Terms and Conditions

The digital travel agency Andina Reisen (hereinafter, “THE AGENCY”) is owned by ANDINA REISEN S.A.C., identified with RUC No. 20614344858, with the following contact information:

Contact email: hola@andinareisen.com
Registered address: Calle Manuel Bonilla 211, Interior 703, Surquillo District, Lima Province and Department, Peru.

These Terms and Conditions apply to the use of this website, as well as to all quotations, reservations, purchases, services, communications, acts and contracts entered into between users, clients or travellers and ANDINA REISEN S.A.C.

By accessing this website, requesting a quotation, confirming a reservation, making a payment or purchasing any travel service through THE AGENCY, the user declares that they have read, understood and accepted these Terms and Conditions.

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1. About Andina Reisen

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Andina Reisen is a digital travel agency and travel designer. In this role, THE AGENCY assists travellers in understanding their interests, preferences and budgets; helps clients discover unique and carefully selected experiences; suggests personalized itineraries; and supports the planning and coordination of travel arrangements through curated packages and professional destination expertise.

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THE AGENCY may act as an organizer, coordinator, intermediary or commercial representative for travel-related services provided directly by third-party suppliers, including but not limited to hotels, transport companies, tour operators, guides, restaurants, airlines, travel assistance providers and local experience providers.

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2. Scope of Services

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The services offered by THE AGENCY may include, among others:

• Design of personalized travel itineraries.

• Hotel and accommodation reservations.

• Transfers and private or shared transportation.

• Tours, excursions and travel experiences.

• Coordination with local suppliers and destination specialists.

• Assistance before and during the trip.

• Issuance of quotations, confirmations and travel documentation.

• Other tourism-related services agreed with the client.

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The exact services included in each booking will be detailed in the corresponding quotation, itinerary, confirmation email or commercial proposal.

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Any service not expressly included in the quotation or confirmation shall be considered excluded.

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3. Quotations and Prices

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All quotations issued by THE AGENCY are based on availability, supplier conditions and prices valid at the time of issuance.

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Unless expressly stated otherwise, quotations do not guarantee availability or final price until the reservation has been confirmed and the corresponding payment has been received.

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Prices may vary due to changes in availability, exchange rates, taxes, supplier rates, seasonal supplements, entrance fees, transportation costs or other factors beyond the control of THE AGENCY.

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THE AGENCY will inform the client of any relevant change before confirming the reservation whenever possible.

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4. Reservation Confirmation

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A reservation shall be considered confirmed only when:

• The client has accepted the quotation or travel proposal.

• The required payment or deposit has been received.

• THE AGENCY has issued a written confirmation by email, message or other official communication channel.

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Until these conditions are met, services remain subject to availability.

The client is responsible for carefully reviewing the confirmation documents, including names, dates, services, destinations, schedules and other travel details. Any error must be reported immediately to THE AGENCY.

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5. Payments

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Payment conditions, deadlines, accepted methods and currency will be indicated in the quotation, invoice, payment link or confirmation document.

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Failure to make payments within the established deadlines may result in the automatic cancellation of the reservation, loss of availability, application of penalties or modification of the quoted price.

Bank fees, payment processor fees, exchange rate differences, international transfer costs or other financial charges shall be borne by the client, unless expressly agreed otherwise.

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THE AGENCY may request partial or full payment depending on the nature of the service, supplier requirements, travel dates or cancellation conditions.

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6. Cancellations, Changes and Refunds

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Cancellation, modification and refund conditions depend on the policies of each supplier and the specific conditions of the purchased service.

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The client must submit any cancellation or modification request in writing to THE AGENCY.

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Depending on the case, cancellations or changes may be subject to penalties, administrative fees, supplier charges, non-refundable amounts, exchange rate differences or other applicable costs.

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Certain services may be non-refundable, non-changeable or subject to strict cancellation policies, especially during high season, holidays, special events, promotional rates, entrance tickets, airline tickets, train tickets, cruises or services with limited availability.

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THE AGENCY will inform the client of the applicable conditions before or at the time of confirmation, whenever such information is available.

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Refunds, when applicable, will be processed according to the terms of the corresponding supplier and may take time depending on banks, payment processors or third-party providers.

