General Terms and Conditions of Use
Part I - General Provisions
In these General Terms and Conditions, the following terms shall have the meanings set forth below:
Customer: Any natural or legal person who uses the Website to enter into a contract with ONET LUXEMBOURG S.à r.l.
Website: The Batmaid platform provided by ONET LUXEMBOURG S.à r.l. in collaboration with VANGUARD INTERNET SA, for the purpose of entering into contracts with ONET LUXEMBOURG S.à r.l., accessible via the URL "www.batmaid.lu" or via the mobile application "Batmaid - ménage à domicile."
Service: The cleaning service provided by ONET LUXEMBOURG S.à r.l. and bookable online via the Website.
2.1 These General Terms and Conditions apply to all contractual relations between ONET LUXEMBOURG S.à r.l., whose registered office is in Luxembourg, and the Customer. They particularly govern access to and use of the Website, its content, and its services. These General Terms and Conditions constitute the entire agreement between ONET LUXEMBOURG S.à r.l. and the Customer regarding access to and use of the Website and its content.
2.2 The Customer's access to and use of the VANGUARD INTERNET SA Website, its mobile applications, and any other technical interface provided by VANGUARD INTERNET SA (collectively referred to as "batmaid.lu" or the "Website") are governed by these Terms and Conditions of Use (the "Terms and Conditions" or "TOS"). By browsing and using the Website and accessing the Services, the Customer acknowledges having read, understood, and accepted without reservation these Terms and Conditions of Use, in addition to any other obligations arising from subsequent agreements entered into with ONET LUXEMBOURG S.à r.l. through the Website.
2.3 The Customer may subscribe to cleaning services provided by ONET LUXEMBOURG S.à r.l. via the Website or other technical means (e.g., mobile applications, customer service, etc.). These services are described in detail in Part II of these General Terms and Conditions.
2.4 The fact that ONET LUXEMBOURG S.à r.l. tolerates a breach by the Customer of one of the obligations set out in the General Terms and Conditions or does not assert a right conferred on it by the General Terms and Conditions or by law shall not be interpreted as a waiver on its part to invoke and assert its rights.
2.5 In the event that any provision of the General Terms and Conditions is considered illegal by virtue of an existing or future law or regulation, or by virtue of a court decision, that provision shall be considered as not having been written, and the other provisions of the General Terms and Conditions shall remain unaffected and shall retain all their force and scope between the Customer and ONET LUXEMBOURG S.à r.l.
2.6 The headings of the provisions of the Terms and Conditions are intended solely to facilitate reading and do not modify or alter the Terms and Conditions in any way.
Part II - The Website
3.1 In order to offer its services, ONET LUXEMBOURG S.à r.l. has partnered with VANGUARD INTERNET SA, whose registered office is in Switzerland, and which is the sole owner and manager of the Website. The Customer is expressly informed that no contractual relationship is established between VANGUARD INTERNET SA and the Customer. By accepting these General Terms and Conditions, the Customer unconditionally waives in advance any claim against VANGUARD INTERNET SA on any grounds whatsoever.
3.2 The Customer releases VANGUARD INTERNET SA from all liability for any damage resulting from the use of the Website and its mobile applications, including in the event of malfunction or non-operation of the Website, theft, loss, or misuse of personal data transmitted via the Website.
3.3 The Customer acknowledges that the design of the Website and its mobile applications is the exclusive property of VANGUARD INTERNET SA and is made available to ONET LUXEMBOURG S.à r.l. for the purpose of providing the services agreed with the Customer. The content of the Website and the Batmaid platform may not be used, reproduced, or marketed in any form whatsoever without the consent of VANGUARD INTERNET SA.
4.1 The contents of the Website, including but not limited to text, trademarks, logos, graphics, photographs, videos, sounds, music, layout, designs, know-how, technology, products, and processes, are the property of VANGUARD INTERNET SA or its affiliates, or are used with the permission of their owners, and are therefore protected by copyright, trademark, patent, and all other intellectual or industrial property rights existing under applicable law (all rights reserved).
4.2 Subject to the provisions of clause 4.3 below, nothing contained on the Website may be construed as granting the Customer any licence or right to use the Website.
4.3 The Customer may download, display, or print the content of the Website solely for personal, non-commercial use, provided that the Customer retains and reproduces all copyright and other proprietary notices contained in any information or other material downloaded by the Customer. Any other use, including the reproduction, modification, distribution, transmission, or broadcast of the content of the Website, in whole or in part and by any means, is strictly prohibited without the prior written consent of VANGUARD INTERNET SA.
4.4 VANGUARD INTERNET SA does not guarantee that the Customer's use of the content displayed on its Website will not infringe the rights of third parties.
5.1 All material, information, and content that the Customer finds on the Website is provided on an "as is," "as available" basis, without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose.
5.2 VANGUARD INTERNET SA does not warrant that the Website or its content will meet the Customer's expectations or be uninterrupted, timely, secure, or error-free.
5.3 The activation of certain links on the Website may cause the Customer to leave the Website. VANGUARD INTERNET SA does not control these Websites and does not guarantee, expressly or implicitly, the quality, relevance, accuracy, completeness, state of updating, availability, or legality of the content of these Websites and is not responsible in any way for the products, services, information, and other content offered via these Websites. The same applies to Websites that provide links to the Website.
5.4 The Customer undertakes to use the Website properly and reasonably and not to misuse it or use it in any way that may, for example, cause the Website to become overloaded, delay the transmission of information, interrupt the service, block access to the Website, or otherwise adversely affect VANGUARD INTERNET SA or users of the Website.
5.5 The content of the Website may contain inaccuracies or errors. VANGUARD INTERNET SA reserves the right to make changes, corrections, and/or improvements to the content at any time without notice but assumes no liability in this regard.
6.1 Customers access, use, browse, and navigate the Website at their own risk.
6.2 The Customer acknowledges and agrees that, to the fullest extent permitted by applicable law, neither VANGUARD INTERNET SA, nor any of its affiliates, nor any of their directors, officers, employees, agents, or shareholders, nor any other party involved in the creation, production, or delivery of the Website shall be liable for any direct, indirect, or consequential loss, damage, loss of profits, loss of goodwill, loss of business or any other liability whatsoever, any damage to reputation, costs, losses, loss of turnover or profits, or liabilities of any nature whatsoever (even if the possibility of such damage was known or could have been known to VANGUARD INTERNET SA or any of its affiliates) which may result from the Customer's access to, use of, or inability to use the Website or its content.
6.3 Any material or content downloaded or otherwise obtained through the use of the Website is done at the Customer's own risk. VANGUARD INTERNET SA or any of its affiliates shall not be liable for any damages to, or viruses that may infect, the Customer's computer equipment or other property as a result of the Customer's access to, use of, or downloading of any materials from the Website, or for any intrusion or illegal entry into any computer system.
6.4 VANGUARD INTERNET SA reserves the right to interrupt or remove all or part of the functionalities of the Website. VANGUARD INTERNET SA or any of its affiliates shall not be liable for any interruption or suspension of any or all of the functionalities of the Website as a result of any action or intervention by VANGUARD INTERNET SA.
7.1 The Website is provided by ONET LUXEMBOURG S.à r.l. in partnership with VANGUARD INTERNET SA, which manages it at its discretion and reserves the right to refuse any potential Customer without providing any reason.
7.2 Access to the Website is through the Internet Service Provider chosen by the Customer, and ONET LUXEMBOURG S.à r.l. and/or VANGUARD INTERNET SA assume no responsibility for connectivity issues or other problems arising from the Customer's choice of Internet Service Provider. The Services are accessible only after completing an online booking via the Website or its mobile applications.
7.3 Online access is generally available 24 hours a day, 7 days a week. However, ONET LUXEMBOURG S.à r.l. and VANGUARD INTERNET SA disclaim all responsibility for any temporary interruptions or suspensions of access, including those resulting from the use of accounts that are found to be in violation of these General Terms and Conditions, illegal, or contrary to public morals.
