General Conditions of the Contract of Carriage. Entry into force: 15/01/2025 | Iryo

By means of the Contract of Carriage, the COMPANY undertakes to transport the Customer and their luggage as per the general conditions included in these General Terms and Conditions, with the exception of children under 4 years of age, from the station of departure to the station of destination, in accordance with the General Conditions and in return for payment of the purchase price. 

Only journeys made with the COMPANY are subject to the Terms and Conditions of Carriage. Consequently, these conditions do not apply to Short Distance tickets or other types of transport/services that are offered by the COMPANY and operated by another company, whereby Titles IV, VI and VII of the CIV (Contract for the International Carriage of Passengers by Rail) Rules apply, with regard to the carrier's liability, the exercise of rights by passengers and relations between carriers.

The transport document or ticket is the document that formalises the Transport Contract executed between the COMPANY and the passenger. It is a transport document which must be presented, either on a paper document or on a digital device, at the request of the COMPANY, at any time during the course of the carriage. 

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

Content of the ticket

As a minimum, transport documents must indicate the following:

1.    The identification of the railway company or companies that will carry out the transport.
2.    The origin of the journey and departure time.
3.    The destination and time of arrival.
4.    Transfers that may occur with a change of train, specifying place and time, if appropriate.
5.    The coach, class and seat number.
6.    The weight and volume of baggage allowed, or a reference to where this information can be found.
7.    The price of transport, specifying that it includes all taxes.
8.    Information on the insurances covered by the service.
9.    The time limit for arriving at security controls to access transport vehicles, if set by the rail infrastructure manager.
10.    Submission to the Uniform Rules (CIV).

Validity of Transport document

The tickets shall be registered and issued for the train, service and date specified with a designated seat.

To be admitted to the train, the customer must be in possession of a valid ticket for the train and service to be used with all the information necessary to define the content of the ticket. Tickets are valid exclusively for the day, train and service shown on the ticket.

TThe customer is required to identify themselves during the ticket purchase process at the Espacios Iryo, during boarding control and access to the train, as well as on board the train at any time during the journey. In the event of theft, loss or destruction of the travel document, a duplicate may be issued after identification of the traveller by the COMPANY.

Transport tickets which have been damaged, amended, scratched or laminated shall not be considered valid.
The discounts set out in current large family legislation apply. Passengers must prove their status as a beneficiary, when requested to do so on boarding or during the journey, by presenting the original valid documents issued by the competent administration and which were used to obtain the discounts applied at the time of purchase of the ticket.

Similarly, if other types of discounts established by law may be applied, the beneficiary of such discounts must be able to duly prove their condition by presenting any documents or requirements that may be required.
 

Pre-trip information

The following information will be provided by the COMPANY upon request by the traveller:
1.    General conditions applicable to the contract.
2.    Timetables and conditions for the fastest journey.
3.    Timetables and conditions for all available fares, prominently displaying the cheapest fares.
4.    Accessibility, accessibility conditions and availability of on-board facilities for disabled persons and persons with reduced mobility.
5.    Availability of bicycle capacity and access conditions.
6.    Seats or places available in the different existing classes.
7.    Activities that may disrupt or delay services (planned and real time).
8.    Availability of on-board facilities, including Wifi and toilets.
9.    Availability of on-board services, including assistance to passengers provided by the COMPANY's personnel.
10.    Pre-purchase information indicating whether the ticket(s) constitute a combined ticket.
11.    Procedures for recovering lost luggage.
12.    Complaints procedures.

Information during the journey

The COMPANY shall provide travellers with the following information during the journey:
1.    On-board services and facilities specific to each train, including Wi-Fi.
2.    Station stops.
3.    Potential disruptions and delays (planned and real time)
4.    Main liaison services of the COMPANY.
5.    Mandatory security issues.
 

The COMPANY has several different areas on board its trains according to which it determines the commercial service the COMPANY offers. Customers will be informed of the features of each service through the COMPANY sales channels. 

Transport tickets issued by the COMPANY shall be valid exclusively for the day, train, level of service and seat specified in the ticket. 

The COMPANY only offers the services specified in the ticket. The COMPANY will not offer services on the same ticket that contain links to other services, whether or not they are operated by the COMPANY, without prejudice to the fact that they may be sold or offered by third parties outside the COMPANY.

Customers can purchase tickets at assistance and ticket offices at stations (Espacios Iryo), authorised retailers, through the website www.iryo.eu, on the mobile application and any through other channel or technological tool that will be identified and authorised by the COMPANY to ensure maximum distribution. 

