Conditions for professionals

You act as an independent professional or as a company and conclude the works contract directly with the client, while FACTOTUM is the platform that introduces you, secures the payment and issues the documents. There is no subordination, meaning no working hours imposed by us, no exclusivity and no duty to accept a job. These conditions do not replace the contract with the client, they describe how the cooperation with the platform works.

To join the platform you evidence your identity, the company number, a valid professional liability insurance and, for regulated trades such as electrical, plumbing and heating work, the required business permit. We check the documents, keep only the number, the validity and the result of the check, and the copy is deleted once verified. If an insurance or a permit expires, only the affected services are paused until the new document arrives.

You set your own hourly rates and travel costs, you decide your availability in the calendar and you may decline a job without giving a reason, which does not harm your ranking. The platform shows the client a clear price before purchase, including the commission and the value added tax under Luxembourg rules. If the work changes on site, you raise an additional offer in the account and the work only continues after the client agrees.

The commission is shown in the account before you accept the job, it applies to the labour time while materials and travel are billed separately, and the rate is the same for every provider. The client pays in advance into a secured account and the money is released once the work is signed off. We pay out within five working days of closing and the expected date is shown in the account, while any delay is announced honestly without you having to chase it.

If something comes up, cancel as early as you can so the client still gets an alternative, bearing in mind that a last-minute cancellation or a missed visit is recorded in the account and may weigh on the ranking. If you run late, enter the new arrival time in the account and the client is notified automatically. When a colleague drops out, the platform looks for a free person for the same slot and the work already started is paid to you.

You work by the rules of your trade, with your own tools and materials of the quality stated in the offer, and you leave the place clean. A one-year guarantee covers your work and, if the client reports a defect caused by your work within that time, you return free of charge. In case of disagreement the platform reviews the photos, the time records and the messages, decides on the facts and takes nothing out of your pocket when the evidence shows the fault was not yours.

You arrive on time, appear under the name held in the account, speak respectfully and photograph of the home only what the report on the work requires. The client’s address and phone number serve that visit alone, are not passed on and disappear from your view after the order. Demanding payment outside the platform, pulling the client to another channel or sending unsolicited advertising is forbidden, because that is exactly what destroys the protection, the guarantee and the evidence both sides rely on.

The ranking depends on distance, availability, clearances and the way you carry your jobs through, no place can be bought, and the rules are set out on the page about ranking. If we have to limit or suspend an account, you receive in writing, at the latest when the measure takes effect, the reason, the specific case and whether a machine or a person decided, and you have fourteen days for an appeal that a person reviews. If we end the cooperation, you are told on a durable medium, with the reasons and thirty days’ notice; that notice falls away only where the law obliges us, where the law has been broken, or on repeated serious breaches of these conditions. You may stop at any time, jobs already started being finished and paid, while your reviews and the invoices needed for accounting remain.

If we change these conditions, we send you the new text at least fifteen days in advance and show what is changing; if it does not suit you, you may stop up to that date at no cost. During that period no change works backwards on jobs already started. For complaints your account holds a form: we confirm receipt at once, we answer as a rule within five working days, and once a year we publish how many complaints came in, how long they took and how they ended. If we find no solution between us, we are willing to use two mediators in Luxembourg: the Centre de Médiation Civile et Commerciale (cmcc.lu) and the Centre de Médiation a.s.b.l. (mediation.lu); we carry our share of the cost. Mediation is voluntary and does not stop you from going to the Luxembourg courts.