Terms & Conditions
These booking conditions apply to all itinerary bookings made with Lima Experience, a trading brand of Lima Experience S.A.C. We are registered in Peru under company number 20611188995. Our registered address is: Augusto Tamayo Vargas 311 – D 301, Barranco, Lima, Peru.
Before making a booking, it is essential that you read our terms and conditions. They set out the commercial relationship between us, form the basis of your contract with Lima Experience and set out both your and our respective rights and obligations.
Except where otherwise stated, our booking conditions only apply to the services that you book with us in Peru and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “booking”, “contract”, “itinerary package”, “tour” or “arrangements” mean such arrangements unless otherwise stated.
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the named member of the travelling party that, being 18 years old or over and possessing legal capacity to do so, makes payment at the point of booking. “We”, “us” and “our” means Lima Experience.
In addition to the main booking conditions set out below, you must also ensure that you have read the Important Information that follows. Doing so forms part of the contract as it contains helpful guidance that may be relevant for you when making your final booking selection.
By asking us to accept your booking request, you agree that you have both read and understood the full terms and conditions of the contract and that you agree to them.
Before you book
1.1. Choosing Your Service/s
It is very important that you choose the right arrangements for you. Our staff are always happy to advise and give you their professional opinion; however, it is essential that you also conduct your own independent research to ensure you are happy with the arrangements being made.
Please visit the Foreign, Commonwealth & Development Office websites for essential travel advice and tips such as https://www.consulado.pe/paginas/Inicio.aspx and https://www.peru.travel/en The websites offer a wealth of country-specific information, but as the advice can change, please ensure that you check regularly for updates both before and after you book.
1.2. Agent or Principal
When you purchase a Lima Experience service we are acting as the Principal provider. We provide the services to you; your contract is with us and our full terms and conditions apply. Further conditions may also be applied by our suppliers and together these make the ‘conditions of contract’ and constitute the entire agreement between you and Lima Experience.
We also sell third-party arrangements. When we act as an ‘agent’ (retailer) we are selling on behalf of another provider. In such instances, your contract is with them as the Principal provider of your arrangements; although the terms of our own retail booking conditions will also apply. By proceeding with a booking, you acknowledge that you have read and understood all of the terms and conditions which apply to it and agree to be bound by them.
1.3. If You Have A Disability or Medical Condition Which May Affect Your Tour
If you have any medical condition (including food allergies), disability, or any special requirements related to these, which may affect your tour (including the booking process), please tell us before you confirm your booking. We can then assist you in considering the suitability of the services that we are able to provide. You must give us full details in writing at the time of booking and whenever any significant change in the condition, disability, or special requirements occurs. You must also promptly advise us if any medical condition or disability which may reasonably affect your holiday develops after your booking has been confirmed. Failure to do so may limit your rights and how we are able to assist you.
1.4. Tours and excursions – General health requirements
Many of our tours and excursions may not be suitable if you have a disability or have reduced mobility. You must be fit and able enough to participate independently or, alternatively, have an able-bodied carer to assist you throughout the trip. Please note that some of the featured itineraries may involve early starts and long days, with substantial travel between featured sites and destinations. As vehicle and road standards may not be comparable to your country, please keep this in mind when considering any personal health concerns, as well as your general comfort.
1.5. Experiences
Experiences which form part of your package: We are pleased to be able to offer various ‘experiences’ and activities, which you can pre-book and pay for as part of your itinerary. By booking with us you confirm that you and your party are in good health and have no medical history that would make it dangerous for you or others to participate. You must always observe safety instructions, take reasonable care and provide any necessary certification that may be required. We will only accept responsibility for these experiences and activities in accordance with these booking conditions. Please note that they may be subject to minimum numbers and could be cancelled at short notice.
Experiences which do not form part of your itinerary: We are able to offer general assistance and reserve certain activities for you on your behalf, for which you will pay locally. In these circumstances, we act as a booking agent for the local operator of the excursion or activity concerned, only. Your contract for that activity will be with them and it does not form part of your contracted arrangements with us. The contract will be subject to the local operator’s terms and conditions, which will be governed by the local law and jurisdiction which applies and may limit their liability to you. Lima Experience accepts no liability for any breach of contract or negligent act or omission of any such excursion/activity provider.
1.6. Services outside of your contract with Lima Experience
We will not be liable to you for any independent arrangements made to complement the services being provided by Lima Experience. Your contract(s) will be directly with the third-party supplier(s) providing those arrangements.
Where we agree to provide flights or transfer services to or from any such third- party product or destination, our doing so offers no endorsement of the product or destination and our liability will remain limited only to ensuring that the contracted elements of your itinerary package with Lima experience are provided as promised.
