1. General Information
Perú Life & Experience Tours is a formal travel agency, registered with the official authorities in Peru. We are registered with the Public Registry, accredited by the National Superintendence of Tax Administration (SUNAT), and listed in the National Directory of Qualified Tourism Service Providers by MINCETUR. Our mission is to offer unforgettable experiences while ensuring safety, quality, and trust for all our clients.
By making a reservation, the client accepts the terms and conditions outlined here, which constitute a binding agreement between the agency and the client.
2. Client Information
- To proceed with a reservation, the following information is required:
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- Full name.
- A copy of passport details.
- Date of birth.
- Nationality
- Mobile phone number (WhatsApp for contact).
- Medical condition (in the case of adventure tours).
- The client gives consent for their personal data to be used confidentially and exclusively for the provision of the contracted services.
3. Reservations and Payments
To confirm a reservation, an initial payment is required. The payment must be made at the time of booking to ensure service availability, as Perú Life & Experience Tours cannot process a reservation without the receipt of the required payment. If payment is not made within the established timeframe, the reservation will be invalid, and the availability of services (entrances, accommodations, transport, etc.) will not be guaranteed.
Important: Although availability of tourist site entrances or accommodations may be confirmed for specific dates, availability may be affected by demand, market conditions, or external factors. Perú Life & Experience Tours reserves the right to adjust availability or change service allocations based on demand and payment confirmation. If changes occur after payment, the client will be notified, and suitable alternatives will be sought.
3.1 Initial Deposit
To confirm the reservation of our services, an initial deposit is required, which varies depending on the type of activity:
- For tours to Machu Picchu, a 50% deposit of the total service price is required.
- For tourist package bookings, a 30% deposit of the total package price is required.
- For half-day or full-day tours, a 30% deposit of the total service price is required at the time of booking.
- Payments can be made through Izipay (recommended for international clients, also available within Peru) or via bank transfers within the country. Any fees generated by the use of these payment platforms must be covered by the client. These charges are not imposed by our agency but are associated with the use of the payment services.
3.2 Final Payment
- The outstanding balance must be paid in person before the scheduled activities begin.
- Failure to make full payment will result in the denial of service provision.
- Payments in US dollars will be subject to the current exchange rate, and bank fees will be borne by the client.
3.3 Rates
- Rates are subject to change based on market fluctuations and applicable fiscal regulations.
- Promotional rates are subject to seasonal terms and are non-refundable, non-changeable, and non-cancellable.
4. Payment Verification and Reservation Confirmation
If payment is made via bank transfer, deposit, or other methods, the client must provide a clear and legible proof of payment. Perú Life & Experience Tours will verify the validity of the payment, and once confirmed, the requested services will be reserved.
Only after successful payment verification will service availability and final confirmation of the reservation be guaranteed. Any issues regarding the payment proof or amount will be addressed by the agency, and the client will be informed of the necessary actions.
Important: The reservation will not be considered confirmed until proper payment receipt is verified. If the proof is unclear or the amount is incorrect, the agency may request a correction before continuing with the reservation process.
5. Addition of Additional Services or Tours
If the client wishes to add an additional service or tour to their reservation, it must be done in advance. However, availability of these services is not guaranteed and is subject to capacity and availability at the time of request. The agency cannot guarantee the addition of services or tours after the initial reservation confirmation due to changes in demand or supplier availability.
6. Modifications and Cancellations
Modifications to train tickets and Machu Picchu tickets are subject to the policies of the respective suppliers, which may include additional fees or penalties. It is important to note that no refunds will be provided for entrance tickets to archaeological sites like Machu Picchu or train services once confirmed.
6.1 Client-Initiated Changes
- Changes in the trains to Machu Picchu will be subject to the policies of the Peru Rail or Inca Rail companies, which apply additional fees or penalties for date changes, according to availability.
- Any change in dates or services, made 30 days in advance, will be subject to a penalty of 25% of the total price of the tour or tour package. In addition, all changes will be subject to availability, and if an additional payment for the change is required, the client must assume such cost.
- Date changes, modification or cancellation of hotel reservations will be subject to the policies established by the corresponding hotel.
- Changes of date, modification or cancellation of train reservations will be governed by the policies of the train operating company.
- For Machu Picchu tours, no date changes or modifications are allowed. In case of any modification, a penalty of 100% of the total value of the service will be applied.
- Modifications within 72 hours prior to the start of the service will not be accepted.
Important: For multi-day tour packages, changes or cancellations are not allowed less than 15 days in advance.
This is due to the fact that the packages include multiple services that must be coordinated in advance (lodging, transportation, guides, entrance tickets, food, etc.), and a last minute change affects the entire planning. If the client wishes to modify his/her itinerary with less than 15 days notice, he/she must assume 100% of the cost of the contracted package.
6.2 Cancellations
It is important to note that service cancellations will be subject to the specific policies of each provider (hotels, trains, etc.). In addition, changes or cancellations made at short notice may incur additional penalties. The following are the conditions for cancellations:
- 90 to 31 days prior to departure: 50% penalty of the total amount.
