Purchase conditions. Entry into force: 19/12/2023

  1. General Provisions

    These General Conditions of Sale (referred to as 'Conditions of Sale') regulate the sale of high-speed rail passenger transport services and associated services provided by INTERMODALIDAD DE LEVANTE, S.A. (hereinafter referred to as the 'COMPANY' or 'ILSA'). ILSA reserves the right to modify these Conditions of Sale if necessary. These changes will apply to ticket purchases made after the new Conditions of Sale come into effect.

    The Conditions of Sale can be accessed on the website (www.iryo.eu), at station ticket sales and assistance offices (Casas iryo), and through the Customer Service Department.

    The terms 'reservation' and 'purchase' of the ticket will be used interchangeably in these Conditions of Sale. After the COMPANY receives payment for the selected seats and options, it validates the purchase and issues the ticket immediately.

  2. Ticket

    The ticket formalises the transport contract between the COMPANY and the passenger. The Aztec-coded electronic transport ticket can be presented either on a printed paper document or on a digital device.

    If the information on the ticket does not match the documentation presented at the access control, boarding to the train may be denied.

    You can make purchases for one-way or round-trip travel. The website (www.iryo.eu), station ticket sales, assistance offices (Casas iryo), and Customer Service allow a maximum of nine passengers per booking, regardless of whether it is a one-way or round trip.

  3. Official platforms

    The COMPANY provides various platforms for end consumers to access their services, including the website (www.iryo.eu), a mobile application available on Google Play (Android) and App Store (iOS), customer service, and assistance and ticket sales offices at the stations (Casas iryo). 

    Furthermore, a dedicated web platform is available for agencies at www.agencias.iryo.eu. Additionally, Distributor Platforms are available through a commercial agreement with the COMPANY, under the conditions advertised by them and their full responsibility. If you experience any technical difficulties using a Distributor Platform or have questions about the terms and conditions of the distribution service, please contact the person in charge of the Platforms.

    The functionalities described in this document that pertain to the mobile application may be subject to its availability. Customers can perform all mobile application functions either through the Customer Service Department or at the assistance and ticket sales offices located at the stations (Casas iryo).

    The official platforms for obtaining legal benefits, such as large family [familia numerosa, according to the conditions and definition in Spanish law] benefits, are the COMPANY's website (www.iryo.eu), customer service, agencies via the website (www.agencias.iryo.eu), assistance offices, and ticket sales at stations (Casas iryo).

  4. Purchase procedure

    By completing the purchase, the customer agrees to and accepts the Conditions of Sale outlined in this document.

    Payment methods

    Ticket prices are displayed in euros. Payment for the purchase can be made through the means accepted by the company or through the Distributors. In the latter case, under the conditions they advertised and with full responsibility on their part. Upon validation of the payment, the COMPANY will send a confirmation email. 

    The prices are valid at the time and date of purchase. The COMPANY accepts the following methods of payment:

    •    ILSA accepts the following payment cards:
    o    Credit or Debit Cards (VISA, Mastercard, American Express, Diners)
    •    Paypal.
    •    Purchase vouchers. The validity and conditions of the voucher are determined by its reason and type. If the balance exceeds the purchase amount, they can be used multiple times, unless otherwise specified.
    •    Iryos of the Yo Club loyalty card. The conversion rate between the points and their corresponding economic value in euros will be detailed during the final step of the purchase process. 

    Confirmation of purchase

    The purchase confirmation email includes PDF attachments of tickets for all travellers included in the purchase. The email address used during the purchase process will receive the confirmation email. If multiple travellers are included in the same booking, the buyer is responsible for sharing the tickets with them.

    To view your purchase, please visit our website (www.iryo.eu) or log in to our mobile application using your registered profile. Alternatively, you can access your purchase by providing the following information: Please provide either your surname and booking code or the date of travel and booking code.

    The COMPANY shall not be held liable if the customer fails to receive the reservation confirmation email due to reasons beyond the COMPANY's control, such as force majeure, an error in the email address provided by the customer, or an inadequate configuration of the customer's email inbox.

  5. Changes and cancellations at the customer's request

    Changes to tickets can be made according to the terms defined in the following sections. Changes related to the ticket can be made through the iryo mobile application, the Customer Service Department, the iryo website (www.iryo.eu), and at station ticket sales and assistance offices (Casas iryo).

    The conditions for making changes are determined by the purchased fare. The addition of new passengers to a booking is not permitted under any circumstances.

    If changed, the new tickets issued will be valid tickets (electronic or printed) for boarding. Tickets issued prior to the change will no longer be valid. 