1.7. Special Requests
Where a special request e.g. room location, twin or double-bedded room, flight seat requests and/or dietary requirements (including advice on allergies) etc. is an important factor in your choice of holiday, you must advise us before you book. Whilst we are happy to pass on any such requests, we cannot guarantee that they will be accommodated, and the provision of any special request does not constitute a term of your contract with us. Where we pass on special/dietary requests to airlines, we recommend that you reconfirm with them directly once your tickets have been issued. Please also ensure that you reconfirm any special/dietary requests with your airline(s) and any other service/accommodation provider(s) immediately upon check-in, and on any other relevant occasions (e.g. at mealtimes), to ensure these have been received. Confirmation that a special request has been noted or passed on to the supplier, or the inclusion of the special request on any documentation, is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
1.8. Marketing
We try to ensure that the information on our website and in our promotional material is accurate. However, supplier information can change and errors can regrettably occur. We reserve the right to amend and/or give notice of any changes at the time of booking and recommend that you undertake a level of independent research or speak to one of our trained sales advisors should you wish to clarify any information.
Booking & paying for your service/s
Your Commitment to Us
2.1.
When you or your Travel Agent wish to confirm a booking, you must pay a deposit per person which applies to your itinerary. Full balance is required at the time of booking in some instances. If you make a booking you must pay the full cost of the services at the booking stage. All money paid by you to one of our authorised travel agents for your services will be held by the agent on our behalf until paid to us.
When you make a booking, you agree that the lead name is acting as an agent on behalf of all named parties under the contract and that they have ostensible authority to make booking decisions on your behalf. The lead name is authorised by you to confirm that you have understood and have accepted these booking conditions and our Important Information. Once your booking is confirmed, you will be given a reference number. Your booking reference is also used as your unique password. It is important that you do not give your reference number to anyone or it will allow access to view, amend or cancel your booking.
2.2. Out of date range tickets
We are able to sell many of our services well in advance of travel but scheduled tickets like Machu Picchu will generally not have their availability to sell until months prior to departure. Should this apply, we will inform you at the time of enquiry.
In some instances, we are able to guarantee the price you pay, before the contracted fares are released. If we are able to guarantee a price, this will be documented within your confirmation invoice. Please note that a guaranteed price does not guarantee availability of the arrangements themselves as operational decisions may render these subjects to change by the operators. Our price commitment is made in anticipation of spots becoming available that match the required dates, times and booking classes within your itinerary. On occasions where we are unable to guarantee a price for you, we will estimate this based on the same anticipated itinerary arrangements. We will then do our very best to secure them at the rate you have paid.
When you book, we will take a deposit and then issue an invoice recording the arrangements reserved for you. A contract will then commence on the basis that the arrangements and the final price payable by you will be applicable when the operator releases the spots. When the spots become available to book, we will contact you with an updated price (when not previously guaranteed) and re-confirm the details.
If we are unable to honour an estimated fare, or we are in any other way unable to confirm the arrangements for you as expected, we will contact you to discuss your options. If this significantly alters your itinerary arrangements and we aren’t able to secure you a suitable alternative, you will be able to cancel your booking with a full refund of your deposit. You will have 7 days to tell us whether you are happy to continue with the booking or if you would prefer to cancel. If you wish to continue with the booking, we will issue an updated invoice. We will have no other liability to you and will not be responsible for refunding any costs that do not form part of your contract with us, so please ensure you have suitable travel insurance to cover any consequential losses.
2.3. Travel Information & Documents
After booking, you will receive a confirmation invoice with important information relevant to your holiday, inclusive of the total payment due. You must check the details carefully and notify us immediately if you believe that any of the details are incorrect. Please also check your flight timings carefully each time you receive new documentation from us, as the scheduling may have changed since the last time we contacted you.
Approximately 10-14 days prior to departure you will receive your e-ticket together with your final itinerary. Please check all information, including your flight times, carefully to ensure you are prepared for your trip.
2.4. Paying For Your Holiday
Full payment must be received before departure. If we, or your travel agent, have not received full payment as detailed above, we reserve the right to treat your booking as cancelled by you and you will forfeit your deposit or any higher sum that we are entitled to retain – see also 3.3 Cancelling your itinerary. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in 3.3 depending on the date we reasonably treat your booking as cancelled.
2.5. Travel Insurance
This is a vital part of any holiday so please ensure you take out comprehensive travel insurance as soon as your booking has been confirmed. We strongly recommend that this includes, but is not limited to, appropriate cover against the cost of termination of the holiday contract and the cost of any medical/other assistance, including repatriation, you might require whilst overseas. We are not insurance providers and cannot offer advice on insurance products. It is essential that you discuss both your itinerary and your specific needs with your chosen policy provider to ensure you are suitably protected. Please read your policy details carefully, ensure that you are familiar with the scale of your cover and take the relevant documentation with you on your holiday.
2.6. Health & Vaccinations
It is your responsibility to ensure you are aware of all recommended and required vaccinations, health precautions, screening and self-isolation requirements in good time before departure. You should take health advice about your specific needs as early as possible and ensure that vaccinations or preventative measures such as malaria tablets are taken in time to be effective for the duration of the holiday.
Please ensure you allow sufficient time to successfully book any appointments, screenings or tests that may be required. It is your responsibility to find out about any entry restrictions, screening or quarantine requirements for destinations that you are visiting (including those you are transiting through) that might affect you. Please ensure you include any domestic requirements that may be in place for when you return home. Be aware that there may sometimes be enhanced screening/monitoring at entry and exit ports. In some instances, borders may close with very little warning or you may be required to self-isolate for a set period, even if you do not have any symptoms of illness.
