Purchase conditions. Entry into force: 02/10/2025

These General Conditions of Sale (hereinafter referred to as the "Conditions of Sale") govern the sale of high-speed rail passenger transport services and associated services provided by INTERMODALIDAD DE LEVANTE, S.A. (hereinafter the "COMPANY" or "ILSA") and marketed under the brand "iryo." ILSA reserves the right to amend these Conditions of Sale at its discretion. Such amendments will apply to ticket purchases made after the new Conditions of Sale come into force.

These Conditions of Sale are available for consultation on the COMPANY's website (www.iryo.eu), at ticket sales and assistance offices in stations (iryo Spaces), and through the Customer Service. These Conditions of Sale will use the terms "reservation" and "purchase" interchangeably to refer to tickets. This is because, once payment is made for the seats and options offered by the COMPANY, the validation and immediate issuance of the purchased ticket occurs.

The Conditions of Sale govern all reservations, especially those for nine or fewer passengers. For reservations of more than nine passengers, the Special Group Conditions shall also apply. In case of any contradiction between the Conditions of Sale and the Special Group Conditions, the latter shall prevail.

The transport ticket or travel document formalizes the transport contract between the COMPANY and the passenger. 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 ticket information does not match the documentation presented at the access control, boarding may be denied. One-way or round-trip tickets can be purchased. 

The maximum number of passengers per reservation through the website (www.iryo.eu), at station ticket offices (Espacios iryo), and through Customer Service is nine, regardless of whether it is a one-way or round-trip. For reservations with more than nine passengers, booking must be done through a travel agency or by contacting the COMPANY's Groups Department.

The official channels of the COMPANY for travelers are the website (www.iryo.eu), the mobile app available on Google Play (Android) and the App Store (iOS), the Customer Service, and the assistance and ticket sales offices at stations ("Espacios iryo"). 

Additionally, there is an exclusive channel for travel agencies through a specific website (www.agencias.iryo.eu). Authorized Distributors are also available through commercial agreements with the COMPANY. Tickets purchased from Authorized Distributors are subject to their own advertised terms and conditions and are their sole responsibility. The COMPANY is only responsible for tickets purchased through official channels. 

Any technical issues related to the use of an Authorized Distributor's platform or the terms of said distribution service must be addressed to the Distributor. The functionalities described in this document that refer to the COMPANY's mobile applications may be subject to their availability. All mobile app functionalities can also be performed through the Customer Service or the station assistance and ticket sales offices (Espacios iryo). 

The official channels for obtaining legal benefits, such as the large family discount, are the COMPANY's website (www.iryo.eu), Customer Service, agencies through the specific website (www.agencias.iryo.eu), and the assistance and ticket sales offices at stations (Espacios iryo).

Purchase Acceptance 

By making a purchase, the customer accepts and adheres to the Sales Terms defined in this document. 

Purchase Price 

The ticket price offered by the COMPANY is determined by factors such as selected service and date, origin and destination, fare chosen by the traveler, sales channel, and applicable taxes at the time of purchase. The price is variable and may change depending on supply and demand. 

The COMPANY may also offer other services, products, promotions, or offers that alter the aforementioned prices and conditions. Detailed information about these services and their prices will be available on the COMPANY’s website, in the sales channels, assistance and ticket sales offices (Espacios iryo), and via Customer Service. Purchasing such services implies acceptance of their specific conditions. 

Payment Methods 

Ticket prices are in euros. Payment may be made through COMPANY-approved methods or via Authorized Distributors (under their own terms and conditions). Upon validating payment, the COMPANY will confirm the purchase via email. The listed euro prices are valid at the time of purchase. 

Accepted payment methods by the COMPANY: 

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

• PayPal. 

• Purchase vouchers: Their validity and conditions are defined by their type. They can be used multiple times if the balance exceeds the purchase amount, unless stated otherwise. 

• "Yo Club" loyalty card points: The point-to-euro conversion is detailed in the final step of the purchase process. 

