General terms of use

This is a translation provided for information purposes. In the event of any discrepancy, the Spanish version prevails.

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Contents

1. Who we are
2. Purpose and acceptance
3. Nature of the service: Llavely as a platform
4. Definitions
5. Requirements to be a user: legal age and capacity
6. Registration, account and security
7. User verification
8. Rules of conduct and prohibited content
9. Safety in transactions: payments outside the platform and scam prevention
10. Property listings and accuracy of information
11. Invitations, requests, chat and viewings
12. Reviews
13. Reports, moderation and internal complaints
14. Main parameters for ranking results
15. Artificial intelligence at Llavely
16. Prices and payments
17. Subscriptions, fees and payments: sign-up, renewal and cancellation
18. Right of withdrawal
19. Liability
20. Suspension and closure of accounts
21. Intellectual and industrial property
22. Data protection
23. Amendments to these Terms
24. Customer service, complaints and dispute resolution
25. Governing law and jurisdiction
26. Final provisions

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1. Who we are

In compliance with Article 10 of Ley 34/2002, de 11 de julio, de servicios de la sociedad de la información y de comercio electrónico (Spanish Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, LSSI-CE), we inform you that the website llavely.com and its applications (hereinafter, the "Platform" or "Llavely") are owned by:

2. Purpose and acceptance

2.1. These General Terms of Use (the "Terms") govern access to and use of the Platform by any person, whether or not registered, and the contracting of the services offered by Llavely.

2.2. By creating an account, the user declares that they have read and accepted these Terms by ticking the box provided for that purpose, which will not be pre-ticked. Llavely will make these Terms available to the user before the contract is concluded, in such a way that they can store and reproduce them (PDF download), and will send confirmation of acceptance by email or on another durable medium, in accordance with Articles 27 and 28 of the LSSI-CE, Articles 5 and 7 of Ley 7/1998, de 13 de abril, sobre condiciones generales de la contratación (Spanish Law 7/1998 of 13 April on General Contract Terms), and Article 98 of the Texto Refundido de la Ley General para la Defensa de los Consumidores y Usuarios (Consolidated Text of the General Law for the Protection of Consumers and Users, TRLGDCU).

2.3. The Specific Terms for Rentals and for Sales and Purchases, and the specific terms displayed when contracting a particular service, prevail over these General Terms to the extent that they conflict with them. In case of doubt as to interpretation, the interpretation most favourable to the consumer shall prevail (Article 6.2 Ley 7/1998).

2.4. Language: the contract is concluded in Spanish.

2.5. Llavely will archive the electronic document in which the contract is formalised and the user may request a copy at legal@llavely.com.

3. Nature of the service: Llavely as a platform

3.1. What Llavely is. Llavely is an online "reverse rental" platform: people looking for a home (tenants and buyers) create a verified profile setting out what they are looking for, and owners and property agencies or professionals can publish properties and invite those people to view them. The rental service is open in the provinces of Madrid and Barcelona and will open province by province (elsewhere there is a waiting list); the sales service, for the time being, only for properties located in the Comunidad de Madrid (Madrid region). In rentals, tenants can also see the published properties and mark "I'm interested", but they cannot write to the advertiser until the advertiser invites them.

3.2. Llavely is not a party to contracts between users. Except in the case of its own services described in section 3.3:

• Llavely is not the landlord, tenant, seller or buyer of the properties advertised, nor does it act on behalf of any of them.
• The tenancy agreement or sale and purchase agreement is entered into exclusively between the parties (landlord and tenant, or seller and buyer), who are solely responsible for its content, its lawfulness and its performance.
• The contract templates that Llavely makes available are an aid; their use does not make Llavely a party to, or a legal adviser of, the parties. We recommend that users review the contract before signing it and, if they need to, consult a professional.
• Llavely does not provide legal, tax or financial advice.

3.3. Llavely's own services. Llavely does provide the following directly, and is liable for them on the terms of these Terms and of the Specific Terms:

3.4. Provider of intermediary services. For the purposes of Regulation (EU) 2022/2065 on Digital Services (DSA), Llavely is a provider of hosting services that qualifies as an online platform, since it stores and disseminates to the public information provided by users (profiles, listings and photographs). Llavely has no general obligation to monitor users' content, without prejudice to the voluntary verification and moderation measures it describes in these Terms (Articles 7 and 8 DSA).

3.5. Identification of the type of advertiser. On each listing and profile, Llavely will indicate whether the person publishing it is a private individual or an agency or professional (trader), according to what they have declared. When contracting with a private individual, the user should be aware that consumer rights deriving from consumer legislation do not apply to that contract between private individuals (Article 97 bis TRLGDCU).

4. Definitions

• User: any person who accesses the Platform. Registered user: a person who has an account.
• Tenant: a user looking for a home to rent.
• Private owner: a natural person who publishes their own properties for rent, or sells their own home, outside the scope of a professional activity.
• Agency or professional: a natural or legal person acting for purposes relating to their trade, business or profession. On Llavely, agencies work on rentals only.
• Buyer / Seller: users looking to buy or sell a home in the Comunidad de Madrid.
• Profile: the tenant's or buyer's file with their preferences, verified data and, optionally, an introduction video.
• Listing: the file of a property published by an owner, seller or agency.
• Invitation: a proposal sent by an owner, seller or agency to a tenant or buyer to view a property.
• User content: any text, image, video, document, review or message that a user uploads or transmits through the Platform.
• Badges: marks displayed by the Platform (e.g. "Identity verified", "Income verified", "Ownership verified", "Fair price", "Verified agency").
• Consumer: a natural person acting for purposes outside their trade, business, craft or profession (Article 3 TRLGDCU).

5. Requirements to be a user: legal age and capacity

5.1. To register you must be over 18 years of age and have full capacity to enter into contracts. Llavely checks age during identity verification.

5.2. Anyone registering on behalf of a legal person (for example, an agency) declares that they have sufficient authority to bind it.

5.3. Llavely may refuse or cancel the registration of anyone who does not meet these requirements.

6. Registration, account and security

6.1. Each person may have only one account per role (and a single account per agency, with as many team users as it needs). Accounts are personal and non-transferable.

6.2. The user must provide true, accurate, complete and up-to-date information, and keep it up to date.

6.3. The user is responsible for keeping their credentials safe. They must immediately notify legal@llavely.com of any unauthorised use of their account. Llavely recommends activating two-step verification [if implemented].

6.4. Llavely will never ask for the user's password by email, SMS or chat.

6.5. The user may close their account at any time from the account settings, free of charge. Closing the account does not affect subscriptions already paid for or contracts entered into with other users or with Llavely (for example, a sale agreement in force), which will be governed by their own terms.

7. User verification

7.1. Purpose. Llavely verifies its users in order to build trust and reduce fraud. Verification is not a guarantee of anyone's solvency, honesty or future performance: it is a check, using the reasonable means available to it, that the documents provided appear to be authentic and belong to the person providing them.

7.2. What is verified.

7.3. How documents are reviewed. Tenants' documents are checked by an artificial intelligence system; if something does not add up, they are reviewed by a member of the team, and the tenant can always ask for a person to review the result. Every property is checked by hand by a member of the team before it is published, normally within 24 hours. Documents from agencies, buyers and sellers are reviewed by the team. Documentary data (for example, payslips) are not shown to other users: the owner sees only the result. The tenant decides which information from their profile is shown before accepting an invitation.

7.4. Biometric data. Verification with a selfie involves the processing of biometric data by an external provider [provider name to be determined], on the legal basis and with the safeguards described in the Privacy Policy.

7.5. Llavely may reject a verification, request additional documentation or withdraw a badge if it detects signs of falsity, expired documents or inconsistent information. The user will be informed of the reasons, unless doing so could prejudice a fraud investigation or is prohibited by law.

7.6. Providing false documentation or documentation belonging to a third party is grounds for the immediate closure of the account, without prejudice to any legal action that may be appropriate.

8. Rules of conduct and prohibited content

8.1. The user undertakes to use the Platform in good faith and in accordance with the law, these Terms, morality and public order.