It is essential that you check health and entry requirement information regularly. Failure to take the appropriate action could result in denied boarding by the airline or denied entry, as countries become stricter with respect to their entry requirements.
Please be aware that obtaining test results or any other medical certification sits outside of the arrangements provided by Lima Experience. We can’t take any responsibility if these are delayed/otherwise prevent you from travelling. Please ensure that your travel insurance provides you with suitable protection.
As of the current travel regulations for Peru, there are no compulsory vaccinations mandated by local authorities for international tourists entering the country directly.
- International Exceptions: An International Certificate of Vaccination for Yellow Fever may be required at the border if you are arriving from a country with risk of yellow fever transmission.
2.7. Recommended Immunizations & Regional Alerts
While not mandatory for nationwide entry, specific immunizations are highly recommended based on your itinerary:
- Yellow Fever: Highly recommended for all travelers planning to visit areas in the Peruvian Amazon Basin (including, but not limited to, the departments of Loreto, Madre de Dios, San Martín, Ucayali, Amazonas, and parts of Cusco). To guarantee effectiveness and compliance, this vaccine must be administered at least 10 days prior to entering any risk zone.
- Routine & Food/Water-Borne Diseases: Travelers are strongly advised to ensure routine immunizations (Tetanus, Diphtheria, MMR) are up to date. Additionally, vaccines protecting against Hepatitis A and Typhoid are highly recommended due to risks associated with local food and water safety in certain regions.
- Other Vector-Borne Diseases: Certain tropical regions present risks of insect-borne illnesses such as Dengue, Zika, and Malaria. Travelers are responsible for packing appropriate insect repellent and consulting their physician regarding optional malaria chemoprophylaxis if visiting lowland jungle areas.
2.8. High-Altitude Awareness (Altitude Sickness / Soroche)
Many iconic destinations in Peru, including Cusco, the Sacred Valley, Machu Picchu, and Puno, are located at extreme high altitudes (above 2,500 meters / 8,200 feet). Travelers with pre-existing cardiovascular, respiratory, or other medical conditions must consult a physician regarding their fitness to travel. The Agency strongly advises factoring in a mandatory rest period upon arrival at high altitudes to acclimatize properly.
2.9. Passports
Every traveller, including children and infants, requires a valid passport to travel.
If your passport is endorsed in any way, please check with the relevant embassy. We recommend that all passports are valid for a minimum of 6 months after your scheduled return to your country as many countries require passport expiry dates to fall a considerable time beyond the dates of travel.
It can take at least six weeks to get an adult passport. Requirements may change and you must check the up to date position in good time before departure. If you renewed your current passport before the previous one expired, extra time may have been added to its expiry date. Any extra months on your passport over 10 years may not count towards the minimum time required for the destination(s) you are visiting. Check your passport
requirements with the appropriate embassy, high commission or consulate. It is your responsibility to ensure you hold passports that are valid for your trip. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.
2.10. Visas & entry requirements
Visa and entry information can change at very short notice. You must check any visa requirements with the appropriate embassy, high commission or consulate. For assistance with any visa enquiry, we recommend Travcour Visas. https://travcour-vls.com/
Some destinations require you to complete an entry form/s online prior to departure or arrival at your destination.
It is your responsibility to ensure you are in possession of all necessary travel documents before departure. Any costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation.
If failure to have any necessary travel or other documents (see also 2.9 – Health & Vaccinations, 2.10 – Passports) results in fines, surcharges or other financial penalty or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.
2.11. Our Commitment to You
We will arrange to provide you with the various services which form part of the itinerary/service you book with us. Before your booking is confirmed and a contract comes into existence, we reserve the right to increase or decrease, and correct errors in advertised prices and to change any of the information.
Changes will be made known to you at the time of booking. We reserve the right to refuse to accept any booking without needing to specify a reason why.
The prices we advertise are based on specially negotiated rates and fares. At the time of booking, if there is a lack of availability, we will endeavour to secure an alternative and you will be told the impact that this has on your holiday quote deposit before you book.
A booking is not accepted until we issue an invoice. The date shown on the invoice is the date of booking. Please check the details on the invoice carefully when you get it and if anything appears to be incorrect or incomplete, contact us or your Travel Agent immediately as it may not be possible to make changes later. We cannot accept any liability if we are not notified of any inaccuracy (for which we are responsible) in any document within 10 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside of this timeframe, but you must meet any costs involved in doing so.
2.10. Lima Experience’s price guarantee
Website guide prices can go up or down and we will give you the up to date price before you make a booking, including the cost of any peak season supplements, fuel surcharges, upgrades or additional facilities which you have requested. Once you have accepted this price and a booking has been made, the price is fully guaranteed and will not be subject to any surcharges.
