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• 1. Purpose of the service

  Altiplano provides a personalised service of territorial analysis, property search and buyer guidance.

  The service comprises the activities described in these conditions and in the individual contract accepted by the client. Altiplano does not act as a seller of properties and does not guarantee that the client will acquire one.

• 2. Free initial consultation

  Before contracting, the client may have a free call or video call to explain their situation, learn how Altiplano works and check whether the service fits their needs.

  The initial consultation creates no obligation to contract or to pay.

• 3. Contracting and start

  The service is considered contracted when the client signs the contract or expressly accepts it by electronic means.

  No charge is made at that moment. However, contracting entails an obligation to pay for the work that Altiplano begins to provide, in accordance with these conditions.

  The client will receive a copy of the contract, the applicable conditions and the information on withdrawal on a durable medium.

  Where the client requests that work begin during the 14 calendar days following contracting, they must expressly authorise the early start of the service.

• 4. Price

  The full guidance service has a total price of €899, VAT included.

  The client may end the service on completion of the first stage by paying €450, VAT included, corresponding to the work carried out during that stage.

  The amounts of €450 and €899 are alternatives, not cumulative:

  • If the client finishes after the first stage, they pay €450.
  • If they continue with the full guidance service, they pay €899 in total.

• 5. First stage

  The first stage comprises:

  • Analysis of the client's needs, budget, preferences and lifestyle.
  • Production of the search profile report.
  • Analysis of up to six candidate areas.
  • Selection of the three areas that best fit the agreed profile.
  • Production of a comparative report on the finalist areas.
  • Initial analysis of prices, property types, supply and market conditions.
  • Start of the search and a first shortlist of properties.
  • Assessment of properties proposed by the client during this stage.

  The first stage is considered complete once Altiplano has delivered the profile and area reports and has presented a first reasoned selection of available properties.

  If there is not sufficient supply meeting the agreed criteria, Altiplano may complete the stage with a report explaining the search carried out, the supply found and the reasons why there are no suitable options at that time.

  The absence of compatible properties does not make the service free of charge, provided Altiplano has carried out and documented the work included.

  The first stage will last a maximum of 60 calendar days from the point at which the client provides all the necessary information, except for delays attributable to the client, cases of force majeure or written agreement between the parties.

• 6. Choice on completion of the first stage

  Once the first stage is complete, and before the first visit is arranged, Altiplano will notify the client that they must choose between:

  Ending the service. The client pays €450, having already received the reports and materials produced during the first stage.

  Continuing with the full guidance service. The client pays €899 in total, and the full search, the visits and the remaining activities included are activated.

  The client will have seven calendar days to communicate their decision.

  If they do not respond after a reminder, Altiplano will suspend the service and close it at the end of the first stage, issuing the corresponding invoice for €450.

• 7. Payment

  Payment must be made within a maximum of seven calendar days from the issue of the invoice or the payment request.

  No visits will be reserved or carried out until Altiplano has received the full payment of €899.

  Non-payment allows the service to be suspended, and only the amounts corresponding to work actually carried out to be claimed.

  The client will receive the corresponding invoice in accordance with the applicable regulations.

• 8. Second stage and full guidance

  Once the client pays the €899, the service continues with:

  • Active search and shortlisting of properties.
  • Assessment of properties proposed by the client.
  • Preparation of the visits.
  • In-person accompaniment, remote participation or attendance on the client's behalf where authorised.
  • Visual assessment reports following the visits.
  • Document analysis of shortlisted properties.
  • Comparison of the price against the available market.
  • Identification of matters that should be reviewed by lawyers, architects, technicians, appraisers or other specialists.
  • Organisation of the steps relating to financing, reservation, deposit contract, notary, administrative agency and signing.
  • Guidance through to the handover of the keys, within the scope and duration contracted.

  Altiplano may not sign offers, reservations, deposit contracts or other documents on the client's behalf without sufficient authorisation or power of attorney.

  Altiplano will not receive or hold deposits, earnest money or amounts intended for the seller, agency, notary or third parties.

• 9. Duration

  The active search will last a maximum of seven months, counted from the point at which:

  • The areas are confirmed.
  • The client has paid the €899.
  • Altiplano has the information necessary to continue.

  The full guidance service will last a maximum of 18 months from payment of the €899.

  The service will end earlier when any of the following occurs:

  • Handover of the keys.
  • Cancellation of the contract.
  • Written agreement between the parties.
  • Material breach that is not remedied.
  • Expiry of the maximum contracted period.

  Altiplano is not obliged to maintain an indefinite search, nor to guarantee the availability of compatible properties.

• 10. Visits included

  The full guidance service includes up to six visits.

  Visits may be carried out:

  • In person with the client.
  • Remotely.
  • On the client's behalf, where expressly authorised.

