Last updated: September 7, 2026
These terms are the agreement between you and Lux Services ("Lux", "we") for the use of the Lux platform at lux-services.com and the Lux app (the "Platform"). By creating an account or booking a service, you accept them. If you are a service provider, the section "For providers" also applies to you.
1. What Lux is
Lux is a marketplace. It connects people who need home services in Mexico City with independent professionals ("providers") who perform them. Providers are not employees of Lux. Lux does not perform the services itself; it operates the Platform, verifies providers, processes payments and provides support.
Services offered at launch: home cleaning, handyman work, laundry and dog walking, in Roma Norte, Roma Sur, Condesa, Hipódromo and Juárez, between 7:00 and 20:30 (Mexico City time). We may add or remove services and areas at any time.
2. Your account
- You must be at least 18 years old.
- The information on your account must be true and kept up to date, including your phone number and the address where the service takes place.
- You are responsible for everything done from your account. Keep your password private and tell us at support@lux.mx if you think someone else is using it.
- One person, one account. We may close duplicate or fraudulent accounts.
3. How a booking works
- You choose a provider, a service, a date and a time, and describe the job (for example, home size and extras for cleaning, estimated hours for handyman work, estimated weight for laundry, or walk length for dog walking).
- You see the full price before you confirm.
- When you confirm, we place a hold on your card for the estimated total. You are not charged yet.
- The provider has a limited time, shown in the app, to accept. If they accept, the booking is confirmed and you are notified. If they decline or do not answer in time, the booking is cancelled, the hold is released and you are not charged.
- The provider performs the service and marks it complete in the app. At that moment your card is charged the approved amount and you receive a receipt.
4. Prices, fees and taxes
- Each provider sets their own rate, above a minimum that Lux sets per service.
- The price you pay is the provider's rate for the job, plus a Lux service fee of 20% of that amount, plus VAT (IVA) at 16% on the service amount. All of it is shown before you book.
- Example: 3 hours of cleaning at MXN 100 per hour is MXN 300, the Lux fee is MXN 60, IVA is MXN 48, and the total is MXN 408.
- Prices are in Mexican pesos. Your bank may apply its own fees or exchange rate if your card is not a Mexican card.
- The provider receives 100% of their rate. The Lux fee pays for the Platform, verification, payments and support.
5. When the price can change
Some jobs cannot be priced exactly in advance:
- Laundry is priced by weight. The provider weighs your laundry at pickup and records the weight in the app.
- Handyman work is priced by the hour. If the job needs more hours than booked, the provider records the extra time in the app.
If the recorded weight or hours change the price, you receive a request to approve the new amount before it is charged. You can approve or decline. Nothing above the amount you approved is ever charged. Lux may place the hold at booking for a higher estimate (for example, the maximum laundry weight) so that one charge covers the job; you only pay the approved amount.
6. Payment
- We accept debit and credit cards and Apple Pay. Payments are processed by Stripe. Lux does not store your full card number.
- For bookings more than six days away, the hold is placed a few days before the visit instead of at booking.
- If a hold or a charge fails, we tell you and ask you to update your card. A booking whose payment cannot be secured before the visit may be cancelled.
- For recurring bookings (weekly or every two weeks), each visit is held and charged separately, after that visit is completed. You can stop the series at any time from your account.
- Receipts are available in your account. If you need a tax invoice (CFDI), write to support@lux.mx.
7. Changes, cancellations and refunds
- You can reschedule a confirmed booking up to 24 hours before the start, from your account, to a time the provider has available.
- You can cancel a booking at any time before it starts. If you cancel more than 24 hours before the start, you pay nothing and any hold is released.
- If you cancel less than 24 hours before the start, or the provider arrives and cannot perform the service because of you (nobody home, no access, unsafe conditions), Lux may charge a late cancellation fee of up to 50% of the provider's rate for that visit. That fee goes to the provider.
- If the provider cancels, or does not show up, you pay nothing and we help you book someone else.
