General Terms and Conditions of Service

1Who we are

This service is provided by:

• Name: Vladyslav Smirnov, sole trader (empresario individual / autónomo)
• Tax number (NIF/NIE): Z0736209F
• Address: calle Tribunal de les Aigues 2, Catarroja, Valencia, 46470, Spain
• Email: info@rutaspain.com
• Second contact method: phone +34711511457
• Website: rutaspain.com

We trade under the brand name Ruta. In these terms, "Ruta", "we" and "us" mean the person and business above. "You" means the person who contracts the service.

Our full identifying details are also in the Legal Notice at https://rutaspain.com/legal/legal-notice

2What these terms are, and when they apply

These terms are the contract between you and us. They apply from the moment you accept them and contract the service, and they stay in force until the service ends.

Simple use of our website, without contracting anything, is governed by the Legal Notice. How we handle your personal data is explained in the Privacy Policy at https://rutaspain.com/legal/privacy, which forms part of this contract. The Service Description for the service you contract (clause 6.1) also forms part of this contract.

You must accept these terms to contract the service. When you accept them, we record the date, the time and the exact version you accepted (clause 21).

3Some words we use

• The service — what is described in clause 6, as it applies to the service you contracted.
• The Service Description — what we show you in the "View details" window of the offer, before you pay, setting out what your particular service covers and what it costs.
• The procedure — the official administrative procedure your service covers.
• The Administration — the Spanish public body responsible for your procedure.
• Official fees (tasas) — money the Administration charges you for the procedure. This is not our money and is never part of our price.
• The assistant — our artificial intelligence assistant, which you interact with in chat.

4What Ruta is, and what it is not

4.1 What we are

Ruta is a software service that gives you information and helps you prepare your own documents. We explain your procedure step by step, we help you fill in the official form with the information you give us, we tell you what to bring and where to go, and we help you obtain the appointment you need.

4.2 What we are not — please read this carefully

This notice also appears permanently in the product and on our website:

Ruta is an information and documentary-support software service. It does not provide legal advice, does not represent the user before any Administration and is not a substitute for a lawyer or a registered gestor administrativo.

Specifically, and without exception:

• We do not represent you. You give us no power of representation, and we accept none.
• We do not sign anything for you. You sign your own application.
• We do not file anything for you. You file your own application, in person or by the means the Administration requires.
• We never hold your credentials. We do not ask for, receive or store your digital certificate, your Cl@ve, or any other access credential of yours. Never give them to us.
• We do not appear for you. You attend your own appointments in person.
• We receive no official notifications. The Administration writes to you, not to us. We are not a contact in your file.
• We do not give legal advice. We explain what the published rules say. We do not assess your chances, we do not interpret the rules for your particular case, and we do not tell you what legal position to take.

4.3 You can do this yourself, for free

You can carry out this procedure yourself, at no cost, without us. The Administration provides free public information, and non-profit organisations offer free help.

What you pay us for is guidance and help preparing your documents. Paying us does not change, speed up or improve the decision the Administration takes on your application. No one can guarantee that decision, and we do not.

5Who can use the service

To contract the service you must:

• Be 18 or older.
• Be resident in Spain, so that you can attend your appointment in person.
• Be contracting for yourself, using your own real data and your own documents. You may not use the service on behalf of another person.
• Be in a regular administrative situation, holding the status the procedure requires.

If any of this is not true, the service cannot be delivered and we may end the contract under clause 13.3.

6The service

6.1 What we deliver

We guide you through the procedure you contracted, in the way we have defined it, and we help you prepare your own documents. Whichever service you contract, what we deliver is:

• Guidance, in chat, through the steps of the procedure, in the languages we support.
• Information about what the procedure requires: which documents, which fees, where to go, in what order.
• Preparation of the official forms we are able to prepare, filled in with the data you give us and delivered to you as files, for you to check, sign and file yourself. Where a form can only be produced by the Administration's own system — for example because it needs a code that only you can obtain — we cannot produce it for you. In that case we explain, step by step, how to complete it yourself.
• Help obtaining the appointments the procedure requires (clause 9).
• A written record, in the product, of what has been done and what is left to do.

