General Conditions of the Contract of Carriage. Entry into force: 26/10/2026 | Iryo

Under the contract of carriage, the COMPANY undertakes to transport the customer and their luggage from the station of origin to the destination station in accordance with these General Conditions and the conditions of the fare purchased, subject to payment of the purchase price. Children under the age of 4 travel free of charge. 

The conditions of carriage apply exclusively to journeys operated by the COMPANY. They do not apply to Cercanías commuter rail tickets or other transport or services offered by the COMPANY but operated by another undertaking. Titles IV, VI and VII of the CIV Uniform Rules shall apply to carrier liability, the exercise of passengers' rights and relations between carriers.

The travel ticket is the document formalising the contract of carriage between the COMPANY and the passenger. It must be presented, either as a printed paper document or on a digital device, whenever requested by the COMPANY at any time during the journey. 

Customers holding a valid travel ticket entitling them to travel may use the rail transport service provided in accordance with the Rail Sector Act in force (currently Act 38/2015 of 29 September). Children under 4 years of age who do not occupy a seat shall travel with a free travel ticket. 

2.1 Contents of the travel ticket 

The travel ticket shall state at least the following: 

1. The identity of the railway undertaking or undertakings providing the transport. 

2. The journey's point of origin and departure time. 

3. The destination and arrival time. 

4. Any transfers involving a change of train, specifying the place and time, where applicable. 

5. The carriage, class and seat number. 

6. The permitted weight and volume of luggage, or an indication of where this information may be consulted. 

7. The fare, specifying that all charges are included. 

8. Information on the insurance cover applicable to the service. 

9. The latest reporting time at security checks for access to the trains, if established by the railway infrastructure manager. 

10. The application of the Uniform Rules (CIV). 

2.2 Validity of the travel ticket 

Travel tickets shall be issued in the passenger's name for a particular train, service and date, with an allocated seat. Tickets are valid only for the date, train and level of service indicated on them. 

To board the train, the customer must hold a valid ticket for the train and service they intend to use, containing all the information required to define the contents of the travel ticket. 

Customers must provide identification when purchasing a ticket at an Espacio iryo, during boarding checks and when accessing the train, as well as on board and 3 at any time during the journey. If a ticket is stolen, lost or destroyed, the COMPANY will issue a duplicate after verifying the passenger's identity. 

Travel tickets that are damaged, altered, scratched or laminated shall not be considered valid. 

The discounts established by the legislation in force for large families shall apply. Passengers must prove their entitlement to the discount whenever requested, at boarding or during the journey, by presenting the valid original documents issued by the competent authority that were used to obtain the discount when purchasing the ticket. If the passenger fails to prove eligibility as indicated, the COMPANY shall refuse boarding, without any right to a refund of the amount paid. 

Likewise, where other legally established discounts apply, the beneficiary must be able to provide satisfactory evidence of eligibility by presenting the required documents or meeting the applicable requirements.

3.1 Pre-journey information 

At the passenger's request, the COMPANY shall provide the following information: 

1. General conditions applicable to the contract of carriage. 

2. Timetables and conditions of the fastest journey. 

3. Timetables and conditions of all available fares, clearly identifying the lowest fares. 

4. Accessibility, access conditions and availability of on-board facilities for persons with disabilities and persons with reduced mobility. 

5. Availability of bicycle capacity and conditions of access. 

6. Seats or places available in the different classes. 

7. Activities that may disrupt or delay services (planned and in real time). 

8. Availability of on-board facilities, including Wi-Fi and toilets.  

9. Availability of on-board services, including assistance to passengers provided by COMPANY staff. 

10. Information provided before purchase indicating whether the ticket or tickets constitute a through-ticket. 

11. Procedures for recovering lost luggage. 

12. Procedures for submitting complaints. 

3. 2 Information during the journey 

During the journey, the COMPANY shall provide passengers with: 

1. Services and facilities available on each train, including Wi-Fi. 

2. Station stops. 

3. Disruptions and delays (planned and in real time). 

4. The COMPANY's main connecting services. 

5. Mandatory safety information.

The COMPANY's trains have several distinct on-board areas, which determine the commercial service offered by the COMPANY. Customers shall be informed of the features of each service through the COMPANY's sales channels. 

Travel tickets issued by the COMPANY are valid only for the date, train, level of service and seat indicated on them. 

The COMPANY provides only those services specified on the travel ticket. 

