General Terms and Conditions of the Service
Last updated: 01/11/2025
Identifying Information and Acceptance
This page sets out the General Terms and Conditions of Contract (hereinafter, the “General Conditions”) owned by the company SUBETE AL TRAAM SL, with NIF B22781074 (hereinafter, “Traam”), with its registered office at Carrer Pelai 50, 3-2 in Barcelona, Spain, and registered in the Barcelona Mercantile Registry (Volume 1000457004354, Page 1, Sheet B 641288).
Note on the Professional Service: The legal advice and foreign affairs management services covered by this contract are provided or directly supervised by registered lawyers.
The acceptance of these General Conditions by the Client (hereinafter, the “Client”) signifies the express consent and formalisation of the contractual relationship for the provision of services arising from them.
Contract Object
Traam is committed to carrying out, through the modality of professional service leasing, the necessary actions to manage the immigration process contracted by the Client and to present the file before the competent public administrations.
2.1. Included Services
The actions subject to contracting include:
Gathering and Verification of Eligibility: Gather the initial information from the Client and verify the provided data to determine if the Client meets the essential requirements to apply for the authorisation or process needed, if applicable.
Access to Resources and Information: Provide the Client with access to the information and resources necessary for the proper collection of the required documentation for their process.
Document Verification and Advice: Review the documentation provided by the Client in their personal area, validate its conformity with legal requirements and, if necessary, offer the precise guidance to rectify deficiencies or ensure its correct compliance.
Settlement of Fees (Advance Payment): Proceed with the settlement and payment of the corresponding administrative fees, once Traam has validated that the documentation is correct and the file is ready for submission to the competent body.
Ongoing Communication and Support: Keep the Client informed through electronic means (email and platform) about the status of their file and resolve inquiries related to the preparation and documentary submission phase.
Electronic Submission of the File: Submit electronically, to the corresponding administrative body, the application once Traam has validated that the documentation provided by the Client is correct and suitable for evaluation by the Administration.
Optional Review Appeal: Submit an optional review appeal, if Traam deems it appropriate when there are legally founded reasons that allow a favorable assessment of the appeal, prior to providing the information and obtaining the Client's consent.
2.2. Excluded Services
The actions subject to contracting do not include:
Preparation of Documentation: The responsibility for collecting and obtaining the original documentation and/or its electronic copies for the file lies, at all times, solely with the Client.
Government Fees (Cost): The total cost of administrative fees is not included in the service fees, being entirely borne by the Client. Traam is limited to managing their payment on behalf of the Client, as specified in Clause 6.1.3.
Contentious-Administrative Resources: Our services do not include the filing of any judicial appeals before the Contentious-Administrative Court. Judicial proceedings are an action that is outside the scope of this professional assignment and, currently, Traam does not offer legal representation services in the Contentious-Administrative area.
Fees and Terms of Packs
3.1. Fees and Payment Methods
The prices for Traam's services are published on the corresponding webpage for each procedure. After the formalisation of this contract, the Client must pay in advance the total amount of the estimated fees (including VAT), as well as the applicable governmental fees for the contracted management. These amounts will be paid by the Client using any of the methods enabled for this purpose on the Traam platform.
3.2. Conditions for Contracting Service Packs (Linked Offer)
In the event of contracting more than one service in pack format (grouped services offered for multiple applicants), it is essential that additional users have:
Direct Family Relationship: First Degree Relatives (Ascendants: Parents; Descendants: Sons/Daughters) of the main applicant.
Marital or Similar Relationship: Spouse or Legally Registered Domestic Partner with the main applicant in a public registry in Spain or the European Union (EU).
Legal Representation Link: Applicants who are under guardianship, custody, or non-temporary accommodation of the main applicant, or who are individuals with legally modified capacity whose support or legal representation is exercised by the main applicant.
Traam reserves the right to require proof of these relationships and to apply consequences for their non-compliance, in accordance with Clause 6.2.1.
Service Operation
The process of contracting and managing the service is structured in the following phases:
Creation of the Account on the Platform and Initial Form: The Client must register on the website and create a user account, which will enable them to access the suitability form (or initial application form) corresponding to the procedure required.
Verification of Suitability: After filling out and submitting the form, Traam's legal team will review the responses within a period of up to 48 working hours to determine the Client's initial suitability for the procedure.
Communication of Conclusion: The Client will receive an email communicating the conclusion about their suitability.
