1.- Prior Information

The following text presents the general terms and conditions (hereinafter, the "General Conditions") that will govern the contracting procedure on www.trenesturisticos.es between the user and VIAJES ALSA, S.A.U., an online travel agency, with registered office at Calle Josefa Valcárcel, 20, 28027, Madrid, CIF A-28689891, registered in the Mercantile Registry of Madrid, in Volume 25806, Folio 201, Section 8. Sheet M-16079, License CIC-MA: 3548, a company that markets the products and/or services offered through this website. The user or customer (hereinafter, the "User" or "the Customer") is informed of these General Contracting Conditions, which have been known to the User prior to the start of the contracting procedure. By clicking on the button: "I have read and accept the General Conditions", the User undertakes to accept them fully and without any reservation.

2.- Object

The object of the General Conditions is to determine the legal conditions applicable to the online contracting procedure between VIAJES ALSA, S.A.U. and the User to allow the purchase of the tourist products and services offered on www.trenesturisticos.es. The products and/or services that the user can contract through this website will be governed by the provisions of their respective general contracting conditions published on the website, which can be consulted by the user at any time both before and during the contracting process. The prior acceptance of said general conditions is an essential requirement for the contracting of any product and/or service offered by VIAJES ALSA, S.A.U. through www.trenesturisticos.es, as will be duly informed when the time comes.

 

3.- Identification of the parties

The person responsible for the contractual offer is VIAJES ALSA, S.A.U., an online travel agency, with registered office at Calle Josefa Valcárcel, 20, 28027, Madrid, CIF A-28689891, registered in the RM of Madrid, in Volume 25806, Folio 201, Section 8. Sheet M-16079, License CIC-MA: 3548. The User is the purchaser of the tourist products and/or services offered on the website (hereinafter: "products"), who must be over eighteen (18) years of age and have full capacity to act to enter into binding contracts. The user declares to be of legal age and to have sufficient legal capacity to be bound in accordance with the provisions of this document. VIAJES ALSA, S.A.U. will not be responsible in any case for the contracting of services by minors.

4.- Characteristics of the products

On this e-commerce site, the User may purchase various tourist products that will allow the contracted services to be provided. The description of each of them will be obtained by selecting and clicking on the product previously selected during the contracting process carried out on this website.

 

5.- Contracting process

On the website www.trenesturisticos.es the purchase of the products and/or services selected by the User will be completed, with payment being made through it. By making the payment, it is understood that the User gives their consent to the offer made by VIAJES ALSA, S.A.U. and the contract will be understood as perfected. Previously, the User must click on the button "I have read and accept the general conditions". VIAJES ALSA, S.A.U. will send the User, within a maximum period of twenty-four (24) hours, by email, a confirmation of their request indicating that their order is being processed, which will contain the details of the contract made.

 

6.- Sale of Tourist Train holiday packages

VIAJES ALSA, S.A.U. will sell holiday packages at the points or establishments enabled for this purpose, where the packages can be obtained and any applicable discounts requested according to the conditions of the service. To facilitate the acquisition of the holiday package, alternative means of sale are also available, through travel agencies, Internet, telephone, self-service machines, etc., in which the conditions will be specific to each medium. Improper use of the website for fraudulent purposes will give rise to the corresponding liabilities, if it is proven that they acted in bad faith, fault or negligence. To make the purchase through the Internet, each of the steps established on the website must be completed; the purchase will only be considered completed once the financial data has been entered and the Pay button pressed, at which time the corresponding charge will be made to the card and the ticket will be issued. Tickets purchased on the Internet are nominative. When accessing the train, you will be asked to carry a ticket together with a DNI or valid equivalent legal document that allows the identity of the ticket holder to be proven. To prove the status of a minor, the Family Book or DNI, as the case may be, will be requested when accessing the train to prove said status.

 

7.- Price of holiday packages

The total amount of the holiday packages purchased is composed of the price of the services that make up the holiday package contracted according to the Special Regime for Travel Agencies. The euro is the only currency used in all transactions carried out on www.trenesturisticos.es.

 

8.- Discounts

The conditions for cancellation and change of discounted tickets are exactly the same as for other tickets. However, in certain promotions there are specific limitations on cancellation and change, so we remind you that you must consult the conditions of the promotion before purchasing the ticket and that its acceptance implies knowledge on your part. The large family discount does not apply.

