Terms and conditions

1. Scope and acceptance

By using the website, the user accepts the provisions that concern website use. Submitting the review form requests an initial assessment and contact; it does not by itself conclude a paid service agreement, a loan agreement.

2. Service process

• Initial review of the information voluntarily supplied by the user.
• Contact to clarify needs and request supporting information where appropriate.
• Identification and comparison of potentially suitable financing options.
• Presentation of a case to selected lenders only after the relevant service is contracted and the user instructs HARBOR ONE to proceed, in accordance with the Privacy Policy.
• Preparation, presentation and negotiation of the mortgage application, with objective explanations of the offers received; the borrower makes the decision.

3. Intermediation without mortgage advice

HARBOR ONE currently provides mortgage-credit intermediation, not mortgage-advice services within Article 19 of Law 5/2019. The service does not include a personalised recommendation to take out a particular loan.

We prepare the application, approach lenders, negotiate and explain objective differences between offers. You choose whether to accept a loan. The registered activities do not mean that every registered service is offered under the current agreement.

The search is limited to lenders considered viable for your case and may involve a single lender. It is not a whole-market comparison or a guarantee of the best loan available in Spain.

4. Fees and commissions

A fee is payable by the user only where a written proposal or agreement expressly states the amount or calculation method, applicable taxes, payment trigger and included services. The intermediary may also receive remuneration from a lender or third party, which will be disclosed as required by law.

Where both forms of remuneration apply, the borrower fee is not automatically reduced by the lender commission. No hidden or unspecified charge arises from submitting the initial form.

The written agreement identifies the agreed payment model: borrower-paid, lender/third-party-paid, or both. In the lender/third-party-paid model, the borrower pays €0 even if that party does not pay. In the combined model, both sources of remuneration must be expressly agreed; there is no automatic offset.

Where borrower fees are agreed, the contract specifies any advance and the balance. Under the current intermediation agreement, the balance is due within three calendar days of documented availability of a binding FEIN (European Standardised Information Sheet) meeting the parameters agreed in Annex I, subject to the contractual safeguards. Payment is not necessarily deferred until the mortgage deed is signed.

If the agreed result is not obtained, refunds and any justified deductions are governed by the signed agreement, including its conditions, exceptions and required evidence. There is no unconditional promise to refund all amounts whenever a mortgage is not signed. The free preliminary review is not retrospectively charged.

5. User responsibilities

• Provide complete, accurate and current information.
• Supply verifiable documents requested for the assessment within a reasonable timeframe.
• Notify material changes that could affect the application.
• Review lender and service documents before accepting them.
• Do not upload unnecessary special-category data, credentials or unrelated confidential information.

6. Lender responsibility and no guarantee

Each lender independently evaluates creditworthiness, property, documentation and regulatory requirements and decides whether to make, change or withdraw an offer. HARBOR ONE is not the lender and does not guarantee approval, timing, interest rates or final conditions.

This does not exclude HARBOR ONE’s duties under the intermediation agreement, liability for its own breach, contractual refund obligations or mandatory consumer rights.

7. Electronic communications and durable documents

The user agrees that ordinary communications may take place through the selected contact channel. Documents that law or contract requires on a durable medium will be made available in a form that can be stored and reproduced. Users should retain copies of information and agreements provided to them.

8. Cancellation and mandatory consumer rights

The current intermediation agreement gives consumers a 14-calendar-day withdrawal period, with the starting point and procedure specified in that agreement and the applicable law. Starting work during that period requires a separate express request. Availability of an FEIN alone does not extinguish the withdrawal right. Any payment for work already performed must meet the contractual and statutory conditions. Send notices to hola@harborone.es.

9. Personal data

Personal data is processed as described in the Privacy Policy. The user should also read the Pre-borrower Information before requesting intermediation.

10. Complaints

Complaints can be submitted free of charge under the published Complaints procedure. A decision will be issued in less than one month, after which the complainant may contact the Banco de España Complaints Service where the applicable requirements are met.

11. Changes and governing law

The current version is published with its date. Material changes do not retroactively alter an already concluded service agreement unless lawfully agreed. Spanish law applies, without prejudice to mandatory consumer protections and jurisdiction.