Terms & Conditions of Service
1. Introduction
This platform is operated and owned by lucie ('we', 'us' and 'our'). These terms and conditions govern your access to and use of our platform.By accessing or using our platform, you agree to be bound by these terms and conditions. If you do not agree to any part of these terms, you must stop using the platform immediately.We reserve the right to modify these terms at any time without prior notice. Your continued use of the platform following any changes constitutes acceptance of those changes. We recommend checking this page periodically for updates.For questions about these terms, contact us at info@lucieapp.co.uk.
2. About our service
lucie is a booking platform connecting clients directly with exclusive experts who provide premium services in your home or chosen location. We carefully select and vet all experts to ensure quality service.
2.1 Service Locations
We currently operate in:LondonThe CotswoldsIbizaParisMany of our experts travel between these locations.
2.2 Our Experts
All experts are handpicked, tried, and tested by the lucie team and our trusted brand ambassadors. We verify that all experts have relevant and applicable insurance before listing their services.
3. Booking information
3.1 Minimum Call-Out Fee
A minimum call-out fee of £40 applies to all bookings to ensure experts' time is valued.
3.2 Booking Changes
To change a booking, please go into the booking card on your app and select EDIT. Here you will be able to select another date and time. If the appointment is within 24 hours and you wish to change you will need to contact your expert direct. Please note due to the 24 hour cancellation policiy they are not obligated to make any changes.
3.3 Tipping
You may tip experts directly if you wish. The method of tipping can be arranged between you and the expert if in cash, or email us to add this on to your account.
3.4 Add-On Treatments
If you verbally approve additional services or treatments during your appointment, you agree to pay for these add-on services. Payment will be processed as follows:If you have saved payment details on our system, you will be automatically charged after the appointmentIf you do not have saved payment details, we will send you an invoice which must be paid within 5 days of receiptFailure to pay for approved add-on treatments may result in suspension of your account and further action to recover payment
4. Eligibility & Relationship
4.1 Age Restriction
Our platform is restricted to users 18 years and older. By using our platform, you confirm that you are at least 18 years of age.
4.2 Children's Treatments
Any bookings for children's treatments require a parent or guardian to be present throughout the entire treatment.
4.3 Platform Role
lucie is a booking platform only. We do not supply services directly or employ experts. When booking an expert, you enter into a contract with the expert, not with lucie. We accept no liability or responsibility for the expert's performance.
5. User Conduct
5.1 Client Responsibilities
You must treat all experts with respect and courtesy. This includes providing a safe, clean, and appropriate workspace and complying with all current government and industry health regulations.
5.2 Service Refusal
Experts may refuse service if:You fail to provide a safe, clean, and appropriate locationYou behave in a discourteous, disrespectful, abusive, or otherwise inappropriate manner
5.3 Account Termination
We reserve the right to terminate your access to the platform at our discretion if we determine you have violated these terms.
6. Payments
6.1 Payment Process
Full payment is required at the time of booking. You agree to provide complete, correct, and true billing and payment information.
6.2 Security
We use secure payment providers to protect your personal information.
6.3 Fee Structure
After a service is completed, lucie collects a commission fee from the expert, with the remainder going to the expert.
7. Booking Process
7.1 Making a Booking
Follow the instructions on the application to make a booking, providing all necessary information. Full payment will be taken at booking.
7.2 Finding Experts
Use the search icon to find specific brands and experts, view their availability, and book appointments.
8. Cancellation Policy
8.1 24-Hour Policy
You may cancel free of charge up to 24 hours before the appointment. Cancellations within 24 hours of the appointment will be charged the full cost.
8.2 Late Arrivals
A 15-minute grace period applies for both customers and experts. If you are more than 15 minutes late, the expert has the right to leave, and you will be charged in full.
8.3 Expert Lateness
If an expert is more than 30 minutes late, you will only be charged 50% of the total booking fee, subject to the situation. Contact us within 48 hours of the appointment for a refund.
8.4 Expert No-Shows
If an expert fails to attend due to unforeseeable circumstances, contact us within 48 hours for a full refund.
9. Complaints Procedure
Complaints should be directed to the expert when possible. For further assistance, contact us at info@lucieapp.co.uk.
10. Privacy & Data Protection
Your privacy and personal information are important to us. All information collected through the platform will be handled according to our privacy policy, available on the lucie website and mobile application.
11. Intellectual Property
We own this platform and all associated intellectual property rights. Nothing in these Terms grants you any legal rights to the platform. lucie™ is our trademark.
12. Platform Accuracy
While we strive to ensure the platform is accurate and functional, we cannot guarantee it will be so at all times. Any reliance you place on the platform is at your own risk.
13. Third Party Links
The platform may contain links to third-party websites or services. We are not responsible for examining or evaluating third-party content, products, or services and assume no liability for them.
14. Service & Price Changes
We reserve the right to change any services and prices. Experts may discontinue services, and prices may change from time to time.
15. Limitation Of Liability
By using the platform, you agree that we are not liable for any damages. We are not responsible for the conduct of customers or experts, or for errors in service due to inaccurate information.
16. Disclaimer
lucie provides platform services only. We are not responsible for bookings or expert service performance.
17. Indemnification
You agree to defend and hold lucie harmless from claims arising from your breach of these terms or violation of any law or third-party rights.
18. Changes to terms
We reserve the right to modify these terms at any time. Continued use of the platform constitutes acceptance of current terms.
19. Contact information
For questions about these terms or any aspect of lucie, contact us at info@lucieapp.co.uk or 0333 880 6370.