Terms and conditions of sale

Version 1 · 30-09-2026

These terms govern the services that Velorix SL (“Relocation Centers”) provides to its clients through relocationcenters.es, its payment page or by quote or invoice. Please read them before you buy: you can download and print them.

1. Who we are

The service provider is Velorix SL, trading as “Relocation Centers”.

• Legal name: Velorix SL · Tax ID (CIF): B88770201
• Registered office: Avenida Federico Soto 13, Planta 2, Puerta A, 03003 Alicante (Spain)
• Establishment and contact address: Calle Navas 25, 03001 Alicante (Spain)
• Commercial Register of Alicante, Section 8, Sheet A-205936, 1st entry
• Email: info@relocationcenters.es · Phone and WhatsApp: +34 682 93 21 30

Velorix SL is not a gestoría (administrative agency) or a law firm and does not practise any regulated profession.

2. Scope and acceptance

These terms apply to the services our consumer clients buy, whether online at relocationcenters.es/pago or by a quote or invoice we send you. If you buy as a business or professional (for example, a company relocating an employee), they apply as well, except for the rules the law reserves for consumers.

We show you these terms before you buy and, by buying, you confirm you have read and accepted them. If your quote or a written agreement with you says something different, that document prevails, unless these terms are more favourable to you.

The terms are available in Spanish and English, and you may conclude the contract in either language. If the two versions differ, the Spanish version prevails.

3. Our services: what we do and what we don’t

Relocation Centers provides document preparation, coordination and accompaniment services to people moving to Spain. What each service includes is what its page on our website describes when you buy and, where there is one, your written quote. In particular:

• Arrival formalities: preparing the documents and appointment support for NIE, TIE, municipal registration (padrón), Social Security number (NUSS) and health card (SIP); setting up utilities; preparing and introducing you to a bank to open an account (the bank always decides whether to open it); and, if purchased, accompanying you to appointments with language support.
• Visas and residence: preparing and reviewing your application file. You submit the application or, if you prefer, a lawyer does. In the “with a lawyer” option, legal advice and, where needed, representation are provided by an independent registered lawyer (abogado colegiado) under their own professional liability.
• Relocation packages (Beckham Starter, Complete and Relocation Concierge): they combine the services above with a written plan and a single point of contact. Relocation Concierge is quoted individually: the final scope and price are confirmed in writing before you pay.
• Home search: Personal Shopper (a home search on your behalf) and Rental Concierge (an end-to-end rental service, up to signing). We work for you as buyer or tenant; we do not act on behalf of the seller or the landlord.
• Services of partner professionals: tax advice (for example, the special regime for inbound workers known as the “Beckham Law”), legal services, insurance, temporary accommodation, removals or language courses. They are provided and invoiced directly by the partner (clause 14).

What we don’t do. We are not a gestoría or a law firm: we do not file applications in your name, we do not represent you before the authorities and we do not give legal or tax advice. Appointments, processing times and decisions (NIE, TIE, visas, padrón, Social Security, etc.) depend solely on the competent authority; opening an account, connecting a utility or signing a lease depend on the bank, the company or the landlord.

We provide the services with the care of a professional in the sector and within the timeframes stated in your quote. Where a timeframe depends on appointment availability or on third parties, it is an estimate and we will tell you about any significant delay.

4. How to buy

• Online, at relocationcenters.es/pago: choose the service, review the summary (service, total price including VAT and these terms) and pay by card through Stripe. Before paying you must tick the box accepting these terms and, for services that start straight away, the box asking us to start within the withdrawal period (Annex II). The final button clearly states that the order involves an obligation to pay. Before paying you can review and correct your details; if you spot a mistake afterwards, write to us as soon as possible.
• By quote or invoice: after a consultation we send you a written quote. The contract is concluded when you accept it in writing (email or WhatsApp) or when you pay the invoice we send you.

Within 24 hours of purchase, and always before we start the service, we email you the contract confirmation with the service purchased, the price, these terms and the withdrawal form. We keep the electronic record of the contract (quote, acceptance, payment receipt and invoice) and you can ask us for a copy at any time.

Once the payment is confirmed, our team contacts you within one business day to confirm the details and the next steps, in your language.

5. Prices, VAT and official fees

Prices are in euros and include VAT (21%). The price that applies is the one published on the website when you buy or, where there is one, the one in your written quote. Later price changes do not affect contracts already concluded.

