RESERVATION POLICY

Our agency will assume that all trekkers participating in our services will have thoroughly read the policy agreement, and acknowledge the following information. Our agency will not be held accountable otherwise. If you have questions regarding our policy please, contact us, as our policy is subject to change before the website is updated.

 Prices

All of our services are expressed in US currency (USD). The price at the time of the payment will not change regardless of the fluctuating exchange rates.

Finalizing your reservation

After submitting your reservation, and payment, the following items to your reservation cannot be changed.

- Your reservation date cannot be changed.

- The type of trek (length, trail, etc) cannot be changed.

- The name that the reservation is under cannont be changed, transfered, modified or sold. (Please understand that this is more of an Official Government policy than our agency.)

- Your passport is the only acceptable form of identiification accepted and required by the National Institute of Culture. However if you are Peruvian your DNI is sufficient.

- Please make sure the same passport or Peruvian DNI of your reservation is in your presence at the time of your departure to the Sacred Valley. We strongly suggest you make a copy of your passport and take all necessary precautions to avoid identity theft.

- Please make sure that you give us all your correct details, check them over several times to ensure that your reservation stays valid. If there are mistakes the National Institute of Culture will not permit you, the treker, from entering on the trails and thus you will be forced to make a new reservation, if there is vacancy, and the you will be charged for a new tour. If the document, your passport or DNI, is renewed between the day of the reservation and the day of the Trek, the trekker is committed to give us a copy of the old document at least 48 hours prior to the Trek and to show it at the entrance of the Trek with the new document. Otherwise, the authorities responsible for the archaeological site might deny access. 


- In case the document is lost or stolen a short time before the Trek, the trekker is committed to give us an official loss or theft statement and the information of his new document at least 72 hours prior to the Trek. Otherwise, the authorities responsible for the archaeological site might deny access. 
These measures are taken in order to guarantee the trekker that Peruvian authorities won't deny him the entry.

- If the trekker has a student discount, he must show to the Authorities his original ISIC card in addition to his passport. If not, he will be asked to pay, right there, the difference between the student and the adult price, as indicated on article 6.21 of the Resolution 001-2005-UGM-CD about the procedure to sell spaces and access to the Inca Trail Network.

Itinerary

The itineraries are planned with great care, although, for operational or practical reasons, it may be necessary to change the sequence of activities or the specified route. Even if such cases are rare, in general the itinerary should be treated only as a basic guideline.

Cancellation Policy and Refunds

If, for any reason, the customer wishes to cancel a reservation, the following policy will apply. Cancellation requests will be processed immediately.

If a notification of cancellation is received 30 days or more prior to the date of the beginning of the Trek, we make a 70 % refund of the full payment, in other words, there is a penalty of 30% of the total cost corresponding to administrative and banking fees. 
If a notification of cancellation is received 29 to 8 days before the beginning of the Trek, the refund is subject to a penalty of 50% of the total cost. 
No refund will be made if the notification of cancellation is received 8 or less days before the beginning of the Trek, or in the case of a no-show by passenger(s) or for cancellations made during the trip itself. 
If a notification of cancellation of a reservation or of a pre-reservation is received before it is made at the National Institute Of Culture (INC) the first working day following the reservation request or when the new season opens, the refund will be of the total amount paid, minus an 8% penalty of the amount paid, with a minimum of $35.00 USD, for administrative and banking fees. 
Some services might be interrupted or cancelled at the last minute due to natural (bad weather, landslides or other) or personal (strikes or other) reasons beyond our control or our provider's control. In that case, no refund will be made. Nonetheless, our Agency will try to do the best to satisfy the Customer. 
In case of a reservation without space availability, we will proceed to a full payment, without any fee.

Unavailability after booking

After booking and paying the total amount, our Agency will make as soon as possible the real reservation at the National Institute of Culture (INC). If for any reason due to our staff or to a third party the real reservation cannot be made on time and there are no more available spaces, we will send immediately an email to the customer proposing to choose another date for the Trek depending on availability. This change of date is charge free, even if the price of the new date has changed. If the client wants a refund, our Agency will proceed to give a full refund, with no additional fees.

Inability to make the reservation

During the reservation request made on-line, the client must give complete and accurate information in order to let us make the reservation. If, after the payment, any information related to the customer's responsibility is found to be untrue, for example by giving us an incorrect passport number or by asking for a discount rate without a valid written proof, we will try to solve the problem with the client. If, despite all the efforts, it is impossible to make the reservation, we will make a full refund minus a 8% of the amount paid, with a minimum of $35.00 USD penalty for banking and administrative fees. For example if the client gives us an incorrect passport number, or if he paid by mistake for a student or child rate and he refuses to pay the difference.

Payment terms

Unless otherwise agreed in writing, all requested services must be paid in full and in advance. Because the Inca Trail is in such demand, it is not possible to make the payment in other way than the electronic payment online. Personal checks, phone orders, are not accepted.

Optional services

Our services include everything as described on our pages. The customer has the option to pay for "additional" services, such as renting sleeping bags or having additional porters. Prices of such services will be clearly indicated in the purchase form. Once paid for, the customer will not be able to ask for a separate refund of these additional services before or during the Trek. Once in Cusco, the customer can ask for these services and pay for them directly at the Agency, but this is not recommended because they are subject to availability.

Complaints

If the customer considers necessary to make a complaint about our services once they are finished, he will be able to do so during a 90-day period beginning the day of the end of our services. Only our agency will be able to accept the legitimacy of the complaint and possibly find a solution directly with the client. After this 90-day period, no complaints of any nature will be accepted.

We don't have a "If you find lower prices, we refund the difference" policy. For many reasons, our Agency or others can apply a price variation from one trekker to another, even for the same service and in the same group. Under no circumstances the client may ask for a partial or total refund under the pretext of having paid more than another trekker or having seen it cheaper. Our prices are clearly published on our pages and it is up to the client to judge them and compare them before reserving. The act of reserving with published prices leads to their acceptance. To summarize, no complaint about our prices can be made.

Responsibilities

In all travel arrangements we act on behalf of and with the authorization of our customers, organizing on their behalf and name the transport means, accommodation or other required tourist services. We can thus not assume any responsibility in case of accident, losses, delays or interferences with the tour for reasons of acts of God or other acts that do not involve our responsibility, especially regarding programs and schedules.