Purchase conditions. Entry into force: 24/09/2026

These General Conditions of Sale (hereinafter, the “Conditions of Sale”) govern the conditions for the sale of high-speed passenger rail transport services and associated services provided by INTERMODALIDAD DE LEVANTE, S.A. (hereinafter, the “COMPANY” or “ILSA”) and marketed under the “iryo” brand.

ILSA reserves the right to amend these Conditions of Sale whenever it deems appropriate. Such amendments shall apply to ticket purchases made from the effective date of the new Conditions of Sale.

These Conditions of Sale are available for consultation on the COMPANY’s website (www.iryo.eu), at the station assistance and ticket sales offices (Espacios iryo) and through Customer Service.

These Conditions of Sale use the terms “booking” and “purchase” of the ticket interchangeably. This is because, once payment has been made for the seats and options offered by the COMPANY, they are validated and the purchased ticket is issued immediately.

The Conditions of Sale govern all bookings and, in particular, those for nine travellers or fewer. For bookings for more than nine travellers, the Special Conditions for Groups shall also apply. In the latter case, if there is any conflict between the Conditions of Sale and the Special Conditions for Groups, the latter shall prevail.

The travel document or ticket is the document that formalises the transport contract entered into between the COMPANY and the traveller. The ticket is an electronic travel document with an Aztec code that may be presented either as a printed paper document or on a digital device.

If the details on the ticket do not match the documentation presented at the access control, the right to board the train may be denied.

One-way or return journeys may be purchased. The maximum number of travellers per booking through the website (www.iryo.eu), the COMPANY’s mobile application, the station assistance and ticket sales offices (Espacios iryo) and Customer Service is nine, regardless of whether the booking is one-way or return. Bookings for more than nine travellers must be made through a travel agency or by contacting the COMPANY’s Groups Department.

The COMPANY’s official channels for travellers are the website (www.iryo.eu), the mobile application available on Google Play (Android) and the App Store (iOS), Customer Service and the station assistance and ticket sales offices (Espacios iryo).

An exclusive channel for agencies is also available through a dedicated website (www.agencias.iryo.eu). In addition, platforms operated by authorised Distributors are available under commercial agreements with the COMPANY. Tickets purchased from authorised Distributors shall be purchased under the conditions advertised by those Distributors and under their sole responsibility.

The COMPANY shall only be responsible for tickets purchased through official channels.

Any matter relating to technical difficulties in the use of an authorised Distributor’s platform or to the conditions of that distribution service must be addressed to the relevant Distributor.

The features described in this document that refer to the COMPANY’s mobile applications may be subject to their availability. All functions of the mobile applications can be carried out through the COMPANY’s website (www.iryo.eu), Customer Service or the station assistance and ticket sales offices (Espacios iryo).

The official channels for obtaining statutory benefits, such as the large-family discount, are the COMPANY’s website (www.iryo.eu), the COMPANY’s mobile application, Customer Service, agencies through the dedicated website (www.agencias.iryo.eu), and the station assistance and ticket sales offices (Espacios iryo).

Completion of the purchase by the purchaser implies acceptance of and adherence to the Conditions of Sale set out in this document.

4.1 Purchase price

The purchase price of tickets offered by the COMPANY shall be determined by a number of factors, including the selected service and date, origin and destination, the fare chosen by the traveller, the sales channel, and any taxes in force at the time of purchase. The purchase price is variable and may change depending on supply and demand for each service.

The COMPANY may also offer other services, products, promotions or offers that alter both the prices and the conditions referred to above. Detailed information on these services and products, as well as their conditions and prices, shall be available on the COMPANY’s website, through its various sales channels, at the station assistance and ticket sales offices (Espacios iryo) and through Customer Service. Purchasing such services and products implies acceptance of their conditions.

4.2 Payment methods

Ticket prices are stated in euros. Payment for the purchase may be made using the methods accepted by the COMPANY or through authorised Distributors. In the latter case, payment shall be subject to the conditions and payment methods advertised by those Distributors and under their sole responsibility. Once payment has been validated, the COMPANY shall confirm it by email.

The prices stated in euros are those applicable at the date and time the purchase is made.

