Terms and Conditions – Return and Cancelation Policy
1. INTRODUCTION
These Terms and Conditions govern access to and use of the SecureShop Marketplace website, shop.secureshop.com.es, and the purchase and provision of services offered through the platform.
Secure Shop Marketplace SL, with registered office at Paseo del Borne 15, 7E-F, 07012 Palma de Mallorca, Spain, operates the SecureShop Marketplace platform as a third-party verification and service coordination company for IT and technology service providers.
Our mission is to facilitate the provision of technology-related services and to help ensure customer satisfaction in relation to services provided through our registered vendors and service partners.
By accessing or using this website, placing an order, or purchasing a service through the platform, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
If you do not agree with these Terms and Conditions, you should not use the website or purchase services through the platform.
2. SERVICES PROVIDED THROUGH SECURESHOP MARKETPLACE
SecureShop Marketplace provides access to technology, IT support, troubleshooting, installation, configuration, digital assistance, and related services through registered vendors and service providers.
Depending on the service purchased, services may be delivered through one or more of the following methods:
- Telephone or remote technical support.
- Online support and remote assistance.
- Email or chat-based assistance.
- Remote system diagnosis and troubleshooting.
- Software installation or configuration.
- Other technology-related services specifically described at the time of purchase.
The specific service purchased, its scope, price, duration, and any applicable service limitations will be communicated to the customer before or during the purchase process.
Services may be provided by Secure Shop Marketplace or by registered vendors and service partners operating through the platform.
3. SERVICE DELIVERY
Where remote technical assistance is available, customers may be offered different methods of receiving support.
Telephone Support: Customers may communicate directly with the assigned technical support personnel using the telephone contact details or support channels provided for the relevant service.
Online or Remote Support: Where available, customers may use the online connection tools provided by the relevant vendor or service provider. This may include selecting a “Connect” option or equivalent functionality and granting the technician temporary remote access to the customer’s device for the purpose of diagnosing and resolving the reported issue.
The method of service delivery will depend on the nature of the service purchased and the circumstances of the particular support request.
4. USER RESPONSIBILITIES
To allow the service to be provided effectively, the customer agrees to cooperate reasonably with Secure Shop Marketplace and its registered vendors.
4.1 Cooperation with Technicians
The customer may be required to:
- Provide information reasonably necessary to confirm their identity and eligibility for the service.
- Provide relevant information concerning the device, software, system configuration, symptoms, error messages, or circumstances surrounding the issue.
- Follow reasonable instructions provided by the technician during diagnosis or troubleshooting.
- Provide access to the relevant device, software, or system where this is necessary to perform the purchased service.
- Where necessary, download or execute software or technical tools after reviewing and accepting any applicable software licence or end-user licence agreement.
The customer remains responsible for reviewing and accepting any third-party software licence terms before installing or executing such software.
5. BACKUP OF DATA AND SOFTWARE
The customer is solely responsible for maintaining appropriate backups of their files, documents, photographs, data, software, configurations, and other information stored on their devices or storage media before any technical service is performed.
To the extent permitted by applicable law, Secure Shop Marketplace and its registered vendors shall not be responsible for loss, corruption, alteration, or deletion of customer data, software, or other information arising during or in connection with the provision of technical support.
Customers are therefore strongly advised to create and verify a current backup before allowing remote access, installing software, modifying system configurations, or undertaking any other technical procedure.
Data backup services, where offered, constitute separate services and may be subject to additional terms and conditions.
Secure Shop Marketplace does not provide support for the installation or use of unlicensed software. Customers are responsible for ensuring that software used in connection with the service is properly licensed.
6. CUSTOMER SYSTEM AND ACCESS REQUIREMENTS
The customer acknowledges that effective technical assistance may require access to the relevant device, software, network, or other systems involved in the reported issue.
Where applicable, the customer agrees that:
- The reported issue should be reasonably reproducible on the relevant system.
- The customer will provide accurate information regarding the hardware, software, configuration, and circumstances relevant to the issue.
- The relevant system and software will be reasonably available and accessible during scheduled or active support sessions.
- The customer will maintain any required internet connection, power supply, passwords, licences, or other resources necessary to enable the service.
Secure Shop Marketplace cannot guarantee the resolution of an issue where the necessary equipment, software, information, access, or cooperation is unavailable.
7. PAYMENTS AND PRICES
Services offered through the SecureShop Marketplace platform are subject to the price displayed at the time of purchase, unless otherwise expressly agreed in writing.
Prices may vary depending on the service, vendor, scope of work, duration, or other applicable conditions. The applicable price will be shown to the customer before the order is completed.
By completing an order, the customer agrees to pay the applicable service fee using one of the payment methods made available through the website.
Customers are responsible for providing accurate payment information and for maintaining the confidentiality of their payment credentials.
8. REFUND AND CANCELLATION POLICY
Secure Shop Marketplace is committed to customer satisfaction and stands behind the services transacted through its platform.
Subject to the conditions set out below and applicable mandatory consumer protection legislation, Secure Shop Marketplace provides a 100% money-back guarantee on the amount paid for the relevant service where the customer is not satisfied with the service provided.
If, within 30 days from the date of purchase, the customer considers that the purchased service has not satisfactorily addressed the relevant request or that they are otherwise entitled to a refund, the customer may contact Secure Shop Marketplace using the contact details published on the website.
