At Tierras de los Andes S.A.C., we understand that changes or unexpected circumstances may arise while planning a trip. For this reason, we aim to manage cancellations, rescheduling requests, and refunds in a clear, organized, and transparent manner.
This Cancellation and Refund Policy establishes the general conditions applicable to tours, packages, and other tourism services booked with Tierras de los Andes.
Because some trips include services provided or managed by third parties, certain conditions may vary depending on the characteristics of the booking. When a relevant specific condition applies, it will be communicated to the traveler during the booking process.
Tourism services offered by Tierras de los Andes are managed by:
Legal name: Tierras de los Andes S.A.C.
RUC: 20484974200
Trade name: Tierras de los Andes
Address: Calle Turquezas E11, Cusco – Peru
Email: ventascusco@terandes.com
Telephone / WhatsApp: +51 984 550 165
Requests related to cancellations, changes, or refunds must be made through our official customer service channels.
If a traveler needs to cancel a booking, they must notify Tierras de los Andes as soon as possible.
The request must allow us to correctly identify the booking and indicate the service to be canceled.
The date on which Tierras de los Andes receives the communication will be used to review the status of the booking and determine the applicable conditions.
An inquiry about a possible cancellation will not automatically be considered a final cancellation request. When necessary, we will confirm the traveler’s decision before proceeding.
The financial conditions of a cancellation may vary depending on:
how far in advance the cancellation is requested;
the type of tour or package booked;
the travel date;
services already confirmed;
tickets or permits already issued;
accommodation already reserved;
transportation already booked;
provider conditions;
administrative or operational expenses associated with the booking; and
any other components already arranged for the provision of the service.
Before determining the corresponding amount, the actual status of the booking and the services included in it will be reviewed.
When a booking has specific cancellation conditions, these must be communicated to the traveler during the booking process.
When cancellation is voluntarily requested by the traveler, Tierras de los Andes will review which services can be canceled, modified, or recovered.
Where recoverable amounts exist, they will be taken into account when determining the corresponding refund.
Services that have already been issued, used, definitively confirmed, or paid to external providers may be subject to specific cancellation or refund conditions.
Tierras de los Andes will inform the traveler of the applicable conditions according to the booking and the circumstances of the request.
To organize a trip, it may be necessary to make advance payments to third parties before the service date.
This may occur with:
admission tickets;
permits;
train tickets;
flights;
hotels;
transportation;
tour operators;
special activities; and
other providers involved in the program.
When a provider applies a cancellation, modification, or non-refundable condition, that condition may affect the recoverable amount of the booking.
Tierras de los Andes will endeavor to inform travelers of these conditions whenever they are relevant to the booking.
Certain tourism services may be subject to special restrictions once issued or confirmed.
This may particularly apply to nominative tickets, certain transportation tickets, permits, promotional fares, or services regulated by an external provider or authority.
Before considering a service non-refundable, the conditions applicable to the specific booking will be reviewed.
When a relevant restriction is known in advance, it will be communicated to the traveler during the booking process.
Bookings related to Machu Picchu may include admission tickets, circuits, schedules, trains, transportation, accommodation, or other services whose availability and conditions are managed by different providers or entities.
Tickets may be subject to special conditions regarding:
issuance;
visitor identification;
changes;
date;
circuit;
schedule; and
refunds.
For this reason, a cancellation related to Machu Picchu will be assessed based on the specific components that have already been confirmed or issued.
Tierras de los Andes will inform the traveler of the available alternatives according to the current conditions of their booking.
The Inca Trail and other regulated routes may require permits, admission tickets, or other services subject to quotas and conditions established by the relevant authorities or providers.
Once certain components have been arranged, the possibility of changing, canceling, or refunding them may be limited.
If the traveler requests the cancellation or modification of one of these programs, Tierras de los Andes will review the services already committed and communicate the applicable conditions.
We recommend reviewing the specific conditions of the program before confirming this type of booking.
When a booking includes trains, flights, or other transportation services, cancellation or modification conditions may depend on the fare and the rules established by the transportation company.
Some fares allow changes, while others may apply price differences, charges, or restrictions.
Tierras de los Andes will carry out the corresponding arrangements when the service has been booked as part of the reservation and will inform the traveler of the available alternatives.
