Terms and Conditions

1. Who we are and what these terms cover

These terms are a contract between you and Hola Money SL ("Hola", "we", "us"), a Spanish company with CIF B26671347 and registered office at Calle Granada 7, 04820 Vélez-Rubio, Almería, Spain. You can reach us at [email protected]. For the TIE renewal service we also answer at [email protected], and for the digital certificate service at [email protected].

They apply to the portal at app.holagestoria.es and to every service you start through it, whichever of our websites (holagestoria.es, tierenewal.es, digitcertificate.es) brought you here. The marketing websites have their own legal notices; the contract for your application or case is this one.

You accept these terms on the first step of every service you start, and again on registration. Each acceptance is recorded — which version, when, in which language, from which address — because a contract you cannot later prove is not much of a contract for either of us.

You must be at least 18 and able to enter into a contract. If you start a service for somebody else (a family member, say), you confirm that you are entitled to give us their documents and that you have shown them these terms and the Privacy Policy.

2. Definitions

• "Hola-provided service": a service Hola performs itself on its workflow engine — at present the Withdrawal Agreement TIE renewal and the digital certificate for individuals. What you start is an "application".
• "Gestor-provided service": a service performed by an independent gestor you choose on the portal, with Hola acting as the platform and collecting payment. What you start is a "case".
• "External service": a service advertised in our catalogue but contracted on another company's website. We only give you the link.
• "Gestor": an independent professional (an autónomo or a company) whom we have verified and who offers services on the portal under a separate agreement with us. Gestors are not our employees or agents.
• "Government fee": an amount we pay to a public administration on your behalf and at cost, such as the tasa 790-012 for a TIE renewal.
• "Authority": any public body or private issuer whose decision the service depends on — the Policía Nacional and the Oficina de Extranjería, the trust service provider that issues a digital certificate, the tax agency, and so on.
• "Consumer": a natural person acting for purposes outside their trade, business or profession, as defined in the Spanish consumer law (TRLGDCU). Some rules below apply only to consumers, and we say so where they do.

3. What we provide, and what we do not

For a Hola-provided service, we prepare and present your paperwork to the relevant authority on your instructions: we read your documents, fill in the official forms, pay any government fee, book appointments where the service includes one, and tell you what to do and when. The Withdrawal Agreement TIE renewal ends with an appointment we book for you at the Policía Nacional, which you attend in person. The digital certificate is issued by Firmaprofesional, S.A. through its registration authority Gong Time, S.L., who identify you by video call; we are the requesting entity that collects your documentation and raises the request.

For a gestor-provided service, the gestor you choose performs the professional work and is responsible for it. Hola provides the portal, verifies the gestor's identity and credentials before they are listed, collects the payment, holds the conversation, and steps in if there is a dispute. The gestor's own professional obligations (secrecy, insurance, their professional body's rules) apply to them directly.

For an external service, the contract is with the other company under its own terms. We are not a party to it and we do not vouch for it beyond having chosen to list it.

We are a private company. We are not a public administration, not the Policía Nacional, not the Oficina de Extranjería, not a tax office and not a court, and we do not act on their behalf. We cannot make an authority decide in your favour, faster, or at all; we can make your application as complete and correct as your documents allow.

We do not give legal advice. Where a question needs a lawyer, we will say so.

4. Your account, and starting as a guest

You may start a Hola-provided service without an account: the first step opens as a guest, so that you can see what we ask before you give us an email address. After the opening questions we ask for a name and an email, and the guest session becomes your account. If the email already has an account, we do not attach the guest session to it; we send that account a link and only its owner can merge them.

Before we accept documents or payment we need your email address confirmed. Keep your sign-in details to yourself; you are responsible for what is done from your account until you tell us it has been compromised, at which point we lock it.

One account serves every service, on every one of our sites. A gestor is an account with a gestor profile; the same account may act as a customer.

5. Your documents and your obligations

You must give us genuine, complete and current documents, and truthful answers. We read your documents to fill in forms; you check what we read and confirm it before anything is filed. Once you confirm a detail, it is yours: an application is filed on what you confirmed.

You must keep the documents an authority will want to see valid and to hand. An identity document that expires between your application and your appointment, or a document that turns out not to be the one the authority accepts, is not something we can cure, and the consequences are set out in the guarantee section below.

You must not upload anything you have no right to share, anything altered, or anything that is not yours to use. We may close an application or case, and end the account, where we reasonably believe a document is false — and we may be obliged to report it.

Attend the appointments booked for you, on time and with what we tell you to bring. A missed appointment can be rebooked where slots exist, but the delay and any repeat government fee are yours.

