Refund and Exchange Policy

1. Introduction

This policy establishes the conditions for date changes, modifications, and refunds (cancellations with reimbursement) of purchased tourism services.

It applies to all tours and services booked through our website or contact channels of CUSCOATOUR.

2. Conditions for Changes and Refunds

2.1 Deadlines for requesting a change or refund

Deadlines are calculated from the scheduled tour time:

2.2 Requirements for requesting changes or refunds

To process your request, you must meet the following requirements:

• The booking must be confirmed and paid (at least the deposit)
• The request must be made within the established deadlines
• Provide the booking number or proof of payment
• The request must be made by the booking holder

2.3 Cases not eligible for changes or refunds

Change or refund requests are not accepted in the following cases:

• No-show without prior notice
• Requests outside the established deadline (less than 24 hours)
• Tours with promotional or non-refundable rates (indicated at booking time)
• Tour interruption by client's decision during the activity

3. Process to Request a Change or Refund

To request a date change or refund, follow these steps:

Step 1: Contact customer service

Contact us through any of these channels:

• Email: contact@cuscoatour.com
• Phone: +51 983979789
• WhatsApp: +51 989473791

Step 2: Provide required documentation

Include the following information in your request:

• Booking number or confirmation code
• Full name of the booking holder
• Reason for change or cancellation
• Proof of payment (if applicable)

Step 3: Wait for confirmation

Our team will process your request and contact you within a maximum of 24 business hours to confirm the change or indicate the steps for the refund.

4. Refund and Change Options

4.1 Refund modalities

We offer the following refund options:

• Return to original payment method: The refund is processed to the same payment method used for the purchase
• Credit balance: The amount is credited to your account for future bookings, valid for 12 months
• Bank transfer: For cash payments or when it's not possible to refund to the original method

4.2 Refund processing time

Processing time varies according to the payment method:

4.3 Change options

When requesting a change, you have the following options:

• Date change: Reschedule the same tour for another available date
• Tour change: Change to a tour of equal or greater value (paying the difference if applicable)
• Participant change: Modify the number of participants (subject to price adjustment)

5. Costs and Responsibilities

The costs associated with changes and refunds are distributed as follows:

5.1 Costs borne by the client

• Price difference if the new tour has a higher value
• Cancellation penalties according to established deadlines

5.2 Costs borne by the company

In case of cancellation by CUSCOATOUR , we assume:

• Full 100% refund without penalties
• Rescheduling at no additional cost
• Bank transfer costs for the refund

6. Exceptions and Guarantees

6.1 Special cases

In the following situations, we apply special policies:

• Force majeure: Protests, blockades, natural disasters - full refund or rescheduling at no cost
• Weather conditions: If the tour is canceled due to adverse weather, we offer rescheduling or full refund
• Site closure: If an archaeological site closes unexpectedly, an alternative or proportional refund is offered
• Health emergency: Documented client illness allows rescheduling without penalty

6.2 Guarantees

CUSCOATOUR commits to:

• Process all requests fairly and transparently
• Respond to requests within a maximum of 24 business hours
• Offer satisfactory alternatives when the request cannot be fully approved

7. Contact and Customer Service

For any inquiry or request related to changes and refunds, you can contact us:

Service hours

Hours: Monday to Sunday: 8:00 AM - 8:00 PM (Peru time, GMT-5)

We commit to responding to all inquiries within a maximum of 24 business hours.