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Terms and Conditions

1. SCOPE OF OUR SERVICE

Ausangate Guide provides detailed information on the tourist services offered, but does not guarantee immediate availability. Upon making a reservation, the customer will receive an automatic notification with the registered details. Within a maximum of 48 hours, an advisor will contact the customer via email to confirm the availability of the requested service.

It is the passenger’s responsibility to provide their email address and contact number correctly. If confirmation is not received within the indicated timeframe, please contact Ausangate Guide at info@ausangateguide.com or by phone at +51 982 441 178 .

Ausangate Guide acts as an intermediary between tour operators and clients, facilitating the booking process through commercial agreements with various suppliers.

2. PROGRAM AND SERVICE PRICES

  • All rates are expressed in US dollars and Peruvian soles. They include the 18% VAT applicable to residents of Peru (exempt for foreign tourists).
  • Rates do not apply on holidays, public holidays or long weekends, unless expressly stated.
  • Groups of more than 10 people can access discounts upon prior consultation with our reservations department ( info@ausangateguide.com ).
  • Transportation rates are subject to change and availability, confirmed on the day of booking and sent via email by our advisors.

3. RESERVATIONS, PAYMENTS AND DEPOSITS

  • The reservation is confirmed only after receiving payment or a security deposit.
  • The confirmation will be sent by email with the corresponding code.
  • Payments can be made through our online system or via authorized bank accounts.

4. TOUR PACKAGE RESERVATIONS / TOURS

  • The confirmation will be sent by email with the code for each service contracted.
  • The passenger must identify themselves with a passport or valid document and pay any outstanding balance in cash to the tour operator at the destination.
  • It is the passenger’s responsibility to inform the company in advance of their arrival and departure details.
  • Tickets are personal, non-transferable, non-endorsable and non-refundable.
  • Tours are subject to weather conditions; in case of interference, the policies of the contracted service will apply (no refund).
  • The customer has 48 hours after receiving confirmation to make comments. After that period, acceptance is assumed.
  • Failure to make payments entitles the company to cancel the reservation without refund.

5. CANCELLATIONS

CANCELLATION LESS THAN 20 DAYS IN ADVANCE

Operating expenses and ticketing and trains

  • If a cancellation request is received less than 45 days before your trip, it will be subject to an operational expense penalty of US$45.00 per person. 
  • Entry fees to Wayna Picchu, Machu Picchu Mountain, and Machu Picchu are non-refundable; these are policies established by the Ministry of Culture.
  • Train revenues also have an additional penalty of 20% of the original ticket value; these are policies established by INCA RAIL and PERU RAIL.
  • Hotel reservations are subject to the policies of the establishment itself.

LAST MINUTE CANCELLATION – 48 HOURS

  • If a cancellation request is received only 48 hours before your trip, there will be a 30% penalty which covers disbursement processing.

SPECIAL CASE INCA TRAIL

  • In the event of cancellation of only the Inca Trail service, ONCE THE SERVICE IS CONFIRMED, no refund will be granted for this service, given the characteristics of this service.

6. RETURNS

The refund process also depends on third parties (Hotels – Trains – Tickets – Flights)

  • In the case of TRAINS, the procedure must be carried out in the same offices and the supplier companies have a processing time of approximately 20 days for the claim.
  • In the case of Income, only changes are allowed, but if a special situation arises, this process takes approximately 15 days.
  • In the case of Hotels and Flights, we will have to adapt to the policies of each company.
  • Refunds will be issued via the same method used for the original payment.
  • In the case of credit cards and bank transfers, the processing time is 15 days.

7. DATE CHANGES

DATE CHANGE TO 30 DAYS

OPERATING EXPENSES AND TICKET AND TRAIN COSTS

  • If a cancellation request is received 30 days before your trip or 5 days or more after confirmation is sent, it will be subject to an operational penalty of US$0.00 per person. Entrance fees to Wayna Picchu, Machu Picchu Mountain, and Machu Picchu are subject to a US$50.00 penalty and are non-refundable. These are policies established by the Ministry of Culture.
  • Train revenues also have an additional penalty of 10% of the original ticket value; these are policies established by INCA RAIL and PERU RAIL.
  • Date changes at hotels are subject to the policies of the establishment itself.

CHANGE OF DATE IN LESS THAN 30 DAYS

OPERATING EXPENSES AND TICKET AND TRAIN COSTS

  • If a cancellation request is received 30 days before your trip or 5 days or more after confirmation is sent, it will be subject to an operational penalty of US$30.00 per person. Entrance fees to Wayna Picchu, Machu Picchu Mountain, and Machu Picchu are non-refundable; these fees are established by the Ministry of Culture.
  • Train revenues also have an additional penalty of 10% of the original ticket value; these are policies established by INCA RAIL and PERU RAIL.
  • Date changes at hotels are subject to the policies of the establishment itself.

SPECIAL CASE INCA TRAIL

  • In the event of a change of date for the Inca Trail service, you may do so BASED ON AVAILABILITY with a penalty of US$ 120.00 per person.

8. DOCUMENTATION

  • Passengers must carry a valid passport or travel document according to Peruvian regulations.
  • Non-resident foreigners must send a copy of their immigration stamp upon entry into the country for exemption from VAT.
  • Families with children must carry a passport or national identity card. If traveling with only one parent or legal guardian, a notarized authorization is required. Failure to provide the required documentation will result in a 100% penalty.

9. RESPONSIBILITY AND OBLIGATION

  • Ausangate Guide’s liability for services not provided due to negligence is limited to the actual cost of the omitted service.
  • In cases of force majeure, natural disasters, strikes, emergencies or situations beyond our control, there will be no refund.
  • Ausangate Guide is not responsible for losses, damages or injuries related to services provided by third parties (transportation, hotels, local operators, etc.).
  • E-tickets and confirmations will be sent to the email address registered in the booking.
  • The services are intangible; if the passenger does not use them on the scheduled date and time, they will assume the full cost.

10. PAYMENT METHODS

  • Visa, MasterCard, American Express and Diners Club cards are accepted.
  • Deposits in banks in Peru and Western Union or MoneyGram agents abroad.
  • The customer assumes transaction costs for payments from abroad.
  • For card payments in a different currency, the customer assumes any differences due to the exchange rate applied by their bank.
  • For cash payments or transfers in a different currency, the Ausangate Guide exchange rate will apply.
  • For card payments, the company may request a partial copy of the card (first and last 4 digits, cardholder’s name) and identification to prevent fraud. If the cardholder is not traveling, they must send a signed letter authorizing the charge.