Hotel and other accommodation bookings may have specific conditions related to:
cancellation deadlines;
season;
booked rate;
number of rooms;
groups;
promotions; or
special conditions established by the property.
When a cancellation affects accommodation, the conditions applicable to the corresponding booking will be reviewed.
If, instead of canceling the trip, the traveler wishes to change the date, they may request a rescheduling.
Tierras de los Andes will assess the possibility of moving the services to a new date, taking into account:
availability;
season;
tickets;
permits;
accommodation;
transportation;
providers;
fare differences; and
services already issued.
A rescheduling request does not automatically guarantee availability for the new date.
When the change is possible and results in a fare difference or additional cost, the traveler will be informed before the modification is completed.
When a booking has been quoted based on a specific number of participants and one or more travelers subsequently cancel their participation, it may be necessary to review the price of the remaining services.
This may occur when certain costs are shared among group members, for example:
private transportation;
guide services;
rooms;
exclusive services; or
other components booked for a specific number of people.
If the reduction in the group changes the price applicable to the remaining participants, Tierras de los Andes will communicate the new condition before making additional changes.
A no-show occurs when the traveler does not appear to use a confirmed service without having previously communicated a cancellation or modification.
In these situations, it may not be possible to recover services that were already:
reserved;
issued;
paid;
prepared;
held specifically for the traveler; or
subject to fixed schedules.
Tierras de los Andes will assess each situation according to the components involved and the conditions applicable to the booking.
When it is possible to recover or reschedule a service, the available alternatives will be communicated.
When a traveler arrives late at the meeting point, station, terminal, airport, tourist attraction, or other location established for the start of a service, they should contact Tierras de los Andes as soon as possible.
Our team will attempt to assess the available alternatives.
However, some services depend on fixed schedules, tickets, transportation, or providers that cannot delay their operations.
The possibility of recovering a service will depend on the circumstances and applicable conditions.
In certain circumstances, it may be necessary to cancel or modify a service for operational or safety reasons, or because it is not possible to adequately provide the contracted service.
When a cancellation is attributable to Tierras de los Andes, we will review the booking and communicate the options available to the traveler according to the circumstances.
These may include, where applicable:
an equivalent or reasonable alternative;
rescheduling;
replacement of certain components;
refund of amounts corresponding to services that cannot be provided; or
another solution agreed with the traveler.
Any solution will be managed in accordance with the consumer rights recognized under applicable law.
Certain circumstances may require adjustments to the order, schedule, route, or operation of a program without necessarily resulting in the total cancellation of the service.
This may occur, for example, due to:
weather conditions;
traffic;
blockades;
temporary closures;
instructions from authorities;
ticket availability;
transportation schedule changes;
safety conditions; or
similar circumstances.
Where reasonable, Tierras de los Andes will seek to maintain the provision of the service through appropriate alternatives and will inform the traveler of relevant changes.
Exceptional events may arise that make the normal operation of a trip difficult or impossible.
These may include:
natural events;
severe weather conditions;
public health emergencies;
strikes;
blockades;
social conflicts or unrest;
road closures;
government restrictions;
suspension of transportation services;
closure of tourist attractions; or
other events reasonably beyond the control of the parties.
In these cases, Tierras de los Andes will assess safety conditions, availability, and the affected services in order to determine the possible alternatives.
Depending on the circumstances, rescheduling, itinerary changes, alternative services, cancellations, or refunds of recoverable amounts may be considered.
The applicable solution will depend on the specific circumstances and the conditions of the services involved.
When existing conditions could reasonably compromise traveler safety, Tierras de los Andes may take the operational measures necessary to avoid unnecessary exposure to risk.
These measures may include:
schedule changes;
route changes;
replacement of activities;
temporary suspension; or
cancellation of an activity.
When a change of this nature materially affects the contracted services, the traveler will be informed of the available alternatives.
When a refund is appropriate, Tierras de los Andes will review:
the amount paid by the traveler;
the services that have actually been used;
the services that can be canceled or recovered;
the amounts committed to providers;
the specific conditions previously communicated; and
any other circumstance directly related to the booking.
The objective will be to determine, in a clear and justifiable manner, the amount that should be refunded.
No deductions will be applied that are unrelated to the booking conditions or contrary to rights recognized under applicable law.
Once it has been determined that a refund is applicable, Tierras de los Andes will inform the traveler of the corresponding amount and the applicable procedure.
The refund may be made through a reasonably appropriate method depending on:
the method originally used for payment;
the capabilities of the platform used;
the currency;
the country;
the conditions of the financial provider; and
the characteristics of the transaction.
When a different method must be used, it will be coordinated with the traveler.
The time required to complete a refund may vary depending on:
the payment method;
banks;
platforms;
currency;
tourism providers;
prior recovery of certain amounts; and
the specific characteristics of the booking.
Tierras de los Andes will endeavor to process applicable refunds within a reasonable period, keeping the traveler informed when the procedure depends on third parties.
Additional processing times imposed by banks, card issuers, or financial platforms may be outside the direct control of Tierras de los Andes.
When part of the amount paid is temporarily held by an external provider and its refund depends on that provider, Tierras de los Andes will carry out the corresponding arrangements.
This does not mean that the traveler automatically loses the right to receive the assistance or solution that may apply.
Tierras de los Andes will maintain the necessary communication and determine the available alternatives considering the contracted conditions, the amounts actually recoverable, and consumer rights.
When the payment and refund involve different currencies, banks, or external platforms, differences may arise due to the exchange rates applied by those entities.
Tierras de los Andes will communicate the currency and amount to be processed.
Differences generated exclusively by currency conversions performed by banks or external platforms will be handled according to the characteristics of the transaction.
Certain banks or platforms may apply fees related to transfers, processing, or currency conversion.
When there is a known charge directly related to the refund, it will be considered according to the conditions previously communicated and applicable regulations.
No arbitrary charges unrelated to the transaction will be applied.
Bookings made under promotions may be subject to specific conditions communicated in advance, such as:
validity;
applicable dates;
promotional places;
participating services; or
specific restrictions.
When a promotion has special cancellation or modification conditions, these must be clearly stated in its Promotions Terms and Conditions.
Promotional conditions do not eliminate rights granted to consumers by law.
Travel insurance may cover certain cancellation, interruption, accident, or other circumstances depending on the policy purchased.
The existence and extent of coverage will depend on the conditions agreed between the traveler and the insurance provider.
If the traveler has a policy and requires documentation relating to a booking managed by Tierras de los Andes, we may provide the available information that can reasonably support the traveler’s request.
To properly review a cancellation or refund request, we may request information that allows us to identify:
the booking holder;
booking code or reference, when available;
contracted service;
travel date;
amount paid; and
reason or relevant circumstances.
We will request only the information necessary to review and manage the corresponding case.
Personal data will be processed in accordance with our Privacy and Personal Data Protection Policy.
After reviewing the request, Tierras de los Andes will communicate the corresponding outcome to the traveler.
When a partial refund applies or certain amounts cannot be recovered because of conditions applicable to specific services, we will endeavor to clearly explain the circumstances considered.
The traveler may request additional information if they need clarification regarding the outcome of the request.
This Cancellation and Refund Policy must be interpreted in a manner that respects the rights recognized under Peruvian consumer protection law.
Nothing in this policy is intended to exclude responsibilities that legally correspond to Tierras de los Andes or prevent a consumer from using the mechanisms established to protect their rights.
The specific conditions of a booking must be interpreted consistently with the information provided during the booking process and applicable regulations.
If a traveler considers that their request has not been properly addressed, they may contact our team to request a review.
Tierras de los Andes S.A.C. also provides a Complaints Book in accordance with Peruvian consumer protection regulations.
Access to our customer service channels or Complaints Book does not limit other rights or mechanisms legally available to the consumer.
To request a cancellation or modification, or to inquire about a refund, you may contact us through:
Email: ventascusco@terandes.com
Telephone / WhatsApp: +51 984 550 165
We recommend submitting requests through our official channels and keeping communications related to the booking.
This policy should be read together with:
our Terms and Conditions;
the Booking Policy;
the Payments and Deposits Policy;
the Privacy and Personal Data Protection Policy; and
the Promotions Terms and Conditions, where applicable.
The specific conditions of each service will be considered together with these general policies.
Tierras de los Andes S.A.C. may update this Cancellation and Refund Policy when regulatory, operational, commercial, or service-related changes occur.
The current version will be available on this page.
Subsequent changes will not be used arbitrarily to prejudice conditions previously confirmed with a traveler, and the rights applicable under relevant law will be respected.
