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Políticas de la Empresa

1. Reservation Policy

1.1 Reservation Process (Online, In-Person, or by Phone).

          • Everything included in the service is detailed in the travel plan, which can be sent via WhatsApp or email.
          • To make a reservation, it is necessary to accept the travel plan and initiate the payment process.
          • Rates may vary depending on the reservation date. Before making the payment, consult with the travel advisor to confirm rates and availability.

1.2 Payment Requirements for Reservation Confirmation.

          • A 50% payment is required to begin purchasing tickets. Payments can be made via payment link, POS, bank transfer, cash, or other applications (Western Union, PayPal, etc.). The remaining 50% must be paid on the day of airport pickup.
          • For flight tickets and hotel reservations, full payment (100%) is required.

1.3 Terms for Accepting Reservations (Minimum Notice and Availability).

          • Once the advance payment is made, it is necessary to wait three business days for the funds to reach our bank accounts before processing ticket purchases. No purchases will be made until the deposit is confirmed. For flight tickets, hotels, and trains, rates and availability may vary based on the reservation date.

2. Payment Policy

2.1 Accepted Payment Methods (Credit Cards, Transfers, Cash, etc.).

          • Accepted payment methods include payment link, POS, bank transfer, cash, or other applications (Western Union, PayPal, etc.).

2.2 Payment Deadlines (Initial Deposits and Final Payments).

          • A 50% deposit is required to initiate ticket purchases for tours, and 100% for flight tickets and hotel reservations.
          • To modify payment deadlines, discussions and agreements must take place between the client and the travel advisor. These modifications must be communicated via the previously mentioned contact methods.

2.3 Tax and Additional Charges Policy.

          • Rates do not include the General Sales Tax (IGV), which is paid only by Peruvian tourists.
          • For flight tickets and hotels, all taxes are included in the travel plan rate.

3. Policy on Changes, Cancellations, and Refunds

3.1 Deadlines and Conditions for Cancellations by the Client.

          • Flight tickets are subject to the airline’s cancellation policies. The basic fare does not allow refunds, date changes, or name changes.
          • Hotel reservations can be modified up to 20 days in advance. After this time, refunds, date changes, or name changes are not allowed.
          • Tour reservations can be canceled or rescheduled up to 20 days before the trip, with a penalty of 20% of the total tour cost.
          • Restaurant reservations can be canceled up to seven days in advance.

3.2 Penalties for Late Cancellations or No-Shows.

          • Late cancellations or no-shows for flight tickets, hotel reservations, and tours will incur a 100% penalty.
          • For late restaurant reservation cancellations, the penalty will depend on the restaurant’s cancellation policy.

3.3 Refund Conditions (Total, Partial, Non-Refundable).

          • Refundable flight tickets will incur a 20% penalty of the total value.
          • Hotel reservation changes made 20 days in advance will incur a 15% penalty of the total value.
          • Tour changes made 20 days in advance will incur a 20% penalty of the total value.
          • Timely restaurant reservation cancellations will not incur any penalty.
          • Refunds will be processed within 45 days since partner companies only allow beneficiary changes.

3.4 Cancellations by the Agency (Due to Bad Weather, Low Attendance, etc.).

          • The agency may only cancel a trip due to natural disasters, protests, accidents, or any situation that endangers the physical or mental integrity of our clients or staff. Refunds are subject to decisions made by the public and private entities involved in the service.

4. No-Show Policy

4.1 Definition of No-Show:

          • A no-show occurs when the client fails to appear at the agreed time and location for the service start without prior notice or communication with the agency.

4.2 Consequences of No-Show:

          • In case of a no-show, the travel agency reserves the right to cancel the reservation and contracted services without a refund.
          • The agency is not obligated to reschedule the service unless deemed possible, and the client assumes any additional costs incurred.

