Terms of service

FlamAid, S.L.

Last updated: 9 November 2026

This English version is a translation. In the event of any discrepancy, the Spanish version shall prevail.

These Terms and Conditions (the "Terms") govern the use of the website flamaid.com and the FlamAid mobile application, and the purchase of the products and services offered by FlamAid, S.L. This version replaces and supersedes any previous version.

1. Identification of the owner

The owner of the website flamaid.com (the "Website") and of the FlamAid mobile application (the "App") is:

FlamAid, S.L. ("FlamAid", "we").
NIF: B-13.970.652.
Registered office: Calle Bruc 13, 1º 2ª, 08010 Barcelona, Spain.
Registration details: Barcelona Commercial Registry, volume 48,848, folio 21, sheet B-598419.
Contact email: hola@flamaid.com.

2. Subject matter and acceptance

These Terms govern: (i) the use of the Website and the App; (ii) the purchase of the products marketed by FlamAid through the Website, in particular the FlamAid Pro device, covers, accessories and any other product offered from time to time (the "Products"); (iii) the complementary services provided through the App; and (iv) the taking out of the App's subscription plans, including those that incorporate the alarm receiving centre connection service (the "ARC Service").

By browsing the Website, creating an account, downloading or using the App or making a purchase, the user declares that they have read, understood and accepted these Terms, and that they have been informed of the Privacy Policy and the Cookie Policy. If you do not accept these Terms, do not use the Website, the App or the purchasing service.

3. Legal capacity and minimum age

The purchase of Products through the Website is intended for persons of legal age (18 years or older) with the legal capacity to enter into contracts.

Persons over the age of 14 may use the App on their own. Minors under the age of 14 may only use it with the consent of their parent or legal guardian, which is given through the App's parental controls, in accordance with Article 7 of Spanish Organic Law 3/2018 of 5 December on the Protection of Personal Data and Guarantee of Digital Rights ("LOPDGDD"). The parent or legal guardian shall be responsible for the minor's use of the App.

The ARC Service is not provided to minors under the age of 14. Where the subscriber to the ARC Service is under 18 years of age, the contract is signed on their behalf by their parent or legal guardian.

FlamAid may cancel orders or suspend accounts where it detects a lack of legal capacity, signs of fraud or misuse of the Website or the App.

4. Description of the Product and the App

4.1. The Product

FlamAid Pro is a manually activated personal alarm device with a sound of up to 110 dB under the manufacturer's test conditions, Bluetooth Low Energy (BLE) connectivity and integration with the App for iOS and Android. The physical device does not have built-in GPS.

The technical specifications, dimensions, weight, battery life, materials, accessories and country of origin of the Product are set out in the technical data sheet available on the Website and in the documentation included in the box.

4.2. The App

The App is a mobile application managed by FlamAid that can be used with the Product or independently. The App is free to download and its basic features are free of charge. FlamAid also offers paid subscription plans, taken out on a voluntary basis, which extend the available features in accordance with clause 6 bis. Its main features include: (i) Bluetooth pairing with the Product; (ii) sending alerts to the emergency contact circle configured by the user when the Product is activated or from the App itself; (iii) sharing the mobile phone's location with that circle during an alert event; (iv) in the plans that include it and where the user authorises it, recording audio and video from the mobile phone when an alert is activated, for evidential purposes; and (v) where the user authorises it and there are other FlamAid users nearby, notifying those nearby users during an alert event ("community alert").

Use of the App requires the user to grant certain permissions in the phone's operating system (location, microphone, camera, contacts, notifications, Bluetooth). The scope and purpose of each permission are set out in the Privacy Policy. Some permissions are necessary for the essential functioning of the App.

5. Important notices on the use of the Product and the App

The Product and the App are a tool to support personal safety. They do not constitute, nor do they replace, a public emergency service.