7.4 The Customer acknowledges and agrees that, in the event of non-compliance with these General Terms and Conditions, ONET LUXEMBOURG S.à r.l. and/or VANGUARD INTERNET SA may take immediate action, including but not limited to suspending the Customer's access to the information and services offered on the Website, at any time and without prior notice. ONET LUXEMBOURG S.à r.l. and/or VANGUARD INTERNET SA reserve the right to seek damages for any harm caused by the Customer’s failure to comply with these General Terms and Conditions, in addition to terminating the Customer's use of the Website.
Part III - Services
8.1 ONET LUXEMBOURG S.à r.l. provides its cleaning staff for the Customer’s use, subject to the conclusion of a contract with ONET LUXEMBOURG S.à r.l. for an indefinite period. The cleaning services can be booked online via the Website or through its mobile applications. These services are provided exclusively within the territory of Luxembourg by cleaning staff directly employed by ONET LUXEMBOURG S.à r.l.
8.2 The services offered by ONET LUXEMBOURG S.à r.l. do not include any tasks outside its defined scope of activities or those not forming part of the planned domestic duties. Specifically, and without limitation, these exclude: defrosting the freezer; technical cleaning of the dishwasher and filters; replacement of cooker hood filters; replacement of light bulbs and cleaning of electrical sockets; technical cleaning of radiators; filling of holes and paint joints; cleaning of the terrace; cleaning the garden; and cleaning the garage.
8.3 For legal and safety reasons, ONET LUXEMBOURG S.à r.l. is unable to provide certain services, including: cleaning external windows if this poses a risk to the cleaner; external cleaning; removal of encrusted stains; and removal of insects or mould.
8.4 Any exceptions to the services described in paragraphs 8.2 and 8.3 must be agreed upon in writing between ONET LUXEMBOURG S.à r.l. and the Customer. Should any services outside these provisions be performed without ONET LUXEMBOURG S.à r.l.’s prior knowledge, ONET LUXEMBOURG S.à r.l. shall not be held liable, and the Customer shall bear any responsibility arising from such services.
8.5 Employees of ONET LUXEMBOURG S.à r.l. are not permitted to lift or move objects weighing more than 15 kg. Any object exceeding this weight limit must not be handled by ONET LUXEMBOURG S.à r.l. employees.
8.6 If work at height is requested by the Customer, it shall be performed in accordance with the recommended safety practices for work at height.
9.1 The Customer is obliged to provide accurate, detailed, and precise information necessary for accessing the cleaning Website. It is imperative that the Customer immediately communicates any changes in address or access protocols to ensure uninterrupted service. Should an employee of ONET LUXEMBOURG S.à r.l. be unable to access the cleaning Website due to insufficient or inaccurate information provided by the Customer, ONET LUXEMBOURG S.à r.l. reserves the right to charge the Customer the full cost of the booked service.
9.2 If the Customer anticipates any difficulties or delays in access, it is the Customer's responsibility to notify the Customer Service Department in a timely manner so that service schedules can be planned and adjusted accordingly. Failure to provide adequate access information or cooperation may result in charges up to the full cost of the booked service.
9.3 If the Customer chooses to provide keys to the cleaning staff of ONET LUXEMBOURG S.à r.l., this is done entirely at the Customer's own risk. The Customer shall indemnify ONET LUXEMBOURG S.à r.l. against any liability for loss, theft, damage, or misuse of the keys provided, as well as any resulting damage to locks, metalwork, or domestic infrastructure. It is the Customer's responsibility to immediately inform ONET LUXEMBOURG S.à r.l. of any loss or compromise of the keys to mitigate potential risks.
9.4 Furthermore, ONET LUXEMBOURG S.à r.l. does not manage the transfer of keys between cleaning companies in the absence of the Customer’s usual staff.
10.1 The Customer has access to a personal account on the Website, where they can make new reservations and manage the Services ordered.
10.2 The Customer undertakes to provide ONET LUXEMBOURG S.à r.l.'s employees with all necessary equipment, cleaning products, water, and electricity, ensuring that these are clean and in good working order, to facilitate the proper performance of the agreed Services.