6. How your documents are read: artificial intelligence

To save you typing, the images and files you upload — passports, residence cards, identity cards, NIE certificates, padrón certificates and similar — are read by an artificial-intelligence model. Photographs of you and of your documents, and the text we extract from them, are transmitted for that purpose to AI model providers through OpenRouter, Inc., under OpenRouter's Zero Data Retention mode, as OpenRouter itself defines it in its Zero Data Retention documentation. Under that mode the model provider does not retain your data after processing the request and does not use it to train or improve a model, as that documentation describes. The models we use are currently Anthropic's Claude models.

Our systems are configured to refuse any request that cannot be routed under Zero Data Retention. Turning that off is not an option on our side; if a request cannot be routed that way, it fails, and a person at Hola reads the document instead.

What the model reads is only ever a draft. A person — you, on the review step, and our staff before anything is filed — checks it. No decision about your application is taken by the model alone.

This processing is a condition of the service: it is how the service works, and we cannot perform it another way at this price. By accepting these terms you consent to it, as the Privacy Policy sets out in more detail. If you do not want your documents read this way, do not start the service; we will tell you what a fully manual alternative would cost if you ask.

7. Prices, tax and government fees

The price of a Hola-provided service is the one shown to you before you pay, on the payment step. It includes Spanish VAT (IVA) at the applicable rate unless the payment step says otherwise. Marketing pages show the current price for information; the price you are charged is the one on the payment step.

Government fees are shown separately and passed on at cost, without any margin. They are set by the administration and can change; if a fee changes between your paying it and our paying the administration, we will tell you the difference before anything else happens, and you may cancel for a full refund of what you have paid if you prefer.

The price of a gestor-provided service is either the fixed price in the catalogue or, for services marked as priced individually, the quote the gestor gives you after reading your case. Nothing is charged until you have seen the price and chosen to pay. Subscription services are billed per period at the price shown when you subscribe, until you or the gestor end the subscription.

Prices for external services are given for information only; the other company's price is the one that applies.

8. Payment and invoices

We invoice and collect payment through our billing system at billing.hola.money (WHMCS). Card payments are processed by that system's payment gateway (Stripe); we never see or store your full card number. An invoice is issued to the billing details you give us, and a copy stays available in the portal.

For a gestor-provided service, we collect the full amount on the gestor's behalf and pass on the gestor's share under our agreement with them. Your invoice for the professional work is the gestor's; the portal fee, where one applies, is ours.

An application or case waits until its payment has cleared. Where a payment fails or is reversed after we have paid a government fee or a gestor has begun work, you owe us that amount, and we may suspend the service until it is paid.

9. Timescales, guarantees and refunds

We tell you what to expect at each step. Timescales are estimates unless a section below calls something a guarantee: most of what takes time is in the hands of an authority.

TIE renewal (Withdrawal Agreement): if we cannot obtain a police appointment for you, you do not pay. Our service fee is refunded in full; a government fee we have already paid on your behalf is refunded to you if the administration returns it to us, and we will pursue that on your behalf.

Digital certificate: if the combination of nationality and identity document you have cannot be processed by the issuer, we tell you, at no charge, before you pay. If, after payment, we have not raised your request with the registration authority within 24 hours of your having completed every customer step (documents accepted, contract signed, video identification passed), you may ask for a full refund of our fee.

Gestor-provided services: the gestor states an estimated timescale when accepting your case. If a gestor does not deliver, you may open a dispute from the case; we review it, and may refund some or all of what you paid, reassign the case to another gestor, or both.

• No guarantee covers, and no refund is due for: a decision by an authority — a refused or delayed application, an appointment cancelled by the police, a certificate the issuer declines to issue — where we did what the service consists of.
• Delay or failure caused by you: a missed appointment, a document you were asked for and did not provide, a detail you confirmed that turned out to be wrong, or a document that expired or was not the one the authority accepts.
• Work already performed at your express request before you cancel (see the next section).
• The part of a government fee the administration keeps.

Refunds go back the way you paid, within 14 days of our agreeing them.

10. Your right to withdraw, and what starting now means

If you are a consumer, you have the right to withdraw from this contract within 14 days of the day you paid, without giving a reason. To do so, tell us clearly by email to [email protected] (or the service address above) from the email address on your account; you may use the model form annexed to the Spanish consumer law, but you do not have to. We will refund you within 14 days of your telling us, by the means you used to pay.

Our services start as soon as you have paid: we begin reading your documents, preparing forms and, where the service includes it, paying government fees and looking for appointments. By paying, you expressly request that we begin performing the service during the withdrawal period, and you acknowledge that once the service has been fully performed you lose the right to withdraw.

If you withdraw before the service is fully performed, you pay for the part performed until you told us, in proportion to the total price, and any government fee already paid to an administration that does not return it. The rest is refunded.

The withdrawal right does not replace the guarantees above; it sits beside them.

