Cancellation Policy
Clear, fair, and transparent cancellation terms for all Tura Travel bookings.
Cancellation, Modification & Refund Policies
Under the Peruvian Consumer Protection and Defense Code (Law N° 29571), TURA-TRAVEL S.A.C. establishes transparent guidelines regarding payments, cancellations, tour modifications, and refund processes for all our clients.
1. Cusco Tourism Regulations & Government Bookings
Many excursions and historical sites in the Cusco region are highly regulated by the Peruvian government. These bookings carry strict terms that override our standard policy:
- Inca Trail Permits (SERNANP): Permits for all version of the Inca Trail are issued directly by the National Service of Natural Protected Areas (SERNANP). Government regulations dictate that once an Inca Trail permit is purchased, it is 100% non-refundable, non-endorsable, and non-transferable. Under no circumstances can dates, passenger names, or passport details be altered.
- Machu Picchu Admission Tickets: Tickets issued by the Ministry of Culture of Peru are strictly tied to specific dates, times, and visitor names. These tickets are non-refundable and non-transferable. Date changes are subject to official system availability and state administrative fees.
- Train Services (PeruRail & Inca Rail): Rail transportation between Cusco, Ollantaytambo, and Machu Picchu Pueblo (Aguas Calientes) is operated by third parties. Modifications of schedule or cancellations are governed by their respective corporate rules, which typically include administrative penalty charges ranging from 10% to 30% of the ticket price.
2. Standard Excursion Cancellation Brackets
For standard tours (non-government regulated day tours and tour packages), the following cancellation fees apply, calculated from the date written notice is received at info@tura-travel.com:
| Cancellation Notice Period | Cancellation Fee Retained | Refund Amount Returned |
|---|---|---|
| More than 30 days prior to start | 15% of total package price | 85% of total package price |
| Between 22 and 30 days prior to start | 25% of total package price | 75% of total package price |
| Between 15 and 21 days prior to start | 40% of total package price | 60% of total package price |
| Between 8 and 14 days prior to start | 60% of total package price | 40% of total package price |
| Between 2 and 7 days prior to start | 85% of total package price | 15% of total package price |
| Less than 48 hours or “No Show” | 100% of total package price | No refund available |
3. Force Majeure & Local Operating Exceptions
Peru is a country with complex geographical and social dynamics. Occasional strikes, blockades, heavy rains, landslides, or political events may disrupt transport or site access. Under these circumstances:
- Safety First: Tura Travel reserves the right to alter itineraries, change hotel choices, or adjust schedules to guarantee passenger safety.
- Rescheduling: We will endeavor to reschedule missed tours without additional penalties, subject to vendor availability.
- Force Majeure Refunds: If rescheduling is impossible, Tura Travel will issue refunds minus any non-recoverable costs already paid to third-party suppliers (e.g. flights, trains, hotel deposits). Alternatively, a travel credit voucher valid for 24 months will be provided.
4. Refund Administration & Timelines
Approved refunds are processed through the same payment channel used for the booking. The timeline to receive funds is 15 to 30 business days, subject to bank processing cycles. Interbank transfer fees, payment gateway commissions, and exchange rate differences are deducted from the refund total.