Purchase conditions

  1. General conditions

    These General Conditions of Sale (hereinafter "Conditions of Sale") govern the conditions of sale of high-speed rail passenger transport services and associated services provided by INTERMODALIDAD DE LEVANTE, S.A. (hereinafter the "COMPANY" or "ILSA"). ILSA reserves the right to modify these Conditions of Sale, if it deems it appropriate. Such modifications shall apply to ticket purchases made from the date of entry into force of the new Conditions of Sale.

    These Conditions of Sale are available for consultation on the website (www.iryo.eu), at the assistance and ticket sales offices at the assistance offices and ticket sales at the stations (Casas iryo) and at the Call Center.

    The terms "reservation" and "purchase" of the ticket are used interchangeably in these Conditions of Sale. This is because, after the payment of the seats and options offered by the COMPANY, the latter proceeds to their validation and the immediate issuance of the ticket purchased.

  2. Transportation title

    The ticket is the document that formalizes the contract of carriage between the COMPANY and the passenger. It is an electronic ticket with Aztec code that can be presented in a printed paper document or in a digital device.

    The ticket is personal and non-transferable. If the personal information on the ticket does not match the documentation presented at the access control, the right to enter the train may be denied.

    One-way or round-trip purchases can be made, and the maximum number of passengers per reservation is nine, regardless of whether it is one-way or round-trip.

  3. Official channels

    The COMPANY's official channels for the end consumer are: the website (www.iryo.eu), the mobile application available on Google Play (Android) and App Store (IOS), Call Center and the assistance offices and ticket sales at the stations (Casas iryo).    


    In addition, there is an exclusive channel for agencies through the website (www.agencias.iryo.eu) and commercial agreements with third parties that allow the distribution of COMPANY tickets.


    The functionalities detailed in this document that refer to the mobile application may be subject to its availability. All the functionalities of the mobile application can be performed through the Call Center or in assistance offices and ticket sales at the stations (Casas iryo).


    The official channels for obtaining legal benefits, such as Large Family are: the COMPANY's website (www.iryo.eu), our Call Center, agencies through the website (www.agencias.iryo.eu), assistance offices and ticket sales at stations (Casas iryo).

  4. Purchase process

    The completion of the purchase by the customer implies acceptance of and adherence to the Terms and Conditions of Sale defined in this document.

    Payment methods

    The price of the tickets is in Euros. The payment of the purchase may be made through the methods admitted by the COMPANY. After validating the payment, the COMPANY will proceed to its confirmation via e-mail.

    The prices are those in force at the time and date of purchase. The methods of payment accepted by the COMPANY are the following:

    • • Payment cards accepted by ILSA:
    • Credit or Debit Cards (VISA, Mastercard, American Express).
    • • Paypal.
    • • Purchase vouchers or vouchers. The validity and conditions of the voucher are defined by its reason and typology. They can be used several times in case the balance is higher than the purchase amount, except in cases where otherwise provided.
    • • Club Yo loyalty card iryo points. The equivalence between the points and the economic value in euros will be detailed in the club Yo description on the website (www.iryo.eu/en/yo-club. This option may be subject to the start and availability of the associated program.

    Purchase confirmation

    In the purchase confirmation email received by the purchaser, the tickets of all passengers of the purchase are attached in PDF format. The e-mail address is the one indicated during the purchase process. In the case of including several passengers in a reservation, the purchaser is responsible for sharing the tickets with the rest of the passengers.

    The purchase can be consulted through the website (www.iryo.eu) and in the mobile application in the case of having made the purchase under a registered profile and with the session logged in or by adding the following information: Last name of the traveler and reservation code or date of travel and reservation code (in the case of the mobile application, it is allowed to scan the Aztec code through the camera of the mobile device).

    The COMPANY is exempt from any liability in case the purchaser does not receive this email with the reservation for reasons not related to the breach of its obligations (case of force majeure, error in the email address sent to the COMPANY by the customer, inadequate configuration of the purchaser email inbox, etc.).

  5. Changes and cancellations

    Ticket changes can be made up to before the scheduled departure time. Changes associated with the ticket can be made through the iryo mobile application, Call Center and at the assistance offices and ticket sales at the stations (Casas iryo).

    The conditions for changes are defined according to the fare purchased. Under no circumstances is it allowed to add new passengers to the reservation.

    In the event of changes, the new tickets issued will be valid (in electronic or printed paper format) for access on board. The tickets before the modification will be invalidated.

    Ticket changes

    1. Changes for the travel day. All tickets allow time changes on the same day of travel up to 30 minutes prior to scheduled departure. In the case of a round-trip reservation, the departure journey may not be changed, in any case, after the return journey.

    2. 2.    Changes of date. All tickets allow the change of travel date. Fares that include "Abierta" flexibility allow changes up to 30 minutes prior to scheduled departure, all other fares allow changes up to 24 hours in advance. In the case of a round-trip reservation, the departure journey may not be changed, in any case, after the return journey.

