Privacy Policy
FULL RESERVATION, CANCELLATION AND PAYMENT POLICIES
LuxeAndes Peru – Detailed Terms and Conditions
Version 2.1 – Effective January 15, 2025
📋 TABLE OF CONTENTS
💳 PAYMENT POLICY
📊 DETAILED PAYMENT STRUCTURE
TYPE OF BOOKING | INITIAL DEPOSIT |
| FINAL PAYMENT | DEADLINE |
Standard Packages (6-10 days) | 50% | 50% | 45 days before | |
Premium Packages (11-14 days) | 50% | 50% | 60 days before | |
Ultra Luxury Packages (15+ days) | 50% | 50% | 45 days before | |
International Extensions | 60% | 40% | 60 days before | |
High Season Travel | 50% | 50% | 60 days before | |
Groups 6-10 people | 50% | 50% | 30 days before | |
Groups 11+ people | 50% | 50% | 30 days before |
🏦 DETAILED PAYMENT METHODS
💼 BANK TRANSFERS (preferred method – no surcharges)
NATIONAL ACCOUNTS (PERU)
┌─────────────────────────────────────────────────────────┐
│ BANCO DE CRÉDITO DEL PERÚ (BCP) │
│ ───────────────────────────────────────────────────────│
│ Company name: My Peru Destinations S.A.C. │
│ RUC: 20123456789 │
│ Soles Account: 194-12345678-0-15 │
│ USD Account: 194-12345678-1-23 │
│ CCI Suns: 00219412345678015 │
│ CCI USD: 00219412345678123 │
│ SWIFT: BCPLPEPL │
└─────────────────────────────────────────────────────────┘
ONLINE PAYMENT
Through the WE TRAVEL app!
PROCESSING TIMES
- Domestic transfers: 24-48 hours
- International transfers: 3-5 business days
- Confirmation required: Sending transfer voucher
- Verification: Maximum 72 hours for confirmation of receipt
📅 DETAILED PAYMENT SCHEDULE
EXAMPLE: $12,000 USD TRIP FOR 2 PEOPLE
┌─────────────────────────────────────────────────────────────────┐
│ PAYMENT SCHEDULE │
│ Booking confirmed: 15/01/2025 │
│ Travel date: 15/06/2025 │
├─────────────────────────────────────────────────────────────────┤
│ DOWN PAYMENT (50%) │
│ ──────────────────────────────────────────────────────────────────
│ Amount: $3,600 USD │
│ Deadline: 17/01/2025 (48 hours) │
│ Status: ✅ PAID – 01/16/2025 │
├─────────────────────────────────────────────────────────────────┤
│ REMINDER 1 │
│ ──────────────────────────────────────────────────────────────────
│ Date: 16/04/2025 (60 days before) │
│ Message: “Remember that you have 30 days for final payment” │
├─────────────────────────────────────────────────────────────────┤
│ REMINDER 2 │
│ ──────────────────────────────────────────────────────────────────
│ Date: 01/05/2025 (45 days before) │
│ Message: “Final payment is due in 15 days – $8,400 USD” │
├─────────────────────────────────────────────────────────────────┤
│ FINAL PAYMENT (50%) │
│ ──────────────────────────────────────────────────────────────────
│ Amount: $8,400 USD │
│ Deadline: 01/05/2025 (45 days before) │
│ Status: ⏳ PENDING │
├─────────────────────────────────────────────────────────────────┤
│ FINAL DOCUMENTS │
│ ──────────────────────────────────────────────────────────────────
│ Delivery: 25/05/2025 (after final payment) │
│ Includes: Vouchers, itinerary, contacts, documentation │
└─────────────────────────────────────────────────────────────────┘
🔄 DETAILED CANCELLATION POLICY
📊 COMPLETE TABLE OF CANCELLATIONS
DAYS BEFORE THE TRIP | REBATE PERCENTAGE | RETENTION | REFUND TIME | EXCEPTIONS |
120+ days | 95% | $500 USD admin | 15-20 business days | Force majeure: 100% |
91-120 days | 85% | 15% operational | 15-20 business days | Medical: 90% |
61-90 days | 70% | 30% bookings | 10-15 business days | Medical: 85% |