The payment methods accepted by the COMPANY are as follows:

- Cash.

- Credit or Debit Cards (VISA, Mastercard, American Express, Diners, UATP, UnionPay).

- PayPal.

- Purchase vouchers. The validity and conditions of each voucher are determined by its purpose and type. They may be used on multiple occasions where the remaining balance exceeds the purchase amount, except where otherwise provided.

- iryo points from the Club Yo loyalty card. The equivalence between points and their monetary value in euros shall be shown at the final stage of the purchase process.

- Other payment methods (Bizum and SeQura).

4.3 Purchase confirmation

If the purchase is made through the official channels, the confirmation email received by the purchaser shall include, in PDF format, the tickets for all travellers included in the same purchase. The confirmation email shall be sent to the email address provided during the purchase process. Where several travellers are included in the same booking, the purchaser is responsible for sharing the tickets with the other travellers.

The purchase may be viewed through the COMPANY’s website (www.iryo.eu), at the station assistance and ticket sales offices (Espacios iryo), through Customer Service and, where the purchase was made using a registered profile while logged in, through the mobile application, or by providing the following information: the traveller’s surname and booking code, or the travel date and booking code.

The COMPANY shall be exempt from any liability if the purchaser does not receive the email containing the booking for reasons not attributable to the COMPANY or unrelated to a breach of its obligations (force majeure, an error in the email address provided to the COMPANY by the purchaser, incorrect configuration of the purchaser’s email inbox, etc.).

4.4 Fraudulent use of payment methods

The purchaser must use payment methods authorised by the COMPANY to pay for the booking, whether owned by the purchaser or by a third party, in which case the purchaser must have the corresponding authorisation from the holder.

If the COMPANY receives a claim from the issuer of the payment method resulting in a refund of the ticket amount (chargeback) due to fraudulent use of that payment method, ILSA shall cancel the booking affected by the claim. ILSA also reserves the right to cancel all bookings paid for using the payment method affected by the claim.

4.5 H Seat (Wheelchair Access) 

The spaces provided for wheelchair users on the COMPANY’s trains are strictly reserved for wheelchair users who travel without leaving their wheelchair (hereinafter, “Wheelchair Space”).

If a traveller occupying the Wheelchair Space travels with a companion, both must present themselves at access control and board at the same time. The companion may not board if they attend access control without the wheelchair user. If the companion nevertheless boards without the traveller who is to occupy the Wheelchair Space, the companion must regularise their situation, as they do not hold a valid travel document, subject to space availability depending on train occupancy (see section “Regularisation”).

The Wheelchair Space may not be occupied by travellers who access the train in a wheelchair but travel in a conventional seat. Otherwise, the traveller must regularise their situation, as they do not hold a valid travel document, subject to space availability depending on train occupancy (see section “Regularisation”).

A traveller who is denied access to the train for failing to comply with the purchase and use conditions of the Wheelchair Space shall not be entitled to any compensation or refund.

4.6 Quiet Coach

In addition, when using the “Quiet Coach”, travellers occupying this area must comply at all times with the following specific rules:

- Conversations by mobile phone or any other type of device are not permitted.

- Headphones must be used for listening to audio/video, always at a volume that does not disturb other passengers.

- All electronic devices must be set to silent mode.

- Silence must be respected. Travellers must therefore avoid making noise during any activity, speak in a low voice and refrain from prolonged conversations.

- Pets or domestic animals are not permitted in this area.

If a traveller is unable to comply with these rules, they must leave this area. The COMPANY reserves the right to refuse admission to the traveller if the conditions and rules of respectful behaviour accepted when purchasing a ticket under this fare are not complied with.

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

- Not sell tickets for travel in this area to children under 14 years of age or to pets.

- Not market this area for Group fares.

- Only make public-address announcements considered essential.

If permitted by the fare purchased, ticket changes may be made under the terms set out in the following sections.

Ticket changes may be made through the COMPANY’s mobile application, Customer Service, the COMPANY’s website (www.iryo.eu) and the station assistance and ticket sales offices (Espacios iryo).

If the ticket was purchased through a travel agency, the traveller must contact that agency to request and manage the change.

The conditions governing changes are determined by the fare purchased. However, under no circumstances may new travellers be added to the booking, nor may changes be made once 365 days have elapsed from the original purchase date.

Where changes are made, the newly issued tickets shall be the valid tickets (in electronic or printed paper format) for boarding the train. Tickets issued before the change shall become invalid.

5.1 Ticket changes

5.1.1. Time changes on the day of travel

Depending on the fare purchased, tickets may allow a change of departure time on the same day of travel, provided the change is made up to 30 minutes before the scheduled departure.

The conditions governing time changes are determined by the fare purchased. In the case of a return booking, the outbound journey may under no circumstances be changed to a service departing after the return journey.

5.1.2. Date changes

If permitted by the fare purchased, the ticket date may be changed, subject to the limitations set out in these Conditions of Sale and the specific conditions of the fare concerned, up to 30 minutes before the scheduled departure. In the case of a return booking, the outbound journey may under no circumstances be changed to a service departing after the return journey.

5.1.3. Changes due to a missed train

Depending on the fare purchased, tickets may allow the traveller to be rebooked onto 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 missed train.

The specific conditions applicable to changes due to a missed train shall depend on the fare purchased.

Rebooking is subject to availability on the next train at the fare of the original ticket, and under no circumstances may the traveller choose the departure time of the new train. This procedure must be handled through Customer Service or at the station assistance and ticket sales offices (Espacios iryo).

If the ticket was purchased through a travel agency, the traveller must contact that agency to request and manage the change.

Changes due to a missed train are subject to availability and do not allow the name of the ticket holder to be changed. If the price of the new ticket is lower than that of the original ticket, the price difference shall not be refunded.

5.1.4 Change of ticket holder

The ticket holder may be changed on all tickets up to 30 minutes before the scheduled departure time through Customer Service or at the station assistance and ticket sales offices (Espacios iryo).

If the ticket was purchased through a travel agency, the traveller must contact that agency to request and manage the change.

Any amount payable to change the ticket holder shall be determined by the fare purchased.

It is the traveller’s responsibility to change the ticket holder and, where applicable, comply with the conditions associated with the ticket. Where a discount is linked to the personal status of the original ticket holder, it is the new ticket holder’s responsibility to make the change and meet the corresponding requirements. Failure to present the document proving entitlement to the discount shall be considered an irregular situation and may result in denial of access to the train or, alternatively, the need to regularise the traveller’s situation (see section “Regularisation”).

5.2 Changes to ancillary services 

Except for changes relating to the Catering service (see section “Catering”), ancillary services associated with the purchase may not be changed, either together with or independently of the purchase. They may, however, be cancelled (see section “Cancellation of ancillary services”). Where a ticket including catering is changed, the catering service is not retained.

5.3 Cancellation

Cancellations may be made up to 30 minutes before the scheduled departure time if permitted by the fare purchased. The cancellation conditions are determined by the fare purchased.

Cancellations may be made through the COMPANY’s website (www.iryo.eu), the COMPANY’s mobile application, the station assistance and ticket sales offices (Espacios iryo) or by contacting Customer Service.

If the ticket was purchased through a travel agency, the traveller must contact that agency to request and manage the cancellation. The agency shall be responsible for cancelling the ticket.

If the traveller is unable to travel, they must always cancel the ticket(s) in accordance with the cancellation conditions associated with their fare.

5.4 Cancellation of ancillary services

Ancillary services may be cancelled together with the ticket and must follow the same process as ticket cancellation (see section “Cancellation”). Refund conditions depend on the ancillary service cancelled.

The pet ancillary service may be cancelled independently of the ticket through Customer Service. The other ancillary services defined in this document may not be cancelled independently of the ticket.

5.5 Fare upgrade

A fare upgrade, after completion of the purchase process and up to 30 minutes before the scheduled departure time, must be carried out through the COMPANY’s website, the station assistance and ticket sales offices (Espacios iryo) or Customer Service. If the ticket was purchased through a travel agency, the traveller must contact that agency to request the fare upgrade.

Where an upgrade is possible, any applicable price difference must be paid.

