Cancellation Policy

Refund percentages are applied considering operational planning, unit assignment, and personnel.

1.1 Cancellation 30 or more days in advance:

• 80% refund of the amount paid.
• The remaining 20% covers administrative and operational costs.

1.2 Cancellation 10 days in advance:

• 70% refund of the amount paid.

1.3 Cancellation 5 days in advance:

• 50% refund of the amount paid.

1.4 Cancellation 3 days in advance:

• 30% refund of the amount paid.

1.5 Cancellation 2 days in advance:

• 20% refund of the amount paid.

1.6 Cancellation 1 day in advance:

• No refund.
• The option to reschedule for another date may be offered (subject to availability).

1.7 No-show:

• No refund.
• If the client cannot be contacted within 30 minutes of the agreed time, the service is considered a no-show.
• Cancellations on the same day of service are also considered NO SHOW.

2.1 Changes at no additional cost:

• Change of date or time with more than 24 hours in advance.
• Change of pickup point within the same city.
• Update of passenger data.

2.2 Changes that may incur additional costs:

• Change of destination (price will be adjusted according to the new route).
• Increase in the number of passengers (subject to vehicle availability).
• Changes with less than 24 hours in advance.

2.3 All modifications are subject to availability.

Force majeure refers to any unavoidable, unforeseeable, and irresistible event beyond the control of Cusco Transporte that prevents or makes the provision of service unviable. These events do not constitute a breach by the company and do not automatically entitle the client to a full refund.

3.1 Events considered force majeure:

• Natural disasters: earthquakes, floods, landslides, mudslides, volcanic eruptions, snowstorms, or hailstorms affecting roads or destinations.
• Fires: forest fires, fires in archaeological zones or natural areas causing the closure or inaccessibility of the destination (including closures of Machu Picchu or other sites).
• Health emergencies: epidemics, pandemics, disease outbreaks, or public health alerts declared by competent authorities.
• Social conflicts: strikes, regional or national stoppages, road blockades, protests, or unrest preventing vehicle circulation.
• Government decisions: closure of parks, sanctuaries, or archaeological sites by the Ministry of Culture, SERNANP, municipalities, or other authorities; circulation restrictions or states of emergency.
• Extreme weather conditions: torrential rain, dense fog, or other conditions making the service unfeasible or unsafe.
• Road accidents unrelated to our operation that block transit.

3.2 In these cases, Cusco Transporte will offer:

• Option 1 — Free rescheduling: date change for the same service at no extra cost, subject to availability.
• Option 2 — Credit: credit for the value of the service, applicable to a future booking within 12 months.
• Option 3 — Partial refund: if none of the above is viable, we will assess a refund of the amount paid minus already-incurred operational costs (coordination, unit assignment, access reservations).

For more details on force majeure events, see Section 9 of our Terms and Conditions.

4.1 In the rare case that we must cancel a confirmed service:

• We will notify you as soon as possible.
• We will offer an alternative of equal or greater value at no additional cost.
• If you do not accept the alternative, we will refund 100% of the amount paid.

4.2 We reserve the right to cancel services in case of:

• Safety conditions that put passengers or drivers at risk.
• False information provided by the customer.
• Inappropriate or dangerous behavior by the customer.

5.1 Transfers from the airport:

• We monitor flights in real-time.
• We automatically adjust the pickup time at no additional cost.
• Free waiting time of up to 60 minutes after the flight arrival.

5.2 Transfers to the airport:

• If your flight is moved earlier, notify us as soon as possible.
• We will do our best to adjust the schedule (subject to availability).

5.3 We ask you to confirm your arrival via WhatsApp to coordinate the pickup.

6.1 To request a refund:

1. Send your request by email to reservas@cuscotransporte.com
2. Include your booking number and reason for cancellation.
3. You will receive confirmation within 24 hours.

6.2 Processing times:

• Credit/debit card: 5-10 business days.
• PayPal: 3-5 business days.
• Bank transfer: 3-5 business days.
• Cash: Refund on your next visit or bank transfer.

6.3 Refunds are made in the same currency as the original payment.

7.1 During peak season (June-August, Easter, national holidays):

• Booking well in advance is recommended.
• Standard cancellation policies apply.
• Rescheduling is subject to greater limited availability.

7.2 For special services (weddings, corporate events, large groups):

• Special conditions may apply as agreed in writing.
• Check the specific conditions at the time of booking.

To cancel or modify your booking, contact us through any of these channels: