Terms of service

About these terms

These terms apply when you book a call, buy a service package or buy the Madrid Family Playbook from Ahlan Madrid, operated by Maryleen Nehme, tax ID Y9958358Q, Senda del Ardal 2, 28708, Madrid, Spain.

Our services

Ahlan Madrid is a family concierge. We provide guidance, coordination, translation during meetings and appointments, and practical support for Arabic-speaking families settling in Madrid. Each package includes what is described on the Services and pricing page at the time of purchase.

Families with more than 2 children, or with specific needs, can ask for a tailored quote.

What we don't provide

We do not provide legal, immigration, tax, medical or financial advice. We do not handle visas, legal documentation, the physical move or employment contracts. Final decisions about schools, housing and healthcare remain yours, and admission to any school is decided by the school.

Prices and payment

Prices are shown in euros including VAT. Payment is made online through Stripe by card, Apple Pay or Google Pay. Your booking or purchase is confirmed once payment has been received.

Sessions and scheduling

Sessions can take place online or in person in Madrid. After you purchase a package, we'll contact you within 24 hours to schedule your first session. The intro call is free and doesn't commit you to anything.

If you need to move a session, please let us know at least 24 hours in advance.

Cancellation and refunds

• Service packages: full refund if cancelled 48 hours before the session
• The Madrid Family Playbook: as a digital download, it can't be returned once you have downloaded it. You'll be asked to agree to this at checkout.

To cancel, email ahlan@ahlanmadrid.com with your order number.

The Playbook

The Madrid Family Playbook is for the personal use of the purchasing family and may not be shared, resold or redistributed. It is a practical orientation, not legal or professional advice. Official rules change, so always check the official source before acting.

Responsibility

We work carefully and in good faith, but we can't guarantee outcomes that depend on third parties, such as a school admission, an appointment date or a landlord's decision. Nothing in these terms limits your rights as a consumer under Spanish and EU law.

Governing law

These terms are governed by Spanish law. If there is a dispute, we'll first try to resolve it with you directly.

Contact

Questions about these terms: ahlan@ahlanmadrid.com or +34 660 955 146.