EXPLORANDINO – Términos y Condiciones
The mentioned terms and conditions are part of the contract signed between Explorandino Tour Operator E.I.R.L. and the client.
If the booking of a trip is made by a person who does not participate in the list of travelers, the person making the booking warrants that he/she has informed all Participants of the criteria of our booking terms and conditions, and each of the participants has agreed to abide by them.
When the client proceeds with the booking of a tour, it means that he/she has read and agrees to be bound by our terms and conditions of sale.
TRAVEL IN CONFIDENCE
BOOK AND RESCHEDULE YOUR TRIP DUE TO SERIOUS HEALTH CONDITION
Our ‘Travel in Confidence’ policy allows you to cancel and rebook your confirmed travel services due to a serious health problem that may include injury, physical or mental health that does not allow you to perform the touristic activity. Therefore, the health certificate dated 27 days prior to departure must be provided to Explorandino. In case a traveler cancels and reschedules services due to SERIOUS HEALTH reasons and is unable to provide THE HEALTH CERTIFICATE, dated 27 days prior to departure, the rescheduled services will be cancelled and standard cancellation terms will apply.
Deposits
Any route which includes a permit or access to the Inca Trail & Machu Picchu is subject to a non-refundable fee for the deposit (3.1 or 3.2) of a cancellation. Due to limited access regulations by the Peruvian State authorities when booking the Inca Trail & Machu Picchu entrance fee, which is non-transferable, cannot be rescheduled and is non-refundable by the Ministry of Culture. If you cancel or delay your trip due to a health circumstance (support with a certificate), your deposit will give you access to our promotional trips where you will be able to receive offers and/or discounts to any of our authorized tourist services within 2 years of your cancellation date, giving you greater flexibility and peace of mind! Explorandino has the right to remove at any time this policy and correct the error, inaccuracy or omission, without prior notice or liability. Explorandino has the right to cancel any booking due to unauthorized, altered, ineligible or fraudulent use of the policy.
The terms and conditions of sale are listed below:
1.1.In order to guarantee the booking of a tour, we require the following information:
A. Full names.
B. Last name.
C. Date and place of birth.
D. Nationality and country of residence.
E. Gender.
F. Passport number.
G. Copy of passport (date of issue and expiration date of passport) sent by email.
1.2 Expired Passport: In case your passport has expired, it is still possible to purchase the entrance ticket for the Inca Trail or another tour. Once you have received your new passport, you must provide us with your personal information as soon as possible so that we can update the information with the Ministry of Culture; a copy of the new passport needs to be sent to the contact email.
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2.1 Student card: To access the student discount of $ 40.00 or $ 20.00 U.S. dollars, you must have an ISIC student card and a University ID valid for at least 6 months at the date of your next trip.
To proceed with the booking as a student you will need a copy of your ISIC card and your university ID card otherwise an adult admission ticket will be purchased.
3.1 To confirm the booking tour or trekking, the client must make a deposit of USD 200.00 US dollars per person. The remaining balance must be paid at least 8 days before the start of the tour or trek.
3.2 For longer stays or tailor-made tour packages, an initial deposit of 50% of the total amount is required. The remaining amount must be paid at least 8 days prior to the date of arrival in Perú.
3.3 In case of a last minute booking (8 days before the start of the tour), the full amount of the reservation must be paid immediately.
3.4 Upon each payment made, the customer is requested to send the payment receipt or voucher to the contact email, in order to verify and corroborate everything is correct.
3.5 Our prices are published in U.S. dollars (USD), for any payment in another currency we will use the current exchange rate on the transaction date.
4.1 The remaining balance must be paid within a maximum of eight (8) days prior to the start of the tour, trekking or package tour.
4.2 If the remaining balance due is not completed within eight (8) days, the company reserves the right to cancel the client’s booking. In this case, the client accepts that he/she will not be entitled to a refund of any deposit paid, this deposit will be retained by the company as compensation; however, the company may apply discretion, considering the expenses incurred to date.
4.3 Subsequently, if the remaining balance is not paid within eight (8) days, the company may also apply discretion, determined not to cancel the client’s booking. In this context, the client agrees to pay the company an additional amount as a penalty for charges, fees or expenses incurred due to the remaining balance of the tour which was not paid on time. Please check and be very careful about point 6.4 corresponding to the list of cancellation fees (Penalties).
5.1 In case the client wishes to modify his/her booking, the modification request must be written to our email with due anticipation.
5.2 The company will take the necessary management to meet the modifications to the tour requested by the client, the positive or negative conclusion will be communicated in a timely way to the client.