Access, Payment and Platform (Positive Suitability): In the event that the conclusion is positive and suitability is determined, the Client will receive an invitation link to access the platform and payment for the corresponding procedure fees will be enabled.
Document Collection: Once payment is confirmed, the procedure will be unlocked on the platform for the Client to start collecting and uploading the necessary information and documentation to complete their file.
Validation and Rectification: After the upload, Traam's legal team will verify the information and validate the documentation. If there are any errors, inconsistencies, or omissions, the team will contact the Client for proper rectification.
Payment of Fees: Once the entire documentation process is completed and validated, and the legal team determines that the documentation is correct, complete, and suitable for submission, Traam will proceed with the payment of the corresponding administrative fees on behalf of the Client.
Submission and Follow-up: Once all information and documentation are validated, the legal team will submit the application to the Administration by electronic means. The Client will have access to any receipts, communications, requests, or resolutions received from the Administration directly on the platform in the section "My Documents".
4.1. Duration and Deadline of the Service
Contractual Management Period: The management, preparation, and submission service will have a maximum period of one year from the date of formalisation of the payment for the contracted service.
Prevalence of Legal Deadline: The maximum period of one year will automatically be shortened if the applicable immigration regulations for the contracted procedure (e.g., initial application, renewal, modification, among others) establish a shorter deadline for submission. This legal deadline will take precedence and will limit the contractual management period.
Extension due to Administrative Procedure: The contractual period will automatically be extended until the resolution of the file, and even in cases where the procedure is delayed for reasons related to the Administration. Such as requests for additional documentation, deadlines for withdrawal due to positive/negative administrative silence, filing of optional appeals for reinstatement, among others. In those cases, the procedure will be delayed for the necessary time until the complete and integral conclusion of our services, at no additional cost to the Client.
Obligations of the Parties
5.1. Client Obligations
The Client agrees and commits to:
Grant Representation and Notification Consent: Grant an express authorisation (mandate of representation) in favor of Traam to act as your voluntary representative before the Public Administrations. This authorisation includes the express consent for Traam to receive on your behalf all notifications, communications, and requirements that the Administration issues in relation to the file, empowering it to respond to the requests for additional documentation or rectifications that may arise within the framework of the contracted services.
Truthfulness and Document Diligence (Good Faith): Provide Traam with all the necessary documentation and information for the management of the procedure, taking express responsibility that all of it is correct, accurate, truthful, authentic, and complete. The Client assumes the obligation to provide such information with due diligence and in accordance with the principle of contractual good faith.
Collaboration Principle: The Client commits to providing all the documentation and information required by Traam well in advance, following the instructions given by the platform, to allow for proper review, validation, correction, and submission of the file within the legal deadline established by the Administration. Traam does not guarantee the submission of the file in time if the documentation is received with insufficient advance notice that prevents review or correction of errors. The Client will assume any risks arising from the loss of the legal deadline for submitting the file.
Advance Payment of Fees and Charges: Pay the fees and charges required for the submission of the file in advance, as established in Clause 3.1.
5.2. Obligations of Traam
Traam agrees to:
Professional Diligence: Carry out the actions subject to this contract with due professional diligence, in accordance with the applicable current regulations and through professionals with the appropriate legal qualifications (including registered lawyers), observing the ethical code applicable to these lawyers' professional conduct.
Duty to Inform: Keep the Client informed, in the private space of the platform and/or by email, of any possible changes, updates, communications, and requirements that occur in the processing of the file.
Rights of the Parties
6.1. Client Rights
6.1.1. Right of Withdrawal
The Client, if they are a consumer, has the right to withdraw from this contract within 14 calendar days without justification, counted from the date of contracting the service.
Loss of Right: The right of withdrawal will expire when the performance of the service has been fully executed and the execution has begun with the prior express consent of the Client and with their acknowledgment that they lose the right of withdrawal once the contract has been fully executed by Traam.
Partially Executed Service: If the Client exercises their right of withdrawal once the service has begun (access to the platform, initial verification, documentary advice), Traam will reimburse the Client the total amount, deducting a proportional and justified amount for the part of the service already provided at the time of communication.
Communication: The exercise of this right must be communicated in writing via email to info@traam.app.
6.1.2. Right to Refund of Client Fees
Right to Refund of Fees (Traam Guarantee)
Guarantee for Unwanted Outcome attributable to Traam: The Client will have the right to a full refund of the service fees (except for fees - refer to Clause 6.1.3.), or the right to credit (refer to Clause 6.1.4.) in the case that the administrative resolution of the file or the result of the appeal lodged was unfavourable, and the cause of such denial is attributable to Traam, i.e., that it is directly related to an error, omission, or negligence in the validated and/or submitted documentation by Traam or that it was not presented within the time limit established by regulations.