10.3 The Customer shall ensure the safety of ONET LUXEMBOURG S.à r.l.'s employees while they are on the premises designated for the performance of the Services. The Customer shall be liable for any damage directly or indirectly caused to ONET LUXEMBOURG S.à r.l. and/or its employees as a result of a breach of this obligation.
10.4 If pets are present in the Customer’s home, the Customer must indicate this during the booking process. If the Customer fails to provide this information and the Service cannot be performed (e.g., if the personnel deployed are allergic to pet hair), the Customer shall remain liable for the payment of the Service.
10.5 The Customer is also responsible for ensuring that ONET LUXEMBOURG S.à r.l. personnel are not harmed or injured by the presence of animals, in accordance with the provisions of Section 12.3.
10.6 Taking photographs of ONET LUXEMBOURG S.à r.l. employees during the provision of Services is strictly prohibited unless explicit prior consent has been obtained.
10.7 ONET LUXEMBOURG S.à r.l. undertakes to comply with the legislation in force in the Grand Duchy of Luxembourg when recruiting its employees. ONET LUXEMBOURG S.à r.l. will provide its employees with appropriate uniforms and ensure that they are trained and informed about the safety rules and work instructions related to the Services to be provided in the Customer's home. For the duration of the contract, the Customer agrees not to recruit ONET LUXEMBOURG S.à r.l.'s personnel for their own benefit.
11.1 If the Customer is dissatisfied with the Service or if the Service has not been provided as agreed, the Customer must notify ONET LUXEMBOURG S.à r.l. in writing via email at client@batmaid.lu or by telephone at +352 28 80 32 70 within 48 hours following the completion of the Service.
11.2 The notification must include a detailed description of the issues or concerns related to the Service, and should include visual evidence if the quality of the Service is being questioned. The Customer is required to provide sufficient information to enable Customer Services to investigate and address the issue effectively.
11.3 Failure to notify Customer Services within the 48-hour period shall be deemed as acceptance by the Customer that the Service was performed satisfactorily and in accordance with the agreed terms.
11.4 Any defects or damage attributed to the actions of ONET LUXEMBOURG S.à r.l. personnel must also be reported and notified in writing within 48 hours of the provision of the Service, or the Customer shall forfeit any claim for such defects or damage.
11.5 ONET LUXEMBOURG S.à r.l. is insured by XL Insurance Company SE for property damage caused by domestic servants, with coverage up to a limit of EUR 15,250,000. Coverage is available only in cases of proven damage, which requires evidence that the damage was caused during the Service and by ONET LUXEMBOURG S.à r.l. personnel.
11.6 In the event of damage to equipment or household appliances, depreciation will be considered. A depreciation rate will be applied based on the average lifespan of installations and equipment of ordinary quality, factoring in normal wear and tear.
11.7 ONET LUXEMBOURG S.à r.l. reserves the right to refuse any claim or request for adjustment if the Customer does not comply with the notification requirements outlined in clauses 11.4 and 11.5.
12.1 ONET LUXEMBOURG S.à r.l. offers its Services through various cleaning frequencies and one-off services (collectively referred to as "Plans"), each defined by different characteristics and prices.
12.2 The prices indicated on the Website are in the local currency, unless expressly stated otherwise. The total price at the time of payment includes VAT, where applicable, unless otherwise specified. Prices are based on the current minimum wage and are subject to indexation, currently set at 944.43 points as of 01/09/2023.
12.3 The VAT rate is applied in accordance with Articles 39, 40, and Appendix A of the Luxembourg VAT law. In the event that a reduced VAT rate applies, and unless the Customer objects in writing within one month from the date of the invoice, the Customer shall be deemed to accept that the cleaning work is performed in a residential building for private use. Failure to comply with this condition will result in the application of the standard VAT rate, and the Customer will be responsible for the payment of the tax, interest, and penalties due under these conditions.
12.4 ONET LUXEMBOURG S.à r.l. and/or VANGUARD INTERNET SA reserve the right to immediately adjust the prices displayed on the Website to reflect any changes in VAT, minimum wages as provided by the collective agreement of the cleaning sector, or any other external costs subject to external regulations, such as an increase in the index.
