Refund & guarantee terms

The promise

Your qualified digital certificate is usually issued within 24 hours of your payment during working hours. If the issuer cannot process your combination of nationality and documents, you pay nothing: if you have already paid, we refund you in full, without asking you to argue.

When the 24 hours run

They start when your payment is received during working hours. Not when you first open the page.

They end when the issuer has issued the certificate and you have the download instructions.

We work Monday to Friday, 09:00–20:00 CEST, excluding Spanish national public holidays. A payment made outside those hours is picked up first thing on the next working morning, and the 24 hours run from then.

What pauses the clock

Time waiting for you to sign the issuer's contract or to complete the video identification.

Time after a failed identification, until you have done it again.

Nothing else. Our own queue, our own staffing and our own software problems all count against us.

Other refunds

Identification rejected, for any reason: full refund.

You cancel before your identification is approved: full refund.

The certificate is issued but will not install, and we cannot fix it: full refund.

You change your mind after the certificate has been issued: no refund — the service has been fully performed and the certificate is yours. See the withdrawal clause in the terms.

How to claim

Email [email protected] with the date and time of your call. We check our own logs; you do not have to prove anything. Refunds go back to the original payment method within 5 working days.

If you think we have got this wrong, Spanish consumer law applies and the EU online dispute resolution platform is at https://ec.europa.eu/consumers/odr.