Your specific service. Which procedure your service covers, how many steps it has, which forms we prepare, how many appointments we book and what it costs are set out in the Service Description shown to you before you pay. The Service Description forms part of this contract. These terms apply to every service we offer; the Service Description adds the detail specific to yours. If anything in it conflicts with these terms, these terms prevail, except where the Service Description gives you more.

6.2 What is not included

• Filing, signing or submitting anything on your behalf.
• Representation of any kind before the Administration.
• Legal advice, or any opinion on the likely outcome of your application.
• Payment of official fees on your behalf.
• Attending appointments with you or for you.
• Translation, notarisation, legalisation or apostille of documents.
• Any procedure other than the one you contracted.

6.3 We promise effort, not a result

This is very important. What you contract is our work and our effort, not a particular outcome. In legal terms this is an obligation of means, not an obligation of result.

In particular:

• We do not guarantee that an appointment will be obtained, or obtained by any particular date, or in any particular city. Appointments are released by the Administration, in a quantity and at times we do not control.
• We do not guarantee the outcome of your application. That decision belongs to the Administration alone.
• We do not guarantee that the Administration's systems will be available, or that its rules, forms or requirements will not change.

6.4 The information we give you

We take care to keep our information accurate and up to date. Rules and official requirements change, sometimes without notice. The final and authoritative source is always the Administration itself. If what we tell you and what the Administration tells you differ, follow the Administration and tell us so we can correct it.

7You are talking to an artificial intelligence

7.1 Disclosure

The service is delivered mainly by an artificial intelligence assistant. You are told this clearly before your first message, and a permanent label is shown in the interface. You are not talking to a person unless we tell you that you are.

7.2 It can be wrong

AI assistants can produce answers that are incomplete or incorrect. Always check the completed form before you sign it, and check the details of your appointment before you attend. When we deliver a completed form, we tell you in the chat that the assistant prepared it from the information you gave us, and that you need to check it before you sign. We do not write anything on the form itself: it is an official document and we do not alter it.

Content the assistant generates carries a machine-readable marking identifying it as AI-generated, as required by Article 50 of Regulation (EU) 2024/1689. That marking is invisible and is lost if you print a file.

7.3 Automated classification, and your right to a human

To decide which guidance to show you, our system automatically classifies your situation from what you tell us. This classification only decides what information you see. It grants you nothing and refuses you nothing, and the Administration neither sees it nor uses it.

You can ask at any time for a person to look at your case. Write to support@rutaspain.com or use the Help button in the product. We will not charge you for this and it will not affect your service. Human help is available once you have started a procedure

7.4 When a person joins the conversation

Sometimes a member of our team joins the chat to correct or complete something. When that happens you are told, clearly, in both directions: when the person takes over, and when the assistant takes over again. Every such intervention is logged.

A member of our team works within exactly the same limits as the assistant (clause 4.2). They will explain what a requirement is and what the rules say. They will not assess your chances, interpret the rules for your case, speak to the Administration, or present themselves as a lawyer, a gestor or an adviser, because they are none of those things.

8What we need from you

You agree to:

• Give us true, complete and current information, and your own data only.
• Check the form we prepare before you sign it — above all, that your own details on it are correct. You are responsible for what you sign and file. You are not expected to check whether we have described the procedure's requirements correctly: that is what you are paying us for.
• Attend your appointment, or cancel it in advance (clause 9.5).
• Tell us promptly if your contact details, your circumstances or your procedure change.
• Not give us access credentials, digital certificates or Cl@ve, and not ask us to file or sign anything for you.
• Use the service for its intended purpose only, and not attempt to disrupt, copy, scrape or reverse-engineer it.

If you give us wrong data, we can only work with what we were given. We are not responsible for a form or an appointment that is wrong because the underlying data was wrong.

