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Refund Policy

For all legal purposes the Spanish language version of the Refund Policy, shall be the legally binding one. This English language version is a translation and may contain errors.

  1. INTRODUCTION

The following Refund Policy establishes the terms and conditions under which ENTRE TRÁMITES provides refunds to its customers for services purchased. This policy seeks to ensure customer satisfaction while establishing clear guidelines for the refund process.

  1. ELIGIBILITY FOR REFUNDS

2.1. SINGLE PAYMENT SERVICES

ENTRE TRÁMITES clients may be eligible for a refund under the following circumstances:

  1. Cancellation of the service by the client within the established cancellation period (30 days). *The refund would be made for a maximum of 50% in case of requesting the refund after 30 days.
  2. Failure on the part of ENTRE TRÁMITES to provide services as agreed. Non-compliance is understood when:

2.1.1 SET UP SERVICES

  • Appointments are not available stipulated time*, the process is not carried out. (Refund of 80% of what was paid,within the established cancellation period)

*It is understood as stipulated time:

  1. White NIE: between 4-6 weeks, but the appointment time varies depending on the province, the scheduled appointment can be in a week or up to a month.
  2. Empadronamiento: The waiting period to attend is 2-3 weeks. In some municipalities, appointments are available until the following month.
  3. TIE: between 4-6 weeks. In some police stations, Mondays open availability for the following two weeks. Appointments in capital cities such as Barcelona, Valencia, Madrid, Mallorca, Seville; The time may increase by an additional 1-3 weeks to the standard times.
  4. CUE: 4-6 weeks to schedule and availability the following month.
  5. TSI: 2 weeks after the approved receipt is sent to you in Barcelona. In other provinces it is better to schedule an appointment at the nearest health center and request it in person, after that it also takes between 2-3 weeks.
  6. CD: For the CD, appointments are available for the same week or the following week, in all provinces.
  7. DNI/Passport: 2-4 weeks to schedule and availability the following month.
  • The appointment is made, documents are made, you go to the appointment but a document was needed that the manager had to prepare and for this reason, they do not give you the document (manager’s error). The refund will be made by100%
  • What happens if the client goes to the appointment, but the police do not issue the document due to a novelty or change or simply because the police officer does not want to issue it?

If the client does not receive the document due to news or changes at the police station not previously registered, they must report their situation immediately.

We offer to carry out the process again at the nearest police station.

If the client opts for a refund, a partial refund of 15% of the amount paid will be made, since the management prior to the appointment has been completed*. We remember that unexpected decisions by the police stations are beyond our control, since they are autonomous in their decisions.

* If the appointment was requested taking into account the client’s availability and this availability is only for a specific day, understanding the difficulty in obtaining appointments, the client understands the limitations and possible results that this may have. Under this scenario, if the police station decides not to deliver the document for reasons unrelated to the management that we can carry out and requests a refund, this cannot be granted.

  • If during the process, the client does not share the necessary documentation and the process is affected by this, if they decide to request a refund, this cannot be granted because the error in this case is completely the client’s responsibility.

2.1.2 COMPANY INCORPORATION SERVICES

  • The cancellation and refund policy for single payment services applies (30 days to cancel the service)
  • The different appointments necessary for the constitution process depend on each province, bank and notary office. If the reason for withdrawal isrelatedFor these reasons, a refund cannot be granted.

