General terms and conditions

1. What this document is for

This document explains what you are contracting when you contract with Iberfácil: how the engagement is formed, what it costs you, within what time limits, what each party is liable for and how it ends.

These terms apply to all services. Each service may also have its own particular terms, which specify scope, price and time limits. If a particular term says something different from what is said here, the particular term prevails in what it regulates; in everything else, this document prevails.

Your specific engagement is documented in an engagement sheet (hoja de encargo), which is where the scope, price and phases of your case are set out.

2. Who provides the service: a one-stop shop

Iberfácil provides the service directly and invoices you itself.

This means, specifically:

1. The contract is between you and IBERMÓVIL & HOSTING, S.L. (brand IBERFÁCIL). Your point of contact is Iberfácil.
2. To carry out your engagement, Iberfácil uses the means it considers appropriate: its own staff, self-employed professionals engaged by it, employees, or subcontracted collaborating firms and experts. Whoever carries it out is liable to Iberfácil; Iberfácil is liable to you.
3. Iberfácil always invoices you, for the full amount of the service. The professional who carries it out does not invoice you or charge you. If anyone asks you for a direct payment for a service contracted with Iberfácil, do not make it and let us know.
4. Whenever an identifiable professional acts on your behalf —typically a lawyer who defends you, a court procurator (procurador) who represents you or an expert (perito) who signs a report—, you are told who they are before they begin to act, and that professional keeps their technical independence and their responsibility under professional ethics. When the work is done by Iberfácil's in-house team and nobody acts on your behalf, you are not told the identity of each individual involved. None of this breaks the one-stop shop: you continue to contract with and pay Iberfácil.

3. Who can contract

Any adult with the capacity to enter into obligations may contract, as may any legal entity through its representative.

If you contract on behalf of another person or of a company, you declare that you have sufficient authority, and you may be asked to prove it.

4. How the engagement is formed

4.1 Two paths

• Direct services. Simple services with a set tariff (for example, a digital certificate or a vehicle report). You see the price, you contract, it is carried out.
• Services with a prior study. Before a price can be given to you, the facts and documentation have to be gathered and an assessment made of whether your case is viable and at what cost. The feasibility study is itself a service: it has its own scope, price and deliverable, and is contracted separately.

Which of the two paths each service follows is indicated on the service page before contracting.

4.2 The process, step by step

1. Contact and data collection. You tell us about your case through the channel you prefer (website, telephone, email, messaging, or at an Iberfácil Point).
2. Request for documentation. You receive a list of documents with a link to upload them. The list may grow as more is learned about your case: some documents first appear as optional and become mandatory at a later phase. You can always see the status of each one and why it is being requested from you.
3. Feasibility study, if the service requires it.
4. Quotation. With scope, phases, price and time limits. It has an expiry date.
5. Acceptance and engagement sheet. You accept the quotation and sign the engagement sheet. That is where what is done and what it costs is fixed.
6. Payment or advance on account (provisión de fondos), as the quotation states.
7. Execution, with follow-up in your private area.

No action with effects for you —filing a written submission, bringing a lawsuit, contacting a third party on your behalf— is begun before you have accepted the quotation and, where applicable, granted the necessary power of representation.

4.3 The quotation is by phases

Many services are quoted by phases: each phase has its own scope, price and time limit, and you are bound only by the phase you have accepted.

• The quotation states clearly which phases it includes, what each one covers and what it does not cover.
• Once a phase is finished, you decide whether to continue. There is no automatic continuation to a phase that has not been quoted.
• If a phase is not carried out, it is not charged.

4.4 Extension of the engagement

If, during execution, work appears that was not in the engagement —an appeal that was not foreseen, expert evidence requested by the lawyer, a formal request (requerimiento) from the Administration, a new phase—:

1. We tell you before doing it, explaining what it is, why it is needed and what it costs.
2. You are given an extension annex with the scope and price of that additional work.
3. It is not carried out until you accept it. Nothing is charged without prior acceptance.
4. If you do not accept it, you are told what consequences this has for your case and the engagement continues with its original scope, or is closed if it cannot continue.

The only exception: urgent and non-deferrable actions to spare you serious and irreversible harm (a deadline that expires within hours). In that case we act, you are informed immediately and the annex is regularised as soon as possible; if you do not accept it, you are charged only the costs actually incurred, without margin.

5. What is asked of you

• Truthful and complete information. You are responsible for the truthfulness of the facts and documents you provide. If you omit or falsify relevant information, Iberfácil is not liable for the consequences, and may terminate the engagement.
• Documentation on time. Time limits start to run when the necessary documentation is complete, not from the moment of contracting.
• Cooperation. Appearing when necessary, responding to requests, notifying us of any relevant change (address, telephone, notifications that you receive).
• Up-to-date contact details. Communications are sent to the details you have given us.
• Not acting in parallel without notice. If you hire another professional for the same matter or act on your own, tell us: it can affect the strategy and the time limits.