9Booking your appointment

9.1 What this includes

Booking the prior appointment forms part of the contracted service. It is not separately agreed and it is not separately refusable. By purchasing the service, you authorise us to do one thing:

The client authorises Ruta to request, in their name and as an act of mere procedure within the meaning of Article 5.3 of Law 39/2015 of 1 October on the Common Administrative Procedure, the prior appointment required for the processing of their application, without this implying any power of representation in the procedure itself, which the client will conduct personally.

In plain words: we may ask the Administration's appointment website for an appointment for you, using your own real data. Nothing more. This is part of the service you are buying, not a separate permission, and it applies to the procedure you selected at the time of purchase.

9.2 What it is not

This authorisation is not a power of representation. It does not let us start, conduct, sign or file your application, receive notifications, or act for you in any other way. It covers the appointment request only, for the procedure and the office you identify, and nothing else.

9.3 How we do it

• We use only your own real data, which you gave us.
• We request one appointment per person, per step of your procedure. We do not book spare appointments, we do not hold appointments, and we never sell or transfer one.
• We never bypass CAPTCHAs, anti-bot measures or any other technical control on the Administration's website.
• The Administration sends the official confirmation directly to you, not to us. We also send you our own written confirmation with the date, time, place and reference.
• We keep a record of the operation: who requested it, when, with what data, the result, and who handled it.

9.4 Taking it back

Because the booking forms part of the service, taking this authorisation back means ending the procedure it belongs to. You can do that at any time, by writing to refunds@rutaspain.com. Clauses 11, 12 and 13 explain what you get back and when.

We act on it as soon as we receive it, and confirm in writing. If an appointment has already been booked, we cancel it; where we cannot cancel it ourselves, we tell you straight away so that you can.

9.5 Attend it, or cancel it

An appointment is a limited resource. Every appointment you hold is one another person cannot have.

You undertake to attend your appointment or, if you cannot, to cancel it in advance using the instructions in the Administration's confirmation email. We will send you one reminder before the date, with the details and how to cancel. If you stop using the service before your appointment, we may write to ask whether you still need it and, if we hear nothing, recommend that it be cancelled.

We do not check whether you attended. We do not ask the Administration, and we do not verify it in any other way.

To continue with the next step, we may ask you for information you were given at the appointment — for example the reference number of your application, which the next step needs. You give us that yourself, and we rely on what you tell us. We record that the step is complete, so that you and we can both see where you are in the procedure. If you tell us nothing, nothing happens: the service simply stops moving forward until you come back to it.

10Price, payment and official fees

10.1 Our price

The price of your service is set out in the Service Description shown to you before you confirm (clause 6.1). Prices are per person and per procedure.

The amount shown there is the total you pay us, with any applicable taxes included. Nothing is added afterwards.

10.2 Official fees are separate

Official fees (tasas) are never included in our price. They are set by the Administration, you pay them yourself, directly to the Administration, and we never receive them.

Where your procedure carries an official fee, the Service Description says so and shows the current amount, for information only. That amount is set by the Administration and can change.

10.3 How you pay

Payment is by card through our payment provider - Stripe. We do not see or store your full card details. Payment is due when you contract the service.

10.4 Invoice

We issue you an invoice for the amount you paid, by email, at the time of purchase.

10.5 Offers

We may offer the service at a reduced price or free of charge. The terms of any such offer are shown to you with the offer itself. An offer changes what you pay. It changes nothing else in this contract, and it never reduces your rights.

11Your right of withdrawal (14 days)

11.1 The right

As a consumer you have 14 calendar days to withdraw from this contract without giving any reason. The period runs from the day the contract is concluded.

There is one situation in which this right ends earlier than 14 days: see clause 11.3.

11.2 How to use it

Tell us, before the 14 days are up, using any of these:

• the withdrawal form in Annex I (you do not have to use it),
• an email to refunds@rutaspain.com

Any clear statement is enough. Sending it before the deadline is enough; it does not matter when it arrives.

