Privacy Policy

Identity: ExpatPlanner S.L.

Tax ID: B-12345678

Address: Calle Gran Vía 123, 28013 Madrid, Spain

Email: privacy@expatplanner.com

Phone: +34 910 123 456

At ExpatPlanner we process the information you provide us for the following purposes:

• Manage your registration as a user of the platform
• Manage the provision of relocation assistance services to Spain
• Process and manage contracted services
• Send communications about the status of your procedures
• Attend to your queries and requests through the support chat
• Send you commercial information about our services (if you have given your consent)

The legal basis for processing your data is:

• The performance of a contract to which you are a party (provision of services)
• Compliance with legal obligations applicable to ExpatPlanner
• Your express consent for sending commercial communications
• ExpatPlanner's legitimate interest in improving the services offered

Your personal data will be kept as long as you keep your account active on our platform and for the period required by applicable tax, accounting and administrative regulations. Once the contractual relationship is terminated, your data will be deleted or anonymized, unless there is a legal obligation to retain it.

Your data may be communicated to:

• Registered legal professionals for the management of administrative and legal procedures
• Banking entities for payment management
• Public administrations when there is a legal obligation
• Technology service providers that help us operate the platform

All our providers are subject to strict confidentiality and security obligations.

You can exercise the following rights:

• Access: Know what personal data we have about you
• Rectification: Correct inaccurate or incomplete data
• Deletion: Request the deletion of your data
• Restriction: Request the restriction of processing of your data
• Portability: Receive your data in structured format
• Objection: Object to the processing of your data

To exercise these rights, you can write to privacy@expatplanner.com. You also have the right to file a complaint with the Spanish Data Protection Agency (www.aepd.es).

ExpatPlanner is committed to protecting your personal data and has adopted all necessary technical and organizational measures to guarantee the security of personal data and prevent its alteration, loss, processing or unauthorized access, taking into account the state of technology, the nature of the data stored and the risks to which they are exposed.

Our roles

ExpatPlanner works with BALCELLS, our specialist legal services partner, to provide and manage the legal and administrative services available through the platform.

BALCELLS is responsible for the full legal management and execution of the services contracted by the client, including case assessment, document review, legal advice and the completion of the corresponding procedures.

ExpatPlanner is responsible for coordinating the overall service experience, facilitating communication between the client and BALCELLS, monitoring case progress and providing updates throughout the process.

The following terms explain when a charge is made, in which cases a refund may apply and what happens if a service cannot continue.

When you request a service, your card details may be collected, but no charge will be made immediately.

BALCELLS will first carry out a preliminary eligibility assessment based on the information provided during the application process. The purpose of this assessment is to determine whether the selected service appears suitable for your profile and circumstances.

Your card will only be charged once BALCELLS has completed this preliminary assessment and has provisionally accepted the case.

Once the case has been provisionally accepted and payment has been processed, you will be asked to submit the documentation required to start the service.

BALCELLS will then carry out an initial documentary and legal review to verify your circumstances, your eligibility and the compatibility of your situation with the contracted service.

If, during this review, BALCELLS determines that the selected service is not legally or technically suitable for your profile, BALCELLS will:

• Reject the case.
• Refund 100% of the amount paid.
• Process the refund within seven working days from the date on which the rejection is formally communicated.

A full refund will apply when the rejection is based on legal or technical feasibility considerations and is not the result of inaccurate, incomplete or misleading information provided by the client.

If you decide to cancel or discontinue the service after BALCELLS has started working on your case, BALCELLS may grant a partial refund.

Any refund:

• May cover up to a maximum of 50% of the amount paid.
• Will depend on how far the case has progressed.
• Will take into account the activities already carried out and the time dedicated to the service.
• Will be assessed on a case-by-case basis.

BALCELLS will respond to the cancellation request within five working days.

The response will include a summary of the activities carried out and the time dedicated to the case, together with the amount of any applicable refund.

You are responsible for providing the information and documentation required to process your case.

If you do not provide the required documentation or stop responding to communications from BALCELLS or ExpatPlanner:

• The service may be temporarily suspended.
• Follow-up reminders will be sent every seven days.
• Before closing the case, a prior cancellation notice will be sent.
• You will be granted a final period of ten days to provide the outstanding information and reactivate the case.

If the service has already started and you do not respond within this final ten-day period, BALCELLS may close the case without issuing any refund.

When a refund is approved, it will be issued using the original payment method whenever possible.

The time required for the refunded amount to appear in your account may depend on your bank, card issuer or payment service provider.

Queries relating to payments, cancellations or refunds must be sent through the contact channel indicated in your service confirmation or in your client area.

ExpatPlanner will coordinate the request with BALCELLS when a legal or case-specific assessment is required.

Additional information may be requested before a cancellation or refund request can be assessed.