4.3 Right to Cancellation Without Refund:

          • The travel agency has the right to retain the full amount paid as compensation for operational and logistical costs already incurred.
          • Non-refundable cancellation applies to both individual and group reservations.

4.4 No-Show Notification:

          • Clients are advised to contact the agency as soon as possible if they foresee difficulties arriving at the agreed time. In some cases, the agency may adjust schedules if feasible.

5. Security and Protection Policy

5.1 Traveler Safety and Health Measures:

          • Insurance: All travelers must have adequate travel insurance covering medical assistance, accidents, and emergencies. It is the traveler’s responsibility to obtain and review their coverage.

5.2 Agency Responsibility in Emergencies or Unforeseen Events:

          • Medical Emergencies: The agency will coordinate transportation to an appropriate healthcare facility and provide assistance to the extent possible. Medical and transportation costs will be covered by the traveler’s insurance or personal funds.
          • Climatic or Social Unforeseen Events: The agency will take all possible measures to ensure traveler safety during unforeseen events (e.g., weather events, social unrest), including rescheduling activities or, in extreme cases, evacuating the area. The agency is not responsible for financial losses from uncontrollable events but will assist in managing the situation.
          • Limited Responsibility for Destination Risks: Certain destinations may pose specific risks (e.g., altitude in Cusco and Machu Picchu). The agency will inform travelers of such conditions, but travelers are responsible for their health and limitations.

5.3 Required Documentation:

          • Passport and Visa: Travelers must have a valid passport, visa (if applicable), and all necessary documentation for entering the destination country. The agency is not responsible if travelers lack proper documentation.
          • Vaccination Certificates and Health Requirements: If the destination requires specific vaccinations or medical certificates, the traveler must comply and present the appropriate documentation.
          • Other Specific Permissions or Requirements: The agency will provide advance notice of any additional documents necessary for contracted activities.

6. Responsibility Policy

6.1 Agency Responsibility Limitations:

          • Force Majeure Events: The agency is not responsible for cancellations, delays, or itinerary changes caused by force majeure events, including but not limited to adverse weather conditions, natural disasters, strikes, unrest, pandemics, or conflicts.
          • Itinerary Modifications: The agency will make efforts to offer alternatives or reschedule activities if such events impact the trip. However, some services may not be refundable due to supplier restrictions.
          • Coverage Limits: The agency will act diligently to minimize impacts on the client’s experience but is not liable for economic losses from unforeseen situations affecting services.

6.2 Client Responsibility:

          • Compliance with Local Regulations: Travelers must familiarize themselves with and adhere to local laws, cultural norms, and regulations, including environmental conservation, respect for historical sites, and appropriate community behavior.
          • Travel Requirements: Clients must ensure they meet all travel requirements, such as updated documentation (passport, visa) and specific health conditions for the destination (e.g., vaccinations, preventive medications). While the agency provides general information, compliance is the client’s responsibility.
          • Liability for Damages and Penalties: Any property damage, fines, or penalties resulting from traveler conduct are the sole responsibility of the client, without obligation of agency coverage.

6.3 Advice and Recommendations:

          • The agency will provide general safety recommendations and guidelines but is not responsible for personal actions compromising traveler integrity.
          • If the client violates these policies, the agency reserves the right to terminate services without a refund.

7. Confidentiality and Data Protection Policy

7.1 Use and Protection of Client Personal Data:

          • Data Collection: The agency collects client personal data (e.g., name, contact details, passport information, travel preferences) solely for managing and personalizing contracted services.
          • Data Protection: All collected personal data is safeguarded through physical and electronic measures to prevent unauthorized access, alteration, or disclosure.
          • Data Retention: The agency retains personal data only as necessary to fulfill contracted services, legal obligations, and other legitimate purposes. Once obligations are fulfilled, data is securely deleted or archived.