6. Representation and powers of attorney

To act on your behalf, you usually need to grant us power of attorney. Depending on the procedure, the route may be:

• An internal mandate that you sign on the platform (this is the normal route and covers most ordinary administrative management).
• An entry in the Electronic Register of Powers of Attorney (Registro Electrónico de Apoderamientos), when the public body requires it.
• An apud acta (power of attorney granted before the court), or a notarial power of attorney, when the procedure requires it.

In each case you are told which route is needed, what you have to do and within what time. Granting the apud acta or the notarial power of attorney is a personal act of yours: we accompany and instruct you, but we cannot do it for you.

You can revoke the representation at any time. Revocation stops future actions; it does not affect those already carried out or amounts already accrued.

If the Administration or the court requests, in the middle of the case, a power of attorney of a higher rank than the one you have already granted, it is not an error: you are notified, the corresponding procedure is opened and the rest of the case file proceeds while it is resolved.

Full details in the Electronic Signature Policy.

7. Price: three blocks that are never mixed

Every quotation and every invoice visibly separates three blocks:

7.1 Iberfácil's fees

What Iberfácil charges for providing you with the service. It carries the VAT (IVA) that applies to the service.

7.2 Third-party costs passed on

Expenses that Iberfácil contracts in its own name for your engagement (for example, a burofax (certified postal notice), a sworn translation, travel). They are passed on to you with the applicable VAT and with the margin that, where applicable, appears in the quotation.

7.3 Disbursements (suplidos)

Official fees and payments to the Administration and other payments that Iberfácil makes in your name and on your behalf.

• The receipt is issued in your name and with your NIF (Spanish tax identification number), even though Iberfácil actually makes the payment.
• They are re-invoiced to you at the exact amount, without margin and without VAT. They are not part of Iberfácil's taxable base.
• The original receipt is kept in your case file for the applicable period and you can request it while it is retained. That receipt is the proof that the amount is a disbursement.
• If, in a specific procedure, the receipt is issued in Iberfácil's name and not in yours, that amount is not a disbursement: it is treated as a cost passed on, with the applicable VAT, and appears as such in the quotation and the invoice. When that happens, you are told beforehand.

8. Advances on account

In some services you are asked for an advance before costs are incurred. When this happens:

• The quotation states what the advance is for: for disbursements and third-party costs, for fees, or for both, and in what proportion.
• The advance is settled: you are given an account of how it has been applied, with the receipts.
• Any surplus is returned to you. It is not retained as a credit balance in favour of Iberfácil unless you request it in writing.

9. Payment and the document you receive

• Payment is made in advance, unless the quotation says otherwise.
• Accepted means of payment: those offered on the platform from time to time (card, bank transfer, payment link) and, at the Iberfácil Points authorised for it, cash. The Point always issues a receipt and the amount is recorded in the same way in your case file.

Payment receipt and invoice. For every payment you receive a payment receipt. The invoice is always issued by Iberfácil and you can request it at any time.

10. Time limits

The time limits stated in the quotation are work estimates by Iberfácil, and start to run from the moment we have all the necessary documentation.

The following do not depend on Iberfácil, and therefore are not guaranteed: the response times of Administrations and courts, the schedules of judicial bodies, the actions of third parties and incidents affecting electronic offices (sedes electrónicas). If a time limit changes, you are informed.

11. Electronic signature

The documents you sign with Iberfácil are signed electronically on the platform. The method (acceptance checkbox, one-time code by SMS or email, or your own electronic certificate) depends on the document.

Each signature generates an evidence package —which document was signed, its digital fingerprint, how the signatory was identified, when, from where— that is kept and delivered to you with the document. The signed document carries a verifiable secure verification code (código seguro de verificación, CSV) and QR code when its type provides for it.

What exactly this signature is, what value it has and what it does not have, is set out in the Electronic Signature Policy.

12. How we communicate

• Private area: this is the main channel. There you have the status of the case file, the documents and the communications.
• Email and SMS: notices and links.
• WhatsApp: only if you have authorised it. You can unsubscribe by writing STOP in the channel itself, without losing the service: you will continue to receive communications through the other channels.
• Telephone: if a call is recorded, you are told at the start, the purpose is explained to you and you can refuse without losing the service.
• AI (artificial intelligence) assistants: when whoever is attending to you is an AI assistant, you are told, and you can ask to speak to a person at any time (article 5 of the Legal Notice).

Communications with contractual effects (quotations, annexes, notices of termination, formal requests) are always sent by a means that leaves a record and are kept in your case file.

13. What Iberfácil is liable for, and what it is not

13.1 What it is

Iberfácil is liable for the proper provision of the contracted service, even when it is actually carried out by a collaborating professional. You cannot be redirected to claim against the professional: your point of contact and the party responsible to you is Iberfácil.

Specifically, it is liable for:

• Providing the service with the professional diligence required.
• Choosing professionals with the qualification, professional registration and insurance in force that their activity requires, and checking this periodically.
• Meeting the time limits that depend on it.
• Keeping your documentation and your data in custody.
• Informing you of the status of your matter.