6.1 Luggage

Travellers shall be subject to a different luggage allowance depending on the services purchased and the fare applicable, as follows:

The Inicial fare includes 2 items, which is the maximum number of items permitted under this fare, as the purchase of additional luggage is not allowed:

- 1 cabin bag with maximum dimensions of 55x35x25 cm.

- 1 handbag with maximum dimensions of 36x27x15 cm.

The Inicial Superior fare includes 2 items:

- 1 cabin bag with maximum dimensions of 55x35x25 cm.

- 1 handbag with maximum dimensions of 36x27x15 cm.

The traveller may purchase one additional suitcase with maximum dimensions of 80x55x35 cm for the price applicable at the time. The maximum number of luggage items permitted under the Inicial Superior fare may not exceed 3 items.

The Infinita fare includes 2 items:

- 1 cabin bag with maximum dimensions of 55x35x25 cm.

- 1 handbag with maximum dimensions of 36x27x15 cm.

The traveller may board the train with one additional suitcase with maximum dimensions of 80x55x35 cm, provided it has been booked in advance and without having to pay any additional amount. This suitcase must be booked during the purchase process. If the traveller arrives for boarding with this suitcase without having booked it in advance, boarding shall be denied. The maximum number of luggage items permitted under the Infinita fare may not exceed 3 items.

The Infinita Bistró fare includes 3 items:

- 1 suitcase with maximum dimensions of 80x55x35 cm.

- 1 cabin bag with maximum dimensions of 55x35x25 cm.

- 1 handbag with maximum dimensions of 36x27x15 cm.

The Infinita Bistró fare includes carriage of one pet weighing no more than 10 kg in a carrier with maximum dimensions of 60x35x35 cm.

The traveller may purchase one additional suitcase with maximum dimensions of 80x55x35 cm for the price applicable at the time. The maximum number of luggage items permitted under the Infinita Bistró fare may not exceed 4 items.

The COMPANY shall apply an additional charge of €40 for any item that exceeds or does not comply with the dimensions specified for each fare. This charge may be applied to a maximum of one suitcase per traveller. For these purposes, a pet carrier used to transport a pet weighing no more than 10 kg shall not be considered a luggage item. However, the carrier may never exceed 60x35x35 cm.

The additional charge for excess dimensions may not be used to purchase a pet carrier larger than the permitted size.

If a traveller requests assistance provided by the Railway Infrastructure Administrator (ADIF) for boarding and alighting from the train, the combined weight of all permitted luggage items may not exceed 25 kilograms.

6.2 Bicycles

Bicycles may only be taken onto the train if they have been dismantled and placed in a suitable closed bag or case for transport. A bicycle is considered one item of luggage under the luggage policy and must therefore comply with the maximum dimensions permitted for luggage on board according to the fare purchased. The persons carrying the bicycles are responsible for loading and unloading the bags or cases containing them, for their custody and supervision during the journey so as to ensure the safety and comfort of other travellers, and for any damage they may cause to third parties or to the train.

6.3 Ancillary services

Ancillary services are purchased and paid for during the purchase process. Additional services may be added through Customer Service after the purchase has been completed.

6.3.1 Catering

Catering ancillary services are available for all fares (except the Infinita Bistró fare) where the purchase is made more than 24 hours before the scheduled departure time of the train.

Where a catering ancillary service has been purchased or is included, it may be modified through Customer Service and at the station assistance and ticket sales offices (Espacios iryo).

If the purchaser cancels the booking or ticket more than 24 hours before the scheduled departure time of the train, 80% of the ancillary service price shall be refunded. If the cancellation is made less than 24 hours before the scheduled departure time of the train, the ancillary service price shall not be refunded.

If the ticket is changed, the ancillary service must be requested again, subject to the requirement that it be requested at least 24 hours before the scheduled departure time of the train. The ancillary service may not be cancelled separately and independently from the ticket or booking.

Under the Infinita Bistró fare, the associated menu may not be cancelled because it forms part of the fare and is not an ancillary service. If a ticket subject to the Infinita Bistró fare is changed less than 24 hours before the scheduled departure time of the train, the menu selected by the traveller may no longer be available and may be replaced by another menu subject to availability.

