Terms and conditions
Draft terms: obtain legal review and complete any missing details before using these as final terms.
English
Service provider
Costa Care Group
Address: Bedrijfsadres, 30001 Alicante, Spanje
NIF: NIF nummer
VAT number: VAT nummer
Email: Care@costacaregroup.nl
1. Scope and agreement
These draft terms apply to Costa Care Group services for homes and holiday properties, including keyholding, property checks, maintenance, cleaning and check-in/check-out. The specific assignment, price, duration and any different arrangements are set out in the quotation, order confirmation or a separate agreement. If there is a conflict, the specific agreed assignment takes precedence.
2. Requests and performance
A request does not mean that the service has started. Costa Care Group confirms the assignment and may, where necessary, first require a site visit or signed agreement. The service is carried out on the agreed date or according to the schedule confirmed with the customer. Times may change due to circumstances beyond Costa Care Group’s reasonable control; the customer will be informed as soon as reasonably possible.
3. Customer cooperation and property access
The customer provides accurate and current property, contact and access information, confirms they are authorised to request the service and ensures agreed access is possible. Relevant safety risks, faults and restrictions must be disclosed in advance. Keys and access devices are used only for the agreed work and in accordance with the arrangements made.
4. Scope of services
Costa Care Group performs only the agreed work. A visual check is not a structural survey, technical certification or guarantee that hidden defects, damage, theft or failures will be prevented or detected. Third-party or additional work is agreed with the customer in advance, except where immediate action is necessary to prevent imminent danger or further damage and contacting the customer in time is not reasonably possible.
5. Prices and payment
The applicable price and any taxes are stated in the order confirmation or Holded invoice. Invoices are issued through Holded and must be paid by the due date shown on the invoice. Unless agreed otherwise in writing, Costa Care Group is not required to activate or perform a paid service before the amount due has been received.
6. Changes, cancellation and termination
Changes or cancellations must be reported as soon as possible and take effect once confirmed by Costa Care Group. Any costs or consequences depend on the assignment, work already performed and demonstrable costs incurred; these draft terms do not set a fixed cancellation fee. A separate agreement governs services with a fixed term or notice period. Mandatory consumer rights remain unaffected.
7. Consumer right of withdrawal
Where a contract is concluded at a distance or away from business premises with a consumer, a statutory right of withdrawal may apply. The statutory period and exceptions apply. If the consumer wants a service to begin during the withdrawal period, a separate express request is obtained where required by law. On withdrawal, a proportionate amount may be due for services already performed at the consumer’s express request, to the extent permitted by law. Full performance ends the right of withdrawal only where the statutory requirements are met.
8. Complaints and liability
Report a complaint as soon as possible through Costa Care Group’s contact details and provide enough information to identify the assignment. Costa Care Group is given a reasonable opportunity to investigate and, where appropriate, remedy the issue. Costa Care Group is liable in accordance with applicable law. Nothing in these terms limits liability or consumer rights where such a limitation is not permitted by law.
9. Force majeure and third parties
Costa Care Group is not responsible for delay or non-performance to the extent directly caused by circumstances beyond its reasonable control. If a third party is needed for an assignment, the customer is informed in advance of work or costs outside the agreed assignment, except for the emergency described in clause 4.
10. Governing law and disputes
Spanish law applies to the extent permitted by law. A consumer retains the protection and competent court that apply mandatorily under the law of the consumer’s country of residence. The parties will first try to resolve a dispute through discussion; this does not limit any statutory right to make a complaint or bring a claim.
11. Annual services and automatic renewal
Only annual contracts may renew automatically, and only with the customer’s express consent in the customer portal. An annual contract then renews for successive one-year terms at the rate in effect on the renewal date, even if higher than the current rate. Reminders are sent at the configured intervals before the end date. The customer may cancel one or more services with a recorded end date in the portal until 23:59:59 on the last contract day in the service timezone. A registered cancellation disables automatic renewal; the service remains active through the end date. The customer and Costa Care receive confirmation. Without timely cancellation, an annual contract with agreed automatic renewal is extended after the last contract day and an invoice for the next year is created. If a renewal or invoice already exists, the customer must contact Costa Care. Non-annual services are not automatically extended by one year. Mandatory consumer rights remain unaffected.