13.2 What it is not

• The outcome. A lawsuit, an appeal or a claim can be lost. Unless the quotation expressly says otherwise, the engagement is an obligation of means, not of result: Iberfácil undertakes to act with due professional care, not to achieve a particular outcome.
• The decisions of Administrations, courts and third parties, and their time limits.
• The consequences of false, incomplete or late information provided by you.
• Damage arising from force majeure.
• The technical judgement of the acting professional, which is theirs and their own responsibility under professional ethics, without this preventing you from claiming against Iberfácil for the provision of the service.

14. Right of withdrawal (consumers only)

If you contract as a consumer at a distance or off-premises, you have 14 calendar days to withdraw without giving any reason, counted from the conclusion of the contract.

• You can exercise it by any means; the simplest is from your private area or by writing to gestion@iberfacil.es.
• If you have expressly requested that the service begin before those 14 days end and you then withdraw, you will have to pay an amount in proportion to the service already provided.
• The right is lost if the service has been fully performed within that period at your express request and after you acknowledged that you would lose the right.
• If you asked us to start earlier and you withdraw with the work already started, the proportional part of the service provided until you notify us of the withdrawal is calculated on the total price of the service and is deducted from what you have paid: the difference is refunded to you and, if what you have paid does not cover it, you are invoiced only for what is missing up to that amount. Work that has only been started is not invoiced as if it were completed.
• Advances on account are settled with their receipts (article 8): what has already been paid in your name or has already accrued in relation to third parties (court procurator's tariff, official fees, expert's fees) is not refunded, nor is it charged again within the proportional part, and the surplus is returned to you.
• Refunds are made by the same means of payment, without undue delay and, in any event, before 14 calendar days have elapsed from when Iberfácil is informed of your decision to withdraw.

15. Cancellation, change of professional and termination

• You can cancel the engagement at any time. The work actually carried out and the costs incurred are settled with you, and the rest is returned to you.
• You can ask for a change of professional. If it is due to abandonment or proven malpractice, the change costs you nothing. Otherwise, you are quoted the cost of the change before it is made.
• Iberfácil may terminate the engagement if you provide false information, if the engagement turns out to be contrary to the law or to professional ethics, or if you are in serious default of payment. Termination is communicated in writing and with reasons, with sufficient notice for you to meet the applicable deadlines, and your entire case file is handed over to you.

16. Subscriptions

Subscription services are renewed for equal periods unless you cancel.

• You can cancel up to the day before renewal, from the private area or in writing.
• You are notified of the renewal and its amount with reasonable advance notice before it is charged.

17. Non-payment

17.1 If you are a consumer

Non-payment gives rise to a claim for the debt and for statutory interest, and may suspend the provision of unpaid services, with prior notice. No fixed surcharges or interest under Ley 3/2004 (Spanish law on combating late payment in commercial transactions) apply.

17.2 If you contract as a business or professional

Ley 3/2004 on combating late payment in commercial transactions applies: late-payment interest and the collection costs that the law itself recognises.

17.3 In both cases

• Suspension of the service for non-payment must not cause you to miss a deadline. Before suspending, you are notified and informed of the time limits running in your case file.
• Inclusion in credit information files (ficheros de solvencia patrimonial) will only take place if all legal requirements are met (a certain, due and payable debt, prior demand for payment) and with the prior information that the law requires.

18. Confidentiality

The documentation in your case file is subject to confidentiality. The team's access is limited to what is necessary for your engagement. For documents verifiable by CSV, any person who has the code can access the available verification record and download the original while it is available, in accordance with the Electronic Signature Policy and section 15 of the Privacy Policy.

The professionals involved are subject to their own duty of professional secrecy, in addition to the duty of confidentiality that they sign with Iberfácil.

Before accepting an engagement, a collaborating professional is shown only an internal report without your identification data: they know what needs to be done, where and with what background, but not who you are. Your identification data is only disclosed when the engagement is confirmed and that professional is going to work on your case.

19. Your personal data

How it is processed, for what purpose, who receives it and how long it is kept is set out in the Privacy Policy. It is a separate document and forms part of what you accept when you contract.

20. Changes to these terms

• Iberfácil may modify these terms. Changes are published with their version number and date.
• Changes do not apply retroactively to an ongoing engagement: your engagement is governed by the version you accepted, unless the law requires otherwise.
• If you contract a new service, you are shown and you accept the version in force at that time.
• Substantial changes to subscription services are notified to you in advance and you can cancel without penalty if you do not accept them.

21. Assignment

You may not assign your contractual position without Iberfácil's authorisation. Iberfácil may assign the contract to another company in the group or in the event of a restructuring, informing you and without worsening your terms.

22. Partial invalidity

If any clause turns out to be void, the rest remains in force, and the parties will replace the void clause with a valid one having an equivalent purpose.

23. Governing law, complaints and jurisdiction

These terms are governed by Spanish law.

Complaints. Write to gestion@iberfacil.es. You will receive a reply within a maximum of one month.

Jurisdiction. If you are a consumer, the courts of your place of residence. If you contract as a business or professional, the courts of Miranda de Ebro (Burgos).

24. Versions of this document

These terms fully replace the general terms and conditions published on 30 March 2025.

When you accept these terms on the platform, which version and in which language was shown to you is recorded, and you can download that exact version from your private area at any time.

In the event of any discrepancy between the Spanish version and any translation, the Spanish version prevails.