31-60 days | 50% | 50% suppliers | 10-15 business days | Medical: 75% |
15-30 days | 25% | 75% non-refundable | 10-15 business days | Medical: 50% |
8-14 days | 10% | 90% non-refundable | 5-10 business days | Medical only |
0-7 days | 0% | 100% total loss | Not applicable | Emergency only |
📋 BREAKDOWN OF NON-REIMBURSABLE EXPENSES BY PERIOD
MORE THAN 90 DAYS BEFORE
┌─────────────────────────────────────────────────────────┐
│ ADMINISTRATIVE EXPENSES │
│ ═══════════════════════════════════════════════════════ │
│ • Reservation Processing: $200 USD │
│ • International communications: $50 USD │
│ • Custom Itinerary Design: $150 USD │
│ • Supplier Management: $100 USD │
│ ───────────────────────────────────────────────────────│
│ TOTAL MINIMUM WITHHOLDING: $500 USD │
└─────────────────────────────────────────────────────────┘
61-90 DAYS BEFORE
┌─────────────────────────────────────────────────────────┐
│ OPERATING EXPENSES (15%) │
│ ═══════════════════════════════════════════════════════ │
│ • Pre-confirmed hotel reservations │
│ • Deposits to specialized guides │
│ • Exclusive restaurant reservations │
│ • Coordination with local communities │
│ • Special permits (Machu Picchu, etc.) │
│ • Private transportation booked │
└─────────────────────────────────────────────────────────┘
31-60 DAYS BEFORE
┌─────────────────────────────────────────────────────────┐
│ EXPENSES WITH SUPPLIERS (30%) │
│ ═══════════════════════════════════════════════════════ │
│ • Hotels: “No Show” Policy – 100% charge │
│ • Domestic flights: Restricted changes │
│ • Train to Machu Picchu: Non-refundable │
│ • Specialized guides: Cancellation 50% │
│ • Exclusive Activities: Lost Deposits │
│ • Transportation: Penalty 30-50% │
│ • Restaurants: Non-refundable deposits │
└─────────────────────────────────────────────────────────┘
15-30 DAYS BEFORE
┌─────────────────────────────────────────────────────────┐
│ NON-REFUNDABLE BOOKINGS (75%) │
│ ═══════════════════════════════════════════════════════ │
│ • Hotels: 100% non-refundable │
│ • Flights: Non-refundable tickets │
│ • Permits: Government does not refund │
│ • Staff: Guides, drivers already assigned │
│ • Activities: All pre-paid │
│ • Insurance: Premiums already paid │
│ Refundable only: Some transportation and services │
└─────────────────────────────────────────────────────────┘
🏥 CANCELLATIONS DUE TO MEDICAL EMERGENCY
REQUIRED DOCUMENTATION
MANDATORY MEDICAL CERTIFICATE
┌─────────────────────────────────────────────────────────┐
│ CERTIFICATE REQUIREMENTS │
│ ═══════════════════════════════════════════════════════ │
✅ │ Issued by a registered doctor (valid license) │
✅ │ On official letterhead │
✅ │ Specific and detailed diagnosis │
✅ │ Date of diagnosis and treatment │
✅ │ Medical indication of “unfit for travel” │
✅ │ Estimated duration of disability │
✅ │ Doctor’s signature and seal │
✅ │ Official translation (if not in Spanish/English) │
✅ │ Apostille (for international documents) │
└─────────────────────────────────────────────────────────┘
ACCEPTED MEDICAL CONDITIONS
- ✅ Hospitalization of more than 3 days
- ✅ Emergency Scheduled Surgeries
- ✅ Serious illnesses diagnosed
- ✅ Injuries that prevent travel
- ✅ High-risk pregnancy
- ✅ Urgent medical treatments
- ❌ Known pre-existing conditions
- ❌ Elective aesthetic treatments
- ❌ Minor conditions (colds, etc.)
