Cancellation and refund policy

1. The Machu Picchu entrance ticket

The sanctuary ticket is personal and carries a fixed date and entry time. Once issued by the authority it cannot be cancelled, refunded or transferred to another person, and that rule is not ours to change.

Accordingly, the amount corresponding to the official ticket price is non-refundable once the booking has been confirmed.

2. Our service fee

If you cancel before we have issued the ticket, we refund the service fee in full.

If the ticket has already been issued, the service fee is not refunded, because the management work has already been carried out.

3. Tours and packages

While your request is still pending confirmation you may cancel it at no cost: there is no contract and no charge yet.

Once the service is confirmed, cancelling more than 15 calendar days in advance entitles you to a refund of what you paid, less any costs already committed to third parties (issued tickets, train tickets, accommodation bookings).

Between 15 and 3 calendar days before the date, 50% of the tour or package amount is retained. With less than 3 days notice, or if you do not show up, no refund applies.

Train tickets and accommodation are governed by the conditions of the provider that issues them, which in many cases are stricter.

4. Correcting details

If you spot an error in a name or document number, tell us immediately. We will try to correct it with the issuer; whether that is possible, and at what cost, depends on their rules and on how long remains before the visit.

A ticket cannot be transferred to another person.

5. Cancellation by us or due to force majeure

If we are unable to provide the service for a reason attributable to us, we refund the full amount, including the service fee.

If the sanctuary closes, rail services are suspended, there are road blockades, strikes, natural disasters, or the authority changes capacity or regulations, we will pursue a refund or a change of date with the providers and pass on to you in full whatever is recovered, charging nothing for that work.

In those situations we cannot guarantee the return of amounts that the authority or the provider does not refund.

6. How to request a cancellation

Write to us at [email protected] with your booking code and the reason. The date that counts for these deadlines is the date we receive your message.

We will confirm receipt and the refundable amount in writing. Refunds are made through the same payment method used, and the time to credit depends on the bank or the gateway, usually between 5 and 15 business days.