Cancellation and Refund Policy
At Ayllu Experiences, we understand that travel plans may change. This Cancellation and Refund Policy establishes the conditions applicable to cancellations, modifications, no-shows, refunds, and other circumstances that may affect a confirmed reservation.
By making a reservation with Ayllu Experiences, the customer acknowledges and accepts this Policy, together with our Terms and Conditions, Reservation Policy, Advance Payment Policy, and Personal Data Protection Policy.
1. Scope of This Policy
This Policy applies to tours, excursions, transportation services, accommodation, activities, travel packages, and other services booked through Ayllu Experiences.
The cancellation and refund conditions may vary depending on the type of service, travel date, supplier conditions, and specific terms communicated to the customer before confirmation.
Where specific cancellation conditions have been communicated and accepted for a particular service, those conditions will apply to the corresponding reservation.
2. Customer Cancellation Requests
Customers who wish to cancel a reservation must notify Ayllu Experiences through an authorized communication channel.
Cancellation requests should include the customer’s name, reservation details, travel date, and any other information necessary to identify the booking.
The cancellation will be considered effective once Ayllu Experiences has received and acknowledged the cancellation request.
The date and time on which the cancellation request is received may be used to determine the applicable cancellation conditions.
3. Cancellation Deadlines
Cancellation deadlines may vary depending on the service booked.
Some services may allow cancellation within a specified period before the scheduled travel date, while others may be subject to stricter or non-refundable conditions.
The applicable cancellation deadline will be communicated to the customer when required or will be determined according to the specific conditions of the contracted service.
Customers are responsible for submitting cancellation requests before the applicable deadline.
4. Refund Eligibility
Eligibility for a refund depends on the applicable cancellation conditions, the date of cancellation, the amount already paid, and the policies imposed by third-party suppliers.
Ayllu Experiences will determine the refundable amount based on the specific circumstances of the reservation.
An advance payment or deposit does not automatically guarantee a full refund.
5. Non-Refundable Services
Certain services or components may be non-refundable due to supplier policies or the nature of the service.
These may include, where applicable:
- Entrance tickets and permits.
- Transportation tickets.
- Accommodation deposits or non-refundable rates.
- Special events or activities.
- Services purchased under promotional or restricted conditions.
- Payments already made to suppliers that cannot be recovered.
Customers will be informed of applicable non-refundable conditions whenever reasonably possible before completing the reservation.
6. Partial Refunds
When a reservation qualifies for a partial refund, Ayllu Experiences will calculate the refundable amount after taking into consideration applicable cancellation fees, supplier charges, non-refundable services, administrative costs where applicable, and amounts already paid.
The customer will not be charged for costs that have not been incurred or cannot reasonably be attributed to the cancellation, subject to the specific conditions of the reservation and applicable law.
7. Cancellations Made Shortly Before the Trip
Cancellations made close to the scheduled travel date may result in higher cancellation charges or no refund, particularly when Ayllu Experiences or its suppliers have already committed funds or resources to operate the service.
The closer the cancellation is to the travel date, the greater the possibility that some or all components may be non-refundable.
The applicable conditions will depend on the specific service booked.
8. No-Show
A customer may be considered a no-show when they fail to attend a confirmed service, fail to arrive at the designated meeting point within the required time, or otherwise fail to use the service without providing sufficient prior notice.
No-shows are generally non-refundable unless otherwise expressly stated in the applicable booking conditions.
Ayllu Experiences is not required to reimburse services that could not be provided because the customer failed to appear or was unavailable at the required time.
9. Late Arrival
Arriving late may result in the customer missing part or all of the contracted service.
If the customer arrives after the departure or scheduled meeting time, Ayllu Experiences will make reasonable efforts to assist when operationally possible, but an alternative service or refund cannot be guaranteed.
Any additional transportation or other costs resulting from the customer’s late arrival may be the customer’s responsibility.
10. Changes Instead of Cancellation
Customers may request to modify a reservation instead of cancelling it, including changes to the travel date, number of participants, itinerary, accommodation, or other services.
Changes are subject to availability and may result in additional charges or supplier fees.
A change is not considered confirmed until Ayllu Experiences has communicated its acceptance through an authorized channel.
Where a requested modification is not possible, the original cancellation conditions may apply.
11. Cancellation by Ayllu Experiences
Ayllu Experiences may cancel, suspend, or substantially modify a service when necessary due to operational, safety, legal, weather-related, supplier-related, or other circumstances beyond our reasonable control.
