Terms and Conditions

Last updated: 20 July 2026

These Terms and Conditions govern access to and use of the Trusted Help Spain website, accounts, memberships, helper profiles, help requests, contact features, reviews, reporting tools and related platform services.

By creating an account, submitting a helper application, purchasing or activating membership, or using restricted platform features, you agree to these Terms and the Trusted Help Spain Code of Conduct.

If you do not agree, you must not create an account, purchase membership or use restricted platform features.

1. Platform Operator

Trusted Help Spain is operated by:

Legal name: [FULL LEGAL NAME OR COMPANY NAME]
Trading name: Trusted Help Spain
Legal form: [AUTÓNOMO / S.L. / OTHER]
Registered or business address: [FULL ADDRESS]
Tax identification number: [NIF / NIE / CIF / VAT NUMBER]
Registration details: [WHERE APPLICABLE]
Email: info@trustedhelpspain.com
Website: https://trustedhelpspain.com

If membership payments are collected by a different entity, that entity must also be identified:

Payment-collection entity: [LEGAL NAME]
Role: [PAYMENT COLLECTOR / AGENT / MERCHANT OF RECORD]
Address and registration details: [DETAILS]

The entity responsible for providing the membership service must be clearly identified before payment.

2. Nature of Trusted Help Spain

Trusted Help Spain is a membership and online-intermediation platform for everyday, non-medical practical help in Spain.

The platform can provide:

Reviewed helper profiles
Private seeker accounts
Protected help requests
Regional and category-based searches
Contact features
Helper verification processes
Reviews and reporting options
Platform guidance and safety information

Trusted Help Spain does not provide the practical help itself and is not a party to the direct agreement between a seeker and a helper.

3. What Trusted Help Spain Is Not

Trusted Help Spain is not:

A healthcare, nursing or personal-care provider
A care agency or regulated-care service
An emergency or crisis service
An employer or temporary-work agency
A transport operator
A childcare provider
A legal, financial, tax or medical adviser
A payment processor for the practical help
A guarantor of any user or direct arrangement

Nothing in these Terms overrides mandatory employment, consumer, tax or other applicable law.

4. Definitions

In these Terms:

Account means a registered seeker, helper-applicant or helper account.
Active Region means a region in which Trusted Help Spain has opened relevant platform access.
Business Helper means a helper using the platform as an autónomo, company or other professional or commercial operator.
Consumer means a natural person acting mainly outside their trade, business or profession.
Direct Agreement means the agreement made directly between a seeker and helper concerning the practical help.
Helper means an independent user approved to offer permitted practical help through the platform.
Membership means paid or otherwise authorised access to defined platform features.
Platform means the Trusted Help Spain website, accounts, profiles, searches, requests, contact options, reviews and related features.
Seeker means an adult using the platform to look for practical help.
User Content means profiles, photographs, requests, reviews, messages and other material submitted by users.

5. Eligibility

Restricted platform features may only be used by people aged 18 or over.

By creating an account or applying, you confirm that:

You are legally capable of entering into these Terms
Your information is accurate
You will use the platform lawfully
You will follow these Terms and the Code of Conduct
You will not request or offer prohibited services

Accounts for children are not permitted. Any family-related request involving a child must be created and managed by an adult with appropriate authority.

6. Accounts and Account Security

Users must:

Provide accurate and current information
Keep login information secure
Not share their account with unauthorised people
Not create false, duplicate or misleading accounts
Notify Trusted Help Spain of suspected unauthorised access

Users are responsible for activity carried out through their account unless the activity resulted from a security failure attributable to Trusted Help Spain.

7. Private Seeker Accounts

Seekers are not displayed in a public seeker directory.

Other seekers cannot browse seeker accounts or private help requests.

Approved helpers may only receive information relevant to:

Helpers do not receive general access to private seeker accounts and must not use seeker information outside the relevant enquiry or request.

8. Helper Applications and Initial Approval

Applying as a helper does not guarantee approval.

The initial application and verification process can include:

Identity verification
A video intake
Reference checks
An online-presence check
Information relevant to the selected help categories
Acceptance of the Code of Conduct
Internal suitability and safety review

The exact information requested can depend on the categories and type of support offered.

Trusted Help Spain may approve, decline, pause or request further information about an application.

9. Membership Activation and Profile Review

After completing the initial verification process and receiving approval, the helper activates the applicable membership and creates a helper profile.