6.3.2 Pets

The conditions set out below shall not apply to assistance dogs. Assistance dogs may travel free of charge without the need to purchase a separate ticket and must travel at the traveller’s feet or beside them.

Pets are not permitted under any circumstances in the “Quiet Coach”.

6.3.2.1 Pets weighing up to 10 kilograms travelling in a carrier

The pet ancillary service allows one pet or domestic animal (dog, cat or ferret) per person, with a maximum weight of 10 kilograms, to be added to the ticket. The pet must travel in a carrier with maximum dimensions of 60x35x35 cm. The carrier must either be kept on the traveller’s lap, placed on the floor under the traveller’s seat, or positioned in a place that does not prevent or hinder the normal passage of other travellers or train crew. This ancillary service is available for all fares (except the Infinita Bistró fare, under which it is included).

For all fares, the ancillary service must be added during the purchase process, regardless of whether it is included in the fare.

Cancellations may be made up to 30 minutes before the scheduled departure time of the train. If a booking or ticket including the pet ancillary service is cancelled, 80% of the ancillary service price shall be refunded. If the ancillary service is cancelled separately and independently from the ticket or booking, 80% of its price shall be refunded.

A traveller who is denied access to the train for carrying animals not declared at the time of purchase shall not be entitled to any compensation or refund.

At the request of another traveller, train crew may move the animal and its owner to another part of the train, or take any measures they consider appropriate to the circumstances if they believe that a conflict, disturbance or threat to other travellers or train crew is occurring.

6.3.2.2 Dogs weighing more than 10 kilograms travelling without a carrier

The COMPANY allows each traveller to purchase a special ticket for dogs weighing more than 10 kilograms, with a maximum of 8 large dogs per train, subject to availability depending on train occupancy. This service is available on the routes, destinations and schedules specified by the COMPANY.

Purchase process:

The traveller must contact Customer Service to purchase the tickets (a special ticket for the dog and an Inicial Superior fare ticket for one adult traveller. If more than one adult is to be added, a separate booking must be made). The traveller must also consult the guide available on the COMPANY’s website, which sets out the steps to follow, requirements, documentation to be completed and rules to be observed for the journey to be carried out correctly.

Changes are not permitted.

Only cancellation is permitted. Any cancellation of the adult traveller’s ticket shall automatically result in cancellation of the special ticket for the dog, subject to the cancellation conditions of the Inicial Superior Fare.

Access to trains:

The traveller must report to the COMPANY’s assistance and ticket sales office (Espacio iryo) at the departure station at least one and a half hours before the scheduled departure time in order to present the required documentation for approval by COMPANY staff and collect the dog kit (seat cover and floor mat to be placed by the traveller in the seat allocated to the dog). It is the responsibility of the person accompanying the dog to ensure that the documentation submitted complies with the regulations in force.

While moving through the station and during boarding and alighting, the dog must wear a muzzle; a muzzle is not required while on board. When walking through the station, the dog must wear a muzzle and be kept on a non-retractable lead no longer than 1.5 metres.

The traveller must be seated in the aisle seat, while the dog may travel either on the floor or on the seat, but always in the window seat position. The dog must also be kept on a lead of less than 1.5 metres, although it may travel without a muzzle.

During the journey, the dog and the traveller must remain in their assigned seats and may not access the train vestibule or move through other coaches or the café, except in situations of necessity assessed by the COMPANY’s onboard train crew. The dog must be accompanied by the traveller at all times.

Access control and grounds for exclusion:

Female dogs in heat are not permitted to travel.

Dogs under one year of age or dogs classified as potentially dangerous breeds under the regulations in force are not permitted to travel.

A traveller who is denied access to the train with animals not declared at the time of purchase shall not be entitled to any compensation or refund.

Person accompanying the pet:

The person travelling must prove that they are of legal age and are the owner of the dog or, where applicable, hold signed authorisation identifying the dog’s owner.

The traveller must have mandatory dog insurance in accordance with the legislation in force.

The traveller must also carry a cleaning kit for any incident involving the dog (bags, hygiene wipes, and disinfectant and odour-neutralising spray).

6.3.3 Additional luggage

Additional luggage constitutes a supplement linked to the booking and is subject to these specific conditions.