The customer must check the details of the ticket at the time of issue: date of travel, origin and destination, train, class, service and fare, and that they are in accordance with the customer's request. Any complaint about the ticket issued and the amount of the ticket must be made at that moment and , no later complaints will be accepted.

Cancellation by the customer of tickets issued shall be possible, where appropriate, depending on the specific conditions to which the ticket is subject according to the fare purchased. 

If cancellation of the ticket is permitted, it shall entail, where applicable, a penalty in accordance with the conditions of sale applicable to the fare of the ticket purchased by the customer. 

The refund will be made for the corresponding amount, and will be communicated automatically via the e-mail address indicated during the purchase process. The refund will be made by means of the same payment method used by the customer for the purchase or by means of a voucher. 

In the event that the amount obtained from the refund is reimbursed to the customer by issuing a voucher, the new tickets to be paid for using the voucher must be purchased and used within a maximum period of 1 year from the issuance of the voucher. 

The refund request shall be made within 7 days of the cancellation request. The COMPANY shall not be held liable for any delays which are the responsibility of the issuers of the bank cards of the Customers. However, certain types of tickets may be subject to special cancellation conditions.

The payment of the amount of the tickets, as well as all the services complementary to the purchase of the ticket offered by the COMPANY, will be made by electronic means of payment or, if the purchase is carried out through authorised distributors, by the payment means authorised by the different purchase channels. 

Luggage

Luggage is defined as hand baggage that the customer can carry with them, that is easily transportable and intended for the trip, and that does not exceed the maximum dimensions of 70x55x35 cm. 

The COMPANY will grant the passenger a baggage allowance that may vary according to the services contracted, as specified in the General Conditions of Sale applicable to each tariff, where the baggage allowance applicable to that type of tariff will be expressly indicated.

Bicycles 

The use of bicycles is permitted in accordance with the general terms and conditions of sale.

Pets or domestic animals

Pets or domestic animals are allowed. The weight and transport instructions are specified in the general conditions of sale from time to time. Pets shall be understood as small companion animals, meaning dogs, cats, ferrets and birds other than poultry. 

The animal must comply with health, hygiene and safety conditions valid from time to time , and have the required documentation in accordance with current legislation. Custody and supervision of pets is the sole responsibility of their owners/carriers. 

There is no additional cost for guide dogs and assistance dogs, and they are not subject to weight nor transport restrictions applicable to other pets, and may travel with their owner. 

Trainers and socialisation agents have the same access rights as users of guide dogs and assistance dogs when accompanied by them during training. For this purpose, trainers and socialisation agents shall be properly identified. 

Domestic animals or pets referred to as "emotional support" are allowed as long as, in addition to the corresponding identification of the pet, the client presents the medical certificate that certifies them as "emotional support" during the trip.

Baby prams

As instructed by COMPANY personnel, baby prams must be folded and stored properly. 
 

The carriage of packages containing hazardous materials such as: explosives, flammable, flammable, chemical or toxic, radioactive, biochemical or corrosive products is absolutely prohibited. 

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

It is not permitted to transport scooters, electric or not, electric bicycles or boxes or other packages or objects that are not considered as luggage according to the definition set forth the previous paragraph, or that exceed the permitted measures determined by the COMPANY in the general conditions of sale. 

The COMPANY must expressly authorise the carriage of any baggage that does not comply with the above conditions on the train, at the passenger's request, at the assistance and ticket offices in the stations (Espacios Iryo) or through the Customer Service Department. Failure to obtain the above authorisation may result in the impediment of access to the train or the obligation to disembark.

It is the sole responsibility of the customer to handle and guard their luggage. 

Customers must properly place the luggage they are carrying in the places designated for this purpose, avoiding causing possible damage or inconvenience to other passengers and staff on board the trains, as well as damage to equipment and disrupting railway operations.  

The age of the baby or child at the time of booking will be taken into account (in the case of a return journey, the age of the baby or child at the time of the outward journey will be taken into account). 

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

The COMPANY does not provide travel services for unaccompanied minors. The COMPANY recommends that minors always travel with an adult. Children under the age of 14 must always be accompanied by an adult.

-    Babies and children from 0 to 3 years of age:

Babies and children aged 0-3 travel free of charge. They must travel on the lap of an adult and may not occupy a seat on the train. They must use the baby changing facilities in the train toilets and purchase and carry a free ticket. 

Babies and children from 0 to 3 years old can also travel by occupying a seat on the train, paying the same fare as children from 4 to 13 years old and reserving their seat through Customer Services Department.