The COMPANY shall not offer, on a single ticket, services that include connections with other services, whether operated by the COMPANY or not, even if those connections are sold or offered by independent third parties.

Customers may purchase tickets at station assistance and ticket sales offices (Espacios iryo), through authorised sellers, on the website www.iryo.eu, in the COMPANY's mobile application and through any other channel or technological tool identified and authorised by the COMPANY to ensure the widest possible distribution. 

When a ticket is issued, the customer must check that its details—travel date, origin and destination, train, class, service and amount—correspond to their request. Any complaint regarding the ticket issued or its price must be made at that time; subsequent complaints shall not be accepted.

Customers may cancel issued tickets where cancellation is permitted under the specific conditions applicable to the fare purchased. 

Where cancellation of a ticket is permitted, a cancellation charge may apply in accordance with the conditions of sale of the fare purchased by the customer. 

The appropriate amount shall be refunded and the customer shall be notified automatically at the email address provided during the purchase process. 

The refund shall be made using the same payment method employed by the customer for the purchase or by means of a voucher. However, where payment was made in cash, the corresponding refund shall be made by bank transfer to the account specified by the passenger. 

If the amount due as a refund is reimbursed by issuing a voucher, any new tickets paid for using that voucher must be purchased and used within a maximum period of one year from the voucher's date of issue. 

The refund request must be made within a maximum of seven days of the cancellation request. The COMPANY shall not be liable for delays attributable to customers' card issuers. Special cancellation conditions may nevertheless be established for certain ticket types.

Payment for tickets and any ancillary services offered by the COMPANY in connection with the purchase of a ticket may be made in cash at station ticket sales outlets, by electronic payment methods or, where the purchase is made through authorised distributors, by the payment methods accepted by those channels.

8.1 Luggage 

Luggage means any item of hand baggage carried by a customer that is easy to transport, intended for the journey and does not exceed the maximum dimensions of 80 × 55 × 35 centimetres. 

The COMPANY shall apply a luggage allowance that may vary according to the services purchased, as specified in the general conditions of sale applicable to each fare, which shall expressly indicate the luggage allowance for that fare type. 

8.2 Bicycles 

Bicycles are permitted on board in accordance with the general conditions of sale. 

8.3 Pets or domestic animals 

Pets or domestic animals are permitted on board subject to the weight limits and transport instructions specified at any given time in the general conditions of sale. Pets are understood to mean small companion animals, namely dogs, cats, ferrets and birds other than poultry. Animals must comply with the hygiene, health and safety requirements in force at the time and have the documents required by applicable legislation. The owner or person accompanying the pet shall be solely responsible for its care and supervision. Guide dogs and assistance dogs may travel with their owners at no additional cost and are not subject to the weight or transport restrictions applicable to pets or domestic animals. Trainers and socialisation agents shall enjoy the same access rights as users of guide and assistance dogs when accompanied by such dogs during their training. For this purpose, trainers and socialisation agents must be duly identified. Domestic animals or pets designated as “emotional support” animals are permitted, provided that, in addition to the pet's corresponding identification, the customer presents a medical certificate confirming the animal's status as “emotional support” during the journey. 

8.4 Baby strollers 

Baby strollers must be folded and stowed in accordance with the instructions of COMPANY staff. 

8.5 Quiet Space 

In addition, passengers travelling in the “Quiet Space” must observe the following specific rules at all times: 

▪ Conversations on mobile phones or any other type of device are not permitted. 

▪ Headphones must be used to listen to audio or video, always at a volume that does not disturb other passengers. 

▪ All electronic devices must be set to silent mode. 

▪ Silence must be respected: passengers must avoid making noise through any activity, speak quietly and refrain from lengthy conversations. 

If a passenger is unable to comply with these rules, they must leave this area and move to another seat on the train, subject to availability. If the passenger continues to breach the rules and fails to follow crew instructions, they may be excluded from carriage and required to leave the train at the next stop, without any right to a refund of the amount paid. The COMPANY reserves the right to refuse carriage to passengers who fail to comply with the conditions and rules of respectful conduct accepted when purchasing a ticket under this fare. 

To ensure quiet conditions as far as possible, the COMPANY shall: 

▪ Not sell tickets for this area to children under 14 or to passengers travelling with pets. 

▪ Not offer this area under Group fares. 

▪ Make only those public-address announcements considered strictly necessary.

The carriage of items containing dangerous materials, such as explosives, flammable, chemical or toxic products, radioactive, biochemical or corrosive materials, is strictly prohibited. 