Cancellation of the ticket booking shall be subject to the conditions of the fare purchased. If the booking is cancelled, the full amount paid for the luggage supplement shall be refunded.

The luggage supplement may be cancelled separately up to 30 minutes before the train’s departure. If this supplement is cancelled, its full amount shall be refunded.

If the booking is modified, the luggage supplement shall remain linked to the booking and shall in all cases be subject to space availability. If such availability cannot be guaranteed, the amount paid for the supplement shall be refunded in full.

6.3.4 Complimentary Cercanías 

ILSA train tickets entitle the traveller to obtain two Cercanías or Rodalies de Catalunya tickets (services operated by Renfe), one in the city of origin and one in the destination city, linked to the ticket through the Aztec code.

The Cercanías ticket may be obtained and used during the four hours before the scheduled departure time from the origin and during the four hours after the train’s arrival time at the destination, provided that the opening and closing hours of the Renfe-operated service in the relevant network allow it, with no zone limit.

If the ILSA train ticket is cancelled, the associated Cercanías tickets shall become invalid.

In any event, ILSA shall not be liable for any incident associated with the Cercanías service, including delays, unavailability or any other circumstance not attributable to the COMPANY.

6.3.5 Travel insurance

If the traveller resides in Spain, they may take out travel insurance. Insurance cover includes trip cancellation and delay, loss of luggage and travel assistance services, subject to the terms, limits and exclusions set out in the policy.

Taking out this insurance is voluntary and it shall be offered to the traveller during the ticket purchase process. Its terms and conditions shall be provided to the traveller for acceptance before purchase.

The insurance is taken out with a third-party insurance company unrelated to the COMPANY, which acts as the sole insurer and is responsible for the cover, exclusions and benefits under the terms of the policy. The COMPANY merely facilitates access to the insurance during the purchase process and assumes no liability whatsoever arising from the insurance contract or its performance.

Detailed information regarding the cancellation of bookings, tickets and/or ancillary services is available on the COMPANY’s website (www.iryo.eu), at the station assistance and ticket sales offices (Espacios iryo) and through Customer Service, where the customer is informed of the applicable amounts and refund conditions.

Where permitted by the fare purchased, cancellation of the booking, tickets and/or ancillary services is always required in order to obtain a refund. Cancellation may be requested up to 30 minutes before the scheduled departure of the train. Refund conditions are determined by the fare purchased.

If the traveller misses the train, they shall be entitled to be rebooked onto the next train under fares that include this option, subject to payment of the amount stated on the COMPANY’s website, at the station assistance and ticket sales offices (Espacios iryo) and through Customer Service, but shall not be entitled to request a refund.

The refund shall be made using the same payment method used during the purchase process. However, where payment was made in cash, the refund shall be made by bank transfer to the account specified by the traveller for the corresponding amount. If a change is made to a ticket with a lower price than the original price, the difference shall not be refunded.

Where the traveller does not hold a valid travel document at the boarding gate, either as a printed paper document or on a digital device, or where the travel document does not include the ancillary services purchased, the traveller must immediately pay the amount required to regularise the situation in order to board the train.

Where the traveller does not hold a valid travel document, the following amounts must be paid: Inicial fare €98, Inicial Superior €108 and Infinita €128.

The pet ancillary service purchased at the boarding gate shall cost €20. This service allows one pet or domestic animal per person, weighing no more than 10 kilograms, to be added to the ticket. The animal must travel in a carrier with maximum dimensions of 60x35x35 cm, subject to the conditions set out in this document.

Such regularisation shall be carried out in the event of an irregular situation, always subject to train availability, compliance with boarding procedures and boarding times, and provided the COMPANY’s train crew is available to carry it out.

9.1 Purpose and scope

The travel pass is governed by the provisions of this section and, where not provided for herein, by the remainder of these Conditions of Sale, the General Conditions of the Transport Contract and the COMPANY’s Privacy Policy, available at www.iryo.eu.

The travel pass is a product that entitles the traveller to make a specified number of journeys on the COMPANY’s trains, on the selected route and in the selected service class, for a fixed and final price. Its essential characteristics are described below:

- Number of tickets: the travel pass allows the holder to obtain a specified number of tickets.