In particular, the user expressly acknowledges that:

  • The Product and the App do not guarantee the prevention of crimes, injuries, accidents or damage of any kind.
  • The Product and the App do not replace, and are not equivalent to, calling 112 directly or the corresponding emergency service in each territory.
  • FlamAid does not guarantee an effective response from the contacts configured by the user, from other nearby FlamAid users, from police forces, from medical services or from any other third party to an alert that has been issued.
  • Operation depends on factors beyond FlamAid's control: the battery level of the Product and of the mobile phone; correct configuration by the user; the permissions granted in the operating system; the technical compatibility of the mobile phone; mobile network coverage and data connectivity; GPS coverage; Bluetooth connectivity; the availability of the third-party services used by the App; and environmental conditions.
  • Any reference to "safety", "protection", "GPS", "alert" or "emergency" in marketing material must be understood as support or a complement, not as a guarantee of a result.
  • In a real emergency, the user must always call 112 or the corresponding emergency service, and not rely solely on the use of the Product or the App.

Users with a plan that includes the ARC Service

For those who have taken out a plan that includes the ARC Service, activating the Product or the App does not entail the automatic notification or the guaranteed attendance of the law enforcement authorities. The signal is transmitted to an alarm receiving centre that applies a verification procedure, and only alarms verified in accordance with private security regulations are reported to the competent law enforcement authorities. The decision to intervene, as well as the means and timing of any intervention, rests exclusively with them.

The ARC Service is provided by a private security company authorised in each country (in Spain, Grupo Control Empresa de Seguridad, S.A.U.; in Portugal, Grupo 8 – Vigilância e Prevenção Electrónica, S.A.) and is governed by the specific contract that the user accepts in the App. In the event of any discrepancy between that contract and these Terms, the former shall prevail in all matters relating to the ARC Service. FlamAid is not a private security company and does not carry out any activity reserved by Spanish Private Security Law 5/2014 of 4 April or by Portuguese Law No. 34/2013 of 16 May.

6. Prices, taxes and promotions

Prices are shown in euros (€) and include the applicable VAT in accordance with Spanish and European legislation, unless expressly stated otherwise. Shipping costs, where applicable, will be indicated separately before the order is confirmed.

For shipments outside the European Union, the buyer may be responsible for taxes, import duties, customs charges or other additional levies applicable in the country of destination, which are not included in the price.

FlamAid may change prices, promotions, bundles and availability at any time. The price applicable to an order will be the one shown when the purchase is confirmed, except in the case of an obvious typographical error or a reasonably verifiable technical failure, in which case FlamAid may cancel the order and refund any amount charged.

Promotions, discounts, coupons, payment facilities or financing will be subject to their validity period, stock availability, the issuing bank, the payment gateway, a minimum amount and any other terms communicated before the order is confirmed.

6 bis. App subscription plans

FlamAid offers paid subscription plans that extend the features of the App. Taking them out is voluntary and is not a condition for using the free features or the Product.

The rates, the billing frequency (monthly or annual), the number of persons covered, the applicable taxes and the means of payment are those shown to the user during the subscription process, in the App or on the Website, and are confirmed to the user on a durable medium after subscribing.

The subscription renews automatically for successive periods until the user cancels it. If the subscription was taken out through the App Store or Google Play, it is cancelled from the subscription settings of the relevant store, and charges and refunds are processed through that store in accordance with its terms; in all other cases, it is cancelled from the App or by writing to hola@flamaid.com. Cancellation will take effect at the end of the period already billed, unless applicable law provides otherwise. Non-payment will result in the suspension of the features included in the plan, without prejudice to the claim for the amounts owed.

FlamAid may change the price of the plans. The change will be communicated to the user at least thirty (30) days before the renewal to which it is to apply; if the user does not agree, they may cancel the subscription before that date at no cost. Where the subscription was taken out through the App Store or Google Play, price changes will also apply in accordance with the procedures of those stores.

As this is a contract for services concluded at a distance, the user has fourteen (14) calendar days to withdraw from it. If the user expressly requests that the provision of the service begin during that period and subsequently withdraws, they will pay the proportionate part of the service actually provided up to the time they communicate their withdrawal, in accordance with Article 108(3) of the TRLGDCU. Withdrawal in respect of physical Products is governed by clause 10.

The Premium and Platinum plans include the ARC Service, which is governed by its own contract, accepted separately in the App.