MEDICAL CANCELLATION PROCESS
┌─────────────────────────────────────────────────────────┐
│ MEDICAL CANCELLATION SCHEDULE │
│ ═══════════════════════════════════════════════════════ │
│ │
│ DAY 0: Medical diagnosis │
│ ↓ │
│ DAY 1-3: Obtaining a medical certificate │
│ ↓ │
│ DAY 3: Notification to LuxeAndes Peru │
│ ↓ │
│ DAY 4-5: Submission of documentation │
│ ↓ │
│ DAY 6-10: Medical and Legal Review │
│ ↓ │
│ DAY 11-15: Refund Calculation │
│ ↓ │
│ DAY 16-30: Refund Processing │
│ │
⚠️ │ IMPORTANT: Notification after the 7th │
│ You can reduce the refund percentage │
└─────────────────────────────────────────────────────────┘
CANCELLATIONS DUE TO DEATH
DIRECT FAMILY COVERED
- ✅ Spouse or registered partner
- ✅ Parents (biological, adoptive, in-laws)
- ✅ Children (biological, adopted, stepchildren)
- ✅ Siblings (biological, adoptive)
- ✅ Grandparents (only if they are dependents)
- ❌ Uncles, cousins, close friends
REQUIRED DOCUMENTATION
┌─────────────────────────────────────────────────────────┐
│ DEATH DOCUMENTS │
│ ═══════════════════════════════════════════════════════ │
📄 │ Official death certificate │
📄 │ Document proving kinship │
📄 │ Identification of the affected traveler │
📄 │ Official translation (if applicable) │
📄 │ Apostille for foreign documents │
│ │
⏰ │ TIME LIMIT: 15 days from death │
💰 │ REIMBURSEMENT: 85% less sunk expenses │
└─────────────────────────────────────────────────────────┘
✏️ CHANGES AND MODIFICATIONS POLICY
📅 DETAILED DATE CHANGES
TABLE OF COSTS FOR CHANGE OF DATES
DEADLINE BEFORE TRAVEL | FIRST CHANGE | ADDITIONAL CHANGES | LIMITATIONS | TARIFF DIFFERENCES |
90+ days | FREE | $200 USD | No | Customer pays differences |
61-89 days | $300 USD | $500 USD | Same calendar year | Customer pays differences |
31-60 days | $750 USD | $1,200 USD | Next 6 months | Customer pays 100% differences |
15-30 days | $1,500 USD | $2,500 USD | Next 3 months | Customer pays 120% differences |
8-14 days | $3,000 USD | Not allowed | Emergencies only | Customer pays 150% differences |
0-7 days | NOT ALLOWED | Not allowed | Force majeure only | Not applicable |
SPECIAL CONSIDERATIONS FOR CHANGES
SEASONS AND AVAILABILITY
┌─────────────────────────────────────────────────────────┐
│ TRAVEL SEASONS │
│ ═══════════════════════════════════════════════════════ │
│ │
🔴 │ HIGH SEASON (May – September) │
│ • Limited availability │
│ • Supplement: +25% on base rate │
│ • Reservations 90+ days in advance │
│ │
🟡 │ MID SEASON (April, October) │
│ • Good availability │
│ • Standard Rate │
│ • Reservations 60+ days in advance │
│ │
🟢 │ LOW SEASON (November – March) │
│ • Excellent availability │
│ • Discount: -15% on base rate │
│ • Reservations 30+ days in advance │
│ │
│ ⚪ SPECIAL HOLIDAYS │
│ • Inti Raymi (24 Jun): +50% supplement │
│ • New Year’s Eve: +30% supplement │
│ • Easter: +20% supplement │
└─────────────────────────────────────────────────────────┘
🏨 MODIFICATIONS OF SERVICES
HOSTING UPGRADES
UPGRADE TYPE | UP TO 60 DAYS | 30-59 DAYS | 15-29 DAYS | LESS 15 DAYS |
Superior Room | Difference + $100 | Difference + $200 | Difference + $400 | Subject to availability |
Suite Junior | Difference + $150 | Difference + $300 | Difference + $600 | Subject to availability |
Suite Master | Difference + $250 | Difference + $500 | Difference + $1,000 | Unavailable |
Villa/Penthouse | Difference + $500 | Difference + $1,000 | Difference + $2,000 | Unavailable |
ITINERARY CHANGES
MINOR MODIFICATIONS (Same destination, different activity)
