Terms & Conditions

AskAndres is an on-demand personal assistant and concierge service for expats, based in Valencia, Spain. We provide support through our online platform and tools such as Email, Trello, WhatsApp, Notion and Google Drive. Some of your monthly hours may be used to integrate with your preferred systems or to understand and adapt to your workflows.

By using AskAndres, you agree to these Terms & Conditions.

1. Our Services

AskAndres provides personal assistance and concierge services tailored to each client’s needs. Services may include, but are not limited to, administrative support, relocation assistance, property and lifestyle management, travel coordination, and general personal assistance.

All services are provided on a best-effort basis and depend on availability and scope.

2. Subscriptions & Hours

  • All subscriptions are month-to-month and may be cancelled at any time

  • Subscriptions are inclusive of IVA (VAT)

  • Services are activated within 48 hours once payment is completed

  • Hours purchased are valid for the current month only

  • Unused hours do not roll over

  • Hours are tracked as an estimate and may include communication time (e.g. WhatsApp, emails)

  • No refunds apply if the Client cancels for reasons other than service unavailability

3. Services, Urgent Tasks & Out-of-Hours Work

  • Research-based tasks require a minimum of 48 hours, depending on scope

  • Urgent tasks must be clearly marked and communicated via WhatsApp, subject to availability

  • Same-day tasks may be charged at a priority rate

  • Out-of-hours work requires 24 hours’ notice, subject to availability:

    • Weekdays: +50%

    • Weekends: +100%

4. Additional Hours & Fees

  • Any hours used beyond your monthly plan are billed at €35/hour

  • Urgent or priority tasks performed out of office hours are billed at €50/hour

  • All additional charges will be clearly communicated in advance.

5. Communication & Task Management

  • Tasks should be managed via Trello (or your preferred system)

  • Direct communication is done via WhatsApp

  • Access to your private Trello board and AskAndres contact details is provided after signup

  • Please do not contact assistants via personal phone numbers

6. Client Responsibilities

You agree to:

  • Provide accurate and complete information

  • Respond promptly when clarification is required

  • Ensure you have authority to request tasks on your behalf

AskAndres is not responsible for delays caused by missing, late, or incorrect information.

7. Third-Party Services

Some tasks require coordination with third parties (agents, contractors, authorities or service providers). AskAndres is not responsible for:

  • Third-party decisions, delays, or outcomes

  • Costs, fees, or charges imposed by external providers

8. No Professional Advice

AskAndres does not provide legal, financial, tax or medical advice. We may assist in coordinating with qualified professionals, but all decisions and outcomes remain the Client’s responsibility.

9. Time Tracking & Billing

  • Hours are tracked using Clockify

  • Weekly usage reports are sent every Thursday

  • Clients must notify AskAndres if they do not wish to exceed their monthly hours

  • Non-payment may result in suspension of services

10. Confidentiality & Data Protection

All client information is treated as confidential and may be shared internally only to provide services efficiently. Clients must clearly identify any particularly sensitive information.

Personal data is processed in accordance with Spanish and EU data protection laws (GDPR and LOPDGDD).

11. Platform Use, Intellectual Property & Restrictions

  • Services must be contracted exclusively through AskAndres

  • Clients may not directly hire AskAndres assistants during the service period or within 12 months after termination

  • All content, software and materials on the AskAndres platform are owned by AskAndres and protected under Spanish and EU intellectual property laws

  • Breach of these conditions may result in a contractual penalty or termination of services

12. Limitation of Liability

AskAndres is not liable for indirect, incidental or consequential losses. To the maximum extent permitted by law, our liability is limited to the fees paid for the specific service giving rise to the claim.

13. Termination

AskAndres reserves the right to suspend or terminate services in cases of:

  • Non-payment

  • Unlawful, unreasonable or inappropriate requests

  • Abusive or disrespectful behaviour

Either party may terminate the subscription with notice.

14. Governing Law

These Terms are governed by Spanish law. Any disputes shall be submitted to the courts of Valencia, Spain, without prejudice to applicable consumer arbitration rights.

15. Contact

For any questions regarding these Terms, please contact:

📧 hello@askandres.org