Privacy Policy

Last updated: 20-07-2026

This Privacy Policy explains how Trusted Help Spain processes personal data when you visit our website, create an account, apply as a helper, register interest, contact us, use our platform or interact with our services.

Trusted Help Spain is a controlled marketplace and membership platform for practical, non-medical help in Spain. People seeking practical support can search for verified local helpers and decide themselves who to contact. We are not a care provider, employer, emergency service or healthcare platform.

We process personal data in accordance with the General Data Protection Regulation (EU) 2016/679, the Spanish Organic Law 3/2018 on Personal Data Protection and Guarantee of Digital Rights, and other applicable Spanish and EU data protection rules.

1. Data controller

The data controller responsible for the processing of your personal data is:

Business name: [LEGAL NAME / BUSINESS NAME]
Trading name: Trusted Help Spain
Legal form: [AUTÓNOMO / S.L. / OTHER]
Registered address: [ADDRESS]
Tax identification number: [NIF / NIE / CIF]
Email: info@trustedhelpspain.com
Website: https://trustedhelpspain.com

If a Data Protection Officer is appointed, the contact details will be:

Data Protection Officer: [DPO NAME OR “Not appointed unless legally required”]
DPO email: [DPO EMAIL OR PRIVACY EMAIL]

2. Scope of this Privacy Policy

This Privacy Policy applies to personal data processed through:

The Trusted Help Spain website
Account registration forms
Helper application forms
Seeker registration or early access forms
Contact forms
Membership forms
Verification processes
Email communications
Support messages
Reports and complaints
Reviews and feedback
Analytics and cookies
Any other platform functionality made available by Trusted Help Spain

This Privacy Policy does not apply to websites, services or platforms operated by third parties.

3. Key principles

Trusted Help Spain processes personal data according to the following principles:

Lawfulness, fairness and transparency
Purpose limitation
Data minimisation
Accuracy
Storage limitation
Integrity and confidentiality
Accountability

We only aim to collect personal data that is necessary for clear platform purposes, such as account management, helper verification, safety, communication, membership access, support and legal compliance.

4. Categories of personal data we may process

Depending on how you use Trusted Help Spain, we may process different categories of personal data.

4.1 Website visitor data

When you visit the website, we may process:

IP address
Browser type
Device type
Operating system
Pages visited
Date and time of visit
Referring website
Cookie identifiers
Analytics data
Consent preferences

This data may be processed for website security, analytics, cookie consent management, performance and technical operation.

4.2 Contact form data

When you contact us, we may process:

Name
Email address
Phone number, if provided
Region or town
Preferred language
Reason for contact
Message content
Any information you include in your message

Please do not send sensitive information unless it is necessary for your request.

4.3 Seeker account data

If you create a seeker account or register interest as someone looking for help, we may process:

Name
Email address
Phone number, if provided
Region or town
Preferred language
Type of help needed
Whether the help is for you or someone else
Practical details about the request
Account login details
Membership status
Communication history
Support requests
Reviews or reports submitted
Safety-related notes where necessary

Seeker accounts are intended to be private. Trusted Help Spain does not publish seeker profiles as a public directory.

4.4 Helper application and profile data

If you apply to become a helper, we may process:

Name
Email address
Phone number
Region or town
Languages spoken
Help categories offered
Experience
Availability
Own rate or price indication, where provided
Short profile introduction
Profile photo
Contact preferences
Application answers
Agreement with platform rules
Verification status
Public profile information, if approved
Reviews received
Reports or complaints related to the profile

If approved, selected helper profile information may become visible on the platform.

4.5 Helper verification data

To review helper applications and reduce risk, Trusted Help Spain may process verification data.

Because identity documents contain sensitive and extensive personal information, Trusted Help Spain follows a data minimisation approach. This means we aim to verify identity without keeping a full copy of an identity document unless it is strictly necessary, legally justified and proportionate.

Helper verification data may include:

Identity document type
Name and surname
Date of birth, where necessary
Document number, where necessary
Country of issue, where necessary
Expiry confirmation, where necessary
Confirmation that the document was visually checked
Verification date
Name of the person who completed the check
Video intake notes
Reference names and contact details
Reference responses
Profile review notes
Social/profile check notes based on publicly available information
Verification checklist status
Completed verification checks, such as Identity Checked, Video Intake Completed, References Checked and Online Presence Checked
Internal approval or rejection notes

Where possible, Trusted Help Spain records only the result of the ID-check instead of storing a full copy of the identity document.

