REFUND AND CANCELLATION POLICY

Cusco Apus Tours

Last updated: 12 / 12 / 2025

At Cusco Apus Tours, we understand that unexpected changes may arise. However, due to the nature of tourism services and the policies of our suppliers, the following refund and cancellation conditions apply.

By making a reservation or purchase, the customer expressly agrees to this Policy.

1. GENERAL CONSIDERATIONS

• All refunds are subject to the policies of the involved service providers.
• Administrative, banking, and payment processing fees are non-refundable.
• Cancellation requests must be submitted in writing via email or official WhatsApp.
• No refunds are issued for No Show (failure to appear on the day of the service).

2. MACHU PICCHU ENTRANCE TICKETS

According to the regulations of the Peruvian Ministry of Culture:

❌ Machu Picchu entrance tickets are NON-refundable, NON-transferable, and NON-modifiable once issued.

This applies to:

• Machu Picchu Circuits
• Huayna Picchu
• Machu Picchu Mountain
• Huchuy Picchu Mountain

📌 In case of errors in the information provided by the customer (name, document number, date), no refund will be granted.

3. INCA TRAIL

Due to high demand and government regulations:

❌ Inca Trail permits are NON-refundable and NON-transferable under any circumstances.

This includes:

• Classic Inca Trail
• Short Inca Trail

In case of cancellation by the customer, 100% of the amount paid is forfeited, as permits are issued in the passenger’s name and cannot be reused.

4. TRAIN TICKETS (PERURAIL / INCA RAIL)

Train tickets are subject to the policies of the railway operators:

• Some tickets do not allow refunds.
• Others allow changes with penalties and fare differences.
• In many cases, tickets are non-endorsable and non-transferable.

Cusco Apus Tours is not responsible for restrictions imposed by the railway companies.

5. TOURS AND TOUR PACKAGES

Cancellations requested by the customer:

• 15 days or more before the service date: partial refund, minus administrative fees and already issued services.
• 7 to 14 days before the service date: minimum 50% penalty of the total amount.
• Less than 7 days: no refund.

📌 Percentages may vary depending on services already booked (hotels, trains, entrance tickets, guides).

6. FORCE MAJEURE CANCELLATIONS

In cases such as:

• Extreme weather conditions
• Strikes
• Natural disasters
• Government decisions

Cusco Apus Tours:

• Does not guarantee full refunds
• Will offer rescheduling, travel credits, or alternatives, subject to supplier availability.

7. PASSENGER INFORMATION ERRORS

The customer is responsible for providing accurate information, including:

• Full names
• Passport or ID number
• Nationality
• Date of birth

❌ Errors in passenger details may result in total loss of the service with no right to refund.

8. REFUND PROCESSING TIME

• Approved refunds will be processed within 15 to 30 business days.
• Refunds will be made using the same payment method used for the purchase.
• Banking and payment gateway fees are non-refundable.

9. RESCHEDULING

Rescheduling is subject to:

• Availability
• Supplier penalties
• Fare differences

Not all services allow rescheduling.

10. ACCEPTANCE OF THE POLICY

By booking our services, the customer declares that they have read and fully accepted this Refund and Cancellation Policy.

11. CONTACT

📧 Email: info@cuscoapustours.com
📍 Cusco – Peru