8.2. The following are prohibited, among other things:

1. Publishing listings for properties that do not exist, that are not available or that the advertiser has no authority to let or sell.
2. Impersonating another person or entity, or providing false or manipulated documents.
3. Discriminating against other users on grounds of racial or ethnic origin, nationality, sex, sexual orientation, gender identity, religion, disability, age, illness, family situation (for example, having children), or any other personal or social condition or circumstance, in listings, in the chat or in the selection of tenants or buyers (Article 14 of the Spanish Constitution, Ley 15/2022 integral para la igualdad de trato y la no discriminación (Spanish Law 15/2022 on Equal Treatment and Non-Discrimination), and other applicable legislation). This does not preclude objective and legitimate criteria, such as solvency or whether or not pets are allowed.
4. Publishing content that is unlawful, defamatory, insulting, violent, hateful or sexual, or that infringes the rights of third parties (privacy, own image, data protection, intellectual or industrial property).
5. Publishing photographs showing identifiable persons without their consent, or personal data of third parties (for example, of current tenants).
6. Harassing, threatening or insulting other users, or sending unsolicited commercial communications (spam).
7. Using other users' data for purposes other than the rental or sale transaction on the Platform.
8. Requesting or making payments outside the Platform before the viewing (see section 9).
9. Offering contracts or clauses contrary to the law (for example, charging the tenant property management or contract formalisation costs, requiring deposits or guarantees above the legal limits, or entering into seasonal tenancy agreements without a genuine temporary reason).
10. Using robots, scrapers or other automated means to extract data, or attempting to gain unauthorised access to systems or accounts.
11. Circumventing Llavely's fees (for example, diverting a sale transaction initiated on the Platform outside it in order to avoid paying the agreed commission).
12. Manipulating reviews or ranking systems (for example, fake reviews or reviews from linked accounts).
13. Uploading malware or any element that may harm the Platform or other users.

8.3. Breach of these rules may give rise to the measures provided for in sections 13 and 20.

9. Safety in transactions: payments outside the platform and scam prevention

9.1. Golden rule: no payment before seeing the property. To protect users against scams, it is prohibited to request or demand any payment (reservation, down payment, security deposit, "key delivery costs", etc.) before the viewing has taken place and the identity of both parties has been verified.

9.2. Automatic detection in the chat. Llavely's chat automatically analyses messages to detect common fraud patterns (requests for Bizum payments, bank transfers, external links, requests for advance payment, requests for bank details) and displays safety warnings to users. This automated analysis is purely preventive in purpose; it does not mean that the Llavely team systematically reads conversations. Messages will only be reviewed by a person when there is a report, a system alert or a legal requirement.

9.3. Contact details. Llavely does not share one user's telephone number with another until the holder decides to share it.

9.4. Recommended payments. In rentals, Llavely does not collect or handle payments: the rent and the security deposit are paid directly to the owner, after the viewing and the signing of the contract, by transfer to an account whose holder matches the verified owner. In sales, payments are made through the channels set out in document 06.

9.5. Llavely accepts no liability for payments made outside the Platform contrary to these recommendations, without prejudice to its cooperation with the authorities and with the affected user.

10. Property listings and accuracy of information

10.1. Advertiser's responsibility. Anyone who publishes a listing declares and warrants that:

• They are the owner of the property or have sufficient authority to let or sell it (for example, a mandate from the owner).
• The property exists, is available and the information in the listing is truthful, complete and not misleading (Ley 3/1991, de Competencia Desleal (Spanish Law 3/1991 on Unfair Competition); Articles 19 and 20 TRLGDCU; advertising legislation).
• The photographs correspond to the property advertised and reflect its actual condition.
• The rent respects, where applicable, the limits applicable in stressed residential market areas (Article 17 of Ley 29/1994, de Arrendamientos Urbanos (Spanish Urban Leases Act) — LAU, as worded by Ley 12/2023 (Spanish Law 12/2023 on the Right to Housing)).

10.2. Mandatory listing information. The advertiser must complete at least the following fields (those marked with * are mandatory in order to publish):

10.3. Information at the pre-contractual stage. Article 31 of Ley 12/2023 requires the landlord or seller, and professional intermediaries, to provide any interested party, before the transaction is formalised and in any event before any sum is paid on account, with information on the identification of the parties and intermediaries, financial conditions, characteristics of the property and the building, land registry information, protection regime, where applicable, and other relevant information. Llavely provides a form to collect this information and make it available to the interested party in the transaction file. The owner or seller is responsible for its accuracy.

10.4. Seasonal rentals. Anyone advertising a seasonal rental (Article 3 LAU) declares that there is a genuine temporary reason (studies, temporary work, medical treatment, etc.) which will be stated in the contract. Llavely does not allow seasonal rentals to be used to circumvent the rules governing tenancies of a main residence. Llavely does not accept listings for tourist accommodation.

10.5. Checks by Llavely. Before each rental property is published, a member of the Llavely team checks it by hand, normally within 24 hours: ownership by means of a nota simple, purchase deed or IBI receipt (or, for agencies, the owner's mandate), that the address exists and that the details and photos are consistent. Llavely may review listings again at random or following a report. These checks do not relieve the advertiser of its responsibility.

10.6. "Fair price" badge. This is an indication for guidance only prepared by Llavely by comparing the rent requested with the state system of reference indices for residential rental prices and with third-party market data (which are cited as a source). It is not an appraisal, nor a certificate that the rent complies with the legal limits in stressed areas, which is the owner's responsibility. The methodology is explained in document 07.

