Santu Tour Operator

We understand that travel plans may change. This Cancellation, Penalties and Credits Policy is formulated in accordance with Law No. 29571 – Consumer Protection and Defense Code, and other applicable regulations for tourism services in Peru.

The client and/or agency/partner declares having read, understood and expressly accepted these conditions, which are binding from the moment the reservation is confirmed.

1. General Rule

A reservation is considered confirmed once the corresponding payment has been made and the passenger’s complete data has been received.

Any cancellation is subject to:

  • penalties depending on the type of service,
  • non-refundable services already issued,
  • supplier policies (hotels, trains, airlines, DDC).

Penalty percentages apply per passenger, even when the service was booked as private or group.

2. Non-Refundable Services (Suppliers and Official Entities)

The client acknowledges that certain travel components may be non-refundable from the moment of confirmation, including, among others:

  • Machu Picchu entrance tickets (DDC).
  • Inca Trail permits.
  • Government services.
  • Issued train tickets.
  • Issued air tickets.
  • Promotional fares.
  • Services already executed in full or in part.

3. Cancellations – Services WITHOUT Machu Picchu
(Day tours and activities)

Applies to day tours, excursions and activities that do not include the purchase of DDC entrance tickets or the issuance of train tickets.

  • More than 30 days: 20% penalty.
  • 29–8 days: 40% penalty.
  • 7–3 days: 60% penalty.
  • 48 hours or less / No show: 100% penalty.

4. Cancellations – Services WITH Machu Picchu
(DDC / Inca Trail / trekking / trains)

Applies to services that include the purchase of Machu Picchu entrance tickets and/or DDC permits, including the Inca Trail, treks of 2 days or more, and services that require the issuance of train tickets.

In this type of reservation, the 50% deposit is considered NON-REFUNDABLE from confirmation, due to non-recoverable purchases and issuances.

Additionally, the following penalties apply:

  • More than 60 days: 60% penalty.
  • Between 59 and 30 days: 80% penalty.
  • 29 days or less / No show: 100% penalty.

5. Cancellations – Travel Packages (2 or more days)

a) Individual travelers (FIT)

  • More than 30 days: 40% penalty.
  • 29–15 days: 60% penalty.
  • 14 days or less / No show: 100% penalty.

b) Groups (8 or more passengers)

  • More than 60 days: 60% penalty.
  • 59–30 days: 80% penalty.
  • 29 days or less / No show: 100% penalty.

6. Credit Policy (No cash refunds)

Santu Tour Operador does not issue cash refunds, except in exceptional cases where a supplier authorizes a direct refund.

When applicable, any amount in favor of the client will be issued as:

  • Credit valid for 1 year, applicable to future bookings.
  • The credit is transferable to a direct family member.

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