7. Order and formation of the contract

The user places the order by following the procedure shown on the Website: selection of the Product, basket, identification or account creation, shipping address, payment method and confirmation.

Before final confirmation, the user may review all the details of the order and, where appropriate, correct them. Acceptance of these Terms is a precondition for completing the order.

The contract will be deemed concluded when FlamAid sends the user an order confirmation email. FlamAid reserves the right not to accept orders where there is a pricing error, lack of stock, signs of fraud, incorrect details or any other reasonable cause, in which case it will refund any amount charged.

8. Payment methods and security

FlamAid accepts the payment methods enabled at the Website's checkout, which may include Visa, Mastercard and American Express cards, PayPal and other payment providers. Payment approval depends on the issuing bank or the relevant payment provider.

FlamAid does not store the full payment card number or the CVV. Payment details are processed directly by the payment providers, subject to their own terms and policies.

In the event of fraud alerts, chargebacks, declined payments or inconsistencies, FlamAid may pause, cancel or request additional validation of the order, while respecting the consumer's rights.

9. Shipping, delivery and transport risk

The delivery times indicated on the Website are estimates and may vary depending on the destination, the season, payment validation, stock availability, logistical incidents or causes beyond FlamAid's control.

The user must provide a complete and correct shipping address and valid contact details. If delivery cannot be made because of incorrect details or the absence of the recipient, additional costs may arise, which will be communicated before they are applied.

In accordance with Article 66 ter of Royal Legislative Decree 1/2007 of 16 November approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws ("TRLGDCU"), the risk of loss of or damage to the Products shall pass to the consumer when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the Product. Where the consumer entrusts the transport to a carrier other than the one proposed by FlamAid, the risk shall pass to the consumer upon delivery of the Product to the carrier.

If the parcel is delivered visibly damaged, opened or incomplete, the user must notify FlamAid at hola@flamaid.com, preferably within 48 hours of delivery, attaching photographs. This operational time limit does not limit the consumer's legal rights.

10. Right of withdrawal

If the buyer acts as a consumer or user within the meaning of the TRLGDCU, they have a legal right of withdrawal without having to give any reason, in accordance with the following text:

Information on the exercise of the right of withdrawal

You have the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire after 14 calendar days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement addressed to FlamAid, S.L., Calle Bruc 13, 1º 2ª, 08010 Barcelona, or sent by email to hola@flamaid.com. You may use the model withdrawal form set out in Annex I at the end of these Terms, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over directly to us at FlamAid, S.L., Calle Bruc 13, 1º 2ª, 08010 Barcelona, without undue delay and in any event not later than 14 calendar days from the day on which you communicate your decision to withdraw from the contract to us. The deadline is met if you send back the goods before that period has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

11. Legal guarantee and after-sales service

In accordance with the TRLGDCU, as amended by Royal Decree-Law 7/2021 of 27 April, the Products have a legal guarantee of three (3) years against lack of conformity, counted from delivery of the Product. During this period, FlamAid is liable for any lack of conformity existing at the time of delivery that becomes apparent within that period.

In the event of a lack of conformity, the consumer may choose between repair or replacement of the Product, unless one of these two options is impossible or, compared with the other, would impose disproportionate costs on FlamAid. If repair or replacement is not possible or satisfactory, the consumer may opt for a price reduction or for termination of the contract, under the terms provided for in the applicable legislation.

Repair or replacement shall be free of charge for the consumer and shall include the necessary costs (in particular shipping, labour and materials) that may be incurred in remedying the lack of conformity.

The guarantee excludes any lack of conformity or damage resulting from negligent or improper use, tampering, opening of the device, repair by unauthorised personnel, exposure to liquids, knocks, drops, extreme heat or use outside the specifications of the Product manual, as well as normal wear and tear from use.

To make a claim under the guarantee, the consumer must contact FlamAid at hola@flamaid.com, providing: the order number or proof of purchase, the serial number of the Product, a detailed description of the defect and, where possible, photographs or other evidence.

If the Product was purchased through an authorised distributor or point of sale, the legal guarantee is handled with the seller and is governed by the legislation applicable in the place of purchase. In that case, the consumer may also contact FlamAid at hola@flamaid.com for technical support on the Product or the App.