┌─────────────────────────────────────────────────────────┐
│ MINOR MODIFICATIONS │
│ ═══════════════════════════════════════════════════════ │
│ │
│ Examples: │
│ • Change museum for art gallery │
│ • Modify lunch restaurant │
│ • Change Activity Time │
│ • Adjust tour duration │
│ │
│ Cost: $75 USD per modification │
│ Limit: 3 modifications at no additional cost │
│ Timeframe: Up to 7 days before travel │
└─────────────────────────────────────────────────────────┘
MAJOR MODIFICATIONS (Change of city or main activity)
┌─────────────────────────────────────────────────────────┐
│ MAJOR MODIFICATIONS │
│ ═══════════════════════════════════════════════════════ │
│ │
│ Examples: │
│ • Add/remove city from itinerary │
│ • Change from lodge to hotel in Amazonas │
│ • Modify total trip duration │
│ • Change type of transport (train for flight) │
│ │
│ Process: Full requote required │
│ Admin cost: $300 USD + fare differences │
│ Deadline: Up to 30 days before travel │
│ Approval: Subject to full availability │
└─────────────────────────────────────────────────────────┘
ADDITIONAL SERVICES
EXTRA TOURS AND EXPERIENCES
TYPE OF SERVICE | ADMIN SURCHARGE | AVAILABILITY | CANCELLATION |
Cultural Tours | 15% on list price | Up to 7 days before | 48h before |
Gastronomic experiences | 20% on list price | Up to 5 days before | 24 hours before |
Adventure Activities | 25% on list price | Up to 10 days in advance | 72h before |
Special transport | Specific quote | Up to 15 days in advance | 5 days before |
Spa and wellness | 10% on list price | Up to 3 days before | 24 hours before |
🚨 DETAILED SPECIAL CIRCUMSTANCES
🌪️ FORCE MAJEURE
EVENTS COVERED BY FORCE MAJEURE
NATURAL DISASTERS
┌─────────────────────────────────────────────────────────┐
│ NATURAL DISASTERS │
│ ═══════════════════════════════════════════════════════ │
│ │
✅ │ EARTHQUAKES (magnitude 6.0+) │
│ • Cashback: 100% │
│ • Alternative: 110% credit valid for 36 months │
│ │
✅ │ TSUNAMIS │
│ • Cashback: 100% │
│ • Alternative: 110% credit valid for 36 months │
│ │
✅ │ VOLCANIC ERUPTIONS │
│ • Cashback: 100% │
│ • Alternative: Free rescheduling │
│ │
✅ │ SEVERE FLOODING │
│ • Case-by-case evaluation │
│ • Minimum cashback: 85% │
│ │
✅ │ HUAYCOS/LANDSLIDES │
│ • If it affects access to main destinations │
│ • Free rescheduling preferred │
└─────────────────────────────────────────────────────────┘
POLITICAL/SOCIAL SITUATIONS
┌─────────────────────────────────────────────────────────┐
│ POLITICAL/SOCIAL SITUATIONS │
│ ═══════════════════════════════════════════════════════ │
│ │
✅ │ STATE OF NATIONAL EMERGENCY │
│ • Cashback: 80% │
│ • No penalties │
│ │
✅ │ BORDER CLOSURES │
│ • Cashback: 80% │
│ • Credit valid until normalization │
│ │
✅ │ GENERAL STRIKES (48+ hours) │
│ • Free rescheduling │
│ • Cashback: 70% │
│ │
✅ │ ARMED CONFLICTS │
│ • Cashback: 80% │
│ • Assisted evacuation if they are already at destination │
│ │
⚠️ │ LOCAL PROTESTS │
│ • Case-by-case evaluation │
│ • Itinerary alternatives when possible │
└─────────────────────────────────────────────────────────┘
🦠 PANDEMICS AND HEALTH EMERGENCIES
COVID-19 POLICY AND FUTURE PANDEMICS
GOVERNMENT RESTRICTIONS
┌─────────────────────────────────────────────────────────┐
│ GOVERNMENT RESTRICTIONS │
│ ═══════════════════════════════════════════════════════ │
│ │
🔴 │ TOTAL CLOSURE OF BORDERS │
│ • Credit: 100% valid for 48 months │
│ • Cashback: 80% (if requested) │
│ • Transferable: Yes, to immediate family members │
│ │
🟡 │ MANDATORY QUARANTINE (10+ days) │
│ • Rescheduling: Free and unlimited │
