Cancellation, booking changes, rescheduling and refund policy

1. Company Information

Registered Company Name: CORPORACION GRUPO TIERRA BIRU S.A.C.

Business Name: Tierra Biru Expeditions

Peruvian Tax ID (RUC): 20614670291

Registered Address: Urb. Los Licenciados, Calle Mariano Santos G-5, Cusco, Peru

Booking Changes and Cancellations: [email protected]

2. Definitions

For purposes of this Policy, the following terms apply:

Cancellation: A request by a traveler to cancel all or part of a confirmed booking.
Rescheduling: A request to change the originally confirmed travel date.
Booking Change: Any modification to a booking, including changes to travel dates, hotels, accommodation categories, services, routes or traveler information.
Passenger Substitution: Replacing one traveler with another, provided that the service and its suppliers allow such changes.
No-Show: Failure to arrive at the designated place and time to begin or continue a scheduled service.
Non-Refundable Component: A service or booking element whose cost cannot be fully or partially recovered after purchase or issuance, according to previously disclosed conditions or applicable supplier or government regulations.

3. Booking Confirmation and Deposits

The deposit required to secure a reservation depends on the services booked and will be clearly stated in the quotation before payment.

Our general deposit requirements are:

30% of the total quoted price for four-star travel packages and other services subject to this requirement.
40% of the total quoted price for Inca Trail bookings.
50% of the total quoted price for five-star travel packages.

Deposits are used to arrange and confirm travel services, which may include admission tickets, permits, transportation, accommodations and other travel arrangements.

Any portion of the deposit already used to purchase non-refundable services or cover costs actually incurred will be subject to the applicable cancellation conditions.

4. Cancellations Requested by Travelers

All cancellation requests must be submitted in writing to the assigned travel consultant by email or WhatsApp.

The date and time the request is received will determine which cancellation terms apply.

Before calculating any refund, Tierra Biru Expeditions will identify non-refundable services already purchased and any applicable third-party charges. The same expense will not be charged twice.

Cancellation Schedule

Time Before Trip DepartureCancellation and Refund Terms

45 days or more: Refund of 75% of the remaining deposit after documented non-refundable costs have been deducted.

44 to 20 days: Refund of 50% of the remaining deposit after documented non-refundable costs have been deducted.

19 to 10 days: The deposit is non-refundable. A travel credit valid for up to three (3) months may be considered after unrecoverable costs have been deducted.

9 days or less: A cancellation charge of up to 100% of the confirmed service cost may apply, based on actual expenses and financial commitments incurred.

No-show: No refund will be provided for unused services, unless required by applicable law or when funds are successfully recovered from the supplier.

Important: These terms do not override specific cancellation conditions for admission tickets, permits, trains, flights, hotels or other third-party services when those conditions were disclosed before booking confirmation.

5. Government-Regulated Services and Day Tours

Admission tickets to Machu Picchu and permits for the Inca Trail network are issued in the traveler's name and are subject to current official regulations.

As a general rule, once these tickets or permits have been issued, changes to the traveler’s name, travel date, circuit or route cannot be guaranteed. Unused tickets may expire without a refund.

Exceptions involving unforeseen events or circumstances beyond reasonable control will only be processed when permitted under the applicable official regulations and when all required conditions are met.

Train tickets, hotel bookings, flights and other third-party services are subject to the fare rules, cancellation charges and conditions of the respective supplier.

Day tours may be rescheduled without an additional administrative charge from Tierra Biru Expeditions when all of the following conditions are met:

The request is received at least 72 hours before the scheduled service.
Availability exists for the requested new date.
No unrecoverable expenses have already been incurred.

6. Partial Payments

If a traveler has made payments exceeding the initial deposit, any applicable cancellation charges will be calculated based on the booking conditions, services already purchased and financial commitments actually incurred.

If confirmed and previously disclosed costs exceed the amount already paid, Tierra Biru Expeditions may request payment of the documented outstanding balance, provided that this obligation was included in the original booking agreement.

7. Non-Refundable Travel Components

Depending on the applicable supplier rules, certain booking components may be non-refundable or subject to cancellation charges.

These may include:

Tourist attraction admission tickets.
Special entry permits.
Machu Picchu circuit reservations.
Inca Trail permits.
Train tickets.
Airline tickets.
Hotel accommodations.
Specially arranged private services.

Whenever possible, Tierra Biru Expeditions will inform travelers of these restrictions before committing their payments to the corresponding services.

If a government authority or supplier changes its rules after a booking has been confirmed, any mandatory updated conditions will apply to the affected component, and the traveler will be informed accordingly.

8. Rescheduling a Booking

Travelers may request to reschedule a confirmed booking, subject to the following conditions:

Availability for the new travel date.
Permission to make the requested changes under the applicable supplier rules.
Submission of the request at least 72 hours before the scheduled service.
Payment of any applicable fare differences and supplier charges.

Each booking may be rescheduled a maximum of two (2) times.

The rescheduled trip must take place within six (6) months of the originally confirmed travel date, unless a different deadline is established by the relevant supplier.

If the new booking costs more than the original booking, the traveler must pay the difference.

