TERMS, CONDITIONS & POLICIES
In SUNRISE MACHU PICCHU. SAC we are committed to provide you with the best experience in your visit, so we want to make things clear between us and our customers, therefore we express our terms and conditions, as well as our cancellation, return and refund policies:
1.- REGARDING RESERVATIONS AND PRICES.
-All reservations are subject to availability, therefore it is recommended to make them well in advance.
-The prices that the company handles are in dollars because it is a currency that is used internationally.
-All financial fees charged by bank transfer, credit card commission or any other expense of this type will be charged to the customer, the company is not responsible for any charges that may be made by banks or other means by which payments are made.
-Payments must be made once all aspects of the reservation are fully confirmed, the company is not responsible for any extra charges that may be generated later.
2.- REGARDING HOTEL SERVICES, TRANSPORTATION, ETC.
-The company will make reservations according to availability of the services that will be provided, so it reserves the right to change services as long as it has the same characteristics and category.
All tickets whether train, bus, Machu Picchu, among others are non-refundable and non-transferable, in some could change the date always taking into account the policies of each company or institution, therefore, take this into account before booking, any extra payment falls on the customer.
-The company is free to change hotels and transportation, but always maintaining or improving the quality and category, this is because the company is subject to the availability of hotels and transportation, especially in high season.
-Passengers are obliged to carry and provide the documents and other requirements that the hotels ask for according to current national regulations, otherwise they must pay taxes and other amounts which are paid by the client.
-Children up to 3 years of age do not pay train ticket or hotel stay, but are not entitled to seat or extra bed, so they must share with parents, in the case of bus ticket is in children over 6 years.
3.-REFERRING TO THE PAYMENT AND DEPOSITS OF THE RESERVATIONS.
All reservations will be coordinated by email, the response from our operators will be made within a period of no more than 48 to 72 hours, 01 day tours can be booked up to 12 hours in advance of the start of the tour.
-All reservations will only be confirmed once you receive the confirmation email or message from one of our operators.
-In the case of 01 day tours only, the reservation can be made in advance and payment made once you arrive in the city.
-In the case of complete tour packages, a guarantee or partial payment will be required, especially when these include hotel stays, since the reservation policies of these must be respected, which often ask for partial or total payment.
-In the case of packages for Machu Picchu, a guarantee or partial or total payment of the package will be required in order to confirm the reservation. This must be coordinated in advance with our sales executives before making the payments.
-Any payment or balance that remains must be provided before the visit. In case of non-compliance, you will not be allowed to use the service. In this case, you will not be entitled to a refund of any initial balance.
-Payments will be made by various means authorized by the company:
- By deposit or bank transfer to an account provided by our reservations team, this will be done nationwide.
- Via PAYPAL, for international transfers.
- YAPE digital wallet.
Once any deposit or payment is made, the receipt must be sent by email to info@sunrisemachupicchu.com, once the payment is confirmed, we will proceed with the confirmation of the reservation.
4.-REFERRING TO THE RESPONSIBILITY OF AND WITH THE CLIENTS.
-All clients are obliged to comply with the rules and laws of the country and places to visit, the company is not responsible in case of non-compliance during and outside the tours or services provided.
-All clients must be in perfect health or have a prescription and medical authorization if necessary, especially in people over 60 years old, this according to the level and difficulty of each tour,
-In tours above 3000 meters above sea level, previous acclimatization is recommended, any unforeseen event that may occur due to negligence of the client, will be at the client’s expense.
All clients are obliged to provide correct and reliable information at the time of booking, in case of non-compliance the agency is not responsible for any problems or charges that may arise later.
-All clients are required to always carry their identity card and / or passport, the company will not be responsible in case of lack of this and / or expiration of this.
-All clients are obliged or recommended to get travel insurance against health problems, accidents among others that may occur during their trip, also insurance against loss of luggage, valuables and others.
-The company is not responsible or assume any obligation in case of accidents, delays, illness, death, inappropriate and bellicose attitudes that may have with other people, nor has responsibility in cases of force majeure such as strikes, natural disasters, etc, which may determine cancellations, delays, etc., the agency will try to help and be sympathetic in these cases of force majeure, but only to the extent of its possibilities and policies.
-The company is not responsible for the loss of lodging, flights among others that may occur due to the above mentioned, thus assuming the client the extra expenses that may be generated.
5.-RESPECTIVE OF PENALTIES, CANCELLATION AND REFUND.
-In case of bus tickets, the change of date can be made before 48 hours before the trip, after this time no change can be made, THE TICKET IS NON REFUNDABLE.
-In case of train tickets, date changes can be made up to 7 days before the trip, after this time no change can be made, this ticket is NON REFUNDABLE.
-In case of NO SHOW in lodgings, 100% of the reservation will be lost and there will be no right to claim.
-The company is free to cancel the service in case of:
- If the client is in an alcoholic state and/or under the effects of any toxic substance that may be detrimental to his/her safety, as well as to the safety of other people.
- That the client suffers from health conditions that do not allow him/her to perform the tour normally and may be detrimental to it.
- That the client is late or is not at the previously agreed time, this to avoid delaying the tours and may be detrimental to other people.
- Due to the occurrence of social problems, emergencies, natural disasters or causes of force majeure that make it impossible to carry out the tours.
- Abandonment of the group by the client.
- Mutual agreement between the client and the company.
It should be noted that in the occurrence of the above cases we will proceed to make the full or partial charge according to our cancellation policies, and the customer can not make any claim.
-In case of no show the client will lose all right to reimbursement of previously paid services.
-In case of cancellation by the client we have the following:
- If the cancellation is made before 60 days prior to the provision of the service, 15% of the total amount will be charged for administrative expenses.
- If the cancellation is made before 45 days before the service is rendered, 35% of the total amount will be charged for administrative expenses.
- If the cancellation is made between 30 days and the day of the service, the full amount will be charged, i.e. 100%.
- All last minute cancellations, NO SHOW, as well as other causes that make it impossible to provide the service due to the client’s fault, will be charged 100% and there will be no right to any refund.
Note: All amounts are exclusive of the costs associated with bank transfer fees, credit card commissions and other expenses and/or costs associated with the refund.
6.- IN CASE OF CLAIMS AND REFUNDS.
-In case the agency is unable to provide any service due to force majeure, it is up to the agency to reschedule as long as it is in agreement with the client, in case it is not possible, we will proceed to refund only the service not provided.
-In case of claims, they will only be received up to 30 days after the provision of the service, the company will proceed to evaluate and then with the authorization of one of our agents will proceed to reimbursement, after this time the customer is not entitled to any claim.
-Refunds will proceed within 30 working days after authorization, the refund will be subject to penalties and charges for each case.
The travel agency has the authority to make changes in tours, hotels and others, as long as it has a justification and always trying to take care of the safety of our customers, as well as always ensuring that they receive the best possible experience.