Cancellation & Refund Policy

Last updated: January 03, 2026

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

By confirming a reservation, the client and/or agency/partner acknowledges having read, understood, and accepted these conditions, which become binding from the moment the reservation is confirmed.

1. General Rule

A reservation is considered confirmed once the corresponding payment has been received and complete passenger information has been provided.

Any cancellation is subject to:

  • Applicable penalties depending on the type of service
  • Non-refundable services already issued
  • Supplier policies (hotels, trains, airlines, DDC, and others)

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

2. Non-Refundable Services

Certain travel components may be non-refundable from the moment of confirmation, including but not limited to:

  • Machu Picchu entrance tickets (DDC)
  • Inca Trail permits
  • Government services and fees
  • Issued train tickets
  • Issued airline tickets
  • Promotional fares
  • Services already provided in whole or in part

3. Cancellations – Services WITHOUT Machu Picchu

(Day tours, excursions, and activities)

Applies to services that do not require DDC entrance tickets or train ticket issuance.

  • More than 30 days before travel: 20% penalty
  • 29 to 8 days before travel: 40% penalty
  • 7 to 3 days before travel: 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 Machu Picchu entrance tickets, DDC permits, Inca Trail permits, treks of 2 or more days, or train tickets.

For these bookings, the 50% deposit is non-refundable from the moment of confirmation due to immediate purchases, permits, and ticket issuance.

Additional penalties apply as follows:

  • More than 60 days before travel: 60% penalty
  • Between 59 and 30 days before travel: 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 before travel: 40% penalty
  • 29 to 15 days before travel: 60% penalty
  • 14 days or less / No Show: 100% penalty

b) Groups (8 or More Passengers)

  • More than 60 days before travel: 60% penalty
  • 59 to 30 days before travel: 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 approved amount in favor of the client may be issued as:

  • Travel credit valid for 1 year for future bookings
  • Transferable to a direct family member

Contact Us

If you have any questions regarding cancellations or refunds, please contact us:

Santu Tour Operador
Email: [email protected]

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