Purchase Confirmation 

For purchases through official channels, the confirmation email includes PDF tickets for all travelers in the purchase. The confirmation is sent to the email address provided during the purchase process. If the purchase includes multiple travelers, the buyer is responsible for sharing the tickets. Purchases can be viewed via the COMPANY’s website (www.iryo.eu) or the mobile app, if done through a registered and logged-in profile, or by entering the last name and booking code, or travel date and booking code. The COMPANY is not responsible if the customer does not receive the confirmation email due to reasons beyond its control (e.g., force majeure, incorrect email address, improper email settings, etc.). 

Fraudulent Use of Payment Methods 

The buyer must use COMPANY-approved payment methods and either be the cardholder or have authorization from the cardholder. If a chargeback occurs due to fraudulent use, ILSA will cancel the affected reservation and may cancel all other reservations paid with the disputed payment method.

H Seat (Wheelchair Access) 

Wheelchair spaces on COMPANY trains are strictly reserved for passengers traveling without leaving their wheelchair (“H Seat”). If accompanied, both the wheelchair user and companion must go through access control and board simultaneously. Companions cannot board alone. If they do, they must regularize their situation, subject to train availability (see “Regularization”). Passengers entering with a wheelchair but using a standard seat cannot occupy the H Seat. They must regularize their situation as they lack a valid transport document. Passengers denied boarding for failing to comply with H Seat regulations are not entitled to compensation or refunds.

Quiet Coach

Additionally, if the “Quiet Coach” is used, passengers occupying this area must comply at all times with the following specific rules:

• Phone conversations via mobile or any other 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; therefore, any noisy activities should be avoided, voices should be kept low, and prolonged conversations are not allowed.

If a passenger is unable to comply with these rules, they must leave this area. The company reserves the right to deny access to any passenger who does not adhere to the conditions and rules of respect agreed upon at the time of purchasing the ticket under this fare.

To ensure, as far as possible, that silence is maintained, the company will:

• Not sell tickets for this area to children under 14 years of age or to passengers traveling with pets. 
• Not offer this area for group fares. 
• Limit public address announcements to those considered strictly necessary.

If the purchased fare allows it, ticket changes may be made under the terms defined in the following sections. Changes related to the ticket can be made through the COMPANY’s mobile app, Customer Service, the COMPANY’s website (www.iryo.eu), and at the assistance and ticket sales offices at stations (Espacios iryo). If the ticket was purchased through a travel agency, the traveler must contact the agency to request and manage the change. 

The change conditions are defined according to the fare purchased. In no case is it permitted to add new passengers to the reservation or make changes more than 365 days after the original purchase date. If changes are made, the newly issued tickets (either in electronic format or printed) will be the valid ones for boarding. Previously issued tickets will be rendered invalid. 

Ticket Changes 

1. Same-day time changes 

Depending on the fare purchased, tickets may allow a change of departure time on the same travel day, provided the change is made up to 30 minutes before the scheduled departure. The time change conditions are defined by the fare type. For round-trip bookings, the outbound journey cannot be changed to a later time than the return leg under any circumstances. 

2. Date changes 

All tickets allow for a change of travel date within the limits indicated in these terms and according to the specific conditions of the purchased fare. The change must be made at least 30 minutes before the scheduled departure. For round-trip bookings, the outbound leg cannot be modified to a date later than the return trip. 

3. Changes due to missed train 

Depending on the fare purchased, passengers may be reallocated to the next available train if the new ticket is managed and issued within 2 hours of the originally scheduled departure time. The specific conditions for this type of change will depend on the fare purchased. Reallocation is subject to the availability of the next train, under the same fare conditions, and passengers may not choose the departure time of the new train. 

This procedure must be managed through Customer Service or at the assistance and ticket sales offices at the stations (Espacios iryo). If the ticket was purchased through a travel agency, the traveler must contact the agency to request and manage the change. The aforementioned changes are subject to availability and do not allow for a change of the ticket holder's name. If the new ticket is cheaper than the original, the price difference will not be refunded. 