The carriage of weapons on board the train is prohibited. Products intended for wholesale trade, narcotics and illegal substances are also prohibited. 

Scooters, whether electric or not, electric bicycles, and boxes or other items or objects that do not qualify as luggage under the definition above or exceed the dimensions permitted by the COMPANY may not be carried. 

Any luggage that does not comply with the above conditions must be expressly authorised by the COMPANY before being taken on board, following a request by the passenger at the station assistance and ticket sales offices (Espacios iryo) or through Customer Service. Failure to obtain such authorisation may result in refusal of access to the train or a requirement to leave it.

Customers are solely responsible for handling and supervising their luggage. 

Customers must place the luggage they carry in the designated storage spaces. Small or cabin-sized suitcases must be placed in the spaces above the seats, while larger suitcases must be placed in the luggage racks at the ends of the carriages, avoiding any damage or inconvenience to other passengers or on-board staff, damage to rolling stock or disruption of railway operations.

When making a booking, the age of babies and children on the date of travel shall be taken into account (for return journeys, the child's age on the outward journey shall apply). 

Minors shall always travel under the responsibility of their parents or legal guardians. 

The COMPANY does not provide an unaccompanied-minor travel service and recommends that minors always travel with an adult. 

In all cases, children under 14 may not travel alone and must always be accompanied by an adult.

11.1 Babies and children aged 0 to 3 

Babies and children aged 0 to 3 inclusive travel free of charge, provided they sit on an adult's lap and do not occupy a seat on the train. They must obtain and carry a free ticket and use the baby-changing facilities available in the train's toilets.

Babies and children aged 0 to 3 inclusive may also occupy a seat on the train by paying the applicable fare, which shall be the same as that for children aged 4 to 13, and reserving the seat through Customer Service. 

11.2 Minors aged 4 to 18 

Children aged 4 to 13 inclusive travel at a reduced price under the child fare available through the COMPANY's various sales channels. Minors aged 14 to 18 shall pay the standard fare.

12.1 Accessibility 

Under the applicable regulations, the Railway Infrastructure Manager (hereinafter “ADIF”) is the body responsible for ensuring that persons with disabilities and persons with reduced mobility can access stations and boarding areas in order to board and alight from trains. 

Spaces designated for wheelchair users or persons with reduced mobility on COMPANY trains are strictly reserved for such passengers. The COMPANY reserves the right to request documents proving disability or reduced mobility status. 

The COMPANY likewise reserves the right to cancel the ticket of, and require to leave the train, any passenger occupying a space reserved for wheelchair users or persons with reduced mobility without meeting the required conditions.

12.2 Assistance at stations

1. Communication and information: 

The COMPANY provides persons with disabilities and persons with reduced mobility with all information concerning the accessibility of the rail services offered, conditions of access to rolling stock and facilities on board trains. 

2. Accessibility and need for assistance: 

Under the applicable regulations, ADIF, as manager of the railway infrastructure and stations in particular, is responsible for ensuring access for persons with disabilities and persons with reduced mobility to stations and 10 boarding areas, enabling them to board departing trains and alight from arriving trains. For its part, through the services contracted with ADIF, the COMPANY ensures boarding and alighting from trains and access to on-board services and equipment. The COMPANY cooperates with ADIF so that persons with disabilities and persons with reduced mobility may travel safely and enjoy the rights granted to them under applicable legislation.

As the provider of the rail service, the COMPANY is liable to passengers in the event of cancellation, interruption or delay of a service, except in cases of force majeure or extraordinary circumstances. 

Accordingly, customers may receive a refund and/or compensation, in accordance with the legislation in force and these General Conditions of Carriage, where the terms of the contract of carriage between the COMPANY and the passenger are breached. 

13.1 Cancellations 

Cancellation of a journey means that it is impossible to begin that journey under the conditions specified in the travel ticket. 

If the COMPANY cancels a scheduled journey, it shall make every effort to inform the customer as quickly and appropriately as possible. 

If a journey is cancelled, the passenger shall be entitled to a refund of the price paid for the service. 

If cancellation occurs within the 48 hours preceding the scheduled start of the journey, the COMPANY shall, at the passenger's choice, provide transport on another train or another means of transport under conditions equivalent to those agreed, or refund the price paid for the service. 

If the passenger is informed of the cancellation within the four hours preceding the start of the journey, they shall also be entitled to compensation equal to twice the amount of the travel ticket. 

