Terms & Conditions of Service
General
This platform is operated and owned by Lucie (‘we’, ‘us’ and ‘our’). Please read these terms and conditions carefully before accessing or using the platform. All of the information, tools and services available from this platform are for you, the user, provided you have read and accepted all the terms, conditions, policies and notices stated here. By accessing this platform, you engage in our services and agree to be bound by the terms and conditions set out below. If you do not agree to any of these terms and conditions you must stop using the platform and/or any expert services. These terms and conditions apply to all users of the platform.
You can review the most up-to-date version of the user terms and conditions on this page at any time. We reserve the right, at our sole discretion, to modify, change or alter these terms at any time without prior notice. Thus, it is your responsibility to check this page periodically for changes that have been made. Your continued use of the platform following any changes constitutes acceptance of those changes.
If you have any questions about these terms and conditions, please contact us at info@lucieapp.co.uk.
The headings in these Terms are inserted for convenience only and shall not affect their construction.
What are we?
We are a booking platform that connects our list of exclusive experts directly to the client. We pride ourselves in having elite industry-renowned experts to build our community of trusted services. Through our platform, you can book one of our experts and their services to come straight to your door at a time of your choosing.
Location
We operate in both London and the Cotswolds. Many of our experts will travel between the two locations so you really can get the best of the best.
Who are our Experts?
We have built a list of exclusive handpicked experts from a number of different industries, including world-renowned brands. Every expert is tried and tested by us and our small list of highly trusted brand ambassadors. No one can simply join our expert list. We know that our clients truly want the authenticity of premium services at home and we understand that you shouldn’t have to compromise on standards just to get this. We ensure that all our experts have all of the relevant and applicable insurance prior to listing their services.
Communication
We have a minimum call-out fee of £40. This is required to make sure that the expert’s time is not compromised.
If you wish to change a booking, please cancel your current booking and rebook at a time and date that suits you better. We cannot guarantee that your desired time and date will be available, so we encourage you to book in advance where possible.
If you wish to tip an expert on top of the booking fee, please feel free to do so. The method of this can be determined between you and the expert.
Eligibility
This platform is intended solely for those who are 18 or older. Any access or use of the platform and/or its services by anyone under the age of 18 is expressly prohibited. By accessing the platform, you represent and warrant that you are 18 or older. Any bookings for children's treatments require a parent or guardian to remain present throughout the duration of the treatment.
Our Platform provides the mobile application and website through which we provide the services to facilitate the booking of our expert’s services for the customer. Our services are limited to making the Platform available, facilitating introductions, managing Bookings and acting as a limited payment collection agent on behalf of an expert. We do not provide the expert’s services and we do not employ any of the experts.
By booking a service with an expert through our platform you are entering into a contract with the expert rather than Lucie. We accept no responsibility or liability, nor do we make any warranty or guarantee with respect to the expert’s performance under that contract.
Client Conduct
We request that you, the user, treat all of our experts with respect and in a courteous manner. This includes making sure that you provide them with a safe, clean and appropriate location for them to work in. Please make sure that you fully abide by the current government and industry COVID-19 rules and regulations that are set out on both the website and application. Experts are entitled to refuse the service requested if you have not provided a safe, clean and appropriate location for them. Experts can also refuse the service if they feel you behaved towards them in a manner which is discourteous, disrespectful, abusive or otherwise deemed inappropriate. We reserve the right to remove your access to the platform and its services at our absolute discretion should we feel right.
Fees and payments
Customers shall be required to pay the full cost of treatment upon booking. Once a service is completed Lucie collects a commission fee from the expert and the remainder is the experts. By making a booking you agree to provide complete, correct and true information including billing and payment information. We use a secure payment provider where you enter your details to keep your personal information secure.
Booking of Services
Through the platform, clients may book various experts and their services at a time of their choosing. To make a booking you should follow the instructions and steps on the application and provide all the necessary information. On booking full payment will be taken. In the event of a cancellation, any retention or repayment of fees shall be made in accordance with our cancellation policy.
