GENERAL POLICIES OF BOOKINGS, PAYMENTS AND RESPONSIBILITY 2019

  • BOOKING POLICY:
    • BOOKING CLASSIFICATION:
    • INDIVIDUALS (FITS): Individual reservations are considered for requests made up of a number equal to or less than 9 passengers (1-9 pax).
    • GROUPS: It’s considered a group reservation to that request equal or greater to 10 passengers (10 a + pax).
    1. RESERVATION OF SERVICES AND ACCOMMODATION:
      • - All reservations must be requested via email detailing the following information:
        • Full names
        • Passport number or identity document.
        • Date of Birth
        • Nationality (Passengers of the Andean Community CAN -Bolivia, Colombia, Ecuador- must send a copy of their passport obligatorily)
        • Required itinerary and exact travel dates
        • Flight information (in case they are not issued through CTM) indicating: date, flight #, route, schedules, PNR (or reservation code/locator)
        • Hotel category and type of accommodation required
        • Dietary or physical restrictions to be considered
      • Any reservation request will be answered in writing (otherwise it will not be considered valid) in the following terms:
        • Individuals (FITS): The response will be provided via e-mail within a period no longer than 24 hours, during office hours.
        • Groups: The response will be given via e-mail and can be more than 24 hours, during office hours. The exact response time will be reported by your sales executive.
      • Our office hours for the attention of requests are the following:
        Monday - Friday 08:00 hours – 19:00 hours
        Saturdays 09:00 hours – 13:00 hours
        Holidays All reservations requested/received on calendar holidays will be worked immediately the next business day
      • All reservation confirmation will contain the following information: full details of the passenger (s) provided by the client, flight information, final itinerary, settlement, reconfirmation period and/or cancellation without expenses and final payment date (for a client without credit). It is the responsibility of the client to verify the information and if there is no objection, it will be accepted.
      • CTM reserves the right to modify the itinerary requested or to confirm hotels different from those originally requested due to availability or to guarantee the quality of the service. In such cases, CTM will offer similar options in the category, location and price being possible the application of some discount/supplement. If so, your sales executive will inform you in a timely manner.
      • Regarding the release policy, this applies only to the case of groups and will be informed by the executive in charge according to your request.
    2. MODIFICATIONS:
      • ll request for modification must be made via e-mail, indicating in detail the changes required and will be answered in a period of no longer than 24 hours in the case of FITS and within a period to be informed by its executive, in the case of groups.
      • Any requested modification is subject to availability of spaces in hotels, restaurants, train services, etc. Being CTM tours responsible for providing the new options indicating the new itinerary and the rate differences to be applied to be the case. However, CTM Tours is not responsible if the requested modification implies that the itinerary is affected or impossible to develop in any way.
      • If the modification is requested when the reservation is already RECONFIRMED, the changes or corrections are subject to a 10% penalty for administrative expenses to be applied by CTM tours plus the rate differences and/or penalties to be applied by the suppliers of services involved.
    3. CANCELLATIONS: INDIVIDUALS (FITS) AND GROUPS
      • Any request for cancellation of reservation must be requested via email, which will be answered by giving approval for the cancellation within a period no longer more than 48 hours in the case of FITS and within a period to be informed by its executive, in the case of groups.
      • Any request for cancellation of reservations NOT RECONFIRMED, will not be subject to penalties or expenses of cancellation, being the responsibility of the client to ensure that they receive the answer to their request in writing.
      • Any request for cancellation of RECONFIRMED reservations will be subject to penalties that will be applied depending on the date on which the request was received and based on the following general deadlines:
        • INDIVIDUALS (FITS)
          Within 15 days to date of entry: NO REFUND APPLIES - PENALTY 100%
          Within 16 to 31 days to date of entry: SUBJECT TO PENALTY OF 50%
          Within 32-45 days to date of entry: SUBJECT TO PENALTY OF 20%
          If the cancellation is requested 46 days more, prior to the date of entry of the passenger (s), no penalties will be applied.
        • GROUPS
          Within 32 days to date of entry: NO REFUND APPLIES - PENALTY 100%
          Within 61 to 90 days to the date of entry: SUBJECT TO PENALTY OF 50%
          Within 91 to 120 days to date of entry: SUBJECT TO PENALTY OF 20%
          If the cancellation is requested 121 days more, prior to the date of entry of the group no penalties will be applied.
      • CTM reserves the right to modify the deadlines previously established in case of special reservations where refunds are not applicable for individuals or groups. These deadlines will be informed by the executive in charge at the time of confirmation.
      • The cancellation policies indicated are not applicable to reservations that include the entrance of the Inca Trail, regardless of the date on which the request was made. In this case, no refund will be granted due to the non-endorsable or non-refundable nature of the reservation.
      • The cancellation policies indicated are not applicable to reservations that require a pre-payment by the service provider, such as boutique hotels, hotel chains or Amazon cruises to be confirmed. For these special cases, the policies and conditions of the operator involved will be applied, which will be informed by the executive in charge.
      • In case of cancellation of tour packages that include train services to/from Machu Picchu or other destinations such as Cusco, Puno, Arequipa or vice versa; penalties and refunds (if applicable) will be applied according to the policies and conditions of the service provider plus a fee for administrative expenses by CTM tours.
    4. BOOKING OF AIR TICKETS
      • All air reservations must be requested via email detailing the following information:
        • Surnames and full names
        • Passport number or identity document
        • Nationality
        • Required itinerary and exact travel dates
      • Consider that the only way to guarantee an airfare is with the issuance of the ticket (prior to this, any airfare is subject to change without prior notice according to the policies established by each national or international airline).