12.5 ONET LUXEMBOURG S.à r.l.’s offers may be modified at any time without justification and without liability on the part of ONET LUXEMBOURG S.à r.l. Offers are valid as long as they appear on the Website at the time of booking. Modifications will apply to all new reservations, regardless of whether the Customer is an existing or new client. Any order placed and completed before the modification must be honored at the prices displayed prior to the change.
12.6 Should ONET LUXEMBOURG S.à r.l. decide to modify or discontinue an existing plan, ONET LUXEMBOURG S.à r.l. will inform the affected Customers in writing at least 30 days prior to the change or discontinuation. An email sent to the address indicated in the Customer's file will be deemed sufficient written notice for this purpose.
13.1 Any reservation made on the Website constitutes an offer to enter into a contract for the provision of services between the Customer and ONET LUXEMBOURG S.à r.l., governed by these General Terms and Conditions.
13.2 Payment for the Customer's order is processed via credit card directly on the Website. At the time of booking the Services, ONET LUXEMBOURG S.à r.l. will pre-authorize the payment method. However, the Services will be invoiced upon completion of the Service or when cancellation fees or other penalties outlined in the Plan become due.
13.3 Payment shall be considered complete only when ONET LUXEMBOURG S.à r.l. has received the full amount specified on the Website for each Service. In exceptional cases, ONET LUXEMBOURG S.à r.l. may agree to issue invoices for its Services. Unless otherwise specified, such payments must be settled within 10 days of the invoice date.
13.4 In the event of non-payment, including but not limited to the failure to charge the provided payment method, ONET LUXEMBOURG S.à r.l. reserves the right to impose a reminder fee, suspend the Service, and cancel all future cleanings without further notice.
13.5 Invoices are available for viewing and downloading by the Customer from 48 hours after each Service on their personal account via the Website, under the “My Previous Cleanings” tab.
14.1 ONET LUXEMBOURG S.à r.l. will issue payment reminders via email, postal mail, SMS, telephone, or any other suitable communication method based on the payment method selected.
14.2 A first reminder may be sent no earlier than the day following the payment due date, providing an additional period of up to 10 days for receipt of payment, but not less than 5 working days.
14.3 Any outstanding amount due to ONET LUXEMBOURG S.à r.l. will accrue interest on arrears as calculated in accordance with applicable law. Should payment terms be violated and/or if payments remain overdue without response from the Customer, collection procedures may be initiated, which may incur costs that will be borne by the Customer.
14.4 The initiation of a dispute does not alter the agreed terms of payment.
15.1 The Customer may cancel a Service or terminate the contractual relationship with ONET LUXEMBOURG S.à r.l. at any time, provided that a minimum of 10 days of notice is given, and without incurring additional costs, exclusively via the Website.
15.2 Cancellation of a Service may be carried out by the Customer directly through their personal account on the Website or mobile applications, or by contacting Customer Service via email at client@batmaid.lu or by telephone at +352 28 80 32 70.
15.3 Any definitive termination of the Services that results in the cancellation of a subscribed Cleaning Plan must be communicated to ONET LUXEMBOURG S.à r.l. in writing through the Website. Such termination will require the immediate payment of all outstanding amounts owed to ONET LUXEMBOURG S.à r.l. by the Customer.
15.4 In the event of a late cancellation of a scheduled Service, i.e., less than 10 days before the Service is due to commence, the Customer will incur a conventional penalty (“Cancellation Fee”) according to the following scale:
Free of Charge, if the cancellation is notified at least 10 days in advance (by email, telephone, or via the Customer’s personal account) ;
Fix fee of 20€ if the cancellation is made between 10 and 2 days in advance ;
Full Service amount if the cancellation is made less than 48 hours in advance.
The Customer may always modify any upcoming Service free of charge, up to a maximum of two times per Service, up to 48 hours before it is due to take place.
15.5 Any charges or penalties due for previously scheduled cleanings, including late modification or cancellation fees, remain applicable.
