Legal
Cancellation Policy
Last Updated: December 2024
1. Introduction
We understand that travel plans can change. This Cancellation Policy establishes the terms under which you can cancel your booking and the applicable refunds based on the notice period.
We recommend reading this policy carefully before making your reservation and considering purchasing travel insurance that covers cancellations.
2. Refund Scale
Refunds are calculated based on the number of days in advance you cancel before your tour start date:
| Notice Period | Refund |
|---|---|
| 30 days or more | 90% |
| 15 - 29 days | 50% |
| 7 - 14 days | 25% |
| Less than 7 days | 0% |
Note: Days are counted as full calendar days before the tour start date.
3. How to Request a Cancellation
To cancel your booking, follow these steps:
Send a written request
Email your cancellation request to bookings@machupicchushamans.com with subject "Cancellation Request - [Booking Number]"
Include required information
Provide:
- Booking number
- Name of booking holder
- Date of booked tour
- Reason for cancellation (optional)
Wait for confirmation
You will receive a cancellation confirmation email within 24-48 hours with details of the applicable refund.
Receive your refund
The refund will be processed using your original payment method. See processing times section below.
Important: The cancellation request is only valid once you receive a confirmation email from us. Verbal cancellations or WhatsApp messages are not officially valid.
4. Refund Processing Time
Once your cancellation is confirmed, we process refunds according to payment method:
- Credit/debit cards: 7-14 business days (depending on your bank)
- PayPal: 5-7 business days
- Bank transfer: 10-15 business days
- Cash payment: Refund via bank transfer in 7-10 business days
Times may vary depending on financial institutions. If you haven't received your refund after these periods, contact us immediately.
5. Force Majeure Exceptions
In exceptional force majeure cases, we apply special policies:
5.1. Medical Emergencies
If you or an immediate family member suffers a serious medical emergency preventing travel, and you can provide official medical documentation, we may offer:
- Free rescheduling (subject to availability)
- Improved refund (evaluated case by case)
5.2. Natural Disasters
If a natural disaster (earthquake, flood, volcanic eruption) in your home country or Peru makes travel impossible:
- We offer rescheduling without penalty
- If rescheduling is not possible, we offer 70-80% refund
5.3. Archaeological Site Closures
If the Peruvian government closes Machu Picchu or another main destination of your tour indefinitely before your travel date:
- We offer an alternative itinerary of similar value
- If you decline the alternative, we offer 90% refund
5.4. Government Travel Restrictions
If your government issues mandatory travel restrictions to Peru (not just advisories) or Peru closes borders:
- Free rescheduling for up to 12 months
- 80% refund if you prefer to cancel permanently
Note: Most of these cases are covered by comprehensive travel insurance. We strongly recommend purchasing one when you book.
6. Special Policy for Machu Picchu Tickets
Important: Entrance tickets to Machu Picchu, Huayna Picchu, and Machu Picchu Mountain are issued by the Peruvian government (Ministry of Culture) and have the following restrictions:
- Non-refundable under any circumstance
- Non-transferable to another person
- Cannot change date once purchased
- Cannot change name after purchase
This is a government policy, not our company's policy. Once tickets are purchased in your name, their cost is not subject to refund, even if you cancel 30+ days in advance.
For tours that include Machu Picchu, the refund is calculated as follows:
- The Machu Picchu ticket cost is subtracted from the total tour price
- The applicable refund according to the table above is calculated on the remaining amount
Recommendation: We will only purchase Machu Picchu tickets once you confirm your travel plans are final. We can hold your reservation without purchasing tickets for up to 7 days before travel.
7. Date Changes vs. Cancellation
If you need to change your tour date instead of canceling:
Changes with 30+ days notice:
One date change at no additional cost (subject to availability)
Changes with 15-29 days notice:
$50 USD administrative fee per person
Changes with less than 15 days notice:
Treated as a cancellation, standard refund policies apply
Note: Date changes for tours including Machu Picchu are subject to government ticket availability, which is very limited.
8. No-Show Policy
If you don't show up at the start of the tour without prior notification or cancellation:
- It is considered a last-minute cancellation
- No refund entitlement (0%)
- No rescheduling offered
If you have a last-minute emergency, contact us immediately. Although we may not be able to offer a refund, we might consider other options depending on circumstances.
9. Contact for Cancellations
For cancellation requests or questions about this policy, contact us:
Reservations Department
Cancellation email: bookings@machupicchushamans.com
General email: info@machupicchushamans.com
Phone: +51 940 353 416
WhatsApp: +51 940 353 416
Office hours: Monday to Sunday, 8:00 AM - 8:00 PM (Peru time, UTC-5)
Final Recommendation
To protect yourself against cancellation costs, we strongly recommend purchasing comprehensive travel insurance when you book. Good insurance can cover cancellations due to illness, family emergencies, natural disasters, and other unforeseen circumstances.
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