      • Once your air ticket is issued, any change in the data provided or change of dates, are subject to penalties, fare difference payments based on the availability of new dates and reissue fees by the airline and CTM Tours.
      • CTM tours is not responsible for changes in flight schedules that may be made by airlines after booking. CTM tours will be responsible for reporting any change in their flight schedule (s) if they receive the information from the airline in a timely manner.
      • Please check your air reservation (s) through your CTM sales executive or through the web page or call center of your flight operator, 24-48 hours prior to your trip.
      • Cancellations of air tickets are subject to penalties of up to 100% according to the fare class with which your ticket was issued and to the conditions established by the airline and CTM tours.
  • PAYMENT POLICY:
    1. CUSTOMERS WITHOUT CREDIT:
      • Any reservation of a customer without credit will be RECONFIRMED only upon completion of 100% of the payment thereof. The payment of a reservation by the client constitutes the acceptance of the policies established by CTM Tours.
      • The payment periods for a customer without credit are as follows:
        • INDIVIDUALS (FITS):
          • 100% of the total payment of the reservation is required, 30 days prior to the arrival of the passengers.
          • In the case of reservations requested within 29 days prior to the arrival date of passengers or last-minute reservations, your executive in charge will indicate the final date of payment.
          • In case your reservation includes a service operator that requires pre-payment to receive the reservation confirmation, the executive in charge will inform you in a timely manner.
        • GROUPS
          90 days prior to the date of entry Pre-payment of 20% of the total cost
          60 days prior to the date of entry Pre-payment of 50% of the total cost
          45 days prior to the date of entry Final payment of 100%
    2. PAYMENT:
      • BANK ACCOUNT PAYMENT: Payments can be made to our bank account which will be provided in a timely manner by your sales executive.
        On the other hand, the client and/or contracting agency must assume the expenses charged by their bank, being CTM Tours responsible for assuming the expenses charged by their bank
      • CREDIT CARD PAYMENT: The customer (cardholder) must fill out and sign legibly a credit card authorization form that will be provided by his sales executive and send it via e-mail attaching the copy of his credit card (both sides) plus the copy of your passport. It is essential that the holder of the credit card be one of the passengers or, failing that, the legal representative of the agency
    3. REFUNDS:
      • All requests for refund must be requested in writing and is subject to evaluation based on the cancellation policies of this document.
      • All refund requested for reasons of illness, death, accident or other reasons of force majeure, must present documentation proving the travel impediment of the passenger such as a medical certificate, death certificate, etc. otherwise it will be considered baseless.
      • For those services that are interrupted by reasons other than the domain of CTM tours such as: cancellation of flights, natural disasters, public protests, etc.; no refunds will be provided, or they will be subject to evaluation at the end of the contracted program, as CTM is responsible for providing viable alternatives and can use costs for the implementation of an alternative program, without affecting the company's profits.
      • CTM establishes that any request for refund requested on site by the end customer due to interrupted services (excursions and/or accommodation) by voluntary decision or reasons of force majeure, must be processed through its intermediary agency.
      • The response time to the refund request will depend on the procedures to be performed with each supplier involved and the policies and response time of the same.
  • RESPONSIBILITY POLICY:
    • CTM Tours is not responsible for unpredictable events beyond our control such as natural disasters, acts of local government, strikes and/or protests, riots, social revolts, robberies, diseases or other adverse conditions that prevent the proper functioning of the itinerary hired.
    • Based on the previous point, CTM Tours reserves the right to modify the itinerary to safeguard the interests and safety of its customers.
    • In cases of rescheduling, cancellation or overselling of domestic and international flights, CTM Tours will do everything in its power to assist passengers; however, CTM Tours is not responsible for the denial of boarding, additional costs or need for accommodation, food and/or transfers because of such events.
    • CTM Tours does not assume under any circumstances the possible risks and consequences of some adventure activities such as trekking, canoeing, kayaking, mountain biking, horseback riding, etc. CTM tours, through the adventure operators, will provide the pertinent safety instructions to each client; however, it is essential that the client travels with comprehensive travel insurance to receive assistance or compensation in extreme cases.
    • If itinerary changes due to the express wish of the client, the additional expenses generated by this cause must be paid by the passengers.
    • Failure to present the passenger (s) to a contracted service or last-minute cancellation will result in the total loss of the contracted service without the right to refunds or rescheduling.
    • CTM Tours is not responsible for passenger illness, loss of luggage during the trip, additional expenses, accidental delays or other events that may cause a change in the itinerary.
    • In the event of a passenger showing behavior that is not in good standing or that endangers their own lives or that of other passengers, CTM tours have the authority to remove this person and if necessary to request police assistance to safeguard the integrity of persons. It should be mentioned that, if this is the case, no refund will be applied.
    • CTM Tours will inform in due time about the procedures of visas, customs or vaccinations that are considered as requirements to make the trip; however, it is not responsible for the management or processing thereof, being this responsibility of the client. It is recommended that you be informed in advance of any procedures or restrictions to be considered.
    • Accommodation in Peru is exempt from the VAT (General Sales Tax) to foreign and Peruvian passengers who are not resident in Peru, as it is considered in the service export category (DL 919). For this exemption, it is obligatory that passengers present in the respective lodging establishment their Passport and the Andean Immigration Card duly sealed upon entering the country and with a stay no longer than 60 days from their entry to Peru. If these documents are not presented, the lodging establishment will proceed to collect the tax corresponding to the passenger, and CTM tours are not responsible for assuming said tax.
    • For special dates such as Christmas, New Year, Easter, congresses or other special events payment policies, cancellations or modifications may vary, your sales executive will indicate the the pertinent observations according to the case.