Conditions

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.

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.