Change of Ticket Holder 

The name on the ticket can be changed for all fare types up to 30 minutes before the scheduled departure time, either through Customer Service or at the assistance and ticket sales offices (Espacios iryo). If the ticket was purchased through a travel agency, the traveler must contact the agency to request and manage the name change. Any applicable fee for changing the ticket holder will depend on the fare purchased. It is the traveler’s responsibility to carry out the name change and comply with the fare's associated conditions. 

If the original ticket holder had a personal discount associated with their fare, the new ticket holder must meet those same requirements. Failure to present proof of discount is considered an irregular situation and may result in denied boarding or the need to regularize the situation (see “Regularization”). 

Changes to Ancillary Services 

Except for changes related to the Gastronomy service (see section “Gastronomy”), no changes to ancillary services are permitted, either as part of the purchase or independently. However, cancellations of ancillary services are allowed (see section “Cancellation of Ancillary Services”). If a ticket with included gastronomy service is changed, the gastronomy service will not carry over to the new ticket. 

Cancellation 

Cancellations may be made up to 30 minutes before the scheduled departure time, provided the fare allows it. Cancellation conditions are defined according to the fare purchased. Cancellations can be made via the COMPANY’s website (www.iryo.eu), the COMPANY’s mobile app, at the assistance and ticket sales offices (Espacios iryo), or by contacting Customer Service. If the ticket was purchased through a travel agency, the traveler must contact the agency to request and manage the cancellation. The agency will be responsible for cancelling the ticket. 

If the customer is unable to travel, they must always proceed to cancel their ticket(s) in accordance with the cancellation conditions of their fare. In round-trip tickets where the outbound journey has already been used, the return leg may be cancelled up to 30 minutes before its scheduled departure, subject to the refund conditions of the fare associated with the reservation. 

Cancellation of Ancillary Services 

The cancellation of ancillary services together with the ticket is allowed and must follow the same process as ticket cancellation (see section “Cancellation”). Refund conditions depend on the specific ancillary service being cancelled. The cancellation of the pet service independently from the ticket must be done through Customer Service. Other ancillary services defined in this document cannot be cancelled separately from the ticket. 

Fare Upgrade 

A fare upgrade can be made after the purchase is completed and up to 30 minutes before the scheduled departure time. This can be done at the assistance and ticket sales offices (Espacios iryo) or through Customer Service. If the ticket was purchased via a travel agency, the traveler must contact the agency to request the fare upgrade. If the upgrade is possible, the passenger must pay the difference in price, if applicable.

Luggage 

A different luggage allowance applies to travelers depending on the service contracted and the fare selected, as follows: 

Initial fare includes 2 items: 

▪ 1 cabin suitcase (maximum size: 55x35x25 cm) 

▪ 1 personal item or handbag (maximum size: 36x27x15 cm) 

Initial Superior fare includes 2 items: 

▪ 1 cabin suitcase (maximum size: 55x35x25 cm) 

▪ 1 personal item or handbag (maximum size: 36x27x15 cm) 

The passenger may purchase one additional suitcase (maximum size: 80x55x35 cm) for the fee applicable at that time. The total number of items allowed under the Initial Superior fare may not exceed 3.

Infinita fare includes 2 items: 

▪ 1 cabin suitcase (maximum size: 55x35x25 cm) 

▪ 1 personal item or handbag (maximum size: 36x27x15 cm) 

Passengers may bring an additional suitcase (maximum size: 80x55x35 cm) at no extra charge, provided it is reserved during the purchase process. If the passenger arrives for boarding with this extra item without having reserved it, boarding will be denied. The total number of items allowed under the Infinita fare may not exceed 3. 

Infinita Bistro fare includes 3 items: 

▪ 1 large suitcase (maximum size: 80x55x35 cm) 

▪ 1 cabin suitcase (maximum size: 55x35x25 cm) 

▪ 1 personal item or handbag (maximum size: 36x27x15 cm) 

This fare includes the transport of one pet not exceeding 10 kg in a carrier (maximum dimensions: 60x35x35 cm). 