12. Voluntary commercial return

Independently of the legal right of withdrawal described in clause 10 and of the legal guarantee described in clause 11, FlamAid may from time to time offer additional voluntary commercial returns (for example, "30-day returns"). The specific conditions of these voluntary returns will be communicated on the Website and are additional to, and separable from, the consumer's legal rights, without replacing or limiting them.

13. Refunds

Any refund will be made using the same means of payment used in the original transaction, unless this is technically impossible. The user will not incur any additional cost as a result of the refund. The refund may take some time to appear in the account, depending on the issuing bank or the applicable payment gateway.

14. Licence to use the App

Subject to compliance with these Terms, FlamAid grants the user a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence to download and install the App on mobile devices that the user lawfully owns or controls and to use it solely for personal and non-commercial purposes, in accordance with its intended purpose.

The user may not: (i) copy, modify, translate, adapt or create derivative works of the App; (ii) decompile, reverse engineer or attempt to derive the source code, except to the extent expressly permitted by applicable law; (iii) remove or alter intellectual property notices; (iv) sublicense, rent, lend or assign the App to third parties; (v) use the App to create a competing product or service; (vi) circumvent or attempt to circumvent the App's security measures or technical limitations.

FlamAid may update or modify the App and its features for security, technical or legal reasons or to improve the service. Where a modification has a significant adverse effect on a feature included in a paid plan, FlamAid will give reasonable advance notice of it on a durable medium, and the user may cancel the plan and obtain a refund of the proportionate part of the unused period.

Specific terms of the Apple App Store and Google Play

If the user downloads the App from the Apple App Store or Google Play, the terms of the relevant app distributor will apply in addition to these Terms. The app distributor is not responsible for technical support, maintenance or the resolution of claims relating to the App, which are the responsibility of FlamAid.

15. Responsible use of the App and the Product

The user undertakes to use the Product and the App responsibly and in accordance with their purpose. In particular, the following are expressly prohibited:

  • Activating emergency alerts or requesting help with malicious or fraudulent intent or without a genuine need.
  • Setting up as contacts in the emergency circle persons who have not given their consent or who are not able to receive and respond to an alert.
  • Using the App in a way that infringes the rights of third parties, especially rights to privacy, to one's own image or to the protection of personal data.
  • Using the App or the Product to harass, stalk, geolocate or monitor third parties without their informed consent.
  • Using the App in a way that interferes with public emergency services, overloads helplines or causes unjustified public alarm.

FlamAid may suspend or cancel the user's access to the App, without refund, in the event of serious or repeated misuse.

16. Processing of personal data

The processing of the user's personal data in connection with the Website and the App is governed by the Privacy Policy published at flamaid.com, which forms an integral part of these Terms. The App processes particularly sensitive data of the user for its essential purpose (including, among others, location, audio, video and the data of the contacts in the emergency circle). The user must review the Privacy Policy before accepting the Terms.

17. Intellectual and industrial property

All intellectual and industrial property rights in the Website, the App, the Products, the trade marks, the logos, the texts, the images, the videos, the design, the code and any other element are owned by FlamAid or, where applicable, by the corresponding third-party licensors, and are protected by applicable Spanish and international legislation.

Access to the Website and the App does not grant the user any right over the content beyond the personal and non-commercial use expressly permitted. The reproduction, transformation, distribution, public communication, making available or commercial exploitation of any content without the express written authorisation of FlamAid is prohibited.

18. User-generated content

To the extent that the user sends FlamAid comments, suggestions, opinions, photographs, videos or other content (the "User Content"), the user warrants that they hold the necessary rights to such User Content and grants FlamAid a worldwide, free-of-charge, non-exclusive, sublicensable licence, for the entire term of legal protection of the rights, to use it in the context of FlamAid's activities (including the promotion of the Product and the App). The user may revoke this licence in respect of identifiable User Content via the address hola@flamaid.com.

19. Commercial communications

FlamAid may send the user commercial communications by email, SMS, WhatsApp or other means only where the user has given express, prior, free and separate consent to this, except in the cases exempted by law (a prior contractual relationship involving similar products or services). The user may withdraw that consent at any time, easily and free of charge, through the unsubscribe mechanism included in each communication or by writing to hola@flamaid.com.