If a copy or image of an identity document is ever requested, this will only be done where necessary for a specific verification purpose. The copy should be stored securely, access should be strictly limited, and it should be deleted as soon as it is no longer necessary for that purpose, unless a longer retention period is legally required.

ID documents, reference details and internal verification notes are not displayed publicly on helper profiles.

4.6 Reviews, feedback and reports

If reviews, feedback or reporting features are used, we may process:

Review content
Rating, where applicable
Date of review
Name or account connected to the review
Profile being reviewed
Report details
Complaint details
Evidence or supporting information provided
Internal moderation notes
Outcome of review or complaint handling

Reviews may be moderated before publication. Reports and complaints may be handled internally and may not be publicly visible.

4.7 Membership and billing data

If membership payments are enabled, we may process:

Name
Email address
Membership plan
Payment status
Billing address, if required
Invoice details
Transaction reference
Subscription start and end date
Renewal or cancellation status
Tax-related information where required

Payment card details are normally processed by the payment provider and not stored directly by Trusted Help Spain.

Payment providers may act as independent controllers or processors depending on the service used. Their own privacy policies may also apply.

4.8 Communications data

When we communicate with you, we may process:

Email messages
Support requests
Platform messages
Notification preferences
Marketing consent status
Administrative messages
Records of replies
Date and time of communication

We may use this data to answer questions, manage accounts, provide support, handle safety issues and send necessary service information.

4.9 Marketing and newsletter data

If you subscribe to updates, early access, newsletters or launch notifications, we may process:

Name
Email address
Region of interest
User type, such as seeker, helper or partner
Language preference
Marketing consent
Email engagement data, such as opens and clicks where applicable
Unsubscribe status

You can unsubscribe from marketing emails at any time.

4.10 Special category data

Trusted Help Spain does not intentionally request special category data unless strictly necessary and legally justified.

Special category data can include information about health, disability, racial or ethnic origin, religious beliefs, political opinions, trade union membership, biometric data, genetic data or sexual orientation.

Because people may contact Trusted Help Spain in personal situations, they may voluntarily include sensitive details in messages or help requests. We ask users not to provide unnecessary sensitive information.

If sensitive information is provided, we will process it only where necessary, proportionate and legally permitted, for example to respond to a request, protect users, handle a report or comply with legal obligations.

5. Purposes of processing

Trusted Help Spain may process personal data for the following purposes:

Operating and maintaining the website
Creating and managing user accounts
Managing private seeker accounts and early access interest
Reviewing and processing helper applications
Carrying out helper verification steps
Displaying approved helper profiles on the platform
Managing membership access and account permissions
Providing support and responding to messages
Making contact possible between seekers and helpers where this feature is available
Managing reviews, ratings and feedback
Handling reports, complaints and safety concerns
Enforcing platform rules, Code of Conduct and account restrictions
Preventing misuse, fraud, unsafe behaviour or unauthorised access
Sending administrative messages about accounts, applications, memberships or platform use
Sending marketing messages where consent has been given
Understanding demand by region, language and help category
Improving the platform, user experience, safety structure and service offering
Meeting legal, tax, accounting and regulatory obligations
Protecting the rights, safety and legitimate interests of users and Trusted Help Spain

6. Legal bases for processing

Trusted Help Spain processes personal data only where there is a valid legal basis.

Depending on the purpose, the legal basis may be:

6.1 Contract or pre-contractual steps

We may process data when it is necessary to provide platform access, manage accounts, process membership, handle helper applications, respond to requests before registration or provide requested services.

6.2 Consent

We may rely on consent for newsletters, non-essential cookies, certain marketing communications and some optional information.

You can withdraw consent at any time. Withdrawal does not affect processing that took place before consent was withdrawn.

6.3 Legal obligation

We may process data where required by law, including accounting, tax, consumer, platform, data protection or legal compliance obligations.

6.4 Legitimate interests

We may process data where necessary for legitimate interests, provided your rights and freedoms do not override those interests.

Legitimate interests may include:

Operating and improving the platform
Reviewing helper applications
Maintaining trust and safety
Preventing fraud or misuse
Handling reports and complaints
Moderating reviews
Protecting users and the platform
Responding to non-marketing enquiries
Keeping records of important communications
Understanding platform demand by region and category
Securing the website and systems

6.5 Vital interests

In exceptional cases, we may process data if necessary to protect someone’s vital interests, for example in a serious safety situation. Trusted Help Spain is not an emergency service, and urgent situations should be directed to the appropriate emergency services.

6.6 Legal claims

We may process data where necessary to establish, exercise or defend legal claims.

7. Helper verification and privacy

Helper verification is one of the most sensitive parts of the platform.