9.- Payment Methods

Payment with credit or debit cards (American Express, Visa, 4B, Maestro and Mastercard), PayPal and Bizum are the only payment methods accepted on the official digital channels of www.trenesturisticos.es. Sales made through PayPal and by card are marketed by the company Servicios del Principado S.A. (NIF: A33088220) belonging to the Alsa Group. Payment with credit or debit card (American Express, Visa, 4B, Maestro and Mastercard).

 

10.- Invoice

The ticket itself constitutes an invoice as it reflects all the necessary data in accordance with current regulations on the matter. However, if you wish an invoice for the contracted services, you can opt to: Use the invoice request form available in the "Ticket Management" section of the website www.trenesturisticos.es. Request the printing of the tickets at the point of sale and send them by post to the address: Customer Service Department. C/Josefa Valcárcel, 20. 28027 Madrid (Spain). You must indicate the necessary data of the invoice recipient and the shipping address for the invoice.

 

11.- Minors

Children under 12 years of age must always travel accompanied by adults. Strollers are allowed on board the tourist train. Strollers must be folded before boarding the train. Strollers that take up little space when folded (umbrella type) may be placed in the passenger compartment, in the upper luggage racks. Larger ones will be labeled (giving the corresponding receipt to the passenger) and taken by the attendants to the department enabled for that purpose. Once at the destination, it will be delivered to the passenger upon presentation of said receipt. It is strictly forbidden to place strollers in the aisle, entrance hall or toilets. The train does not have baby changing facilities nor does it have the possibility of heating bottles. From the age of 4, minors must pay for a seat. Babies under 4 years of age who wish to occupy a seat will be considered children and therefore must buy a ticket. Babies under 4 years of age who do not wish to occupy a seat must travel sitting on an adult. They must carry a zero-cost ticket and only one baby per adult is allowed. Accreditation of the status of a minor will be carried out by presenting the Family Book or DNI, if they have one. The aforementioned documentation may be requested at the time of purchase, at the physical point of sale and at the time of accessing the train.

 

12.- Special campaigns and promotions

The special promotional campaigns for certain tickets programmed by the company are subject to particular conditions available to passengers, at least, at the point of sale and on the website. These conditions will prevail over any other condition.

 

13.- Cancellation

Cancellation of holiday packages is only possible if requested at least 24 hours before the start of the service. In case of cancellation, VIAJES ALSA, S.A.U. will return the full amount of the package to the passenger if requested at least 48 hours before the departure of the service. If the cancellation is requested between 48 and 24 hours in advance, the company will return the amount of the ticket deducting 10%. Tickets with discounts or special promotions do not allow cancellation unless expressly mentioned otherwise in the conditions of the promotion. After 24 hours, cancellation costs will be 100% of the booking amount, except in those cases where, due to force majeure, according to the definition established in the Civil Code (duly justified), the customer has not been able to use the contracted services. Tickets purchased through the information and sales service 910 200 782 and the website www.trenesturisticos.es may be cancelled through the same channels where they were purchased as long as the tickets have not been issued. Tickets purchased with a bank card can only be cancelled against the card with which the purchase was made. The non-appearance of the passenger at the place and time of departure will entail the loss of the tourist service and will not give the right to change the service or refund its amount. The non-appearance of the customer at the meeting point of the activity at the established time (if applicable) or on the specific day of the provision of the service will imply the loss of the reservation without the right to financial compensation by ALSA.

 

14.- Changes

Ticket changes are allowed as long as the fare and the selected tourist train permit it.

 

15.- Withdrawal

This is the power of the user to terminate a contract in certain cases without needing to justify their decision or assume any penalty. In accordance with article 93 k) of Royal Legislative Decree 1/2007, which approves the Consolidated Text of the General Law for the Defense of Consumers and Users, the regulation of distance sales (with the exception of article 98.2) does not apply to passenger transport service contracts. Therefore, the right of withdrawal does not apply to reservations for passenger transport services. In this way, in the event that the user expresses their will to cancel the contracted tickets, the cancellation conditions of the transport operating company in question will apply.