-    Minors between 4 and 18 years of age:

Children between 4 and 13 years of age have a discount on the children's fare available in the COMPANY sales channels.

Minors aged between 14 and 18 pay a standard fare.

Accessibility

According to the applicable regulations, the organization known as Administrador de Infraestructuras Ferroviarias (hereinafter, “ADIF”) is the competent body to ensure access for disabled persons and persons with reduced mobility to stations and boarding areas so that they can board and disembark the train. 

The spaces reserved for wheelchair users and persons with reduced mobility on the trains of the COMPANY are strictly reserved for them. The COMPANY reserves the right to request proof of disability or reduced mobility. Similarly, the COMPANY reserves the right to cancel the ticket of a passenger or to require them to leave the train when they are occupying a seat reserved for wheelchair users or passengers with reduced mobility without meeting the required conditions.

Assistance at stations

1- Communication and information:
The COMPANY provides disabled persons and persons with reduced mobility with all information on the accessibility of the rail services offered, as well as the conditions of access to the rolling stock and about the facilities on board the train.

2- Accessibility and the need for accompaniment:
According to the applicable regulations, ADIF, in its capacity as manager of the railway infrastructure and in particular of the stations, is responsible for ensuring access for disabled persons and persons with reduced mobility to stations and boarding areas, so that these persons can board the outbound train and disembark the inbound train. 

For its part, the COMPANY, through the services contracted with ADIF, ensures the boarding and alighting of trains and, within them, accessibility to its on-board services and equipment. The COMPANY collaborates with ADIF so that disabled persons and persons with reduced mobility can enjoy a safe journey according to the rights granted to them by any applicable laws and regulations. 

The COMPANY, as the rail service provider, is liable to the passenger, except in cases of force majeure or extraordinary circumstances, in the event of cancellation, interruption or delay of the service. 

Therefore, the customer may be reimbursed and/or compensated, according to the terms of the legislation in force and according to these general conditions of carriage, when there is a breach of the terms of the contract of carriage signed between the COMPANY and the passenger. 

Cancellations

Cancellation of the journey is understood to be the impossibility of starting the journey under the conditions foreseen in the ticket. 

In the event of cancellation of a scheduled trip by the COMAPANY, the COMPANY will do its utmost to inform the customer as soon as possible and in the most convenient manner. 

In the event of cancellation of the journey, the passenger shall be entitled to a refund of the price paid for the service. 

If the cancellation is made within 48 hours of the scheduled departure, the COMPANY shall be obliged, at the passenger's option, to provide re-routing on another train or other means of transport under equivalent conditions to those agreed, or to refund the price paid for the service. 

If the passenger is informed of the cancellation of the journey within 4 hours before the start of the journey, they are also entitled to compensation equal to twice the price of the ticket.

Interruptions

Interruption of the journey is understood to mean the stoppage of the journey while it is taking place. 

In the event of interruption of the journey, the COMPANY shall be obliged to provide the passenger, as soon as possible, with transport on another train or another mode of transport, under conditions equivalent to those agreed. 

In addition, if the interruption exceeds one hour, the COMPANY shall be obliged, where appropriate, to bear the costs of the traveller's board and lodging for the duration of the interruption.

Delays

In the event of a change in the schedule given on the ticket before the departure the COMPANY will do its utmost to inform the customer as soon as possible and in the most convenient way. 

In the event that the carriage suffers a delay of at least 60 minutes at the arrival station with respect to the timetable foreseen on the ticket, and except in the case of extraordinary circumstances or force majeure, the COMPANY will compensate the passenger for this delay, without the passenger losing his or her right to transport, under the following conditions:

•    50% of the price of the ticket used in the event of a delay of more than 60 minutes in the arrival at the destination.
•    100% of the amount of the ticket concerned, in the event of a delay in arrival at destination of more than 90 minutes.
 

Notwithstanding the above provisions regarding cancellations, interruptions and delays, the COMPANY may generally provide for more favourable compensation if it deems it appropriate to do so. 

Where it is appropriate to compensate the Traveller, compensation will be made in the form of vouchers as a first option, and by a refund of the electronic means of payment used by the Traveller for the purchase if the Traveller does not wish to receive the voucher and expressly requests the refund. 

The passenger is not entitled to compensation if the COMPANY informs the passenger of the delay prior to purchase or if the duration of the delay is less than 60 minutes, as well as in the cases referred to in Article 19 paragraph 10 of Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations, and in case of force majeure, in accordance with the provisions of Article 88.2 of Royal Decree 2387/2004, of 30 December, which approves the Railway Sector Regulations. 