The completed profile is reviewed internally before publication to check that:

It is consistent with the application and verification process
It has been completed clearly and appropriately
The categories correspond with the support discussed
It does not contain misleading or contradictory information
It only offers permitted, non-medical help
It complies with these Terms and the Code of Conduct

The profile only becomes visible after this final review.

This profile review is an internal publication check and is not displayed as a verification check.

10. Verification Information and Helper Statuses

A published helper profile may show completed verification checks such as:

Only checks that have actually been completed are shown.

After completing the required verification process and receiving approval, the helper activates their membership and creates a helper profile. The completed profile is then reviewed manually before publication to confirm that it is accurate, consistent with the verification process and compliant with the platform rules. The profile only becomes visible after this final review.

Once published, the profile may also show the helper’s current platform status:

Verification checks indicate which review steps were completed. Helper statuses provide context about the helper’s stage and platform record.

Trusted Help Spain may review, change or remove verification information or a helper status if information changes, concerns arise or platform requirements are no longer met.

Verification and status information do not guarantee future behaviour, quality, reliability, safety or suitability.

11. Helper Profile Visibility

Approved helper profiles may be visible across active regions and relevant help categories.

Profile access depends on the user’s role:

A limited visitor preview may omit the helper’s full name, photograph, detailed description, rate and contact information.

Trusted Help Spain may correct, hide or request changes to profile content that is inaccurate, incomplete, inappropriate, unlawful or outside the platform rules.

12. Permitted Practical Help

Trusted Help Spain supports the following practical-help categories:

Shopping and Errands
Appointment Support
Language Help
Pet Help
Check-ins
Companionship
Nanny and Family Help
Light Garden Help
Handyman-style Help
General Practical Support

The support offered must remain lawful, practical, non-medical and within the helper’s experience and stated boundaries.

Some activities may require additional registration, insurance, qualifications, licences or legal arrangements. The helper remains responsible for determining and meeting those requirements.

13. Prohibited Help

The platform must not be used to request, offer or arrange:

Medical care or medical advice
Nursing
Personal or intimate care
Medication management
Wound care
Therapy or crisis intervention
Emergency assistance
Regulated care services
Lifting or transferring people
Heavy, hazardous or specialist cleaning
Unsafe or high-risk physical work
Legal, financial or medical representation
Childcare requiring qualifications, registration or authorisation the helper does not hold
Work requiring licences, qualifications or insurance the helper does not possess
Handling of bank cards, PIN codes, passwords or sensitive financial access
Illegal, exploitative, abusive or discriminatory services

Trusted Help Spain is not an emergency service. Immediate danger or urgent medical, police, fire or crisis situations must be directed to the appropriate Spanish service.

14. Responsibilities and Code of Conduct

All users must follow the Trusted Help Spain Code of Conduct.

Seekers are responsible for describing requests accurately, selecting helpers carefully, respecting boundaries, confirming arrangements and paying helpers as agreed.

Helpers are responsible for keeping profiles accurate, communicating rates and conditions clearly, accepting only suitable work and staying within permitted categories and their own abilities.

A breach of the Code of Conduct is also a breach of these Terms.

15. Independent Helper Status

Helpers use the platform independently.

Trusted Help Spain does not:

Assign specific work
Require helpers to accept requests
Set helper rates
Set working hours
Pay helpers for practical help
Direct how agreed help is performed
Guarantee clients or income

Helpers determine their own availability, rates, payment methods, boundaries and accepted requests.

Helpers are responsible for their own tax, social-security, insurance, registration, immigration, licensing and other legal obligations.

The description of helpers as independent users does not override mandatory law or determine legal status where the actual circumstances establish otherwise.

16. Direct Agreements and Payment for Help

Any practical-help arrangement is made directly between the seeker and helper.

Before the help takes place, both sides should agree on:

The type and scope of help
What is and is not included
Date, time and location
Expected duration
The helper’s rate
Travel or additional costs
Payment method and timing
Cancellation arrangements
Access and practical boundaries

Trusted Help Spain does not process payment for the practical help and is not responsible for collecting or transferring that payment.

A membership cancellation does not automatically cancel an existing direct agreement between a seeker and helper.

17. Membership Plans and Prices

Trusted Help Spain may offer monthly, annual, early-access or other membership plans.

Before payment, the checkout must show:

The membership type
The total price and applicable taxes
The billing period
Whether it renews automatically
The renewal price
When access begins
How to cancel
Applicable withdrawal rights
Any regional or access limitations

Consumer prices include applicable taxes unless clearly stated otherwise in accordance with the law.