A surcharge of €40 will be applied for any item exceeding the number or size limits defined for the fare. This charge is limited to one oversized item per passenger. For the purpose of the above, a pet carrier for animals under 10 kg will not count as a luggage item; however, the carrier must not exceed 60x35x35 cm. 

The oversized item fee cannot be used to allow pet carriers larger than the permitted size. If a passenger requests assistance from ADIF (Rail Infrastructure Administrator) for boarding or disembarking, the total weight of all permitted luggage must not exceed 25 kg. 

Bicycles 

Bicycles are only allowed on board if they are dismantled and packed in a suitable, closed bag or case. A bicycle is considered one piece of luggage and must comply with the size limits set for the fare purchased. Passengers are responsible for loading and unloading, as well as monitoring and securing their bicycles to avoid disturbing other passengers or causing damage. 

Ancillary Services 

Ancillary services are purchased and paid for during the booking process. Additional services can be added later by contacting Customer Service. 

Gastronomy 

Gastronomy services are available for all fares (except Infinita Bistro) when the purchase is made more than 24 hours before the scheduled train departure. If a meal service is purchased or included, it can be modified through Customer Service or at the Espacios iryo offices. If the reservation or ticket is canceled more than 24 hours before the train’s scheduled departure, 80% of the ancillary service cost will be refunded. If canceled within 24 hours, the service is non-refundable. If the ticket is changed, the gastronomy service must be rebooked following the 24- hour rule. This service cannot be canceled independently from the ticket. In the case of Infinita Bistro, the included menu is part of the fare and cannot be canceled separately. If the ticket is changed less than 24 hours before departure, the chosen menu may be substituted depending on availability. 

Pets 

The following conditions do not apply to assistance dogs, which may travel free of charge without a separate ticket and must remain at the feet or beside the traveler. 

Pets up to 10 kg traveling in a carrier:

 The pet service allows one pet per person (dog, cat, or ferret) with a maximum weight of 10 kg, in a carrier (max. dimensions: 60x35x35 cm). The carrier must be placed on the traveler’s lap, under their seat, or in a location that does not obstruct movement of passengers or staff. This service is available for all fares (except Infinita Bistro, where it is included). For all fares, the pet service must be added during the booking process, regardless of inclusion. Cancellations may be made up to 30 minutes before departure. If the service is canceled with the ticket, 80% of the cost is refunded. If canceled separately, 80% is refunded. Passengers denied boarding for bringing unauthorized animals will not be entitled to compensation or refunds. Train staff may move the pet and its owner to another location upon request or to resolve disturbances. 

Dogs over 10 kg not traveling in a carrier: 

The COMPANY allows a special ticket to be purchased for dogs over 10 kg, with a maximum of 8 large dogs per train, subject to availability. This service is only available on specific routes, destinations, and schedules. 

1. Booking Process: 

The traveler must contact Customer Service to purchase both the special dog ticket and an Initial Superior fare ticket for an accompanying adult. If more than one adult is traveling, a separate reservation is required. Travelers must consult the guide available on the COMPANY’s website detailing requirements, documentation, and rules for the trip. Changes are not allowed. Only cancellations are permitted. Canceling the adult ticket automatically cancels the dog’s ticket under the Initial Superior fare conditions. 

2. Train Access: 

The traveler must go to the COMPANY’s Espacio iryo office at the departure station at least 1.5 hours before departure to present the required documents and receive the dog kit (seat cover and floor mat). The dog must wear a muzzle in the station and during boarding/disembarking (not required on board), and must be on a non-extendable leash no longer than 1.5 meters. The traveler must sit in the aisle seat; the dog can be on the floor or seat beside the window, always leashed under 1.5 meters. The dog and traveler must remain at their assigned seat during the trip. Moving through the train or to the café car is not allowed, except in special cases evaluated by train staff. The dog must always be accompanied. 