Refund or cancellation requests will be reviewed and, where applicable, forwarded to the relevant vendor or service provider for processing.
Once a refund has been approved and processed, the funds will normally be returned to the original payment method within approximately 5–10 business days, although the actual time may depend on the payment provider or financial institution.
The refund policy applies exclusively to the amount actually charged to the customer for the relevant SecureShop Marketplace order.
Unless otherwise required by applicable law, Secure Shop Marketplace shall not be responsible for additional costs, bank charges, currency conversion charges, third-party fees, or other expenses incurred by the customer as a result of a refund or cancellation.
9. CANCELLATION OF SERVICES
Customers may request cancellation of a service by contacting Secure Shop Marketplace through the contact details published on the website.
Where a service has not yet been provided, the cancellation request will be reviewed in accordance with the applicable service conditions and mandatory consumer rights.
Where service provision has already commenced, cancellation and refund eligibility may depend on the nature and status of the service and on applicable law.
Nothing in this policy is intended to limit or exclude any mandatory cancellation, withdrawal, refund, or consumer protection rights that cannot legally be excluded.
10. SERVICE GUARANTEE AND LIMITATIONS
Secure Shop Marketplace and its registered vendors will use commercially reasonable efforts to diagnose and address the technical issue or provide the service purchased by the customer.
Depending on the service purchased, this may include diagnosing a technical issue, troubleshooting a system, providing configuration assistance, installing or configuring supported software, or providing another service described on the platform.
The provision of technical assistance does not guarantee that every technical issue can be resolved. Certain issues may depend on third-party software, hardware failures, internet service providers, manufacturer restrictions, compatibility limitations, unsupported configurations, malware, data corruption, or other circumstances outside the reasonable control of the service provider.
Services are provided subject to any specific conditions, limitations, or warranties applicable to the individual service or vendor.
11. THIRD-PARTY VENDORS
Certain services available through SecureShop Marketplace may be delivered by registered vendors or service partners.
Secure Shop Marketplace may coordinate, verify, facilitate, or process transactions relating to such services. The identity of the relevant service provider and any specific service conditions will be made available where applicable.
Where a service is subject to a vendor’s standard limited warranty or additional service terms, those terms may also apply to the service purchased.
The customer agrees to comply with reasonable requirements established by the relevant vendor for the provision of the purchased service.
12. PROHIBITED USE
Customers shall not use the website or services for unlawful, fraudulent, abusive, malicious, or unauthorized purposes.
Customers shall not attempt to interfere with the operation of the website, gain unauthorized access to systems, misuse technical support services, or use services to facilitate unlawful activity.
Secure Shop Marketplace reserves the right to suspend or refuse service where there are reasonable grounds to believe that the website or services are being misused or that these Terms and Conditions have been breached.
13. INTELLECTUAL PROPERTY
All content available through the SecureShop Marketplace website, including text, graphics, logos, designs, software, trademarks, images, and other materials, is protected by applicable intellectual and industrial property legislation.
Unless expressly authorized, customers may not reproduce, distribute, modify, publish, extract, commercially exploit, or otherwise use website content beyond what is reasonably necessary to use the services provided.
14. LIMITATION OF LIABILITY
Secure Shop Marketplace will provide its services using commercially reasonable care and skill and in accordance with applicable law.
To the maximum extent permitted by applicable law, Secure Shop Marketplace shall not be liable for losses arising from circumstances outside its reasonable control, including failures of telecommunications networks, internet connections, third-party systems, hardware failures, manufacturer restrictions, third-party software failures, or circumstances caused by the customer’s failure to follow reasonable instructions.
Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including mandatory consumer protection rights.
15. MODIFICATION OF SERVICES AND TERMS
Secure Shop Marketplace reserves the right to modify its services, products, prices, programs, website content, and these Terms and Conditions when reasonably necessary to reflect changes in its business, technology, services, or applicable legislation.
The version of these Terms and Conditions published on the website at the time of purchase will apply to that purchase, unless otherwise required by applicable law.
16. PRIVACY AND DATA PROTECTION
Personal data collected through the website or in connection with the provision of services will be processed in accordance with the SecureShop Marketplace Privacy Policy and applicable data protection legislation.
Customers should review the Privacy Policy for information concerning the collection, use, storage, and protection of personal data.
17. APPLICABLE LAW AND JURISDICTION
These Terms and Conditions shall be governed by and interpreted in accordance with Spanish law, subject to any mandatory consumer protection provisions applicable to the customer.
Where legally permitted, disputes arising from the use of the website or purchase of services shall be submitted to the courts and tribunals having jurisdiction under applicable Spanish legislation.
Where mandatory consumer protection legislation provides for a different jurisdiction or alternative dispute-resolution mechanism, those mandatory provisions shall apply.
18. CONTACT
For questions regarding these Terms and Conditions, refunds, cancellations, or services purchased through SecureShop Marketplace, customers may contact us through the website’s contact form or by email:
Secure Shop Marketplace SL
Paseo del Borne 15, 7E-F
07012 Palma de Mallorca
Spain
Email: info@secureshop.com.es
Telephone: +34 871 590 164
International: +44 1202 864760