Maintenance service terms

Version 1 · October 2026

1. Who we are

Dartel Solutions is the trade name of Rodion Tulba, self-employed worker, NIE X6932159M, with address at C/ Azahar 3, portal 6, 3.º D, 29730 Rincón de la Victoria (Málaga, Spain). E-mail: info@dartelsolutions.com. Phone and WhatsApp: +34 672 81 57 89. In these terms, "Dartel" or "we" means us, and "you" means the person who signs up.

2. What you are buying

A monthly subscription for the maintenance of the equipment in your home: cameras, recorder, Ajax alarm, network and WiFi, and home automation. There are two plans:

Basic

• 1 full check-up per year at your home: we check that everything works, update whatever needs updating and adjust anything that is badly configured.
• Written report of each check-up.
• Backup of your alarm configuration (zones, devices, users and settings), so it can be restored if something fails.
• WhatsApp support with priority over those who have no plan.
• 5 % discount on the material you buy from us.

Premium

• 2 full check-ups per year at your home, with a written report and a backup of your alarm configuration.
• We reply and give you a solution or an appointment in less than 48 hours, Monday to Friday excluding public holidays.
• 1 call-out for a breakdown per year: we come to your home, with no call-out charge and with the first hour of work included.
• 2 openings of your home to tradespeople per year (section 9).
• 10 % discount on the material you buy from us.

Parts, material and work that are not included in your plan (for example, hours of work beyond those included or call-outs outside the included visits) are not covered by the fee: we give you a quote first, with its price, and only do them if you say yes.

Included services are counted per subscription year, from the day you sign up. We carry out each included check-up before that year ends. If we do not do it for a reason attributable to us, we do it within the following 30 days even if another year has already started. What you do not ask us for in a year (call-out or openings) does not carry over to the next.

3. Extras

They can be added to either of the two plans:

• Monthly home report: one visit per month to check the condition and operation of the home and its installations (that doors and windows close properly and have no breakages, visible damp or leaks, electricity, water and equipment), with photos and a report that we send you. We do not take photos of people.
• Key keeping: we keep a key to your home so we can enter to do the technical work under these terms and the openings you ask us for (section 9).
• Opening to tradespeople: we open your home to whomever you tell us (plumbing, pool, cleaning…) and lock it again when they finish (section 9). Each opening is paid for separately.

4. Prices and payment

All prices include VAT (21 %).

You pay by card on the Stripe payment page, our payment gateway. The fee is charged in advance on the same day of each month as the day you signed up. The set-up fee is charged together with the first fee. Each opening to tradespeople, and its surcharge if any, is charged when you ask us for it. You will receive an invoice for each charge.

There is no minimum commitment period.

5. How to sign up

1. On dartelsolutions.com (also from our shop, shop.dartelsolutions.com) you choose the plan and, if you wish, the extras.
2. You enter your name, e-mail, phone, billing address, tax ID (NIF) (if you want the invoice issued with it) and the address of the home.
3. You tick the box "I have read and accept the maintenance service terms". If you want us to start before 14 days have passed, you also tick the box described in section 12.
4. You review the summary, with the total you are going to pay. You can go back and correct any detail.
5. You pay on Stripe.

The contract is entered into in the language in which you sign up. If there are differences between languages, the Spanish version prevails. We keep a copy of your contract (your details, the date and the version of these terms) and you can ask us for it by e-mail whenever you want. When you pay, you receive by e-mail the confirmation of the contract with these terms.

6. When it starts and when you can use each thing

• WhatsApp support and the discounts work from the moment you pay the first fee.
• Basic: the annual check-up is carried out from the third fee paid.
• Premium: the first check-up is carried out from the second fee paid, and the second one at least 4 months after the first. The breakdown call-out and the included openings can be used from the second fee paid.
• If the installation was not done by Dartel, the set-up visit (section 7) is carried out as soon as we agree on the date and does not count as a check-up included in the plan.

We agree together on the day of each visit, with at least 48 hours' notice, unless we agree on an earlier date (for example, because of a breakdown). If you cannot be there, you can leave us the key (section 9) or change the appointment by giving 24 hours' notice. We work in the province of Málaga and in the Campo de Gibraltar. If your home is outside that area, ask us before signing up.

7. If the installation was not done by Dartel

You can sign up for maintenance even if your equipment was installed by someone else. In that case you pay the set-up fee (120.99 €), which includes an initial full check-up and its written report, in addition to the check-ups of your plan.

During that visit we check whether we can maintain your installation. We will not be able to do so if any of these cases applies:

• the equipment no longer has support or updates from the manufacturer, or there are no spare parts;
• the electrical or network installation has a defect that makes it unsafe to work on;
• you do not give us administrator access to the equipment or its apps;
• the equipment is set up in such a way that maintaining it would require redoing the installation.

If we cannot maintain it, we tell you in writing within 7 days after the visit, with the reason, and the contract ends on that day. We refund all the fees you have paid. The set-up fee is not refunded, because it pays for the check-up and the report we have already done for you. If it can be fixed (for example, by replacing a device), we give you a quote and you decide.

8. What we do not do

• We do not maintain alarms, cameras or any other security equipment connected to an alarm receiving centre or to a control or video surveillance centre, whichever company runs it. Dartel is not a private security company, and the law reserves that maintenance to such companies. If any equipment is connected, we leave it out of the service and maintain the rest. If all of your equipment is connected, we cannot provide you with the service. If they were already connected when you signed up, the contract ends and we refund the fees you have paid and the set-up fee. If you connect them later, the contract ends and we refund the part of the fee you have paid for days after the end of the service.
• We do not watch over your home or respond to alarms. The visits, the monthly report and the key keeping are for checking the condition and operation of the home and its installations, not for protecting it. We never use your key to go there because an alarm goes off, or for anything related to an alarm receiving centre.
• If during a visit we see signs that someone has broken into your home or of an emergency, we notify you immediately and, if we cannot reach you and there is danger, we call 112.
• Maintenance reduces breakdowns, but no system detects 100 % of cases. The service is not a substitute for insurance.

9. Keys and openings to tradespeople

To keep your key or to open to tradespeople, you first sign the authorisation in Annex I, stating the Dartel people who may enter and for what purpose.

• We keep the key in a safe, with a coded label that carries neither your name nor your address.
• We only use it for the technical work under these terms, for the monthly report if you have it, and for the openings you ask us for.
• You request each opening to tradespeople from us in writing (WhatsApp or e-mail), with at least 48 hours' notice, and you tell us who is coming, the day and the time. We do not open to anyone you have not told us about.
• If you ask with less than 48 hours' notice, we do it if we can, with a surcharge of 29.99 € (VAT included), also when it is one of the openings included in Premium. If we cannot, we tell you and refund whatever you have paid for that opening.
• We open at the agreed time and lock up when the tradesperson finishes, with a maximum of 3 hours. If it runs longer, we let you know: either we lock up, or we stay on and it counts as another opening.
• Each time we enter, we send you a message with the entry and exit times, who entered and for what purpose.
• You hire the tradesperson. Their work and whatever they do inside your home are their responsibility, not Dartel's. We are responsible for what we do ourselves, for example, for locking up properly.
• If we lose your key or someone uses it improperly through our fault, we pay for the lock change and for the damages that result.
• If you have not signed up for key keeping, you give us the key for each opening or visit and we return it to you when we finish, at no cost.
• If you cancel the key keeping or the service, we return the key to you by hand or by registered courier within 7 days, or when you ask for it.

10. What we need from you

• That you are present or leave us the key for the visits.
• Administrator access to the equipment and its apps for as long as the service lasts. You can remove it whenever you want, but without access we cannot do the work.
• That you tell us if anyone else works on the installation and if any equipment is connected to an alarm receiving centre or to a control or video surveillance centre.
• That your contact details are up to date.

11. Cancellation

• You can cancel whenever you want from the Stripe customer portal (the link is in every payment e-mail) or by writing to us at info@dartelsolutions.com.
• The cancellation applies at the end of the month you have already paid for. Until that day you continue to have the service. No further fee is charged.
• You can cancel just one extra and keep the plan.

12. Withdrawal (14 days)

If you sign up as a consumer, you can withdraw from the contract within 14 calendar days after the day you sign up, without giving any reason. It is enough to tell us clearly, for example with the form in Annex III, at info@dartelsolutions.com or by WhatsApp. We refund what you have paid within a maximum of 14 days, using the same means of payment.

If you want us to start working within those 14 days, you must ask us by ticking the box "I request that the service start now. I know that, if I withdraw, I will pay for the part already provided, and that I will lose the right of withdrawal once the contract has been fully performed". If you do not tick it, we make no visit until the 14 days have passed. If you tick it and later withdraw, you pay for the part of the service already provided up to the day you notify us:

• the days of the plan fee and of the monthly extras, calculated on their price;
• the set-up visit, if we have already done it (120.99 €), and each opening to tradespeople already carried out (42.34 €, plus 29.99 € if you requested it with less than 48 hours' notice).

If you sign up as a business or professional, you do not have a right of withdrawal, but you can cancel like any other customer (section 11).

13. If a fee is not paid

If a charge fails, Stripe retries it for 2 weeks and notifies you by e-mail each time. Meanwhile we keep giving you service, but we do not make visits. If in the end it is not collected, the subscription is cancelled and we return the key to you as in section 9.