2.1.3. FOREIGN SERVICES

  • Withdrawal for Personal Reasons:
  • If a client communicates their withdrawal from the service for personal reasons without having initiated any procedure* within the established period, a 100% refund of the amount paid will be granted.
  • In case of withdrawal after having completed some process management, a maximum 50% refund will apply.
      • *Understand procedure as: telephone, written or video call advice; Document Review; management with the Public Administration or any other management derived from the contracted procedure.
  • Established Times for Immigration Procedures:
  • Clients are informed, from the beginning, about the times established for the different Immigration procedures that we offer. By accepting these times as part of the terms and conditions of the service, the client understands that non-compliance with the delay periods does not justify any type of refund in case of withdrawal.
  • In the event that the delay in the process is attributable to verifiable negligence on the part of the manager/attorney, a 100% refund will be applied.
  • Withdrawal without Verifiable Justification:
  • If the client decides to withdraw from the service due to disagreements with the process, and said process has been carried out completely and appropriately by the manager/lawyer, no refund will be made. The reasons for non-conformity must be clear and verifiable to evaluate the appropriateness of a refund and determine its percentage.
  • Service Not Adjusted to the Client’s Needs:
  • In the event that the service offered and sold from the beginning does not meet the client’s needs, the client has the right to withdraw with the right to a 100% refund.
  • Extra Charges for Additional Resources:
  • Extra charges will be applied for additional resources necessary for the correct presentation of files when these are the responsibility of the client in terms of documentation and requirements.
      • An additional 10% will be charged if the documents necessary for the presentation of the file are not delivered by the client with a deadline of one week before the presentation, because the deadline requires it.
  • Extra Charges for Immediate Procedures:
  • Extra charges will apply to clients who require their procedure to be completed immediately.

2.1.4. INCOME SERVICES AND TAX SERVICES

  • Refund for Service Errors:
    • If a tax return preparation error occurs due to our service error, a full 100% refund or correction will be provided at no additional cost.
  • Anticipated cancelation:
    • If you decide to cancel our services before termination, a partial refund will be provided based on the work performed up to the time of cancellation.
  • Incomplete or Incorrect Documentation:
    • In the event that lack of accurate documentation or incorrect information results in the need for amendments, no refunds will be made, and additional charges may apply for additional services.

2.1.5. DIGITAL CERTIFICATE SERVICES

  • Refund for Technical Problems:
  • If you experience technical issues that prevent the issuance or proper functioning of the digital certificate, a full refund or an appropriate technical solution will be offered.
  • Cancellation before Broadcast:
  • If you decide to cancel the issuance of the certificate before it is issued, a partial refund will be provided, minus the administrative and processing costs.
  • Certificate Validity:
  • No refunds will be made after the certificate is issued. Renewal or issuance of a new certificate will be required at normal rates if indicated.

2.1.6. OTHER SERVICES NOT CONTEMPLATED

  • Customized Refund Policy:
  • For services not specifically covered, the refund policy will be determined on a case-by-case basis. Please contact our customer service for more details.
  • General Cancellation and Refund:
  • Cancellation and refund requests for services not covered will be evaluated individually. Administrative charges may apply depending on the nature of the service.

2.2. MONTHLY RECURRING PAYMENT SERVICES (SUBSCRIPTION)

ENTRE TRAMITES customers may be eligible for a refund in the following circumstances:

  • Non-compliance with BETWEEN PROCEDURES in the Provision of Services:
  • Cancellation for not managing registration on time.
  • Provision of documents without work permit (50% refund for non-compliance with conditions).
  • Failure to comply with commitments by the manager (refund of monthly payment).
  • Full Refund for Unsubscription Cancellation Not Managed on Time:
  • A full refund will be offered if the customer requests to unsubscribe before the deadline, via verified email or through our unsubscription registration form.
  • Redemption of Penalties for Manager Errors:
  • Sewill redeem penalties caused by manager errors in tax presentations/omissions with subscription discounts.
  • Model Sale/Improper Management:
  • 100% refund if an incorrect model or management is sold, when the client does not have this obligation.
  • Pause/cancellation of Services:
  • Pausing/cancelling services is possible, but must be communicated before the 20th to avoid charges in the next month.
  • No refunds will be made for breaks or cancellations reported after this date.

