Last updated on 1/07/2023
These Terms and Conditions apply to the “LuxService.lu ” online homeservice platform. The platform (hereinafter referred to as “LUXSERVICE.LU”) belongs to LuxService EU Sarl-S and can be accessed via URL: luxservice.lu LUXSERVICE.LU is an online homeservice platform connecting private and commercial customers with experienced local service provider in Luxembourg. “LuxService.lu ” is a registered trademark of LuxService EU Sarl-S. Tel: +352 661 597 332. Web: luxservice.lu "Local Service Provider" (hereinafter referred to as "Service Provider") refers to a company or individual that provides services through the LUXSERVICE.LU platform. Service Provider is independent from LUXSERVICE.LU but can be an employee, agent, representative, or subsidiary of LUXSERVICE.LU "Customer" refers to any person or entity that uses the LUXSERVICE.LU platform to order service services from Service Provider. By using the LUXSERVICE.LU platform to order service services, Customer agrees to be bound by the terms and conditions set forth in this agreement. "After-Service Report" refers to a document that outlines the details and results of a service service that has been provided. It includes information such as the date and time of the service, the specific areas or items that were cleaned, any issues or concerns that were noted during the service process, and any recommendations or suggestions for future services. After-service Report is submitted by Service Provider to Customer after a service. "Customer Dashboard" refers to a a web-based interface being a part of LUXSERVICE.LU Platform that provides Customers with access to information and services related to their accounts or subscriptions with LUXSERVICE.LU LuxService.lu strives to be fully transparent and create clear terms and conditions for customers using our platform. We believe that simplicity is the key to the satisfaction of our customers. As a customer, you agree that LUXSERVICE.LU is not responsible for any Service Provider's actions or omissions, including any damage or loss caused by Service Provider during the provision of service services. By using our platform, Customer agrees to indemnify and hold LUXSERVICE.LU, its affiliates, and its respective directors, officers, employees, and agents harmless from any claims, damages, liabilities, and expenses arising from your use of LUXSERVICE.LU platform or your breach of these terms and conditions. Company (LUXSERVICE.LU) DOES NOT PROVIDE Home service directly but Is CONTRACT BETWEEN SERVICE PROVIDER to offer the service. LuxService Sarl-s Company is a tech Company and offer access to services VIA LUXSERVICE.LU MARKETPLACE.
In accordance with our 100% Satisfaction Guarantee Policy, if Customer is not satisfied with the service results, they may be eligible for a full refund, a partial refund, a discount, or a free correction service session if Service Provider acknowledges the complaint and it is deemed justified. To file a relevant complaint, Customer must submit it in writing within 24 hours of the service appointment, including photos depicting any neglected areas. If Customer requests a free correction service session, it must be scheduled no later than 3 days after the initial service. Our refund policy requires that any dissatisfaction with the service must be reported to us via email to support@luxservice.lu within 24 hours after the service, along with relevant photos and a brief explanation. Our primary objective is to maintain a thriving and happy community, and we will always strive to make it right to you. If Customer is not pleased or satisfied with the service provided, we do not wish to keep them as an unhappy customer. We reserve the right to reject complaints that are not submitted within 24 hours of the service or are deemed unjustified. We reserve the right to reject any quality complaints if Customer limits the service duration or reduces the recommended service duration. Any issues, remarks, or complaints must be recorded in the comments field of the After-service Report. We reserve the right to reject any quality complaints if they were not mentioned in the After-service Report.
Prior to commencement of the service, arrangements regarding access to your home shall be discussed. Customer may provide a copy of a key to Service Provider, thereby alleviating the need to remember to leave a hide-a-key or to be present at each visit to let Service Provider into the property, which also avoids lockout charges. In the event that Service Provider is unable to enter your property at the agreed start time, Service Provider can wait according to your agreement. If there is no answer, despite calling and ringing the doorbell, Service provider may leave the premises after waiting for the aforementioned time period. In such cases, the service provider can send a bill to you according to their business policy. Please note that in such cases, Customer is required to pay.
We acknowledge that unforeseen circumstances may arise in life. To account for this, we have instituted a policy that allows for some flexibility. It is mandated that Customer provides at least 48 hours' notice to cancel, reschedule, or modify an appointment without incurring any additional charges. Should an appointment be canceled, rescheduled, or modified in less than 48 hours prior to the scheduled service, a cancelation fee (equivalent to compensation for the first hour of the ordered service) will be applied and sent by the service provider. Customers may view their reserved appointments in their Customer Dashboard. To confirm a scheduled service appointment, In cases where appointment has been assigned to a service provider by the Platform, the Customer may communicate with the service provider or our customer service via email, phone, chat, or other alternative means of communication to stop service in such case he will only pay for the first hour of service or a cancellation charge. The Platform reserves the right to approve or deny any service requests at its sole discretion. If the Platform approves a booking request made via alternative medium other than the app or website, Customer agrees to be bound by the terms and conditions set forth in this agreement. Regardless of the method of booking, the Customer agrees to provide accurate and complete information to facilitate the provision of cleaning services by the Service Provider.
We have the right to reschedule an appointment based on the availability of a service provider, in the event of Service Provider's staff illness or unforeseeable circumstances, we reserve the right to reschedule the appointment. We shall endeavor to provide Customer with as much advance notice as feasible.
LuxService services are available for booking 24 hours a day, 7 days a week. As each home or office varies in the time it takes to offer the service, Service Provider cannot guarantee an exact arrival or departure time, nor can an exact service duration estimate be provided prior to a booked service appointment. In the event that a booking cannot be made due to limited availability on a particular day, Customer Support Team will notify Customer via email and provide alternative booking dates. The minimum service duration is 2 hours. If the service is completed in less than that time, Customer will still be charged for 2 hours, as it is not feasible for Service Providers to travel or commute for assignments that are less than 2 hours. The pricing structure is transparent to eliminate any unexpected charges. Customer is charged per each started 30 minutes of service service. When booking a service service, Customers may request special services, such as steam service, sanitization, ironing, gardening, and others. Some special requests are only available within upgraded packages, such as Moving-in-out service or Deep service. If the scope of work for a special request is extensive, the Service Provider may request an additional charge for such service. For more information, please refer to the included services within certain service packages or contact our Customer Support.
It is inevitable that breakages or damages may occur during a service. Service Providers take precautions to avoid such incidents, however, accidents may happen due to "booby traps". "Booby traps" are hazardous situations that may result in damages or breakages, and we cannot take responsibility for them. Service Providers are responsible for any breakage or damage resulting from their actions. We encourage Customers to remove unstable and breakable items from areas where service provider work to avoid such incidents. We do not accept responsibility for any breakages or damages that occur during the service. Nevertheless, we are committed to facilitating communication between Customer and the assigned Service Provider to ensure prompt resolution of any issues. Any complaints or remarks regarding breakages or damages should be included in the comments field of the After-Service Report. Service Providers are fully responsible for any damage or breakage in all justifiable cases. As an online marketplace platform, LuxService.lu is not liable for any loss, damage, or theft of items left unattended by Customer during the cleaning service. We are also not responsible for any loss or damage that may occur due to Service Providers entering the customer's property.
Customer is required to inspect and review the service results after each service appointment and complete the After-Cleaning Report if provided, which includes confirmation of the cleaning duration and overall feedback. In the event that any issues, remarks or complaints arise, Customer must include them in the comments field of the After-Cleaning Report. if customer observed an unsatisfaction after service is completed, refund can not be made according to the service provider business terms.
It is our usual practice to assign the same Service Provider's to you. However, due to unforeseen circumstances, we may be unable to guarantee the same Service Provider. In such cases, our Platform will find you another suitable service provider.
To optimize the quality of service offered, Customer is advised not to do the job before Service Provider arrives to show the assigned service around and how they want the service done.
Additional charges may be applicable if Service Provider is required to provide service equipment depending on the service. If the charges applies the service provider will inform you and the exact fee will be communicated the Service Provider. Customer will be notified of such a charge via email or call before the service is provided.
For reasons of health and safety, Service Providers are unable to clean up human, pest (including flea and rodent infestations), work in a covid infected environment, or pet waste and bodily fluids. If Service Provider enters a home that is not safe for their health, they have the right to cancel the Job.
LuxService.lu assumes responsibility for its employees and their actions, and implements policies aimed at reducing potential risks. In the event of any unresolved incidents, LuxService.lu will review the matter to ensure a fair resolution. LuxService.lu is dedicated to facilitating effective communication between Customers and Service Providers, and attempting at resolving any issues that may arise. By using the Online Booking Form to request cleaning services, Customer grants permission to LuxService.lu to share their contact information and booking details with the assigned Service Provider. Service Provider is unable to perform the requested services without access to the Customer's contact information and booking details. In the event that payment for provided cleaning services remains overdue for more than 30 days, Customer grants permission to LuxService.lu to share their contact information and booking details with the EU Online Dispute Resolution platform, as well as with a lawyer who handles debt collection disputes on behalf of Service Provider. The Customer's information may be shared with the EU Online Dispute Resolution platform and the lawyer for as long as the debt remains unpaid. By making a payment, whether in advance or upon completion of the services, for services provided by Service Provider through the LuxService.lu platform, Customer confirms that the services have been ordered via the marketplace platform. This confirmation constitutes acceptance of the terms and conditions set forth herein.
Every invoice is due no later than 5 days after receiving a payment request or the invoice, unless other arrangements have been made in writing. If Customer cannot be charged automatically, a payment request will be issued after the service by the service provider. We accepts various payment methods, including major credit and debit cards, bank transfers, SOFORT, SEPA transfers, PayPal, etc. Payment can be Online or Offline. After each service Customer receives a cleaning summary and is requested to rate their cleaning experience. An invoice is issued after each service. Invoices are generated by Service Providers are saved in pdf format, and sent to the email address provided by Customer in the Online Booking Form. Service Providers may decline to print out an invoice or send it by post. We also accept payment on behalf of the service provider in cases where we need to receive payment on their behalf.
