Terms and Conditions 

All tour reservations may be made through our website, by email, or via WhatsApp communication. A reservation is considered valid and confirmed only once a deposit or full payment has been received. No services will be secured without payment.

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Upon receipt of the deposit or initial installment, Cuenca Bestours will proceed to confirm all services included in the itinerary with local hotels, transportation providers, guides, national parks, cruise operators, and other suppliers. The client understands that all services are subject to availability at the time of confirmation.

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1.1 Day Tours and Shuttle Services

Full payment must be completed at the time of booking. If a balance remains, it must be paid no later than 24 hours before departure. If the balance is not received within this timeframe, the outstanding amount must be paid in cash to the tour guide or driver at the time of pick-up.

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Note: Bookings for day tours and shuttle services made within 24 hours before departure are subject to availability.

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1.2 Multi-Day Tours

For multi-day tours, payment terms vary depending on the type of reservation:

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1.2.1 FIT Travelers (Foreign Independent Travelers)
A deposit is required to confirm the tour. The deposit amount depends on the specific itinerary and typically ranges between $100 and $500 per person. Hotel reservations and room blocks will only be secured once the deposit or initial installment is received. The remaining balance must be paid in full at least 15 days prior to the arrival date in Ecuador. If the balance is not paid within this period, it must be settled in cash with the tour guide at pick-up.

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1.2.2 Group Bookings
For group reservations, a deposit is required to confirm the tour. The exact amount will be specified prior to booking. All remaining payments must be completed no later than 30 days before the group’s arrival date in Ecuador.

Online bookings made through our website are processed securely via WeTravel, a U.S.-registered booking and payment platform widely used by international tour operators.

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WeTravel offers the following payment options:

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2.1 Direct Bank Payment (Bank Transfer / Direct Debit)

Travelers may pay directly from their bank account using supported local bank transfer methods, depending on the currency, including ACH (USD), SEPA (EUR), BACS (GBP), PAD (CAD), and others where available. These payments typically do not incur additional processing fees, making this a fee-free option for travelers.

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2.2 Credit Card Payment

Travelers may pay using major credit cards, including Visa, Mastercard, American Express, Discover, and others.

Credit card payments are subject to a processing fee, typically 2.9% of the transaction amount plus any applicable card network fees. The exact percentage may vary depending on the card type and currency. This fee is paid by the traveler.

2.3 Wire Transfer Payment

Travelers may also complete payment via wire transfer in USD or EUR.

Wire transfers are subject to a fixed banking fee, typically ranging between $10 and $25 USD, depending on the bank and currency used. Any banking or intermediary fees are the responsibility of the traveler.

We understand that plans may change, and we are happy to offer flexibility regarding cancellations.

3.1 Day Tours & shuttles

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Day tours & shuttles are services reserved for single-day excursions or transfers.

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• Free Cancellation: Cancellations made at least 24 hours before departure are fully refundable.

• No Refund: Cancellations made within 24 hours of departure or in the case of no-shows are non-refundable.

• Credit Card Fees: Please note that processing fees charged by your credit card provider are not refundable.

3.2 Multi-day Tours

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Multi-day tours or trips refer to services reserved for a duration of 3 or more days. Please be aware that if you book day tours for 3 or more consecutive days, it will also be classified as a multi-day trip.

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3.2.1 FIT Travelers (Foreign Independent Travelers)​

• We will process a full refund for cancellations made up to 15 days before the tour.

• For cancellations made up to 10 days before the tour, 50% of the deposit will be refunded.

• For cancellations made within 9 days or no-shows, the full cost of the tour will be charged.

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3.2.2 Group Bookings

• We will process a full refund for cancellations made up to 30 days before the tour.

• For cancellations made up to 15 days before the tour, 50% of the deposit will be refunded.

• For cancellations made within 14 days or no-shows, the full cost of the tour will be charged.

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The cancellation terms for some of the services may differ from the standard terms stated in our clauses. These depend on the policies of each third-party supplier, including hotels and lodges.

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Be advised that cancellations for multi-day tours or multi-day shuttles are subject to a one-time administrative fee of $100 per traveler. This fee is non-refundable and will be deducted from the total amount of your refund. This fee can be used as credit in the future if you would like to reschedule your tour with us.​

We kindly ask that you provide us with as much notice as possible in the event of a cancellation to avoid any inconvenience. Please note that all cancellations should be made exclusively via email to info@cuencabestours.com to ensure a proper record of communication.