Guarantee for Error of Suitability: The Client will have the right to a full refund of the fees (and, where applicable, of the fees - refer to Clause 6.1.3.) or the right to credit (refer to Clause 6.1.4.), when after completing the initial form and payment, Traam determines that they are not suitable to be an applicant for said process in the information and documentation gathering process, when this error was detectable by Traam based on the information provided in the initial form.
There will be no right to refund fees (for causes attributable to the Client) when:
When the result of the resolution or appeals has been unfavourable due to non-compliance with the basic requirements established for immigration (e.g., lacking criminal or police records, prohibition of entry into Spain, irregular stay situation, etc.).
When the result of the resolution or appeals has been unfavourable as a consequence of providing incorrect, false, inaccurate, or incomplete data, information, or documentation by the Client (refer to Clause 5.1.).
When the contract for the provision of services has been terminated due to the expiration of the contractual term of one year, or the legally established term by applicable regulations, in the case of negligence or oversight on the part of the Client. (refer to Clause 4.1.).
When the file could not be presented in due time and form, due to the Client not having provided all the information and documentation required by Traam with sufficient advance notice to allow for proper review, validation, correction, and presentation of the file within the legal deadline established by Traam. This deadline will be reflected on the Traam platform.
Any cause not directly attributable to an error or professional negligence of Traam.
Procedure for Requesting the Refund of Fees
To request a refund, the Client must send written communication to info@traam.app. Traam will proceed with the refund, if applicable, within a maximum period of 15 business days after the approval of the request.
6.1.3. Right to Refund of Client Fees
The government fees paid by the Client are considered a provision of funds for liquidation before the Administration. Therefore, only in the case that the file has not been presented to the competent authority, a full refund of said fee will be made (or its conversion to credit, if the Client prefers), as the provision has not been used for its legal purpose.
Procedure for Requesting the Refund of Fees
To request a refund, the Client must send written communication to info@traam.app. Traam will proceed with the refund, if applicable, within a maximum period of 15 business days after the approval of the request.
6.1.4. Right to Credit for Impossibility of Processing for the Client
Causes That Give Right to Credit (Change Guarantee)
We offer a credit option for the fees in the following situations: (1) the Client wants to withdraw from the contract but is outside the 14-day period, or (2) the information initially provided by the Client in the contact form was incorrect and they proceeded to pay for a process for which they are not eligible.
Application and Management of Credit
The amount paid for fees can only be converted into credit for contracting another professional service. If the fees for the new contracting are higher, the difference must be paid, if they are lower, the remaining amount will be subject to the right to credit and its expiration period and, ultimately, the remaining balance of fees will be assigned to Traam, without any refund applicable.
As for the fees, Clause 6.1.3. will apply. Therefore, if they have not been liquidated before the Administration, the Client may opt for: a) use them as credit for the contracting of a new service, without prejudice to having to pay the difference if the fee associated with the new service is higher, or b) request a full refund of the initial fee.
Expiration Period of the Credit
The right to credit must be exercised within the contractual period (refer to Clause 4.1.) and, in any case, the completion date of the new service will coincide with the same date of completion expected for the first contracting.
Procedure for Requesting the Right to Credit
To request credit, the Client must send written communication to info@traam.app. Traam will process it, if applicable, within a maximum period of 15 business days after the approval of the request.
6.2 Rights Reserved to Traam, Exclusion of Liability and Reservation of Legal Actions
6.2.1. Right to Request Accreditation of Links and Right to Unbundle the Pack
Right to request accreditation of links when contracting a pack: Traam reserves the right to request the relevant documentation to credibly prove any of the links (family, spouse, or legal) required for the contracting of service packs (refer to Clause 3.2.).
Right to unbundle the pack if the link cannot be proven: Contracting a pack with people who do not meet this link will be invalid, and Traam may require the conversion of remaining requests into the current rates of individual services on the website.
6.2.2. Right of Traam to Require Additional Information and Backgrounds
Authority to Request Additional Information: Traam reserves the right to request from the Client, at any time during the term of the contract, any type of information, documentation, or background that the legal team deems necessary for the proper assessment of the viability of the process, the adequate defense of its interests, or for the fulfilment of its professional obligations.