2.2.1. RECURRING SERVICES FOR THE SELF-EMPLOYED AND SMEs

Clauses to consider:

  • Cancellation of your subscription will be carried out as follows, without exceptions:
    • Cancellation Before the 20th of the Current Month: If you complete the cancellation form/communicate your intention to unsubscribe (verifiable through an email to your assigned manager) before the 20th of the current month, your subscription will be effectively canceled on the last day of this month.
    • Cancellation After the 20th of the Current Month:If you complete the cancellation form or communicate your intention after the 20th of the current month, the cancellation will be applied to the last day of the following month and the corresponding charges will be made for the current month.
  • Tax filing is included in our recurring service packages. However, in the event of a cancellation of our services during the first month of the current quarter, the following conditions will apply:
    • Quarterly Tax Filing:If the client processes a cancellation in the first month of the quarter and requires the filing of taxes, they must maintain their subscription for at least one month additional to the month of cancellation. Only then will tax filing be considered within your subscription. Otherwise, the full fee for hiring the corresponding tax filing services will apply.
    • Annual Tax Presentation (Month of January):In the event of a cancellation during the month of October, the client must maintain their subscription until December or, failing that, until November and pay as an additional fee for the month of January so that the presentation of annual taxes is included in their subscription. Otherwise, the full contract fee for tax filing services corresponding to each client will be applied.
  1. DISMISSAL OF REFUND

No refunds will be given in the following cases:

  • Whether the service has been completed and satisfactorily delivered to the customer.
  • If the customer has breached the terms and conditions of the service agreement.
  • If access to exclusive materials or resources has been provided as part of the service.
  • If the refund is requested outside the eligibility period (30 days)
  • If the refund is requested without having formalized the cancellation of the service before the 20th of the previous month.
  1. EXCLUSION OF LIABILITY FOR EXPENSES ASSOCIATED WITH PROCEDURES

In no way shall ENTRE TRÁMITES assume responsibility or cover personal and/or business expenses associated with the development of procedures. This includes, but is not limited to:

  • Travel expenses.
  • Accommodation costs.
  • Airfare fees.
  • Drafting of powers of attorney.
  • Documentation required for the procedure.
  • Document translation costs.
  • Government fees or tariffs.
  • Messenger or document delivery fees.
  • Costs of photographs or certified copies.
  • Notary or document legalization expenses.
  • Investigation or background check costs.
  • Fees for consultants or external experts.
  • Certification or authentication costs of documents.
  • Form or application filling expenses.
  • Fees for intermediaries or legal representatives.
  • Messenger or express messenger service fees.
  • Management or administrative costs of procedures.
  • Fees for agencies or third-party companies for procedure completion.

Any other incidental expense or related to the procedure process not expressly covered by the refund policy.

Any expense of this nature shall be the sole responsibility of the CLIENT, and ENTRE TRÁMITES shall not be obligated to reimburse or assume payment.

  1. REFUND REQUEST PROCESS

Customers who meet the eligibility criteria can submit a written refund request directly to their assigned manager, who will in turn formally forward the request to email[email protected] within the eligibility period.

 

The refund request must include the following information:

  • Customer’s full name
  • Service reference.
  • Clear and substantiated details about the reason for the refund request.
  1. EVALUATION AND APPROVAL OF REFUNDS
  • The ENTRE TRAMITES team will review each refund request based on the details provided and the eligibility terms.
  • ENTRE TRÁMITES reserves the right to accept or reject refund requests at its discretion.
  1. REFUND AMOUNT

The refund amount, if approved, will be determined based on the original service fee and the specific circumstances of the case.

  1. REFUND PROCESSING
  • Approved refunds will be processed within 5-11 business days of request approval.
  • Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.
  1. CHANGES IN THE REFUND POLICY

ENTRE TRÁMITES reserves the right to modify this Refund Policy at any time. The changes will take effect once they are posted onhttps://entretramites.com/

  1. CONTACT

If you have any questions or concerns about our Refund Policy, please contact us via email:[email protected] 

By accepting and purchasing our services, you agree to comply with the terms and conditions established in this Refund Policy.