At Volga Tours, we work tirelessly to ensure that every trip to Peru is an unforgettable experience. However, if our services have not met your expectations, or if you have experienced any issues, we provide you with our electronic Complaints Book, in accordance with current regulations in the Republic of Peru.
Your feedback is crucial. We understand that a complaint is not just a complaint, but an invaluable opportunity to improve our processes and ensure the excellent service you deserve.
We guarantee transparency, reliability, and strict compliance with the response times established by Peruvian law.
What is the Complaints Book?
The Complaints Book is a legal tool that allows you to formally and securely file a Complaint or Claim with the company, in accordance with the Consumer Protection and Defense Code (Law No. 29571).
| Concept | Definition |
| CLAIM | Disagreement directly related to the products, tours, or services offered by Volga Tours. (E.g., the contracted service was not provided under the conditions offered). |
| COMPLAINT | Dissatisfaction or discontent regarding the customer service received, or a suggestion to improve the travel experience. (E.g., excessive waiting time, staff treatment). |
Submission Process and Response Deadlines
To ensure compliance with the law and the effective processing of your request, please follow these steps:
1. Access to the Form
Click on the link or image of the electronic form at the end of this section.
2. Data Entry
You must complete all fields marked as essential:
- Consumer identification details (Name, ID/Passport, Email, Phone Number).
- Details of the Complaint or Claim (Date of incident, Amount Claimed if applicable).
- Clear and accurate description of the facts.
3. Shipping and Confirmation
Once you have submitted the form, you will receive an automatic electronic copy of your registration. The date of submission will be the date shown on the confirmation.
4. Response Time
In accordance with Peruvian law, Volga Tours has a maximum period of thirty (30) calendar days to provide a formal response to the email address provided on the form. This period may be extended exceptionally for an additional 30 days, subject to prior notification to the consumer.
IMPORTANT: BEFORE MAKING A CLAIM
If your request concerns a request for information, a change to a reservation, a cancellation, or a refund that does not involve dissatisfaction with the service already provided, we strongly recommend that you first contact our Customer Service department via:
- Customer Service Email: [Insertar email de soporte, ej. soporte@volgatours.com]
- Contact Phone/WhatsApp: [Insertar número de contacto principal]
Most requests are resolved more quickly through our regular service channels.
Official Electronic Complaints Book Form
Click on the image or the link below to access our online form.
[ [IMAGEN o BOTÓN: Acceso al Formulario del Libro de Reclamaciones Electrónico] ]
<center> [ENLACE AL FORMULARIO OFICIAL DEL LIBRO DE RECLAMACIONES] </center>
This Complaints Book is a formal record-keeping tool. The competent authority responsible for ensuring compliance with consumer rights in Peru is the National Institute for the Defense of Competition and Intellectual Property Protection (INDECOPI).