Confirmation of Payments and Services

Accepted Forms of Payment:

• National Bank Transfers: You can make your payment by deposit or transfer to our accounts in the main banks in Peru, such as BCP, BBVA, Interbank, among others. This option is ideal for customers who wish to pay from their mobile banking or local internet banking.
• Credit and Debit Cards: We accept Visa, MasterCard, American Express and Diners Club cards. We recommend verifying beforehand if your card is valid for payments abroad and if it is enabled for online transactions.
• Payments from abroad: If you are outside Peru, you can make your payment securely through international transfers, PayPal, Western Union, MoneyGram or through an online payment link that we will send to your email.
• Immediate Payments in Peru: We also accept payments through mobile applications such as Yape and Plin, which facilitates fast transactions without additional commissions within the country.

Important Considerations:

• All bank fees, money transfer charges or currency conversions will be borne by the customer. We recommend that you check with your bank for applicable charges before making payment.
• In the case of card payments made in a currency other than the quoted one (for example, in dollars if the amount was in soles), your card issuer will apply its own exchange rate and differences may occur in the final amount debited.
• For security and fraud prevention purposes, in some cases we may request additional verification, such as a partial image of the card used (showing only the first and last four digits) and a copy of the cardholder’s passport or identity card.

Confirmation of Service:

Once the payment is received and validated, we will send to your email an official receipt of the transaction and the final confirmation of the contracted service. We suggest you check your inbox and spam to make sure you receive it correctly.

2. Modifications, Cancellations and Penalties

Requests for Changes or Cancellations:

Any request for modification or cancellation must be sent in writing to reservas@punotours.com.pe, indicating the complete reservation information and the reason for the request.

Cancellation Penalty Policy:

• No penalty: Cancellation up to 15 days before the start of the service.
• 30 % penalty: Between 14 and 10 days in advance.
• 50% penalty: Between 9 and 6 days in advance.
• 75 % penalty: Between 5 and 3 days in advance.
• 100 % penalty: Cancellations made 2 days before or in case of no-show.

Refunds:

Refunds, when applicable, will be processed within 15 business days of acceptance of the cancellation. Bank charges for refunds are borne by the customer.

Important Recommendation:

We suggest taking out travel insurance to cover cancellations due to health, weather or other unforeseen events, which can prevent financial losses.

Customer Support and Assistance

24/7 availability:

Our team is available 24 hours a day, 7 days a week to provide you with personalized assistance before, during and after your trip.

Direct Service Channels:

• WhatsApp 1: +51 976 800 152
• WhatsApp 2: +51 987 788 923
• Customer Service Manager: Wilson Ticona

How can we help you?

• Itinerary or last minute changes.
• Coordination of services such as transfers, tickets, hotels, etc.
• Medical or logistical emergencies during the tour.
• Suggestions about activities, weather or destinations.

4. Privacy Policy (Use of Personal Data)

Commitment to the Protection of your Data:

In PUNO TOURS we comply with Law No. 29733 and its regulations, which guarantee the privacy and security of the handling of your personal data.

What do we use your data for?

With your informed consent, your data may be used exclusively for:

• Execute the services contracted with you.
• Send relevant information about your trip.
• Communications about new offers or service improvements.
• Measure service quality and improve customer experience.

Your Rights as a User:

You can exercise your rights of access, rectification, cancellation or opposition (ARCO) by sending us a formal request through our contact channels.

Information Security:

We implement technological and administrative protocols to prevent unauthorized access, loss or misuse of personal information.

5. Liability and Limitations

What PUNO TOURS guarantees:

• Full compliance with the booked itinerary.
• Professional coordination of all contracted services.
• The safety and well-being of the traveler to the best of our ability.

What we CANNOT guarantee:

• Changes or cancellations due to external causes such as natural disasters, strikes, blockades, accidents, etc.
• Losses or damages caused by third parties not contractually bound to PUNO TOURS (for example, airlines or external suppliers).

Traveler’s Responsibility:

• Behave in a respectful manner with the group, staff and local communities.
• Inform in advance about important medical conditions.
• To be in good physical and mental health to carry out the programmed activities.
• Bring the required documents according to the destination.

6. Travel Insurance

Our Recommendation:

To travel with greater peace of mind, we recommend that you take out comprehensive travel insurance to cover eventualities during your experience.

Recommended coverages:

• Personal accidents and medical expenses.
• Loss, theft or damage of baggage.
• Cancellations, itinerary changes or evacuations.
• Logistical support in case of emergencies.

Support in case of insurance use:

Our team will help you gather documentation and communicate with the insurance company in case you need to activate the insurance.