11.3 When you start immediately

The service usually needs to start straight away, because the guidance is what you are buying and you need it from the moment you contract it. So, before we begin, we ask you to tick two separate boxes, neither of them ticked in advance:

• "I expressly ask that the service begin immediately, before the 14-day withdrawal period expires."
• "I understand that once the service has been fully performed I will lose my right of withdrawal."

We then send you confirmation of all of this by email, so you have a durable copy.

Ticking these boxes does not take your right of withdrawal away. It does two things: it lets us start work straight away, and it means that if the service is fully performed inside the 14 days, your right ends at that moment instead of running to the end of the period.

What this means in practice:

We work out that share by comparing what has been delivered with the service as a whole, as described in the Service Description. Early in the procedure the share is small.

The service is fully performed when the last item listed in the Service Description has been delivered to you. The Service Description states that moment expressly for your service.

11.4 If the service cost you nothing

If you paid nothing for the service, you still have every right in this clause 11, and every other right in this contract. Paying nothing changes one thing only: there is no money to return.

So if you withdraw, we stop the service, we delete your data as described in the Privacy Policy, and we send you written confirmation that we have done so.

12Refunds and cancellation

12.1 When you get your money back

We refund in these cases, and you do not need to argue any of them:

• You withdrew validly (clause 11). We return what you paid, minus a share proportionate to the part of the service already delivered.
• We did not deliver, for a reason on our side. Full refund. This covers:
  • we stop offering the service, or stop operating, before your procedure is complete;
  • a fault or error in our systems means we cannot prepare the documents your service includes;
  • we do not do the appointment work your service includes. This is about the work not being done. It is not about whether an appointment is found — availability is covered by clause 6.3 and by point 3 below;
  • our service is unavailable for so long that your procedure cannot go forward;
  • the information we gave you about what the procedure requires was wrong, and following it cost you a wasted appointment, a wasted official fee, or a rejected application.
• No appointment was obtained within 30 days of you completing everything we asked of you. Full refund, as a voluntary policy of ours.

This list is when we refund without you having to argue for it. It does not limit any right the law gives you if something else goes wrong.

If the service cannot go forward because we are waiting on something from you, that is not this clause. Clause 13.3 covers it.

Point 3 is a policy we choose to offer. It is not a promise that an appointment will be found (clause 6.3).

12.2 How to ask

Either of these, whichever you prefer:

• an email to refunds@rutaspain.com

You never have to call us, and you never have to explain yourself for a withdrawal under clause 11.

We acknowledge every request automatically, immediately, with a reference number.

12.3 What happens while we look at it

When you ask for a refund, the service pauses: the assistant stops, the appointment search stops, and your chat shows the status of your request instead. You can take your request back at any time while it is open, and everything resumes where it left off.

For a withdrawal under clause 11 there is nothing for us to decide: we process it. For a request under clause 12.1(3), or any other request, we aim to decide within 72 hours, and in any event within 10 days, and we tell you the reason for our decision.

If we approve a refund, that procedure closes and the chat becomes read-only. If we do not approve it, everything resumes.

12.4 When and how we pay

We refund within 14 calendar days of learning of your withdrawal, using the same means of payment you used, unless you expressly agree otherwise. A refund never costs you anything.

12.5 What is never refunded

Official fees (tasas) are never refunded by us, because we never receive them. If you have paid a fee to the Administration, any refund of it must be requested from the Administration under its own rules.

13How long the contract lasts, and how it ends

13.1 The contract starts when you accept these terms and ends when the service is fully performed (clause 11.3), or when either of us ends it under this clause.

13.2 You can end the contract at any time. Whether you are entitled to a refund is governed by clauses 11 and 12.

13.3 We can end the contract, with notice to you and a refund of any amount you have paid for work not delivered, if:

• you do not meet the eligibility conditions in clause 5;
• you do not give us the information or documents the procedure requires, after we have asked you twice within 3 days;
• you ask us to do something we do not do (clause 4.2) and continue to insist;
• or you use the service abusively, unlawfully, or in a way that harms other users or the Administration's systems.

13.4 Ending the contract does not affect rights that already exist, or the clauses that by their nature survive it.

14Our responsibility

14.1 We are responsible to you for delivering the service with reasonable care and skill, and for damage we cause you by failing to do so.

14.2 Nothing in these terms limits or excludes: our liability for death or personal injury, for wilful misconduct or gross negligence, or any right the law gives you as a consumer that cannot be waived. If any clause here conflicts with a mandatory consumer right, that right wins.

14.3 Within those limits, we are not responsible for:

• the decision the Administration takes on your application, except as set out in clause 14.4;
• whether appointments are available, when they are released, or where;
• changes to official rules, forms, fees or requirements;
• failures, downtime or changes in the Administration's websites or systems;
• errors that follow from data you gave us that was wrong or incomplete;
• documents you signed or filed without checking them;
• an appointment you did not attend and did not cancel;
• anything you contracted from a third party.

14.4 What we answer for in the information we give you

We are responsible for two things, and these are the substance of what you are paying us for:

• that the information we give you about what the procedure requires reflects the published requirements as they stand when we give it to you; and
• that we prepare your documents correctly from the data you supply.

We are not responsible for anything else about the outcome of your application. In particular, we do not answer for a decision that turns on your own circumstances, on documents or information you gave us that were wrong or incomplete, or on how the Administration exercises its own judgement.

If we get either of the two things above wrong, the refund in clause 12.1(2) is the first remedy: you get it without having to argue for it, and it counts towards anything further you may be owed. If your loss is greater than what you paid us, clause 14.2 applies.

15Your personal data

We are the controller of your personal data. What we collect, why, on what legal basis, who we share it with, how long we keep it and how you exercise your rights are all explained in the Privacy Policy at https://rutaspain.com/legal/privacy, which forms part of this contract.

Two things worth stating here as well:

• We do not store the documents you upload. We take from them only the data fields the form needs.
• Some records — your acceptance of these terms, and the record of what we booked for you — are kept for 6 years as evidence, blocked from ordinary use, and then destroyed. The Privacy Policy explains this.

16Intellectual property and use of the service

The Ruta platform, its content, its design and its brand belong to us or to our licensors. You may use them to receive the service, and for nothing else.

The completed form and the guidance we prepare for you are yours to use for your procedure.

You may not copy, resell, scrape, republish or exploit the service or its content, use it to build a competing product, or use automated means against it.

17Complaints and disputes

17.1 If something goes wrong, write to us first at complaints@rutaspain.com. We acknowledge every complaint with a reference number and aim to answer within 72 hours. The business owner is responsible for handling complaints.

17.2 You can also complain to the consumer authorities. Official complaint forms (hojas de reclamaciones) are available on request. You may contact the consumer authority of your Autonomous Community or your local Oficina Municipal de Información al Consumidor (OMIC).

17.3 We are not adhered to the Sistema Arbitral de Consumo (the Spanish consumer arbitration system).

18Changes to these terms

We may update these terms, for example if the law changes or the service changes. Every version is numbered and dated.

The version that applies to you is the one you accepted, for the service you contracted. If we change the terms while your service is running, we tell you, and the change applies to you only if you accept it, unless the law requires otherwise.

19Applicable law and courts

Spanish law applies to this contract.

If you are a consumer, any dispute may be brought before the courts of the place where you live. We will bring any claim against you only before those courts. This does not take away any protection you have under the mandatory law of your country of residence.

20Language

This contract is available in Spanish, Ukrainian and English. You contract in the language you chose in the product, and that is the version that binds you.

If there is any difference between the versions, the interpretation most favourable to you as a consumer prevails.

21Record of your acceptance

When you accept these terms we record: your user ID, the date and time, the exact version of the text you accepted, how you accepted it, and your IP address. We keep that record as evidence, as explained in clause 15 and in the Privacy Policy.

You can ask us for a copy of what you accepted at any time.

Model withdrawal form

(Complete and send this form only if you wish to withdraw from the contract. You do not have to use it.)