1. Who we are
Prime.lu (“Prime”, “we”, “our”) is a real estate marketplace operated in the Grand Duchy of Luxembourg. You can reach us at hello@prime.lu.
2. What Prime does
Prime lets owners, agencies and buyers list, discover and monitor residential properties in Luxembourg. We provide valuation estimates, sold-price references and alert tooling. Prime is an information service — we are not a real-estate agent, not a notary, and not a mortgage broker. We don’t hold client funds.
3. Your account
You need a verified email to list a property, save favourites or receive alerts. You are responsible for what happens under your account, for the accuracy of any listing you publish, and for telling us quickly if you suspect unauthorised use.
- You must be at least 18 years old.
- You must have the legal right to market any property you list.
- You may not list the same property more than once at the same time.
4. Listings & featured promotions
Listings are free to publish. Featured placement is a paid promotion — the current price and duration are shown at checkout and billed in euros by our payment partner, Dodo Payments. Promotion starts the moment payment clears and ends after the displayed duration.
Refund policy for featured listings, plain English:
- Activation failed on our end (payment cleared, promotion never went live, or wrong listing got promoted): full refund within 5 business days. No questions, no forms, just email us with your order ID.
- Property sold during the promotion: congratulations — that’s what you paid for. No refund, but we’ll happily transfer remaining days to another listing in your account at no charge.
- You changed your mind in the first 24 hours and the promotion is still live: full refund. Tell us before hour 24.
- Anything else after 24 hours: non-refundable. The slot was reserved, the impressions were spent, the algorithm did its thing.
Refund requests go to hello@prime.lu. We respond within 2 business days.
5. Valuation reports (one-time €19)
Each valuation report is a one-time digital product, not a subscription. You pay once, you get the PDF/HTML report by email within minutes, and that report is yours to keep. Reports are not auto-renewed and there is nothing to cancel.
Because the report is delivered the moment you pay, in line with EU consumer law (Directive 2011/83/EU, Article 16(m)) reports are non-refundable after delivery. If delivery fails on our end (e.g. webhook didn’t fire, no email arrived within 30 minutes), email us — we’ll either resend or fully refund.
6. Subscriptions (Pro / Studio)
Paid plans renew automatically — monthly or annually depending on what you selected at checkout — until you cancel. You can cancel any time from your dashboard or by emailing hello@prime.lu. Cancellation stops the next charge and you keep access through the end of your current billing period.
14-day money-back guarantee: if you’re a new subscriber and decide Prime isn’t for you within 14 days of your first charge, email us for a full refund. No questions, no forms, no “why are you leaving” survey to escape from. After the 14-day window, we don’t refund mid-period charges unless EU law requires it.
The 14-day guarantee applies to the first charge on each subscription tier. It does not stack across upgrades, downgrades, or repeat sign-ups for the same tier.
7. Acceptable use
- No fake listings, price baiting, or duplicate listings under different accounts.
- No scraping, reverse-engineering, or redistribution of our data without consent.
- No content that discriminates based on origin, religion, family status or any other protected class under Luxembourg law.
- No photos or floor plans you do not have the right to publish.
Breach of any of these entitles us to remove listings and suspend accounts without refund.
8. Data & estimates
Sold-transaction data shown on Prime is a preview dataset at launch and will be replaced by official land-registry feeds when available. Valuation figures are automated estimates, not appraisals. Do not rely on them as the sole basis for a transaction — consult a notary or chartered appraiser.
9. Our liability
Prime is provided “as is”. To the extent permitted by law, we are not liable for indirect or consequential losses arising from your use of the service or reliance on its data. Nothing in these Terms limits liability for gross negligence, wilful misconduct, or anything that cannot be limited under mandatory Luxembourg or EU law.
10. Changes to the service
We iterate quickly. We may change, pause or discontinue parts of the service with reasonable notice. Material changes to paid features will be communicated by email before they take effect.
11. Governing law
These Terms are governed by the laws of the Grand Duchy of Luxembourg. Disputes are subject to the exclusive jurisdiction of the courts of Luxembourg City, without prejudice to any mandatory consumer-protection forum available to you under EU law.
Questions? hello@prime.lu.