If the new booking costs less, Tierra Biru Expeditions may evaluate the possibility of providing an equivalent service, subject to the terms agreed upon with the traveler and applicable law.

9. Passenger Name Changes and Substitutions

Replacing a traveler with another person may be allowed when:

The booked service is not strictly issued in the original traveler's name.
The relevant supplier permits the substitution.
The request is submitted at least 45 days before the scheduled departure.

An administrative charge of 5% will apply, in addition to any applicable fare differences or supplier penalties.

Admission tickets, permits, transportation tickets and other services issued in a specific traveler's name may require a new purchase when passenger substitutions are not permitted.

10. Cancellation by a Member of a Group Booking

If one or more travelers cancel their participation in a group booking while the remaining travelers continue with the trip, the cancellation charges will apply to the traveler or travelers who cancel.

Reducing the number of participants may also affect costs originally calculated based on the group size, including:

Shared room occupancy.
Private transportation.
Tour guide services.
Other shared travel arrangements.

If a cancellation results in additional objectively verifiable costs not already covered by the cancellation charge, Tierra Biru Expeditions will provide an explanation and calculation before requesting any additional payment.

11. Last-Minute Bookings

A booking is considered last-minute when confirmed within 15 days before the scheduled start of the service.

For these reservations, full payment of 100% of the booking price may be required at confirmation.

Services purchased or issued immediately after confirmation may become subject to their respective non-refundable conditions or cancellation charges.

12. No-Shows and Unused Services

A traveler will be considered a no-show if they:

Fail to arrive for the scheduled start of the service.
Are not present at the designated pickup location within the communicated waiting period.
Miss a train, flight, scheduled admission or other service due to circumstances attributable to the traveler.
Leave the planned itinerary without prior coordination.

In these cases, a 100% cancellation charge will apply to the affected services, unless amounts are recovered from the supplier or a different outcome is required by applicable law.

If a traveler misses part of the itinerary due to circumstances attributable to them, any additional expenses necessary to rejoin the trip will be the traveler's responsibility.

13. Serious Illness, Accidents, Pregnancy or Death

In cases involving serious illness, accidents, pregnancy with a medical restriction against travel or the death of a traveler or immediate family member, Tierra Biru Expeditions will review the circumstances individually.

Depending on the services involved and the possibility of recovering payments from suppliers, Tierra Biru Expeditions may consider:

Rescheduling the trip.
Refunding recoverable service costs.
Reducing certain cancellation charges.
Applying the standard cancellation conditions.

Requests must be supported by verifiable documentation, such as a medical certificate, hospitalization record or death certificate.

Only information reasonably necessary to assess the circumstances will be requested.

Submitting supporting documents does not automatically guarantee a refund or rescheduling approval.

14. Cancellations Caused by Tierra Biru Expeditions

If a confirmed service cannot be provided for reasons directly attributable to Tierra Biru Expeditions, the company will offer an appropriate solution based on the circumstances, which may include:

Rescheduling the service without a cancellation charge to the traveler.
Providing an equivalent alternative service.
Refunding the amount corresponding to services not provided.

The available options will be discussed with the traveler as soon as reasonably possible.

Cancellation charges applicable to voluntary traveler cancellations will not be imposed when the cancellation is directly attributable to Tierra Biru Expeditions.

15. Force Majeure and Events Beyond Our Control

Events beyond the reasonable control of Tierra Biru Expeditions, including official closures, natural disasters, road blockades, strikes, government restrictions, emergencies and other unforeseeable or unavoidable circumstances, will be assessed according to the affected services and applicable supplier conditions.

Whenever possible, Tierra Biru Expeditions will identify:

Services that can be rescheduled.
Payments that can be recovered.
Non-recoverable service costs.
Available alternatives for affected travelers.

Force majeure will not be used to exclude liability for failures directly attributable to Tierra Biru Expeditions.

16. Refund Processing

When a refund is due, Tierra Biru Expeditions will process it in the same currency used for the original payment and, whenever possible, through the original payment method.

If a refund depends on an external supplier, processing may be subject to that supplier's approval and actual return of funds.

Once the refundable amount has been determined and the funds are available, Tierra Biru Expeditions will process the refund within 15 business days.

Additional processing or posting times imposed by banks, credit card companies or payment processors are outside Tierra Biru Expeditions' control.

For voluntary cancellations, non-recoverable bank or payment processing fees may be deducted when those fees were disclosed to the traveler.

Pending company confirmation: The treatment of payment processing fees for refunds resulting from a cancellation attributable to Tierra Biru Expeditions must be established in accordance with applicable Peruvian law before this Policy is published.

17. Official Contact Channels

Requests involving this Policy may be submitted through:

Customer Service Email: [email protected]

Other Authorized Channels: The company's official WhatsApp account or the contact number of the assigned travel consultant.

A change, cancellation or refund request will be considered formally registered when there is a written record of its receipt and Tierra Biru Expeditions confirms that the request will be processed.

18. Policy Updates

Tierra Biru Expeditions may update this Policy to reflect changes in its operations, services, suppliers or applicable laws and regulations.

Each booking will remain subject to the terms accepted at the time of confirmation, except when mandatory legal changes apply or when modifications are expressly agreed upon with the traveler.