Reservation, Payment, and Cancellation Policies
1. Reservation Process
To ensure efficient and personalized management, all reservation requests must be sent to our official accounts: contacto@suntraceperu.com and reserva@suntraceperu.com. Once received, our team will coordinate the final details via email, phone, or WhatsApp.
When requesting confirmation, it is mandatory to attach the following passenger information:
- Traveler identification and profile:
- Identity: Full name, identity document or passport number, and its expiration date.
- Profile: Date of birth, age, nationality, and language.
- Contact: Cell phone number and email address.
- Health and Preferences: Information regarding health restrictions, physical conditions, or special dietary requirements to ensure your safety during the trip.
- Trip Details: Arrival and departure dates, type of package requested, and any additional services required.
2. Payment Conditions
To ensure the availability of services, the following conditions apply:
- Standard Reservations: Payment of 50% of the total amount upon confirming the reservation. The remaining 50% must be paid no later than 30 days before arrival.
- Last-Minute Reservations (30 days or less): Require 100% advance payment of the package to proceed with confirmation.
- Groups and Promotions: 50% prepayment at least 6 months in advance. The balance must be settled 30 days before the service. For group reservations made 60 days in advance, 100% payment is required.
3. Modifications and Responsibilities
- Itinerary Management: The company reserves the right to modify the order of excursions or the itinerary for justified reasons, always prioritizing the safety and satisfaction of the client.
- Quality Commitment: We are responsible for fulfilling the services detailed in the contracted program.
- Liability Exemptions: We assume no responsibility for interruptions derived from force majeure (weather, social, or political factors) or for the loss of personal items, jewelry, or luggage, which are the exclusive responsibility of the client.
4. Cancellations, Penalties, and Refunds
- All cancellations must be notified via WhatsApp and ratified by email to reserva@suntraceperu.com.
- Administrative Fees: Cancellations made between 30 and 15 days before the service incur a 20% penalty on the prepayment for management fees.
- No Show (Non-attendance): A 100% charge of the service will apply if the cancellation is not made with due anticipation.
- On holidays and long weekends, the minimum cancellation notice is 15 days.
- Cancellations made less than 7 days in advance are considered No Shows and are not eligible for a refund.
- Unused Services: No refunds will be issued for services voluntarily unused or due to causes beyond the company’s control (illness, accidents, etc.).
- Special Restriction: Entrance tickets to Machu Picchu do not allow refunds or date changes under any circumstances.
5. Postponements
In the event a date change is required, the reservation will be valid for 3 months from the original date, maintaining the initial conditions but subject to the updated rates at the time of travel.
Service Conditions and Resolution Policy
Suntrace Perú and the tourist may terminate the contract and suspend the provision of service without liability in the following scenarios:
By the Tourist (Causes for Rescission):
- Reckless Conduct: When the tourist acts recklessly, endangering their own integrity or that of the group during the activity.
- Non-compliance with Requirements: If the tourist does not present the required legal documentation, vaccination cards, or other necessary health and legal conditions.
- State of Intoxication or Substances: If the passenger shows obvious signs of having consumed alcohol or toxicological substances that limit their capacity or affect the safety of others.
Due to External Causes and Force Majeure:
- Decision of Authorities: By order of the Competent Bodies (DIRCETUR/Geresa) or due to extreme weather changes that jeopardize safety.
- Destination Safety: If the activity involves moving to unauthorized places that expose the integrity of travelers.
Agency Responsibility:
- Untruthful Information: When the agency fails to provide accurate information about the conditions of the activity or fails to provide the necessary safety equipment.
- Staff Conduct: Due to inappropriate or negligent behavior by specialized staff or guides hired by the agency.
- Staff Condition: If the agency’s staff appears under the influence of substances that compromise the service.