Membership covers access to platform features. It does not include the cost of practical help and does not guarantee that a suitable helper, enquiry or request will be available.

18. Conditional Approval and Activation

Payment does not override approval requirements.

Where a seeker payment is taken before final account approval, membership access remains conditional on approval.

If Trusted Help Spain declines the account before membership access is activated, the membership payment will be refunded in full.

Helper applications are free unless clearly stated otherwise. A helper only activates paid membership after initial approval.

If Trusted Help Spain decides not to provide paid membership after receiving payment, for reasons not caused by the user’s breach or failure to provide required information, the affected payment will be refunded.

19. Contract Formation and Confirmation

A membership contract is formed when Trusted Help Spain accepts the membership, receives or confirms payment and sends the user an electronic confirmation.

The payment button must clearly indicate that placing the order creates a payment obligation. Recurring payments must also be clearly disclosed before the order is placed.

The confirmation should include or link to:

Consumer prices include applicable taxes unless clearly stated otherwise in accordance with the law.

Membership covers access to platform features. It does not include the cost of practical help and does not guarantee that a suitable helper, enquiry or request will be available.

20. Automatic Renewal

A membership only renews automatically when this is clearly stated before purchase.

A monthly recurring membership renews monthly. An annual recurring membership renews annually, unless the checkout states that it is fixed-term and non-renewing.

Trusted Help Spain will not charge an undisclosed renewal price.

Where an introductory annual plan is described as applying for the first 12 months, it will not renew at an unspecified future price. Before renewal, the applicable price must be communicated. Express acceptance will be requested where required.

21. Price Changes

Price changes do not apply retrospectively or during a prepaid membership period.

A changed price may apply from the next renewal after the member has received clear advance notice.

Trusted Help Spain will normally give at least 30 days’ notice of a membership-price increase. The member can cancel before the new price takes effect.

No higher renewal price will be charged before it has been clearly communicated.

22. How to Cancel Membership

A member may cancel a recurring membership at any time by sending an email to:

info@trustedhelpspain.com

Use the subject:

Cancel Membership

The email should include:

No reason for cancellation is required.

The cancellation request is effective when the email is received. Trusted Help Spain will confirm the cancellation by email and stop future renewals.

To avoid the next payment, the cancellation email should be sent before the renewal date. If a renewal payment is taken after a cancellation request was received in time, that renewal payment will be refunded.

Unless the member requests immediate account closure:

This email procedure remains available until a self-service cancellation tool is introduced. Spanish consumer law requires continuous-service contracts to state the termination procedure and prohibits disproportionate obstacles to cancellation.

23. Account Closure

Cancelling renewal and closing an account are related but distinct actions.

A cancellation email stops future membership renewal. The account normally remains accessible until the current paid period ends.

A user who also wants the account closed immediately should state this clearly in the email.

An immediate account closure may result in:

Closing an account does not remove responsibilities arising from an existing direct agreement.

24. Consumer Right of Withdrawal

A consumer who purchases membership online normally has 14 calendar days from the conclusion of the membership contract to withdraw without giving a reason.

Withdrawal can be exercised by:

Where the consumer expressly asks for membership access to begin during the withdrawal period, Trusted Help Spain may charge a proportionate amount for the service already provided if the consumer later withdraws, but only where the legal requirements for doing so have been met.

Where the service has been fully performed during the withdrawal period, the right may end only where the consumer gave the required express consent and acknowledgement.

A valid withdrawal refund will be made without undue delay and no later than 14 days after Trusted Help Spain is informed, using the original payment method unless otherwise agreed.

Cancellation of future renewal and legal withdrawal are different rights:

25. Refunds

Subject to mandatory consumer rights:

Cancelling future renewal does not automatically produce a partial refund because access remains available until the end of the paid period
A full refund is provided when a paid account is declined before access is activated
Duplicate or unauthorised payments will be investigated and corrected
A payment charged after a timely cancellation request will be refunded
Refunds required because of withdrawal or lack of conformity will be handled according to applicable law
If Trusted Help Spain ends a paid membership without user breach, an appropriate refund for unused access may be provided

A suspension or termination caused by serious misuse does not automatically create a refund entitlement, but mandatory legal rights remain unaffected.

26. Platform Service and Legal Conformity

Trusted Help Spain will aim to provide the membership service in accordance with the description and features shown when the contract is concluded.

Consumers retain their mandatory rights when a paid digital service does not conform to the contract. Depending on the circumstances, these can include correction of the problem, a proportionate price reduction or termination of the contract.