10.7. Removal of listings. Llavely may remove or suspend a listing that breaches these Terms, in accordance with section 13.

10.8. Open provinces. Rental properties are published only in the provinces where Llavely has opened the service (currently Madrid and Barcelona). Elsewhere, the advertiser can prepare their property, which will be published when their province opens.

10.9. Listing by pasting an advert. The advertiser can paste the text of one of their own adverts so that the Platform fills in the listing and tells them what is missing. It is an aid: the advertiser reviews and completes the details and is responsible for them, and may only paste texts they have written or have the right to use. Llavely does not download adverts from other websites from their link and removes phone numbers, email addresses and links from the text.

11. Invitations, requests, chat and viewings

11.1. Owners, sellers and agencies may send invitations to tenants or buyers whose profile matches their property. There is no monthly limit on invitations, but each property may have a maximum of 15 awaiting a response at any one time, and an invitation that is not answered within 3 days expires automatically. Tenants do not write to advertisers or send requests to properties: they receive invitations, which they can accept or decline. They can see the published properties and mark "I'm interested": the mark is saved to their profile, it does not send any message and does not change the order in which the advertiser sees profiles; the advertiser only sees a discreet tag next to the profile ("Interested in your flat"). Requests exist only in sales, when a buyer is interested in a property for sale (document 06).

11.2. The tenant or buyer freely decides whether to accept an invitation and what information from their profile to share when accepting it.

11.3. Viewings. The exact address of the property is only shown once the viewing has been confirmed by both parties. Llavely sends reminders. Users must attend confirmed viewings or cancel them with reasonable notice through the Platform.

11.4. Chat. The chat is to be used solely for communications relating to the property and the transaction. The rules in sections 8 and 9 apply.

12. Reviews

For now, Llavely does not request or publish reviews. If they are switched on, users will be told beforehand and these rules will apply:

12.1. Who can leave a review. Only users who have entered into a tenancy agreement signed through Llavely with the person being reviewed (tenant ↔ owner or agency) may publish a review. [In sales: define whether reviews will be enabled after the signing of the deed.]

12.2. How we verify that reviews are genuine. In compliance with the TRLGDCU and the Ley de Competencia Desleal (Unfair Competition Act) (as worded by Real Decreto-ley 24/2021 (Spanish Royal Decree-Law 24/2021), which transposed Directive (EU) 2019/2161, the "Omnibus Directive"), we inform you that:

• The option to leave a review is only activated automatically when the system records a contract signed between both parties on the Platform.
• Each contract allows a single review per party and per contract.
• Reviews are published [X days after being submitted, or when both parties have left a review — "double-blind"], to prevent retaliation.
• Llavely does not publish bought or incentivised reviews and does not remove negative reviews merely because they are negative.
• All reviews are shown, positive and negative, except those removed for breaching the content rules (insults, personal data, unlawful content, content unrelated to the transaction), which will be indicated.
• Reviews are sorted by date, from most recent to oldest, unless the user chooses a different order.

12.3. The user leaving a review is responsible for its content, which must be truthful and respectful. The person reviewed may reply publicly once and report the review if they consider that it breaches the rules.

13. Reports, moderation and internal complaints

13.1. Notice and action mechanism (Article 16 DSA). Any person, whether or not a user, may notify Llavely of content they consider unlawful or contrary to these Terms, using the "Report" button on profiles, listings, reviews and conversations, or using the form [URL] / email [legal@llavely.com]. The notice should include, as far as possible:

• a sufficiently substantiated explanation of why the content is unlawful or contrary to the Terms;
• an indication of where it is located (link or identification of the listing, profile or message);
• the name and email address of the person giving notice (except in cases of certain sexual offences against minors, where this is not mandatory);
• a statement in good faith that the information is accurate and complete.

13.2. Processing. Llavely will acknowledge receipt without undue delay and will decide diligently, non-arbitrarily and objectively. Our aim is a human review in less than 24 hours. In serious cases (risk of scam, threats, impersonation), we may immediately block, as a precaution, the content or the account while it is reviewed. We will inform the person giving notice of the decision taken and of the means of redress. If we use automated means to process or decide, we will say so.

13.3. Possible measures. Depending on the seriousness: a warning; removal or blocking of the content; reduction of its visibility; withdrawal of badges; temporary suspension of features (for example, sending invitations); temporary suspension of the account; permanent closure of the account. Measures will be proportionate.