Price does not include:
Unless otherwise stated, your booking does not include visa fees, overseas airport taxes, overseas porterage, any government taxes or compulsory charges to be paid locally, (these will be communicated within your documentation, where such fees are known to us); taxes, levies or other compulsory charges that require payment by you, directly. Where possible, we will advise you of any local charges that may be due. Optional excursions or activities booked during your holiday are payable by you. Any sundry costs incurred by you in preparation for your holiday, including but not limited to insurance, vaccinations, screening and medical certifications are at your own cost.
Pre-departure
If you want to change or cancel your itinerary
3.1. Changes or Additions To Your Itinerary
If you want to make changes to your itinerary arrangements after the invoice has been issued, we will do our best to assist but it may not be possible. Requests for changes must be made in writing by the lead name or their travel agent. Changes will be subject to an administration charge and payment of any further costs incurred as a result of the change. Costs are likely to increase, the closer to the departure date the changes are made. If we agree that you may change your booking to a service of lower value and then you cancel that holiday, we reserve the right to levy cancellation charges on the value of the original booking.
Scheduled tickets normally regard name changes as a cancellation and rebooking, so any alteration may incur a 100% cancellation charge in respect of the fare. Any changes to destination or routing may incur the loss of the original deposit collected. Date and name changes are permitted, subject to availability and the relevant charges imposed as per the operator’s own policies (details available on request). Any changes made may also result in additional charges due to an increase in airfare or charges imposed.
Please note that, save for the transfer of a booking (see below) or the addition of any offers made by Lima Experience which were not requested at the time of booking, it could not be possible to make changes within 30 days of your scheduled departure date.
3.2 Transferring Bookings
You can transfer your booking to another person who satisfies all of the conditions that apply to this booking, by giving us notice in writing at least 3 months before departure. Both you and the new traveller are jointly liable for paying all costs we incur in making the transfer. Additionally, an administration charge will be made of 50 USD per person for requests made more than 61 days before departure, and 100 USD per person within 61 days before departure. For flight-inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines and some other providers do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the ticket. If you request to change all names on a booking, this will be considered as a cancellation and subsequent new booking and full cancellation charges will apply for the original arrangements.
3.4 Cancelling Your Itinerary
If you or anyone on your itinerary decides to cancel the holiday, the lead name or their travel agent must notify us of the decision in writing as soon as possible. Any notification by telephone must also be followed up in writing before it can be accepted. Cancellation will take effect from the day written confirmation is received by us.
A cancellation invoice will be sent within 7 days. If you do not receive this, please contact us immediately in order to prevent an increase in charges. You may also confirm with us your booking has been cancelled.
Since we incur costs in cancelling your travel arrangements, the following scale of charges will be payable. Insurance premiums and amendment charges are not refundable in the event of cancellation. References to the deposit include all sums paid or payable at the time of booking.
Period prior to departure, notice of cancellation is received by us or your travel agent.
Cancellation charge per person cancelling prior to:
- 60 days or more before the trip
Only the value of refundable tours will be refunded.
Previously purchased tickets are non-refundable.
- Between 30 and 59 days before the trip
50% of the value of the tours will be refunded.
Purchased tickets are non-refundable.
- Less than 30 days before the trip. No refund applies.
Please be aware that in some instances, ticketing deadlines may result in higher cancellation charges being applied to your booking. Similarly, hotels may charge a higher cancellation fee and you may therefore be charged a higher amount than detailed above. Amendment and cancellation charges for bookings containing cruising elements will be applied in line with the cruise provider’s own booking conditions. These could be up to 100% of the total cost and may vary between providers. If you have taken advantage of an offer and paid a higher deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.
It is important to enquire for full details of cancellation terms at the time of booking and prior to cancellation. You must ensure that you have appropriate travel insurance in place for your needs. This should include, but not be limited to, cover against loss of deposit and cancellation fees.
4.1 Website/Brochure Accuracy
We rigorously check all itinerary information to ensure it is correct to the best of our knowledge before being published. Product descriptions and facilities may change before and after you book as our marketing material is prepared well in advance. Please check the up to date position at the time of booking as service providers may wish to maintain or improve their facilities. Times, carriers and routes are given for guidance only as there may be changes and details will be shown on your final itinerary and e-tickets. Tour, excursion, or itineraries may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year, events occurring in the destination or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long-term changes we will endeavour to advise you without undue delay.
4.2 Pricing Errors
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. We will endeavour to notify you at the time of booking of pricing errors (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different one. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
4.3 Changes
Tickets, timings, routings and days of operation shown on our website, in our brochures and/or detailed within your confirmation invoice are for guidance only and may be subject to change. They are set by operators and are determined by various factors. Any changes to such arrangements are outside of our control. We will advise you of any significant changes and any minor timing changes will be shown on your travel documentation, which you should check carefully when received. Any change, timings will not entitle you to cancel or change to other arrangements without paying our normal charges, except where specified in these conditions.
4.4 If We Change Or Cancel Your Itinerary/Tour Before Your Departure
We plan arrangements a long time in advance of your itinerary/tour using independent suppliers. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.
