Welcome to Coclatours. By booking a tour or experience with us, you agree to the following terms and conditions. Please read them carefully before confirming your reservation.
1. Booking & Reservations
Reservations can be made through our website, email, or WhatsApp. A booking is only confirmed once you receive written confirmation from Coclatours and, where required, a deposit has been received.
2. Payment Terms
A deposit may be required to secure your reservation, with the remaining balance due before or on the day of the tour, unless otherwise agreed in writing. Accepted payment methods will be confirmed at the time of booking.
3. Right of Restitution
In accordance with Peru’s Consumer Protection and Defense Code (Law No. 29571, Articles 58 and 59), when the provider has engaged in aggressive or deceptive commercial practices, such as changing the information or the conditions of the service without the customer’s consent, the customer may exercise the right of restitution within 7 calendar days, counted from the date of booking or from the start of the service, whichever occurs later. To exercise it, the customer must notify us in writing at info@coclatours.com. This right does not replace the cancellation policy: in all other cases, cancellations and refunds are governed by section 4.
4. Cancellation & Refund Policy
- Cancellations made 7 days or more before the tour date: the amount paid is refunded, minus payment processing fees and the non-recoverable costs described below.
- Cancellations made between 3 and 6 days before the tour date: 50% refund of the amount paid, minus any non-recoverable costs.
- Cancellations made less than 72 hours before the tour date, or no-shows: non-refundable, except as noted in the next point.
- In cases of force majeure, serious medical emergency, or death of a close family member, a full or partial refund will be evaluated upon presentation of supporting documentation.
- If Coclatours cancels or reschedules a tour before it starts due to insufficient participants, weather conditions, or safety concerns, a full refund or an alternative date will be offered.
Non-recoverable costs are services already purchased or committed on your behalf, such as train tickets, Machu Picchu entrance tickets, permits, accommodation, transport, and the time reserved for your trip by guides and host families. Some of these services are operated by third parties (including PeruRail, IncaRail, the Ministry of Culture and airlines), are generally non-refundable and non-transferable once issued, and follow each provider’s own policies, independent of Coclatours’ general policy. When a refund is processed, we will explain any amount that could not be recovered.
Coclatours will inform the client of these conditions prior to confirming the reservation and is not responsible for the policies established by these external providers.
5. Changes to the Itinerary
Our tours take place in mountain and cloud forest areas where weather, road conditions and safety circumstances can change without notice. If, before or during a tour, a landslide, road closure, adverse weather or other safety concern prevents the itinerary from being carried out as planned, Coclatours will inform the traveler as soon as possible and will look for the best available option to meet the objectives of the trip, which will be proposed to the traveler.
Any additional costs resulting from such changes (including, but not limited to, additional transport, train tickets, accommodation or meals) are not assumed by Coclatours and must be paid by the traveler. Services already contracted with third parties remain subject to their own policies. If Coclatours decides to cancel or reschedule a tour before it starts, the cancellation policy above applies.
6. Health, Fitness & Travel Insurance
Some of our experiences involve physical activity at high altitude. Travelers are responsible for ensuring they are medically fit to participate and are strongly encouraged to obtain comprehensive travel insurance covering medical emergencies, evacuation, and trip cancellation before traveling.
7. Liability & Assumption of Risk
Participation in any Coclatours activity is at the traveler’s own risk, to the extent permitted by law. While we take all reasonable precautions to ensure safety, Coclatours is not liable for injury, loss, illness, or damage arising from circumstances beyond our reasonable control, including but not limited to accidents, natural events, or third-party actions.
8. Photography & Media Usage
Coclatours may take photographs or videos during tours for promotional purposes, including social media and marketing materials. If you prefer not to be included, please inform your guide at the start of the experience.
9. Force Majeure
Coclatours is not responsible for failure to perform any obligation due to events beyond its reasonable control, including natural disasters, strikes, civil unrest, government restrictions, or pandemics.
10. Privacy
Personal information collected during the booking process is used solely for managing your reservation and improving our services, and will not be shared with third parties except as necessary to deliver the tour (e.g., transport or accommodation partners).
11. Complaints Book
In compliance with Peru’s Consumer Protection and Defense Code (Law No. 29571), Coclatours has a Complaints Book (Libro de Reclamaciones) available to customers to record any complaint or claim related to our services.
12. Governing Law
These terms are governed by the laws of the Republic of Peru, including the Consumer Protection and Defense Code (Law No. 29571). Any dispute may be submitted to INDECOPI or to the competent courts of Cusco, Peru.
13. Contact
Coclatours
Cusco, Peru
Email: info@coclatours.com
Phone / WhatsApp: +51 984 394 583
Website: www.coclatours.com