13.4. Statement of reasons (Article 17 DSA). When we take a measure affecting a user, we will send them a clear and specific statement of reasons indicating: the measure taken and its territorial scope and duration; the facts and circumstances on which it is based; whether it was based on a third-party notice; whether automated means were used; the legal provision or clause of these Terms breached; and the means of redress available. This will not be necessary in the case of high-volume deceptive commercial content or where prevented by an order of an authority.

13.5. Internal complaint. A user affected by a moderation decision, and a person giving notice whose report has not been acted upon, may lodge a complaint with Llavely, free of charge and by electronic means, within six months of being informed of the decision, through [form / legal@llavely.com]. The complaint will be reviewed by a person other than the one who took the initial decision, and will be resolved with reasons and without delay. If the complaint is upheld, the measure will be reversed.

13.6. Out-of-court settlement. The user may also turn to an out-of-court dispute settlement body certified under Article 21 DSA, or to the courts.

13.7. Misuse. Llavely may suspend, for a reasonable period and after a prior warning, users who frequently publish manifestly unlawful content or who frequently submit manifestly unfounded notices or complaints (Article 23 DSA).

13.8. Criminal offences. If Llavely becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of persons has taken place, is taking place or may take place, it will inform the competent authorities (Article 18 DSA).

14. Main parameters for ranking results

14.1. In compliance with Article 5 of Regulation (EU) 2019/1150 (P2B), Article 20 TRLGDCU and Article 27 DSA, we inform you of the main parameters that determine the order in which results are displayed, and of their relative importance. The full explanation, in plain language, is on the public page "How we rank results" (document 07).

14.2. Results for buyers (properties for sale). Default order: "Recommended", based, from greatest to least weight, on:

1. Match with the profile (area, budget, type of property, dates, pets, etc.).
2. Fair price: properties with the "Fair price" badge appear first, where the match is equal.
3. Quality and verification of the listing (ownership verified, photographs, complete information, energy certificate).
4. Activity and reliability of the advertiser (response rate, reviews).
5. Date of publication or update.

The user can change the order (price, date, distance) at any time.

Tenants receive invitations, which are shown in order of arrival, from most recent to oldest. They can also see the properties published in the open provinces, sorted by default from most recent to oldest or, if they choose, by price, with filters; this order is not based on their profile or on any payment.

14.3. Results for owners and agencies (profiles). Default order based on the affinity index between the profile and the property, the level of verification and the recent activity of the profile. No payment influences this order, and marking "I'm interested" does not change it either.

14.4. Payments and ranking. Rentals are currently free for everyone (always for tenants) and no payment influences the ranking. Llavely does not accept payments to improve the ranking of a listing and does not give preferential treatment to its own listings or those of related companies.

14.5. Option without profiling. [Llavely offers an order of results not based on profiling (e.g. "Most recent").]

15. Artificial intelligence at Llavely

15.1. AI help assistant. On every screen there is a help chat run by an artificial intelligence system, not by a person. This is clearly indicated at the start of each conversation, in accordance with Article 50.1 of Regulation (EU) 2024/1689 on Artificial Intelligence (obligation applicable from 2 August 2026). The assistant answers general questions about using the Platform, does not provide legal, tax or financial advice and may make mistakes. If the user so requests, or if the assistant cannot resolve the query, it will be passed on to a member of the team by means of a ticket.

15.2. Help with writing listings. The AI may suggest the text of a listing based on the data entered by the advertiser. The decision to publish and the final content always rest with the advertiser, who must review the text and is responsible for its accuracy.

15.3. Affinity index. The affinity index is a score calculated automatically to help owners and agencies identify compatible profiles. It is not an automated decision: it is the owner or agency who decides whom to invite. The tenant may request information about the logic of the index (see document 07 and the Privacy Policy).

15.4. Tenant verification. An artificial intelligence system checks tenants' identity and income documents and calculates the result the advertiser sees (for example, "Income verified" and the rent-to-income ratio). If something does not add up, a member of the team reviews it, and the tenant can always ask for a human review. The AI does not decide who gets access to a property: the owner or agency decides.

16. Prices and payments

16.1. Rentals are free for tenants, owners and agencies, with every feature, and always free for tenants. Llavely may introduce fees for owners and agencies in the future: it will give at least 30 days' notice and will never charge anything without the user's express acceptance. The prices of paid services (currently, sales) are shown on the pricing page [URL] and before the contract is concluded. For consumers, prices are stated including VAT; for agencies and professionals, they are stated excluding VAT and the applicable VAT is specified.