3. Access Control and Exclusions:

 Travel is not permitted with dogs in heat, dogs under one year old, or dogs considered potentially dangerous under current regulations. Passengers denied boarding due to unauthorized animals are not entitled to compensation or refund. 

4. Pet Carrier Responsibilities: 

The traveler must be of legal age and either the owner of the dog or have a signed authorization from the owner. The traveler must have mandatory dog insurance as per legal requirements. They must also carry a cleaning kit (bags, wipes, disinfectant and deodorizing spray). 

Additional Luggage 

Additional luggage is a supplement linked to the reservation and is subject to these specific conditions. If the ticket reservation is canceled, the cost of the luggage supplement will be fully refunded. The luggage supplement may be canceled separately up to 30 minutes before departure and will be refunded in full. If the reservation is modified, the supplement remains linked to it and is subject to availability. If space cannot be guaranteed, the supplement will be refunded in full. 

Free Commuter Rail

Access ILSA train tickets include access to two Cercanías or Rodalies de Catalunya tickets (operated by Renfe) in the origin and destination cities, accessed via the Aztec code. The Cercanías ticket may be obtained and used within 4 hours before the departure time and within 4 hours after arrival, provided the Renfe service hours permit it, with no limit on travel zones. If the ILSA train ticket is canceled, the associated commuter tickets will be invalidated. In any case, ILSA is not responsible for issues related to Cercanías service, such as delays, unavailability, or any other circumstances beyond the COMPANY’s control.

Detailed information regarding the cancellation of reservations, tickets, and/or ancillary services is available on the COMPANY’s website (www.iryo.eu), where refund amounts and conditions are outlined. If the purchased fare allows it, a refund will only be processed once the reservation, ticket(s), and/or ancillary services have been canceled. Cancellation must be requested at least 30 minutes prior to the scheduled train departure. 

Refund conditions are defined according to the fare purchased. In the event that the traveler misses their train, they may be reallocated to the next available service if their fare includes this option, but they will not be entitled to a refund. Refunds will be issued using the same payment method used during the original purchase. If a ticket change results in a lower fare than originally paid, the price difference will not be refunded.

If the traveler does not have a valid travel document at the boarding gate — either in printed format or on a digital device — or if the ticket does not include the contracted ancillary services, the traveler must immediately pay the amount required to regularize their situation and be allowed to board. 

In the case of not having a valid ticket, the following charges will apply: 

• Initial fare: €98 

• Initial Superior fare: €108 

• Infinita fare: €128 

The pet service at the boarding gate will cost €20. This service allows one pet or domestic animal per person (maximum 10 kg) to be added to the ticket. The pet must travel in a carrier with maximum dimensions of 60x35x35 cm, under the conditions outlined in this document. 

This regularization process will only be carried out in irregular situations, subject to train availability, compliance with boarding times and procedures, and the availability of COMPANY onboard staff to perform the process.

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

Requests may also be sent by post to the COMPANY’s offices at: Calle Méndez Álvaro, 53, Edificio Boreal, Planta 6ª, 28045 Madrid, Spain Additionally, the COMPANY provides a complaint book/forms available upon request from staff on the trains or at the assistance and ticket sales offices at the stations (Espacios iryo). 

The official complaint form can also be accessed and downloaded electronically via the website www.iryo.eu. Customer Service will respond within one month. If this is not possible, the customer will be informed of the extended response time, which shall not exceed three months from the date of receipt of the complaint. 

If the traveler does not receive a satisfactory response from the COMPANY's Customer Service, they may take any legal action they consider appropriate through the judicial system. 

In accordance with Article 1.3 of Royal Decree 713/2024 of July 23, which approves the Regulation governing the Consumer Arbitration System, the COMPANY does not participate in the consumer arbitration system or submit to the Consumer Arbitration Boards or the Transport Arbitration Boards. Consequently, ILSA reserves the right to reject any arbitration request it receives.

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