    3. Missed train. All tickets (except the Inicial fare) allow the passenger to be rebooked on the next immediately available train if the management and expedition of the new ticket within 2 hours of the scheduled departure time of the train. The relocation will be subject to availability of the new train with the fare of the ticket and in no case the passenger will be able to choose the departure time of the new train. Changes of missed train are made at the same fare as the ticket and are subject to train availability. This procedure must be managed through the Call Center or at the assistance offices and ticket sales at the stations (Casas iryo).

    The changes indicated above are subject to availability and the change of the holder's name is not allowed in the cases indicated above. If the price of the new ticket is lower than the original, the difference in price will not be refunded.

    Change of ticket holder´s name

    The change of ticket holder name can be made on all tickets up to 30 minutes before the scheduled departure time through the Call Center.

    It is the passenger responsibility to make the change of cardholder and comply with the conditions, if any, associated with the ticket. In the case of having a discount associated with the personal condition of the original holder, it is the responsibility of the new holder to make the change and comply with such requirements. Failure to present the document proving the discount is considered an irregular situation.

    Changes in ancillary services

    Changes in ancillary services associated with the purchase or independently of it are not allowed (cancellation is allowed, see section "Cancellation"). In the case of making changes to the ticket with gastronomy included, the gastronomy is not maintained.

    Cancellation

    Cancellations can be made up to 30 minutes before the scheduled departure time. Cancellations can be made through the website (www.iryo.eu), on the iryo mobile application, at the assistance and ticket sales offices at the stations (Casas iryo) or by contacting the Call Center.

    The customer must proceed to cancel the ticket(s) according to the cancellation conditions associated with the fare, in case that the customer is unable to travel.

    Any ticket issued may be cancelled and refunded according to the conditions set out in the description of the fare purchased.

    These cancellations must be made on the COMPANY's website (www.iryo.eu), at assistance offices and ticket sales at the stations (Casas iryo) or through the Call Center.

    For round-trip tickets where the outbound journey has already been used, the return journey may be cancelled up to 30 minutes before the scheduled departure, and the refund will be subject to the fare conditions included in the reservation.

    Individual ticket cancellations must be made through the iryo application or Call Center more than 30 minutes in advance.

    Ancillary services cancellations

    The cancellation of ancillary services together with the ticket is possible and must follow the same process as the previous point: "Cancellation of the reservation". The refund conditions depend on the ancillary service cancelled.

    Cancellation of the ancillary pet service separately from the ticket must be made through the Call Center. The other ancillary services defined in this document cannot be cancelled independently from the ticket.

    Fare upgrade

    The fare upgrade, after completing the purchase process and up to 30 minutes before the scheduled departure time, must be made through the assistance offices and ticket sales at the stations (Casas iryo) or through the Call Center. If the upgrade can be made, the difference in price, if any, must be paid.

  6. Ancillary services

    Ancillary services are purchased and paid during the purchase process. Add-ons can be added through the Call Center after purchase.

    Gastronomy

    The ancillary gastronomic services are available for all the fares (except the infinita class) when the purchase is made more than 24 hours in advance of the scheduled train departure time.

    In case of cancellation of the reservation or ticket more than 24 hours before the scheduled train departure time, 80% of the ancillary service will be refunded. If the cancellation is made less than 24 hours before the scheduled departure time of the train, the ancillary service will not be refunded.

    In case of a ticket change, the ancillary service must be requested again within 24 hours prior to the scheduled departure time of the train. It is not possible to cancel the ancillary service individually and independently from the ticket or reservation.

    The Infinita Bistró fare does not allow the cancellation of the associated menu, as it is part of the fare and not an ancillary service.

    Pet

    The ancillary pet service allows you to add one pet or domestic animal per person. This ancillary service is available for all fares (except Infinita and Infinita Bistró fares where it is included). For all rates, it must be added during the purchase process in the "Addons" section, regardless of whether it is included or not. Cancellations can be made up to 30 minutes before the scheduled departure time of the train.

    In case of cancellation of the reservation or ticket that includes the ancillary pet service, a refund of 80% of the ancillary service will be applied. In the case of cancellation of the ancillary service individually and independently of the ticket or reservation, 80% of the ancillary service is reimbursed.

    Green complement

    There are two types of green ancillary services and they are available for all fares. There is no maximum limit on the number of ancillary services associated with the ticket and they can be added on a one-way or round-trip basis. In case of cancellation, the amount will not be refunded.

    Free Cercanias

    This ticket allows access to the Cercanías service operated by Renfe Viajeros as the responsible carrier, under the conditions defined according to Renfe's travel policy contained here

  7. Reimbursement

    The detailed information regarding the cancellation of reservations, tickets and/or ancillary services contained in this document, in addition to the description of fares and supplements on the website (www.iryo.eu) govern the amounts and conditions of reimbursement to the customer.

    The refund conditions are defined according to the fare purchased on the ticket. In case of loss of the train by the traveler at the departure station, the traveler will be entitled to be rebooked on another train on fares that include this option, but not to request a refund.

    The refund is made in the same form of payment used in the purchase process. In the case of a change with an amount lower than the original price, the difference will not be paid.

    A traveler who is denied access to the train with animals not indicated in the purchase will not be entitled to compensation or reimbursement of any kind.