5.3 Upon completion of the modification requested by the client, this will be communicated including the modified tour rate variations, as well as the additional payment for a new revenue purchase or other factors that correspond to the management fee for the requested modifications.
5.4 When the Company’s reasonable efforts cannot satisfy the request for modification, it is reminded that the booking to be modified shall continue to be valid (if the Client wishes to cancel the booking, the cancellation provisions set out in this document shall apply).
6.1 Our cancellation policy applies an empathetic and flexible solution for our customers, in accordance with the possibilities of our operational processes and commitments with partners and suppliers.
6.2 The client may cancel his reservation at any time by sending an email to the company. It is important to remember the previous deposit for a tour or trekking of $ 200 US dollars or 50% (which corresponds to the tour packages / travel inspirations) is not refundable; however, it is possible to modify the departure date before thirty (30) days; except for the dates of entry to the Inca Trail and / or Machu Picchu; this is due to the rules of limited access by the Peruvian State authorities. The Inca Trail & Machu Picchu entrance are not transferable, the date of entry cannot be modified and is not refundable by the State (Ministry of Culture).
6.3 In case the company receives notice of cancellation more than 30 days before the date of your departure, the company will refund the money paid except the deposit established in 3.1 or 3.2 above and, the company will have the right to retain as compensation of payments made for the entrance fees to the tourist attractions and stakeholders. The Inca Trail & Machu Picchu entrance fees are not transferable, the date of entrance cannot be modified and it is not refundable by the State (Ministry of Culture).
6.4 Penalties (list of cancellation fees)
According to the services planned for your trip and in order to take into account the limitations imposed by our partners and service providers, in case of cancellation prior to your date departure, we apply cancellation fees (penalties) based on our current costs:
Cancellation period before the trip | Payment percentage for cancellation |
Up to 30 days before the date of departure. | 100% of the non-refundable deposit for the tour, trekking or package tour. |
From 29 to 11 days before the date of departure. | 80% of the total trip cost. |
Less than 10 days before the date of departure. | 90% of the total trip cost. |
7 days before the date of departure (No show). | 100% of the total trip cost. |
Important: we suggest our clients to contract a travel insurance, in order the insurance company values the cancellation of the trip.
7.1 The Company makes every effort to provide a guaranteed and safe service; however, there is a possibility the Company may need to modify or even cancel the service for justified reasons. In these circumstances, the company will exhaust all possible means to provide an alternative and equivalent tour to the one previously contracted. Then, the client immersed in this situation agrees not to file any claim or legal action against the company. It should be mentioned these situations forcing the company to modify or even cancel previously agreed services are associated with weather conditions, strikes or social demonstrations, blocked routes, epidemics, pandemics, among other events that are beyond the direct control of the company.
7.2 The route of the Inca Trail and Machu Picchu citadel is neither modifiable nor refundable by the state (Ministry of culture). In case of unforeseen events that may delay the Inca Trail, we will leave the day before (the initial departure) of Cusco to go to the starting point of the Inca Trail, to start the trek at the earliest the next day or the possibility of choosing an alternative and similar route is available. It should be noted that these situations are conditional and could be taken if they do not expose the integrity of our tourists and the company’s staff.
7.3 In the Alternative Routes included in the service of the contracted tours or tour packages, no refunds are applied. However, unforeseen events may occur that delay the start of the tourist activity, so you will be given the option to modify the departure of the tour 1 day before (from the initial departure) from Cusco to the starting point of the activity. From there, we will be able to start the next day’s hike with the activities included in the itinerary.
7.4 The customer recognizes that the company expresses its willingness to manage and realize possible solutions and alternatives, therefore, accepts not to file any claim against the company even knowing there is a possibility of not finding availability of rescheduling or modifications of routes or itineraries which are part of the service.
7.5 When the company considers it necessary to substantially vary or cancel a tour it has advertised or offered, the client shall be free to request the company to do so:
7.5.1 The company will refund the client for the cost of the trip paid in a reasonable and adequate way, considering all the circumstances which have been generated during the process of commercial and operative management, or
7.5.2 The company shall credit the customer for the cost of travel paid in a reasonable and proper way, taking into account all circumstances of modifying to another tour offered by the company and the customer shall have no right to make claims against the company.
8.1 The company will not proceed with refunds to the customer for those unused services which are part of a tour.
8.2 If a tour participant or client is injured or becomes ill before the start of the trek (Inca Trail, Lares Trek, Salkantay Trek, Machupicchu or others), the client should have made the full payment (according to the payment period table) will be provided with the delivery of the entrance tickets, train tickets or hotel nights booked. However, no refund will be made. If the Client paid the deposit (3.1), he/she will only receive the entrance fees to Machu Picchu citadel by email.
