Relationships with consumers are at the heart of many digital business models: online marketplaces, e-commerce platforms, mobile apps or subscription services. In an increasingly regulated environment, user trust and regulatory compliance are essential to long-term sustainability.
At Audens, we understand how that digital relationship is built: we design clear processes, transparent messaging and safe environments that inspire confidence and comply with the law. We combine legal and technical insight so that every step (from purchase to after-sales) works smoothly and securely.
We make compliant selling simple. We turn regulatory obligations into a competitive advantage, protecting your company’s reputation and strengthening its relationship with customers.
Terms and conditions
We draft the terms that govern the relationship with users, tailored to each business model. We define guarantees, returns and withdrawal processes to ensure a clear and compliant contractual framework.
Compliance and consumer audits
We review sales processes, contracts and user communications to detect risks and ensure compliance. Our audits help prevent conflicts, sanctions and claims.
Customer service and after-sales
We advise on designing customer service processes that comply with consumer law. We define protocols, timelines and incident-management procedures that reinforce trust and help avoid sanctions.
Administrative proceedings and claims
We support companies before consumer authorities (national, regional or local) and assist in managing claims. We prepare responses, submissions and strategies to minimise reputational and financial impact.
Dispute resolution
We intervene in claims, mediations and arbitrations, seeking quick and effective solutions that preserve the customer relationship. If disputes reach the courts, we handle judicial defence with the utmost rigour.
Offers and promotions
We review the legal aspects of campaigns and promotions, checking messaging, terms and formats. We ensure communication that is clear, transparent and compliant with consumer and advertising rules.
Key experience
For more than four years, we have been representing a multinational telecommunications company in numerous consumer disputes (from lack of conformity and withdrawal rights to promotional issues or installation incidents) across Spain, with outstanding results.
We represented an e-commerce platform before a consumer authority that alleged the inclusion of unfair terms in its sales conditions, carrying a significant fine. We secured the withdrawal of several sanctions and achieved a major reduction of others, demonstrating the absence of actual consumer harm and the immediate correction of the clauses.
We drafted the terms and conditions of a digital platform offering online services and downloadable content, clearly defining when the right of withdrawal does not apply. This increased transparency for consumers, reduced improper cancellations and protected the viability of the business.
An online training company whose withdrawal conditions had been declared invalid approached us to redefine its legal strategy and prevent future collective claims. We achieved this by revising its legal texts, adjusting sales processes and preparing the evidentiary framework needed to demonstrate compliance.
