Help and complaints
Help and complaints
Last reviewed:
Translated from the Spanish original, which stays available: leer en español.
References below are to Spain’s consumer law, Royal Legislative Decree 1/2007 (RDL 1/2007); the links go to the official Spanish text.
Talk to support
The conversation in Moritura is with an AI. For problems, purchases and complaints, Alejandro Carbajo Vidales answers [email protected]. Contact phone: +34 699 790 887 (RDL 1/2007, art. 97.1(c, h, ñ)).
Support is in Spanish or English, Monday to Friday, 10:00 to 18:00 (mainland Spain time), with a reply within 2 working days at most. It isn’t an instant-response channel. A reply about a problem and the legal refund deadline are two different things; a refund after withdrawal can’t wait for a conversation with support to finish (arts. 97.1(h, ñ) and 107).
If something breaks
Tell us the device and browser, its version, what you were trying to do and what happened. If you attach a screenshot, hide your conversations and any personal data that isn’t needed to understand the fault. You don’t need to explain your personal situation to tell us a button doesn’t work.
Don’t send passwords, access codes or links, tokens or full card details. For a payment problem, the reference and the purchase email are enough.
If the service doesn’t deliver what you bought, you can ask for it to be brought into conformity and, in the cases the law provides, a price reduction or termination of the contract. See the terms: those rights don’t end with the refund period (art. 97.1(n)).
Complaints and withdrawal
The postal address for complaints is the seller’s postal address: Calle Jacinto Benavente 10, 1º Dcha., 24750 La Bañeza (León), Spain. You can also write to [email protected]. Say what happened and what solution you’re asking for; for purchase matters, include the email and the reference if you have it. We’ll reply within 2 working days at most (art. 97.1(d, h)).
To withdraw, refunds explains the period, the full refund, the model form and the online function in your purchase area. You don’t need to justify the decision or wait for a reply from support to send your notice within the period (arts. 97.1(j), 106–107 and annex I).
Other questions
- How Moritura works.
- Planned price and taking part. Nothing can be bought yet: Moritura is still being prepared. In the first beta, private and by invitation, you’ll buy inside the app.
- Frequently asked questions.
- Privacy, privacy choices and account deletion. For privacy and deletion requests, write to [email protected].
- Legal notice, with the identifying details of the person responsible.
- Security. Report vulnerabilities privately to [email protected]; don’t publish credentials or other people’s data to describe a fault.
Moritura doesn’t offer live monitoring or emergency care. The help channel isn’t a crisis service either.