Terms & Conditions

1. Identification of the owner and applicable legislation

In compliance with Article 10 of Law 34/2002 of July 11 on Information Society Services and Electronic Commerce (LSSI-CE), notice is hereby given that the owner of the website railyo.com is GLOBAL REPRESENTACION TURISTICA SL (hereinafter, “GRT”), with Tax ID (NIF) B62717301 and registered office at Rambla de Catalunya 105, Principal 2a, 08008 Barcelona, Spain, registered in the Barcelona Commercial Registry, volume 34138, folio 0189, sheet 242681, entry 021168626.

These Terms govern the use of the website and the distance-selling relationship between GRT and the user or customer, in accordance with Law 7/1998 of April 13 on General Contract Terms; Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users), as amended by Law 3/2014 of March 27; Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 of December 5 on Personal Data Protection and the Guarantee of Digital Rights; Law 7/1996 of January 15 on the Regulation of Retail Trade; and the LSSI-CE.

The purpose of the website is the sale of train tickets. The duration of the contract is tied to the completion of the contracted service.

GRT reserves the right to modify the website content, the terms of use, and the terms of contract without prior notice. Such modifications shall be binding while published on the website and until validly replaced by subsequent modifications. GRT may, in certain cases, apply Special Terms that take precedence over these General Terms, announcing them in a timely and appropriate manner. The Terms in force at the time of purchase shall apply to the customer.

2. Terms of use

User status and responsibilities

Browsing, accessing, and using the website confer user status and imply acceptance of these terms of use, without prejudice to the mandatory legislation applicable in each case. The user is responsible for the proper use of the website, which includes:

• The truthfulness and lawfulness of the information provided in the website forms.
• Not using the website’s information, services, or data in violation of these terms, the law, morality, accepted standards of conduct, or public policy, or in a manner that infringes third-party rights or impairs the operation of the website.

GRT’s websites are connected to third-party information (rail operators’ APIs). GRT is not responsible for changes made by such third parties that are not updated on its websites.

The user declares that they are of legal age or an emancipated minor and have the legal capacity and capacity to act required to access the website and enter into contracts through it.

Link policy and disclaimers of liability

GRT is not responsible for the content of websites accessed by the user through links on its website, nor does it guarantee their technical availability, accuracy, truthfulness, validity, or legality. GRT has adopted the necessary measures to prevent harm to users arising from browsing its website and is not responsible for any harm the user may suffer from browsing the Internet.

Intellectual and industrial property

GRT, in its own right or as an assignee, owns all intellectual and industrial property rights in the website and its elements (including images, sound, audio, video, software, texts, trademarks, logos, color combinations, structure, and design). The reproduction, distribution, and communication to the public of this content, in whole or in part, for commercial purposes without GRT’s authorization are prohibited.

The user may view, print, copy, and store the elements of the website solely for personal and private use. The user must refrain from removing, altering, circumventing, or tampering with any protection device or security system installed on GRT’s pages.

3. Purchase process

Purchasing through GRT’s websites constitutes express acceptance of these Terms and the terms of use. The purchase procedure is detailed in the corresponding section of the website.

Users and registered agencies

Individual customers purchase their tickets without needing to register. Registration on the website is reserved for travel agencies and other professional customers. The registered agency is responsible for keeping the identity and password obtained upon registration confidential and may not transfer them to third parties.

Purchase confirmation

GRT issues tickets once payment has been completed. Upon completing the purchase, the customer will see the confirmation on screen and receive it by email, together with their tickets. It is therefore essential to provide a valid email address during the purchase.

If you do not receive confirmation within 24 hours of purchase, contact customer service by telephone at +34 93 487 41 41 (Spain) or at info@grt.es.

The purchase confirmation is not valid as an invoice. If the customer requires an invoice, they may request one by writing to info@grt.es or through the website’s contact form.

Offers and availability

GRT provides information on the website about the features and prices of available tickets. When a ticket is on special offer, the offer price and its validity period will be indicated. GRT reserves the right to withdraw, reinstate, or change offers simply by changing the website content, and to cease offering access to them at any time and without prior notice.

Availability depends on rail operators and demand. Although GRT updates its information periodically, the requested ticket may sell out during the purchase process.

Inability to provide the service

If GRT is unable to issue the ticket or provide the contracted service, it will notify the customer by email as soon as it becomes aware of this, and in no event later than 30 days. GRT may offer, at no increase in price, a service with similar or superior features, or a full refund of the amount paid, including the service fee.

4. Prices and payment methods

Display of prices

Each ticket indicates its price and includes value added tax (VAT) or any other applicable tax. The prices displayed are those in force at any given time, except in the event of a typographical error. If the price differs for that reason, GRT will notify the customer by email before charging them.

Pricing and exchange rate policy

To cover unforeseen electronic payment costs, such as interbank fees or currency fluctuations, RailClick applies its own internal exchange rate. Accordingly, the price in euros displayed during the purchase may differ from the price displayed during the search and from the price shown on the PDF ticket. The difference will never exceed 3.6%.

Service fee

GRT applies a service fee to each booking made through its websites. This fee covers platform maintenance, customer service, and booking management, and is displayed during the payment process before payment is confirmed. Its refund is governed by section 5.

Payment methods

The ticket must be paid for in full upon completion of the purchase on the website. The customer may choose from the following methods, depending on the country from which they make the purchase:

• Credit or debit card.
• PayPal.
• Other payment methods such as Apple Pay, Google Pay, Bizum, or installment payments with Klarna, when available. The terms for each method will be displayed when it is selected.
• Bank transfer.