13.2 Interruptions 

Interruption of a journey means that a journey is brought to a halt while in progress. 11 If a journey is interrupted, the COMPANY shall provide the passenger, as soon as possible, with transport on another train or by another means of transport under conditions equivalent to those agreed.

Furthermore, if the interruption lasts longer than one hour, the COMPANY shall, where applicable, cover the passenger's meals and accommodation expenses for the duration of the interruption. 

13.3 Delays 

If the timetable shown on the ticket is changed before the departure date, the COMPANY shall make every effort to inform the customer as quickly and appropriately as possible. 

If a passenger experiences a delay of at least 60 minutes on arrival at the destination station compared with the time scheduled on the ticket, and provided there are no extraordinary circumstances or events of force majeure, the COMPANY shall compensate the passenger for the delay, without prejudice to their right to travel, as follows: 

▪ 50% of the price of the travel ticket used if arrival at the destination is delayed by more than 60 minutes. 

▪ 100% of the price of the affected travel ticket if arrival at the destination is delayed by more than 90 minutes.

Without prejudice to the foregoing provisions concerning cancellations, interruptions and delays, the COMPANY may establish generally applicable, more favourable compensation arrangements if it deems appropriate. 

Where compensation is due to the passenger, it shall be provided by voucher as the first option or, if the passenger does not wish to accept a voucher and expressly requests a refund, by refunding the electronic payment method used for the purchase. 

Passengers shall not be entitled to compensation if the COMPANY informed them of the delay before purchase, if the delay is shorter than 60 minutes, in the circumstances referred to in Article 19(10) of Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations, or in cases of force majeure pursuant to Article 88(2) of Royal Decree 2387/2004 of 30 December approving the Rail Sector Regulations. 

In the event of a delay in departure or arrival, or cancellation of a service, the COMPANY shall keep passengers informed of the situation and the estimated 12 departure and arrival times of the service or replacement service as soon as that information becomes available. 

If the delay referred to in the preceding paragraph is at least 60 minutes, or if a service is cancelled, the COMPANY shall offer passengers assistance in accordance with applicable legislation.

The COMPANY reserves the right to refuse admission to its trains and/or the services offered on board them, as well as to station assistance and ticket sales offices (Espacios iryo). Passengers who fail to comply with Quiet Space rules must leave that area and shall be moved to another seat if available; if they persist in breaching the rules and disregard crew instructions, they may be excluded from carriage. 

All passengers must have a valid travel ticket when boarding the train. Access may be denied to anyone unable to produce a ticket or who fails to undergo the required security checks. 

Once on board, all passengers must refrain from endangering transport safety or the physical integrity of other passengers and crew members, and must not disrupt the normal conduct of the journey. They must comply with all legal obligations applicable on board the train. 

The consumption on board of alcoholic beverages not sold by COMPANY staff is prohibited. Any beverages brought by passengers must remain closed during transport. 

All passengers must follow crew instructions at all times, particularly during ticket inspections at stations, boarding, the journey, stops and alighting. Crew members shall ensure compliance with conduct and safety rules and may deny access to, or require the disembarkation of, any passenger who breaches them, together with their belongings. In particular, any physical or verbal assault on a crew member or another passenger shall constitute such a breach. 

In the foregoing cases, passengers shall have no right to any refund, without prejudice to the COMPANY's right to claim compensation for any loss or damage caused, or to any administrative or other penalties that may be imposed by the competent administrative or judicial authority. 

A passenger unable to present a valid travel ticket must pay, in addition to the fare for the journey taken, a surcharge of three hundred (300) euros.

If a passenger refuses to pay the fare or surcharge immediately, they may be excluded from carriage. If payment is made immediately, the amount payable as a surcharge shall be reduced by 50%, with no reduction in the journey fare. If a passenger refuses to pay the ticket price but agrees to pay the surcharge within fewer than 15 days, the amount payable as a surcharge shall be reduced by 25%, with no reduction in the journey fare. Passengers may choose to pay the surcharge electronically on board the train or at the Espacio iryo at the destination station. 

If the passenger fails to pay the surcharge, the COMPANY shall file the corresponding report with the Spanish State Security Forces and Corps.

The COMPANY shall not offer, on a single ticket, services that include connections with other services, whether operated by the COMPANY or not, even if those services are sold or offered by independent third parties. 

Consequently, transfers to other means of transport or trains operated by other railway undertakings under a through-ticket offered, where applicable, by third parties independent of the COMPANY shall be governed by the legislation in force.