Should Customer choose to cooperate directly with Service Provider or their cleaners, they may opt-out of LuxService.lu Platform. However, this requires the payment of an opt-out fee for introducing Service Provider to Customer, allowing them to work together outside of LuxService.lu Platform without violating the LuxService Terms of Service Non-Circumvention Period. Customer will be charged for the connection service by the LuxService Platform a fee of 1000€ (one thousand euros). To pay the Connection Fee, Customer must send an email to support@luxservice.lu requesting the connection option and specifying which service provuder they would like to cooperate directly with. LuxService will send the invoice to Customer and payment should be made within 5 working days before starting engagement with the Provider.
Yes, We love Pet! However, Customers are requested to ensure the safety of Service Provders by securing any pet that may pose a threat. Furthermore, Service Providers are not authorized to clean up after sick pets or pet accidents. In the event that a pet may escape during the cleaning, Customer is liable and is advised to secure their pet. Service Providers are not responsible for any loss or harm to the pets. However, any threat or attack against service provider, the service have the right to call for law enforcement and customer will be responsible for such.
By completing your personal information in a contact or booking form available on LuxService.lu websites or contacting us via email or phone in relation to the offered services, you explicitly consent to receiving electronic communications from us. These communications may include, but are not limited to, updates on new services, company updates, promotions, helpful news, or tips on cleaning. If you no longer wish to receive these communications or newsletters from LuxService.lu, please send an email to support@luxservice.lu with a relevant request to unsubscribe. We advise against flagging messages from our mailing lists as spam, as this does not prevent further messages from being sent to you. It is Customer's responsibility to inform us of their request to unsubscribe, and we will promptly remove their email address from our mailing list within 24 hours of receipt of such request. By clicking the "book cleaning” button in the LuxService.lu order form, you acknowledge and agree to be bound by the Terms and Conditions and Privacy Policy of both LuxService.lu and LuxService EU Sarl-s
Customers may subscribe to services via the LuxService.lu Platform. By subscribing as a regular customer, you may receive special discounted rates for Regular services. The Regular Service package may only be booked by Customers with an active and valid subscription. To activate a subscription, Customers may select this option in the Online Booking Form or contact the Customer Support Team. Regular services can be arranged on any given day of the week (Monday-Sunday) with one of the 4 frequency options available: every week, every two weeks, every three weeks, or every four weeks. A continuous subscription guarantees fixed, reduced prices. However, if Service appointments are paused or canceled for more than 30 days, the subscription will be automatically canceled and become inactive. If a subscription is reactivated after more than 30 days, the current prices will apply. It is not possible to reactivate a subscription after more than 30 days at previous rates if rates have changed in the interim. For more information on the subscription Terms and Conditions or discounted rates, Customers are advised to contact the Customer Support Team.
Gratuity is strictly voluntary. While our internal policy mandates Service Providers to provide their best and deliver premium cleaning service at all times, we cannot restrain anyone from demonstrating their gratitude for exceptional services rendered. In Europe, a customary gratuity of 10 – 20% is the general practice. Since a significant percentage of the service rate caters to overhead expenses (such as Transaction, Travelling, Liability, Taxes, Training Costs, service Supplies etc.), any additional bonus provided to a cleaner to feel valued and committed is always appreciated.
Customer will receive information about the travel costs or parking cost if required by the service provider. If the applied travel costs are deemed unacceptable, Customer must inform our Customer Support about it in writing (via email) no later than 2 days (48 hours) prior to the scheduled Service, unless Customer has booked the Last Minute Service package, in which case the Customer Support must be informed immediately. If such communication occurs, the booked Service service is canceled and the deposit refunded in full. The Service with applied travel costs is considered confirmed if Customer accepts the travel costs via email or Customer does not respond to Customer Support and pays a deposit for the booked service. In both cases, the Service service with applied travel costs is deemed confirmed. In addition to travel costs, Service Provider may also request a parking fee as compensation for parking costs if there is no free parking available at Customer's location. This fee will be communicated to Customer via email prior to the scheduled Service. If the applied parking fee is not acceptable, Customer must inform our Customer Support about it in writing (via email) no later than 2 days (48 hours) before the scheduled Service unless Customer booked the Last Minute Service package (then Customer Support should be informed right away). In such cases, the booked Service service is canceled and a deposit refunded in full. The Service service with applied parking fee is confirmed provided that Customer accepts the parking fee via email. The Service service with applied parking fee is also deemed as confirmed provided that Customer does not respond to the Customer Support and a deposit for the booked service is paid.
If you require any additional clarification regarding our policies, please do not hesitate to contact us. We strive to ensure that Service Providers treat you and your properties with utmost care and professionalism. In the event of any shortcomings, we encourage you to inform us promptly through our support system. We are committed to resolving any issues that may arise in a timely and satisfactory manner.
Our Customer Support Agents are available for you 24/7 via email. You may also communicate with us by calling or writing directly through our chat from 8 AM until 6 PM local time every day.
Luxembourg
web: luxservice.lu
email: support@luxservice.lu
Tel. +352 661 597 332