GRT does not store or process card data. All transactions are handled by external payment gateways (Stripe, Paycomet, and PayPal), which comply with the PCI DSS security standard. Payment data is entered directly on the provider’s page and transmitted in encrypted form using SSL technology.

If a purchase amount is fraudulently or improperly charged to a card, the cardholder may demand the immediate reversal of the charge. If the purchase was actually made by the cardholder and the cardholder improperly requests reversal of the charge, they shall be required to compensate GRT for the resulting damages.

Bank transfer

When selecting bank transfer, the customer will receive GRT’s bank details by email. The customer must include the reference number and their first and last names in the payment reference and make the transfer within 3 days following confirmation. The service will not be validated until GRT receives bank confirmation. The customer may send proof of payment to info@grt.es.

Payment must be made in euros. All currency exchange and bank fees shall be borne by the customer. For transfers from outside Spain, the customer must instruct their bank that the fees are to be borne at origin. Otherwise, GRT may suspend the contracted service if it does not receive the full amount.

5. Cancellation, changes, refunds, and withdrawal

Cancellations and changes

Changes and cancellations requested by the customer are subject to the terms of the selected fare and class, as established by each rail operator. The customer may consult them at any time in the “Fares & Classes” tab on railclick.com. The customer is also informed of them before completing the purchase and in the confirmation received by email.

Nonrefundable charges

Regardless of the ticket fare conditions, the following GRT charges are nonrefundable, whether the cancellation is initiated by the customer or by the rail operator:

• Service fee: As an exception, this is refunded together with the ticket price if the booking fails due to an error attributable to the RailClick platform and confirmed by the RailClick team.
• Currency exchange margin: any difference arising from the currency conversion applied to the payment, pursuant to section 4.

Refund of payment

Where a refund is due, it will be made using the same payment method used for the purchase, unless another method is agreed upon, within a maximum of 14 calendar days from the date GRT confirms the refund.

Withdrawal

In accordance with Article 103 of Royal Legislative Decree 1/2007 of November 16 approving the consolidated text of the General Law for the Protection of Consumers and Users, passenger transport services are exempt from the right of withdrawal where the contract provides for a specific date or period of performance. Accordingly, the customer expressly acknowledges and accepts that the 14-day right of withdrawal does not apply to the purchase of train tickets for a specific date through RailClick, and that any cancellation, modification, or refund is governed strictly by the commercial policy of the purchased fare and the relevant rail operator, without prejudice to the application of the terms set out in the “Nonrefundable charges” subsection.

6. Rail Protect service

GRT offers the optional Rail Protect service during the purchase process. This service does not constitute travel insurance. GRT acts solely as the refund administrator.

Rail Protect guarantees reimbursement of the ticket cancellation penalty, up to a maximum of €200 per booking (regardless of the number of passengers), when the customer cancels the trip before it begins for any of the covered reasons (health reasons, legal grounds, theft of documentation, or work-related reasons), provided that the cause arose after the service was contracted and is substantiated by documentary evidence within the established time limits.

The price of the Rail Protect service is nonrefundable once the service has been activated by the customer. It will only be refunded when the trip cancellation is due to the rail operator or an error in the RailClick platform confirmed by GRT. Administration fees, additional fees, fees for transactions in currencies other than the euro, and force majeure events are excluded from the guarantee.

Users who have purchased Rail Protect have access to a dedicated support channel for handling their refunds: 247@railclick.com.

The covered reasons, exclusions, time limits, and refund procedure are detailed in the Rail Protect Service Terms, which the customer accepts when purchasing the service.

7. Customer service and complaints

GRT provides a customer service department for any inquiries, issues, or complaints related to your purchase:

• Telephone: +34 93 487 41 41 (Spain)
• Email: info@grt.es
• Customers with Rail Protect: 247@railclick.com
• In writing: GLOBAL REPRESENTACION TURISTICA SL, Rambla de Catalunya 105, Principal 2a, 08008 Barcelona, Spain

GRT makes official complaint forms available to consumers and users upon request.

8. Data protection

In accordance with the GDPR and Organic Law 3/2018, personal data collected during purchase or registration will be incorporated into the processing system owned by GRT for the purpose of managing the purchase, fulfilling the commitments between both parties, and managing subsequent actions arising from it. The legal basis for processing is the user’s consent and/or the contractual relationship.

GRT will process the data lawfully, fairly, and transparently, ensuring that it is adequate, relevant, limited, accurate, and up to date, and will take reasonable steps to erase or rectify it without delay when it is inaccurate. Your personal data may be stored and disclosed to third parties to improve your experience on the website and system stability.

The data will be retained for as long as necessary to manage the contractual relationship or for as long as a legitimate basis exists (for example, to receive newsletters or advertising). If the user remains inactive for more than 2 years, their data will be deleted, unless there is a legal obligation to retain it.

The user may exercise their rights of access, rectification, restriction of processing, erasure, portability, and objection, as well as withdraw the consent given, by writing to the postal address indicated in section 1 or to info@grt.es. The user may also lodge a complaint with the competent Supervisory Authority.

You may contact the Data Protection Officer at dpd.cliente@conversia.es or by telephone at +34 872 987 665.

Further information is available in the Privacy Policy.

9. Governing law and jurisdiction

GRT reserves the right to bring any civil or criminal proceedings it deems appropriate for misuse of its website and its content or for breach of these Terms.

The relationship between the user and GRT is governed by Spanish legislation in force. In the event of a dispute, the parties may submit to arbitration or bring proceedings before the ordinary courts, in accordance with the applicable rules on jurisdiction and competence. GRT has its registered office in Barcelona, Spain.

Last updated: July 7, 2026