Trusted Help Spain may request verification information to help reduce risk and create clearer trust signals before a helper profile becomes visible.

Verification may include:

ID-check
Video intake
Reference check
Profile review
Social/profile check
Code of conduct acceptance
Internal approval checklist

Trusted Help Spain follows the principle of data minimisation. Where possible, we verify identity by checking the identity document and recording only the verification result, rather than keeping a full copy of the document.

If Trusted Help Spain needs to store a copy or image of an identity document, this will only be done when it is strictly necessary, legally justified and proportionate. Access to identity documents will be limited to authorised persons, and the document will be deleted as soon as it is no longer necessary for the verification purpose, unless a longer retention period is legally required.

Reference details, identity documents and internal verification notes are not shown publicly. Helper profiles may show the completed verification checks and the helper’s current platform status. Private verification documents, reference details and internal review notes are not displayed.

Verification helps reduce risk, but it is not an absolute guarantee of future behaviour, quality, safety or availability.

8. Public profile information

Approved helper profiles may be visible to members or users of the platform.

A public or member-visible helper profile may include:

Name
Region or town
Languages
Help categories
Short introduction
Photo
Availability
Own rate or price indication
Completed verification checks and current helper status
Reviews
General experience information

Helpers should not include sensitive personal information in public profile fields.

Trusted Help Spain may edit, reject or remove profile content that violates platform rules, privacy rules or safety standards.

9. Private seeker accounts

Seeker accounts are intended to be private.

Trusted Help Spain does not publish seeker profiles as a public directory.

Some seeker information may be used internally for account management, platform access, support, safety, communication and matching relevant help requests with platform functionality.

Users should avoid sharing unnecessary sensitive information in help requests or messages.

10. Reviews and reports

Trusted Help Spain may process reviews, feedback and reports to support trust and safety.

Reviews may be visible to other users if published.

Reports and complaints are normally handled internally and may be used to review accounts, pause profiles, update or remove verification information or a helper status, moderate content or take other appropriate action.

We may keep records of reports and complaints where necessary for safety, legal, compliance or dispute-handling purposes.

11. Cookies and similar technologies

Trusted Help Spain may use cookies and similar technologies on the website.

Cookies may be used for:

Strictly necessary website functions
Security
Cookie consent management
Analytics
Performance
Embedded content
Marketing, if enabled

Non-essential cookies should only be used where legally permitted and, where required, after consent has been obtained.

A separate Cookie Policy should explain which cookies are used, who provides them, what they do, how long they last and how users can manage consent.

Users should be able to accept, reject or configure non-essential cookies where required by applicable law.

12. Analytics

Trusted Help Spain may use analytics tools to understand how visitors use the website.

Analytics may help us understand:

Which pages are visited
Which regions generate interest
Which help categories are popular
How users find the website
Whether forms and pages work properly
How the platform can be improved

Where analytics uses cookies or similar technologies that are not strictly necessary, consent may be required.

13. Email marketing

Trusted Help Spain may send marketing emails, launch updates, early access updates or newsletters if you have subscribed or given consent where required.

Marketing emails may include:

Platform updates
New region announcements
Helper application updates
Safety information
Blog articles
Early access information
Membership updates
Relevant service information

You can unsubscribe at any time by using the unsubscribe link or contacting us.

Service emails related to your account, membership, application, verification, security or legal notices may still be sent where necessary.

14. Who we share personal data with

Trusted Help Spain may share personal data only where necessary and legally permitted.

Recipients may include:

Website hosting providers
Email service providers
Form and CRM providers
Membership or payment providers
Analytics providers
Cookie consent providers
Security and backup providers
Cloud storage providers
Professional advisers, such as lawyers, gestor, accountants or tax advisers
Verification service providers, if used
IT support providers
Public authorities, courts or regulators where legally required

We do not sell personal data.

We do not publish ID documents, reference details or private seeker account details.

15. Processors and third-party providers

Trusted Help Spain may use third-party providers to operate the website, manage forms, process memberships, store data, send email, analyse website performance, provide security or support verification.

Where a provider processes personal data on behalf of Trusted Help Spain, we aim to use appropriate data processing agreements.

Some providers may act as independent controllers for certain processing activities, such as payment providers or analytics providers, depending on the service.

Users should also review the privacy policies of relevant third-party services where applicable.

16. International transfers

Some service providers may process personal data outside the European Economic Area.

Where personal data is transferred outside the EEA, Trusted Help Spain will aim to ensure that appropriate safeguards are in place, such as:

17. Data retention

Trusted Help Spain keeps personal data only for as long as necessary for the purposes described in this Privacy Policy, unless a longer period is required by law.

