1. Service provider
HouseWatchers.es is the trading name used by Cristina Palacios Goddard, a self-employed professional, ID Z0001773F, with address at C/ Rosselló 284, 2.º 2.ª, 08037 Barcelona, España. Contact: hola@housewatchers.es · +34 611 844 033.
2. Scope of services
HouseWatchers.es provides key holding, authorised property access, preventive/additional visits, technician/provider assistance, property preparation and third-party coordination.
HouseWatchers.es currently operates exclusively within Barcelona city. The property must be located within the municipality of Barcelona.
3. Registration and contracting
A request made through the website, WhatsApp, phone or email does not by itself create a final contract. HouseWatchers.es confirms the service, scope, total price and, where applicable, date/time window.
The customer confirms that they own the property or are sufficiently authorised to contract and provide the keys.
4. Plans and fees
Keys, Essential and Peace of mind plans include the items shown on the website or in the service confirmation.
Where annual discounted billing is offered, duration, renewal and price are provided before contracting.
5. Key holding and authorised persons
Customers must keep the authorised-person list up to date.
HouseWatchers.es may perform reasonable identity checks and pause a handover or access where authorisation is unclear.
6. Property access and provider assistance
Property access means attending with the held keys, opening the property and allowing access. It does not include waiting inside.
Technician/provider assistance includes attending, opening, waiting for the included period, checking completion and closing. Extra waiting time is charged at the applicable rate.
7. Scheduled, urgent and out-of-hours services
Scheduled: requested at least 24 hours in advance.
Urgent/same day: subject to availability. No specific arrival time is guaranteed unless expressly confirmed.
Standard hours: 08:00–20:00. 20:00–23:00: +€25. 23:00–08:00: +€50. Sundays/public holidays: +€25. Where surcharges overlap, only the highest is charged.
8. Not a locksmith or private security service
HouseWatchers.es enters using the spare keys previously left in custody. We do not force doors or manipulate locks.
If a lock is broken or a key does not work, a locksmith will be required and charged separately.
HouseWatchers.es does not provide surveillance, alarm-receiving-centre services or guaranteed alarm response.
9. Third-party providers
Where HouseWatchers.es coordinates a technician, cleaner or other provider, the customer will approve the relevant scope or quote where required.
Unless stated otherwise, the technical/material work is carried out by the third party. HouseWatchers.es remains responsible for its own coordination in accordance with law.
10. Guests and HomeExchange
Customers may authorise family, guests or HomeExchange participants to receive keys or access the property.
Additional key handovers/collections are charged separately and out-of-hours services carry the applicable surcharge.
HouseWatchers.es is not responsible for how authorised guests use the property, without prejudice to liability for HouseWatchers.es’s own acts.
11. Prices, taxes and payment
Before the customer is bound, the total price including applicable taxes and surcharges will be confirmed.
Purchases, repairs, locksmiths, materials and third-party services are not included unless expressly stated.
Where a quote is required, the customer must approve it before work starts, except for authorised urgent action within an agreed spending limit.
The published welcome-grocery rate applies when it is coordinated with a scheduled visit. If a dedicated trip is required, HouseWatchers.es will confirm a higher rate before carrying out the service.
12. Cancellations and changes
Any cancellation charge will be disclosed before a booking is confirmed. No undisclosed cancellation fee will apply.
HouseWatchers.es may propose schedule changes for operational, safety or force-majeure reasons.
13. Consumer withdrawal rights
Consumers entering into a distance contract generally have 14 calendar days to withdraw, subject to statutory exceptions.
If a consumer expressly asks for a service to begin during that period, a proportionate amount may be payable for the part already supplied. If the service has been fully performed with the required express request and acknowledgement, the statutory exception may apply.
To withdraw, write to hola@housewatchers.es with your name, service and an unequivocal statement that you wish to withdraw.
14. Incidents and liability
HouseWatchers.es will report incidents detected and act within the authorised scope. Spending beyond prior authority requires confirmation except where immediate reasonable action is needed to limit clear damage.
Nothing in these terms excludes liability that cannot lawfully be excluded.
15. Complaints
Complaints may be sent to hola@housewatchers.es or the stated address. HouseWatchers.es will aim to respond within the legally applicable period and, in Catalonia, within one month where required.
Official Catalan consumer complaint forms/mechanisms will be made available where applicable.
16. Law and jurisdiction
Spanish law applies, including mandatory consumer protection and jurisdiction rules.
Translations are provided to aid understanding. In case of discrepancy, the Spanish version will be used as a reference without prejudice to mandatory consumer rights.