│ • Credit: 100% valid for 36 months │
│ • Cashback: 80% │
│ │
🟢 │ MINOR RESTRICTIONS │
│ • Free itinerary adjustment │
│ • Additional protocols included │
│ • No penalties for changes │
└─────────────────────────────────────────────────────────┘
TRAVELER’S DISEASE
- COVID-19 Confirmed: Free Rescheduling + 80% Refund
- Preventive quarantine: 100% credit valid for 24 months
- Pre-Travel Symptoms: Medical Evaluation Required
- Quarantined Family Members: Family Emergency Policy
✈️ TRANSPORTATION ISSUES
CANCELLED OR DELAYED FLIGHTS
┌─────────────────────────────────────────────────────────┐
│ FLIGHT PROBLEMS │
│ ═══════════════════════════════════════════════════════ │
│ │
✈️ │ CANCELLATION BY AIRLINE │
│ • LuxeAndes manages new flights │
│ • No additional cost to the customer │
│ • Itinerary adjustment included │
│ │
⏰ │ DELAY GREATER THAN 6 HOURS │
│ • Automatic itinerary adjustment │
│ • Proportional compensation for missed services │
│ • Additional accommodation if needed │
│ │
🌫️ │ CLIMATE PROBLEMS │
│ • Automatic reprogramming │
│ • Alternative activities included │
│ • No penalties for the customer │
│ │
🔧 │ TECHNICAL ISSUES │
│ • Full management by LuxeAndes │
│ • Alternative flights or routes │
│ • Compensation for inconveniences │
└─────────────────────────────────────────────────────────┘
🛡️ INSURANCE AND COMPREHENSIVE PROTECTION
📋 MANDATORY TRAVEL INSURANCE
MINIMUM COVERAGE REQUIRED
┌─────────────────────────────────────────────────────────┐
│ MANDATORY COVERAGE │
│ ═══════════════════════════════════════════════════════ │
│ │
🏥 │ MEDICAL EXPENSES │
│ • Minimum: $100,000 USD │
│ • Recommended: $250,000 USD │
│ • Includes: Consultations, hospitalization, medicines │
│ │
🚁 │ MEDICAL EVACUATION │
│ • Minimum: $500,000 USD │
│ • Includes: Transportation to an appropriate medical facility │
│ • Repatriation to country of origin if necessary │
│ │
✈️ │ TRIP CANCELLATION │
│ • Minimum: 100% of the value of the trip │
│ • Covered causes: Medical, death, work │
│ • Documentation: According to specific cause │
│ │
🎒 │ LUGGAGE AND BELONGINGS │
│ • Minimum: $5,000 USD │
│ • Includes: Loss, theft, damage to luggage │
│ • Documents: Passport/Visa Replacement │
│ │
⏰ │ TRAVEL DELAYS │
│ • Minimum: $2,000 USD │
│ • Includes: Accommodation, meals, transportation │
│ • Applicable: Delays 6+ hours for covered causes │
└─────────────────────────────────────────────────────────┘
RECOMMENDED COMPANIES
COMPANY | GUY | MEDICAL COVERAGE | PREMIUM APPROX. | QUALIFICATION |
World Nomads | Complete | $250,000 USD | $150-300 USD | ⭐⭐⭐⭐⭐ |
Allianz Travel | Premium | $500,000 USD | $200-400 USD | ⭐⭐⭐⭐⭐ |
IMG Global | Specialized | $1,000,000 USD | $300-500 USD | ⭐⭐⭐⭐⭐ |
Travel Guard | Standard | $150,000 USD | $120-250 USD | ⭐⭐⭐⭐ |
Assist Card | Regional | $100,000 USD | $80-180 USD | ⭐⭐⭐⭐ |
💎 LUXEANDES PERU WARRANTY
100% SATISFACTION GUARANTEE
┌─────────────────────────────────────────────────────────┐
│ SATISFACTION GUARANTEE │
│ ═══════════════════════════════════════════════════════ │
│ │
✅ │ GUARANTEED SERVICES │
│ • Confirmed hotels according to contracted category │
│ • Specialized and bilingual guides │
│ • Private transportation in excellent condition │
│ • Activities according to confirmed itinerary │
│ │
🔄 │ TROUBLESHOOTING │
│ • Answer: Maximum 2 hours during the trip │
│ • Solutions: Immediate alternatives available │
│ • Compensation: For services not rendered │
│ • Escalation: Direct contact with management │
│ │
💰 │ FAULT COMPENSATION │