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7. Passports, Visas and Health Requirements

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All travellers must have a valid passport with a minimum validity of six months beyond the date of departure, unless the destination country establishes a different requirement.

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Travellers are responsible for complying with passport, visa, immigration, customs, vaccination, health and entry requirements applicable to their nationality, destination, transit countries and travel dates.

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THE AGENCY may provide general information regarding travel documentation requirements; however, such information is provided for guidance only and may change without prior notice.

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Travellers must verify updated requirements with the corresponding embassies, consulates, immigration authorities, airlines or official government sources before travelling.

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In the case of group travel, the group leader is responsible for ensuring that all members of the group possess the necessary travel, immigration and health documents prior to departure.

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THE AGENCY shall not be liable if a traveller is denied boarding, entry into a country, access to a service, accommodation, transport or activity due to lack of documentation, expired documents, visa issues, health requirements or failure to comply with applicable regulations.

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Any fines, penalties, additional costs, cancellations, losses or expenses arising from the traveller’s failure to comply with such requirements shall be borne exclusively by the traveller.

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8. Travel Insurance

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THE AGENCY strongly recommends that all travellers purchase adequate travel insurance covering medical expenses, accidents, trip cancellation, interruption, loss of luggage, delays, repatriation and other unforeseen events.

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In some destinations or services, travel insurance may be mandatory.

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If the client decides not to purchase travel insurance, they assume full responsibility for any costs, losses or damages that may arise during the trip.

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9. Responsibilities of the Client

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The client is responsible for:

• Providing accurate, complete and updated personal and travel information.

• Reviewing all quotations, confirmations, itineraries and travel documents.

• Making payments within the established deadlines.

• Arriving on time for transfers, tours, flights, trains, activities and scheduled services.

• Complying with the rules, schedules and conditions of each supplier.

• Respecting local laws, customs, communities, natural areas and cultural heritage.

• Informing THE AGENCY in advance of any relevant medical condition, dietary restriction, mobility limitation or special requirement.

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THE AGENCY shall not be responsible for consequences arising from incorrect information provided by the client or failure to comply with the obligations described above.

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10. Third-Party Suppliers

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Many travel services are provided directly by independent third-party suppliers, such as hotels, transport companies, local operators, guides, airlines, restaurants, museums, parks and experience providers.

THE AGENCY carefully selects and coordinates with suppliers; however, it does not directly control the operation, internal policies, infrastructure, personnel, schedules or decisions of such third parties.

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Therefore, THE AGENCY shall not be liable for acts, omissions, delays, accidents, cancellations, schedule changes, overbooking, service failures, negligence or decisions attributable directly to third-party suppliers, except where applicable law establishes otherwise.

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In the event of an incident involving a supplier, THE AGENCY will provide reasonable assistance to the client and seek an appropriate solution according to the circumstances and applicable supplier policies.

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11. Changes Due to External Circumstances

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THE AGENCY may modify, replace, reschedule or cancel services when necessary due to circumstances beyond its control, including but not limited to:

• Weather conditions.

• Natural disasters.

• Social conflicts, strikes, protests or road blockades.

• Government decisions or restrictions.

• Health emergencies or pandemics.

• Closure of airports, roads, ports, museums, parks or tourist attractions.

• Supplier cancellations or operational issues.

• Security risks.

• Force majeure or unforeseeable events.

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In such cases, THE AGENCY will make reasonable efforts to offer alternatives, reschedule services or coordinate solutions with suppliers. However, THE AGENCY shall not be responsible for additional expenses, losses or damages caused by events beyond its reasonable control.

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12. Changes Requested by the Client During the Trip

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Any change requested by the client during the trip will be subject to availability, supplier approval and additional costs.

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THE AGENCY will assist the client whenever possible, but cannot guarantee that changes can be made once the trip has started.

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Additional costs resulting from changes requested by the client shall be paid by the client before the modified service is provided, unless otherwise agreed.

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13. Behaviour and Conduct

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Travellers must behave respectfully toward other travellers, local communities, guides, suppliers and THE AGENCY’s representatives.

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THE AGENCY or its suppliers may refuse, suspend or terminate services if a traveller behaves in a violent, offensive, unsafe, illegal, discriminatory or disruptive manner, or if their conduct puts themselves, others or the proper execution of the service at risk.

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In such cases, no refund shall be granted, and any additional costs shall be borne by the traveller.

