Terms of engagement

Updated 24 September 2026

These terms apply to every service, subscription and package engaged at a distance on holaowners.com. They are written for a consumer: if you are engaging us as a business or a professional, tell us, because some of the protections below do not apply to you.

Who provides the service

HolaOwners (trading name), NIF (Spanish tax number) Z0848512R, with registered address at Calle Zulaida 11, 03170 Rojales (Alicante), Spain. Email: contact@holaowners.com. Telephone and WhatsApp: +34 613 13 87 84. Any communication about an order may be sent to that email address. The other legal details are in the legal notice.

What we do and what we don't

HolaOwners accompanies you: we prepare, organise, translate (not as sworn translators), check and guide you through your procedures. We are neither a gestoría nor a law firm. We never sign on your behalf. The tax returns included in our service pages (modelo 210, 3 % withholding refund) are calculated, signed and filed by an external partner tax adviser, whom we instruct with your express consent and for the published fixed price. If any other procedure requires the signature of a registered professional, you choose that professional, engage them and pay them directly.

How to order

On the page of each service or package, the order button leads to an order page summarising the service, what it includes and its final price. You tick the mandatory box described below, in the section "Starting straight away", and pay on Stripe's payment page. The contract is concluded when Stripe confirms the payment. Straight afterwards you receive by email the sign-in link to your client area, where your order is shown. Communications can be in Spanish, English, Dutch, German or French.

Your client area

After payment, your client account is created automatically with the email you gave Stripe. There is no password: you sign in with a personal link we send you by email, valid for 72 hours, and you can ask for a new one at any time. In your client area you upload photos or PDFs of the documents your service requires and follow the status of your file. How we handle those documents is set out in the privacy policy.

Price and VAT

Published prices are final prices in euros, with VAT (21%) included: it is what you pay. The only things charged separately are official administration fees (for example the €9.84 of the NIE's 790/012 form), which you pay directly to the authority when the procedure requires them. The price paid does not change afterwards.

Payment

Payment is made on Stripe's payment page, hosted by Stripe, with the methods that page offers. Your card details are received by Stripe and never reach HolaOwners. Individual services and packages are paid in full, in one go, when you order. You receive an invoice for each payment.

Payment is made before we review your documents. That is why the 100% refund described below exists.

Monthly and annual subscriptions: renewal and cancellation

Services whose price is shown "per month" are a monthly subscription, and those shown "per year" an annual subscription. Stripe charges the first period when you order and each following period when it starts, with the same payment method: the subscription renews automatically until you cancel it. There is no tie-in.

You can cancel whenever you like from the Stripe customer portal, linked in your client area. Cancellation takes effect at the end of the period already paid: until then the service continues, and a period that has started is not refunded. Nothing in this section limits your right of withdrawal during the first fourteen days, explained below.

Packages

A package is paid in full when you order, like any other service. From payment, you have twelve months to use the services it contains, in whatever order suits your case. A package is not a subscription: it does not renew itself and there is nothing to cancel.

Your documents and timescales

You undertake to give us authentic, valid, legible and complete documents, and truthful data, your own or those of a person who has authorised you to give them to us. Our timescales start to run when your file is complete, that is when we have all the documents the service requires; if anything is missing, we tell you. We are not liable for the consequences of a false, expired or incomplete document you have given us.

We commit to our own work, not to the administration's calendar. We do not guarantee the date of an appointment, the time an application takes to be decided, or the decision of an authority or a bank. What we do guarantee is that the file is complete and correct when the moment comes, and that you know at all times where it stands.

If we cannot do it, we refund 100%

Because you pay before we see your documents, we commit to this: if, on reviewing your file, we see that we cannot carry out what you asked for, for example because the procedure requires a registered professional's signature or because your case falls outside what we do, we tell you and refund 100% of the price paid, by the same payment method, within fourteen calendar days of telling you. We would rather lose an engagement than take payment for one we cannot finish.

This refund covers what we see when reviewing your file. It does not cover the decision an administration, a bank or another third party makes on a procedure already prepared or filed, which does not depend on us.

Right of withdrawal

If you engage us as a consumer, you have fourteen calendar days from the conclusion of the contract, that is from payment of the order, to withdraw without giving any reason, under articles 102 to 108 of Spanish Royal Legislative Decree 1/2007. To exercise it, simply write to contact@holaowners.com saying that you withdraw, with your name and the order. You may also use the model withdrawal form in annex B of that law, but it is not compulsory. We refund what you paid, by the same payment method and at no cost, within fourteen calendar days of receiving your decision, less the proportionate part described in the next section.

Starting straight away: the box on the order page

So that we can start working as soon as you pay, the order page has a mandatory box. By ticking it, you expressly ask us to start immediately, before the fourteen days are over, and you acknowledge two things: that you lose the right of withdrawal once the service has been fully performed (article 103.a), and that if you withdraw after we have started, you pay us the proportionate part of the work done up to the moment you tell us of your decision, calculated on the total price (article 108.3). Without that box the order cannot be placed.

If you engage us as a business or professional

The right of withdrawal belongs to consumers: a client engaging us as a business or professional does not have it. The provider's liability towards a professional client is limited to the amount that client paid in the twelve months before the event giving rise to it, as set out in the legal notice.

Liability

We answer for our work in accordance with the law. We are not liable for the decisions or timescales of administrations, banks or other third parties, or for delays due to the force majeure events described in the legal notice. As a consumer, you always keep the rights that Spanish Royal Legislative Decree 1/2007 gives you.

Complaints

Write to contact@holaowners.com. We answer within five working days at the latest. If we do not reach an agreement, you may go to the consumer services of your region or municipality, and to the courts. The official complaint forms (hojas de reclamaciones) of the Valencian Community are available on request: ask for them at contact@holaowners.com and we send them the same day.

Applicable law and jurisdiction

These terms are governed by Spanish law. Any dispute shall be heard by the courts of Alicante, unless you engage us as a consumer: in that case you may bring proceedings before the courts of your own domicile.