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3.3 Galapagos Cruises, Amazon Cruises, Galapagos Tours, Amazon Lodges

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• We will process a full refund for cancellations made up to 120 days before the tour.

• For cancellations made up 91 and 119 days before the tour, 50% of the deposit will be refunded.

• For cancellations made within 90 days or no-shows, the full cost of the tour will be charged.

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Please note that the cancellation terms for some of our services may vary from the standard terms stated in our clauses. This depends on the policies of each third-party supplier. For bookings, the customer is required to check with us before booking to confirm the cancellation terms. ​Please be advised that refunds for this category are subject to a one-time processing fee of $100. This fee is non-refundable and will be deducted from the total amount of your refund.

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Credit Card Fees: Please note that processing fees charged by your credit card provider are not refundable.

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3.4 Cancellation Policy on National Holidays: 

Due to high demand and limited availability during national holidays in Ecuador, stricter cancellation terms apply to all tours scheduled within official holiday periods.

• Cancellations made 31 days or more prior to the departure date will receive a full refund.

• Cancellations made 30 days or less prior to departure, including no-shows, will result in 100% of the total tour cost being retained.

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If the booking corresponds to a multi-day tour, a $100 administrative fee per person will apply in the event of cancellation. This fee is non-refundable; however, it may be applied as credit toward a future trip with Cuenca Bestours.

We strongly recommend that all travelers planning trips during national holiday periods purchase comprehensive travel insurance. Proper coverage provides financial protection against unexpected events and ensures greater peace of mind when traveling during peak seasons.

Client-Initiated Changes

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4.1 Day Tours or day shuttles - customers may make changes to their tour itinerary up to 24 hours before the tour start date for no extra cost. 

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4.2 Multi-day tours or multi-day shuttles - FIT (Foreign Independent Travelers), customers may make changes to their tour itinerary up to 15 days before the tour start date for no extra cost. For Private Group Tours, travelers may make changes to their tour itinerary up to 30 days before the tour start date for no extra cost.

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4.3 Galapagos Cruises, Amazon Cruises, Galapagos Tours, Amazon Lodges - customers have the option to modify their trip details up to 120 days before the tour commencement date. However, please be aware that the standard terms and conditions in our clauses may not apply to all changes, as different third-party suppliers may have their own policies. Please refer to the specific cancellation policy at the time of booking. ​

5.1 Tour Modifications by Cuenca Bestours

5.1.1 Cuenca Bestours may change the departure time, program, hotel accommodation, or itinerary of any tour without prior notice for reasons such as, but not limited to: weather conditions, natural forces, wildlife behavior, vehicle or yacht safety, passenger or crew safety, guide or driver discretion, or public authority intervention. In such cases, Cuenca Bestours is not liable to offer any compensation, substitution, or refund to the customer.

5.1.2 Hotels listed in the itineraries are subject to availability at the time of confirmation. If a listed hotel does not have sufficient availability, Cuenca Bestours reserves the right to replace it with an alternative hotel of similar category, standard, and price. These substitutions are part of normal operational procedures and are clearly stated in the tour description, and guests are informed of this condition at the time of booking.

5.1.3 Cuenca Bestours may adjust the tour price even after receiving full payment from the customer if any third-party action – which could involve the tour operating company, the Ecuadorian government, the Ecuadorian tax authority, or other parties – results in an unforeseen increase in the original cost of the service.

6.1 We reserve the right to cancel or modify the tour due to unforeseen circumstances or events beyond our control, including but not limited to force majeure acts of providence, epidemic or pandemic situations, strikes, civil unrest, war or revolution, volcanic eruptions, extreme weather conditions, floods, tsunamis, earthquakes, fires, droughts, contamination, legislation or decisions by the government and public authorities that impact or prohibit the execution of the tour.

In the event of such circumstances as described in this clause, we will offer either an alternative tour with comparable service or a change of date for the originally booked tour. However, the Cuenca Bestours is not obligated to provide a full refund to the client due to the reservations made on your behalf with third-party suppliers such as hotels, transportation, and guides.

Safety and well-being of our clients are of utmost importance to us, and any changes or modifications to the tour will be made to ensure the best possible experience under the prevailing circumstances.