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14. Minors

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Minors must travel accompanied by their parents, legal guardians or duly authorized adults.

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The client is responsible for ensuring that minors have all required authorizations, travel permits, identity documents, visas and any other documentation required by Peruvian or foreign authorities.

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THE AGENCY shall not be responsible for denied boarding, denied entry or cancellation of services caused by missing or insufficient documentation for minors.

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15. Website Use

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Users agree to use this website lawfully and responsibly.

The following actions are prohibited:

• Using the website for illegal or fraudulent purposes.

• Attempting to access restricted areas without authorization.

• Interfering with the operation, security or integrity of the website.

• Copying, reproducing or using content without authorization.

• Providing false, incomplete or misleading information.

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THE AGENCY may restrict access to the website or its services if misuse is detected.

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16. Intellectual Property

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The texts, images, videos, designs, logos, trademarks, itineraries, travel proposals and other content used on THE AGENCY’s website, social media, commercial materials and communications are owned by ANDINA REISEN S.A.C. or used with authorization from suppliers, institutions, photographers, collaborators or third parties.

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Unauthorized reproduction, distribution, modification, commercial use or publication of such content is prohibited without prior written authorization.

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17. Personal Data Protection

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The processing of personal data by THE AGENCY is governed by its Personal Data Protection Policy and by Peruvian Law No. 29733 – Personal Data Protection Law and its Regulations.

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Personal data provided by clients may be used to manage quotations, reservations, payments, communications, travel services, legal obligations and other purposes related to the provision of services.

For more information, users should review THE AGENCY’s Personal Data Protection Policy.

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18. Communications

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THE AGENCY may communicate with clients through email, telephone, WhatsApp, social media, forms, digital platforms or other physical or electronic channels.

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The client authorizes THE AGENCY to use these channels for communications related to quotations, reservations, payments, travel coordination, service updates, emergencies, post-sale support and, when authorized, promotional information.

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If any communication is considered unwanted or inappropriate, the client may contact THE AGENCY at:

hola@andinareisen.com

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19. Complaints and Claims

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In accordance with Peruvian consumer protection regulations, THE AGENCY shall make available to consumers a Complaints Book in physical or virtual format, as applicable.

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Users may submit complaints or claims related to the services received through the channels made available by THE AGENCY.

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The submission of a complaint or claim does not prevent the consumer from using other dispute resolution mechanisms or filing a complaint before the competent authority.

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In Peru, suppliers must provide a Complaints Book to consumers in physical or virtual format when requested, including for online sales platforms.  

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20. Limitation of Liability

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THE AGENCY shall be responsible for fulfilling the services expressly agreed with the client, according to the confirmed quotation, itinerary or booking document.

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However, THE AGENCY shall not be liable for damages, losses, delays, cancellations, additional expenses or inconveniences caused by:

• Acts or omissions of the client.

• Incorrect or incomplete information provided by the client.

• Failure to comply with documentation, visa, immigration or health requirements.

• Acts or omissions of third-party suppliers.

• Force majeure or events beyond the reasonable control of THE AGENCY.

• Decisions of authorities, airlines, hotels, transport companies or other independent providers.

• Changes in weather, security, health, social or political conditions.

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Nothing in these Terms and Conditions shall limit any rights that consumers may have under mandatory applicable law.

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21. Applicable Law and Jurisdiction

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These Terms and Conditions are governed by the laws of the Republic of Peru.

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Any dispute, controversy or claim arising from the interpretation, execution or validity of these Terms and Conditions shall first be addressed through direct communication between the client and THE AGENCY.

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If no agreement is reached, the parties may resort to the competent authorities or dispute resolution mechanisms established under Peruvian law.

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22. Updates to these Terms and Conditions

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THE AGENCY may update or modify these Terms and Conditions at any time to reflect changes in its services, legal obligations, commercial practices or internal procedures.

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The updated version will be published on THE AGENCY’s website and will apply from the date of publication, unless otherwise stated.

SERVICES NOT USED

Some services may be interrupted or cancelled due to weather conditions, force majeure, acts of nature, strikes, etc., or other parties outside the control of the hotels, airlines and other suppliers, THE AGENCY or its partners. No refunds will be made as a result of these interruptions or cancellations beyond our control.