In the event of a delay in departure or arrival, or the cancellation of a service, the COMPANY shall keep passengers informed of the situation and the estimated time of departure and arrival of the service or substitute service as soon as such information becomes available. 

If the delay referred to in the previous paragraph is at least 60 minutes, or if a service is cancelled, the COMPANY will provide assistance to passengers in accordance with the conditions laid down in the applicable legislation.

The COMPANY reserves the right to refuse admission to its trains, services, assistance and ticket offices at the stations (Espacios Iryo). 

Passengers must possess the appropriate ticket upon boarding the train. Access may be denied to those who fail to produce a ticket or submit to mandatory security checks. 

Passengers must refrain from endangering the safety of the transport, crew, or other passengers while on board the train. They must also comply with all legal obligations applicable to the train space without disturbing the normal course of the journey. 

Consuming alcoholic drinks not sold by COMPANY personnel is prohibited on board the train. The passenger must ensure that any drinks they carry are securely closed for transport. 

All passengers must comply with the instructions of the train crew at all times. In all cases, crew members must ensure compliance with safety and behavioural rules. They may deny access to the train or require passengers who do not comply with these rules to leave the train, along with any objects they are carrying. Any physical or verbal aggression towards a crew member or passenger on the train will be considered as such. 

In the situations mentioned above, passengers will not be entitled to any refund. This is without prejudice to the COMPANY's right to demand compensation for any damages caused, or administrative penalties or other sanctions that may be imposed on the passenger by the competent Administration or Judicial Authority. 

A passenger who fails to present a valid ticket will be required to pay a surcharge of three hundred (EUR 300) euros in addition to the fare for the used carriage. 

If a passenger refuses to pay the carriage charge or surcharge immediately, they may be removed from the carriage. 

If payment is made immediately, a 50% surcharge reduction will be applied, with no reduction to the journey fare. 

If the traveller refuses to pay the fare but agrees to pay the surcharge within 15 days, a 25% reduction of the surcharge will be applied to the amount payable. The fare for the journey will not be reduced. Passengers can 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 will lodge the corresponding complaint with the State law enforcement agencies.  

Transfers with other means of transport or trains of different railway companies, under the corresponding combined ticket, shall be regulated according to the provisions of the legislation in force, as well as in the agreements and contracts Signatures between the different companies.

Passengers' rights 

The COMPANY's service users shall have the following rights:

1.    To have access to the publication, sufficiently in advance, of the timetable of services and the corresponding prices. 
2.    To contract for the provision of rail services to or from any station in which the COMPANY operates and where passengers are picked up or set down.
3.    To receive the service in adequate conditions of safety and quality, paying, where appropriate, the corresponding prices according to the applicable tariffs and fees.
4.    To hold a transport contract with the COMPANY in accordance with the legislation in force on land transport and consumer and user protection.
5.    To be informed of the procedures established to resolve disputes that may arise in connection with rail transport.
6.    To be compensated for the damages caused to them, in the event of non-compliance by the COMPANY of the obligations that correspond to them, in accordance with the provisions of the applicable regulations.
7.    Passengers can access information about the insurance policies and guarantees that the COMPANY has contracted to ensure its liability. This information is available at the Assistance Offices and ticket sales at the stations (Espacios iryo), on the website www.iryo.eu, on the mobile application, through the Customer Service Department, on the travel agency portal, as well as other distribution channels authorised by the COMPANY.
8.    To be informed of the existence of these General Conditions, which shall be at their disposal in the same terms as those set out in the previous section. 
9.    Any others recognised by the regulations in force.

Customers will also have the right to make claims for any breach of the transport contract produced during the provision of a passenger transport service and may be submitted both electronically and physically, in ticket sales facilities (Espacios iryo), stations or trains of the COMPANY that has provided it, within a period of 3 months from the time they have knowledge of the event that caused them.

Obligations of travellers

Users of the services provided by the COMPANY shall have, among others, the following obligations:
1.    To hold, for the duration of the journey, a valid ticket.
2.    To follow the indications given by the COMPANY in relation to the correct provision of the service, as well as the indications to this end on the signs placed in view in the facilities and cars.
3.    To respect the measures and controls that may be established in terms of civil protection and security.
4.    The client must take the necessary precautions and ensure, as far as they are concerned, the safety and security of themselves, persons and animals in their custody, as well as the safety of their belongings.

Passengers are not allowed access to areas for the exclusive use of the COMPANY, except in the cases foreseen or authorised. Passage through COMPANY service areas is permitted only if necessary for the passenger service. 