Cuenca Bestours operates as a travel agency and service coordinator. We arrange and coordinate services provided by independent third-party suppliers, including but not limited to hotels, transportation companies, guides, cruise operators, national parks, activity providers, and other tourism-related services.

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Although we carefully select reputable and legally authorized providers, Cuenca Bestours does not own, operate, manage, or directly control these third-party services.

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By confirming a reservation with Cuenca Bestours, you acknowledge and agree to the following:

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7.1 Third-Party Responsibility
Cuenca Bestours shall not be held responsible for any loss, personal injury, illness, accident, delay, inconvenience, damage to property, or irregularity that arises from the acts or omissions of third-party service providers. Any claim related to the execution of services must be addressed in accordance with the terms and conditions of the respective provider.

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7.2 Operational Changes
Tour programs, transportation schedules, accommodations, routes, and activities may be altered due to weather conditions, natural events, safety considerations, government regulations, national park authority decisions, mechanical issues, or other circumstances beyond our control. Such modifications are considered part of the operational nature of travel and do not create liability for compensation or damages.

7.3 Personal Responsibility & Assumption of Risk
Travel in Ecuador may include activities in natural environments, high-altitude locations, wildlife areas, and adventure-based experiences. Participation in such activities involves inherent and unpredictable risks. By joining a tour, you accept full responsibility for your personal safety and well-being and agree that Cuenca Bestours is not liable for injuries, health complications, or losses resulting from voluntary participation.

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7.4 Travel Documentation & Insurance
Travelers are solely responsible for ensuring they possess valid passports, visas, immigration documents, and any required health certifications. Cuenca Bestours is not liable for denied entry, missed services, or additional expenses resulting from incomplete documentation.

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All clients are strongly advised to obtain comprehensive travel insurance covering medical emergencies, evacuation, trip cancellation, delays, and personal property. Failure to secure adequate insurance is at the traveler’s own risk.

Damages

Any damage caused by the traveler to hotel rooms, vehicles, vessels, equipment, or third-party property during the tour is the sole financial responsibility of the traveler.

Any issue or concern arising during the tour must be reported immediately to Cuenca Bestours or the assigned guide to allow us the opportunity to address and resolve the matter on-site. Formal complaints must be submitted in writing within seven (7) days after completion of the services.

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Any refunds, when applicable, will be processed in accordance with the terms and conditions outlined in Clause 3 – Cancellation Policy, and will be issued using the original method of payment. Refunds are subject to supplier recovery and the applicable penalties described in the corresponding cancellation section.

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8.1 Credit card processing fees charged by the booking platform provider are non-refundable.

8.2 Customer acknowledges that Cuenca Bestours acts as an intermediary between them and the third-party service providers that deliver the travel services requested by the customer. The customer authorizes Cuenca Bestours to use the customer’s payment to confirm those travel services on their behalf. The customer understands that Cuenca Bestours is not liable for the funds paid to a third-party operator for tour services. The customer cannot claim those funds back from Cuenca Bestours through credit card chargebacks, lawsuits, or other means. If the tour is canceled or the customer has a complaint, Cuenca Bestours will try its best to recover the funds from the third-party operator and refund the customer, but cannot guarantee success if the third-party’s terms and conditions prevent it.  

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Cuenca Bestours is not obliged to issue refunds in any of the following situations: Transportation problems on the trip. Changes in facilities or staff. The customer’s late arrival or absence. The customer’s decision to quit the tour early or skip any activities/meals/accommodations during the tour. The customer's failure to have the required documents, such as a passport, visa, immigration papers, or vaccination certificates. Price variations among different passengers on the same tour,r including last-minute discounts. Actions by any third party that disrupt the normal operation of the tour, such as the tour operator, the Ecuadorian government, or the National Park Authority. Force Majeure events or other exceptional circumstances as stated in Clause 6. Modification of the trip itinerary or schedule by Cuenca Bestours before or after departure, as stated in Clause fifth. The customer’s choice to travel without valid travel insurance, despite Cuenca Bestours advice in Clause third. Any other situations beyond Cuenca Bestours's control.

By submitting payment and confirming a reservation, the client acknowledges and agrees to all terms outlined in this Booking, Payment, Cancellation & Liability Policy.