    Changes to the ticket

    1.    Time changes on journey day All tickets allow time changes on the day of travel. Changes can be made up to 30 minutes before the scheduled departure time. Under no circumstances may the outward journey be changed to a return journey in the case of a return booking.

    2.    Date changes. All ticket types allow you to change the date of your journey. “Open” fares allow changes up to 30 minutes before scheduled departure, while all other fares allow changes up to 24 hours in advance. Under no circumstances may the outward journey be changed to a return journey in the case of a return booking.

    3.    Changes due to missing your train All tickets (except Initial Fare) allow the passenger to be rebooked on the next immediately available train, provided the new ticket is processed and issued no later than 2 hours after the scheduled departure time of the train. The transfer is subject to the availability of the new train at the ticket price and in no case can the passenger choose the departure time of the new train. Changes due to missed trains are made at the same fare as the ticket. They are subject to availability of the next train. This procedure must be carried out through the Customer Service Department or at the Assistance and Ticket Offices in the stations (Casas iryo).

    The above changes are subject to availability. In none of these cases is it permitted to change the name of the ticket holder. The difference in price will not be refunded if the price of the new ticket is lower than the price of the original ticket.

    Transfer of ticket holder

    All tickets can be rebooked up to 30 minutes before scheduled departure by contacting Customer Service.

    The change of holder and compliance with any conditions attached to the ticket is the responsibility of the passenger. If a discount is linked to the personal status of the original holder, it is the responsibility of the new holder to make the change and meet these requirements. It is considered an irregular situation if the document proving the discount is not presented.

    Changes in complementary services

    You are not permitted to make changes to complementary services that are associated with or independent of the purchase. On the other hand, cancellation is allowed (see "Cancellation" section). Included food services will not be retained in the event of a change to a ticket that includes food.

    Cancellation

    Cancellations can be made up to 30 minutes prior to the scheduled time of departure. Cancellations can be made via the website (www.iryo.eu), the iryo mobile app, at station ticket and assistance offices (Casas iryo) or by contacting Customer Services. 

    If the customer is unable to travel, they must cancel the ticket(s) in accordance with the cancellation policy applicable to their fare.

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

    These cancellations must be made through the company's website (www.iryo.eu), the iryo mobile application, the assistance and ticket offices at the stations (Casas iryo) or through the Customer Service Department.

    For return tickets where the outward journey has already been made, the return journey may be cancelled up to 30 minutes before the scheduled departure time and the refund will be subject to the fare conditions included in the booking.

    If you wish to cancel one or more tickets individually, you must do so via the Company's website (www.iryo.eu), mobile application or Customer Service Department.

    Cancellation of complementary services

    It is possible to cancel complementary services together with the ticket. The procedure is the same as above: "Cancellation of the reservation". Depending on the complementary service cancelled, the conditions for reimbursement will vary.

    Customer Service must be contacted to cancel the pet service separately from the ticket. Independently of the ticket, the other complementary services defined in this document cannot be cancelled.

    Fare Upgrade

    The fare upgrade must be made at the assistance and ticket offices at the stations (Casas iryo) or at the Customer Service Department, once the purchase process has been completed and up to 30 minutes before the scheduled departure time. If there is a possibility of an upgrade, any difference in price will have to be the subject of payment.

  6. Luggage, bicycles and complementary services

    Luggage

    Travellers will be charged a different free baggage allowance according to the services contracted, depending on the application to each fare, as follows:

    •    In the Initial rate, 2 pieces are allowed: 
        1 bag measuring maximum 55x35x25 cm.
        Hand luggage with maximum dimensions 36x27x15 cm.

    •    In the Singular, Singular Open, Singular Only You and Singular Only You Open tariffs, 3 pieces are included:

        1 bag with a maximum size of 70x55x35 cm.
        1 bag measuring maximum 55x35x25 cm.
        Hand luggage with maximum dimensions 36x27x15 cm.

    •    Infinita Bistró and Infinita Bistró Open rates include:
        1 bag with a maximum size of 70x55x35 cm.
        1 bag measuring maximum 55x35x25 cm.
        Hand luggage with maximum dimensions 36x27x15 cm.
        Pet weighing no more than 10 kg in a 60x35x35 cm crate.

    Bicycles

    The Customer is allowed to take one bicycle on board, depending on the space available and the number of people travelling. If you are travelling with a bike, you should request this from the assistance desk (Casas iryo) or from the Customer Service Department, 2 hours before departure. Bicycles that have not been disassembled and are not in a special, properly locked bicycle transport case are not permitted. The customer is allowed to carry one bicycle, provided that it is disassembled and placed in a special bicycle transport case, properly closed, and that it complies with the permitted dimensions, which must not exceed the following measurements: 90x120x40cm. 