- Lux may cancel a booking for safety, fraud or legal reasons, or because a provider became unavailable. You are not charged for bookings Lux cancels.
- Refunds go back to the card you paid with. Your bank usually shows them within 5 to 10 business days.
8. At your home
- Be present, or make sure someone over 18 can give the provider access, at the booked time.
- Tell us at booking if there are pets in the home. Providers see this before they accept.
- Put away cash, jewellery and other valuables. Point out anything fragile.
- Provide a safe working environment. Providers may refuse work that is unsafe, illegal or different from what was booked, and may leave if they are treated with disrespect.
- For laundry: check pockets, and do not include items that need dry cleaning or special treatment unless the provider's profile says they accept them.
- For handyman work: materials are not included unless the provider says so. Work that needs a licence (gas, main electrical panels, structural changes) is out of scope.
9. If something goes wrong
Tell us within 48 hours of the visit at support@lux.mx or through the support chat in the app, with photos where possible. We look into every report, and we can refund all or part of a booking, in which case the provider's payment is adjusted. If an item is damaged, we will work with you and the provider to resolve it. Lux's responsibility for any booking is limited to the amount paid for that booking.
10. Reviews
After a completed booking you can rate and review the provider. Reviews must be honest and about the service. We remove reviews that are abusive, discriminatory, contain personal data or were not written by the customer of that booking.
11. Rules for everyone
You agree not to:
- give false information or use someone else's identity or payment method;
- book a job through Lux and then arrange to pay for it, or for later jobs with the same provider, outside Lux;
- harass, threaten or discriminate against anyone;
- record or photograph a provider or customer without permission;
- copy, scrape or interfere with the Platform.
We may suspend or close accounts that break these rules.
12. For providers
- To offer services you must complete your profile, upload a valid identity document (INE or driver's licence, front and back, or the photo page of a passport) and a selfie holding it, be approved by Lux, and connect a payout account through Stripe. Lux may reject or suspend a provider at any time, with the reason sent by email.
- You are an independent professional. You choose your rate, your schedule and your service areas. You decide which requests to accept. You are responsible for your own tools, transport, taxes and legal obligations. Nothing in these terms creates an employment relationship with Lux.
- Accept requests only when you can do the job at the booked time. Arrive on time, do the work described, keep the customer's home and belongings safe, and mark the job complete in the app only when it is done.
- Record weight or hour changes in the app before completing the job, so the customer can approve them. Do not ask customers for payment outside the Platform.
- You receive 100% of your rate and any approved adjustments. Payment is transferred to your Stripe account 24 hours after the job is marked complete, minus any refund issued for that job. Stripe's terms apply to your payout account.
- Late cancellation fees paid by customers are passed to you. Cancelling accepted jobs repeatedly, arriving late or receiving credible complaints may lead to suspension.
- Customer names, addresses and phone numbers are shared with you only for the job and only while it is active. Do not store or use them for anything else.
13. Privacy
How we use personal data is explained in our Privacy Policy. Providers and customers must treat each other's personal data with the same care.
14. Intellectual property
The Platform, its design, its text and its trademarks belong to Lux. You may use them only to use the Platform. Content you upload (photos, reviews, profile text) stays yours; you give Lux permission to display it on the Platform.
15. Availability
We work to keep the Platform running, but it may be unavailable at times for maintenance or for reasons outside our control. We are not responsible for losses caused by outages, or by delays and failures of third-party services such as payment networks and messaging carriers.
16. Changes to these terms
We may update these terms. If a change matters to you, we tell you by email or in the app before it takes effect. Continuing to use the Platform after that date means you accept the new terms. The current version is always available at lux-services.com/terms-of-service.
17. Law and disputes
These terms are governed by the laws of Mexico. Any dispute is heard by the courts of Mexico City, and you and Lux waive any other jurisdiction. Consumers keep all rights under the Federal Consumer Protection Law and may contact PROFECO at any time.
18. Contact
Lux Services, Mexico City. Email support@lux.mx, or use the support chat in the app.