11. The marketplace: gestors, disputes and reviews

You choose your gestor. We show you verified profiles, ratings and languages; we do not assign one to you unless the platform has to step in (a suspension, a dispute, a gestor who stops taking work), in which case the price does not change.

The gestor is responsible for the professional work and its accuracy. We verify identity, professional credentials and, where applicable, professional-body registration before listing a gestor, and we remove gestors who breach our rules. We do not supervise each piece of work and we are not liable for a gestor's professional advice; our liability is for the platform and for our own services.

If something goes wrong with a case, open a dispute from the case page within 30 days of the event. We look at the case history, the messages and the documents, hear both sides, and decide. Our decision settles the dispute between you and the gestor on the platform; it does not stop you exercising your legal rights.

After a case, you may leave a review. Reviews must be honest and about the service; we remove reviews that are abusive, unrelated, or that we have reason to believe are not genuine.

12. Limitation of liability

We are liable for what we promise here and for damage we cause by our own fault. Our total liability to you for an application or case, whatever its legal basis, is limited to the price you paid us for that application or case, including government fees we have received.

We are not liable for indirect or consequential loss: lost income, lost opportunities, travel or accommodation you booked around an appointment, or the consequences of an authority's decision or delay, except where the loss is caused by our wilful misconduct or gross negligence.

Nothing in these terms limits liability that cannot be limited by law: for death or personal injury caused by negligence, for fraud, or the rights you have as a consumer under Spanish and EU law, which these terms do not reduce.

We keep the portal running with care, but we do not promise it will be available at all times. We will tell you about planned maintenance where we can.

13. Data protection

What we do with your personal data — what we collect, why, who receives it (including the AI processing above, the issuer's video identification, our billing system and the gestors), how long we keep it and how to exercise your rights — is in the Privacy Policy. It forms part of these terms and you accept it together with them.

Documents you upload are stored encrypted, on private storage, readable only by you and the people handling your application or case, and their contents are deleted 365 days after the application or case closes.

14. How we communicate

We contact you about your application or case by email, and where the service needs it by SMS or WhatsApp to the number you give us, in the language of your account. Some messages come from our partners: the registration authority (Gong Time) and the issuer (Firmaprofesional) email and text you to sign the contract and run the video identification for a digital certificate; a gestor writes to you in the case thread and, if you agree, by other means.

Service messages are part of the service and you cannot opt out of them while an application or case is open. Marketing messages are sent only if you asked for them and stop the moment you say so.

Keep your contact details current. A notice sent to the email on your account counts as received.

15. Changes to these terms

These terms are versioned by date. The version in force is the one shown at the top of this page; you accept a specific version, and that version governs the application or case you accepted it for.

We may change the terms for new applications and cases at any time by publishing a new version. For an application or case already open, a change applies only if it is required by law or by a change in how an authority or partner operates, or if it is to your advantage; otherwise the version you accepted stays in force until that application or case closes. Where a new version does apply to an open application, we ask you to accept it before you continue, and you may instead cancel under the withdrawal and refund rules above.

16. Ending the contract

You may cancel an application or case from the portal at any time before it is completed; what you are refunded is set out in the withdrawal and guarantee sections. You may close your account when nothing is open on it; we keep what the law requires us to keep (see the Privacy Policy) and delete the rest.

We may end an application, case or account, with notice by email, if you breach these terms in a way that matters — false documents, abuse of our staff or of a gestor, non-payment — or if we are required to by law or by an authority. In that case we refund the part of the price for services not yet performed, unless the breach is the reason we cannot perform them.

Provisions that by their nature outlast the contract — liability, disputes, governing law, the record of your acceptance — survive its end.

17. Governing law, courts and complaints

These terms and every application and case under them are governed by Spanish law. If you are a consumer, you also keep the protection of any mandatory rules of the country where you live in the EU.

Disputes are heard by the courts of the consumer's domicile in Spain, or, for a consumer resident elsewhere in the EU, by the courts that the EU rules on jurisdiction give you. For anyone who is not a consumer, the courts of Almería, Spain, have exclusive jurisdiction.

Before going anywhere else, tell us: a complaint to [email protected] gets an answer within 15 working days. The European Commission's online dispute resolution platform is at ec.europa.eu/consumers/odr. We are not bound to take part in alternative dispute resolution before a consumer arbitration body unless we say so in writing, but we will tell you which bodies are available if you ask.

If a court finds any part of these terms invalid, the rest stands, and the invalid part is read as closely to its purpose as the law allows.

18. Language

These terms are published in Spanish, English and German. Because the contract is governed by Spanish law and offered to consumers in Spain, the Spanish version is the authoritative one and prevails in case of any difference. You may deal with us in any of the three languages.