  After each visit, a visual assessment report will be delivered.

  Additional visits will be quoted individually according to location, travel, duration, format and the preparation required. They will not be carried out without the client's prior acceptance.

  Extraordinary travel, or travel outside the geographical scope established in the individual contract, may be quoted separately.

• 11. Scope of the visits

  The visits carried out by Altiplano are visual and commercial assessments.

  They do not constitute:

  • A technical or structural inspection.
  • An official valuation.
  • An expert appraisal.
  • An energy performance certificate.
  • Legal advice.
  • An architectural report.
  • A guarantee regarding visible or hidden defects.

  Where necessary, Altiplano will recommend that the property be reviewed by a specialised professional.

At Altiplano we work in stages to offer a personalised, clear service adapted to each client. For this reason, our cancellation policy aims to protect both the client and the analysis and work already carried out.

• 1. Statutory right of withdrawal

  Where the contract is concluded online, by telephone, by video call or away from Altiplano's premises, a consumer client has 14 calendar days from contracting to withdraw, without having to give any reason for the decision.

  Withdrawal carries no penalty.

  It may be communicated by email, using the form provided by Altiplano, or by any unequivocal statement that identifies the client and the contract.

• 2. Starting work during the withdrawal period

  Altiplano will not begin work during the first 14 days unless the client expressly requests it.

  If the client requests an immediate start and subsequently withdraws within those 14 days, they will pay only the proportional amount corresponding to the services actually provided up to receipt of the communication.

  This amount:

  • Will be calculated according to the work carried out and documented.
  • Will never exceed €450 during the first stage.
  • Is not a penalty.

  If the client did not expressly request that the service begin during the withdrawal period, they will not be charged for any work carried out during that period.

  The right of withdrawal is lost only once the service has been performed in full and the client has expressly authorised its full performance, having previously acknowledged that consequence.

• 3. Refunds on withdrawal

  Where a refund is due, Altiplano will make it without undue delay and, at the latest, within 14 calendar days of the communication.

  The refund will be made using the same means of payment, unless another method is expressly agreed.

• 4. Cancellation before the first stage is complete

  Once the statutory withdrawal period has ended, the client may cancel before the first stage is finished.

  In that case, they will pay only the proportional value of the work actually carried out up to the cancellation date, up to a maximum of €450.

  Altiplano will hand over to the client any reports or materials that have been completed and paid for.

• 5. Cancellation on completion of the first stage

  Once Altiplano has completed the first stage and notified its completion, the client may decide not to continue.

  In that case:

  • They will pay €450.
  • They will receive the reports and materials produced.
  • No visits will be arranged.
  • No further amount is payable.

• 6. Cancellation after paying the €899

  The client may cancel the full guidance service at any time.

  Altiplano will retain:

  • The €450 corresponding to the first stage already completed.
  • The proportional part of the second-stage services actually provided.
  • External costs previously notified and authorised.

  Altiplano will refund the part corresponding to second-stage services that have not yet been provided.

  The calculation will take into account:

  • Active search time actually carried out.
  • Properties analysed or shortlisted.
  • Visits prepared and carried out.
  • Visual reports delivered.
  • Documentary reports started or completed.
  • Purchase, financing, notary or signing arrangements carried out.
  • Authorised external costs.

  Altiplano will provide a breakdown of the calculation together with the settlement.

  Cancellation does not mean the automatic loss of all amounts paid, nor being charged for services that have not yet been provided.

• 7. No response from the client

  If the client does not respond for 30 calendar days, Altiplano will send a notice and may temporarily suspend the file.

  If 60 calendar days pass without a response after those notices, the client will be understood to wish to end the service.

  In that case, the settlement corresponding to the work actually carried out up to that date will apply.

• 8. Cancelling or changing a visit

  Visits may be changed or cancelled at no cost where the client gives at least 24 hours' notice.

  Where cancellation is notified less than 24 hours in advance, or the client does not attend, the visit may be counted as carried out if Altiplano has already undertaken the preparation, the travel or the coordination with third parties.

  It will not be counted where there is a duly notified case of force majeure.

  Non-recoverable external costs will only be passed on if they were previously notified and accepted.

• 9. Cancellation by Altiplano

  If Altiplano cancels the service for reasons not attributable to the client, it will refund the amounts corresponding to services not provided.

  If cancellation occurs due to non-payment, false information, continued lack of cooperation or material breach by the client, Altiplano may charge only:

  • Services already provided.
  • Work started that cannot be reused.
  • Previously authorised external costs.

  Where the breach can be remedied, Altiplano will first allow a period of seven calendar days to remedy it.

• 10. How to communicate a cancellation

  The communication must include:

  • First name and surname.
  • The email address used when contracting.
  • The date of the contract.
  • A statement that you wish to withdraw from or cancel the service.
  • The date of the communication.