General Terms and Conditions
Trenes.com | Version: 18 September 2026

1. Identification and scope
These terms govern contracting through www.trenes.com with Online Travel Solutions, S.L., Spanish Tax ID (NIF) B-66144098, registered office at Calle Filipines, number 1, 08027 Barcelona, Spain, registered with the Barcelona Commercial Registry, volume 44,058, folio 99, sheet B 445955, entry 1, and travel agency identification code GC-003348, hereinafter referred to as Trenes.com.
Contact: info@trenes.com and contact form https://www.trenes.com/contacto.php. Our team may contact you from the official number +34936415868. The announced response time for requests submitted through the form is 24 to 48 hours.
These terms cover intermediation in the reservation and issuance of train tickets and, where offered, other transport services and ancillary services. Products subject to a specific legal regime, such as insurance or package travel, require the relevant information and additional terms before purchase; these general terms do not replace them.

2. Role of Trenes.com and the carrier
Trenes.com acts as an intermediary and ticket provider. The identity of the carrier and the characteristics of the service will be displayed during the purchase process and in the booking documentation.
The carrier is responsible for performing the transport service and for the obligations imposed on it by law and by the contract of carriage. Trenes.com is responsible for its own information, reservation, ticket issuance and management services, as well as for any other obligations imposed on it by applicable regulations. Its status as an intermediary does not constitute a general exemption from liability.
The operator's and fare's terms will be made available to the purchaser before payment. In the event of discrepancy, mandatory legal provisions shall prevail, and binding information provided to the consumer and any more favourable terms offered shall be respected.

3. Purchaser, travellers and booking data
The purchase must be made by an adult with legal capacity to contract. It may be made for the purchaser themselves or on behalf of other travellers, including minors, with the relevant authorisation or representation.
Before paying, the purchaser must check routes, stations, dates, times, names, travel documents, email address, fares and additional services. The purchaser must provide the other travellers with the relevant contractual and privacy information, without replacing Trenes.com's statutory information obligations.
Errors will be handled according to their nature, the fare conditions and applicable regulations. The user shall not be held responsible for errors attributable to Trenes.com or other service providers.

4. Pre-contractual information and purchase process
The process includes selecting the journey and fare, entering data, choosing optional services, reviewing the summary and total price, accepting the terms and making payment. Before completing the process, data may be corrected using the available options.
The summary provided before payment will identify the service, operator, travellers, fare, total price and breakdown of charges, change and cancellation conditions and, where applicable, the nature of connections. Optional services require an express choice and will not be added through pre-selected options.
The order will be placed using a button labelled "Buy and pay" or another unambiguous expression indicating an obligation to pay. The languages available for contracting are Spanish, German, English, French, Italian and Portuguese.
Trenes.com will electronically confirm receipt of the request in accordance with applicable legal requirements. Where a communication is only an acknowledgement of receipt or payment authorisation, it will be identified as such: it does not in itself constitute an issued ticket. The issuance confirmation will include the ticket or access to it and the applicable terms in a format that can be retained.
If issuance cannot be completed, the incident will be communicated and the payment authorisation will be cancelled or amounts charged for services not provided will be refunded, without imposing a different fare or an alternative without the purchaser's acceptance.
Contractual documentation may be retained through the communications received. Trenes.com will archive documentation that it is legally required to retain; to request a copy, contact info@trenes.com or use the form https://www.trenes.com/contacto.php, indicating the booking reference, the email address used for the purchase and the approximate date. After verifying the applicant's entitlement, the documentation relating to their booking and the version of the terms applicable to that purchase will be provided. Tickets and invoices may also be accessed through the options available in the user account.

5. Price and issuance fees
The total price, currency, taxes and mandatory charges will be disclosed before purchase. Trenes.com's issuance or management fees will be identified separately, and it will be indicated whether they are calculated per traveller, ticket or booking. No hidden mandatory charges will be added at the end of the process.
Issuance fees remunerate the reservation and issuance management service actually provided. In a voluntary cancellation by the traveller, they will not be refunded if the service has already been performed and this regime was disclosed before contracting, unless the law or specific terms provide for their refund.
These fees will not be retained when issuance is not completed for a reason attributable to Trenes.com, when the service for which they are charged has not been provided, or when regulations require their reimbursement. This clause does not limit rights arising from cancellations, non-performance or transport incidents.