 

16.- Responsibility

VIAJES ALSA, S.A.U. will be liable to the customer according to the obligations corresponding to its management area of the contracted service, for the correct fulfillment of the obligations derived from the contract, regardless of whether these must be executed by itself or other providers or operators of the contracted service and without prejudice to the right of VIAJES ALSA, S.A.U. to act against said providers or operators of the contracted service. The liability of VIAJES ALSA, S.A.U. will cease, as a consequence of the non-execution or defective execution of the contract, when any of the following circumstances occur: – That it is attributable to the customer. – That it is attributable to a third party, unrelated to the provision of the services provided for in the contract and is of an unforeseeable or insuperable nature. – That it originates from causes of force majeure and/or events that VIAJES ALSA, S.A.U. and the service operators, despite having applied all necessary diligence, could not foresee or overcome. Compensation for damages, if any, for non-compliance or poor execution of the services, will be limited to what is provided for in current national regulations. The liability of the carrier lies with the company that actually performs the service. The transport company will not be liable for non-compliance that is not directly attributable to it, nor for those produced by chance, force majeure, or for meeting legal or administrative requirements. Similarly, it is not responsible for the loss of connection of its services with other transport, whether its own or others'.

 

17.- Smoking Prohibition

Smoking is absolutely prohibited on the train (Art. 6 R.D. 1293/1999).

 

18.- Accessibility of Tourist Trains

Due to the characteristics of the trains corresponding to historic trains, and the characteristics of the subsequent activities themselves, persons with disabilities and reduced mobility are informed that this is a non-accessible service. The trains are not equipped for the transport of people in their own WHEELCHAIR. People with disabilities or reduced mobility (not PMRSR) may use the train, taking into account that it will be the accompanying persons or the train staff who must help the passenger. People with disabilities or reduced mobility have boarding priority. The narrow corridors of the train complicate the access of wheelchairs or other means, so it must be a folding chair and the person will have to access the cabin assisted by TRENES TURÍSTICOS staff.

 

19.- Pets

The access of pets (dogs) is allowed, whose weight is less than 30kg and provided they wear a muzzle and are held with a short leash or placed in a carrier. They can travel at no additional cost on the train (placed in the passenger compartment, although relocation is possible) and must be duly documented, accompanied by the animal's owner.

 

20.- Sports equipment

Due to the limited space available on the train, and being subject to subsequent visits, bicycles and other high-volume sports equipment are not allowed on the train, except in some cases where the train allows it. The conditions of each holiday package should be consulted.

 

21.- Complaints

There are no physical complaint books.

 

22.- Contact

We provide you with different contact alternatives: Sending emails through the forms located in the "Help and contact" section of the website www.trenesturisticos.es or to the email: info@trenesturisticos.es. Telephone: 902 42 22 42 Written contact: C/Josefa Valcárcel 20, 28027 Madrid Improper uses. Good practices Tourist Trains. The user is considered to be making improper use of the service in the following cases: – The ticket has not been validated inside the train or their status as a passenger has not been regularized. – If it is a reduced price ticket and the passenger cannot prove it with the corresponding documentation. – If the user carries a ticket with signs of having been manipulated or forged, it will be withdrawn and documentation will be required to file the corresponding complaint. Subsequently, the person will be told to leave the train or premises. – Users must maintain civic, correct and respectful behavior towards the rest of the passengers and staff. It is strictly forbidden: – To circulate with bicycles, skates or similar through the interior enclosures, halls and platforms. – To enter or leave the train after the acoustic signal has sounded. – To introduce objects or materials that may be dangerous or annoying to users. – To travel in places other than those intended for users or in unsuitable conditions. – To prevent or force the opening and closing of train access doors or manipulate the operating mechanisms intended only for the company's staff. – To use the train's alarm devices without justified cause or prevent their legitimate use. – To distribute propaganda, stick posters, beg, organize games of chance, sell or offer goods or services, or any kind of artistic activity in the trains and facilities, without the company's authorization.

 

23.- Legislation and jurisdiction

VIAJES ALSA, S.A.U. reserves the right to modify, limit or cancel these General Conditions at any time. These general conditions will be subject to Spanish legislation, in particular to Royal Legislative Decree 1/2007, General Law for the Defense of Consumers and Users. The parties submit, at their choice, for the resolution of conflicts and waiving any other jurisdiction, to the Courts and Tribunals of the client's domicile.