Conditions

Sale of Tickets

Hife sells bus tickets via the hife.es website (online) and in person at authorised sales outlets. Tickets may be obtained at these points and discounts may be requested according to the conditions of the concession. In addition to these sales channels, you can additionally purchase our tickets through travel agencies and online marketing platforms such as Movelia on your website www.movelia.es. In these additional channels the conditions will be specific to each medium.

Sales Channels

To promote the purchase of tickets, 3 types of sales channels are offered: Face-to-face Sales Channel, Online Sales Channel and Telephone Sales Channel. Improper use of any official HIFE sales channel for fraudulent uses will result in the corresponding responsibilities, if proven to have been exercised in bad faith, guilt or negligence.

Tickets and Seats

The number of passengers transported and tickets sold may not exceed that of authorized seats, which means that all minors count for the purposes of number of passengers transported (Royal Decree 965/2006) and, consequently, all must hold a ticket, regardless of age.

Payment Modalitis

There are different payment methods.

At ticket offices: on-site sales at ticket offices, the accepted payment methods are cash, bank card or transport cards.

On buses only: payment in cash or by transport card. IMPORTANT: It is recommended to bring the exact amount, as drivers are limited to payment with banknotes of 20 € maximum or immediately above the amount of your ticket (For example: tickets with a fare of 1 €, payment with the next higher fare, 5 €, 10 € and/or 20 € maximum). 

For online sales through our website, payment is made by credit card or Bono Virtual.

Tickets Purchased Online or By Telephone

In the case of HIFE tickets purchased through digital channels or through our telephone service of purchase the total amount of the tickets is composed of the price of the ticket according to the rates in force in the concession with the promotions and discounts in force, plus the additional amount expressed as a management cost. The cost of management shall apply to each ticket, with round-trip tickets being considered as a single ticket for the purposes of that cost. The price of the ticket includes 10% VAT.

Ticket Change

The non-presentation of the traveler at the place and time of departure will lead to the loss of the trip and will not give the right to exchange the ticket or refund it.
Changes may only affect the date or time of the service, and it is not possible to make any changes to the route, personal data of the traveler (s) and / or bus number.
Ticket changes must be made through the same channel through which they were purchased. The exchange of tickets purchased by telephone will be made at the calling number 977 440 300 from Monday to Friday, from 9:00 a.m. to 1:00 p.m. and from 4:00 p.m. to 8:00 p.m.
Only one change per ticket is allowed, the first time or date change being free, except in telephone sales, which may entail an additional management fee.
The closing of an open return ticket is considered as change. Ticket changes will be allowed up to 2 hours before the time that appears in the service and will be conditional on the existence of places available on the new date requested.
When a ticket change or closing is made, the place will not be able to be chosen since the company assigns it automatically.

Tickets Cancellations

The non-presentation of the traveler at the place and time of departure will lead to the loss of the trip and will not give the right to exchange the ticket or refund it.
Ticket cancellations must be made through the same channel through which they were purchased. In the event of cancellation of a ticket purchased by means of a discount card or at a face-to-face point of sale, you must go to the point of sale or, failing that, physically send the ticket to HIFE to effect said cancellation. In case of loss or misplacement of said ticket and not being able to present it properly, no changes or refunds can be made on it.
Ticket cancellations are associated with deductions based on your request, as follows:

• Cancellations requested, at least 48 hours before the departure of the service, the amount of the ticket is refunded, deducting 10%.
• Cancellations requested between 48 hours and 2 hours prior to the departure of the service will be refunded deducting 20% of the amount of the ticket.
• Less than 2 hours before departure, no ticket cancellations are allowed. 
• Tickets must be cancelled through the same channel through which they were purchased.
• In the event of ticket cancellation, the handling fee, if any, will not be refunded.
• The cancellation of return tickets is for both legs of the journey. It is not possible to cancel only one of the journeys.

Rates In Urban Services

In the case of urban services your bus tickets apply their own associated fares. Its marketing is face-to-face and is always carried out on board the bus, at the time of access to the bus by means of the vending machine or other supports on board the bus. Payment may be made, depending on the specific and commercial conditions of each service, by cash payment or by transport cards if you have associated them for these services. Please note that payment by bank card is not allowed.

Promotional Campaigns

The special campaigns promoting some of our bus tickets scheduled by HIFE S.A are subject to particular conditions available to travelers at the point of sale, website and will apply to the ticket purchased.

Tickets Purchased With Transport Cards or HIFE Sales Points

Can be paid in cash or by credit or debit financial card. They are the only means of payment accepted at HIFE outlets (box offices).

Return Tickets Face-to-Face Sale

On open return tickets, a journey will be closed before accessing the bus.  Closure can be made in any of our sales channels as long as there are places in the desired service.  If the return ticket does not include the day, time, seat and vehicle relating to the return, the traveler must show up at the corresponding sales office of the company at the latest in advance to confirm the return, which will be conditioned on the existence of available places on the requested date. The minimum time to close a return ticket is 10 minutes before accessing the service. There is no charge for confirmation of return. The open return will be valid for 6 months from the date of purchase and the possibility to close it will depend on the availability of places in the desired service.

Return Tickets Online Sale

If the closing time of the ticket is very close to the departure time of the bus the online system will not allow the process of closing by the website or the App. If the closing request is made in our telephone service, associated management costs may apply for that service.

Changes or Closing of Return Tickets

When a change or closing of the ticket is made, the place cannot be chosen as the company assigns it automatically. Changes may only affect the date or time of the service, it is not possible to make any changes to the journey, personal data of the traveler(s), assigned place and/or bus number. The closing of a ticket is considered as a change. Ticket changes are permitted up to two hours before the time stated on the service.

