1. Introduction and Principle of Flexibility

At Qoyawarkuna Travel, we understand that travel plans can change. This policy details the procedures and conditions under which the Client may request modifications to their booking (Changes) or request payment returns (Refunds). Our goal is to apply the maximum possible flexibility while always respecting the contractual conditions of our suppliers (hotels, trains, and permits).

2. Procedure for Requesting Changes

2.1. Request and Feasibility of Change

• The Client must request any change in date, name, or itinerary in writing to their Qoyawarkuna Travel travel advisor.
• Feasibility: The possibility of making a change is subject to service availability and the policies of suppliers (especially train tickets and trekking permits).
• Modification Fees: Any modification may incur an administrative fee from Qoyawarkuna Travel plus any additional charges imposed by suppliers (e.g., penalties for hotel date changes or re-issuance costs for bus/train tickets). We will communicate these charges to the Client before confirming the change.

2.2. Name Changes and Documentation

• Restriction: Train tickets (Machu Picchu) and trekking permits are strictly personal, non-transferable, and do not allow name changes. Any correction in documentation must be requested urgently and is subject to a $100\%$ penalty on the cost of the original ticket/permit and the purchase of a new one, if available.

3. Procedure for Returns (Refunds)

3.1. Refund Conditions

Refunds are governed by the cancellation deadlines established in the Booking and Cancellation Policy. We will only issue refunds when:

• The cancellation was made within the timeframes that allow a partial refund (e.g., more than 60 days before the start of the trip).
• Qoyawarkuna Travel is unable to provide a previously paid service due to causes attributable to the Agency.

3.2. Refund Exclusions

There will be no entitlement to a return or refund for:

• Non-Refundable Permits and Tickets: The cost of Trekking Trail permits (Inca, Salkantay), Machu Picchu entrance tickets, or train tickets once they have been issued.
• Unused Services: Services that the Client decides to omit or abandon once the trip has started (e.g., unused hotel nights or abandonment of a trek).
• Force Majeure: Cancellations or modifications forced by force majeure events (strikes, natural disasters, route closures, Client health issues not covered by their insurance).

3.3. Refund Process and Timelines

Once we confirm the amount to be refunded:

• Processing Time: Qoyawarkuna Travel will process the refund within 15 to 30 calendar days, starting from the written confirmation of the final amount.
• Financial Charges: The Client will assume the financial costs and banking or payment gateway commissions incurred during the refund transaction.

4. Includes (The Explicit Commitment)

• Definition of the procedure for requesting changes.
• Warning regarding Non-Refundable services (permits, trains, tickets).
• Clear timelines for processing refunds.

5. Excludes (Limits of Flexibility)

• The Agency does not cover penalty costs imposed by suppliers due to late changes.
• We do not guarantee the refund of payments due to the Client’s health reasons if they lack travel insurance.

6. Recommendations (Advice for the Client)

• Insurance is Essential: Purchase travel insurance with cancellation coverage. It is your only guarantee of a full refund due to force majeure.
• Anticipate: Request any change or cancellation as far in advance as possible to minimize penalty charges.
• Correct Data: Verify that your booking data is $100\%$ correct before confirming the deposit to avoid costly documentation changes.