Examples of a significant change include: a change of accommodation to that of a lower category and/or price for the whole or a major part of your time away, a change of train/flight time. We do our best to avoid cancelling itinerary but we must reserve the right to do so and will only cancel your confirmed booking after you have made full payment where we are forced to do so as a result of ‘force majeure’ as defined below (see 4.5) or lack of minimum numbers.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
- a) accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service); or
If you find yourself in a situation where the arrangements have been modified, there are a couple of options available to you. The first option is to accept the changes that have been made. This means that you are willing to go ahead with the revised arrangements as they have been presented to you.
Accepting the changed arrangements may come with some additional benefits. For instance, if the changes involve downgrading to a lower category of service, you may be entitled to a refund for the price difference between the original and revised arrangements. This can help alleviate any potential financial burden caused by the modifications.
By accepting the changes, you are demonstrating flexibility and a willingness to adapt to new circumstances. This can be a positive approach, especially if you believe that the revised arrangements still meet your needs and requirements.
On the other hand, if you strongly disagree with the modifications or feel that they are not suitable for your situation, you may consider discussing your concerns with the relevant party. It’s important to communicate your thoughts and concerns openly and effectively to reach a resolution that satisfies both parties involved.
Remember, when faced with changes in arrangements, it’s essential to carefully evaluate the impact they may have on your goals and expectations. Taking the time to thoroughly consider your options will help you make an informed decision and ensure that you are comfortable with the changes being proposed.
- a) accepting the changed arrangements (with any refunds that may be due to you for changes to a lower category of service); or
- b) selecting an alternative itinerary/service from us of a similar standard to that originally booked, if available. You will be liable to us for any additional costs payable for the new arrangements; or
- c) cancelling the booking or accepting our cancellation of the booking, in which case you will receive a full refund of all monies you have paid to us, within 14 days.
Compensation will not be payable and no liability can be accepted where: (i) we are forced to make a change or cancel as a result of unavoidable and extraordinary circumstances beyond our control, the consequences of which we could not have avoided even if all reasonable measures had been taken, or (ii) we have to cancel because the minimum number of bookings necessary for us to operate your service has not been reached.
No compensation will be payable if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time or sending the personal information late) or where a change is a minor one.
4.5 Changes Due To Circumstances Beyond Our Control
Except where otherwise expressly stated in these booking conditions, we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by, or you otherwise suffer any damage, loss or expense of any nature as a result of, “force majeure”. In these booking conditions, “force majeure” means any unavoidable and extraordinary circumstances beyond our control which we or the supplier of the service(s) in question could not have avoided, even if all reasonable measures had been taken. Such events may include but are not limited to, whether actual or threatened: war, riot, civil strife, terrorist activity and its consequences, industrial dispute, natural or nuclear disaster, adverse weather conditions; epidemics, pandemics or other outbreaks of illness, fire and any other situations which are outside our control.
4.6 Tours
Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, content, routing or order of an itinerary. Unless the change significantly alters the holiday, no refunds or compensation will be payable.
4.7 Minimum Numbers
Some of our trips/tours require a minimum number of participants to enable us to operate them. We will indicate at the time of booking whether a particular tour is subject to a minimum number of participants. If the minimum number is not reached, we reserve the right to cancel your booking. You will then have the choice of booking an alternative tour with us, changing your departure date at the appropriate additional cost, or having a refund of monies paid. No compensation will be payable, and we are unable to offer refunds of any associated costs e.g. insurance, visas etc.
On Holiday
5.1 Our Commitment To You For Your Itinerary Arrangements
a) We promise to ensure that the itinerary arrangements we have agreed to make, perform or provide as part of our contract with you are delivered with reasonable skill and care. You must inform us without undue delay of any failure or improper performance of the travel services included in this package. It is your responsibility to show that reasonable care and skill has not been used if you wish to make a claim against us and we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
- b) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –
- i) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party, or
- ii) the act(s) and/or omission(s) of a third party not connected with the provision of your itinerary, and which were unforeseeable or unavoidable, or
iii) unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. See ‘force majeure’ as defined in 4.5 – Changes Due To Circumstances Beyond Our Control.
- c) Further to (b) above, our liability will also be limited in accordance with and/or in an identical manner to:
- i) The contractual terms of the companies that provide the travel services which make up your package. These terms are incorporated into this booking.
- d) Under Code of Consumer Protection and Defence, Civil Aviation of Peru and the Andean Community law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. However, reimbursement in such cases will not automatically entitle you to a refund of your itinerary cost from us. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount.
- e) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable care and skill as set out above and we do not have any greater or different liability to you.
- f) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of your country which would have applied had those services been provided in your country. The exception to this is where the claim or complaint concerns the absence of a safety feature which might lead a reasonable maker to refuse to take the arrangements in question. Please note, however, our obligation is to exercise reasonable skill and care as referred to in 5.1(a). We do not make any representation or commitment that all services will comply with applicable local laws and regulations and failure to comply does not automatically mean we have not exercised reasonable skill and care.
- g) Our suppliers (such as airlines, accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider’s or other supplier’s liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
- h) Operational decisions may be taken by air carriers, airports, train stations, ports… resulting in delays, diversions, overbookings, downgrades or rescheduling. Lima Experience has no control over such decisions and is therefore unable to accept responsibility for them. Where, as a result of unavoidable and extraordinary circumstances we are obliged to change or end your services after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or damage to luggage and/or personal possessions.