Purchase 

The online sales channel includes the sale through our website www.hife.es or app in which bus tickets purchased under this modality will always be nominative, personal and non-transferable. For its use it is required to verify a personal document of the traveler (ID, NIE or passport) and that this data corresponds to the personal identification number reflected on the ticket.   

If the ticket is purchased by a person other than the person who travels, the details of the person travelling will be completed. It is very important that you have prepared the ID, NIE or PASSPORT to show it to the driver who will carry out the checks of ownership of the same associated with the ticket purchased online.

On tickets purchased online for minors who lack documentation, it will be necessary to reflect the document of the person accompanying the minor in the section of the website reserved for this purpose. 

The sale of these tickets is subject to the existence of places and closes moments before the chosen service time, 10 minutes before. 

Until payment has been formalized through the financial institution, the ticket is not considered valid. 

For the payment of the online ticketing method we offer the possibility to always do so by bank card or through a virtual bonus account, in which the traveler can make a minimum top-up that will allow him to manage the purchase of his tickets and obtain discounts associated with them (see conditions of the Bono Virtual and HIfeClass® Points Program).

For all types of tickets purchased online, HIFE is not responsible for incidents related to tickets or locators in which travelers are not correctly identified. 

It is necessary to keep the paper printed ticket or locator number available to company staff.

The management of tickets must be made through the same online channel through which it was made, the purchase. Each channel applies its own conditions.

Tickets purchase online for other travelers

If the ticket is purchased by a person other than the person who will travel you will need to fill in the section with the details of the person traveling.  

Tickets Purchased Online for Children under 4 years old

On tickets purchased online for minors who lack ID, it will be necessary to reflect the ID of the person accompanying the minor, in the section of the website reserved for this purpose.

Purchase 

The sale of face-to-face tickets at the ticket office is conditional on the existence of places.  

The purchase of tickets will be closed as soon as the service has been announced by public address about 3 minutes before the departure of the service.    

Once the sale is closed, the bus can only be accessed if it has a sales machine en route and provided that the driver has not started the gear.  

The method of payment accepted at HIFE ticket offices and points of sale is payment in cash, by bank card, by discount card and/or with the T10/120 card.  

The non-presentation of the traveler at the place and time of departure will result in the loss of the trip and will not entitle him to exchange the ticket or refund of his/her amount.   

Tickets paid with a financial card may only be cancelled against the card that made the purchase.

Ticketing procedures

 HIFE offers 2 modes of transport cards depending on the lines and geographical areas of their travels and that can be used by pre-reloading a certain balance: the TRANSPORT card FOR GENERAL USE and the TRANSPORT CARD T10/120 for use in the geographical area of Terres de l'Ebre. These cards allow you to get discounts by pre-reloading a certain balance.

Services in which the General Use Transport Card is used offers discount on some urban transports and regular lines to: Castellón, Valencia, Barcelona, Tarragona and some regular lines of the Lower Aragon direction Zaragoza. The same card also allows you to purchase tickets, without discount, using it as a means of payment. It also allows its use in the self-sales machines located on the T-1 of Barcelona's Prat Airport.

Services Using Transport Card T10/120 allows 10 trips in 120 days at the price of 1 euro on trips within "les Terres de l'Ebre" provided that there is no transfer between different lines. It can be purchased and recharged on the same buses or at HIFE outlets. The T10 / 120 card is multi-personal and can therefore be shared by a group of people or a family. Your trips expire 120 days from the date of recharge. It also allows its use in the self-sales machines located at the Bus Station of Tortosa and Amposta.

Card cost and functionality

Transportation cards have a purchase price of 4 euros. It can be recharged on board our coaches and ticket offices. HIFE S.A is not responsible for your loss, theft or deterioration. The tariff increases will be assumed by the owner of the same and its technical duration is approximately 2 years. From the age of 2 or, when the company requires it for technical adaptations, it must be renewed by purchasing a new card so that its performance is the same. Cards can be purchased and recharged at our points of sale or on board the bus. Cards are not nominative; therefore their use can be multi-personal. Recharging can be done at any time, without that it is necessary to exhaust the entire balance and will always be associated with a minimum amount depending on the origin-destination of its services.  The balance of your card will be printed on the ticket that you are given after use and/or if not in the canceller of the bus can indicate it. The top-up can be done at any time, without the need to exhaust the entire balance.

Responsible and misuse of the card

HIFE is not responsible for the loss, theft or deterioration of the card. It is also not responsible for the location, nor does it have data that allow you to know the owner of the same. Fraudulent or improper use of cards or their handling will allow us to remove them from their owner to verify misuse.

Purchase 

The face-to-face sales channel offered on board our coaches allows payment by cash, by means of the HIFE discounted transport card or T10/120 transport card in the services received there. Both transport cards can also be recharged on board our coach machines.

In the case of payment with cash, payment will be made by exact amount of the ticket, whenever possible.  

Our drivers are obliged to accept tickets and extend ticket exchanges of up to 20 euros, provided that the amount of these does not exceed this amount.  

The condition for purchasing a ticket on board the bus is that the ticket office, or associated point of sale, does not exist or remains closed at the time of access to the service. Also in exceptional circumstances, informed by our staff, you can open the sale of tickets on board the bus.  

Ticket sales are closed provided that the service has not been advertised by public address or closed the computer sale and provided that the driver has not started the march.

