Trusted Help Spain Code of Conduct

Last updated: 20 July 2026

This Code of Conduct explains the standards expected from everyone using Trusted Help Spain.

It applies to seekers, helper applicants, approved helpers, members and anyone using the platform’s forms, profiles, help requests, messages, reviews, reports or other features.

Trusted Help Spain provides access to practical, non-medical help in Spain. Everyone using the platform must act honestly, respectfully and responsibly.

Respectful Conduct

Communicate politely, respect personal boundaries and accept when someone chooses not to proceed.

Honest Information

Profiles, requests, experience, rates, reviews and other information must be accurate and up to date.

Privacy Protected

Personal information may only be used for the relevant request or direct arrangement.

Clear Boundaries

Only lawful, practical help within the permitted platform categories may be requested or offered.

1. Purpose and Acceptance

This Code of Conduct is intended to protect both people looking for help and the helpers offering it.

It explains:

How users must communicate
What seekers and helpers are responsible for
How personal information must be handled
What help may and may not be arranged
How direct agreements should be made
How reviews and reports should be used
What may happen when the rules are broken

The Code of Conduct should be read together with the Terms and Conditions, Privacy Policy, Safety and Verification page and any Practical Help Agreement Template provided by Trusted Help Spain.

Anyone creating an account, submitting an application or using member features must follow the current Code of Conduct.

Helpers must agree to it before their profile can become visible.

2. Respectful Communication and Behaviour

All communication must be respectful, clear and appropriate.

Users must not:

Threaten, intimidate, insult or harass another person
Use discriminatory, sexual, aggressive or abusive language
Pressure someone to accept a request or arrangement
Repeatedly contact someone who has declined or stopped responding
Ignore clearly stated personal or practical boundaries
Pretend to be another person or misrepresent their role
Use the platform for spam or unrelated promotion

Seekers and helpers both have the right to decide not to proceed with an enquiry or arrangement.

A clear refusal or request to stop contact must be respected.

3. Honest and Accurate Information

All information provided through Trusted Help Spain must be honest and accurate.

Seekers must describe their help request clearly, including the type of help, general location, timing and any details that could affect whether the request is suitable.

Helpers must provide accurate information about their:

Identity
Experience
Languages
Availability
Rates and additional costs
Help categories
Practical boundaries
Qualifications, registrations or licences where relevant

Users must not:

Create fake or misleading accounts
Invent experience, references or qualifications
Misrepresent insurance, registration or professional status
Provide false information during verification
Post false reviews
Misuse verification checks or helper statuses
Conceal important information that could make an arrangement unsuitable or unsafe

Profiles and requests should be updated when relevant information changes.

4. Privacy and Confidentiality

Users must respect the privacy of everyone using the platform.

Personal information must not be shared, published or used outside the relevant platform purpose without permission.

This can include:

Full names
Addresses
Telephone numbers
Email addresses
Photographs
Private messages
Identification documents
Reference information
Family or household details
Financial information
Health information
Other sensitive personal circumstances

Helpers may learn private information about a seeker, their home, family or personal situation. This information must be treated confidentially.

Seekers must also protect helper contact details, messages and personal information.

Neither side should request or share more sensitive information than is reasonably needed for the arrangement.

5. Private Seeker Accounts and Contact Rules

Seeker accounts are private.

Seekers are not displayed in a public directory, and other seekers cannot view their account details or help requests.

Private help requests are only available to approved helpers through the relevant platform features.

Helpers may make contact in two situations:

Users must not:

Use seeker information outside a relevant enquiry or help request
Use seeker information for unrelated communication
Continue contact after a seeker has declined
Use contact details for advertising or promotion
Share seeker information with other people
Attempt to access private seeker information outside a relevant request

Once direct contact has started, both sides may agree on an appropriate communication method for that specific enquiry or arrangement.

6. Helper Profiles, Verification and Platform Statuses

Helper profiles must remain accurate, clear and suitable for Trusted Help Spain.

A helper must not use their profile to:

Offer prohibited services
Make misleading claims
Display qualifications they do not hold
Promise guaranteed outcomes
Promote unrelated services or businesses
Include inappropriate or unnecessary personal information

Completed verification checks may be shown on the helper profile. Depending on the selected categories and the information relevant to the support offered, these may include:

Only checks that have actually been completed may be displayed.

Profiles may also show one of the following platform statuses:

Verification checks show what has been reviewed. Platform statuses provide context about the helper’s stage and track record on Trusted Help Spain.

Only Trusted Help Spain may assign, change or remove verification information and platform statuses.

Verification checks, statuses, ratings and reviews provide useful context, but they do not guarantee future behaviour, suitability, quality, safety or the outcome of an arrangement.

7. Practical Help Available Through the Platform

Trusted Help Spain is intended for lawful, everyday practical support.

Available categories may include:

Shopping & Errands
Appointment Support
Language Help
Pet Help
Check-ins
Companionship
Nanny and family help
Light garden help
Handyman-style help
General practical support

Users must stay within the categories, experience and boundaries described in the helper profile and agreed before the help takes place.

Family, nanny-style or other services that carry additional legal responsibilities may only be offered when the helper meets the applicable requirements.

8. Help That Is Not Permitted

Trusted Help Spain is not a healthcare provider, care agency, emergency service or regulated-care platform.

Users must not 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

A helper must decline a request that falls outside the permitted categories, their own abilities or the platform boundaries.