When Ayllu Experiences cancels a service for reasons attributable to Ayllu Experiences and not caused by the customer’s actions, we will make reasonable efforts to offer an appropriate alternative or refund, subject to the specific circumstances and applicable law.
The available remedy may depend on whether the affected service can be rescheduled, replaced, or recovered from third-party suppliers.
12. Weather and Safety Conditions
Certain travel experiences are dependent on weather and environmental conditions.
When weather conditions create a reasonable safety concern, Ayllu Experiences, its guides, drivers, or suppliers may modify, postpone, shorten, or cancel an activity.
Safety decisions made by qualified personnel will be respected and may affect the availability of refunds or alternative services depending on the circumstances and supplier conditions.
13. Force Majeure
Ayllu Experiences shall not be responsible for cancellations, interruptions, delays, or modifications resulting from circumstances beyond our reasonable control.
These circumstances may include natural disasters, earthquakes, landslides, severe weather, strikes, demonstrations, road closures, governmental restrictions, public emergencies, security situations, transportation disruptions, or other extraordinary events.
In such circumstances, Ayllu Experiences will make reasonable efforts to assist the customer and, where possible, seek alternatives, rescheduling, credits, or refunds according to the conditions imposed by the relevant suppliers.
Refunds cannot be guaranteed when third-party suppliers retain payments due to force majeure or other extraordinary circumstances.
14. Supplier Cancellations
Some services are operated by independent third-party suppliers.
If a supplier cancels or substantially changes a service, Ayllu Experiences will make reasonable efforts to notify the customer and provide available alternatives.
Any refund will be subject to the amount actually recoverable from the relevant supplier, unless otherwise required by applicable law.
15. Refund Processing
When a refund has been approved, Ayllu Experiences will initiate the refund using the original payment method whenever reasonably possible.
The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, credit card company, or other financial institution.
Ayllu Experiences cannot control processing times imposed by external financial institutions.
16. Currency and Exchange Rate Differences
Refunds will generally be processed in the currency in which the original payment was received or according to the applicable payment arrangement.
If the customer paid using a different currency, the amount ultimately received may differ due to exchange-rate fluctuations, bank charges, payment processor fees, or other financial costs outside Ayllu Experiences’ control.
Ayllu Experiences will not be responsible for losses resulting solely from currency conversion or exchange-rate fluctuations.
17. Refunds to Third Parties
Refunds will generally be issued to the person who made the original payment or to the original payment method.
If a third party paid for the reservation, Ayllu Experiences may require authorization or additional information before processing a refund.
This measure is intended to protect customers against unauthorized or fraudulent refund requests.
18. Administrative and Third-Party Charges
Where permitted by applicable law and where clearly communicated or incurred as part of the reservation, certain administrative, transaction, or third-party charges may be deducted from an eligible refund.
Such charges may include non-recoverable payment processing fees, supplier cancellation fees, or other costs directly associated with the cancelled service.
19. Travel Insurance
Ayllu Experiences strongly recommends that customers consider purchasing appropriate travel insurance before their trip.
Travel insurance may provide protection for circumstances such as illness, medical emergencies, trip interruption, lost baggage, flight disruption, or other situations that may not qualify for a refund under the conditions of the reservation.
Customers are responsible for reviewing the coverage, exclusions, and requirements of their chosen insurance provider.
20. Refund Claims and Supporting Information
Ayllu Experiences may request reasonable documentation when necessary to evaluate a refund request, particularly in cases involving exceptional circumstances, medical emergencies, force majeure, or disputes regarding the provision of a service.
Any documentation provided will be handled in accordance with our Personal Data Protection Policy and applicable data protection legislation.
21. Complaints Regarding Cancellations and Refunds
If a customer believes that a cancellation or refund has not been handled correctly, they may contact Ayllu Experiences through our official communication channels.
The customer should provide the reservation information and a clear explanation of the issue.
We will review the request and provide a response within a reasonable period and in accordance with applicable legal requirements.
22. Acceptance of This Policy
By making or confirming a reservation with Ayllu Experiences, the customer acknowledges that they have read, understood, and accepted this Cancellation and Refund Policy.
The specific cancellation conditions applicable to a reservation may vary according to the service contracted and the conditions communicated before confirmation.
Ayllu Experiences reserves the right to update this Policy when necessary. The version applicable to a reservation will generally be the version in effect when the reservation is confirmed, unless otherwise required by applicable law.