Cancellation and Refund Policy

1. Purpose and Scope

This Cancellation and Refund Policy explains how cancellation requests, changes, missed departures, service interruptions, and refund requests are handled for tourism services arranged by BIRD GREEN EXPEDITIONS.

The applicable outcome may depend on the type of service, the time remaining before departure, whether tickets or reservations have already been issued, the conditions of independent suppliers, and the reason for cancellation.

This Policy must be read together with the Terms and Conditions, Booking Policy, and Advance Payment Policy. Nothing in this document removes consumer rights that cannot legally be waived.

2. How to Request a Cancellation

Travelers who wish to cancel a booking must submit a written request through the official communication channel used for the reservation or another official channel designated by the Company.

The request should include:

• Full name of the person who made the booking.
• Booking reference, if available.
• Name and date of the tour or service.
• Number of participants affected.
• Reason for cancellation, where the traveler wishes to provide it.
• Payment details or receipt references when relevant to a refund request.

The Company will acknowledge the request and explain the applicable conditions. Travelers should not assume that a cancellation has been processed until they receive written confirmation.

The date and time the written request is received may be relevant to determining which cancellation conditions apply.

3. Cancellation Conditions and Supplier Costs

Different services may have different cancellation conditions. These may be affected by entrance tickets, train reservations, accommodation bookings, transport arrangements, permits, and other services supplied by independent providers.

Before the booking is confirmed, the traveler should be informed of any material cancellation restrictions known to the Company. Where a third-party provider imposes a non-refundable or non-changeable condition, the Company will communicate that condition as applicable to the relevant service.

The amount, if any, retained from a payment will be assessed according to the conditions disclosed for the booking, services already secured or provided, applicable supplier terms, and mandatory law. An advance payment will not automatically be treated as non-refundable in every circumstance.

4. Cancellation by the Traveler

If a traveler voluntarily cancels a confirmed booking, the Company will review the cancellation timing, the services included, the costs already incurred, and the conditions communicated at the time of confirmation.

Depending on these circumstances, the traveler may be eligible for a full refund, a partial refund, a date change, a credit, or no refund for specific non-refundable components where that outcome is lawful and supported by the applicable conditions.

Any refund calculation will be explained to the traveler. Where only part of a package is canceled, the Company will assess the affected components and explain whether the remaining services can still be provided.

5. Date Changes and Amendments

Travelers who cannot travel on the original date may request a change rather than a cancellation.

Date changes are subject to availability and the rules of relevant suppliers. Entrance tickets, train tickets, permits, and accommodation reservations may be subject to restrictions or additional charges.

The Company will inform the traveler of the available options and any price adjustment before confirming a change. A requested change is not guaranteed until written confirmation has been provided.

If the requested amendment is not possible, the original cancellation conditions may apply.

6. Cancellations Involving Machu Picchu, Train Tickets, and Permits

Machu Picchu entrance tickets, assigned visitor circuits, train tickets, permits, and other capacity-controlled services may be governed by strict rules established by the relevant authority or provider.

Once a ticket or permit has been issued, the possibility of cancellation, refund, name correction, or date modification may be limited or unavailable under the provider’s rules.

The Company will communicate relevant conditions known to it before confirmation. Refund eligibility for these components will depend on the actual supplier rules, the circumstances of the cancellation, the terms disclosed to the traveler, and applicable law.

The Company will not guarantee a refund from an authority or independent provider where that provider controls the decision.

7. No-Shows and Late Arrivals

A traveler who does not attend the confirmed meeting point, arrives too late to participate, or cannot access a service because of missing or incorrect documentation may be treated as a no-show where the circumstances and communicated booking conditions support that outcome.

In these cases, a refund or rescheduling may not be available if the service has already departed, tickets cannot be reused, or suppliers cannot recover the relevant costs. However, each case will be assessed according to the confirmed conditions and applicable law.

Travelers should contact the Company as soon as possible if they anticipate a delay or encounter a problem reaching the meeting point.

8. Cancellation by BIRD GREEN EXPEDITIONS

The Company may need to cancel a service when it cannot reasonably be operated, including due to insufficient operational availability, safety concerns, severe weather, road closures, government restrictions, or other circumstances that prevent delivery.

When the Company cancels a confirmed service, it will inform affected travelers as soon as reasonably possible and explain the available options. Depending on the circumstances and applicable law, these may include rescheduling, an alternative service accepted by the traveler, or a refund for the undelivered service.

The Company will explain any material differences in price, duration, itinerary, or inclusions before the traveler accepts an alternative.

9. Weather, Natural Events, and Other Disruptions

Tourism activities in Peru may be affected by heavy rain, landslides, road closures, strikes, transport disruptions, natural events, restrictions imposed by authorities, or other circumstances outside the Company’s reasonable control.

The Company will prioritize safety and follow relevant official instructions. It may adjust the schedule, route, meeting point, or activity where reasonably necessary.

The financial treatment of a disrupted service will depend on whether the service can still be provided, which components have already been delivered or secured, the relevant supplier conditions, and applicable law. The Company will communicate the options available in the particular case.

10. Refund Processing

Where a refund is approved or required, the Company will communicate the amount, the payment method, and any information needed to process it.

Refunds will generally be made through the original payment method where practicable, unless another lawful method is agreed with the traveler or required by the circumstances.

Processing time may depend on the payment provider, banking system, currency conversion, and any necessary verification. The Company will communicate the expected process based on the information available and will not promise a specific completion date unless it can reasonably support that commitment.

Any amount legitimately withheld must be based on the applicable booking conditions, relevant costs or supplier restrictions, and applicable law.

11. Duplicate or Incorrect Payments

If a traveler believes that they have made a duplicate payment or paid an incorrect amount, they should contact the Company promptly and provide the relevant transaction references.

The Company will review the payment records and, if an excess or duplicate payment is verified, arrange an appropriate correction or refund subject to verification and applicable payment procedures.

12. Travel Insurance

Travelers are encouraged to consider appropriate travel insurance for medical assistance, trip interruption, personal belongings, accidents, and other risks relevant to their itinerary.

Insurance coverage, exclusions, claims procedures, and reimbursement decisions are determined by the insurer and the traveler’s policy. Travelers should review their coverage before departure.

The existence or absence of insurance does not remove any legal obligations or rights that apply to BIRD GREEN EXPEDITIONS or the traveler.

13. Complaints and Disputes

If a traveler disagrees with a cancellation decision or refund calculation, they should contact the Company in writing and provide the booking reference, a description of the concern, and any relevant supporting documents.

The Company will review the information and provide an explanation of the decision and any available next steps.

Travelers retain the right to use the complaint mechanisms and competent authorities available under applicable Peruvian law, including consumer-protection procedures where applicable.