At Volga Tours, we understand that travel plans can change. This policy details the procedures and conditions under which modifications and cancellations can be made, and how refunds or payment returns are handled. Transparency is our priority.
1. Modification and Change Policy
All requests for changes must be made in writing to your travel advisor’s email address. The possibility of making changes is subject to the availability of services and the following conditions:
1.1 Changes to Names or Dates
- Date Adjustments: If the date change is requested more than 60 days in advance, we will do our best to apply it at no administrative cost on our part, although a rate difference may apply if the new services are more expensive.
- Less than 60 days: Date changes are subject to an administrative fee and penalties imposed by our suppliers (hotels, trains, admission tickets), which can be significant.
- Non-Flexible Tickets: Please note that tickets to Machu Picchu, the Inca Trail, and train tickets are non-transferable and cannot be modified or endorsed. A change of date for these services generally requires cancellation and the purchase of a new ticket, assuming the original total cost.
1.2 Changes to the Itinerary (Services)
Any request to downgrade or change the category of a service (e.g., changing from a 5* to a 4* hotel) will result in a recalculation of the price. If the modification results in a lower amount than that paid, the credit balance will be handled according to the refund policy, minus any applicable administrative fees.
2. Cancellation and Return Policy (Refunds)
Cancellations must be notified in writing to Volga Tours by the person who made the reservation. The date of receipt of the email will determine the application of penalties.
2.1 Cancellation Penalties
The following deductions (penalties) will be applied to the total cost of the package, which are detailed in our Terms and Conditions, and cover administrative costs, bank fees, and non-recoverable payments to suppliers:
| Cancellation Period (Before the Start Date) | Retention Rate | Comments |
| More than 60 days | Retention of the initial deposit | The deposit is always non-refundable. |
| Between 59 and 30 days | 50% of the total cost of the tour | |
| Between 29 and 15 days | 75% of the total cost of the tour | |
| Less than 14 days | 100% of the total cost of the tour | No refunds apply. |
2.2 Non-Refundable Services
Important: Under no circumstances will the cost of the following items be refunded, due to government and Peruvian operator policies:
- Entrance tickets to Machu Picchu.
- Permits for the Inca Trail (or any trek with limited quotas).
- Train tickets (PeruRail, IncaRail).
- Domestic or international airline tickets already issued.
3. Return Process (Refund)
Once the reimbursable portion has been accepted and calculated, the process is as follows:
- Calculation: The amount to be refunded is calculated by subtracting the penalty amount and administrative expenses (including original payment fees that are not recoverable).
- Processing Time: Volga Tours will process the refund within 30 business days from the date of acceptance of the refund.
- Refund Method: Refunds will preferably be made using the same payment method used for the original transaction (e.g., credit card reversal, bank account transfer).
- Financial Costs: Any bank charges or transfer fees incurred in making the refund will be deducted from the amount to be refunded.
4. Cancellation due to Force Majeure (by the Company)
If Volga Tours is forced to cancel the tour due to force majeure (natural phenomena, strikes, government shutdowns) that make it impossible to provide the service:
- You will be offered an alternative trip of equal or greater value.
- If you accept a lower-value alternative, the difference will be refunded.
- If it is not possible to offer a viable alternative or you do not accept it, a full refund of the amount paid will be made, minus the costs of non-refundable tickets and services (points 2.2) and minimum administrative expenses.
5. Key Recommendation: Travel Insurance
To protect your investment and avoid losing money due to unexpected cancellations, Volga Tours strongly recommends that you take out travel insurance that includes coverage for trip cancellation and/or interruption. If you have insurance, we will provide you with all the necessary documentation so that you can claim any penalties imposed directly from your insurer.