Through the search icon, you can search for specific brands and experts. Here you will be able to see their upcoming availability and book an appointment from there.
If you wish to change an appointment time and/or date, we ask that you cancel your initial appointment and book a new one at a time that suits you better.
Cancellation Policy
Lucie’s cancellation policy is designed to protect our experts from lost business and costs that may be incurred from service arrangements. Our policy is outlined below:
We operate a 24-hour cancellation policy. You can cancel free of charge up to 24 hours in advance of the appointment. Any time within 24 hours of the appointment you will be charged the full cost of the appointment.
We offer a 15-minute grace period for both customers and experts in the instance of lateness for appointments. If you are more than 15 minutes late your expert has the right to leave the appointment location and you will be charged in full.
If the expert is running more than 30 minutes late you will only be charged 50% of the total booking fee – subject to the situation at hand. Please contact us within 48 hours of the appointment and we will refund you.
Whilst we expect our experts to always communicate with you, there are some unforeseeable circumstances that might mean they cannot turn up at the arranged time. If this happens, please contact us within 48 hours of your appointment time and we will refund you in full.
Complaints procedure
Complaints about a service should be made directly to the expert where possible. However, if necessary please contact us on info@lucieapp.co.uk for any further assistance.
Privacy and Data Protection
Your privacy and personal information is very important to us. All personal and other information we collect from you through the platforms shall be dealt with in accordance with our privacy policy which can be viewed on the Lucie website as well as the mobile application.
Ownership and use of Intellectual Property Rights
We own this platform and all intellectual property rights associated with Lucie. We will use them how we see best fit and nothing in these terms grants you any legal right in the platform. Lucie™ is our trademark.
SMS Messages for US
Message and Data rates may apply. In most cases you will be sent a one time message for verification purposes. Text HELP for help. Text STOP to cancel.
Accuracy of information and availability on the platform
Whilst we aim to make sure that the platform is accurate and fully up to date and functioning, we cannot promise that it will be at all times. Any reliance that you place on the platform is at your own risk and we are not liable or responsible for the risk.
Hyperlinks and access to third party sites
Some content on the platform may contain content, products and services that reference or hyperlink to third-party websites other than Lucie. We take no responsibility for any and all third-party links, including links to third-party websites. We are not responsible for examining or evaluating the content or accuracy of third-party information and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.
Lucie is not liable for harm or damages related to goods, services or any other transaction made in connection with a third-party site. Your use of a third-party site is be governed by the terms and conditions of that third-party site and so please review these carefully and make sure you understand them before you engage in anything. Any complaints or concerns about the third-party sites must be sent to the third-party site in question.
Modification of services and prices
We reserve the right to amend, modify and change any of the services, including but not limited to prices of services. Experts may no longer provide services as well as pricing of services may change from time to time.
Limitation of Liability
By using the platform and its services you agree that we are free from liability or responsibility for any damages. We are not responsible for the conduct on or off the platform of the customer, platform services, or expert. Lucie is not liable or responsible for any errors in, or failure to, provide platform services due to your error or failure to provide accurate information. Nothing in these terms and conditions will exclude or limit any warranty implied by the law that it would be unlawful to exclude or limit.
Disclaimer
Lucie provides the platform services only. We are not liable or responsible for any booking or for the performance of the expert services.
Indemnification
You agree to defend, indemnify and hold harmless Lucie from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs and expenses of any kind of nature including reasonable attorneys’ fees, made by third party due to or arising out of your breach of these terms and conditions of service or the documents they incorporate by reference or violation of any law or the rights of a third party.
Changes to Terms
We reserve the right to change and modify our terms and conditions at any time without notifying you first. By continually using the platform it you are agreeing to the current terms and conditions.
Contact information
Any questions about the terms and conditions, or other areas of lucie, please contact us at info@lucieapp.co.uk or on 0333 880 6730.