Terms of service

These terms explain how Hola Home works when you hire me to find you a rental home in Valencia and help you settle in. Before we start, you also sign a written service agreement (hoja de encargo) with the package, the price and your start date. If anything in that agreement differs from this page, the signed agreement applies.

1. Who provides the service

Hola Home is a trading name of ECO CITY INTERNATIONAL LLC, a limited liability company registered in Wyoming (United States), EIN 30-1356934, with its address at 34 N Franklin Ave Ste 687 #5318, Pinedale, WY 82941, United States. The service is delivered personally by Carolina Martina. Contact: info@holahomespain.com · +34 634 848 508.

2. What the service is

You ask me, on your own initiative and in your sole interest, to search for a home to rent in Valencia and its metropolitan area (up to 30 km from the city) and to provide the services in the package you choose. The content of each package is listed on the services and prices page and in an annex to your agreement.

I work only for you. I do not list or market homes for landlords, I do not represent landlords or agencies, and I take no commission from them or from any supplier I recommend (utilities, insurers, movers, schools). If that ever changed in a specific case, I would tell you in writing before you hire them.

I can contact landlords and agencies and negotiate for you, but I cannot bind you: no offer, holding deposit or lease commits you without your express written confirmation. I never receive or hold money meant for third parties. You always pay holding deposits, deposits, guarantees and rent directly to the landlord or the agency.

3. Who hires and who pays the agency fee

You, the tenant, hire and pay Hola Home for a search and advice service. My fee is not an estate agency or lease-arrangement fee. For a long-term rental of your main home, those costs are paid by the landlord under article 20.1 of the Spanish Urban Leases Act (Ley de Arrendamientos Urbanos, as amended by Law 12/2023). If an agency tries to charge you those costs on a main-home rental, I will tell you. See the consolidated text on boe.es.

4. Prices

All prices are shown without VAT, with the total including 21% Spanish VAT next to them:

• Essential Search: €900 + 21% VAT (€1,089 including VAT)
• Complete Search: €1,500 + 21% VAT (€1,815 including VAT)
• Family Pack: €2,100 + 21% VAT (€2,541 including VAT)

Add-ons and extra services (extra viewings, school enrolment for additional children, extra hours and so on) are charged only if you ask for or accept them in writing before I do the work. Their prices are on the services page and in your agreement.

5. How you pay

• First payment, 50% of the package and any add-ons you hire, when you sign the service agreement. Payable within 3 days, by card through a secure Stripe payment link or by bank transfer. When I receive it, I send the invoice and confirm your start date.
• Second payment, 50%, invoiced on the day you sign a lease and payable within 3 days, by the same methods.
• Each search extension is invoiced when it starts, and each extra service when it is done, payable within 3 days.

Card payments are processed by Stripe. I never see or store your full card details.

6. How long the search lasts

The search is included for up to 1 month. It starts on the day of the kick-off strategy call and ends on the same day of the following month.

On day 25 I send you a short report: homes presented, viewings, landlords' replies and my recommendations on area, budget or requirements. You then choose:

1. Adjust the criteria and carry on until the end of the month, at no cost.
2. Extend the search by 15-day periods at €300 + 21% VAT (€363 including VAT) each, with a new round of proposals. An extension is never automatic: it needs your written confirmation by email or WhatsApp.
3. End the engagement at no extra cost (see section 7).

If you do not reply within 5 working days of the end of the period, the engagement ends as in option 3. You can also pause the search (for example, if your arrival date changes) for up to 60 days.

7. No lease, no second payment

If the engagement ends without a lease, you do not pay the second 50%. The first payment stays as the price of the search work already done.

The 90-day clause: if, within 90 days of the end of the engagement, you or a member of your household rent a home that I presented to you or handled for you during the engagement, the second payment becomes due.

For the Family Pack, if the engagement ends without a lease, any school work done at your request is invoiced separately at the stand-alone price, or in proportion to the work done if it was not completed.

Satisfaction guarantee

If you are not satisfied after our strategy call (the first working session after your first payment), tell me and I will refund 100% of what you have paid, by the same payment method, with no deductions and no need to give a reason. The engagement then ends and neither of us owes the other anything. This guarantee is in addition to your right of withdrawal.

8. Your right of withdrawal (14 days)

Because the agreement is usually signed at a distance, you can withdraw from it without giving any reason within 14 calendar days of signing. Just send a clear statement to info@holahomespain.com or in writing to 34 N Franklin Ave Ste 687 #5318, Pinedale, WY 82941, United States before the period ends. You can use the model form below, but you do not have to.

If you withdraw, I refund all payments received without undue delay and within 14 calendar days of receiving your notice, by the same payment method and at no cost to you, except as explained in the next paragraph.

Starting straight away. I do not start work during the withdrawal period unless you expressly ask me to by ticking a box in the agreement. If you do, and then withdraw, you pay only the proportion of the service already provided, calculated with the table in section 9. You lose the right of withdrawal once the service has been fully performed. If you do not tick the box, the search starts on day 15 after signing or on the scheduled start date, whichever is later.

Model withdrawal form

9. Cancelling after the withdrawal period

You can end the engagement at any time by writing to me. You then pay only for the services delivered up to that date, according to this table (capped at the first payment if you have not signed a lease yet), and I refund any excess within 14 days.

For the Family Pack, these percentages apply to the Complete Search price (€1,500 + VAT), and school work is invoiced as explained in section 7.

If I cannot continue for reasons attributable to me, illness or force majeure, I will tell you immediately, refund any amount paid above the services delivered and hand over all the work done (shortlist, contacts and solvency file).

10. What is not included

• Rent, deposit, additional guarantees, insurance premiums, official fees and sworn translations.
• Fees that agencies may lawfully charge on seasonal (short-term) rentals.
• Travel outside the Valencia metropolitan area, and any other third-party costs.
• Visas, NIE/TIE applications, immigration, tax or legal advice. I refer you to independent lawyers.
• Help buying a property.

You pay all third-party costs directly.

11. Your commitments

• Give me true and complete information, and the documents for your solvency file within 48 hours of my request.
• Reply to shortlists and viewing proposals within 24 to 48 hours. Valencia's rental market moves fast: delays can lose you homes and do not extend the included search period.
• Tell me about any change in criteria, budget or dates.
• Not pay any holding deposit before the agreed checks, and tell me if you rent a home on your own during the engagement.

12. Nature of the service and liability

I provide the service with the care of a professional in the sector. This is an obligation of means, not of result: I cannot guarantee that a home meeting all your criteria will be available, that a landlord will accept you, or that a school place, padrón registration or any other decision that depends on third parties or the authorities will be granted.

The lease review included in the packages is a practical review: I explain the main terms in plain English and flag the points worth checking with a lawyer. It is not legal advice. Any translations I provide are informal, not sworn. On insurance I only give guidance; you choose and buy the policy directly.

I am not liable for the acts or omissions of landlords, agencies, schools, authorities, suppliers or other third parties not acting under my direction, nor for the condition of the home, unless the damage results from my own breach. Nothing in these terms limits the rights you have as a consumer under Spanish law.

13. Personal data

I use your data to provide the service, invoice it and meet legal obligations. Identity and solvency documents are shared only with the homes you decide to apply for, and are deleted 3 months after your file is closed. Full details are in the privacy policy.

14. Complaints, governing law and disputes

You can send any complaint to info@holahomespain.com or in writing to 34 N Franklin Ave Ste 687 #5318, Pinedale, WY 82941, United States. I will reply within one month at most. Official complaint forms (hojas de reclamaciones) are available on request.

These terms and your agreement are governed by Spanish law. Before going to court, we will try to resolve any dispute by negotiation, as required by Spanish Organic Law 1/2025. If you are a consumer, the courts competent under consumer law will have jurisdiction; otherwise, the courts of Valencia.

EU online dispute resolution. The European Commission's online dispute resolution (ODR) platform closed on 20 July 2025 under Regulation (EU) 2024/3228, so it is no longer available. If we cannot agree, you can contact your local consumer information office (OMIC) or the consumer department of the Generalitat Valenciana, and the European Consumer Centre in Spain can help with cross-border issues.