Terms of service
These terms apply to every call-out by Help Depanne Services S.à r.l. They come down to a few simple rules, which we remind you of before each visit.
1. Price announced before we travel
Before we set off, we tell you the price of the job you described, or a range when the diagnosis can only be made remotely. We confirm it in writing (SMS or WhatsApp) if you wish.
If, on site, the problem turns out to be different from what was described, we explain why and give you the new price before starting. You remain free to say no.
Prices are in euros, all taxes included (Luxembourg VAT at 17%).
2. Surcharges
A surcharge may apply at night, at weekends and on public holidays. It is always included in the price given before we travel and is never added afterwards.
Any travel costs are also announced before we leave.
3. Cancellation
You can cancel free of charge as long as the technician has not left.
If you cancel while the technician is already on the way or on site, travel costs may be charged. We tell you the amount when we give you the price.
4. Checks before opening a door
When opening a door, safe or garage, we check that you are entitled to access the premises (ID, proof of address, lease or equivalent document, after opening if needed).
This check protects occupants. We may decline the job if it is not possible.
5. Guarantee
The price given before we travel is the price invoiced.
Unblocking jobs (sink, basin, shower, toilet, drain): 1-month guarantee. If the same fixture blocks again within a month of the job, we come back free of charge (travel and labour included).
For other work and parts fitted, the guarantee depends on the type of job and is stated on the invoice.
The statutory consumer guarantees applicable in Luxembourg apply in all cases.
6. Invoice and payment
You receive an itemised invoice after every call-out. It lists the work done and parts fitted, which makes insurance claims easier.
Payment is due at the end of the job. Accepted payment methods are confirmed before we start.
7. Complaints and mediation
If you disagree with something, please write to hds@helpservice24.net first: we will look for a solution with you.
If no agreement is reached, you can refer the matter free of charge to the Service national du Médiateur de la consommation (Luxembourg's consumer ombudsman).
Luxembourg law applies.