Legal

Terms and conditions

Last reviewed: 24/10/2026. This is an English translation; in case of discrepancy the Spanish version prevails.

1. Purpose

The service provider is the holder identified in the legal notice. Email: info@holapapeles.com · Phone: +34 669 104 595 (art. 97.1.c TRLGDCU). Customer support is by email: info@holapapeles.com.

Document-management and preparation service for the procedure you buy, as described on its page (“What we do”). Hola Papeles provides a document preparation and management service; it is not a law firm, does not provide legal advice and does not guarantee outcomes.

2. Price

Our fee, VAT included, shown before you pay. Official fees, notary, sworn translation, apostille and travel are not included. The client pays the official fee directly to the authority. The service is paid in advance; see “Payment in advance” in section 5.

3. Client’s obligations

Provide authentic and truthful documents, attend in person the appointments that require it (for example, fingerprinting) and tell us about any change in your situation.

4. What is not included

Legal advice, appeals, penalty or expulsion proceedings, and the sale or booking of appointments. We do not guarantee the authority’s decision.

5. Right of withdrawal

You have 14 calendar days from purchase to withdraw without giving any reason (TRLGDCU, arts. 102 to 108). You can do it with the “Withdraw from contract here” button, always visible in the footer and in your client area. We will send you an acknowledgment of receipt on a durable medium without delay (art. 106.3 TRLGDCU and art. 11a of Directive 2011/83/EU, added by Directive (EU) 2023/2673).

If you want us to start before the 14 days are over, you can expressly ask us by ticking two optional boxes before payment: in one you ask us to start now, during the withdrawal period, and in the other you acknowledge that you will lose the right of withdrawal once the service has been fully performed. If you do not tick them, we start when the withdrawal period ends. If you asked us to start now and withdraw within the 14 days and before the service is complete, you will pay the proportional part of the service already provided (art. 108.4, in connection with art. 98.8 TRLGDCU). Once the service has been completed you can no longer withdraw (art. 103.a). We record those choices with your order and confirm them in the confirmation email. We will refund you within 14 calendar days using the same payment method.

Payment in advance

Payment in advance. The service is paid in advance. If you don't ask us to start earlier, we start when the 14-day withdrawal period ends; if you withdraw within that period, we refund the full amount. If you ask us to start now and withdraw before the service is complete, we refund the amount minus the part already provided; once the service has been fully performed, you can no longer withdraw. Official fees (e.g. 790-012) are paid to the authority and are never refundable by us. We do not offer a commercial guarantee. Your statutory rights apply, including the 14-day right of withdrawal.

Model withdrawal form

Annex I(B) of Directive 2011/83/EU (Annex B of the TRLGDCU).

6. Complaints

Write to info@holapapeles.com. Official complaint forms are available: ask us by email and we will send them to you. You can also contact the consumer services of your autonomous community or local council.

Alternative dispute resolution (Law 7/2017, art. 40): Hola Papeles is not a member of any consumer alternative dispute resolution body or consumer arbitration system.