How an engagement works.

Last updated: 9 September 2026.

1 · The order of things

Every engagement follows the same sequence, with no exceptions: free assessment → fixed written quote (itemized, dated) → signed written contract → invoice from the registered business → payment to the business account → work. We do not accept payment before a signed contract, and we never ask you to pay a personal account.

2 · What we deliver

Consultancy and execution services as itemized in your contract: document guidance and checking, filings made on your behalf where legally permitted, application preparation and submission, placement coordination, arrival logistics and ongoing support — each with the scope, dates and service level your contract names.

3 · What we promise — and what nobody can

Our service promises carry named dates and named remedies, written into the contract. We do not and cannot promise decisions that belong to third parties: visa outcomes, homologación outcomes, exam results or university admission. Any understanding of our services as an outcome guarantee is expressly disclaimed — and any office selling you such a guarantee is selling something it does not control.

4 · Payment, refunds, and your 14 days to change your mind

Fees are payable in milestones tied to engagement phases, as itemized in the quote.

If you are a consumer in the EU and you sign with us at a distance — online, on WhatsApp, by email, without meeting us in person — you have 14 days from signing to withdraw from the contract, without giving a reason and without penalty. Any clear written notice does it; an email to info@spainuniversityoffice.com saying you withdraw is enough. We refund everything you have paid within 14 days of receiving it, by the same means you paid.

There is one exception, and it exists because of deadlines. If you expressly ask us to begin work inside those 14 days — a filing window is closing, an appointment has to be booked now — we ask you to confirm that request in writing and to acknowledge that once the service is fully performed the withdrawal right is spent. If you then withdraw part-way through, you pay only the share of the fee matching the work actually done by that point, never the whole fee.

Outside that window: where a contract names a penalty or refund for a service failure on our side, it is paid as written — and paying it does not end our obligation to complete the work. Fees for work already delivered (verdicts, plans, guides, filings made) are not refundable on a later change of mind, because delivered knowledge and filed work cannot be handed back.

5 · Your side of the bargain

Service promises and timelines depend on the family's part: documents delivered by agreed dates, truthful and complete; replies within the windows the contract names during filing periods; attendance and exam participation as agreed. Any forged or falsified document ends the engagement immediately, voids every service promise, and forfeits fees for work performed. We work with one agency per file: parallel engagements on the same file void our service promises.

6 · Liability

Our liability is limited to the fees paid for the affected service phase. We are not liable for decisions of third parties (consulates, ministries, universities, examiners), for delays caused by official bodies, or for consequences of information withheld from us.

7 · Law, complaints, and the rest

Engagements are governed by the law named in your contract. Whatever that contract says, if you are a consumer resident in the EU the mandatory consumer protections of your own country still apply to you — nothing written here takes them away.

If something goes wrong, write to info@spainuniversityoffice.com; complaints get a reply within 14 days. If we cannot settle it between us, consumers in Spain can take it to their municipal consumer office (OMIC) or regional consumer authority, and consumers elsewhere in the EU to their own national consumer body. Going to court instead stays open to you either way.

If any clause here conflicts with your signed contract, the contract wins. Questions about any of this before signing — ask; explaining terms clearly before payment is part of the service.