14. Changes to prices or terms

We will only change the price or these terms for these reasons: an increase in our costs, changes in the law, or a manufacturer withdrawing a device, an app or a cloud service that the service uses. We will notify you by e-mail 30 days in advance. If you do not agree, you can cancel before they apply, at no cost.

15. If we end it

We can end the service by notifying you in writing 30 days in advance. We can end it sooner if you seriously breach these terms, for example, if you do not let us in on any visit for 6 months or if what you ask of us is against the law. In both cases we refund the part of the fee you have paid for days after the end of the service, and we return the key.

16. Liability

We are liable for the damages we cause by not complying with this contract or by doing our work badly, as the law requires. We are not liable for:

• breakdowns or failures of the equipment that we have not caused: manufacturing defects are covered by the manufacturer's or the seller's warranty;
• power cuts, internet cuts or outages of manufacturer services (for example, the alarm or camera cloud);
• what the tradespeople or other people whom you open to, or ask us to open to, do in your home.

17. Material

The material you buy from us has its own conditions of sale and the legal guarantee of 3 years from delivery. The plan discount is applied to the shop price or to the quote, while the subscription is active, and cannot be combined with other offers.

18. Personal data

We will process your data to provide the service, collect payment and invoice it, as explained in our Privacy Policy at dartelsolutions.com. When, for maintenance, we access your cameras, their recordings or the users of your alarm, we do so on your behalf and under the conditions of Annex II.

19. Complaints, law and courts

You can send us a complaint or claim through the contact form at dartelsolutions.com, by e-mail to info@dartelsolutions.com, by phone or WhatsApp on +34 672 81 57 89, or by letter to C/ Azahar 3, portal 6, 3.º D, 29730 Rincón de la Victoria (Málaga). We give you a complaint number and an acknowledgement, and we reply within a maximum of 15 days. If you are not satisfied, you can go to the consumer services of the Junta de Andalucía or of your town council.

This contract is governed by Spanish law. If you sign up as a consumer, you can bring a claim before the courts of your place of residence.

---

Annex I. Authorisation for key keeping and access to the home

To be signed before handing us the key.

I, ____________________, with DNI/NIE/passport ____________, owner or authorised person of the home located at ______________________________________, authorise Dartel Solutions (Rodion Tulba, NIE X6932159M):

1. To keep ___ key(s) to the home with the measures in section 9 of the terms.
2. To enter the home for:

☐ the technical work of the maintenance plan; ☐ the monthly home report; ☐ the openings to tradespeople that I request in writing, one by one.

1. Dartel people who may enter: ____________________________. If they change, Dartel will tell me beforehand.
2. Alarm codes: ☐ I give them to Dartel to deactivate it on entering and activate it on leaving; ☐ I deactivate it myself remotely.
3. I can withdraw this authorisation whenever I want, in writing. Dartel will return the key to me within 7 days.

Place and date: ____________________ Signature: ____________________

Annex II. Data processing agreement (Article 28 GDPR)

It applies when, for maintenance, Dartel accesses your cameras and recordings, the users of your alarm or other data of the people in your home. You decide what that data is used for (controller) and Dartel processes it only on your behalf (processor). Dartel:

a) only processes that data for maintenance and following your written instructions; b) does not copy, download or store recordings, except the alarm configuration backup provided for in section 2, and only looks at images when needed to check that a device works; c) requires its staff to keep confidentiality; d) protects the data with appropriate measures: access with its own password and two-step verification when the device allows it, and the configuration backup stored encrypted; e) only uses its e-mail provider as another processor, whom you authorise. If we add another one, we notify you 30 days in advance so that you can object by cancelling. We require each of them by contract to meet the same obligations as in this annex, and we are liable to you for what they do. The apps and clouds of the manufacturers of your equipment (for example, Ajax, Hikvision, Dahua or Reyee) are contracted by you with them: Dartel only enters with the access you give it; f) helps you to respond to people's rights (access, erasure…) and notifies you without delay if it suffers a security breach affecting your data; g) helps you to comply with your obligations on security, breach notification and, where applicable, impact assessment and prior consultation (Articles 32 to 36 GDPR); h) does not transfer the data outside the European Union; i) at the end of the service deletes the configuration backup and no longer has access, unless you ask it to hand it over to you first; j) gives you the information necessary to check that it complies with this annex and allows the audits and inspections carried out by you or by someone authorised by you, on 15 days' notice.

This agreement lasts as long as the service.

Annex III. Withdrawal form

(Complete and return this form only if you wish to withdraw from the contract).

To: Dartel Solutions (Rodion Tulba), C/ Azahar 3, portal 6, 3.º D, 29730 Rincón de la Victoria (Málaga), info@dartelsolutions.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: ______________________

Ordered on (*): ____________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________

(*) Delete as appropriate.