- i) Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by Lima Experience, and for whom Lima Experience acts only as an agent (if we make a booking for you). If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your
contracted itinerary arrangements with us. See 1.6 – Services Outside of your Contract with Lima Experience. The contract will be subject to the excursion/activity provider’s terms and conditions, some of which may exclude or limit its liability to you and will be governed by local law and jurisdiction. Lima Experience accepts no liability for any breach of contract or act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy.
5.2 If We Curtail Your Itinerary After Departure
Very rarely, we may be forced by “force majeure” (see 4.5 – Changes Due To Circumstances Beyond Our Control) to change or terminate your itinerary after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result. Please ensure you have adequate travel insurance in place to cover any such eventuality.
5.3 Curtailment
If you abandon or cut short any element of your itinerary and/or return home early in circumstances where
- i) you have no reasonable cause for complaint about the standard of accommodation and/or the holiday services provided, or
- ii) any lack of conformity could reasonably have been remedied via the provision of alternative arrangements by Lima Experience or an appropriate price reduction, your decision to curtail will be deemed elective. No refunds will be payable for any unused elements of your itinerary, and we will not be in a position to assist with any associated costs that you incur while making onward arrangements and/or returning home. We will, however, be happy to provide you with general assistance upon request. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
5.4 Behaviour
If, in our reasonable opinion or in the opinion of any other person in authority, your behaviour is causing or is likely to cause danger, upset or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your itinerary. Should this happen, no refund or compensation will be paid to you or any member of your travelling party and we will have no further responsibility for your holiday arrangements, including your return travel.
5.5 If You Have A Complaint While You Are On Holiday
You must bring any complaint to the attention of our local representative or agent and the hotel immediately and they will do their best to rectify the situation. If matters remain unresolved, your concerns must be brought to the attention of the Lima Experience Duty Officer, without undue delay (see 5.6 Duty Officer). It is unreasonable to delay or take no action whilst on holiday, but then to complain upon your return and this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
5.6 Lima Experience Duty Officer
Lima Experience offers assistance for emergency situations and to help resolve any general issues while you are on holiday. The group provided on WhatsApp is a messaging service and our Duty Assistant will return your call/message.
On return from your holiday
6.1 Surveys
As a valued customer, we may periodically send you email surveys to complete, so we can track your satisfaction throughout the course of your booking journey.
We would like to know about your experience with Lima Experience before, during and after you travel and whether there are any elements of our service that you feel we could look to improve along the way.
6.2 If You Had A Problem
If a problem remains unresolved during your holiday, you should make a complaint in writing to Lima Experience within 28 days of the completion of the itinerary. Please direct your correspondence to our Customer Support team at info@limaexperience.com quoting your booking number and a daytime telephone number. We will acknowledge your correspondence as soon as possible and aim to reply to you within 28 days.
General information
7.1 Law & Jurisdiction
Peruvian Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description (hereinafter referred to as “claim”) which arises between us.
7.2 Health, Safety & Security Abroad
We take the safety and security of our customers extremely seriously. If the Peru Government advises that people should not visit a particular destination and we reasonably believe this is going to affect your itinerary arrangements, we will act on this and we reserve the right to cancel your services. However, we are sure you appreciate from press and television coverage that the political, economic and social conditions in this brochure are not as stable as you are used to in your country. Sadly, crimes against both people and their property are a fact of life the world over, and when in a foreign country it is very important to be extra vigilant and avoid drawing attention to yourself. Travellers have the same responsibility for their health, personal safety and that of their possessions as they do at home.
We sell itineraries to many parts of Peru, some of which do not conform to your country’s health and safety standards. We request that all hotels comply with the local regulations applicable in their country for health and safety, but we cannot guarantee that these meet your country standards and therefore urge you to undertake reasonable precautions to protect your travelling companions and yourself whilst on holiday.
7.3 Data Protection Policy
In order to process your booking, send you a personalized itinerary or respond to an enquiry, we need to collect personal data from you. Depending on what’s required, the personal data we collect may include names and contact details, credit/debit card or other payment information and special requirements such as those relating to any disability or medical condition which may affect holiday arrangements and any dietary restrictions which may disclose your religious beliefs (“sensitive personal data”). All references in this privacy policy to personal data include sensitive personal data unless otherwise stated. The person who makes the booking is responsible for ensuring that other members of your party are aware of our booking conditions and this privacy policy and that they consent to your acting on their behalf in your dealings with us.
We may disclose personal data to companies within the Lima Experience Group for business purposes and to companies who act as data processors on our behalf. In making your booking, you consent to personal data being passed on to the relevant suppliers and other third parties. We take appropriate technical and organisational measures which are intended to prevent unauthorised or unlawful processing of personal data and accidental loss or destruction of, or damage to, personal data.
By making a booking with us, you agree to allow your insurers, their agents and medical staff to disclose relevant information to us in circumstances where we may need to act in your interests or in the interests of everyone in any group with whom you are travelling.