15.6 ONET LUXEMBOURG S.à r.l. reserves the right to modify the cleaning schedule at any time for organizational reasons. ONET LUXEMBOURG S.à r.l. shall not be liable for any direct or indirect damages that may result from such modifications.
16.1 ONET LUXEMBOURG S.à r.l. may, at its discretion, issue discount vouchers ("Vouchers") that can be used by the Customer to reserve a Service under special terms.
16.2 Vouchers may only be redeemed on the Website, provided that the total order amount, excluding VAT, meets or exceeds the minimum value specified on the Voucher.
16.3 Unless otherwise stated on the Voucher or in the accompanying communication, a Voucher must be used before its expiry date or the end of the associated campaign period, whichever is earlier. Vouchers may also be restricted to certain Plans or conditions as indicated on the Voucher or in the communication.
16.4 ONET LUXEMBOURG S.à r.l. reserves the right to cancel a Voucher at any time and to suspend an Account's ability to use Vouchers in the event of unusual activity, abuse, or any suspicion thereof.
16.5 ONET LUXEMBOURG S.à r.l. offers "Gift Cards" for purchase on the Website.
16.6 All purchases of Gift Cards are final and cannot be refunded once the Gift Card voucher code has been issued.
16.7 Upon activation of a Gift Card, the Customer (or the recipient of the Gift Card) will receive a credit equal to the amount of the Gift Card.
16.8 Gift Cards and their balances expire 12 months from the date of purchase. The expiry date may be extended once for an additional 12 months upon request.
16.9 Any credit obtained through the activation of a Gift Card, or remaining after partial use, can only be used towards the purchase of Services. Refunds of all or part of the Gift Card balance are expressly excluded.
16.10 ONET LUXEMBOURG S.à r.l. offers a referral program for existing customers who refer new customers to the Services. Both the existing customer and the new customer will receive a €20 voucher towards their next service. The new customer must complete their first cleaning for the existing customer to receive their voucher.
16.11 The referral offer is valid only for close friends or contacts. Any attempt to exploit the promotion through third-party Websites or other digital or non-digital advertising will invalidate the offer.
PART IV - Miscellaneous Provisions
17.1 ONET LUXEMBOURG S.à r.l., in collaboration with VANGUARD INTERNET SA, is committed to taking all reasonable measures to protect the Customer’s personal data and ensure that its computer systems, programs, and other software meet current security standards.
17.2 The Customer is responsible for maintaining the security of their own computer systems, programs, and software. ONET LUXEMBOURG S.à r.l. and VANGUARD INTERNET SA use secure networks protected by industry-standard firewalls and passwords. They have implemented security measures designed to protect the Customer’s data from loss, misuse, and unauthorized alteration.
17.3 The Website utilizes cookies. Customers are informed that refusal to accept cookies may result in some services and functions of the Website being unavailable or not working properly.
18.1 Persons responsible for processing
VANGUARD INTERNET SA (Av. de Lavaux 77, 1009 Pully, Switzerland) is responsible for your personal data on the website and mobile application (legal basis of the contract), as well as for marketing e-mails (legal basis of legitimate interest to promote services), customer account management (legal basis of consent), or payment (legal basis of the contract).
In the context of a cleaning service, your personal data will be communicated Société Onet Luxembourg SARL (12E rue Guillaume Kroll L-1882 Cessange), the data controller for the management of home cleaning services (legal basis of the contract) including to provide you with a response to your comments on the Internet (legal basis of the legitimate interest in customer satisfaction). Onet Luxembourg SARL does not receive or process marketing data from Vanguard Internet SA.
18.2 Personal data collected
VANGUARD INTERNET SA collects and uses the following personal data:
Title, first name, last name, gender, date of birth ;
Address, e-mail address, telephone number and other contact details;
Customer number/identifier (e.g. for loyalty program participants) ;
Payment information (e.g. registered payment forms, bank details, billing address);
Username and profile picture ;
Information on the use of our online platforms (for example, if you are registered with Vanguard Internet SA);
Details of associated websites, social media profiles, etc ;
Information about your interests and preferences, language preferences, etc;
Information about your relationship with us (customer, visitor, supplier, etc.);
Information about related third parties (for example, contacts, service recipients or representatives);
Settings for receiving advertisements, newsletters, etc;
Data relating to your status with us (inactive or blocked user account, restricted access to premises, etc.)