Exclusion of Liability for Client's Omission: Traam is expressly released from any liability that may arise from the non-presentation of the file, its inadmissibility, its dismissal, or any other adverse administrative consequence that is a direct result of the Client not having provided or facilitated the additional information or documentation requested by Traam. In this case, the cause will be attributable to the Client, and the No Refund of Fees conditions will apply (Clause 6.1.2.).
6.2.3. Reservation of the Right of Non-Presentation and Exclusion of Liability
Reservation of the Right of Non-Presentation: Traam will have the right, under its sole professional discretion, not to proceed with the presentation of the immigration file before the competent public administrations when it considers that the documentation provided by the Client has not been completed, is insufficient, incorrect, or does not comply with legal requirements, and/or the deadline for presenting the file in due time and form has expired or when there are legally founded reasons that advise against presenting the application due to non-compliance with the essential requirements of immigration regulations.
Exclusion of Liability: In such a case, Traam will be completely released from any liability that may arise from the non-presentation of the application, the expiration of administrative deadlines, or the future dismissal that the Administration may dictate if the Client decides to present the file on their own. Likewise, the conditions for contract termination for Client non-compliance established in Clause 4.1. will apply.
6.2.4. Presumption of Authenticity, Exclusion of Liability for Document Falsification and Reservation of Legal Actions
Presumption of Authenticity of the Submitted Documentation: Traam will presume the authenticity of the information and documentation provided by the Client.
Exclusion of Liability for Document Falsification by the Client: The provision of false, altered, or inaccurate documentation is a cause attributable to the Client and exempts Traam from any liability, applying the legal and economic consequences provided for in this contract.
Reservation of Corresponding Legal Actions: The Client's breach of this obligation may lead to corresponding legal actions (including claims for damages) and to the immediate termination of this contract.
6.2.5. Right of Traam to Terminate the Contract for Contractual Expiration and Exclusion of the Right to Refund Fees
Contractual Termination Due to Expiration of Term: Traam will have the right to terminate this contract by law when the situation of contractual expiration due to negligence or non-compliance by the Client occurs. This will happen if, after a period of one (1) year (or the legally shortened period that applies according to 4.1.) has passed without the Client having provided the necessary documentation or information for the presentation of the file, or having provided it, it was not sufficient or was not corrected according to the indications of the legal team, and therefore, it was not possible to present the file. (refer to Clause 4.1).
Exclusion of the Right to Refund Fees: In this case, the Client will not have the right to a refund of the fees (refer to Clause 6.1.2), although they will for the fees (refer to Clause 6.1.3)
6.2.6. Presumption of Diligence and Exclusion of Liability for Unwanted Outcomes not Attributable to Traam
Presumption of Diligence: Traam will always act with due professional diligence in the review or presentation of the documentation provided by the Client.
Exclusion of Liability for Unwanted Outcomes not Attributable to Traam: Traam is expressly released from liability arising from the inadmissibility or denial of the file for causes not attributable to its professional intervention (e.g., non-compliance with substantive requirements by the Client or criteria of the Administration).
6.2.7. Protection of Traam's Intellectual and Industrial Property and Reservation of Legal Actions
Protection of Traam's Intellectual and Industrial Property: All contents, information, key resources, methodologies, texts, images, logos, designs, source code, and any material or know-how provided on the Traam platform or website are its exclusive property.
Prohibition of Use: The Client agrees not to reproduce, copy, distribute, make available to third parties, transform or modify such contents for purposes other than the strict compliance with this contract. The use of resources outside the purposes of this contract constitutes an infringement of Traam's intellectual and industrial property rights.
Reservation of Corresponding Legal Actions: The Client's breach of this obligation may lead to corresponding legal actions (including claims for damages) and to the immediate termination of this contract.
6.2.8. Other Exclusions of Liability by Traam
Exclusion for Malfunctioning of the Administration and its Computer Systems: Traam is expressly released from liability arising from delays in processing, saturation of administrative systems, legal deadlines for administrative silence, regulatory changes or the inadmissibility of the file for reasons unrelated to Traam.
Exclusion of Liability for Administrative Sanction Procedures that may arise from the submission of files: Traam is released from liability for any administrative sanction procedure, fine or surcharge initiated by the Administration, provided that such procedure is not due to direct and demonstrable negligence of Traam.
Exclusivity
This contract grants Traam exclusivity for the management of the services entrusted during its validity, unless expressly agreed otherwise.
Personal Data Protection
Traam acts as the Data Controller of the personal data provided by the Client for the execution of this contract.
