Changes and/or Returns Policy

1. Introduction

2. Conditions for Changes and Returns

3. Process to Request a Change or Return

To manage any request for a date change, package exchange, or refund, the booking holder must follow these three steps:

4. Refund and Exchange Options

• Available refund methods:
  • Money refund: Direct refund to the original payment method used for the purchase (reversal to the credit/debit card processed via Culqi, Yape refund, PayPal account refund, or bank transfer).
  • Store credit (Travel Credit Note): Issuance of a credit voucher for 100% of the eligible amount, valid for 12 months to be used on any future travel date.
  • Gift Card: Transferable digital voucher in favor of a family member or third party to purchase any tour or package from our catalog.
• Estimated refund processing time: Once the request is approved and the documentation verified, Sonqo Perú Travel E.I.R.L. will process the refund within 5 to 10 business days. (For credit or debit card payments, the additional time required for the reversal to appear on the card statement depends exclusively on the operating timeframes of the customer's issuing bank).
• Exchange options:
  • Replacement or rescheduling for the same product/service: Change to a new available travel date without administrative surcharge (when requested at least 7 days in advance).
  • Exchange for another tour or item of equal value: Substitution of the contracted package for another tourist experience of equal commercial value.
  • Exchange with fare adjustment or partial refund: If the newly chosen tour has a lower price within the permitted change window, a partial refund or store credit will be granted for the difference; if it has a higher price, the customer will only pay the fare difference.

5. Shipping Costs and Responsibility

• Changes or returns requested voluntarily by the customer: Physical shipping costs (in case of returning physical merchandise or physical ticket delivery), as well as international bank fees, administrative fees from external operators, or seasonal fare differences voluntarily requested by the customer, are the sole responsibility of the customer, except in cases of error attributable to our store/agency.
• Order errors or defective services: In the event of defective products, operational non-compliance attributable to the Agency, or errors in order issuance by Sonqo Perú Travel E.I.R.L., all shipping, ticket re-issuance, pickup, and associated handling will be 100% free of charge for the customer, with the Merchant assuming all costs.

6. Exceptions and Warranties

• Special policy for order errors or defective services: Whenever it is verified that a product was delivered damaged or defective, or that an error attributable to the Agency occurred in the booking or provision of the contracted tour, a special immediate warranty policywill apply, offering at the consumer's choice: (a) priority replacement or rescheduling of the service at no cost, (b) an upgrade to a higher service category (subject to availability), or (c) a full (100%) refund of the amount paid.
• Third-party supplier and manufacturer warranties: Certain components or products included in packages (such as railway services operated by PeruRail or Inca Rail, traveler assistance insurance, or third-party manufacturer equipment) carry their own supplier or manufacturer warranties and policies, which may be managed directly with said provider or with the free assistance of our customer support team.
• Force majeure exceptions: In duly accredited extraordinary situations (official closure of Machu Picchu or the railway by government order, natural disasters, or serious medical emergency of the passenger supported by an official medical certificate), the Agency will prioritize open rescheduling or the recovery of unexecuted funds from the operators involved.

7. Contact and Customer Support

For any inquiry, change request, refund status check, or claim related to this policy, you may contact our Customer Support team through the following official channels: