Purchase conditions. Entry into force: 18/09/2024

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') and marketed under the 'iryo' brand. 

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 COMPANY’s website (www.iryo.eu), at station ticket sales and assistance offices (Espacios 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, the purchase is validated and the ticket is issued immediately.

The Conditions of Sale apply to all bookings and, in particular, to bookings with a number of nine passengers or less. For bookings with more than nine passengers, the Special Group Conditions shall also apply. In the latter case, if there is any discrepancy between the Conditions of Sale and the Special Group Conditions, the latter shall prevail. 

The transport document or ticket is the document that formalises the transport contract executed between the COMPANY and the passenger. The ticket is an Aztec-coded electronic transport ticket that can be presented 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 (Espacios iryo), and Customer Service allow a maximum of nine passengers per booking, regardless of whether it is a one-way or round trip. To make a reservation with more than nine passengers, this must be done through a travel agency or by contacting the Groups Department of the COMPANY.

The COMPANY provides various platforms for passengers 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 (Espacios iryo).

Furthermore, a dedicated channel is available for agencies at a specific website (www.agencias.iryo.eu.). In addition, there are authorised Distributor Platforms by business agreement with the COMPANY. Purchases of tickets from Authorised Distributors shall be made on the terms and conditions advertised by the Authorised Distributors and at their sole risk. 

The COMPANY is only responsible for tickets purchased through official channels. 

For any issue in connection with technical difficulties using an authorised Distributor platform or with the terms and conditions of the distribution service, please refer to the said Distributor.

The functionalities described in this document that pertain to the mobile applications of the COMPANY may be subject to their availability. Customers can perform all mobile applications functions either through the Customer Service Department or at the assistance and ticket sales offices located at the stations (Espacios 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 specific website (www.agencias.iryo.eu), assistance offices, and ticket sales at stations (Espacios iryo).

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 authorised 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:

•    Credit or Debit Cards (VISA, Mastercard, American Express, Diners).
•    Paypal.
•    Purchase vouchers or 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 Club Yo 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 the COMPANY’s 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: surnames of the traveller and booking code or travel date and booking code.

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

Fraudulent use of payment methods

The passenger must use the payment methods authorised by the COMPANY for the payment of the booking, whether they are owned by the passenger or by third parties, in the latter case with the relevant authorisation of the holder.

In the event that the COMPANY receives a complaint from the entity issuing the payment method resulting in the refund of the amount of the ticket (chargeback) due to the fraudulent use of said means of payment, ILSA will cancel the reservation affected by said complaint. Likewise, ILSA reserves the right to cancel all bookings that have been paid for with the means of payment affected by the complaint, reimbursing the amount.

H Seat

The spaces provided for wheelchair users on the COMPANY's trains are strictly reserved for passengers in wheelchairs who make the trip without leaving their wheelchair (hereinafter referred to as 'H Seat'). 

In the event that the passenger occupying an H Seat travels with an accompanying person, both must go to the access control and board at the same time. Accompanying persons will not be allowed to board if they go to the access control without the wheelchair passenger. If an accompanying person finally boards the train, they must be regularised, as they do not have a valid ticket, subject to availability of space depending on the occupancy of the train (see 'Regularisation'). 

An H Seat cannot be occupied by passengers who enter the train in a wheelchair but travel in a conventional seat. If this is not the case, the passenger must regularise their situation, as they do not have a valid ticket, subject to availability of space depending on the occupancy of the train (see 'Regularisation'). 

A passenger who is denied access to the train for failing to comply with the conditions for purchase and use of H Seats will not be entitled to any compensation or refund.

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 COMPANY's mobile application, the Customer Service Department, the COMPANY's website (www.iryo.eu), and at station ticket sales and assistance offices (Espacios iryo). 

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

The conditions for making changes are determined by the fare  purchased. However, under no circumstances is it allowed to add new passengers to the booking or make changes 365 days after the original purchase date.

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 day of travel. Based on the fare purchased, some tickets may allow time changes on the day of travel. Changes can be made up to 30 minutes before the scheduled departure time. 

The conditions for making time changes are determined based on the fare purchased. Under no circumstances may the outward journey be changed to a return journey in the case of a return booking.

2. Changes in date. All tickets allow you to change the date of your trip with the limitations indicated in these conditions and according to the specific conditions of the fare purchased. “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  Tickets may 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 missed train. 

The specific conditions for the change due to missed train will depend on the fare purchased.

The transfer is subject to the availability of the next train at the original ticket price and in no case can the passenger choose the departure time of the new train. This procedure must be carried out through the Customer Service Department or at the Assistance and Ticket Offices in the stations (Espacios iryo).

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

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

You can change the name of a passenger on all tickets up to 30 minutes before the scheduled departure by contacting Customer Service or at the customer service and ticket sales offices at the stations (Espacios iryo). The amount, if any, to be paid to change the name of a passenger will be determined based the fare purchased.

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. Failure to present the document certifying the discount is considered an irregular situation and may lead to the denial of access to the train.

Changes in complementary services

You are not allowed to make changes to complementary services that are associated with or independent of the purchase. On the contrary, cancellation is allowed (see 'Cancellation of complementary services'). 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, if included in the fare purchased. The cancellation conditions are determined by the fare purchased.
Cancellations can be made via the COMPANY's website (www.iryo.eu), the COMPANY's mobile app, at station ticket and assistance offices (Espacios iryo) or by contacting the Customer Service.

If you purchased a ticket through a travel agency, you must contact the travel agency to request and manage the cancellation.

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

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.

Cancellation of complementary services

It is possible to cancel complementary services together with the ticket. The procedure to be followed is the same as for the cancellation of the ticket (see 'Cancellation'). 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 (Espacios 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 you purchased a ticket through a travel agency, you must contact the travel agency to request and manage the fare upgrade. 

If there is a possibility of an upgrade, any difference in price will have to be the subject of payment.
 

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 package measuring maximum 55x35x25 cm.
    Handbag with maximum dimensions 36x27x15 cm.

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

    1 package with a maximum size of 70x55x35 cm.
    1 package measuring maximum 55x35x25 cm.
    Handbag with maximum dimensions 36x27x15 cm.

Infinita Bistró and Infinita Bistró Open rates include:

    1 package with a maximum size of 70x55x35 cm.
    1 package measuring maximum 55x35x25 cm.
    Handbag with maximum dimensions 36x27x15 cm.
    Pet weighing no more than 10 kg in a 60x35x35 cm crate.

If you request the assistance provided by the Administrador de Infraestructuras Ferroviarias (ADIF) to enable you to board and disembark from the train, the total weight of all permitted pieces of baggage shall have a maximum total weight of 25 kilograms.

Bicycles

Access to the train is only permitted with a bicycle, provided that it is disassembled and contained in a closed bag or suitcase suitable for its transport. A bicycle is considered as one piece in the baggage policy, and therefore must comply with the maximum dimensions allowed for baggage inside the train. Carriers are responsible for loading and unloading the pieces containing the bicycles, for their safekeeping and supervision during the trip to ensure the safety and comfort of other passengers and for any possible damage that the bicycles may cause to third parties or to the train.

For ticket acquired before 18 April 2024 

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 (Espacios 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 are available for all fares (except Infinita Bistró) if purchased more than 24 hours before the scheduled departure of the train.

A refund of 80% of the additional service will be made if the reservation or ticket is cancelled more than 24 hours before the scheduled departure time. 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. In the event of an exchange of a ticket subject to the Infinita Bistró fare less than 24 hours before the scheduled departure time of the train, the menu chosen by the passenger may not be available and may be replaced by another menu depending on availability.

Pets 

The following conditions do not apply to assistance dogs. These dogs may travel free of charge and without the need to purchase a separate ticket, and must travel at the passenger's feet or at the passenger's side. 