In order to access the vehicle it is necessary to present the physical ticket, therefore, the traveler will keep it during the trip available to the staff of the company who requests it, along with the documents justifying the discount obtained by 

The bus machines do not allow changes of date and time of tickets. It only allows the closing of open return tickets.  

The closure of a ticket with an open return is possible, always conditioned on the existence of places and preferential access to the service of travelers with tickets purchased online or by telephone.  In case of ticket closures, the place cannot be chosen as the company will assign it automatically.

Purchase 

Our self-selling machines are installed in the bus stations of Amposta and Tortosa, as well as in the T-1 of Barcelona's Prat Airport.

Self-selling machines located at Amposta and Tortosa bus stations allow tickets to be purchased up to minutes before the service closes.   

In the case of the machine located on the T-1 of Barcelona Airport, once the bus has departed from Barcelona, the sale closes. This machine accepts the HIFE discount card and only allows payment by bank card. 

The self-sales machines installed in the bus stations of Amposta and Tortosa 

allow payments by bank card, purchase tickets using the HIFE discount cards or 

T10/120 card in the services under this modality and make your recharges.

To access the vehicle it is necessary to present the physical ticket. Keep the ticket during the trip available to the company staff on request, along with supporting documents.

Once the sale is closed, the bus is only accessed if it has a road sales machine always conditioned on the existence of places and preferential access to the service of passengers with tickets purchased online or by telephone.

Purchase

HIFE telephone operators shall sell tickets by telephone detailing to customers the associated management costs, if any.  

The sale of these tickets is subject to the existence of seats and closes moments before the departure of the bus, depending on the duration of the line to which the chosen shipment belongs. 

It is done by telephone call on 977 440 300 from Monday to Friday working days and from 9:00 a.m to 1:00 p.m. and from 4:00 p.m. to 8:00 p.m. 

This service has additional management costs associated with it and payment is made by bank card. Our staff will inform you of them at the time of purchase. 

Tickets purchased by telephone are nominative, personal and non-transferable. Verification of a personal document of the traveler is required for use and this data corresponds to the personal identification number reflected on the ticket.

HIFE is not responsible for incidents related to tickets or locators of bus tickets purchased by telephone in which travelers are not correctly identified.

We offer three types of bus ticket sales channels:

Online channel: through the websites hife.es or www.movelia.es

In-person channel: on board the bus or at authorized points of sale, such as ticket offices and travel agencies

Telephone channel: ticket sales through our telephone service

Improper use of any of Hife’s official sales channels for fraudulent use will give rise to the corresponding liabilities if it is proven that the action was carried out in bad faith, guilt or negligence.

Online and telephone ticket sales

In the case of bus tickets purchased through digital channels or through our telephone service, the total amount is made up of the price of these (according to the current rates in the concession, with current promotions and discounts) plus the additional amount expressed as management cost. The latter will be applied to each ticket, and round-trip tickets will be considered as one for the purposes of the said cost. The ticket price includes 10% VAT. Through our website payment is made by bank card or the Bono Virtual and by telephone only payment by bank card is allowed.

In-person sale

At our ticket offices and self-sales machines, the accepted payment methods are cash payment, bank card or Hife transport cards.

The sale of tickets on coaches can only be made by paying in cash or by transport card.

Important: Payment made on our buses is limited to the exact amount and/or, failing that, to the acceptance of notes with an amount immediately higher than the bus ticket fare. For example, in the case of bus tickets with a fare of €1, payment is accepted with €5 notes, if the ticket fare is €8, payment is accepted with €10 notes, and so on. 

The number of passengers transported and tickets sold cannot be higher than the number of authorized seats, so all minors count for the purposes of the number of passengers transported (Royal Decree 965/2006) and, consequently, all must have a ticket, without distinction of age.  

The purchase of a ticket broken down into sections for a route with direct sales between its origin and destination is not permitted. If our drivers detect fraudulent use, they will require the user to pay the normal rate or invite them to abandon the service. 

In the case of urban services, bus tickets apply their own associated rates. They are sold in person and always on board the bus, when accessing it, through the vending machine or other supports on board the vehicle for this purpose. Payment can be made in cash or with transportation cards if there are any associated for these services. Payment by bank card is not allowed.

Important: Payment made on our buses is limited to the exact amount and/or, failing that, to the acceptance of notes with an amount immediately higher than the bus ticket fare. 

Round-trip tickets, open or closed, can only be purchased online or at the ticket office; they cannot be purchased from the vending machines on the buses. Closing of open returns must be carried out through the same ticket purchase channel.

The minimum notice to close an open return ticket is more than 30 minutes before accessing the service, and The closure is subject to the availability of places. Confirmation of return does not entail any costs. If the ticket closing time is very close to the bus departure time, the online system will not allow the closing process through the web or mobile application.

The ticket with an open return will be valid for 3 months from the date of purchase, and the possibility of closing it will depend on the availability of seats in the desired service.

When changing or closing a ticket with an open return, you will not be able to choose the seat, since the company assigns it automatically. Changes may only affect the date or time of the service; It is not possible to make any changes to the route, the personal data of the travellers, the assigned seat or the bus number. Ticket changes will be allowed up to two hours before the time stated on the ticket.

The traveller’s failure to appear at the place and time of departure will result in the loss of the trip and will not give the right to exchange the ticket or a refund of the amount.

Ticket changes may only affect the date and time of the ticket; It is not possible to make any changes to the route, the personal data of the travelers or the bus number. When a ticket change or closure is made, the seat cannot be chosen, since the company assigns it automatically.