Where the fee is calculated with a formula (for example, for Personal Shopper and Rental Concierge it depends on the rent of the home), the service page and your quote explain how it is calculated and what the minimum amount is.

Not included, unless your quote expressly says otherwise: official government fees (for example, form 790), sworn translations, apostilles and legalisations, certificates and documents from other countries, notary or registry costs, insurance, deposits, rent and other costs of renting or buying, and the fees of partners who invoice you directly. You pay them directly to the authority or the provider. We will tell you in advance about those that can be foreseen in your case.

If during the service you need something that is not included, we will send you a quote and only do it if you accept it.

6. Payment methods and invoices

• Card, at relocationcenters.es/pago, through Stripe’s secure payment gateway (Stripe Payments Europe Ltd.). Velorix SL never sees or stores your card details.
• An invoice with a Stripe pay button, which we email to you.
• Bank transfer to the account stated on the invoice.

We issue a Velorix SL invoice for every payment. For packages, the milestone payment schedule is set out in your quote.

7. Booking deposit for relocation packages

To reserve the start date of a relocation package you can pay a booking deposit of €500 (VAT included). The deposit is deducted from the package price: it is not an extra cost. The rest is invoiced by milestones, according to the schedule in your quote. The deposit reserves the start date and our team’s capacity for your case, which we stop offering to other clients; some processes take weeks to complete.

• If you withdraw within the 14-calendar-day legal period, we refund the deposit in full (except, if you asked us to start early, the proportional part of the service already provided: clause 9).
• If you cancel after that period, Velorix SL keeps only the amount for the work already done up to your notice, calculated according to the milestones in your quote, and refunds the rest of the deposit within 14 calendar days of your notice (clause 10).
• If, for reasons attributable to us, we cannot start or deliver the package, we refund the deposit in full.

8. Start retainer for Personal Shopper and Rental Concierge

When you commission a Personal Shopper search or a Rental Concierge service you pay a €500 retainer (VAT included) to start the work.

• The retainer is deducted from the final fee: it is not an extra cost.
• If we don’t provide the service, we refund it. We are considered not to have provided the service if, for reasons attributable to us, we do not start working on your assignment within 30 days of your payment, or if we tell you that we cannot take on your case.
• The fee becomes due when you sign the purchase or rental contract for the home found through our service. We then invoice the fee, deducting the retainer already paid.
• If you withdraw within the 14 calendar days, clause 9 applies.

9. Right of withdrawal (14 calendar days)

If you buy at a distance (online, by email, WhatsApp or phone), you have the right to withdraw from the contract within 14 calendar days without giving any reason. The period expires 14 calendar days from the day the contract is concluded.

To exercise it, tell us your decision by an unequivocal statement: by email to info@relocationcenters.es, by post to Velorix SL, Calle Navas 25, 03001 Alicante (Spain), or with the “Withdraw from contract here” function at relocationcenters.es/desistimiento. You may use the model form in Annex I, but it is not compulsory. It is enough to send your communication before the period expires. We will promptly email you an acknowledgement of receipt.

Effects. We refund all payments received without undue delay and in any case within 14 calendar days of receiving your communication, using the same payment method you used (unless you expressly agree otherwise) and at no cost to you.

If you ask us to start early. If you expressly ask us to start the service during the withdrawal period and then withdraw, you will pay an amount proportional to the part of the service already provided up to the moment you tell us, in relation to the full scope of the contract and calculated on the total agreed price. For packages, that amount is calculated according to the milestone schedule in your quote.

When the right is lost. You cannot withdraw once the service has been fully performed, provided we started with your prior express consent and your acknowledgement that you would lose the right of withdrawal once it was fully performed (for example, an accompaniment to an appointment already completed within the period).

Withdrawal does not affect official fees you have paid to the authorities or contracts you have concluded directly with partners, which are governed by their own terms.

Contracts signed at our office. The right of withdrawal in this clause is the one the law grants for distance contracts. It does not apply to contracts you sign in person at our office at Calle Navas 25, Alicante. If you bought that way and change your mind, you can cancel the contract under clause 10.

10. Cancelling after the withdrawal period

You may end the contract at any time by telling us in writing. You then pay for the part of the service already provided and any third-party costs we paid on your behalf with your authorisation, and we refund the rest within 14 calendar days.

We may terminate the contract if you seriously breach your obligations (for example, if you provide false documents or do not pay a milestone that is due after a written reminder). We will give you reasonable written notice and refund the part of the price corresponding to services not provided.

