Terms and Conditions
At Cuenca Bestours, we strive to provide exceptional service and unforgettable travel experiences for our clients. By booking a tour with us, you agree to the following Terms and Conditions for yourself and all members of your travel party.
Please note that no signature is necessary, as sending a deposit or full payment constitutes acceptance of these terms. While we are bound by this legal contract, we will always do our best to support and assist our clients in the event of any issues or concerns before or during the tour.
We are also able to provide any necessary documentation for insurance claims.
1. Cancellation Policy:
We understand that plans may change, and we are happy to offer flexibility when it comes to cancellations.
Day Tours and shuttles
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For cancellations made at least 24 hours prior to the tour, we will refund the full amount of the deposit.
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For cancellations made on the day of the tour or no-shows, the full cost of the tour will be charged.
Multi-day Tours and shuttles
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For cancellations made up to 15 days prior to the tour, we will process a full refund.
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For cancellations made up to 10 days before the tour, 50% of the deposit will be refunded.
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For cancellations made within 10 days or no-shows, the full cost of the tour will be charged.
Please be advised that refunds for multi-day tours or multi-day shuttles are subject to a one-time processing fee of $45. This fee is non-refundable and will be deducted from the total amount of your refund.
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 ensure a proper record of communication.
2. Changes and Modifications:
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.
Multi-day tours or multi-day shuttles, customers may make changes to their tour itinerary up to 10 days before the tour start date for no extra cost.
We reserve the right to modify or cancel a tour itinerary due to unforeseen circumstances or events beyond our control.
3. Liability and Responsibility:
- We are not liable for any loss, injury, or damage to persons or property that may occur during the tour.
- Customers are responsible for obtaining appropriate travel insurance and any necessary visas or travel documents.
- Customers are responsible for their own health and safety during the tour.
4. Booking and Payment Policy:
All tour bookings can be made through our website, via email, or WhatsApp. In order to confirm your tour reservation, you'll need to provide a deposit or full payment. If you opt for a deposit, the remaining balance can be settled in cash to our tour guide or driver during the pick-up time or up to 10 days prior tour's start. Alternatively, full payment can be made at the time of booking.
5. Force Majeure
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 TOUR OPERATOR 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.
Please note that the safety and well-being of our clients are of utmost importance to us, and any changes or modifications to the tour will be made with the aim of ensuring the best possible experience under the prevailing circumstances.