8.1. Legal Framework and Obligations
Traam strictly complies with the current regulations in the European Union and in Spain, including Regulation EU 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD).
The processing of the Client's data is based on the execution of the contract (Art. 6.1.b GDPR). Traam will observe, at all times, the duty of secrecy and confidentiality regarding personal data, and it will only be communicated when strictly necessary for the correct provision of the commissioned services or to third parties in compliance with a legal obligation (Art. 6.1.c GDPR).
8.2. Duty of Information and Reference to Legal Policies
All detailed and expanded information regarding the purposes of processing, the retention period, the recipients of the data, and the security measures adopted is available in the Traam Privacy Policy published on the company's website. The Client declares that they have read and accepted this document independently.
8.3. Commercial Communications
Traam may send electronic communications to your email address for informative purposes, improvement, and updating of services similar to those that have been contracted (Art. 21 LSSI-CE), provided that the Client has given explicit consent for this purpose through the checkbox enabled in the initial contact form. The Client may revoke this consent and object to this processing at any time and free of charge, by contacting info@traam.app.
8.4. Exercising Rights
The Client may exercise their rights of access, rectification, deletion, objection, limitation of processing, and portability through the email address: info@traam.app , or by postal mail to Carrer Pelai 50, 3-2 Barcelona (08001). Furthermore, they may file a complaint or seek protection of their rights before the Spanish Agency for Data Protection (AEPD) through its electronic headquarters: www.aepd.es.
Cookie Policy
Accessing and navigating the Traam website involves the use of cookies (information files stored on the Client's device). The Client can consult detailed information about the use, purpose, retention period, and how to disable or reject these cookies in the Traam Cookie Policy, permanently published in the footer of the website.
Website Terms of Use (Legal Notice)
The navigation, access, and use of the website www.traam.app by the Client is governed by the provisions of the Legal Notice and Terms of Use, which is permanently published in the footer of this site. The Client acknowledges having read and accepted the terms of use, intellectual property rights, disclaimers regarding the operation of the website, and other terms contained in said Legal Notice.
Transfer of the Contract
By accepting these General Conditions, the Client gives their unique, express and prior consent for Traam, if necessary, to assign the ownership of the service provision contract to another company (assignee company), provided that this company guarantees the technical, financial and operational capability to fulfil the contractual obligations equivalently to Traam.
11.1. Client's Right of Termination
Traam commits to informing the Client, in writing and with reasonable advance notice, of any contract assignment. If the Client does not agree with the assignment, they may choose to terminate the contract, notifying in writing within 14 calendar days following the date of sending the communication. In this case, the Client may request a full refund of the fees and charges, as long as they have not been settled with the Administration, paid at the beginning of the contractual relationship.
11.2. Data Protection Guarantee
The assignment of the contract will not imply any transfer of personal data without first guaranteeing in a verifiable way compliance with Regulation (EU) 2016/679 and Organic Law 3/2018. Traam commits to ensuring that, in this case, it complies rigorously with the current regulations on data protection, establishing the necessary guarantees with the assignee company.
Nullity of the Contract
The declaration of nullity, ineffectiveness or invalidity of any of these General Conditions by a judicial or administrative authority shall not affect the validity of the remaining conditions, which shall remain in force and binding on the parties, in accordance with the principle of contractual preservation.
The non-exercise or inaction by Traam of any rights or actions that may be available to it under this contract shall not be interpreted as a waiver of such right or action, which may be exercised at any time, provided that it has not expired or lapsed in accordance with the applicable legal deadlines for the expiration and lapse of civil or commercial actions.
Applicable Law and Jurisdiction
The legislation applicable to the contractual relationship between the parties is Spanish.
Extrajudicial Resolution Paths (ADR): In the event that the User acts as a consumer, Traam informs about the possibility of resorting to the European Union's Online Dispute Resolution Platform (ODR) for the extrajudicial resolution of disputes arising from online contracting, or other Forms of Alternative Dispute Resolution (ADR) that may apply.
Competent Jurisdiction: If the dispute is not resolved extrajudicially or if the law does not require it, and the user acts as a consumer, the competent jurisdiction will be determined by consumer protection legislation. In any other case, the parties expressly submit to the Courts and Tribunals of the city of Barcelona.
Original Version of the General Terms and Conditions of Contract
Notwithstanding that this document may be translated into another foreign language, in the event of a dispute or misinterpretation, the original version in Spanish shall always prevail.