- Route: the travel pass is valid exclusively for the route (origin–destination or destination–origin) specified at the time of purchase.

- Service class:

      Confort (2+2 configuration): linked to the Inicial Superior fare.

      Gran Confort (2+1 configuration): linked to the Infinita fare.

- Price: the price of the travel pass shall be fixed and final according to the selected route and class, shall include all applicable taxes and charges, and shall be the price shown to the traveller from the beginning of the purchase process.

The price of the travel pass may not be combined with other discounted fares, corporate discounts, child discounts, vouchers or other promotions, except for the exceptions expressly provided for in section 9.5.2.

9.2    Purchase conditions

9.2.1    Eligibility

The travel pass may be purchased by individuals who are at least fourteen (14) years of age. Travellers who are minors must travel accompanied in accordance with the General Conditions of the Transport Contract. The travel pass is personal and non-transferable, meaning that only the person who purchases it may make the journeys linked to it.

9.2.2    Purchase requirements

To purchase the travel pass, the traveller must provide their first name, surname(s), National ID/passport number, telephone number and email address.

The travel pass shall be activated when the COMPANY receives confirmation of payment, from which point the one hundred and eighty (180) day validity period set out in section 9.4 shall begin to run. Once the purchase has been completed, the COMPANY shall provide the traveller with an identification code for the travel pass.

9.2.3    Club Yo

Upon purchase of the travel pass, the COMPANY shall verify whether the traveller is registered with Club Yo and, if not, shall offer the traveller the opportunity to register by sending a registration invitation to their email address.

Club Yo points shall accrue to the traveller for each redemption made, in accordance with the loyalty programme conditions in force from time to time.

9.3   Journey redemption

9.3.1    Redemption channels

Redemption may be carried out through the COMPANY’s website (iryo.eu), regardless of the channel through which the travel pass was purchased.

9.3.2   Redemption process

To redeem a journey (that is, to obtain a ticket issued against the balance of the travel pass), the traveller must make a booking for each specific service. It is not possible to purchase a separate ticket within the same travel-pass redemption process.

The ticket shall be issued by applying a one hundred per cent (100%) discount to the ticket price, and the resulting ticket shall have the same validity as an ordinary ticket.

Only one redemption per train and per day shall be permitted for each route, origin and destination, a limit that allows the traveller to make one outbound and one return journey on the same day.

9.3.3 Seat selection

Seat selection on the selected service shall be free of charge, subject to availability on the specific service and within the service class of the travel pass. In the case of the Confort Travel Pass, coach 8 (Quiet Coach) is not available.

9.3.4 Verification and information to the traveller

After each redemption, the COMPANY shall send the traveller an email containing the details of the ticket issued.

Without prejudice to section 9.3.2, identity and ticket verification at the time of boarding shall be carried out under the same conditions as for any other COMPANY ticket.

9.4 Validity and expiry

The travel pass shall be valid for one hundred and eighty (180) calendar days from its activation in accordance with section 9.2.2. All journeys must be completed within that period; it shall not be sufficient for the redemption to have been made before expiry. Once that period has elapsed, unused journeys shall lapse without entitlement to a refund.

The travel pass shall not be subject to a maximum number of simultaneous active bookings; its only limit shall be the number of journeys available under it.

9.5  Price, combination with discounts and ancillary services

9.5.1 Fixed price

The price of the travel pass shall be fixed. The following may not be applied to that price:

- Discounts for minors.

- Corporate discounts.

- Temporary discounts or vouchers (including “Verano Joven” or similar promotions).

- Fares for persons with reduced mobility (PRM).

- Any other discount, offer or promotion not expressly provided for.

9.5.2    Applicable discounts

The Large Family discount shall apply under the terms and conditions provided for by the regulations in force, provided the traveller proves their entitlement when purchasing the travel pass and when boarding the train.

9.5.3    Ancillary services

The traveller may purchase ancillary services (pet transport, additional luggage, etc.) at the price in force at the time of redemption, subject to availability.

Purchasing ancillary services shall not affect the price of the travel pass or the remaining journey balance.