Ticket changes must be made through the same channel through which they were purchased. Tickets purchased by telephone can be exchanged by calling 977 440 300, from Monday to Friday, from 9 a.m. to 1 p.m. and from 4 p.m. to 6 p.m. Tickets purchased online without registration can be changed at User Assistance>Changes and cancellations. If registered, they can be changed through your HifeClass® profile.

Only one change is allowed per ticket, and the first change of time or date will be free (except for telephone sales, where it may entail an additional management fee).

Ticket cancellations must be made through the same channel through which they were purchased.

In the event of cancellation of a ticket purchased using a discount card or at a point of sale in person, you must go to the point of sale where you purchased it to make the cancellation. 

In the event of loss or misplacement of the ticket, as it cannot be properly presented, no changes or cancellations can be made to it.

Ticket cancellations have associated deductions based on your request and must be canceled through the same channel through which they were purchased. Therefore:

• Tickets at least 48 hours or more in advance of the departure of the service: the amount of the ticket is returned, deducting 10%.
• Tickets with at least 24 hours and up to 2 hours prior to the departure of the service: the amount of the ticket will be refunded, deducting 20%.

In the event of cancellation of the ticket, the management cost, if any, will not be refunded.

Cancellation of round-trip tickets is for both routes; You cannot cancel just one of them.

The special promotional campaigns for some of our bus tickets programmed by Hife are subject to particular conditions available to travelers at the point of sale and through the website, and will apply to the ticket purchased.

The user may request the withdrawal of the purchase (refund of its amount) through the digital channels enabled for sale, provided that the ticket has not been consumed or the period of validity established in these general conditions has elapsed. In accordance with article 93(k) of Royal Legislative Decree 1/2007 approving the Revised Text of the General Law for the Defence of Consumers and Users, the regulations on distance sales (with the exception of Article 98.2) on passenger service contracts are not applied. Therefore, the right of withdrawal does not apply to the reservations of human transport services.

Below are the General Terms and Conditions that define the operating characteristics and conditions of the HIFE HifeClass^® loyalty program intended for our users.

HifeClass^® offers you the possibility to participate in an extensive system of benefits, prizes, personalized information, promotions and rewards designed by HIFE. With this program you will have the option to redeem your points* earned and accumulated or purchase goods or services offered by other participating companies among other exclusive advantages. 

When you give us your contact details we will contact you to inform you about the balance and status of your points account, trades or remind you of the characteristics and benefits of the product for which you have registered, in addition to informing you about other products and services that may be interesting. 

*Program designed for early implementation.

By joining HifeClass® you become a Program Participant and confirm that you have read, understood and agreed to be bound by these Terms and Conditions of Participation and any changes or modifications we may make. These program terms do not in any way alter the terms or conditions of any other agreement you may have with us, including other products or services. When enrolling in HifeClass®, you also agree to be governed by our Privacy policyand our Conditionsof our website. If you do not agree to any of these terms, you will not be able to participate in the HifeClass® Program.

Limitations or exclusions to participate in this program: 

• Customers must be 18 years of age or older. Membership, points and rewards are not transferable. 

• It is the participant's responsibility to update their profile on the website or to report any changes to their details, including but not including but not too much about their name and/or address change. 

• Only one HifeClass® Program account can be  to a single owner and email address.

• In the event of a dispute over ownership of the HifeClass® user account, the authorized account holder shall be deemed to be the natural person to which it corresponds to the email address sent at the time of registration.

Enrollment in the HifeClass^® Program will be done from the website hife.es completing the registration process enabled for this in the section HifeClass® .

HIFE reserves the right to refuse registration or cancel any membership in the HifeClass^® Program revoking any and all unreturned points collected by any entrant for reasons including but not least fraud or misuse of your participation and/or any violation by the participant in these terms and conditions.

Through the HifeClass® Program, you will have access to the following benefits:

• Preferred Conditions Free changes of date and time of travel. 

• Free changes of date and time of travel. Please note that ticket changes are permitted up to 2 hours before the time stated on the service. 

• Buy online until the last moment before the close of sale. 

• Cancellations of tickets requested at least 72 hours before the closing of the sale of the service will be refunded the amount of the full ticket (without withholdings). 

• Possibility to receive certificates and invoices for your travels or Virtual Bonus top-ups. Get benefits on your management expenses on your bus ticket. 

• Web HifeClass® profile: 
• Custom and detailed space for:

  • Buy at discounts. 

  • View operation history. 

  • Save frequent paths. 

  • Remember traveler data. 

  • Summary of benefits.

• Custom APP.

• Virtual Bonus Access:

  • Discount system (up to 55%).

  • Buy Online from our website or app.

  • Multi-person.

  • Early purchase.

  • Bus seat lock.

  • Balance is not lost or expires.

• Comunications

  • Notifications and announcements of interest.

  • Events.

• Books/press at stations and inside the bus.

• Points program. 

The HifeClass Loyalty Program® ® offers you the option to accumulate points that will be converted into discounts. No process is required to earn points, simply as tickets are purchased they generate points. For every 10 euros of purchase on tickets, 10 points will be generated. In the table below you can see other ways to generate points. 

Other actions that generate points:

Subscribe to the HifeClass® Program: 50 points

Top up balance on the Bono Virtual: 5 points

Early Purchase *: 5 points

Fill out surveys: 5 points

Complete all profile data: 5 points

* Buy 5 days or more in advance, provided they are purchases over 10 euros.

These points will be accrued to an electronic account owned by the user in order to obtain tickets, discounts and other promotional items.