    The loading, storage and unloading of bicycles shall be the responsibility of the people who are transporting them. The customer carrying a bicycle must at all times take due care to ensure the safety and comfort of other passengers, without causing danger or inconvenience to other passengers, and shall be liable for any damage caused to the train and to third parties. They are the sole responsibility of their owners for their safekeeping and supervision.

    Complementary services

    Additional services are purchased and paid for when purchasing. After purchase, add-ons can be added via Customer Service Department.

    Food Service

    The complementary catering services offered are available for all fares (except Infinita Bistró) if purchased more than 24 hours before the scheduled departure of the train. 
     No refund will be made if the cancellation is made less than 24 hours before the scheduled departure of the train.

    If you wish to change your ticket, you must reapply for the complementary service at least 24 hours before the scheduled departure of the train. Separate cancellation of the supplement from the ticket or reservation is not permitted.

    As the Infinita Bistró fare is part of the fare and not an additional service, it is not possible to cancel the associated menu.

    Pets or domestic animals

    •    Pets up to 10 kgs travelling in a carrier

    The complimentary pet service allows you to include one pet per person on your ticket. The pet must weigh no more than 10 kg and travel in a container measuring 60x35x35 cm. The carrier shall be carried either on the passenger's lap or placed on the floor under the passenger's seat or in a location that does not obstruct or impede the normal passage of other passengers and train crew. This additional service is available on all fares. It is not included in Infinita Bistró fares. Whether included or not, it must be added during the purchase process for all plans. Cancellations can be made up to 30 minutes before the train is scheduled to depart.

    A refund of 80% of the complimentary service will be made in the event of cancellation of the reservation or ticket that includes the complimentary pet service. In the event of cancellation of the complementary service separately and independently of the ticket or reservation, 80% of the ticket or reservation will be refunded.

    A passenger who is denied access to the train with animals not declared at the time of purchase will not be entitled to any compensation or reimbursement.

    Green Complement

    Available on all fares, there are two types of complementary services. There is no limit to the number of complimentary services associated with the ticket and they can be one-way or return. In case of cancellation, the amount will not be refunded.

    Free Cercanías Service

    ILSA train tickets allow you to buy two tickets for Cercanías or Rodalies de Catalunya (services operated by Renfe) in the city of origin and the city of destination linked to the ticket by the Aztec code.

    The Cercanías ticket may be purchased and used during the four hours before the scheduled departure time of the train from the point of origin and during the four hours after the train's arrival time at the destination, provided that the opening and closing times of the services operated by Renfe at each hub allow it, with no travel restrictions on travel zones.

    The corresponding Cercanías tickets will be made invalid for travel if the ILSA train ticket is cancelled.

    In any case, ILSA is not responsible for any incident related to the local train service, such as delays, non-availability or any other circumstance not attributable to the COMPANY.

  7. Refund

    The detailed information on the cancellation of reservations, tickets and/or complementary services contained in this document, as well as the description of tariffs and surcharges, can be found on the website (www.iryo.eu) and govern the amounts and conditions of reimbursement to the Customer. 

    The refund terms and conditions will be in accordance with the fare purchased on the ticket. If the passenger misses the train at the departure station, the passenger is entitled to be rerouted on another train at the fare that includes this option, but is not entitled to a refund.

    Refunds will be made in the same payment method used for purchase. The difference will not be refunded if the exchange is for less than the original price.

  8. Standardisation

    If the passenger does not have a valid ticket at the boarding gate, either on paper or on a digital device, and if the ticket does not include the additional services contracted, the passenger must immediately pay the amount necessary to standardise the situation and board the train.

    If the customer does not have a valid ticket, the following amounts must be paid: Initial fare EUR 98, Singular EUR 108 and Singular Only You EUR 128.

    The complementary pet service at the boarding gate will cost EUR 20. This service allows the carriage of one pet per person with a maximum weight of 10 kg, travelling in a container measuring 60x35x35 cm, under the conditions defined in this document.

    This standardisation will be carried out in the event of an irregular situation, always subject to the availability of the train, compliance with the boarding procedure and times, and the availability of the COMPANY's team of assistants.

General 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.
    • • Diners Club International
    • • 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.

  8. Programa “Verano Joven” del Ministerio de Transporte, Movilidad y Agenda Urbana

    The COMPANY allows the purchase of discounted tickets for young people between 18 and 30 years old, under the defined conditions that you can consult by clicking here. For more information on the MITMA program, please clic here.