7. Change Policy

Right to make modifications:

PUNO TOURS reserves the right to modify, totally or partially, any aspect related to the services offered (including prices, itineraries, schedules, routes or conditions of the trip) when these modifications are due to operational causes, external conditions or reasons of force majeure.

These modifications may be necessary to preserve the security of the group, improve the customer experience or respond to unforeseen changes in the availability of services or access to destinations.

Customer Notification:

In the event of any major modification, we undertake to inform the client as far in advance as possible, either at the time of booking or subsequently if the change occurs later.

During the tour:

If during the execution of the tour it is necessary to make adjustments or replacements in any activity or service, we will try to offer an alternative of equivalent or superior quality, without affecting the essence of the experience.

8. Complaints and Claims

During the trip:

It is very important that any complaint or inconvenience is immediately communicated to our staff or local guide during the tour. This allows us to act quickly and find timely solutions to improve your experience.

After the trip:

If after the tour you consider that there was a situation that was not adequately resolved, you can submit your formal complaint by sending an email to our customer service department within 28 calendar days after the date of completion of the service.

Commitment of PUNO TOURS:

We are committed to review each claim seriously, objectively and with full transparency. Our goal is to resolve each case fairly and to offer, if appropriate, reasonable compensation or corrective measures to prevent future similar situations.

9. Customer Responsibilities

Behavior during the trip:

All travelers must behave in a respectful manner, both with the guides, the PUNO TOURS team, other travelers and the communities we visit. A good and culturally responsible group atmosphere is key to a positive experience.

Medical conditions and preparation:

The traveler is responsible for reporting in advance any medical, physical or emotional condition that may require special assistance or accommodation during the tour. The traveler must also ensure that he/she is able to participate in the scheduled activities.

Compliance with indications:

Clients must follow all instructions given by the agency staff, especially regarding safety, punctuality and care for the environment.

Exclusion for justified causes:

We reserve the right to withdraw from the tour any person whose behavior, medical condition or attitude jeopardizes the integrity of the group, the fulfillment of the itinerary or the harmonious coexistence. In these cases there will be no reimbursement for services not used.

10. Our Responsibilities

Commitment to service quality:

At PUNO TOURS we strive to provide an organized, safe and culturally enriching tourist experience. We assume the responsibility of coordinating with professionalism all the elements included in the contracted itinerary.

Limitations due to external causes:

However, there are factors beyond our control for which we do not assume direct responsibility, such as:

• Changes or cancellations of flights, trains or buses outside our operation.
• Adverse weather conditions, natural disasters, strikes or social unrest.
• Loss, theft or damage caused by third parties not contracted by our company.

Recommendation:

To mitigate these risks, we recommend always having adequate travel insurance to provide support in unexpected situations.

11. Flights and Delays

About our responsibility:

PUNO TOURS is not responsible for cancellations, delays or rescheduling of domestic or international flights that affect the start or continuity of the tour and that are caused by causes beyond our control.

What we do:

Although we are not responsible for these events, we will do our best to help you reschedule your contracted services, such as transfers, tours or accommodations, depending on your new arrival or departure time.

Travelers’ Tip:

• Always leave a time margin when booking flights before or after a tour.
• Check if your travel insurance covers air delays and cancellations, as many policies offer compensation or reimbursement.

Our support team is at your disposal to assist you and help you reorganize your itinerary if necessary.

12. Children Policy

Age categories and applicable rates:

• Infants (0 to 2 years and 11 months): Travel at no additional cost, as long as they do not occupy a seat and are under the direct supervision of an adult.
• Children (3 to 8 years old): They are entitled to reduced rates on most of our tours.
• Children over 8 years old: Regular adult rate is considered.

Policy implementation:

The child rate may vary according to the type of tour, service contracted or type of transportation. Some external operators may apply their own conditions, which will be previously informed.

Required documentation:

In order to access special rates or for immigration reasons, we may request documents proving the age of the minor, such as passport, birth certificate or ID card.

13. Required Documentation

For all passengers (domestic or foreign):

It is mandatory to carry a valid identity document (ID card, passport or foreigner’s card) valid throughout the national or international territory, depending on the tour contracted.

For foreign passengers not residing in Peru:

A copy of the immigration stamp of entry to the country, not older than 60 days, will be required. This will allow the exemption of IGV (General Sales Tax) according to Peruvian regulations. If this documentation is not presented, the tax will be added to the total of the service.

For minors traveling without both parents:

If a minor is traveling alone with a parent or guardian, it is essential to present a notarized travel permit signed by both parents or legal guardians. In their absence, the minor will not be able to participate in the tour and the corresponding penalty will be applied (only in case of leaving Peruvian territory).

Recommendation:

Be sure to review and validate all your travel documents in advance. If you need guidance, our team will be happy to help you.