Terms and Conditions 

1. Cancellation Policy:

 

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

 

1.1 Day Tours and shuttles

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

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• For cancellations made at least 24 hours before the tour, we will refund the full amount of the deposit.

• The full cost of the tour will be charged for cancellations made on the day of the tour or no-shows.

 

1.2 Multi-day Tours and Trips

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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• 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 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 per person. 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.

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Please note that the cancellation terms for some of our 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.

 

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.

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1.3 Galapagos Cruises, Amazon Cruises, Galapagos Tours, Amazon Lodges

• 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 charter bookings, you are required to check with us before booking to confirm the cancellation terms. 

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Please be advised that refunds for this category 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.

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1.4 Cancellation Policy for National Holidays: 

• You can cancel up to 30 days before your tour for a full refund

• Cancellations received within 30 days will be eligible for a 50% refund of the initial deposit.

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Custom arrangements are required to be held during the national holidays, and high demand is expected. If your tour needs to be canceled for any reason, please cancel it at least 30 days before the departure date so you won't be charged cancellation fees. After 30 days of cancellation, penalties will be incurred which might cover the loss of any deposits or payments made. We advise all our esteemed clients who are scheduling travel during National Holidays to consider securing comprehensive travel insurance. This measure is recommended to provide you with peace of mind and financial protection against unforeseen circumstances that may affect your travel plans. We kindly ask for your understanding.

 

2. Changes and Modifications:

 

2.1 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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2.2 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.

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2.3 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. 

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We reserve the right to modify or cancel a tour itinerary due to unforeseen circumstances or events beyond our control.

 

3. Liability and Responsibility:

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3.1 Cuenca Bestours disclaims any liability for any loss, injury, or damage to persons or property arising from the tour. 

3.2 Customers are responsible for obtaining appropriate travel insurance and any necessary visas or travel documents.

3.3 Customers are responsible for their health and safety during the tour.

 

4. Booking and Payment Policy:

 

4.1 All tour reservations can be completed via our website, email, or WhatsApp. A deposit or full payment is required to secure your booking. If you choose to pay a deposit, you can pay the remaining amount in cash to our tour guide or driver at the pick-up time or up to 10 days before the tour begins. You can also pay the full amount at the time of reservation.

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5. Tour Modification

 

5.1 Cuenca Bestours may change the departure time, program, 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.

 

5.2 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.

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6. Force Majeure

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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 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 to ensure the best possible experience under the prevailing circumstances.

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7. Complaints and Refunds

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The customer must notify Cuenca Bestours of any problem during the tour as soon as possible and in writing within one week after the tour ends.

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7.1 Cuenca Bestours will process the refund using the same payment method that the customer used to book the tour, following the conditions stated in Clause First.

 

7.2 The 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.  

 

7.3 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 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 including last-minute discounts. Actions by any third party that disrupts the normal operation of the tour such as 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 THE AGENCY before or after departure, as stated in Clause fifth. The customer’s choice to travel without valid travel insurance, despite THE AGENCY’s advice in Clause third. Any other situations beyond THE AGENCY’s control.