• Points are generated for each purchase transaction with an amount between 10 euros (10 points) and 20 euros (20 points max).  
• Not combinable with other fare discounts, for example, tickets purchased with large family discounts, round trip will not generate points...

The equivalence of points will be: every 100 points equal to 4 euros to redeem for tickets. ***

Points earned in the HifeClass® Program can be redeemed for Hife tickets at current rates.

The entire amount of the ticket must be paid through the points system and its equivalence in euros. The redemption will be made through the HifeClass® portal , and there is no possibility of partial payment, that is, one part of the ticket with points and the other with bank card or other payment systems cannot be paid or redeemed. This redemption will always be subject to the availability of places.

Points may only be redeemed by the user and cannot be transferred or exchanged for money or in kind.

***This equivalence is subject to periodic reviews that may be varied by the company.

Points issued or earned through HifeClass^®, including but not fewer, bonus points and other prizes earned by one of the Hife Group companies, will expire one year after the date they are generated and accrued to a HifeClass^® user's account. All points that have not been redeemed within their expiration period will be forfeited without notice.

Points earned for advance purchase will be cancelled if the date of the ticket is changed and the ticket does not meet the conditions for advance purchase*.

Points generated by the purchase of a ticket will be lost if the ticket is cancelled. 

By enrolling in HifeClass^®, you will automatically receive emails related to the Program, including emails of information about your account, services, travel, satisfaction surveys, and Hife Group products. We may also give you the option to opt-in to receive other marketing communications from the Hife Group at the time of registration or later in the user profile. If you cancel your HifeClass^® subscription, you will no longer receive communications related to the HifeClass. 

The HifeClass® Program and its benefits are offered under the criteria set by Hife. If for objective reasons or organizational issues we should cancel, modify, restrict or suspend the program you will be notified in advance in order to redeem the accrued rewards or benefits.

Unsubscribed by the User

A participant of HifeClass® may cancel his subscription to the Program at any time by sending a written notice of cancellation to the email hifeclass@hife.es. All unchanged Points, Reward Prizes and / or other HifeClass® benefits will be forfeited immediately and cannot be reset or transferred.

Changes Made by the Company

Any suspicion of abuse of the HifeClass® Program, breach of the Program Terms, illegal activity, fraud, misrepresentation or other conduct may result in the revocation of your current and / or future subscription to the Program. In this case, any rewards or benefits in your account will automatically expire and your access to the Program and features will end automatically.

The Virtual Voucher is a virtual balance (wallet) in your HifeClass® profile, with which you can buy tickets and benefit from discounts through a minimum recharge. This recharge entitles you to purchase Virtual Bonus discount fare tickets of up to a maximum amount. We put at your disposal the calculator to know how much this amount amounts to.

With the Virtual Voucher, the purchase of other tickets is also allowed, without a discount, as long as there is available balance.

Its advantages include:

Discounts (up to 55%).
Online payment from our website or app.
Does not expire.
Multi-person.
You ensure your place on the bus.
How to get my Virtual Bonus?

Your Virtual Bonus already comes with HifeClass, you just have to do a recharge and it will be ready to use.

How can I know if my usual route has a discount?

In the timetable finder on our website, check the route you want and there you will see all the rates, including the BONO VIRTUAL.

The Bono Virtual fare tickets cannot accumulate other offers, promotions or discounts.

Cancellations or refund of the Virtual Bonus balance

HIFE reserves the right to block the balance of a bonus for an unlimited time to resolve incidents, and to keep it blocked until contact with the client and the resolution thereof.

The Virtual Bonus balance is non-refundable, non-expiring and can be spent as needed.

Inappropriate use of the Virtual Bonus

Any breach by the traveler with the Virtual Voucher of the points reflected in these conditions will cause a blocking of the voucher that must be resolved by formal complaint to HIFE in writing on the form available in User Assistance > Claims.

HIFE reserves the right to admit voucher clients who have been previously blocked for fraudulent uses.

HIFE will not be responsible for incidents related to tickets / locators in which travelers are not correctly identified.

The information provided by a user, through the registration form will be kept in their personal profile accessible only through the user account. Such information must be valid, truthful and must be kept up-to-date.

The HifeClass^® user can change their contact information in their user profile.

All information that a user provides to HIFE when completing the application to HifeClass^® and/or redeeming Points is processed in accordance with the Privacy Policy and set out on the company's website.

By becoming a HifeClass^® user, you authorize the use of your data for the sending of personalized information, being able to define, modify or cancel communication preferences.

From HIFE we work to ensure access to our transport services to all people. Our goal is that they can enjoy our services in the same conditions of safety, equality and comfort, with the greatest possible autonomy. In many of our buses, stations and facilities we offer services adapted for people with reduced mobility.  For any questions, suggestions or clarifications about our services adapted for travelers with disabilities it is highly recommended that you contact us through our information, sale and assistance phone 977 440 300. 

Traveler with wheel chair 

In our line services we have vehicles adapted for wheelchair travelers. In our coaches there are places to travel in your own chair that will be booked at no additional cost, these seats are already default on the bus, therefore, they cannot be chosen and the assignment is automatic. You must book at least 48 hours in advance through our usual sales channels: buy online on our website, App, by phone at 977 440 300 and in person at our ticket offices.

If the traveler wishes to travel in a conventional seat he/she can do so and carry his/her chair in the trunk of the bus, at no additional cost. In this case, you should be able to get on the vehicle and accommodate yourself autonomously or carry a companion to help you do so.