9.6    Changes, cancellations and no-show

9.6.1 Date and time changes

The traveller may change the date and/or time of a ticket issued against the travel pass free of charge, up to thirty (30) minutes before the scheduled departure of the service, provided that:

- There is availability on the newly requested service.

- The travel pass has not expired on the new travel date.

The change process shall be carried out through the same channels enabled for redemption. For these purposes, the change shall be implemented by cancelling the original ticket and redeeming a new ticket against the travel pass, at no additional cost to the traveller.

9.6.2    Ticket cancellation

A ticket issued against the travel pass may be cancelled up to thirty (30) minutes before the scheduled departure of the service. The journey shall be restored to the travel-pass balance free of charge and without penalty, provided the travel pass has not expired, and the cancellation process shall follow the procedure applicable to cancellations of COMPANY tickets.

9.6.3    No show

In the event of failure to appear for the service (no-show), the journey shall be deemed used and shall not give rise to a refund or restoration of the journey to the travel-pass balance.

Notwithstanding the above, depending on the fare purchased, the traveller may be rebooked onto the next immediately available train, provided that the new ticket is processed and issued within a maximum period of two (2) hours from the scheduled departure time of the missed train and upon payment of the applicable amount, which shall be determined according to the fare purchased.

Rebooking shall be subject to availability on the next train at the fare of the original ticket, and under no circumstances may the traveller choose the departure time of the new train. This procedure must be handled through Customer Service or at Espacios iryo.

9.7    Fraud prevention and misuse

The travel pass is personal and non-transferable. Its assignment, resale or any use other than that established in these Conditions of Sale is expressly prohibited. Tickets issued against the travel pass do not permit the change of ticket holder provided for in section 5.1.4; therefore, only the person who purchased the travel pass may travel.

The COMPANY reserves the right to cancel the travel pass and any tickets issued if fraudulent use is detected, without prejudice to any legal action that may be available.

9.8    Amendment and cancellation

The travel pass may be cancelled within three (3) hours of purchase, provided no journey has been redeemed, in which case its price shall be refunded in full. Once that period has elapsed, or once any journey has been redeemed, the travel pass may not be cancelled or refunded. The foregoing is without prejudice to the traveller’s right to change or cancel individual tickets issued against the travel pass under the terms and within the time limits set out in sections 9.6.1 and 9.6.3.

The COMPANY reserves the right to amend these Conditions of Sale, as well as the range of available travel passes, routes, classes and other product elements, subject to reasonable prior notice. Travel passes purchased before the amendment shall in all cases be governed by the conditions in force on the date of purchase.

The COMPANY may cancel the travel pass in the event of fraudulent use or a serious breach of these Conditions of Sale, subject to prior notice to the traveller and without prejudice to the rights available to the traveller under applicable law. The existence of an ongoing enquiry, complaint or claim relating to the travel pass shall not, in itself, constitute grounds for suspension or cancellation of the travel pass.

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

Requests may also be sent by post to the COMPANY’s offices at Calle Méndez Álvaro, 53, Edificio Boreal, 6th Floor (28045 Madrid). The COMPANY also has official complaint books/forms available to customers, which may be requested from train crew and at the station Assistance and Ticket Sales Offices (Espacios iryo). Likewise, the official complaint form may be accessed and downloaded electronically through the website www.iryo.eu.

Customer Service shall respond within one month and, if this is not possible, shall inform the customer of the new deadline for doing so. This deadline may not exceed 3 months from the date the complaint is received. If the traveller does not receive a response from the COMPANY’s Customer Service that is favourable to their interests, they may pursue any actions they consider appropriate through the courts.

In accordance with the power granted to it under Article 1.3 of Royal Decree 713/2024 of 23 July, approving the Regulation governing the Consumer Arbitration System, the COMPANY does not submit to the consumer arbitration mechanism or, in particular, to the Consumer Arbitration Boards or Transport Arbitration Boards. Accordingly, ILSA reserves the right to reject any arbitration request notified to it.

Conditions of sale before 19/12/2023

Conditions of sale between 19/12/2023 and 17/09/2024

Conditions of sale between 18/09/2024 and 01/10/2025

Conditions of sale between 02/10/2025 and 23/09/2026