17.1 Passengers' rights

Users of the services provided by the COMPANY shall enjoy the following rights:

1. To have access, sufficiently in advance, to published service timetables and their corresponding fares. 

2. To contract rail transport services from or to any station where passengers may board or alight. 

3. To receive the service under appropriate conditions of safety and quality, paying, where applicable, the prices established by the applicable fares and taxes. 

4. To enter into a contract of carriage with the railway undertaking in accordance with the legislation in force on land transport and consumer protection. 

5. To be informed of the procedures established to resolve any disputes arising in connection with rail transport. 

6. To receive compensation for any harm suffered as a result of the COMPANY's failure to fulfil its obligations, in accordance with these General Conditions of Carriage and the applicable regulations. 

7. To be informed of the insurance policies or guarantees taken out by the COMPANY to cover its liability. This information shall be available to passengers at the station assistance and ticket sales offices (Espacios iryo), on the website www.iryo.eu, in the mobile application, through Customer Service, on the travel agency portal and through other distribution channels authorised by the COMPANY. 

8. To be informed of the existence of these General Conditions, which shall be available to them on the same terms as stated in the preceding paragraph. 

9. Any other rights recognised by the legislation in force. 

Customers shall also be entitled to submit complaints in respect of any breach of the contract of carriage occurring during the provision of a passenger transport service. Complaints may be submitted electronically or in person at station assistance and ticket sales offices (Espacios iryo), or on the COMPANY trains on which the service was provided, within THREE (3) MONTHS of becoming aware of the circumstances giving rise to the complaint. 

17.2 Passengers' obligations 

Users of the services provided by the COMPANY shall have, among others, the following obligations: 

1. To carry the corresponding travel ticket throughout the journey. 

2. To arrive at the boarding area sufficiently in advance and, in all cases, before the latest boarding time indicated on the ticket. 

3. To comply with the COMPANY's instructions relating to the proper provision of the service, as well as with notices displayed in stations, facilities and carriages. 

4. To comply with any civil protection and safety measures and checks that may be established. 

5. Customers must take the necessary precautions and, insofar as it is within their control, safeguard their own safety, that of persons and animals in their care, and the security of their belongings. 

Passengers may not enter areas reserved for the COMPANY's exclusive use, except where expressly permitted or authorised. Passage through service areas is allowed only where necessary for passenger service. 

It is prohibited to open train exterior doors or board or alight from trains unless they are completely stationary. 

It is also prohibited to board or alight on the side opposite to that designated for passenger use or through openings not intended for that purpose. Passengers are also prohibited from using train equipment for purposes other than those intended, particularly safety equipment, which must be used solely and exclusively in cases of genuine need. 

The provisions of these General Conditions shall not apply where grounds for exemption expressly provided for in the CIV Uniform Rules arise in the relevant cases of liability.

The Customer Service provided by the COMPANY is free of charge, universally accessible, inclusive, non-discriminatory and subject to evaluation, under the terms of Act 10/2025 of 26 December regulating customer service. 

Any request for information, clarification or advice, complaint, claim or report of an incident may be submitted to the COMPANY's Customer Service through the following channels: (i) the same channel through which the contractual relationship with the customer was initiated; (ii) by post, to the COMPANY's offices at Calle Méndez Álvaro, 53, Edificio Boreal, 6th Floor (28045 Madrid), or Avenida Comarques del País Valenciano 2 (46930 Quart de Poblet, Valencia); (iii) by telephone, using the customer service number published at www.iryo.eu, at a cost no higher than that of a standard landline or mobile call; (iv) electronically, through www.iryo.eu, where the complaints platform can be accessed by clicking here and the passenger accidents platform by clicking here; and (v) at any station assistance and ticket sales office (Espacio iryo) open to the public, using the complaints register/forms, which may also be obtained and completed electronically through the COMPANY's website. 

Where telephone assistance is supported by automated systems, customers may at any time request and obtain personalised assistance from a human representative, and such automated systems shall under no circumstances be used as the sole means of customer service. 

Each enquiry, complaint, claim or incident reported shall be assigned an identification code, which shall be communicated to the customer together with the corresponding acknowledgement of receipt on a durable medium and shall allow the customer to track the status of their request. 

Customer Service shall respond within one month of receipt of a complaint or claim. If this is not possible, it shall inform the customer of the new response deadline, which may not exceed three months from the date the complaint was received, in accordance with the complaints-handling procedure laid down in Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations. Decisions shall always state the reasons on which they are based and address all matters raised by the customer. 