The traveler must take into account: 

• It must be presented at the stopping point 30 minutes before the departure time. 
• If you wish to travel in a conventional seat you must access the bus and settle in autonomously or travel with someone who assists you and the wheelchair will travel in the trunk at no additional cost. 
• Our staff will assist you with boarding/disembarkation, assist with anchoring/unpinning the chair and assist with luggage, both at the origin station and at the destination station and rest stops.  
• It does not include accompaniment to the station, or assistance to eat or to go to the bathroom at the stops.  
• The PMRSR companion must purchase the ticket in a separate operation.

Traveler with mobility elements 

Travelers can carry poles and crutches on board, provided they can place them without compromising the safety of passengers. All other mobility aids must be traveled in the hold as baggage. Any element of any weight is supported, provided that it does not exceed the following dimensions (length and width 140 x 70 cm; Height 100 cm ) in this case we recommend to the traveler the use of covers to protect the element and luggage of other travelers. The transport of any of these mobility aids is completely free.

Traveler with special needs 

We recommend to travelers with special needs indicated below whom travel accompanied by people who can assist them: 

Traveler who needs special assistance to communicate. 

Traveler who does not understand indications from HIFE staff affecting safety. 

Traveler who needs to attend the service during the trip.

Children may travel unaccompanied under the responsibility of parents or legal guardians, these being those who decide the suitability of the unaccompanied journey based on the cognitive maturity of the child or other related factors. Our company believes that children under the age of 10 should not travel alone and, although parental authorization is only necessary to leave Spain, a minor should be accompanied by an adult who is responsible for it.

In the event that the parents or legal guardians decide that the minor unaccompanied adult travel responsible for it is highly recommended, write an authorization with information available to the driver or internal staff and that the minor will carry with him/her.  The authorization will include the information with the following data: first and last name of the parent or legal guardian, ID, NIE or PASSPORT, contact phone number, origin and destination of the trip. First and last name person who picks up the minor, ID or NIE contact phone, destination or stop where you have to go down, etc... It is advisable for the child's legal guardians to tell the driver traveling alone.  In case of arriving at the destination stop and not being present the person responsible for the collection of the minor our staff has internal instructions to contact the security forces of the area (police, civil guard...) to take care of the minor and the service to other users continue normally.

Download the authorization here. It must be completed

Children 4 years of age or older pay full ticket. On tickets purchased through our website for minors who lack documentation, it will be necessary to reflect the documentation data (ID, NIF or passport number) of the person accompanying the minor in the section of the website reserved for this purpose. Non-correspondence of the child's personal data will result in the cancellation of the child's parent or legal guardian's ticket.

Children under 4 years old must always be accompanied by adults. Children under 4 years of age will not be allowed in any service without the company of an adult. Children under 4 years old do not pay for a ticket, although they must access the bus by ticket accreditation of their trip.

In the absence of exclusive legal regulations regarding a specific approved safety system that can be adapted to our buses for the travel of infants and young children on buses, HIFE can only offer recommendations for making trips in the most comfortable way.  

Thus: the private or removable baby carrier chairs on the wheel chassis of the baby cart may be boarded on board the bus and the child's parent or legal guardian may be attached and accompanied by the child's parent or legal guardian. Baby strollers may be carried on board coach holds, at no additional cost, to do so, they will have to fold as much as possible and will be accommodated by the child's companion, following the driver's instructions if appropriate.

On international journeys, minors under 16 years of age must be accompanied by a legally authorized adult. Young people between the ages of 16 and 18 need a passport and police clearance to travel.

The transport of surfboards, skis or any other mobility equipment is subject to a supplement on the ticket price. 

These items must be in a condition to travel without causing damage and/or soiling other luggage or packages, and must be packed in some kind of box or bag for transport. 

For safety reasons, from November 15th 2023, electric scooters and will be prohibited on buses.

A musical instrument may be transported on board if it is considered fragile or valuable to be carried in the luggage compartment. In this case, an extra ticket must be paid.

If you choose this option, you can do it occupying the next seat. The passenger will be responsible for holding the instrument and carrying it. In the case of very bulky instruments, Hife personnel will be authorized to supervise, authorize or refuse their transport on board. In this situation, Hife is not responsible for any damages that may be caused.

Article 11 of the General Traffic Regulations prohibits the transport in the cabin of animals, except those of psychological accompaniment, assistance and guide dogs, all of them must show our staff the accreditation of the certificate that justifies it and will always travel accompanied, duly subject and under the responsibility of their owners.

