Contents
1. Provider
These terms govern services supplied by Star Alliance Consulting S.L., tax ID B19750199, registered at C/ José Ortega y Gasset 22-24, 28006 Madrid, Madrid, trading as Mémoria (the "Provider"), to individuals acting for purposes outside their trade or profession (the "Client" or "Consumer").
2. Nature of services
The Provider offers administrative assistance, consumer contract optimisation and document organisation, in particular:
- support with and completion of routine administrative procedures (empadronamiento, social security number, health card, Cl@ve, digital certificate, DGT procedures, utility contracts);
- auditing household consumer contracts and implementing the identified changes;
- building and maintaining a document dossier for the home.
Procedures requiring your personal attendance
Certain procedures require, under applicable regulations, the Client's personal attendance and cannot be carried out by a third party, even with a power of attorney: notably the EU citizen registration certificate, the TIE, digital certificate accreditation and bank signature. In these cases the Provider prepares the file, secures the appointment and accompanies the Client, but cannot stand in for them. This limitation is disclosed before any order and cannot give rise to a claim.
3. What the Provider is not
The Provider receives no commission from the energy suppliers, operators, banks or insurers it compares or recommends. Its only remuneration is the fees paid by the Client.
4. Formation of the contract
The website does not allow direct online contracting. Every engagement involves:
- a free, no-obligation preliminary consultation;
- a written quote setting out the service, price, applicable official fees and estimated timeframes;
- the Client's written acceptance (signature, or express agreement by email or message), which forms the contract.
5. Prices, official fees and payment
Prices shown on the site are inclusive of tax (IVA included) and correspond to the Provider's fees.
Official fees and levies (form 790-012, DGT fees, administrative charges) are not included: they are passed on to the Client at cost, with proof of payment.
Unless otherwise stated in the quote: single procedures are payable on order; packs require a deposit on order and the balance on completion; the Savings Audit is invoiced at €99 on order, plus a variable fee of 15% of the annualised savings identified and implemented, capped at €400, payable on delivery and approval of the report; documentary maintenance is invoiced annually.
6. Right of withdrawal
To exercise this right, simply inform us of your decision by an unambiguous statement sent to info@starallianceconsult.com. Refunds are made within 14 days of receiving your request, using the same payment method.
Starting before the deadline
If you want the service to begin before the 14-day period expires (common, as procedures are often urgent), you must expressly request it. In that case you keep your right of withdrawal, but if you exercise it after work has started you must pay an amount proportionate to the service already provided; and if the service has been fully performed at your express request before the deadline, you lose the right of withdrawal (art. 103.a of Royal Legislative Decree 1/2007), as you will be informed at the time of the request.
7. Client obligations
The Client undertakes to provide, in good time, the necessary documents and information (valid identity documents, proof of address, invoices, signed authorisations) and to guarantee their accuracy.
The Client remains the holder of their contracts and responsible for their legal obligations. They attend in person where regulations require it (see section 2).
The Provider cannot be held liable for the consequences of a missing, inaccurate, expired or non-compliant document supplied by the Client.
8. Best-efforts obligation
The Provider is bound by a best-efforts obligation, not an obligation to achieve a result. It does not guarantee: obtaining an administrative appointment within a given timeframe, as slot availability depends solely on the administration; a favourable outcome in a procedure decided by a public authority; a minimum amount of savings in an audit; or the processing times of administrations and suppliers.
9. Cancellation, postponement and refunds
- Cancellation by the Client before any work has begun, outside the withdrawal period: full refund, less any official fees already advanced and non-recoverable.
- Cancellation while work is under way: invoiced pro rata to the work performed.
- Appointment missed by the Client for a procedure requiring personal attendance: fees remain due; a new appointment search may be charged.
- Cancellation by the Provider (unable to perform): full refund of sums paid for the unperformed part.
10. Complaints, governing law and disputes
Complaints may be sent to info@starallianceconsult.com. The Provider undertakes to respond within one month at most.
Official complaint forms (hojas de reclamaciones) are available to consumers, in accordance with Community of Madrid regulations.
These terms are governed by Spanish law. In disputes with a consumer, the competent jurisdiction is that of the consumer's domicile, in accordance with mandatory consumer protection rules.
Under Regulation (EU) 524/2013, consumers may use the European online dispute resolution platform: ec.europa.eu/consumers/odr
Last updated: 19 July 2026