Trusted Help Spain must not be used in an emergency. Anyone facing immediate danger or requiring urgent medical, police, fire or crisis assistance should contact the appropriate service in Spain.

9. Responsibilities of Seekers

Seekers are responsible for using the platform honestly and making careful decisions.

Seekers must:

Provide accurate request information
Review the full helper profile
Consider completed verification checks and reviews
Explain the requested help clearly
Respect the helper’s availability, rate and boundaries
Agree on the practical details before the help begins
Pay the helper as agreed
Avoid requesting prohibited or unsafe services
Protect personal and financial information
Communicate respectfully
Use reviews and reporting features honestly

Seekers must not pressure helpers to lower their rate, provide services outside their profile or accept an arrangement they have declined.

10. Responsibilities of Helpers

Helpers must only offer and accept support they can provide safely, honestly and responsibly.

Helpers must:

Keep their profile accurate and current
Be honest about experience and limitations
Stay within their approved help categories
Only accept suitable requests
Communicate rates and additional costs clearly
Confirm the scope of the arrangement in advance
Protect seeker privacy
Attend agreed appointments or communicate changes promptly
Respect household and personal boundaries
Decline prohibited, unclear or unsafe requests
Report serious concerns or misuse
Follow the Code of Conduct throughout their membership

Helpers may participate as individuals, autónomos or businesses.

They remain responsible for their own taxes, social security, insurance, registration, licences, qualifications and other legal or administrative obligations.

Helpers must not present themselves as employees, agents or official representatives of Trusted Help Spain.

11. Direct Agreements and Payments

Trusted Help Spain provides access to the platform, but seekers and helpers make their own direct arrangements.

Before help takes place, both sides should agree on:

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

Important details should be confirmed in writing.

Payment for the practical help is arranged directly between the seeker and helper. Trusted Help Spain does not set helper rates, employ helpers or process payment for the actual help during the current phase.

Platform membership payments are separate from payments made to helpers.

Trusted Help Spain may provide a Practical Help Agreement Template. This is a clarity tool and does not make Trusted Help Spain a party to the arrangement.

12. Additional Safety in Personal Situations

Extra care should be taken when help involves someone’s home, pets, children, family members, older residents or other personal circumstances.

Users should:

Confirm the appointment and location in advance
Share only the information required for the arrangement
Avoid sharing keys unless clearly necessary and agreed
Never share PIN codes, passwords or unnecessary financial access
Discuss pet behaviour, access and emergency contacts where relevant
Set clear boundaries for family or nanny-style support
Avoid allowing practical support to develop into medical or personal care
Consider a public first meeting where appropriate
End or decline an arrangement that feels unclear or unsafe

Appointment and language support must not be presented as medical, legal or financial advice, professional representation, sworn translation or another regulated service unless the helper independently holds the required authority.

13. Reviews

Reviews must be based on a genuine experience arranged through Trusted Help Spain.

Reviews should be:

Reviews must not contain:

False or deliberately misleading claims
Threats or personal attacks
Discriminatory or abusive language
Private addresses or contact details
Sensitive medical, family or financial information
Spam or unrelated promotion

Trusted Help Spain may review, moderate, hide or remove content that breaches this Code of Conduct.

Reviews must not be used to threaten, pressure or punish someone during a disagreement.

14. Reporting Concerns and Platform Action

Both seekers and helpers can report serious concerns.

Reports may relate to:

Unsafe or inappropriate behaviour
Harassment or threatening communication
Serious no-shows
Non-payment
Misleading profiles or requests
Privacy violations
Requests outside the permitted categories
False or abusive reviews
Fraud or suspected fraud
Misuse of platform information
Breaches of this Code of Conduct

Reports must be made honestly and in good faith. The reporting system must not be used to threaten, harass or deliberately damage another user.

Depending on the circumstances, Trusted Help Spain may:

Request additional information
Contact one or both users
Record the concern
Request profile or content changes
Moderate or remove content
Issue a warning
Restrict platform features
Temporarily hide a helper profile
Change or remove a helper status
Pause or suspend an account
Reject an application
Remove a user from the platform
Report unlawful activity where required

The action taken may depend on the seriousness of the concern, available information, user history and potential risk to others.

Trusted Help Spain cannot guarantee that every private disagreement can be investigated or resolved.

15. Platform Access and Prohibited Use

Users may only access information and features available to their account and role.

Users must not:

Bypass membership or payment requirements
Bypass contact or privacy restrictions
Share account access with another person
Use another person’s account
Attempt to access restricted profiles or account areas
Scrape, copy or collect platform information in bulk
Create external contact or marketing lists
Send spam or unrelated promotional messages
Use platform information for recruitment or affiliate marketing
Use Trusted Help Spain for scams or fraudulent activity
Interfere with the security or operation of the platform

Helpers may describe their permitted practical services on their profile but must not use the platform mainly to promote unrelated products, services or businesses.

16. Updates to This Code of Conduct

Trusted Help Spain may update this Code of Conduct when platform features, safety processes or operating requirements change.

The current version and its latest update date will be published on this page.

Users are responsible for following the version that applies while they use the platform.

Questions or Concerns?

Contact Trusted Help Spain if you have a question about these rules or need to report a concern.

For urgent situations or immediate danger, contact the appropriate Spanish emergency or professional service instead of Trusted Help Spain.