Terms of service

Who you are contracting with

These terms are between you and Hola Money SL, CIF B26671347, of Calle Granada 7, 04820 Vélez-Rubio, Almería, España. We are a private company, not a public administration.

We handle your booking, your paperwork and your support, as a registration entity working under Gong Time, S.L., the registration authority appointed by Firmaprofesional, S.A.. The digital certificate is issued by Firmaprofesional, S.A., a qualified trust service provider, under its own terms which you accept during the issuing process. First-line technical support for the issuing platform is provided by Gong Time, S.L. at [email protected].

What we sell

A managed service: a video identification appointment in English, Spanish or German; the issuing of a qualified electronic certificate by Firmaprofesional, S.A.; installation help on your computer and your phone; and a backup copy with instructions by email.

The price is €59, IVA included. That is the whole price. There are no add-ons, no express tier and no subscription.

How your documents are read

Images of the documents you upload during your application are read automatically, in part by an artificial intelligence service, so that you do not have to type their contents. We use only AI providers contracted on zero-retention terms: they do not retain your document after the request and do not use it to train any model. If those terms cannot be guaranteed for a request, our systems refuse to send it and a person reads the document instead.

Nothing is decided automatically. Every detail read from your documents is shown to you to confirm before it is used. You may decline the automated reading and enter your details yourself, at no extra cost.

What we need from you

A valid, in-date, physical identity document on the call, matching the details you gave us. A working camera. An email address and mobile number you can access during the call.

If your document is expired, damaged, unreadable, or belongs to someone else, the identification will fail. This is a legal requirement on the issuer, not a preference of ours.

The 24-hour promise

Your certificate is usually issued within 24 hours of your payment during working hours (Mon–Fri, 09:00–20:00 CEST). If the issuer cannot process your combination of nationality and documents, you pay nothing and any payment taken is refunded in full.

The 24 hours run from your payment during working hours. A payment made outside those hours is picked up first thing on the next working morning.

Time waiting for you to sign the issuer's contract, to complete the video identification, or to repeat a failed one does not count. Everything else does.

Full detail is on the refund and guarantee page.

Your right of withdrawal

As a consumer you normally have 14 days to withdraw from a distance contract. This service is an exception once it has been fully performed: once your identity has been verified and the certificate issued, the service cannot be undone, and by booking you expressly request that we begin immediately and acknowledge that you lose the right of withdrawal on completion.

Before that point — any time before your identification is approved — you may cancel for a full refund, for any reason or none.

What we don't promise

We do not promise that your identification will be approved. Identity checks legitimately fail, and no honest provider guarantees otherwise. If yours fails, you get your money back.

We do not control the availability of public administration websites, and we are not responsible for what you do with your certificate once you have it.

Complaints and disputes

Write to [email protected] first — most things are fixable in an afternoon. Spanish consumer law applies, and you can also use the EU online dispute resolution platform at https://ec.europa.eu/consumers/odr.