8.3 In case of cancellation during the tour (Inca Trail, Lares Trek, Salkantay Trek or others) by the client, the company will organize the meeting with your guide to visit the citadel of Machu Picchu, which includes the train service, transportation from Cusco to Ollantaytambo and vice versa and other services hired in the tour.
8.4 If a client decides to abandon the Inca Trail, Alternative Trail or Tour, there will be no refund. Explorandino does not cover additional expenses incurred by the client for a hotel night or transportation to Cusco; however, the company will provide advice and assistance to the participant or client management.
9.1 The costs quoted by the company before or at the time of booking are calculated in reference amounts. It is important to note these are due to a series of factors such as currency exchange rates during transactions, Peruvian or foreign governmental charges, transportation and fuel costs, suppliers’ costs, and others.
9.2 The company will make every effort to ensure the costs quoted prior to or at the time of booking remain valid until full payment is made for the tour. The client recognizes that some factors may vary and affect the cost of the tour and others mentioned in point 8.1, which may result in a slight increase at the time of booking and full payment. In case of any increase, the company reserves the right to transfer such amounts to the client, provided that it is subject to the terms and conditions 8.3, made at least thirty (30) days prior to the date of departure and the client agrees to pay the same .
9.3 Once the client has paid in full for the tour, the company shall not be able to pass on to the client any increase due to the variable factors mentioned above regarding taxes due to governmental regulation, whether in Peru or abroad that such increase is due to fuel surcharges. In that case, the company shall have the right to require the client to pay such surcharges and the client agrees to do so.
10.1 Before booking, the client must evaluate if he/she is in physical conditions required to do the hike of his/her preference. Explorandino will not be responsible for the client’s selections, therefore it is important to identify the level of difficulty and the physical conditions of the participant or client.
10.2 The client recognizes the tours offered by the company may be considered, totally or partially adventurous and may incorporate personal risks, exposing the client to illness, injury, loss or damage to property, various inconveniences and even death. For that reason, the client, when making the reservation, accepts the risks and conditions; in that way, the client guarantees not to present any claim against the company for damages or losses exposed in the realization of the touristic activity.
10.3 It is the client’s responsibility to be informed of any travel warnings issued by the Peruvian Government or his/her own government. If the authorities issue any travel warning or travel advisory in relation to a destination the client has booked; the client may cancel the reservation at its own discretion (in which case the cancellation provisions mentioned would apply) or continue with the booking. If the client decides to proceed with the booking, the client recognizes and accepts that he/she has decided to do this at his/her own risk and responsibility and commits not to make any claim against the company.
11.1 At all relevant moments, the decision of the tour leader or tour representative of the company (Tour Guide) shall be in all matters relating to the tour. The client agrees to comply at all times with any decision of the tour leader or representative of the company, which is issued in correspondence with the laws, customs requirements, currency requirements and medication regulations of all countries to be visited.
11.2 If the client will not comply with a decision of the tour leader or representative of the company which at least manifests itself in an unreasonable or unlawful way, then the tour leader or representative may require the client to leave the tour and in which case the client agrees to do so. In this case, the client shall have no right to claim against the company and guarantees it will not do so.
11.3 If a client or member of a group gets sick or a problem arises during the tour, we will transfer him/her to the nearest clinic or medical post for proper attention. In case of accidents or when an evacuation is necessary (contingency plan to the client), we organize all the logistics of rescue and evacuation. In both cases the expenses are borne by the client/participant or his/her insurance.
12.1 The Client warrants to have disclosed or will disclose to the Company at the time of booking any pre-existing adverse medical condition for a period of two (2) years prior to the date of booking. The client recognizes such information is important and relevant because it may affect the company’s willingness to accept the client’s booking and may affect any advice the company would try to give to the client concerning its recommended tour proposal.
13.1 Prior to or at the same time as booking the tour, the client guarantees to have disclosed or will disclose any medical allergies and/or food allergies. The client recognizes such information is important and relevant because it may affect the company’s willingness to accept the client’s booking and may affect any advice the company would try to give to the client in relation to the proposed recommended tour.
14.1 The Company shall make every effort to ensure that its obligations are fulfilled in accordance with the terms of the contract entered into with the Client. However, in spite of best efforts it is not always possible to fulfill obligations due to force majeure. Unless the law excludes or modifies it, the company disclaims responsibility for any loss or damage to the client in respect of loss of life or injury to property of the client during the tour activity. Therefore, the client warrants that no claim will be made or brought against the company in respect of such loss or damage regardless of the cause.