For information on how we collect, process and manage your data in line with the General Data Protection Regulation please refer to Privacy Policy for Lima Experience.
You are generally entitled to ask us what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed.
Please identify any such enquiry as a Subject Access Request and direct your enquiry to a member of our Customer Services team at info@limaexperience.com who will respond to you within one month. In certain circumstances we are entitled to refuse your request. If you believe that any of your personal data which we are processing is incorrect, please contact us immediately so it may be updated.
Important Travel Information
Travel insurance
This is a vital part of any travel so please ensure you take out adequate travel insurance as soon as your booking has been confirmed. It is essential that you discuss both your itinerary and your specific needs with your policy provider to ensure you are suitably protected.
Our Staff
We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, we are committed to on-going training, part of which involves the recording of phone calls and the retention of other media communications, in line with our Privacy Policy, which can be found at our web.
Representative Services
Please note that we do not have representative services available in all the cities we feature and therefore you will not necessarily be met upon arrival. Please ensure you refer to your itinerary which will provide the appropriate contact details should you need assistance whilst on holiday.
’From Prices’
Lima Experience offers the flexibility to create your own itinerary from the range of accommodation and services available. A ‘from’ price is indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel and choice of accommodation. Please call our Sales team or visit our website for further information about services and prices.
Meals
Breakfasts are included in this trip, breakfast will be part of the accommodation you will be assigned to. Any additional meals must be made direct to the restaurant. No refunds on meals not taken can be given.
- ii) Special dietary requirements/food allergies can seldom be catered for adequately within the constraints of a table d’hôte menu and not all destinations recognise the needs of those with dietary requirements/allergies, equally. As such, we are unable to guarantee that any such requirements will be adequately met. Anyone with special requirements/food allergies, should consider which meal plan is most suitable for their needs and it is important to discuss this prior to making a booking. We would recommend eating offsite in the local restaurants. In addition to notifying Lima Experience of any such requirements at the time of booking, it is your responsibility to bring these needs to the attention of our suppliers promptly upon commencement of the service(s) they are providing to you, so they can assist you, locally.
iii) Supplements for optional meal plans offer you the opportunity of being able to budget for extra costs before you go. In some cases, you may find the cost of the meal cheaper locally, however we regret that it will not be possible to refund the difference either during or after your holiday.
Public Holidays / Local Festivals / Events
Some celebrations may result in a reduction of facilities, entertainment and the availability of alcohol. Regional/local festivals and events may also take place throughout the year. You should research if you have concerns about what impact these may have on your holiday. Local tourism offices can often be found online should you wish to check for information prior to booking.
Holiday Seasons
Some of the destinations that we feature have quieter ‘off peak’ periods when you can take advantage of uncrowded places and a more personal attention from hotel staff at excellent prices. At this time, it may be necessary for hotels to scale down the size of some of their facilities, such as restaurants, to match demand.
Peak Season Supplements
During peak periods such as Christmas and Easter when demand outstrips the supply of seats and accommodation, you may find that supplements are added to the cost of your holiday. The supplements may be for certain holiday departures and/or accommodation on specific dates. They do not necessarily indicate that additional services will be provided. The cost of these supplements will be quoted to you at the time of booking and are applied by the supplier, not Lima Experience.
Other Hotel Guests
Many hotels accommodate weddings, conventions and conferences. Also, some destinations may have an influx of groups such as students, associations or clubs. We have no control over the acceptance of bookings at the hotels that we feature. We are therefore unable to accept responsibility for any inconvenience caused by such groups or their activities.
Building & Development Work
Many hotels and resorts are continuing to develop, sometimes rapidly and intensively and often with little or no advance warning. Whilst we have no control over such work, as a responsible tour operator, it is important to us that you are aware of any significant building/refurbishment work that may be going on during your stay. General refurbishment at hotels is necessary to maintain standards but if we are informed of such work where this can reasonably be expected to have an effect on your holiday, we will endeavour to notify you of it as soon as possible, however near to your departure this may be.
Water/Electricity Supplies
In many of the less sophisticated towns we feature, the water and electricity services struggle to keep up with the increased demands from tourism. Limited rainfall can put further pressure on their provision. Whilst hotels do everything possible to maintain full services, power cuts and/or water restrictions may be experienced that are outside of their control. We cannot be held accountable for such occasions where outages or interruptions arise.
Accommodation In The Jungle
In many hotels, ‘insects’ in the rooms (e.g. ants, cockroaches etc.) and the occasional rodent sighting around the hotel grounds are almost inevitable. It should by no means be taken as a sign of dirtiness, as it is simply a fact of life in these destinations. Likewise birds, cats and dogs may also be seen in resort areas.
Transport / entry requirements
Valuables and Medication
We recommend that a change of clothes, along with any valuables and essential items such as medication, are carried in your hand luggage while travelling; however please ensure you check the rules of the airline you are flying with, along with those of the country you are visiting, carefully. There may be restrictions or requirements in place, such as carrying certain types of medication.
