Privacy Policy

1. Who we are

Tuchati ("Tuchati", "we", "us") provides guidance and real human support for people moving to and living in Spain, through a free Help Centre and AI Assistant, and two paid services: One Request and Tuchati Plus. This policy explains what personal information we collect across the Tuchati website, Assistant, and services, why we collect it, who we share it with, and the rights you have over it. Tuchati is the data controller for the personal information described here. Our full company identification details — legal name, tax ID and registered address — are set out in our Legal Notice.

2. Information we collect

What we collect depends on how you use Tuchati. We only ever collect what a given feature actually needs to work.

Browsing the website

Standard technical information (such as your browser type and the pages you request) is processed automatically by our hosting infrastructure to serve the site, in line with any web server. If you accept our cookie banner, we also use Google Analytics to understand how visitors use Tuchati — we never set analytics cookies without that acceptance. See our Cookie Policy for the specific cookies we set and how to change your choice.

The Tuchati Assistant

If you chat with the Assistant, we process the messages you send so it can search our Help Centre and respond. Conversations are used to answer your question and, in anonymised or aggregated form, to improve the Assistant's guidance over time. Avoid sharing sensitive personal documents or identifiers directly in the chat — for anything that requires us to review real documents, use One Request or Tuchati Plus instead, where information is handled by a human advisor under this policy's stricter safeguards.

Contacting us

When you use our contact form, we collect your full name, email address, the topic you select, your message, and — if you choose to provide it — your phone number.

One Request

One Request is deliberately accountless: we collect only your email address and a description of what you need help with, plus whatever your assigned advisor asks you for afterwards (by email or WhatsApp) to complete the task. Payment is handled entirely by Stripe — Tuchati never receives or stores your card details.

Tuchati Plus

Tuchati Plus is a subscription, so we collect more: your email address, full name, your situation (moving to Spain / already living in Spain / other), your preferred contact method, a phone number if you choose WhatsApp, and a description of each request you submit. Once your first payment is confirmed, we automatically create your Tuchati Plus account from this information and send you a link to sign in.

Documents you upload

If your request requires it, you or your advisor may upload supporting documents (for example, copies of official paperwork relevant to your case) to your request. These are stored securely and are only ever accessible to you and the advisor(s) working on your case.

Account and session data

If you have a Tuchati Plus account, we use a small number of cookies to keep you signed in — see our Cookie Policy for the full list.

3. Why we process your information

We rely on the following legal bases, depending on the situation: performing our contract with you (providing One Request or Tuchati Plus, taking payment, and following up on your case); our legitimate interest in responding to enquiries, keeping the service secure, and improving the Assistant; and, where the law requires it, your consent. We do not use your personal information for automated decision-making that produces legal or similarly significant effects on you — every One Request and Tuchati Plus case is reviewed and actioned by a human advisor.

4. Who we share your information with

We never sell your personal information. We share it only with the service providers we rely on to run Tuchati, each acting under a data processing agreement, and only to the extent each one needs to do its job:

• Stripe — processes payments for One Request and Tuchati Plus. Tuchati does not receive or store your full card details.
• Supabase — hosts our database, handles sign-in for Tuchati Plus accounts, and securely stores documents you upload, in an EU data region.
• Resend — delivers the transactional emails we send you (access links, confirmations, receipts).
• Anthropic — processes the messages you send to the Tuchati Assistant in order to generate a response. See Section 5 below for how this involves an international transfer.
• Google (Analytics) — only if you accept our cookie banner: helps us understand how visitors use Tuchati. Never active until you accept, and you can withdraw your acceptance at any time — see our Cookie Policy.

We also share your information with the Tuchati advisor(s) assigned to your case — this is the human support at the core of One Request and Tuchati Plus, and is necessary to actually help you. Advisors only ever see what's needed to work your case. We may also disclose personal information where required by law, for example to comply with a valid legal or tax obligation.

5. International data transfers

The Tuchati Assistant is powered by Anthropic's Claude models. Processing a message you send to the Assistant may involve transferring it outside the European Economic Area. Google Analytics — only active if you accept our cookie banner — may also process data outside the European Economic Area. Where either of these happens, we rely on the European Commission's Standard Contractual Clauses (or an equivalent recognised safeguard) as the legal basis for that transfer. All other core infrastructure — our database, authentication and document storage (Supabase) — is hosted in an EU region.

6. How long we keep your information

We keep your information for as long as we need it to provide the service, plus a reasonable period afterwards to handle any follow-up questions, complaints or legal obligations. As a general rule: One Request case information is kept for a limited period after your case is closed; Tuchati Plus account and case information is kept for as long as your subscription is active, plus a limited period afterwards; and invoicing records are kept for as long as Spanish tax law requires (currently up to six years). Uploaded documents are deleted once they are no longer needed for the case they relate to, or when you ask us to delete them under Section 8 below, whichever is sooner — subject to any legal retention obligation that overrides that request.

7. How we protect your information

Your data is encrypted in transit (HTTPS) everywhere on Tuchati, session credentials are stored in cookies your browser never exposes to page scripts, and access to customer data inside our Advisor console is restricted to the advisors actually working your case. No method of transmission or storage is ever 100% secure, but we apply industry-standard safeguards throughout our infrastructure and with every provider named in Section 4.

8. Your rights

Under the GDPR and Spain's LOPDGDD, you have the right to: access the personal information we hold about you; ask us to correct it; ask us to delete it; ask us to restrict or object to certain processing; and receive a copy of it in a portable format. To exercise any of these rights, contact us at support@tuchati.es. We'll respond within one month. If you believe we haven't handled your information properly, you also have the right to lodge a complaint with Spain's data protection authority, the Agencia Española de Protección de Datos (AEPD).

9. Cookies

Tuchati sets cookies that are strictly necessary to keep you signed in and your session working, plus — only if you accept our cookie banner — Google Analytics cookies. See our Cookie Policy for the full list and how to change your choice at any time.

10. Children

Tuchati's services are intended for adults handling their own administrative matters in Spain. We do not knowingly collect personal information from children.

11. Changes to this policy

We may update this Privacy Policy as Tuchati's services evolve. If we make a significant change, we'll update the "Last updated" date above and, where appropriate, let active Tuchati Plus members know directly.

12. Contact us

For any question about this Privacy Policy or how we handle your personal information, contact us at support@tuchati.es.