Pets up to 10 kilograms travelling in a carrier

The complimentary pet service allows you to include one pet or domestic animal (dog, cat or ferret) 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, complementary services must be added during the purchase process for all fares. 

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 for carrying animals not declared at the time of purchase will not be entitled to any compensation or reimbursement.

Attendants may move the animal and its owner to another part of the train at the request of another passenger, or take such action as they deem appropriate in the circumstances if they consider that a conflict, inconvenience or threat to other passengers or to the train crew is taking place.

Dogs weighing more than 10 kilograms travelling without a carrier

The COMPANY allows the purchase of one special ticket per passenger for dogs weighing more than 10 kilograms, with a maximum of 8 large dogs per train, subject to availability based on the occupancy of the train. This service is available on the routes, destinations and schedules specified by the COMPANY. The permitted period of travel is from 17 June to 31 August 2024, subject to potential changes which will be posted on the COMPANY's website. 

•    Purchase procedure

You must contact Customer Services in order to purchase these tickets (special ticket for the dog and Singular fare ticket for an adult passenger. If you wish to add more than one adult, you must make a separate booking). Likewise, you should check the guide available on the website, which contains the steps to follow, requirements, documentation to be completed and regulations to be complied with for the correct development of the trip. No changes are allowed. Only cancellation is allowed.

Any cancellation of the adult passenger's ticket will automatically lead to the cancellation of the special ticket for the dog, under the cancellation conditions of the Singular Fare.

•    Access to trains:

The passenger must go to the customer service and ticket sales office (Espacio iryo) located at the departure station at least one and a half hours in advance to present the required documentation so that it can be accepted by COMPANY's personnel and collect the dog kit (seat cover and floor mat that the passenger must place in the seat assigned to the dog). It is the responsibility of the dog handler to ensure that the documentation presented complies with current regulations.

During transit through the station and when boarding and disembarking the train, the dog must wear a muzzle, which is not necessary during the trip. When walking around the station, the dog must be muzzled and kept on a non-extensible leash of a maximum length of 1.5 metres.

The passenger must be seated in the aisle seat and the dog may travel either on the floor or on the seat, but always in the window seat. In addition, it shall travel on a leash at a distance of less than 1.5 metres, but without a muzzle.

During the journey, the dog and the passenger must remain in their assigned seat and may not access the platform or move around the other cars or the cafeteria, except in situations of need as assessed by the company's on-board train attendants. The dog must be accompanied by the traveller at all times.

•    Access control, exclusion situations:

You are not allowed to travel with a dog in heat.

You are not allowed to travel with a dog less than 1 year old or a potentially dangerous dog according to current regulations.

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.

•    Domestic animal handler:

The passenger must be of legal age and be the owner of the dog or, where applicable, bear a signed and identified authorisation from the owner.

The customer must have compulsory dog insurance in accordance with current laws.

The customer must also bring a cleaning kit for any incident with their dog (sachets, wipes and disinfectant and anti-odour spray).

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.

Detailed information regarding the cancellation of bookings, tickets and/or complementary services can be found on the COMPANY's website (www.iryo.eu), where the amounts and conditions of refund to the customer are set out.

For the refund to be made, it is always necessary to cancel the booking, tickets and/or complementary services. Cancellations may be requested up to 30 minutes before the scheduled departure of the train. 

The conditions for making changes are determined by the fare purchased. If the passenger misses the train, the passenger is entitled to be rerouted on the next train in case of fares that include this option, but they are 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.

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 regularise 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 regularisation 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.

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

It will also be possible to send the application by post to the offices of the COMPANY, whose address is Calle Méndez Álvaro, 56, 5ª planta, 28045 Madrid. 

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

The official complaint form can also be accessed and downloaded electronically from the website www.iryo.eu.

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

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

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

Conditions of sale before 19/12/2023

See sales conditions

 

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

See sales conditions