If you intend to take any medication away with you on your holiday, please plan for any special arrangements you may need to make. Please ensure you do this in good time before you are due to depart, to ensure you do not experience any difficulties during your trip.
Under 18’s Travelling Without Parents
Please note, minors travelling without their parents may need to have written authority from them confirming they are permitted to travel. This should be translated where necessary, with both copies notarised. You must ensure that you check the specific requirements for any country that you are travelling to or transiting through. Failure to provide the correct documentation may result in denied boarding or being refused entry. Domestic border control may require the same upon your return home. It is your responsibility to ensure that all necessary paperwork is obtained in good time before departure.
Group Transfers
Our holidays include group transfers from airports/hotels and vice versa unless otherwise stated on the appropriate pages or your documentation. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group, with stops being made on route to drop off/pick up other clients. The duration of your transfer will be dependent upon the individual arrangements required. In many destinations, we also offer the choice of upgrading to your own private transfer at the appropriate cost.
Where we are unable to provide group transfers as an option, private transfers will be quoted within your itinerary arrangements. Please note some transfer arrangements may require reconfirmation locally. Be sure to check your travel documentation prior to departure.
Car seats for children
Child seats are not provided for transfers and the legislation varies from country to country. If you specifically require a car seat, we advise you to either take your own or speak to your Personal Travel Expert, who can try to arrange this for you. There may be an additional charge for the provision of child car seats.
Seat Requests
Please ensure that you check in early if you have a particular seat preference, we have no control over the allocation of seats even if a request has been made with them to pre-book specific seats for you and the provision of particular seats does not constitute a term of your contract with Lima Experience. Although some transportations offer the facility to book seats online, this is not always possible when booking an itinerary through us, as the holidays we offer are based on special Tour Operator fares.
Direct Flights
A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made on route for re-fuelling or to let passengers on and/ or off. Details of any stops will be given on your itinerary wherever possible.
Code Share Flights
It is a common practice for scheduled airlines to use a code share system, which may include you flying with a partner airline. Where this situation arises, it is not classed as a major change.
Scheduled and ‘No Frills’ Carriers
‘No frills’ flights do not generally include refreshments or in-flight meals. Please check with one of our Personal Travel Experts if this is important to you.
Flying times
The times given in this brochure are approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en route or when changing aircraft). Where no figures are shown, we do not offer direct or same day connecting flights.
General
Excursion/Meal Packages
Excursion or meal packages which are offered are not always cheaper than buying the same arrangements locally. It is often the case that these packages are offered for the convenience of being both booked and paid. The cost of any unused tours within excursion packages may not be refunded.
Local Purchases
We cannot accept responsibility for any items you may purchase locally e.g. jewellery/furniture etc. and the quality and value of such cannot be guaranteed.
We recommend that you check whether or not any extra charges will be payable for import duty or freight as we are unable to assist with any costs you may incur in this respect.
Weather & Tidal Conditions
Information is supplied by the Meteorological Office, local tourist offices and other sources and is offered as a general guide only. Please note that many of the destinations we feature have heavy rainfall and strong winds, and do occur at certain times of the year. Most people go on holiday to spend time in the sunshine and although adverse weather conditions can be very frustrating, Lima Experience cannot assume any responsibility for the statistical information provided, nor accept liability to make refunds or pay compensation for alternative arrangements, damage to property or curtailed holidays as a result of such conditions.
Some destinations featured are subject to tides at specific times of the year which can affect swimming. Depending on the destination you have chosen, there may be restrictions on areas where it is safe to swim due to strong currents or sea defences which protect the local beaches. We strongly recommend you listen to local advice to ensure your own safety. Please refer to meteorological websites for the latest and most up-to-date information on tides for the destination you intend to travel to.
Volunteering Holidays
The volunteering element of your holiday involves working and, where applicable, staying in locations which tourists do not usually visit. These locations are often remote and the conditions for the people who live there are generally basic. Volunteering is not a conventional holiday activity and the organisations with whom we work do not provide services for tourists. Whilst we will endeavour to carry out certain health and safety checks on any
accommodation you are intended to stay in, these checks will be limited. We do not carry out health and safety checks on the other elements of your volunteering experience as it is not practical for us to do so. We make no representations or promises as to the conditions you will encounter during your volunteering experience or that there will be compliance with any minimum standards of health, safety or hygiene. You must therefore exercise caution and take all appropriate steps to protect yourself against the risks involved.
Whilst volunteering, you are likely to come into contact with both wild and domestic animals. All animals, including domesticated ones, are unpredictable and capable of causing injury and even death. They may also carry disease or parasites which may be passed on by close contact with the animal or its faeces. You must therefore exercise a great deal of caution and take responsibility for your own safety in any situation where animals are, may be or have been present. All instructions and guidance provided in relation to any animal, whether in advance or by anyone accompanying you, must be followed at all times and no animal must be touched or approached unless you are specifically invited to do so. As we cannot control any animal nor predict its behaviour, we cannot accept any liability for any injury, illness, death, loss, damage or other claim of any nature which you suffer in connection with any animal.
Photographs
The images featured in our brochures and online have been used by kind permission of our business partners and are protected by copyright.