- 30 to 2 days prior to departure: 90% penalty of the total amount.
- 1 day or less before departure: 100% penalty of the total amount.
- No refunds will be made in case of No Show.
- No refunds will be made in the case of tickets purchased for archaeological centers, Machu Picchu or train services.
- No refunds will be made for services that are not used due to the client’s decision or non-compliance with scheduled times.
- Refunds will be processed within 30 to 120 business days after the request.
- On multi-day tour packages, any changes requested less than 15 days in advance will be considered a cancellation and will incur a 100% penalty.
- If the client decides to interrupt his/her trip and does not complete any of the contracted services, no reimbursement will be made for the days or activities not enjoyed.
7. Itineraries and Changes Due to External Factors
Itineraries may be subject to modification due to external factors such as:
- Adverse weather conditions.
- Natural disasters.
- Social conflicts or government actions.
These actions will always prioritize the safety of our tourists. Perú Life & Experience Tours assumes no responsibility for additional expenses arising from these changes or for the suspension of services due to force majeure.
8. Client Responsibilities
- It is the client’s responsibility to carry valid personal documentation (passport, immigration card, or other required documents). Failure to provide documentation may prevent access to certain services without a refund.
- Respect the rules and protect tourist attractions.
- It is the client’s responsibility to have travel insurance that covers accidents, medical emergencies, and cancellations.
- The client must inform the agency about any medical conditions that may affect participation in the booked tours.
- The client is responsible for monitoring their luggage. We recommend labeling and securing belongings to avoid issues.
9. Perú Life & Experience Tours Responsibilities
- Ensure 100% delivery of the contracted services, except in cases of force majeure.
- Seek solutions for issues attributable to the agency, including refunds for services not rendered when applicable.
- Not responsible for weather conditions, natural disasters, social conflicts, or other external factors.
- Perú Life & Experience Tours acts as an intermediary in the booking of third-party services, such as hotels, trains, and land transportation. We are not responsible for delays, cancellations, or problems attributed to these companies.
10. Complaints and Claims
Perú Life & Experience Tours is committed to providing quality service and resolving any issues that may arise during the services provided. If the client is not satisfied with any of our services, the following procedures should be followed:
- Immediate Communication: The client must inform us of any issues within the first 24 hours after the service concludes, via WhatsApp or email. Claims must be communicated in a timely manner to be considered.
- Documentation and Evidence: The client must provide supporting documentation or evidence of their complaint, such as photographs, emails, or other relevant material. Complaints without evidence or not presented clearly will not be considered.
- Objective Evaluation: In case of a complaint, Perú Life & Experience Tours will objectively evaluate the incident by checking records, communications, and service analysis. If the complaint is found to be inaccurate, the company reserves the right not to apply any discounts or compensation.
- Claim Deadline: If the client feels the issue has not been resolved properly, they may submit a formal complaint by email within 7 days of the service conclusion. Claims will not be accepted after this period.
- Fraud or Abuse: If a complaint is found to be false or used to unjustly obtain a discount or compensation, Perú Life & Experience Tours reserves the right to take legal action and cancel any refund or discount requested under these circumstances.
- Resolution: Once the formal complaint is received, Perú Life & Experience Tours commits to responding within 15 business days. If the claim is accepted, an appropriate solution will be determined, including partial refunds or compensation alternatives.
11 Termination of Service by the Agency
Perú Life & Experience Tours reserves the right to cancel or terminate any service or contractual relationship with the client under the following circumstances:
- Failure to make payments: If the client does not complete the full payment within the established deadline or if the proof of payment provided shows inconsistencies.
- False or incomplete information: If the client provides incorrect, incomplete, or misleading information that prevents the proper delivery of the service.
- Inappropriate behavior: If the client displays aggressive, disrespectful, or inappropriate conduct that affects the safety, integrity, or well-being of the staff, other travelers, or third-party providers.
- Operational or safety risks: If the client’s participation represents a risk to themselves, to others, or compromises the regular and safe operation of the tour.
- Impact on service operations: If the customer repeatedly changes the information provided, submits inconsistent data, questions previously confirmed prices, or requests modifications that alter operational planning, this prevents the efficient coordination of services with external suppliers.
- Violation of local rules or regulations: Including, but not limited to, ignoring the guide’s instructions, entering restricted areas, or engaging in behavior that endangers the sites visited.
- Fraud or attempted fraud: Including false claims, altered information, or manipulated requests intended to obtain undue benefits.
In any of these cases, the agency may terminate the service without the obligation to provide a refund, and any costs arising from such termination will be the responsibility of the client. Peru Life & Experience Tours will always act in accordance with safety, legal standards, and the well-being of all parties involved.
12. Financial Security and Legality
Perú Life & Experience Tours is accredited by the Ministry of Tourism and complies with all regulations that guarantee the protection of clients’ funds. We are committed to providing the highest standards of quality, safety, and trust in every service.
By confirming a reservation with Perú Life & Experience Tours, you declare that you have read, understood, and accepted these terms and conditions in full.