│ • Service not provided: 100% refund │
│ • Inferior quality: Offset 25-50% │
│ • Attributable delays: Proportional credit │
│ • Serious breach: Refund + compensation │
│ │
📞 │ 24/7 SUPPORT │
│ • WhatsApp: +51 984 567 890 │
│ • Phone: +51 84 123 4567 │
│ • Email: emergencias@luxandesperu.com │
│ • Answer: Maximum 30 minutes │
└─────────────────────────────────────────────────────────┘
TERMS BY TRIP TYPE
💑 HONEYMOON TRIPS
SPECIAL HONEYMOON POLICIES
┌─────────────────────────────────────────────────────────┐
│ HONEYMOON POLICIES │
│ ═══════════════════════════════════════════════════════ │
│ │
💒 │ CANCELLATION BY EVENT │
│ • Wedding cancellation: 80% refund │
│ • Documentation: Letter from the Organizer/Church │
│ • Deadline: Up to 30 days before travel │
│ • Alternative: 110% credit valid for 24 months │
│ │
📅 │ DATE CHANGES │
│ • First exchange: FREE (up to 60 days before) │
│ • Additional changes: 50% discount on rates │
│ • Flexibility: Up to 18 months to reschedule │
│ │
🎁 │ BENEFITS INCLUDED │
│ • Automatic room upgrade │
│ • Private romantic dinner included │
│ • Special decoration in room │
│ • Professional photography (2 hour session) │
│ • Couples massage included │
│ • Champagne and welcome amenities │
│ │
💍 │ MARRIAGE PROPOSAL │
│ • Full coordination included │
│ • Exclusive locations available │
│ • Professional photographer guaranteed │
│ • Plan B for weather conditions │
└─────────────────────────────────────────────────────────┘
👨 👩 👧 👦 FAMILY TRIPS
POLICIES FOR FAMILIES WITH CHILDREN
┌─────────────────────────────────────────────────────────┐
│ FAMILY POLICIES │
│ ═══════════════════════════════════════════════════════ │
│ │
👶 │ UNDER 2 YEARS │
│ • No tour fee (only services used) │
│ • Flight seat: Parental responsibility │
│ • Cot in hotels: Included at no cost │
│ • Special meals: Coordination included │
│ │
🧒 │ CHILDREN 2-11 YEARS │
│ • Discount: 50% on tours and activities │
│ • Room: Must be shared with adults │
│ • Special Activities: Age-Appropriate │
│ • Children’s menus: Available in restaurants │
│ │
👦 │ TEENAGERS 12-17 YEARS OLD │
│ • Discount: 25% on tours and activities │
│ • Room: You can have a separate room │
│ • Activities: Participation in regular tours │
│ • Supervision: Required by adults │
│ │
🏥 │ CANCELLATION DUE TO CHILDHOOD ILLNESS │
│ • Pediatric certificate required │
│ • Refund: 85% up to 15 days before │
│ • Covered illnesses: Preventing travel │
│ • Hospitalization: 95% reimbursement │
👥 GROUP TRIPS
SMALL GROUPS (6-10 PEOPLE)
┌─────────────────────────────────────────────────────────┐
│ SMALL GROUPS (6-10) │
│ ═══════════════════════════════════════════════════════ │
│ │
💰 │ PAYMENT STRUCTURE │
│ • Initial deposit: 40% of the total │
│ • Interim payment: 25% (60 days before) │
│ • Final payment: 35% (30 days before) │
│ │
📉 │ REDUCTION OF PARTICIPANTS │
│ • Up to 90 days in advance: Automatic requote │
│ • 60-89 days: Supplement 15% per person remaining │
│ • 30-59 days: Supplement 25% per person remaining │
│ • Less than 30 days: Supplement 40% per person │
│ │
🎯 │ GROUP BENEFITS │
│ • Discount: 5% on individual rate │
│ • Exclusive guide included │
│ • Guaranteed private transportation │
│ • Special Group Activities │
│ • Designated Group Coordinator │
└─────────────────────────────────────────────────────────┘
LARGE GROUPS (11+ PEOPLE)
┌─────────────────────────────────────────────────────────┐
│ LARGE GROUPS (11+) │
│ ═══════════════════════════════════════════════════════ │
│ │
💰 │ PAYMENT STRUCTURE │
│ • Initial deposit: 40% of the total │
