1. Returns for One-Day Tours
For one-day tours, you may request a date change with 96 hours notice. No cash refunds are issued. If you do not show up, you lose 100% of your deposit. A penalty applies for administrative and logistical expenses already organized.
2. Returns for Packages with Accommodation
Packages with accommodation are completely non-refundable. Hotel policies in Cusco and Sacred Valley do not allow changes or refunds once the reservation is confirmed. No exceptions are made under any circumstances. For more details, consult our Frequently Asked Questions about accommodation.
3. Date Changes
Only one date change is allowed, provided it is requested at least 96 hours in advance and is subject to agency approval. No changes are permitted for promotional packages or tours longer than one day. Availability is subject to the season.
4. Medical Certificates
If a passenger cannot travel for medical reasons, an official medical certificate must be presented. The agency will evaluate the possibility of rescheduling, but no refunds will be issued. This policy does not apply to trips with accommodation of 2 or more days.
5. Refunds for Agency Cancellations
If the agency cancels a tour for reasons beyond the passenger's control (road blockages, strikes, natural disasters), rescheduling will be offered at no cost. No cash refunds are issued in these cases.
6. Refunds for Services Not Provided
If any service included in the package (transportation, guide, site entrance) cannot be provided due to agency responsibility, a prorated refund of the service not provided or an equivalent alternative will be offered.
7. Payment Policy
A deposit is required to confirm the reservation. The balance must be paid before boarding the tour. We accept bank transfers, credit card payments, and cash. Payments made will not be refunded except in the exceptions mentioned in this policy.
8. Credit Card Payments
Payments made with credit cards do not qualify for promotions or special discounts. Once the payment is processed, standard return policy conditions apply. Consult our FAQ for more details about payment methods.
9. Refund Period
If a refund is approved, it will be processed within 30 business days from the request. The refund will be made to the same payment method used in the original reservation.
10. No-Show
If the passenger does not show up on the day of the tour without prior notification, they lose 100% of the deposit paid. The group leader must assume the outstanding balance. No refunds are issued in these cases.
11. Weather-Related Modifications and External Factors
Tours may be rescheduled due to road blockages, strikes, rain, snow, or natural disasters. In case of bad weather at high-altitude destinations (Vinicunca, Ausangate, Humantay), the guide may modify the route without right to refund. Rescheduling is offered to try again under better weather conditions.
12. Passenger Responsibility
The passenger is responsible for reporting health conditions, allergies, cardiovascular problems, or physical limitations at the time of booking. The agency is not responsible for damages resulting from failure to disclose this information.
13. Promotional Tours
Tours with special promotions do not qualify for date changes or refunds. Promotions are valid only for the initially agreed-upon date and time. Once a promotion is confirmed, non-refundable conditions apply.
14. Disputes and Claims
Any refund claims must be submitted within 15 business days after the tour. Claims submitted after this period will not be considered. Contact our team at luzviajestour@gmail.com or through our contact form.
15. Exceptions
The agency reserves the right to evaluate special cases. Any exception to these policies must be approved directly by management and documented in writing.