• PETS ALLOWED in LUGGAGE: A maximum of one (1) pet per service, limited to small pets, understanding as such, dogs, cats, ferrets, birds (non-poultry), etc.... whose weight does not exceed 10 kg. Pets will be over 12 weeks of age, electronically identified by microchip and accompanied by the necessary documentation that identifies them with all mandatory vaccines per day according to the autonomic regulations of the place of origin and / or destination (health card or passport updated and in force). Such documentation may be requested by HIFE personnel prior to boarding. Pets must be uncovered, completely healthy, unhinged and able to move on their own. Pregnant females will not be allowed to be transported or a week after delivery.
• RESPONSIBILITY for the TRANSPORTATION of PETS: In general, the transfer of these animals is carried out under the sole responsibility of their owners, who will necessarily travel in the same service as the animal. The animal will be in good physical, hygienic and moody condition for the transfer, not being mandatory, although if recommended, the use of the muzzle in case of dogs. Veterinary experts recommend not traveling with pets on dates and times when the ambient temperature is above 25⁰C.
• CONTACT ACCESS to the BUS: The animal will travel in the hold always inside a cage (transport element or other closed and safe) provided by the traveler. The cage or carrier must have a waterproof bottom containing the debris.  They will travel subject to the driver's instructions so that they cannot move with the movement of the vehicle.
• You must show up for boarding accompanied by your pet, at least 15 minutes in advance, by personally placing the animal in the carrier and placing it on the coach, as directed by the driver.
• The boarding and disembarkation of the pet will be carried out by its owner, en making sure that there are no people in the vicinity in order to avoid uncomfortable or dangerous circumstances that could affect the rest of the travelers. In case of a technical stop make sure that you have the necessary elements: food, containers for eating and drinking, strap, harness, bags for bowel movements, etc...
• In coaches that do not have a luggage compartment, the space for transporting pets inside is limited to a space next to their owner, never on free seats, nor next to other users. The pet must not exceed 10 kg. The transport of these animals will be carried out under the full responsibility of their owners, who will necessarily travel in the same service. The animal shall be placed in a cage (carrier or other closed and secure element) provided by the passenger.

In the specific case of large families it is necessary to present, to any Hife staff that require it, the ID or passport along with the original supporting document or certified copy that justifies it. In addition, it is necessary that the effective date is updated at the time of accessing the bus.

There are 2 large family categories.

• The Category of Large Family of First or General entitles you to benefit from a 20% discount on the ticket.  
• The Category of Honor family or special entitles you to benefit from a 50% discount on the ticket.  

Large Family discounts cannot be accrued to other existing promotions.

In the purchase and use of such tickets (large family, single-parent families, etc...) it is essential that the traveler has the current document proving that he is the beneficiary of such a discount. At the time of accessing the bus, the traveler must show the said document to the driver next to the ticket. The absence of invalidity of being out of validity of the accreditation document for obtaining the discount implies the total loss of the amount of the ticket and the inability to travel with it. In case of non-compliance with this requirement, our staff is obliged to prevent the use of the ticket and under no circumstances can the economic difference be paid having to purchase another full ticket if you wish to travel. Available discounts vary depending on each concession or line. The conditions for cancellation and exchange of discounted tickets are exactly the same as for all other tickets taking into account that the accumulation of the discount with any promotion may vary those conditions. We remind you to always consult and accept the conditions of the promotion before purchasing the ticket.

The transport of bicycles on the bus is arranged by e-mail ttortosa@hife.es, at least 72 hours before the date of the journey. 

Our coaches have luggage compartments with different sizes and capacities, therefore, the number of bicycles allowed on our regular lines is 1-5  bicycle per expedition. 

The transport of bicycles is subject to a supplement on the ticket price. The cost of transporting bicycles is €3 per unit, except on full journeys in Catalonia, where transport is free of charge.

Bicycles must be in a condition to travel without causing damage or soiling other luggage or packages, and must be packed in some kind of box or bag for transport or, failing that, the chain area must be insulated with plastic to avoid soiling or damaging the rest of the luggage, and it is advisable, in case of space requirements, to remove the front wheel so that they take up less space.

Only folding bicycles marketed as such are exempt from payment on all our routes. Folding bicycles are defined as bicycles with hinges or elbows on the frame and handlebars that allow them to be folded and with wheels 20 inches in diameter or smaller, which allows them to be transported in their specific bag.

Preferential access to the bus is intended for passengers and their luggage, therefore, in the event of demand for this service, priority will be given to accessibility for passengers travelling without a bicycle.  

Hife reserves the right not to allow or vary the accessibility of passengers with bicycles, favouring the access of passengers with luggage or with special mobility needs. As we do not know the previous state of maintenance and conditions of your bicycle and/or mobile material (electric scooters, folding bicycles, etc...) our company is not responsible for any damage that may arise on the occasion of your transfer.

If you want an invoice for your tickets or travel discount cards recharges, request request it using the form available at User Assistance > Request invoice attaching the scanned tickets and / or the locator number along with the following information and the invoices will be sent to you by email:

• Name and surname or company information for the invoice.
• Full address (street, town, province and postal code), ID or CIF.
• An e-mail address.
• Contact telephone number.

The transport of everything that may contain dangerous materials or objects or of an excessive volume will not be allowed. Each traveler has the right to transport free of charge, up to a maximum of one suitcase per traveler not exceeding 30 Kg in the bus holds. In case of transporting more than one suitcase per traveler, a supplement of € 3 per additional suitcase will have to be paid.

Travelers may carry canes and crutches on board, provided they can be fitted without endangering the safety of travelers. The rest of the mobility aid items must travel in the hold as luggage. Any item of any weight is admitted, as long as it does not exceed the following dimensions (length and width 140 x 70 cm; Height 100 cm) in this case we recommend the traveler to use covers to protect the item and the luggage from other travelers. The transport of any of these mobility aid items is completely free.

It is not considered as accessory luggage such as mobility items, sports equipment or musical instruments. For the transport of these elements, consult the specific conditions in the corresponding section.

Despite being exempt from liability for the loss or misplacement suffered by hand luggage or other objects, we offer a custody service. Due to space and storage limitations, we only safeguard the lost objects for a maximum of 1 week from the date of the encounter. Perishable goods are destroyed the next day.

In this situation, Hife is not responsible for the state, nor for the damages in which the objects or hand luggage are found once recovered, nor in the case of valuables such as: mobile phones, laptops, tablets, wallets, glasses , jewelry, cash, credit cards, etc ...