If a passenger does not receive a favourable response from the COMPANY's Customer Service, they may bring any legal proceedings they consider appropriate and refer the matter to the competent consumer authorities in their autonomous community, the Ministry of Social Rights, Consumer Affairs and the 2030 Agenda, the Ministry of Transport and Sustainable Mobility, or the European Union online dispute resolution platform, without prejudice to the provisions below concerning consumer arbitration. 

Pursuant to the powers granted to it by Article 1(3) of Royal Decree 713/2024 of 23 July approving the Regulations governing the Consumer Arbitration System and Article 38 of Act 16/1987 of 30 July on the Regulation of Land Transport, the COMPANY does not submit to alternative dispute resolution procedures, namely mediation or arbitration, whether in consumer or transport matters, including, in particular, Consumer Arbitration Boards or Transport Arbitration Boards. Accordingly, ILSA reserves the right to reject any request for mediation or arbitration notified to it. 

Customer Service is designed using means and formats that comply with the principles of universal accessibility, and provides persons with disabilities and older persons with the alternative means necessary to ensure access to the service.

In order to guarantee the fundamental right to the protection of personal data, passengers are informed that their data must be processed to provide the contracted transport service. Accordingly, INTERMODALIDAD DE LEVANTE, S.A. must access and collect their identification details, journey details or preferences expressed regarding the conditions of carriage. Furthermore, personal data may also be used to send commercial communications relating to services contracted with the COMPANY, but only where authorised by the customer or on the basis of the contractual relationship. The COMPANY shall retain customer data for the periods specified in the particular legislation applicable to the processing carried out or, where appropriate, until the customer requests erasure of their information or objects to the processing described herein. Data shall not be disclosed to third parties except where required by law or by an administrative or judicial authority. 

If the customer requires assistance in accessing trains because they have special needs or reduced mobility, the COMPANY shall disclose their data to the public business entity ADIF, which is responsible for providing assistance with accompaniment, boarding and alighting. ADIF's Privacy Policy can be consulted here. 

Likewise, to ensure that the COMPANY's service is properly managed, customer data shall be disclosed to the payment platforms responsible for processing purchase data. 

Furthermore, if a passenger purchases on-board catering services and communicates their dietary preferences, those data must be disclosed to GATE GOURMET SWITZERLAND GMBH so that it can provide the requested service. Outside these circumstances, the customer's personal data shall not be shared except at the request of judicial and/or administrative authorities or the Spanish State Security Forces and Corps, or to comply with legal obligations. No international transfers to countries outside the European Economic Area (EEA) shall take place. 

Pursuant to Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, repealing Directive 95/46/EC (hereinafter the “GDPR” or the “Regulation”), and Act 3/2018 on Personal Data Protection and the Guarantee of Digital Rights (hereinafter “LOPDGDD”), customers have the following rights: 

1. Right of access. 

2. Right to rectification. 

3. Right to erasure. 

4. Right to object. 

5. Right to restriction of processing. 

6. Right to data portability. 

7. Right not to be subject to automated individual decision-making, including profiling. 

In accordance with the aforementioned legislation and to ensure fulfilment of INTERMODALIDAD DE LEVANTE, S.A.'s obligations as data controller, a procedure has been adopted and implemented to manage requests from data subjects to exercise their rights, with the aim of handling and responding to them properly and within the required deadlines. To exercise their personal data protection rights, passengers must send an email with the subject line “EXERCISE OF RIGHTS” to [email protected] or write to Calle Méndez Álvaro, 53, Edificio Boreal, 6th Floor (28045 Madrid). They may also lodge a complaint with the Spanish Data Protection Agency through its website, www.aepd.es, if their rights have not been adequately addressed. The up-to-date Privacy Policy may also be consulted at any time at www.iryo.eu.

1. Directive 2012/34/EU of the European Parliament and of the Council of 21 November 2012 establishing a single European railway area. 

2. Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations. 

3. Act 38/2015 of 29 September on the Rail Sector. 

4. Royal Decree 2387/2004 of 30 December approving the Rail Sector Regulations. 

5. Act 10/2025 of 26 December regulating customer service. 

6. Consolidated Text of the General Act for the Protection of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of 16 November.

General Conditions of the Contract of Carriage between 15/01/2025 and 25/10/2026

General Conditions of the Contract of Carriage between 19/12/2023 and 14/01/2025

General Conditions of the Contract of Carriage between 18/09/2022 and 18/12/2023