16.2. Payments are processed through an authorised payment service provider [name to be determined]. Llavely does not store full card details.

16.3. Llavely will issue an invoice for each charge [electronic invoice in the user area].

16.4. Personalised prices. Llavely does not apply personalised prices based on automated decision-making.

16.5. Promotions. If Llavely offers any, it will be governed by its own terms, which will state its duration and the price applicable afterwards. There is currently no promotion other than the free use of rentals.

16.6. If a charge cannot be collected, Llavely will notify the user and may suspend the paid features until the matter is settled, without additional penalties.

17. Subscriptions, fees and payments: sign-up, renewal and cancellation

There are currently no paid subscriptions on Llavely: rentals are free and always free for tenants (document 05). This section will apply to any subscriptions or fees Llavely may offer in the future, and only to those who expressly take them out.

17.1. Sign-up. The user takes out the subscription from their account, choosing the plan. Before paying they will see: the total price, the billing frequency, the automatic renewal, how to cancel and the information on withdrawal. The final button will clearly indicate that it entails an obligation to pay (for example, "Subscribe and pay"), in accordance with Article 98.2 TRLGDCU.

17.2. Renewal. Paid subscriptions taken out by the user renew for equal periods unless cancelled. A free period never becomes a paid subscription unless the user expressly takes it out.

17.3. Easy cancellation. The user may cancel at any time, from Settings > Subscription > Cancel, with the same number of steps as, or fewer than, those required to sign up and without having to call or give a reason (Article 62.3 TRLGDCU). Cancellation takes effect at the end of the period already paid for, during which the user keeps the features. Llavely will send written confirmation of the cancellation.

17.4. No minimum term. Subscriptions have no minimum term or penalty.

17.5. Plan changes. When upgrading to a higher plan, the change is immediate and the proportional part (pro rata) of the current period is charged. When downgrading to a lower plan, the change applies from the start of the following period.

17.6. Private owners. Private owners currently pay nothing to Llavely (document 05, section 7).

17.7. Price changes. Llavely may change subscription prices for valid reasons (for example, changes in costs or features), giving the user at least 30 days' notice. A user who does not agree may cancel free of charge before the new price applies.

18. Right of withdrawal

18.1. Period. If you are a consumer and contract a Llavely service at a distance (for example, a sale agreement), you have the right to withdraw from the contract within 14 calendar days of its conclusion, without giving any reason and without penalty (Articles 68, 71 and 102 et seq. TRLGDCU).

18.2. How to withdraw. It is sufficient to communicate this unequivocally before the period expires:

• from Settings > Subscription > Withdraw from the contract [online withdrawal function];
• by email to legal@llavely.com; or
• using the withdrawal form in Annex I (its use is not mandatory).

Llavely will confirm receipt without delay on a durable medium.

18.3. Immediate performance. If you expressly request that the service begin during the withdrawal period (for example, so that the search for a tenant starts today), we will ask you for that express request during the purchase process. In that case:

• if you withdraw, you must pay a proportional amount for the part of the service provided up to the time you inform us of your withdrawal (Article 108.3 TRLGDCU), and we will refund the rest;
• if the service has been fully performed within the period with your prior express consent and your acknowledgement that you would lose the right of withdrawal, you will no longer be able to withdraw (Article 103.a TRLGDCU). For example, a search for a tenant that has ended with the signing of the contract.

18.4. Free promotions. If the service is free during a promotional period, the withdrawal period applies to the contract in the same way, and the first charge will not be made if you cancel before the end of the free period. Under the free use of rentals there is no charge, unless the user expressly accepts future fees.

18.5. Refund. This will be made within a maximum of 14 calendar days of the notification of withdrawal, using the same means of payment as was used, at no cost to the user.

18.6. Agencies and professionals do not have a right of withdrawal, as they are not consumers.

19. Liability

19.1. Llavely's liability. Llavely is liable for the proper functioning of the services it provides directly (section 3.3), in accordance with the law and these Terms, and in particular for damage caused by its wilful misconduct or negligence.

19.2. User content. As a hosting service provider, Llavely is not liable for information stored at the request of users provided that it does not have actual knowledge of its unlawfulness or, if it does, it acts diligently to remove or block it (Article 6 DSA and Article 16 LSSI-CE). This exemption does not apply where an average consumer may reasonably believe that the information, product or service that is the subject of the transaction is provided by Llavely itself or by a user acting under its control (Article 6.3 DSA).

19.3. Contracts between users. Llavely is not a party to tenancy or sale and purchase agreements between users and is therefore not liable for their performance (payment of rent, condition of the property, return of the security deposit, etc.), without prejudice to its liability for its own services provided in connection with those transactions (for example, intermediation in sales).

19.4. Availability. Llavely will endeavour to keep the Platform continuously available, but there may be interruptions due to maintenance, updates or causes beyond its control. Advance notice of scheduled interruptions will be given where possible.

19.5. Valid limits with respect to consumers. Nothing in these Terms excludes or limits Llavely's liability: (a) for death or personal injury caused by its acts or omissions; (b) for wilful misconduct or gross negligence; (c) for breach of the essential obligations of the contract; or (d) any other rights that the law grants to the consumer and that cannot be excluded (Articles 86 and 88 TRLGDCU).

19.6. Professional users. With respect to agencies and professionals, and save in the case of wilful misconduct or gross negligence, Llavely's total liability is limited to the amount paid by the professional in the 12 months preceding the event giving rise to it. [Move to the Terms for Agencies.]

19.7. User's liability. The user is liable for any damage they cause to Llavely or to third parties through breach of these Terms or of the law.

20. Suspension and closure of accounts

20.1. Llavely may suspend or close an account, in a proportionate manner, where the user: seriously or repeatedly breaches these Terms; provides false information or documents; commits or attempts to commit fraud; engages in discriminatory, harassing or violent conduct; or where required by an authority.

20.2. Unless prohibited by law or where there is a risk of fraud or to the safety of other users, Llavely will give prior notice and explain the reasons (statement of reasons, section 13.4), and the user may lodge a complaint (section 13.5).

20.3. In the event of closure due to a serious breach attributable to the user, the user will not be entitled to a refund of the amounts corresponding to the current period, [unless this would be disproportionate]. In the event of closure for reasons not attributable to the user (for example, discontinuation of the service), Llavely will refund the proportional part not used.

20.4. Discontinuation of the service. If Llavely decides to stop providing the Platform, it will give at least [60] days' notice and will enable users to download their data.

20.5. After closure, the data will be kept blocked for the legally required periods (for example, anti-money laundering, tax obligations) in accordance with the Privacy Policy.

21. Intellectual and industrial property

21.1. Llavely's. The Platform, its design, code, databases, texts, logos and the Llavely trade mark are owned by Amerevo, S.L. or its licensors. Their reproduction, extraction or reuse without authorisation is prohibited, except for the uses permitted by law.

21.2. User content. The user retains ownership of the content they upload (photographs, texts, videos). By publishing it, they grant Amerevo, S.L. a non-exclusive, royalty-free, worldwide licence, limited to the time during which the content is published (plus a reasonable period for its removal from backups and caches), to reproduce it, technically adapt it (for example, resize photographs), communicate it to the public and make it available on the Platform, for the sole purpose of providing and promoting the service.

21.3. Promotional use. Llavely will only use photographs of properties on its social media or in advertising with the user's express consent [separate tick box]. The tenant's introduction video and their image will never be used for promotional purposes without their express consent.

21.4. User's warranty. The user declares that they hold the necessary rights to the content they publish (for example, that the photographs are theirs or belong to a photographer who has assigned them to the user) and will hold Llavely harmless against third-party claims on this ground, to the extent permitted by law.

21.5. Market data. Third-party market data displayed are cited with their source and used in accordance with their terms of use or within the legal limits.

22. Data protection

22.1. The processing of users' personal data is governed by the Privacy Policy [link], which forms part of the pre-contractual information and which the user should read. It explains, among other things, the processing of biometric data in verification, the review of payslips, the automated analysis of the chat to prevent scams, the affinity index, the AI assistant, the prevention of money laundering and the user's rights.

22.2. Use of other users' data. A user who receives personal data of other users through the Platform may use it only for the transaction concerned, and undertakes to comply with data protection legislation.

23. Amendments to these Terms

23.1. Llavely may amend these Terms for valid reasons, such as changes in the law, the services, security or operation.

23.2. Amendments will be notified to registered users by email and on the Platform with at least 15 days' notice (or such longer period as the law may require; a minimum of 15 days for professional users under Article 3.2 of the P2B Regulation), indicating the changes.

23.3. If the user does not agree, they may close their account and cancel their subscriptions free of charge before the changes take effect; in that case, Llavely will refund the proportional part of any amounts paid in advance that has not been used. If the user continues to use the Platform after the changes take effect, they will be deemed to accept them [for consumers, consider requiring express acceptance of substantial changes].

23.4. Amendments will not affect contracts already concluded (for example, signed sale agreements), which will be governed by the terms in force when they were signed, unless otherwise agreed.