7.2 Privacy Policy and Use of Information with Third Parties:

          • Sharing Data with Third Parties: The agency may share certain personal data with trusted providers and partners (e.g., hotels, tour operators, transportation services) exclusively for fulfilling contracted services. Third parties are bound by confidentiality and data protection agreements.
          • Internal Use of Information: The agency may use information and materials generated during trips, including images, to improve services, conduct internal analysis, and share travel experiences on communication channels such as social media while respecting client privacy.
          • Exclusion of Data Sale or Commercial Use: The agency will not sell or share client personal data with third parties for commercial, advertising, or prospecting purposes without prior explicit consent.

7.3 Client Rights Over Their Data:

          • Access, Rectification, and Deletion: Clients have the right to request access to their personal data, correct inaccuracies, or request deletion of their information, subject to legal and contractual obligations.
          • Consent Withdrawal: Clients may withdraw consent for data use at any time, although this may affect certain services.
          • Contact Channels for Privacy: For inquiries about privacy rights or data management, clients may contact the agency via email or phone through official channels.

7.4 Policy Updates:

          • The agency reserves the right to update this Confidentiality Policy based on changes in applicable legislation or security procedures. Clients will be informed of any changes promptly.

8. Customer Service Policy

8.1 Contact Hours and Methods:

          • Operating Hours: The agency is available to clients Monday to Friday, from 9:00 a.m. to 7:00 p.m., and Saturdays from 9:00 a.m. to 1:00 p.m. (local time).
          • Contact Methods: Clients can reach the agency through the following channels: 
            • Phone (WhatsApp): +51984004284
            • Email: info@ecolamas.com
          • Urgent Assistance Outside Operating Hours: A 24-hour emergency contact number will be provided for travel emergencies.

8.2 Response Times for Inquiries or Complaints:

          • General Inquiries: Inquiries received during operating hours will be answered within 24 hours. Those received outside operating hours will be addressed the next business day.
          • Complaints or Claims: The agency commits to providing an initial response to any complaint or claim within three business days. For cases requiring additional investigation, clients will be informed of the estimated resolution time.

8.3 Dispute or Claim Resolution Procedures:

          • Claim Reception: Complaints can be submitted through contact channels. Clients are advised to include as many details as possible for resolution facilitation.
          • Evaluation and Resolution Process: The agency will review the claim and propose a solution appropriate to the circumstances. If additional documentation is required, the client will be notified.
          • Escalation of Disputes: If the client is unsatisfied with the proposed solution, they may request further review. The agency commits to resolving disputes fairly and promptly.

9. Offers and Promotions Policy

9.1 Conditions for Participation in Offers and Special Promotions:

          • Agency offers and promotions are available only to clients meeting the specified requirements for each promotional campaign.
          • To benefit from a promotion, clients must comply with indicated conditions such as purchase dates, advance payments, and additional applicable requirements.
          • Offers are not combinable with other promotions, discounts, or benefits unless explicitly stated in the campaign.

9.2 Restrictions on Dates, Availability, and Destinations:

          • All offers are subject to availability and apply only to the destinations, dates, and packages specified in the promotion.
          • The agency reserves the right to modify or cancel promotions in case of changes in service availability (e.g., accommodation or transportation) or events beyond its control.
          • Promotions may have specific validity dates and will not apply outside those periods unless exceptions are approved by the agency.

9.3 Procedimientos para Aplicar Descuentos:

          • Promotional Codes: If the promotion includes a code, it must be entered at the time of booking for the discount to apply correctly. Promotional codes are personal and non-transferable.
          • Automatic Discounts: In some cases, discounts will be automatically applied to the final price if the client meets the promotion’s conditions.
          • Discounts for Returning Clients: The agency may offer exclusive discounts for repeat clients. These discounts will be applied directly by an agent, provided the client informs the agency of their prior status during the new booking process.
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AGENCY LOCATION
Portal Comercio 181, Plaza de Armas, Cusco, Perú 

Lunes – Viernes: 9:00 – 18:00
Sábado: 9:00 – 14:00

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+51 984 004 284

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