│ • Interim payment: 35% (75 days before) │
│ • Final payment: 25% (30 days before) │
│ │
🎫 │ GROUP BOOKING │
│ • List of names: 60 days before │
│ • Passports: 45 days in advance │
│ • Dietary restrictions: 30 days in advance │
│ • Final rooming list: 15 days before │
│ │
📊 │ DISCOUNT SCALES │
│ • 11-15 people: 6% discount │
│ • 16-20 people: 7% discount │
│ • 21-30 people: 9% discount │
│ • 31+ people: 11% discount │
│ │
👨 💼 │ SERVICES INCLUDED │
│ • Dedicated Group Coordinator │
│ • Multiple guides (ratio 1:8 people) │
│ • Multi-vehicle transportation │
│ • Exclusive group activities │
│ • Meeting room in hotels │
│ • Welcome dinner included │
└─────────────────────────────────────────────────────────┘
📞 PROCEDURES AND CONTACTS
📧 OFFICIAL COMMUNICATION CHANNELS
CONTACTS BY DEPARTMENT
┌─────────────────────────────────────────────────────────┐
│ OFFICIAL CONTACTS │
│ ═══════════════════════════════════════════════════════ │
│ │
📋 │ RESERVATIONS AND SALES │
│ Email: info@luxandesperu.com │
│ WhatsApp: +51 921 334 922 │
│ Phone: +51 921 334 922 │
│ Opening hours: Mon-Fri 8:00-20:00, Sat 9:00-17:00 │
│ │
🔄 │ CHANGES AND CANCELLATIONS │
│ Email: supoort@luxandesperu.com │
│ WhatsApp: +51 921 334 922 │
│ Phone: +51 921 334 922 │
│ Hours: Mon-Fri 8:00-18:00 │
│ │
🚨 │ 24/7 EMERGENCIES │
│ Email: emergency@luxandesperu.com │
│ WhatsApp: +51 921 334 922 │
│ Phone: +51 921 334 922 │
│ Hours: Available 24/7/365 │
│ │
⚖️ │ LEGAL AND CLAIMS │
│ Email: legal@luxandesperu.com │
│ Phone: +51 921 334 922 │
│ Hours: Mon-Fri 9:00-17:00 │
│ Answer: Maximum 72 business hours │
└─────────────────────────────────────────────────────────┘
⏰ GUARANTEED RESPONSE TIMES
TYPE OF INQUIRY | CHANNEL | RESPONSE TIME | AVAILABILITY |
Emergency while traveling | WhatsApp/Phone | 15 minutes | 24/7 |
Urgent cancellation | Email/WhatsApp | 2 hours | Business hours |
Last-minute change | WhatsApp/Phone | 1 hour | Business hours |
General Inquiry | 24 hours | Business hours | |
Formal complaint | Legal email | 72 hours | Business hours |
Request for refund | 5 business days | Business hours |
📋 DETAILED CLAIMS PROCESS
DURING THE TRIP
┌─────────────────────────────────────────────────────────┐
│ TRAVEL CLAIMS PROCESS │
│ ═══════════════════════════════════════════════════════ │
│ │
│ STEP 1: IMMEDIATE CONTACT │
│ ───────────────────────────────────────────────────────│
│ • WhatsApp: +51 984 567 892 │
│ • Describe the problem in detail │
│ • Send photos/videos if relevant │
│ • Provide reservation number │
│ │
│ STEP 2: EVALUATION AND RESPONSE │
│ ───────────────────────────────────────────────────────│
│ • Answer: Maximum 30 minutes │
│ • Immediate solution proposed │
│ • Coordination with local suppliers │
│ • Alternative plan if necessary │
│ │
│ STEP 3: IMPLEMENTATION │
│ ───────────────────────────────────────────────────────│
│ • Execution of agreed solution │
│ • Continuous monitoring │
│ • Incident documentation │
│ • Customer satisfaction confirmation │
│ │
│ STEP 4: COMPENSATION (if applicable) │
│ ───────────────────────────────────────────────────────│
│ • Immediate credit for additional services │
│ • Partial refund processed post-trip │
│ • Upgrade of services at no cost │
│ • Compensatory trip extension │
└─────────────────────────────────────────────────────────┘
POST-TRIP
┌─────────────────────────────────────────────────────────┐
│ POST-TRIP CLAIMS PROCESS │
│ ═══════════════════════════════════════════════════════ │
│ │
│ DEADLINE FOR CLAIMS: 30 calendar days │
│ │
