Transparent Refunds & Cancellations

Refund and Cancellation Policy

Clear terms, transparent timeframes and fair rescheduling options for expeditions in Chachapoyas and Amazonas.

Last updated: 2026-09-25
90% > 15 days notice Near full refund deducting only processing fees.
50% 14 to 7 days notice Covers private transport & community reservations.
Free Rescheduling Shift your date at zero fee with 24h notice.
Clima Force Majeure Alternative tour or proportional refund.

1. Commitment to Transparency and Fair Treatment

At EXPLOOR Chachapoyas we operate small-group departures and private expeditions, coordinating ahead of time with local community guides, private transport drivers, and archaeological authorities. Our cancellation and refund policy aims to protect your travel investment while respecting the fixed operational costs and commitments made with local partners in Amazonas.

2. Refund Scale for Traveler Cancellations

If you need to cancel a confirmed reservation for personal reasons, the following refund scale applies to the total amount paid:

Notification Notice Refund Percentage Applicable Condition
More than 15 calendar days prior to tour departure 90% Refund 10% retained to cover administrative and payment gateway/banking fees.
Between 14 and 7 calendar days prior to departure 50% Refund Covers pre-reserved vehicle bookings and reserved community services.
Between 6 days and 48 hours prior to departure 20% Refund or Rescheduling Option to reschedule tour date at no penalty (valid for 12 months) or receive 20% refund.
Less than 48 hours or No Show No Refund Full logistics, guides, entry tickets, and private transport 100% committed in the field.

3. Date Flexibility and Free Rescheduling

We understand flight schedules to Northern Peru (Jaén, Chachapoyas, or Tarapoto airports) can sometimes be disrupted by weather conditions. Therefore, we provide:

  • Free Rescheduling: By notifying us at least 24 hours prior to tour departure, you can change your date at no additional fee, subject to route availability.
  • Booking Transfer: You can assign your spot to another traveler up to 24 hours before departure by providing their full name and passport details for insurance records.

4. Cancellations Due to Weather or Force Majeure

If an excursion cannot proceed due to extraordinary safety reasons outside anyone's control (official civil defense alerts, highway landslides, hazardous river swells at waterfalls, or unexpected emergency maintenance at Kuélap Cable Cars):

  1. Alternative Route: We will offer a safe, scenic alternative of equal value in the Amazonas area.
  2. Free Date Postponement: You may shift your departure to another date during your stay at zero extra charge.
  3. Proportional Refund: If neither option fits your travel plans, 100% of unrendered tour costs will be refunded, subtracting only already consumed entrance fees.

5. Refund Request Process & Timeframes

To initiate a refund, the booking holder should send a written request through our verified communication channels:

Once approved, refunds are processed within 3 to 7 business banking days through the same payment method originally used.

Terms & Conditions

Consult general terms, fitness requirements, and traveler safety guidelines.

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Complaints Book

Virtual consumer complaints book in accordance with Law N° 29571.

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Need to request a date shift or refund?

Contact our team with your booking reference or payment receipt for swift assistance.

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