Contractual information
Cancellation and Refund Policy
Last updated: January 2026
This document summarises, in plain language, what you can do if you want to cancel your pre-advisory call, in which cases you get a refund and in which you don't. The full regulation is in our General Terms and Conditions, which prevail in the event of any discrepancy.
1. The service you contracted
You have contracted a remote pre-advisory call with an Aterriza España advisor, in a single videocall of 30 to 40 minutes. There are two modalities:
- Express Pre-Advisory (€85) — videocall within the next 24 to 48 hours.
- Standard Pre-Advisory (€60) — videocall within the next 3 to 5 days.
2. You have 14 days to change your mind (no justification needed)
Under Spanish law (Art. 102 of Royal Legislative Decree 1/2007, the law governing your contract), you have 14 calendar days from the moment of payment to cancel your pre-advisory call without giving any explanation and recover 100% of what you paid.
How to cancel?
Send an email to info@aterrizaespana.com stating that you wish to withdraw from the contract. You may use the official form template that appears in the General Terms and Conditions, but it is not mandatory: any clear written message will do.
When do I get my money back?
Within a maximum of 14 calendar days from receipt of your request, using the same payment method you used (Stripe → your card).
Do we deduct anything?
No. Full refund. The fee charged by Stripe is on us — it is not deducted from your refund.
Note for clients residing in Brazil: Art. 49 of the Brazilian Consumer Protection Code recognises 7 days of cooling-off. Our policy offers 14 days — more favourable — and we always apply the standard most beneficial to the consumer in the event of any divergence between the two laws.
3. What DOES cause you to lose the right to cancel
Since the videocall is scheduled within a few days (24-48 hours or 3-5 days, depending on the modality), it is very likely that it will take place within your 14-day withdrawal period.
For this reason, before paying, we ask you to accept two specific checkboxes:
☐ I expressly request that the videocall be carried out within 14 calendar days from contracting.
☐ I understand that, once the videocall has been fully carried out, I will lose the right to withdraw from the contract.
This is provided for in Article 103.a) of the TRLGDCU (Spanish law): if you expressly request that the service be performed within the 14 days AND acknowledge that you will lose the right of withdrawal once it has been performed, then after the videocall no refund is due.
In plain terms: if you do the videocall and then change your mind, the money is not refunded. The service has already been delivered.
4. What if I can't attend the videocall?
If you give 24 hours or more notice
We offer one courtesy rescheduling within the 7 calendar days following the originally agreed date. At no cost.
It can only be used once per contracted pre-advisory and is subject to calendar availability. Write to info@aterrizaespana.com as far in advance as possible.
If you give less than 24 hours' notice, don't notify us, or arrive more than 15 minutes late
We say this before you pay so there are no surprises: the service is considered to have been delivered and there is no refund or rescheduling.
Your advisor has blocked that time on their calendar and stopped being available for other people. That is why this policy is firm.
5. What if Aterriza España cannot hold the videocall?
If for reasons beyond your control (technical failure, advisor unavailability, etc.) we cannot hold your videocall at the agreed time:
- We notify you as soon as possible.
- We offer you priority rescheduling within the next 3 days.
- If the rescheduling doesn't work for you, we refund 100% within a maximum of 14 days.
6. Visual summary
| Situation | Is the money refunded? |
|---|---|
| You cancel before the videocall, within 14 days | Yes, 100% |
| You give ≥24h notice | Courtesy rescheduling |
| You give <24h notice | No |
| You don't show up to the videocall (no-show) | No |
| You arrive >15 min late without notice | No |
| The videocall was carried out in full | No (Art. 103.a TRLGDCU) |
| Aterriza España cannot hold the videocall and you don't accept rescheduling | Yes, 100% |
7. Do you have a complaint?
Write to info@aterrizaespana.com. We respond within a maximum of 15 calendar days.
If you are not satisfied with our response, you can turn to:
- The European Online Dispute Resolution platform (ODR): ec.europa.eu/consumers/odr.
- The consumer protection bodies of your autonomous community (Spain) or your state (Brazil — Procon, Senacon).
- For Brazilian residents, we apply the standard most favourable between Spanish law and the Brazilian Consumer Protection Code (Law 8.078/1990).
Service provider: Ofertatucasa Consultores, S.L. — Tax ID B75635573 — Avinguda de Segarra, 39, 03320 La Torre del Pla, Alicante (Spain). Aterriza España is a trade name owned by Ofertatucasa Consultores, S.L.