At Vilcabamba Tours, we operate under a strict framework of operational excellence and advanced planning. By making a deposit to purchase any of our services, the client expressly declares that they know and accept the following commercial, logistical, and cancellation conditions:
1. Booking, Registration, and Confirmation Process
- Security Deposit: Every reservation will be activated only upon receipt of the initial deposit agreed with your travel advisor (usually 50% of the total package value or the full fare for train tickets and entrance fees, depending on the service).
- Mandatory Documentation: The passenger must provide a legible copy or sharp photograph of their current passport or official ID document.
Legal note: The information provided must be 100% accurate. Any error in names, document numbers, or nationality will cause the immediate cancellation of tickets by state regulatory entities, and the client will have to bear the costs of a new purchase (subject to availability).
2. Cancellation and Refund Policies
We understand that unexpected mechanical, family, or health events can alter your plans. However, Vilcabamba Tours makes immediate payments to local suppliers to secure your trip, meaning the following penalties apply:
- Tours, Treks, and Packages including MACHU PICCHU (100% NON-REFUNDABLE):
Any service, adventure trek (such as the Inca Trail, Salkantay Trek, Choquequirao), or traditional circuit containing overnight stays, transport tickets, or entrance fees linked to the Machu Picchu citadel is not eligible for returns, refunds, or transfers under any circumstances.- Operational justification: The Peruvian Ministry of Culture, the Decentralized Directorate of Culture of Cusco, and the railway companies operate under strict regulations. Entrance tickets to the citadel and train tickets are personal, non-transferable, non-refundable, and associated with an unchangeable date and time. As they are purchased immediately after your booking, those funds enter the Peruvian State system, making it impossible for the agency to retrieve them.
- One-Day Tours and Services Outside Machu Picchu:
For excursions that do not involve high-demand government tickets (such as the Cusco City Tour, Classic Sacred Valley, or Rainbow Mountain), refunds will be evaluated under the following scale:- Cancellations more than 30 days in advance: Partial refund subject to a 20% penalty fee for administrative costs and bank transfer fees.
- Cancellations between 15 and 29 days before the service: A penalty of 50% of the total tour cost.
- Cancellations less than 14 days before or «No Show»: A penalty of 100%, without the right to claims or refunds.
3. Modification and Date Change Policies
- Rescheduling Requests: All date changes must be formally requested via email.
- Traditional or Adventure Routes to Machu Picchu: Changes are entirely subject to the availability of new spaces on trains and within the official circuits of the citadel. The client must assume the full payment of any fare penalties imposed by PeruRail, Inca Rail, and the Ministry of Culture, in addition to an agency logistical adjustment fee.
4. Disclaimer of Liability (Force Majeure)
Vilcabamba Tours is dedicated to safeguarding your integrity and experience; however, we are not responsible for local or national strikes, protests, train or road closures, extreme weather conditions (landslides, heavy snow, torrential rains), natural disasters, commercial flight cancellations, or preventive government mandates that prevent the normal development of the itinerary.
- In these force majeure scenarios, the agency will provide continuous assistance and seek viable travel alternatives, but any additional costs for transport, food, or lodging must be covered by the client.
Mandatory Travel Recommendation
Due to the non-refundable nature of access to protected areas in Peru, Vilcabamba Tours strongly advises and requires all passengers to purchase International Travel Insurance with Flexible Cancellation Coverage («Cancel for Any Reason»). This policy is the only tool that will protect your financial investment against medical, health, or airline cancellations before your arrival in Cusco.