To locate a lost object, the owner must contact Hife, as soon as possible,using the form available in User Assistance > Lost Objects or by calling our telephone service 977 443 000 indicating the data of the service in which the object has been lost or forgotten and its characteristics. To collect the object, in case we find it and you want to recover it, you will have to provide us with your personal data in a centralized collection register at our Tortosa box office.

Liability for damage or loss of luggage will be determined, limited and quantified in accordance with the provisions of Law L.16 / 1987, of July 30, Regulation of land transport and by regulation (EU ) number 181/2011 of the European Parliament and of the council, of February 16, 2011, on the rights of bus and coach passengers in accordance with its current wording and applicable at all times.

The carrier will not be liable for damages, losses or breakdowns suffered by hand luggage or other objects not entrusted to its custody. In case of loss or damage to the transported luggage, it will be essential to make the claim immediately upon arrival. In case of damage, they will be shown to the driver of the service or our contact personnel for validation.

The claim regarding a loss, deterioration, theft or exchange of luggage will be made electronically in the claims section of our website. To process it, it will be necessary to always provide a copy of the service ticket as an essential requirement and, in case of damage suffered, provide photographs and the corresponding validation by our staff. Hife will not be liable for damages, losses or deterioration suffered by handbags or other objects not entrusted to its custody.

Smoking is prohibited in vehicles according to (Art. 6 R.D. 1293/1999).

For all disputes arising out of this contract, the parties shall submit to the arbitration of the Transport Arbitration Board of the claimant's nearest domicile.

There is a book of complaints available to the traveler in the places of origin and destination of the national services, as well as a form through the Hife website to make them through that channel. If the traveler wishes to make any type of claim against the transport company, he must formulate it as soon as possible from the date on which the transport service was provided or should have been provided and, in any case, within the maximum period of the next three months. The claim will be processed in accordance with the provisions of current legislation.

Hife approaches the Via Verda and transports you next to your bikes to discover the Via Verde, tourist route, which runs along the old railway of the Val de Zafán, through the Baix Ebre and the Terra Alta in the province of Tarragona and Teruel. The Via Verda can be walked, by bike and by horse, we offer 3 routes: Gandesa - Tortosa, from Barcelona; Alcañiz - Tortosa, from Barcelona of 2 days and moderate difficulty and Tortosa - Alcañiz, from Barcelona of 2 days and moderate difficulty (see more details on our website).

For our combined BUS + BIKE service in Via Verda with the route defined on our website will be paid 3 euros per bike and availability of places will be requested by telephone on 902 119 814 or by filling out the application website with a minimum advance of 3 working days.

Acces to the Bus with Bicycle

Because of the limited space available in the bus trunks, a total of 5 units per bus (one per ticket) are allowed. Bicycle transport must be contacted by telephone on +34 977 440 300. Hife reserves the right not to allow or vary the accessibility of travelers with bicycles by favoring access for passengers with luggage or special needs.

Bicycles must be in a position to travel without causing damage or dirtying other luggage or packages, being mandatory, that they are packed in some type of box or bag for transport or in its fault by ousting with some plastic the area of the chain so that they do not dirty or damage the rest of the luggage, as well as advisable, in case of space needs to disassemble the front wheel so that they occupy less space.

According to transport legislation, some of the journeys can be made by connecting services with a combination of schedules at a given stop and a single ticket issue, which would require a bus change at said stop.

The hiring of collaborating companies to carry out reinforcement services is necessary in cases in which the increase in the demand for places is greater than the places offered Our Company, in accordance with current legislation, article 85 Royal Decree 1211/1990, of September 28, which approves the Regulation of the Law of Ordination of Land Transport can face traffic intensifications that cannot be attended by the vehicles attached to the concession, you can use other vehicles, either your own or either transferred with or without a driver by other carriers through any valid legal formula.

It should be emphasized that all the vehicles contracted by Hife, for these cases, comply with all the requirements required by law. In the case of reinforcements, the company reserves the reorganization or new allocation of places that may be affected by variations.

Travelers of transport services whose point of origin and / or destination is located in the territory of a Member State of the European Union, depending on the distance of the journey to be made, the following Rights of the Passenger that can be consulted in Regulation 181/2011. For travelers with special needs, travelers with disabilities, elderly people with reduced mobility, Hife offers their availability in the corresponding section.

The responsibility of the transporter rests with the company that actually performs the service. The transport company will not be liable for breaches that are not directly attributable to it, nor for those produced by unforeseeable circumstances, force majeure, or by meeting legal or administrative requirements. In the same way, it is not responsible for the loss of link of its services with other transports, whether its own or others. In International Lines, the responsibility that may exist rests with the company that performs the transport, in accordance with the Laws and Courts of your country.

In intermodal services

Hife is not responsible for the loss of link of its intermodal services with other transports, its own or others. Notwithstanding the foregoing, those travelers who wish to link the contracted service with an air transport service and given that our services run on a pre-established itinerary that cannot be varied due to adverse traffic circumstances unless express instructions from the competent authorities, are recommends purchasing tickets sufficiently in advance to take into account the recommendations on arrival times at airports for national or international flights made by AENA or the airline in question in each case. Thus, for domestic flights, it is recommended to purchase tickets with arrival at least 3 hours in advance of the expected boarding time of the flight and for international flights, it is recommended to purchase tickets with arrival at least 4 hours in advance of the Estimated flight boarding time. It is recommended to increase the above times by 1 hour in the case of road travel on days of special density traffic, such as outbound or return operations as contemplated by the General Directorate of Traffic, departure or return from bridges or on weekends.