6. Payment and security checks
The payment methods indicated during the purchase process are accepted. The payer must be authorised to use them. Authentication and verification mechanisms provided by the payment provider and by applicable regulations may apply.
A temporary authorisation of funds does not necessarily constitute a final charge. If an incident occurs, Trenes.com will cooperate in its verification and request the cancellation or refund that it is responsible for managing. No bank release period depending on third parties is guaranteed, nor is Trenes.com's own liability excluded.
If payment is declined or there are objective indications of unauthorised use, Trenes.com may suspend issuance while carrying out proportionate checks and will inform the purchaser, unless legally prevented from doing so. Any additional documentation must be necessary, limited and requested through a secure channel. Bank passwords or authentication codes will not be requested for transmission to customer service personnel.
In the event of an actual non-payment, Trenes.com may claim the amounts due and any legally recoverable documented costs or damages. Disputing a charge does not in itself constitute fraud. No penalties will be imposed merely for exercising the right to dispute a charge. Any pass-through costs must be legally recoverable, justified and proportionate; legal costs are governed by procedural rules and the relevant decisions.

7. Delivery and checking of tickets
Tickets will be provided through the means indicated during the purchase process, including the booking email and available download options. The purchaser must check receipt and report any missing ticket or error as soon as possible.
If the email address provided is incorrect, Trenes.com will endeavour to verify the applicant's identity and provide access to the documentation by an appropriate means. Failure to receive the email does not necessarily mean that the booking does not exist. Nor does it release Trenes.com from its own confirmation, delivery and assistance obligations.

8. Voluntary changes and cancellations
The possibility of changing or cancelling depends on the fare selected and the operator's terms communicated before contracting. Some fares do not allow these operations. Fare restrictions concern voluntary changes or cancellations and do not eliminate statutory rights in the event of service incidents.
When a fare permits cancellation and self-service is enabled, it may be requested from "My account" or through the booking link. Trenes.com's operational limit is up to 50 minutes before departure, provided that the operator does not require a longer notice period. The specific deadline applicable to the ticket will be disclosed before purchase and in its confirmation.
For operations requiring manual intervention, the anticipated notice period is 48 hours calculated in working days. Processing hours, the calendar of non-working days and the specific deadline applicable to the booking will be disclosed before payment and in the confirmation. The general response period for the contact form does not modify that deadline. A manual request does not in itself constitute a cancellation: the outcome of its processing will be communicated.
These limits may not be applied in a manner that restricts a mandatory right or shifts to the user the consequences of a delay attributable to Trenes.com. Where an alternative channel authorised by the operator exists for managing the ticket, it will be communicated. No general prohibition on contacting the carrier is established.

9. Cancellation management fees and refunds
For voluntary cancellations requested from Trenes.com, the operator's penalties provided for in the fare will apply where appropriate. In addition, Trenes.com's cancellation management fee is 7% of the total amount of the ticket or tickets being cancelled, provided that this was disclosed and accepted before contracting and corresponds to management actually performed.
Before confirming the cancellation, the calculation basis, Trenes.com's fee, the operator's penalty and the net amount to be refunded will be shown or communicated separately. Charges will not be duplicated for the same management service.
The 7% fee will not apply to merely exercising a complaint, correcting an error attributable to Trenes.com, or refunds for which the law prohibits deducting charges. Its application may not result in disproportionate compensation or reduce a mandatory refund.
Refunds will generally be made using the payment method used, unless a valid agreement exists for another method. A voucher will not be imposed where a monetary refund is due. Legally applicable deadlines will be respected; intervention by an operator or bank does not exempt Trenes.com from the deadlines and obligations applicable to it.

10. Right of withdrawal
Passenger transport contracts are not subject to the general fourteen-day right of withdrawal provided for certain distance contracts, pursuant to Article 93(k) of the consolidated text of the General Law for the Protection of Consumers and Users. The possibilities for voluntary cancellation of the ticket are those of the fare purchased, without prejudice to statutory rights in the event of incidents.
This exclusion does not automatically extend to intermediation services or other products contracted independently. Where any of them grants a right of withdrawal, its period, procedure, form and, where applicable, the legal conditions for requesting the immediate commencement of performance and for that right to expire will be disclosed.

11. Delays, cancellations and railway incidents
Passengers' rights are governed by Regulation (EU) 2021/782 where applicable, by other relevant rules and by any more favourable commitments assumed by the operator. Depending on the circumstances, these may include reimbursement, continuation of the journey, alternative transport, assistance and compensation.
Trenes.com will provide information and carry out the procedures falling within its responsibilities as a ticket provider. The user may submit claims falling within the operator's responsibility directly to the operator, without prejudice to claims against Trenes.com regarding its own obligations.
Information about works, temporary speed restrictions or other incidents does not constitute a general waiver of passenger rights. Whether compensation or an exception applies will be assessed according to legal requirements and the circumstances of each journey, including, where relevant, the information actually received before purchase. Any exception to compensation does not in itself eliminate rights to assistance, reimbursement or alternative transport.