Information relating to participation in competitions and prize draws
Official documents in which you appear (e.g. identity documents, extracts from the commercial register, permits, etc.)
Titles and functions of contact persons and representatives of our business partners;
The date and time of registration.
Onet Luxembourg SARL collects and uses the following personal data:
Identification data (surname, first name, date of birth, address, etc.)
Contact data (e-mail address, telephone number, etc.)
Financial and payment data (credit card number, bank details, etc.)
Data related to services rendered (duration, date and time, rates, etc.)
Connection data (IP address, connection logs, etc.)
18.3 Recipients of personal data
Your personal data may be shared with our partners (e.g. between VANGUARD INTERNET SA and Onet Luxembourg SARL) and their subcontractors, as part of the provision of our services, as well as with the competent authorities if required by law. Your data is stored within the European Economic Area.
18.4 Shelf life
Vanguard Internet SA keeps your data for :
Website & mobile application management: 2 years
Customer account management: 5 years
Marketing e-mails: 3 years
Payment of benefits: 10 years
Onet Luxembourg keeps your data for
Cleaning services: 10 years
Customer satisfaction: 5 years
18.5 Rights to your data
You have the following rights concerning your personal data:
Right of access
Right of rectification
Right to erasure
Right to restrict processing
Right to data portability (only for the legal basis of the contract)
Right to object (only for the legal basis of legitimate interest)
Right to withdraw consent at any time (only for the legal basis of consent)
To exercise your rights or if you have any questions concerning your personal data, please contact us at the following address:
Vanguard Internet SA : dpo@batmaid.lu
Onet Luxembourg : dpo@onet.lu
If, after contacting us, you feel that your rights have not been respected, you may lodge a complaint with the Commission Nationale de la Protection des Données (CNPD).
19.1 ONET LUXEMBOURG S.à r.l. ensures that its personnel adhere to strict confidentiality rules. Employees are prohibited from disclosing any information or knowledge obtained during their assignment with the Customer to third parties. Any breach of this confidentiality obligation is considered serious misconduct. ONET LUXEMBOURG S.à r.l. is committed to enforcing this rule and will notify the Customer of any breaches.
19.2 ONET LUXEMBOURG S.à r.l. follows a health and safety policy in compliance with Luxembourg’s legal requirements. A designated safety officer is responsible for implementing protective measures and promoting workplace safety.
20.1 ONET LUXEMBOURG S.à r.l. disclaims all liability for any damage resulting from the non-performance or improper performance of the Services. This includes, but is not limited to, non-contractual liability involving its auxiliaries and/or VANGUARD INTERNET S.A.
20.2 Specifically, ONET LUXEMBOURG S.à r.l. shall not be liable for any damages, including but not limited to, loss of profit, theft, misuse of data, personal injury, or property damage, arising from or related to the use of the Services. This includes issues related to reliance on or inability to use the Services.
21.1 ONET LUXEMBOURG S.à r.l. reserves the right to modify these General Conditions at any time. Any changes will be posted on the Website and will become effective as specified in the update.
22.1 The Terms of Use and the use of the Website shall be governed exclusively by and construed in accordance with the laws of Luxembourg.
22.2 All contractual relations between ONET LUXEMBOURG S.à r.l. and its customers shall be governed by Luxembourg substantive law, regardless of the customer's place of residence. However, ONET LUXEMBOURG S.à r.l. reserves the right to bring claims before the competent court of the customer’s domicile or any other competent authority.
22.3 The courts of Luxembourg shall have exclusive jurisdiction over any disputes arising from or related to these Terms and Conditions.
22.4 In the event of any discrepancy between the French version of this document and any translation into another language, the French version shall prevail. Translations are provided for informational purposes only and are not authoritative for interpreting the provisions of this document.
Valid from 1 January 2025