Terms of service

Who you are contracting with

These terms are between you and Hola Money SL, CIF B26671347, of Calle Granada 7, 04820 Vélez-Rubio, Almería, España. We are a private company, not a public administration.

We prepare paperwork and book appointments on your instructions. We do not decide your renewal, and we cannot influence the decision.

What we sell

A managed service: reading your documents; preparing the official EX-23; preparing and paying the Modelo 790 Código 012 tasa on your behalf; booking your appointment at the relevant police unit; and an appointment pack listing exactly what to bring.

Our fee is €35, IVA included. The €12 tasa is separate, is paid to the Tesoro Público and is passed through at face value. We never mark up a government fee.

How your documents are read

Images of the documents you upload are read automatically, in part by an artificial intelligence service, so that you do not have to type their contents. We use only AI providers contracted on zero-retention terms: they do not retain your document after the request and do not use it to train any model. If those terms cannot be guaranteed for a request, our systems refuse to send it and a person reads the document instead.

Nothing is decided automatically. Every detail read from your documents is shown to you to confirm before it is used to prepare anything.

You may decline the automated reading and enter your details yourself, at no extra cost.

What we need from you

Legible images of a genuine current TIE and passport, details that are true, and answers to the questions the EX-23 requires.

You must attend your appointment in person. Fingerprints are taken there and no one can do that for you.

If you give us information that is untrue or documents that are not yours, we will stop work and report it where the law requires.

The appointment guarantee

If we cannot book you an appointment within your renewal window, you pay us nothing and we refund anything we advanced for the tasa in full.

The guarantee covers the appointment. It does not cover the outcome of your application, which is the Police's decision, nor time lost because a document you sent was not genuine, not legible, or not yours.

Your right of withdrawal

As a consumer you normally have 14 days to withdraw from a distance contract. By asking us to begin immediately you request performance within that period; where the service has been fully performed before the 14 days elapse, the right of withdrawal is lost on completion.

In practice: cancel any time before we pay your tasa and you get everything back. After the tasa is paid, we refund our fee less anything already paid to the state on your behalf and not recoverable.

What we don't promise

We do not promise that your renewal will be granted. That is the Police's decision and no honest provider claims otherwise.

We do not control appointment availability, the opening of release batches, or the operation of any public system.

Complaints and disputes

Write to [email protected] first — most things are fixable in an afternoon. Spanish consumer law applies, and you can also use the EU online dispute resolution platform at https://ec.europa.eu/consumers/odr.