23.5. Payment terms for rentals. Any fees Llavely may introduce for rentals in the future are not accepted by continuing to use the Platform: they will only apply to those who expressly accept them.

24. Customer service, complaints and dispute resolution

24.1. Customer service. You can contact us at legal@llavely.com, in the help chat (with transfer to a person when you request it) and by phone on +34 919 58 39 98 (English and Spanish). Opening hours [Mon–Fri, 9:00–18:00].

24.2. Complaints. You can submit a complaint at legal@llavely.com [or using a form]. We will give you a reference number or acknowledgement of the complaint and will reply as soon as possible and, in any event, within a maximum of one month (Article 21.3 TRLGDCU) [or such shorter period as may be established by Ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela (Spanish Law 10/2025 of 26 December on Customer Service), if applicable].

24.3. Official complaint forms. Hojas de reclamaciones (official complaint forms) are available to consumers in accordance with the regulations of the Comunidad de Madrid [verify electronic format].

24.4. Consumer arbitration. [Option A: Amerevo, S.L. adheres to the Sistema Arbitral de Consumo (Consumer Arbitration System) through the Junta Arbitral de Consumo de la Comunidad de Madrid (Madrid Region Consumer Arbitration Board), for disputes concerning [scope].] [Option B: Amerevo, S.L. does not adhere to any consumer arbitration system; however, it may agree, on a case-by-case basis, to submit voluntarily to the competent Consumer Arbitration Board.] Consumer arbitration is voluntary for the consumer, and an arbitration agreement signed before the dispute arises is not binding on them (Article 57.4 TRLGDCU).

24.5. European online dispute resolution platform. The European Commission's ODR platform ceased to operate in 2025, so the link is no longer included.

24.6. Appropriate dispute resolution methods. Before bringing civil proceedings before the courts, the parties must, in the cases where this is required by Ley Orgánica 1/2025, de 2 de enero, de medidas en materia de eficiencia del Servicio Público de Justicia (Spanish Organic Law 1/2025 of 2 January on measures for the efficiency of the Public Justice Service), attempt an appropriate dispute resolution method. A complaint to Llavely's customer service may serve this purpose.

25. Governing law and jurisdiction

25.1. These Terms are governed by Spanish law.

25.2. Consumers: the courts of the consumer's place of residence shall have jurisdiction over any dispute (Article 90.2 TRLGDCU and Article 52.2 of the Ley de Enjuiciamiento Civil (Spanish Civil Procedure Act, LEC)). If the consumer resides in another EU Member State, they will retain the protection of the mandatory rules of their country (Rome I Regulation, Article 6) and may bring proceedings before the courts of their place of residence (Brussels I bis Regulation).

25.3. Agencies and professionals: the courts of the city of Madrid, unless mandatory rules provide otherwise.

26. Final provisions

26.1. Partial invalidity. If any clause is declared void, the remainder will remain in force. The void clause will be deemed not to have been included (Article 83 TRLGDCU).

26.2. Assignment. Llavely may assign its contractual position to a company in its group or to an acquirer of its business, informing the user, who may terminate the contract if they do not agree. [Review with respect to consumers.]

26.3. Communications. Llavely's communications will be sent to the account's email address and by means of notifications on the Platform.

26.4. No waiver. Llavely's failure at any given time to require compliance with a clause does not constitute a waiver of its right to require it.

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Annex I. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

For the attention of: Amerevo, S.L. (Llavely), Calle Monte Esquinza, 9, 28010 Madrid · legal@llavely.com

I hereby give notice that I withdraw from my contract for the provision of the following service:

• Service: [sale agreement / support / other]
• Contracted on: [date]
• Name of consumer: [ ]
• Account email address: [ ]
• Address of consumer: [ ]
• Signature of consumer (only if this form is submitted on paper): [ ]
• Date: [ ]

Annex II. Information on withdrawal (summary for the purchase process)

You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days after the day the contract is concluded. To exercise it, you must inform us of your decision by an unequivocal statement ("Withdraw" button, email to legal@llavely.com or the form). If you withdraw, we will reimburse all payments received from you without undue delay and, at the latest, within 14 calendar days, using the same means of payment. If you requested that the provision of the service begin during the withdrawal period, you shall pay us an amount proportionate to the part already provided. If the service has been fully performed with your prior consent and acknowledgement of the loss of the right, you will not be able to withdraw.

(Based on Annex A of the TRLGDCU — model information for the consumer on withdrawal; Annex I follows the model form in Annex B.)