1. Introduction and Commitment

At Qoyawarkuna Travel, we value the trust of our clients. Our commitment is not limited to offering quality tours but also includes guaranteeing transparent and effective customer service. Therefore, we provide our virtual Complaints Book, in accordance with the provisions of the Consumer Protection and Defense Code of the Republic of Peru. If you have experienced any inconvenience with the contracted service, we invite you to use this form to submit your claim or complaint.

2. Definition of Claim and Complaint

It is important to distinguish between the types of submission:

• Claim: Dissatisfaction directly related to the contracted product or service (e.g., the tour did not include an advertised activity).
• Complaint: Dissatisfaction not directly related to the product or service, but rather to the treatment or attention received (e.g., mistreatment by a driver or delay in email response).

3. Procedure for Submitting Your Claim/Complaint

To submit your request, please complete our online form with the following information:

• Personal Data: Full name, ID/Passport number, address, phone number, and contact email.
• Service Identification: Type of tour or service contracted, start date, and amount paid (if applicable).
• Detail of Dissatisfaction: A clear, concise, and detailed description of the reason for your claim or complaint.
• Petition: An explicit request for what the client expects from Qoyawarkuna Travel (e.g., service correction, compensation, apology).

4. Response and Resolution Timeframes

Qoyawarkuna Travel is committed to responding to and, where possible, resolving your claim or complaint within the following legally established timeframes:

• Maximum Legal Term: Your claim or complaint will be addressed, and a formal response will be provided within a period not exceeding thirty (30) calendar days, counted from the day following its submission.
• Emergency Term: In complex cases, this period may be extended by an additional 30 days, upon prior communication to the consumer.

Our goal is to contact you and resolve the issue as quickly as possible, ensuring a fair and prompt solution.

5. Legal Warning

The Complaints Book does not replace legal or administrative recourse but is a mechanism for direct resolution between the supplier and the consumer. Qoyawarkuna Travel adheres to the provisions of INDECOPI (National Institute for the Defense of Competition and the Protection of Intellectual Property) for the resolution of disputes.

6. Includes (Commitment to Transparency)

• Direct and legal conflict resolution mechanism.
• Clear differentiation between a claim and a complaint.
• Explicit commitment to the response timeframes established by Peruvian law.

7. Excludes (Exclusions)

• Responsibility for claims that have already been resolved by mutual agreement with the Client.
• Resolution of disputes that must be managed through legal channels (outside the scope of INDECOPI).

8. Recommendations (Guidance for the Client)

• Documentation: Attach all documents or evidence supporting your claim (vouchers, photos, emails).
• Clarity: Be as clear as possible when describing the incident to expedite the investigation and response.