Cancellation and Refund Policy

1. When this policy applies

When the trip starts within the next eight months, for programmes that require prior confirmation —those that include services with regulated allotments, such as Machu Picchu entry or trains, those that require the travellers' documents to be reviewed, and, in programmes with a student fare, any booking in which a traveller declares student status— requesting a booking does not trigger any payment. Andean Gold then confirms every service included in the package —entrance tickets, accommodation, transport, trains and flights— and reviews the relevant documents, including the student card. Only once all of this is confirmed is the payment taken and the travel voucher issued.

For all other programmes —and for any programme when the trip starts eight months or more after booking— the booking is confirmed at that moment, and payment and the voucher are immediate. Eight months or more ahead, allotments with suppliers are arranged before the trip and the travellers' documents are reviewed afterwards; if any document is not valid, Andean Gold writes to the passenger so it can be replaced.

For programmes that require prior confirmation, when the trip starts within the next eight months, if the services cannot be confirmed, the request is cancelled at no cost to the passenger. If student status cannot be verified, the passenger is told the general fare before payment is taken, and can accept it or cancel the request at no cost.

This policy applies from the moment payment is taken. Before that, no penalty of any kind applies, since no amount has been received.

2. How to request a cancellation

Cancellations must be requested in writing, to Andean Gold's contact email address or through the form available on the website.

For the purpose of calculating the refund, the cancellation date is the date on which Andean Gold receives the written request, not the date on which it acknowledges receipt. Requests received outside business hours (Monday to Friday, 9:00 to 18:00, Cusco, Peru time) are deemed received on the next business day.

3. Refund schedule

The refund percentage is determined by the number of days between the cancellation date and the start date of the trip, according to the following schedule:

4. Basis of calculation and limit on charges

The penalty is calculated on the total price of the package booked, regardless of the amount paid up to the time of cancellation.

Under no circumstances will the passenger owe any amount beyond what has actually been paid. Where the calculated penalty exceeds the amount already paid, the refund will be zero and no debt or additional charge of any kind will arise.

Example. A USD 3,000 package, with a USD 1,000 deposit paid, cancelled 95 days in advance: the penalty is 20 % of USD 3,000, that is USD 600, so USD 400 of the USD 1,000 paid is refunded.

5. Non-refundable services

Certain services are purchased immediately upon confirmation of the booking, are issued in the passenger's name and cannot be refunded or transferred, by provision of the local authorities and suppliers. They are:

• Machu Picchu entrance tickets, issued by name by Peru's Ministry of Culture.
• Inca Trail permits, issued with the passenger's name and passport number, non-transferable under any circumstances.
• Special programmes in the Callejón de Huaylas, subject to the terms of their local operators.

For this reason, and because of the administrative costs involved in handling the booking, a minimum of 20 % of the total value of the package is retained on every cancellation.

6. Special cases

In the event of serious illness, death or another duly documented sensitive situation, each case will be assessed individually, on the basis of what the suppliers involved —hotels, airlines and railway companies— are able to recognise.

In such cases the refund will be no less than 70 % of the total value of the package, nor less than the amount due under the schedule in section 3, with whichever is more favourable to the passenger always applying.

7. Changes and rescheduling

Any rescheduling is subject to the availability of the services on the new dates and to any fare difference that may apply.

8. Services provided by third parties

Domestic and international flights are governed by the policies of the issuing airline and by the conditions of the fare purchased, which may be more restrictive than this policy.

Hotels, trains and other suppliers are likewise governed by their own cancellation terms.

9. Instalment payment

Depending on how far in advance the purchase is made, Andean Gold may offer the following payment options:

Bookings made on this site are paid in full, by card, at the moment of payment set out in section 1. Instalment payment is arranged separately with Andean Gold, through the agreement described below.

Instalment payment requires signing a specific agreement, which Andean Gold sends to the passenger already signed and which the passenger must return signed. Instalments are paid through a payment link on a fixed monthly date.

Cancellation of a booking paid in instalments is governed by the schedule in section 3 and by the limit set out in section 4.

10. Cancellation by Andean Gold

If, for reasons beyond its control —inability to confirm essential services, failure to reach the minimum number of passengers required, or force majeure— Andean Gold has to cancel a trip that has already been confirmed, the passenger may choose between:

• rescheduling at no cost to an available alternative date, or
• a full refund of the amount paid, with no penalty whatsoever.

The schedule in section 3 shall in no case apply to cancellations made by Andean Gold.

11. Acceptance and complaints

This policy forms part of the Terms and Conditions that the passenger expressly accepts when requesting a booking, and is sent to the passenger by email together with the confirmation.

Andean Gold Travel & Services makes the Complaints Book (Libro de Reclamaciones) available to its users, in accordance with the Consumer Protection and Defence Code (Law No. 29571).