Terms of Use

These Terms and Conditions apply to the "LuxService.eu" online digital service platform. The platform (hereinafter referred to as "LUXSERVICE.EU") belongs to LuxService EU Sarl-S and can be accessed via URL: luxservice.eu

LUXSERVICE.EU is an online digital service platform connecting private and commercial customers with experienced professional service providers in Luxembourg. "LuxService.eu" is a registered trademark of LuxService EU Sarl-S. Tel: +352 661 183 164. Web: luxservice.eu

• "Professional Service Provider" (hereinafter "Service Provider") refers to a company or individual that provides services through the LUXSERVICE.EU platform. Service Providers are independent from LUXSERVICE.EU but may be an employee, agent, representative, or subsidiary of LUXSERVICE.EU.
• "Customer" refers to any person or entity that uses the LUXSERVICE.EU platform to order services from a Service Provider. By using the platform, 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 that has been provided. It includes information such as the date and time of the service, the specific areas or items that were serviced, any issues or concerns noted during the service process, and any recommendations for future services. The After-Service Report is submitted by the Service Provider to the Customer after a service.
• "Customer Dashboard" refers to a web-based interface that is part of the LUXSERVICE.EU Platform, providing Customers with access to information and services related to their accounts or subscriptions.

LuxService.eu strives to be fully transparent and create clear terms and conditions for customers using our platform. We believe that simplicity is the key to customer satisfaction.

As a customer, you agree that LUXSERVICE.EU is not responsible for any Service Provider's actions or omissions, including any damage or loss caused by a Service Provider during the provision of services.

By using our platform, Customer agrees to indemnify and hold LUXSERVICE.EU, its affiliates, and its respective directors, officers, employees, and agents harmless from any claims, damages, liabilities, and expenses arising from your use of the LUXSERVICE.EU platform or your breach of these terms and conditions.

In accordance with our 100% Satisfaction Guarantee Policy, if a 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 — provided the Service Provider acknowledges the complaint and it is deemed justified.

Our refund policy requires that any dissatisfaction with the service must be reported to us via email to support@luxservice.eu 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 for you.

If a Customer is not pleased or satisfied with the service provided, we do not wish to keep them as an unhappy customer. However, we reserve the right to reject complaints that are not submitted within 24 hours of the service or are deemed unjustified.

We also reserve the right to reject any quality complaints if the 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 the Service Provider, thereby alleviating the need to remember to leave a hide-a-key or to be present at each visit to let the Service Provider into the property — which also avoids lockout charges.

We acknowledge that unforeseen circumstances may arise in life. To account for this, we have instituted a policy that allows for some flexibility.

• 48-Hour Notice: Customer must provide at least 48 hours' notice to cancel, reschedule, or modify an appointment without incurring any additional charges.
• Late Cancellation: Should an appointment be canceled, rescheduled, or modified less than 48 hours prior to the scheduled service, a cancellation 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, simply check your dashboard.

In cases where an 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 a case, the Customer 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 an 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 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 staff illness or unforeseeable circumstances, we reserve the right to reschedule the appointment. We shall endeavor to provide the 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, the 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, the Customer Support Team will notify the Customer via email and provide alternative booking dates.

The pricing structure is transparent to eliminate any unexpected charges. Customer is charged per each started 30 minutes of service. When booking a service, Customers may request special services, such as steam cleaning, sanitization, ironing, gardening, and others. Some special requests are only available within upgraded packages, such as Moving-in/out service or Deep cleaning.

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 the Service Provider works 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 the 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.

Customer is required to inspect and review the service results after each service appointment and complete the After-Service Report if provided, which includes confirmation of the service 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-Service Report.

It is our usual practice to assign the same Service Provider 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 the Service Provider arrives. This allows the assigned Service Provider to see the space and understand how the Customer wants the service done.

Additional charges may be applicable if the Service Provider is required to provide service equipment, depending on the service. If charges apply, the Service Provider will inform you and the exact fee will be communicated. 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 waste, pest waste (including flea and rodent infestations), work in a COVID-infected environment, or pet waste and bodily fluids. If a Service Provider enters a home that is not safe for their health, they have the right to cancel the job.

LuxService.eu assumes responsibility for its employees and their actions, and implements policies aimed at reducing potential risks. In the event of any unresolved incidents, LuxService.eu will review the matter to ensure a fair resolution.

LuxService.eu is dedicated to facilitating effective communication between Customers and Service Providers, and attempting to resolve any issues that may arise.

By using the Online Booking Form to request services, Customer grants permission to LuxService.eu to share their contact information and booking details with the assigned Service Provider. The Service Provider is unable to perform the requested services without access to the Customer's contact information and booking details.

By making a payment — whether in advance or upon completion of the services — for services provided by a Service Provider through the LuxService.eu 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 the Customer cannot be charged automatically, a payment request will be issued after the service by the Service Provider.

We accept various payment methods, including major credit and debit cards, bank transfers, SOFORT, SEPA transfers, PayPal, and more. Payment can be made online or offline.

After each service, the Customer receives a service summary and is requested to rate their service experience. An invoice is issued after each service. Invoices are generated by Service Providers, saved in PDF format, and sent to the email address provided by the 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 a Customer choose to cooperate directly with a Service Provider or their cleaners, they may opt-out of the LuxService.eu Platform. However, this requires the payment of an opt-out fee for introducing the Service Provider to the Customer, allowing them to work together outside of the LuxService.eu Platform without violating the LuxService Terms of Service Non-Circumvention Period.

To pay the Connection Fee, Customer must send an email to support@luxservice.eu requesting the connection option and specifying which Service Provider they would like to cooperate directly with. LuxService will send the invoice to the Customer and payment should be made within 5 working days before starting engagement with the Provider.

Yes, we love pets! However, Customers are requested to ensure the safety of Service Providers 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 service, the Customer is liable and is advised to secure their pet. Service Providers are not responsible for any loss or harm to the pets.

By completing your personal information in a contact or booking form available on LuxService.eu 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 service.

If you no longer wish to receive these communications or newsletters from LuxService.eu, please send an email to support@luxservice.eu 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 the 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 Service" button in the LuxService.eu order form, you acknowledge and agree to be bound by the Terms and Conditions and Privacy Policy of both LuxService.eu and LuxService EU Sarl-s.

Customers may subscribe to services via the LuxService.eu 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
• Every four weeks

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 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 travel costs or parking costs 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 the Customer has booked the Last Minute Service package, in which case Customer Support must be informed immediately. If such communication occurs, the booked service is canceled and the deposit refunded in full.

The service with applied travel costs is considered confirmed if the Customer accepts the travel costs via email, or if the Customer does not respond to Customer Support and pays a deposit for the booked service. In both cases, the service with applied travel costs is deemed confirmed.

In addition to travel costs, the Service Provider may also request a parking fee as compensation for parking costs if there is no free parking available at the Customer's location. This fee will be communicated to the Customer via email prior to the scheduled service. If the applied parking fee is not acceptable, the Customer must inform our Customer Support about it in writing (via email) no later than 2 days (48 hours) before the scheduled Service, unless the Customer booked the Last Minute Service package (then Customer Support should be informed right away). In such cases, the booked service is canceled and the deposit refunded in full.

The service with applied parking fee is confirmed provided that the Customer accepts the parking fee via email. The service with applied parking fee is also deemed confirmed provided that the Customer does not respond to 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 Luxembourg time every day.