│ REQUIRED DOCUMENTATION: │
│ • Completed claim form │
│ • Photo/Video Evidence │
│ • Receipts for expenses incurred │
│ • Testimonials from other travelers (if applicable) │
│ │
│ EVALUATION PROCESS: │
│ • Day 1-3: Reception and acknowledgement of receipt │
│ • Day 4-10: Research with suppliers │
│ • Day 11-15: Motion for a resolution │
│ • Day 16-20: Negotiation if necessary │
│ • Day 21-30: Final Resolution and Compensation │
│ │
│ TYPES OF COMPENSATION: │
│ • Partial refund (10-50% depending on severity) │
│ • Future travel credit with 20% bonus │
│ • Additional complementary experience │
│ • Combination of the above │
└─────────────────────────────────────────────────────────┘
⚖️ LEGAL TERMS AND JURISDICTION
🏛️ JURISDICTION AND GOVERNING LAW
┌─────────────────────────────────────────────────────────┐
│ LEGAL JURISDICTION │
│ ═══════════════════════════════════════════════════════ │
│ │
│ APPLICABLE LAW │
│ • Peruvian law for all contracts │
│ • Civil and Commercial Code of Peru │
│ • Consumer Protection Law │
│ • Regulations of the Ministry of Tourism │
│ │
🏛️ │ JURISDICTION │
│ • Courts of Cusco, Peru (first instance) │
│ • Commercial Arbitrage (for amounts >$25,000 USD) │
│ • Lima Arbitration Center │
│ • Language: Spanish (translation if needed) │
│ │
🌍 │ INTERNATIONAL CLIENTS │
│ • Applicable Hague Convention │
│ • International arbitration available │
│ • Metering in Lima or the customer’s country │
│ • Cost-sharing according to resolution │
└─────────────────────────────────────────────────────────┘
📜 LIMITATIONS OF LIABILITY
┌─────────────────────────────────────────────────────────┐
│ LIMITATIONS OF LIABILITY │
│ ═══════════════════════════════════════════════════════ │
│ │
💰 │ MAXIMUM LIMIT OF LIABILITY │
│ • Maximum: 100% of the total value of the package │
│ • Not included: Consequential damages │
│ • Not included: Loss of income or time │
│ • Not included: Medical expenses (covered by insurance) │
│ │
❌ │ SPECIFIC EXCLUSIONS │
│ • Acts of terrorism or war │
│ • Natural disasters (force majeure) │
│ • Third-party failures (airlines, hotels) │
│ • Inappropriate customer behavior │
│ • Violation of local laws by the customer │
│ • Undeclared pre-existing medical conditions │
│ │
🛡️ │ LUXEANDES PROTECTION │
│ • Liability Insurance: $2,000,000 USD │
│ • Current licenses and permits │
│ • Guarantee of deposited funds │
│ • Member of tourism associations │
└─────────────────────────────────────────────────────────┘
📅 VALIDITY AND UPDATES
┌─────────────────────────────────────────────────────────┐
│ POLICY VALIDITY │
│ ═══════════════════════════════════════════════════════ │
│ │
📋 │ CURRENT VERSION │
│ • Version: 2.1 │
│ • Effective Date: January 15, 2025 │
│ • Next Review: July 15, 2026 │
│ │
🔄 │ CHANGES AND NOTIFICATIONS │
│ • Notification: 30 days before changes │
│ • Method: Email to customers with reservations │
│ • Validity: Changes do not affect existing bookings │
│ • Acceptance: New bookings under new terms │
│ │
📧 │ COMMUNICATION OF CHANGES │
│ • Email: legal@luxandesperu.com │
│ • Web: www.luxandesperu.com/politicas │
│ • Physical: Main office in Cusco │
│ │
✅ │ ACCEPTANCE │
│ • Booking = Automatic acceptance of terms │
│ • Subsequent changes require express acceptance │
│ • Copies available in Spanish and English │
└─────────────────────────────────────────────────────────┘
LUXEANDES PERU S.A.C.
RUC: 20123456789
Phone: +51 921 334 922
Email: info@luxandesperu.com
© 2025 LuxeAndes Peru. All rights reserved.
Last updated: January 15, 2025