14.2 The client recognizes the dispositions of 12.1 previous are reasonable and necessary for the company’s business taking into account a variety of issues that among others involve the following:
14.2.1 Nature adventurers for the tours announced and offered by our company.
14.2.2 Location where the tours and services are conducted and the amenities and facilities may be of a lower standard than a client is accustomed to.
14.2.3 Some tourism activities or part of certain services are provided or performed by external operators. While the company has performed due diligence on the quality of services provided by such external operators and has been satisfied as to the adequacy of quality.
14.3 Also the customer recognizes there may be flight delays (due to circumstances beyond the company’s control) which may cause interference with a tour the customer has booked. The company shall not be responsible for any flight delays or missed flight connections, whether such loss is caused by the customer, the company, any of its suppliers, an airline or others. Event of any missed flight connection, the company will make every effort to continue with the booked tour, the company will not be responsible for compensating customers for the loss of any part of their schedule and the company will not be responsible for any additional payment the customer may incur as a result of any such loss. It is essential that all Clients must purchase a Travel Insurance policy to cover cancellations, flight delays, personal accidents, medical expenses, loss and/or stolen personal items and, in some cases, coverage for the Covid-19 pandemic. In addition, we request the Travel Insurance Policy to be sent during the booking process by email. Explorandino is NOT responsible for any accident or loss of personal belongings, and the client will be responsible for his own actions.
We share more information in the following link: https://www.squaremouth.com/covid-19
14.4 The client recognizes it is his/her responsibility to check-in to reconfirm his/her flight from any airport or from his/her hotel. The company will not be responsible for flights that are not taken by the client because he/she is not present at the airport in due time. Also it is the customer’s responsibility to contact the relevant airlines at the appropriate time prior to the departure of any flight to confirm all related details.
15.1 Train departure times may be subject to last minute changes, under the sole responsibility of Peru Rail or Inca Rail, companies that provide train service.
15.2 The return train schedule from Aguas Calientes to Ollantaytambo between 14:00 and 18:00. If the customer wishes to reserve a seat on the 14:00 train – it must be specified when booking (must be done 3 to 4 months in advance!). Therefore, Explorandino will confirm the train schedule at the briefing time, which will take place two (2) days before the tour starts.
16.1 In the case where an excursion could not be or would be interrupted because of the weather, natural circumstances or other causes not controlled by the hotels, suppliers, Explorandino or its associates, there will be no refund. However, Explorandino will try to find an alternative to visit Machu Picchu anyway considering the optional access road to ensure the safety and integrity of tourists and the company’s staff.
17.1 Please note that the entrance ticket to the Inca Trail and Machu Picchu is not refundable, transferable or modifiable by the desired departure dates.
17.2 The income from the Inca Trail, Machu Picchu, and Wayna Picchu is regulated to a maximum number of people as determined by the Ministry of Culture. In case of unavailability of spots to access the mentioned tourist attractions, the company will suggest a date modification or refund the deposit (3.1).
17.3 It is the responsibility of the customer to be in possession of a valid passport (minimum 6 months of validity before the expiry date), visa if necessary, vaccines up to date (optional: for travel in the jungle), medicines which could be useful for the duration of the stay, as well as a travel insurance covering accidents, medical or other expenses, hospitalization other irregularities, or medical repatriation, loss or theft of property. Explorandino will not be responsible for any accidents or losses caused by the customer himself.
Prerequisites (Passport, Visa, Vaccine, Insurance) & Customer Responsibilities (personal items, dates).
17.4 Each participant is responsible for his personal belongings, from the beginning to the end of the tour. Explorandino can in no case be held responsible for the oblivion, loss, theft, or deterioration of personal items. Participants are advised not to bring valuables (jewelry, electronics, etc.) during a trek, and always store their valuables (camera, passport) in their personal backpack.
18.1 For the reservation of internal flights in Perú, the prices can vary between the moment when we will send you the estimate and the confirmation of the reservation, under the sole responsibility of the airline. The airlines reserve the right to change schedules at the last moment, Explorandino will not be held responsible.
19.1 The hotels listed on our website are subject to availability. If the hotel desired by the client is no longer available, Explorandino will make the reservation in another hotel of the same category.
20.1 The Company will make every effort to protect the Client’s personal information. However, the Client acknowledges that the Company shall provide personal data to suppliers in order to book the services or products of an operational process. In this regard, the client automatically authorizes the use of their personal data for the purchase of entrance tickets to tourist attractions, train tickets, and others.