Appointments. You may cancel an appointment we are due to accompany you to; please tell us as soon as possible. A new appointment requires a new payment: accompaniment to the new appointment is charged at the accompaniment rate in force, as published on our website or stated in your quote. If the appointment is cancelled or changed by the authorities, or by us, the new appointment is at no cost to you.

11. Refunds

All refunds are made to the payment method you used, at no cost to you, within 14 calendar days of the event that triggers them (withdrawal, cancellation or the service not being provided). We do not deduct bank or payment-gateway fees.

12. Your obligations

• Give us truthful, complete and up-to-date information and documents, and tell us about any change in your situation.
• Provide the documents within the timeframes we give you, including any originals, sworn translations and apostilles required.
• Attend in person the official appointments that require it, with your original documents.
• Review and sign your applications and, where applicable, submit them yourself or through your lawyer.
• Pay the price on the agreed dates and pay official fees directly to the authorities.

We are not responsible for delays, refusals or extra costs caused by false or incomplete information or documents, or documents provided late.

13. Liability

We are responsible for performing our services properly, as provided by law. We do not guarantee, because it does not depend on us, the outcome of procedures decided by a third party: whether a visa, permit or certificate is granted, appointment availability, the authorities’ processing times, whether an account is opened or whether a landlord accepts you. Those decisions belong solely to the authority or third party concerned.

Nor are we liable for damage caused by changes in the law or in administrative practice after you buy, by force majeure, or by the actions of partners who invoice you directly (clause 14), without prejudice to our liability for our own conduct in selecting and coordinating them.

Nothing in these terms limits or excludes the rights the law grants consumers, or our liability for damage caused intentionally or through gross negligence, or for death or personal injury.

14. Partners and third-party services

Some services are provided by independent professionals or companies (lawyers, tax advisers, insurers, temporary accommodation, removals, language schools or banks). In those cases you contract directly with the partner, who invoices you and is responsible for their service under their own terms. Our role is to introduce you and coordinate.

Velorix SL may receive a referral commission from some partners for introducing you to them. That commission involves no extra cost to you.

We only share with partners the data strictly necessary for the service you have requested.

15. Data protection

We process your personal data in accordance with the General Data Protection Regulation and Spanish Organic Law 3/2018. You will find all the details (controller, purposes, legal basis, retention, recipients and your rights) in our Privacy & Cookie Policy.

16. Customer service and complaints

You can send us any question, complaint or claim by email (info@relocationcenters.es), by post (Calle Navas 25, 03001 Alicante), by phone or WhatsApp (+34 682 93 21 30), or through the same channel you used to buy. We will give you a receipt with a reference number and reply as soon as possible and in any case within 15 days of receiving it.

Official Generalitat Valenciana complaint forms (hojas de reclamaciones) are available at our establishment at Calle Navas 25, Alicante. You can also complain to the Generalitat Valenciana consumer services (sede.gva.es) or to your local consumer information office (OMIC).

Alternative dispute resolution. Velorix SL is not, for now, a member of the Consumer Arbitration System (Sistema Arbitral de Consumo) or any other consumer alternative dispute resolution body. If we do not resolve your complaint satisfactorily, you may turn to the Consumer Arbitration Board of the Valencian Region (Junta Arbitral de Consumo); in our reply we will tell you whether we agree to take part in that procedure. If you live in another EU country, the European Consumer Centre Spain can help you.

The EU online dispute resolution (ODR) platform closed on 20 July 2025 (Regulation (EU) 2024/3228), so we no longer link to it.

A complaint you send us counts as the prior out-of-court claim required by Spanish Organic Law 1/2025 of 2 January, should you later decide to go to court.

17. Governing law and courts

The contract is governed by Spanish law. If you are habitually resident in another country and that country’s law gives you greater mandatory protection that applies, you keep that protection.

You may sue us in the courts of your place of residence or in the courts of Alicante. We may only sue you in the courts of your place of residence.

18. Changes and validity

We may update these terms. Each contract is governed by the version in force on the date it was concluded; the version and its date appear at the top of this document and in the confirmation we send you.

If any clause is declared void, the others remain valid and the void clause is treated as not included.

Annex I — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

Annex II — Request to start the service early

If you want us to start before the 14-day withdrawal period ends, we will ask you to confirm this statement (a tick box on the payment page or a written reply to your quote):

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