Retention periods may depend on the type of data.

Possible retention approach:

Website analytics data: up to 14 months, unless the data has been anonymised or aggregated and can no longer identify an individual.
Contact form messages: up to 12 months after the last contact, unless a longer period is needed to handle a request, complaint, safety concern, legal obligation or dispute.
Seeker account data: while the account is active and up to 12 months after account closure, unless longer retention is needed for legal, safety, dispute or platform protection purposes.
Helper application data: while the application is active and up to 12 months after approval, rejection or withdrawal, unless longer retention is needed for legal, safety, dispute or platform protection purposes.
Approved helper profile data: while the profile is active and up to 12 months after deactivation, unless longer retention is needed for legal, safety, dispute or platform protection purposes.
Verification data: only as long as necessary for verification, safety, legal or dispute purposes, and normally no longer than 12 months after the verification decision or profile deactivation.
ID document copies: as short as reasonably possible and normally no longer than 30 days after the ID-check has been completed, unless longer retention is legally required or necessary for a dispute, safety concern or suspected misuse.
Reference details: while the helper application or profile is active and up to 12 months after rejection, withdrawal or profile deactivation, unless longer retention is needed for safety, legal, dispute or platform protection purposes.
Reports and complaints: up to 24 months after the report or complaint is closed, unless longer retention is needed for legal, safety, dispute or platform protection purposes.
Billing and invoice data: for the legally required accounting and tax retention period, normally up to 6 years.
Marketing data: until consent is withdrawn or the data is no longer needed, with consent records kept for up to 24 months after withdrawal where needed to demonstrate compliance.

18. Security measures

Trusted Help Spain aims to use appropriate technical and organisational measures to protect personal data.

These may include:

Access controls
Password protection
Secure hosting
SSL encryption
Limited access to verification data
Role-based permissions
Secure storage of documents
Backups
Security plugins or monitoring
Staff or founder confidentiality rules
Data minimisation
Internal verification checklists
Review of processor access
Procedures for handling reports and incidents

No system is completely secure. Users should also protect their own login details and avoid sharing unnecessary sensitive information.

19. Data breach handling

If a personal data breach occurs, Trusted Help Spain will assess the risk and take appropriate action.

Where legally required, Trusted Help Spain will notify the Spanish Data Protection Agency and affected individuals within the required timeframe.

Users should contact us immediately if they believe their account, personal data or communication has been compromised.

20. Your data protection rights

Depending on the circumstances, you may have the following rights under data protection law:

Right of access
Right to rectification
Right to erasure
Right to restriction of processing
Right to object
Right to data portability
Right to withdraw consent
Right not to be subject to solely automated decisions with legal or similarly significant effects, where applicable

To exercise your rights, contact us at:

info@trustedhelpspain.com

We may need to verify your identity before responding to a rights request.

21. Right to lodge a complaint

If you believe your data protection rights have been violated, you have the right to lodge a complaint with the Spanish Data Protection Agency.

Spanish Data Protection Agency
Agencia Española de Protección de Datos
Website: www.aepd.es

We encourage you to contact us first so we can try to resolve your concern.

22. Children’s data

Trusted Help Spain is not intended for use by children.

Accounts should only be created by adults.

Some family-related support may involve children, but Trusted Help Spain does not provide formal childcare, regulated childcare or child-related services without the correct legal basis.

If we become aware that a child has created an account or provided personal data without appropriate authorisation, we may delete the data where legally required.

23. Sensitive requests and unnecessary information

Users should not provide unnecessary sensitive information through forms, messages or profiles.

Please do not send information such as medical records, full financial details, bank card numbers, PIN codes, passwords, legal case files or excessive personal details unless specifically required and legally appropriate.

Trusted Help Spain is designed for practical, non-medical help and should not be used to request medical, legal, financial or emergency services.

24. Automated decision-making

Trusted Help Spain does not intend to make decisions based solely on automated processing that produce legal or similarly significant effects for users.

Helper applications, verification decisions, reports and complaints may be reviewed manually.

If automated tools are introduced in the future, this Privacy Policy will be updated where required.

25. Changes to this Privacy Policy

Trusted Help Spain may update this Privacy Policy from time to time.

The updated version will be published on this page with a new “Last updated” date.

If changes are significant, we may notify users through the website, email or platform notice where appropriate.

26. Contact

For privacy questions, data protection requests or concerns about how your personal data is processed, contact:

Trusted Help Spain
Email: info@trustedhelpspain.com
Address: [ADDRESS]

Please include enough information to help us identify your request, but do not send unnecessary sensitive information.