Transactional communications necessary for the performance of the contract (order confirmation, shipping, guarantee, invoice, account security, security notices relating to the App) are not considered commercial communications and may be sent to the user without requiring separate consent.

20. Suspension and termination

FlamAid may suspend, restrict or terminate the user's access to the Website and/or the App in the event of serious or repeated breach of these Terms, fraudulent or unlawful use, or where required by a competent authority. Termination will not deprive the consumer of the rights arising under the TRLGDCU or other mandatory legislation.

The user may stop using the App at any time by uninstalling it and, where applicable, requesting the deletion of their account via hola@flamaid.com.

21. Liability

FlamAid shall be liable to the consumer under the terms provided for in consumer and user protection legislation and, in particular, in the TRLGDCU. Nothing in these Terms limits or excludes FlamAid's liability for wilful misconduct, gross negligence, personal injury caused by defects in the Product under the rules on liability for defective products, or any other liability that cannot be limited or excluded by law.

Without prejudice to the foregoing and to the maximum extent permitted by law, FlamAid shall not be liable for: (i) indirect damage, loss of profit or loss of opportunity that was not foreseeable at the time the contract was entered into; (ii) failures arising from negligent or improper use of the Product or the App; (iii) lack of battery charge, lack of permissions in the operating system, lack of mobile coverage, unavailability of third-party services (including providers of maps, cloud storage and push notifications), or any other circumstance beyond FlamAid's reasonable control; (iv) the lack of response from the contacts in the emergency circle configured by the user, from other nearby FlamAid users or from public emergency services.

22. Changes to the Terms

FlamAid may modify these Terms at any time, in particular to adapt them to changes in legislation or in the functionality of the Website or the App. Substantial changes will be communicated to registered users via the email address provided and will be published on the Website with sufficient advance notice. The current version, identified by its date of update, will always be available at flamaid.com.

Changes will not affect orders already confirmed, which will be governed by the Terms in force at the time of their confirmation, unless the new Terms are more favourable to the consumer or are required by law.

23. Out-of-court dispute resolution

The consumer may refer the matter to the relevant Consumer Arbitration Board (Junta Arbitral de Consumo) or to any other alternative dispute resolution entity authorised under the applicable legislation.

24. Applicable law and jurisdiction

These Terms are governed by Spanish law. Where the user acts as a consumer and resides in another Member State of the European Union, this choice does not deprive them of the protection afforded to them by the mandatory provisions of the law of their country of residence.

Where the user acts as a consumer or user, disputes arising from the interpretation or performance of the contract shall be heard by the courts of the place of their domicile or, at their choice, of FlamAid's domicile, in accordance with the mandatory rules on jurisdiction and, in particular, Article 90(2) of the TRLGDCU.

Where the user does not act as a consumer, the Parties expressly submit to the jurisdiction of the courts of Barcelona (Spain), waiving any other jurisdiction to which they may be entitled.

25. General provisions

If any provision of these Terms is declared null and void or ineffective by a competent authority, such nullity or ineffectiveness shall affect only the specific provision concerned and not the remaining provisions, which shall remain fully valid and effective. The affected provision shall be replaced by another which, in compliance with the law, reflects as closely as possible the original intention of the parties.

FlamAid's failure to require strict and timely compliance with any provision of these Terms shall not be construed as a waiver of its right to require such compliance in the future.

FlamAid may assign these Terms and the contract arising from them to any company in its group, subject to prior notice to the user and provided that the assignment does not adversely affect the consumer's rights.

26. Contact

For any query, complaint, claim or exercise of rights relating to these Terms, the user may contact FlamAid at:

FlamAid, S.L.
Calle Bruc 13, 1º 2ª, 08010 Barcelona, Spain
Email: hola@flamaid.com

Annex I. Model withdrawal form

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

  • To FlamAid, S.L., Calle Bruc 13, 1º 2ª, 08010 Barcelona, Spain, hola@flamaid.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
  • Ordered on (*)/received 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.