It is forbidden to open the external doors of carriages and to get in or out of them when they are not completely stopped. 

It is also forbidden to board or alight on the opposite side to that established for the passenger service or through openings other than those intended for that purpose. 

Passengers must use train equipment only for its intended purpose. Safety equipment should only be used in case of emergency. 

The General Terms and Conditions will not apply if the “CIV” Regulations provide grounds for exemption for different cases of liability.
 

Any request for information, clarification, claim or complaint may be sent to the COMPANY's Customer Service Department and through the website www.iryo.eu, in order to keep track of the requests received. You can access the passenger claims and accidents platform by clicking here. 

It will also be possible to send the application by post to the offices of the COMPANY, whose address is Calle Méndez Álvaro, 55-61, Edificio Boreal, Planta 6º (28045, Madrid). 

Likewise, the COMPANY has a complaints book/sheets available to customers, which can be requested from attendants on trains and at the Assistance and Ticket Sales Offices at stations (Espacios iryo). 

Similarly, it will be possible to access and download the official form for complaint forms e electronically, through the website electronically, through the website www.iryo.eu. 

Customer Services will respond within one month. If this is not possible, they will inform the customer of the new deadline. The period for resolving the complaint shall not exceed three (3) months from the date of receipt. 

In the event that the traveller does not receive a favourable response to his interests from the COMPANY's Customer Service Department, he may take the appropriate action that he deems pertinent before the courts. 

The COMPANY, in accordance with the power granted to it by article 1.3 of Royal Decree 713/2024, of 23 July, approving the Regulations governing the Consumer Arbitration System, does not submit itself to the consumer arbitration mechanism or, in particular, to the Consumer Arbitration Boards or the Transport Arbitration Boards. Accordingly, ILSA reserves the right to refuse any request for arbitration notified to it.

In order to guarantee the fundamental right to the protection of personal data, travellers are informed that in order to provide the contracted transport service it is necessary to process their data, so that INTERMODALIDAD DE LEVANTE, S.A. must access and collect their identification data, the details of the journey or the preferences they express regarding the conditions of transport. On the other hand, personal data may also be used to receive marketing communications relating to the services contracted with the COMPANY, only if authorised by the Customer or on the basis of the contractual relationship. The COMPANY will retain customer data in accordance with the periods of time indicated in the specific legislation applicable to the processing carried out or, where appropriate, until the customer requests the deletion of their information or expresses their opposition to the processing collected here. The data will not be communicated to third parties unless legally obliged to do so or required by an administrative or judicial authority. 

In the event that the customer requires the provision of the train access assistance service, due to being a passenger with special needs or reduced mobility, the COMPANY will communicate their details to the Public Business Entity ADIF, which will be responsible for the provision of the train escort, boarding and departure service. You may consult the Privacy Policy here. 

Thus, in order to correctly manage the service provided by the COMPANY, the customer's data will be communicated to the payment platforms that will manage the purchase data. 

In addition, in the event that the passenger contracts catering services on board the trains, communicating his/her food preferences, these data must be communicated to the company GATE GOURMET SWITZERLAND GMBH so that it can provide the requested service. Apart from these cases, the customer's personal data will not be shared, except at the request of judicial and/or administrative authorities, State Security Forces and Corps, or in order to comply with legal obligations. International transfers to countries outside the European Economic Area (EEA) shall not be made either. 

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 and repealing Directive 95/46/EC (hereinafter, “GDPR” or “the Regulation”), and Law 3/2018 on the Protection of Personal Data and Guarantee of Digital Rights (hereinafter, “LOPDGDD”), customers have the following rights:

1.    Right to 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 regulations and to ensure compliance with the obligations of INTERMODALIDAD DE LEVANTE, S.A. as the responsible party, a procedure has been adopted and implemented with the aim of managing requests for the exercise of rights received from interested parties in order to deal with them and respond to them in due time and form. To exercise your personal data protection rights, please send an e-mail with the subject "EXERCISE YOUR RIGHTS" to [email protected] or write to the following address: Calle Méndez Álvaro, 55-61, Edificio Boreal, Planta 6º (28045, Madrid). You may also file a complaint with the Spanish Data Protection Agency on its website www.aepd.es, in the event that your rights have not been duly addressed. You can always access our updated privacy policy on the website: 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.    Law 38/2015 of 29 September, on the railway sector.
4.    Royal Decree 2387/2004 of 30 December, approving the Railway Sector Regulations.
 

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