12. Journeys with connections and separate contracts
Before purchasing an itinerary with connections, it will be indicated whether the tickets constitute a through ticket or separate contracts of carriage, as well as the relevant consequences in the event of missed connections.
Where separate contracts are involved, this circumstance will be expressly indicated for the specific transaction before payment and will be recorded in a communication or document that the traveller can retain. A generic statement in these terms does not replace such information.
The responsibilities provided for in Article 12 of Regulation (EU) 2021/782 will be respected, including those that may apply to Trenes.com when it combines tickets on its own initiative. Connections will not be considered independent solely because several operators are involved or several tickets are issued.

13. Documentation, luggage, minors and pets
Each traveller must carry the required tickets and documents and, where applicable, prove entitlement to a reduced fare. Relevant information on identification, access, luggage, transport of animals and travel by minors will be provided before contracting through the terms of the selected service.
The required arrival time at the station and access closing time depend on the operator and the journey. The traveller must comply with the advance time communicated for the service purchased.
Pets and other services requiring a reservation or supplement must be requested through the channel and within the deadlines indicated for the operator. Their admission is not presumed. Assistance dogs and the rights of persons with disabilities are governed by their specific rules.

14. Persons with disabilities or reduced mobility
Available information on accessibility and assistance will be provided, respecting legally recognised rights. Travellers may communicate their needs through the indicated contact channels. Where Trenes.com cannot process an assistance notification directly, it will indicate the appropriate channel for submitting it.
Advance-notification requirements will be those legally applicable to the service. The forty-eight-hour operational period applicable to certain manual changes or cancellations will not automatically apply to these requests.

15. Insurance and other optional services
Insurance is voluntary and requires express acceptance. Before contracting, the identity and status of the parties involved, the insurer, premium, product information, coverage, exclusions, claim requirements and applicable cancellation or withdrawal regime will be provided.
Cancellation insurance does not guarantee reimbursement for any reason: the purchased coverage applies. Its purchase does not replace or limit any rights existing against the carrier or Trenes.com.

16. Liability
Trenes.com shall be liable for breaches and damages attributable to it in accordance with the law. The user must reasonably cooperate in reporting incidents and preventing their consequences from worsening, without this constituting a waiver of their rights.
The scope of compensation will be determined according to the nature of the breach, documented damages and applicable legal rules. Liabilities that cannot be excluded or limited and non-waivable consumer rights remain unaffected.
The carrier's liability shall be determined in accordance with the national and international regulations applicable to the mode of transport and the service purchased, including any more favourable conditions assumed by it.

17. Enquiries and complaints
You may submit enquiries or complaints through the indicated contact channels and by post to the company's registered office. Identify the booking and describe the incident, providing only the necessary documentation. Confirmation of the complaint will be provided and a response will be given as soon as possible and, at the latest, within fifteen calendar days, without prejudice to any special deadlines that must be observed.
Complaints relating to the obligations of a carrier or other provider will be processed or referred as appropriate, identifying the party responsible for resolving them. This referral does not prevent claims concerning an action attributable to Trenes.com.
Official complaint forms and information on the competent public consumer authorities will be provided in accordance with applicable regulations. Where a complaint is not resolved directly, information will be provided on a durable medium about the relevant alternative dispute resolution entities and whether Trenes.com will participate or is required to participate in the procedure. For guidance on consumer procedures, you may contact the Agència Catalana del Consum or the consumer authority competent for your place of residence.
The consumer retains the right to contact the competent authorities and to bring legal proceedings.

18. Personal data, retention and updates
The processing of personal data is explained in the Privacy Policy. Acceptance of these terms does not constitute consent to advertising, non-essential cookies or other processing requiring consent.
The terms provided at the time of purchase shall apply to each purchase. Future updates will not retroactively alter the booking. If a provision is found to be null or non-binding, the consequences provided by law shall apply, while the contract shall remain in force where legally possible.
These terms are governed by Spanish law, without prejudice to mandatory rules protecting consumers by reason of their habitual residence and the rules applicable to the relevant mode of transport. The competent courts shall be those determined by law, without imposing exclusive jurisdiction in Barcelona on the consumer.