Temporary maintenance, reasonable updates or short interruptions do not automatically constitute non-conformity.

27. Early Access and Regional Availability

Trusted Help Spain may open region by region.

People in regions that are not active may register interest or apply as helpers. A region may be activated when there is sufficient demand, enough suitable helper applications and adequate verification and operational capacity.

Registration of interest or a helper application does not guarantee:

Early-access features and membership conditions may develop as the platform grows, subject to existing contracts and mandatory rights.

28. No Guarantee of Help, Enquiries or Income

Seeker membership provides access to available platform features. It does not guarantee:

Helper membership provides profile visibility and access to relevant platform features. It does not guarantee:

29. Reviews and User Content

Users remain responsible for the content they submit.

User Content must be:

Reviews must be based on a genuine experience and must not contain false claims, threats, personal attacks, discriminatory content or sensitive personal information.

Users retain ownership of their content but grant Trusted Help Spain a non-exclusive licence to store, display, reproduce, format and moderate it as necessary to operate the platform.

This licence ends when the content is deleted, except where retention remains necessary for backups, legal obligations, reports, disputes or platform safety.

30. Reports and Content Moderation

Illegal, unsafe or prohibited profiles, requests, reviews or other content can be reported through the relevant reporting feature or by emailing Trusted Help Spain.

Reports should identify:

Trusted Help Spain may use technical security or spam tools to flag content. Material moderation decisions are not intended to be made solely by automated means.

Depending on the circumstances, Trusted Help Spain may:

Request clarification or corrections
Restrict visibility
Remove content
Pause a profile
Restrict account functions
Suspend or terminate an account
Contact the appropriate authorities where required

Where legally required, the affected user will receive a clear reason for a restriction and information about the available review process. The Digital Services Act requires clear terms about moderation restrictions, an accessible electronic notice mechanism and reasons for qualifying moderation decisions.

31. Review of Platform Decisions

A user may request review of a decision concerning:

Rejected or removed content
Profile restrictions
Account suspension
Membership termination
Verification information
Helper status
A rejected helper application

The request must be emailed to info@trustedhelpspain.com and explain the decision being challenged and any relevant facts.

Trusted Help Spain will review the request fairly and communicate the outcome within a reasonable period.

Immediate restrictions may remain in place while a serious safety, fraud, privacy or legal concern is reviewed.

32. Suspension and Termination

Trusted Help Spain may restrict, suspend or terminate access where a user:

Breaches these Terms or the Code of Conduct
Provides materially false information
Misuses personal data
Offers or requests prohibited help
Creates a safety or legal risk
Engages in fraud, harassment or serious misconduct
Repeatedly fails to meet payment obligations
Misuses reviews or reporting tools
Attempts to bypass account or membership restrictions

Measures should be proportionate to the seriousness and frequency of the issue.

Where appropriate, Trusted Help Spain may first request corrections or issue a warning. Immediate action may be taken where necessary to protect users, prevent fraud, meet a legal obligation or address a serious risk.

33. Additional Terms for Business Helpers

This section applies where a helper uses Trusted Help Spain in connection with a trade, business or professional activity.

Search Results and Visibility

Helper profiles shown to seekers are primarily influenced by:

Approved helpers can also search available private help requests. The requests shown are primarily influenced by:

Standard membership does not provide higher ranking or priority placement unless such a feature is introduced and clearly disclosed.

Trusted Help Spain does not provide competing practical-help services or give its own services preferential placement.

Access to data

A business helper may access data made available through their account, such as:

A helper does not receive access to:

Access ends when the account or relevant membership access ends. Trusted Help Spain may retain information in accordance with the Privacy Policy.

Offering services elsewhere

Trusted Help Spain does not prevent helpers from offering services through their own website, other platforms or direct channels, or from setting different prices elsewhere.

Restrictions and termination

Where applicable law requires it, a business helper will receive reasons for restrictions or suspension.

Termination of the complete service for a business helper will normally be communicated in advance, subject to exceptions for legal obligations, serious risk, urgent misconduct or repeated breaches. EU platform-to-business rules require transparent ranking information, reasons for restrictions and generally at least 30 days’ notice before full termination, subject to stated exceptions.

Changes affecting business helpers

Material changes to these Terms affecting business helpers will normally be communicated on a durable medium at least 15 days before taking effect, with a longer period where significant technical or commercial changes are required.

The business helper may terminate during that notice period. Retroactive changes will not be imposed unless legally required or beneficial to the business helper.

34. Tax Information and Platform Reporting

Helpers remain responsible for declaring their own income and meeting their tax obligations.

Where tax-reporting or platform due-diligence rules apply, Trusted Help Spain may be legally required to request and verify information such as:

Trusted Help Spain may report legally required information to the competent tax authority.

EU and Spanish DAC7 rules can require qualifying platform operators to perform due diligence and report information concerning sellers providing personal services through digital platforms. The precise application to Trusted Help Spain must be confirmed with a tax adviser based on the final operating and payment model.

35. Data Protection

Personal data is processed in accordance with the Trusted Help Spain Privacy Policy.

Users must not collect, copy, disclose or use personal data obtained through the platform for unrelated purposes, marketing, external lists or unauthorised contact.

Profile data, seeker information, messages and request details may only be used for the intended platform interaction.

36. Intellectual Property

The Trusted Help Spain name, branding, website design, original text, guides, templates, graphics and platform structure belong to Trusted Help Spain or its licensors.

Users may not copy, scrape, sell, reproduce or commercially exploit platform material without permission.

Nothing in these Terms transfers ownership of a helper’s own name, business identity, photograph or original profile content to Trusted Help Spain.

37. Third-Party Services

Trusted Help Spain may use third-party services for hosting, payments, email, forms, security, analytics, maps or communication.

Those providers may have separate terms and privacy policies.

Trusted Help Spain is not responsible for an independent third party’s services or systems, but this does not remove responsibility that cannot legally be excluded.

38. Platform Availability and Changes

Trusted Help Spain does not guarantee uninterrupted access.

Temporary restrictions may occur because of maintenance, updates, security incidents, hosting failures, third-party services or events outside reasonable control.

Features may be updated, replaced or discontinued. Paid members will be informed where a material change significantly affects the membership service.

A material reduction in prepaid access will be handled in accordance with the contract and mandatory consumer rights.

39. Liability

Trusted Help Spain remains responsible for its own contractual obligations and for liability that cannot legally be excluded.

Trusted Help Spain is not responsible merely because:

A user provides inaccurate information
A helper declines a request
A seeker does not contact a helper
A direct agreement is not performed as expected
A user breaches the law or these Terms
A payment dispute arises between seeker and helper
A helper fails to meet personal tax, insurance or licensing obligations

Nothing in these Terms excludes or limits liability for fraud, intentional misconduct, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

Any limitation must be interpreted consistently with mandatory consumer rights.

40. Complaints

Complaints concerning membership or services provided by Trusted Help Spain can be sent to:

Include the account email, a clear description of the issue and the requested resolution.

Trusted Help Spain will acknowledge and review complaints within a reasonable period.

Official consumer complaint forms will be made available where required by applicable regional or national law.

The former European Online Dispute Resolution platform has been discontinued and should not be included as an active complaint route.

41. Changes to These Terms

Trusted Help Spain may update these Terms because of:

Material changes will be communicated in advance where required.

Changes will not remove accrued consumer rights or retrospectively alter a completed prepaid period unless required by law or expressly agreed.

The current version and update date will remain available on the website.

42. Governing Law and Jurisdiction

These Terms are governed by Spanish law, without removing any mandatory protection available to a consumer under the law applicable to that consumer.

Consumers may bring proceedings before the courts available under mandatory consumer-law jurisdiction rules, including the courts of their place of residence where applicable.

Disputes involving business users may, where legally permitted, be submitted to the courts of:

Orihuela, Alicante, Spain

43. General Provisions

If part of these Terms is invalid or unenforceable, the remaining provisions continue to apply.

A delay in enforcing a right does not mean that the right has been waived.

These Terms, the applicable membership information, Privacy Policy and Code of Conduct form the principal platform agreement.

Where mandatory law conflicts with these Terms, mandatory law prevails.

44. Contact

For questions about these Terms:

Trusted Help Spain
Email: info@trustedhelpspain.com
Address: [FULL POSTAL ADDRESS]
Website: https://trustedhelpspain.com

Model Withdrawal Form

Complete and send this form only when you wish to exercise a legal right of withdrawal.

To: Trusted Help Spain
Email: info@trustedhelpspain.com
Postal address: [FULL ADDRESS]

I hereby give notice that I withdraw from my contract for the following membership:

Membership type:
Order or transaction reference:
Date ordered:
Name:
Account email address:
Address, where required:
Date:
Signature, only when submitted on paper: