Cancellation, Rescheduling & Refund Policy
Last updated: October 15, 2026
This policy applies to tours booked on therainbowmountain.com. Please read it before you book: by completing a booking you accept it.
1. Definitions
- Tour start time: the pick-up time confirmed for your booking.
- Regular booking: a booking for 1 to 9 travelers (one person, a couple, a family or a small group).
- Group booking: a booking for 10 or more travelers, or several bookings made together for the same group, including groups organized by travel agencies.
- Business days: Monday to Friday, excluding official public holidays in Peru.
- Request hours: 6:00 AM to 9:00 PM, Peru time (GMT-5).
- Tour price: the amount paid for the tour itself. It does not include payment platform fees, bank charges or currency exchange differences.
- Major modification: a change of date; a reduction of 20% or more in the number of travelers; removing confirmed activities, meals or services; or any change that affects pricing, staff, vehicles or confirmations with third parties.
2. Cancellations by the traveler: regular bookings (1 to 9 travelers)
| When we receive your request | Refund of the tour price |
|---|---|
| 48 hours or more before the tour start time | 100% |
| Between 24 and 48 hours before | 50% |
| Less than 24 hours before | No refund |
| On the day of the tour, or no-show | No refund |
- The time that counts is when we receive your request, not when you send it. Requests that arrive outside request hours count as received at 6:00 AM the next day.
- Bookings made less than 48 hours before the tour follow the same table from the moment of booking. For example, a booking made 30 hours before the tour can receive at most a 50% refund.
- Same-day cancellations are not refunded for any reason, including a change of mind, tiredness, discomfort, bad weather in Cusco, oversleeping or a late decision not to join.
3. Cancellations by the traveler: group bookings (10 or more travelers)
- Any cancellation, date change or major modification must reach us at least 10 business days before the tour date.
- After that deadline, the booking may be non-refundable in full or in part, because staff, vehicles, meals and third-party services for groups are booked and paid for in advance.
- Reducing the number of travelers by less than 20% at least 48 hours before the tour is refunded for the travelers removed. Later reductions are not refunded.
4. Partial cancellations and shared ATVs
- If only some travelers in a booking cancel, this policy applies to each of them separately.
- Shared ATV packages are priced for two people sharing one ATV. If one of the two cancels, the other can continue only on the Own ATV package and must pay the difference in price, or cancel under this policy.
5. Health, fitness and altitude
- The tour reaches 5,036 m (16,522 ft), or about 4,780 m at Pallay Punchu. It is your responsibility to check the restrictions on the tour page ("Not suitable for"), to acclimatize (we recommend two full days in Cusco) and to consult a doctor if you have any medical condition.
- Illness, altitude sickness, pregnancy or injury discovered before the tour are treated as a regular cancellation under section 2. If you send us a medical certificate before the tour start time, we will offer to move your booking to another date at no cost, subject to availability.
- If you can't continue during the tour (altitude sickness, tiredness or your own decision), you can return to the vehicle or wait at a safe point with the team. The unused part of the tour is not refunded.
- We strongly recommend travel insurance that covers trip cancellation and medical assistance.
6. On the day of the tour
- Pick-up: the vehicle collects travelers from several hotels in central Cusco, which usually takes about 30 minutes. So no one is delayed, please be ready at your pick-up point from the start of the pick-up time and wait until the vehicle reaches you. If you are not at the agreed point when it arrives and don't answer on WhatsApp, the vehicle waits 2 minutes and then continues, with little chance of coming back. This counts as a no-show.
- Pick-up point and time: we contact you the evening before the tour to confirm your pick-up point and time. Please make sure your hotel name and address are correct and reply to that message. If the vehicle can't reach your street, we will tell you the nearest meeting point. Missing the pick-up because of a wrong address counts as a no-show.
- Documents: carry your passport or ID. If you are refused entry or service because you don't have them, no refund applies.
- Conduct and safety: the guide may refuse or end the participation of anyone who is intoxicated, puts themselves or others at risk, ignores safety instructions, or does not meet the requirements of the tour (for example, the minimum age, or the minimum age to drive an ATV). In that case no refund applies.
- Changes during the day: traffic, weather, road works or local conditions can change the order of the stops, the time at each viewpoint, the route or the times in the itinerary. Itinerary times are approximate. These changes are not grounds for a refund.
- Shared tours: tours run with other travelers. We may combine groups or change the guide, vehicle or driver without notice, keeping the services you booked.
7. Weather, visibility and nature
- Tours run in rain, wind, cold, fog or snow, as long as it is safe to operate.
- Weather in the Andes changes fast and nobody can guarantee clear skies or that the colors will be visible. Clouds, fog or snow covering the mountain are not grounds for a refund or a partial refund.
8. Cancellations by us
- If we cancel a tour for operational reasons (for example, the vehicle or the team is not available), you can choose a new date at no cost or a 100% refund of the tour price.
- If a tour can't run because of force majeure, meaning events outside our control that make it unsafe or impossible, we will offer you a new date, subject to availability. If you can't use it, we will give you a credit for the full tour price, valid for 12 months on any of our tours.
- Force majeure includes: closures by authorities or by the local communities that manage the mountain; strikes, road blockades and protests, which are frequent in the Cusco region; landslides; severe weather that makes the road unsafe; natural disasters; health emergencies; and government restrictions.
- If force majeure stops the tour after it has started, the parts already provided are not refunded.
9. Rescheduling
- You can change the date up to two times per booking, subject to availability.
- Requests follow the same notice periods: 48 hours before for regular bookings, 10 business days for group bookings. Less than 48 hours before the tour, a date change can only be granted as an exception, with no obligation on our part.
- A rescheduled booking keeps its original cancellation terms. If the new date has a higher price, you pay the difference. If it has a lower price, the difference is not refunded.
10. Entrance fees and extras
- Entrance fees to the mountain and the Red Valley are not included and are paid in cash on site. If the communities raise the fee, you pay the current amount on the day.
- Optional extras paid on site, such as a horse, are agreed directly with the local providers and are not covered by this policy.
11. How to request a cancellation or change
- Message us on WhatsApp at +51 926 445 634 or email info@turisteando.net during request hours, with your name, booking date and tour.
- You don't need to give a reason.
- A request is valid only once we confirm that we received it. Keep our reply as proof.
12. Refunds: method and timing
- Approved refunds are processed within 3 business days, to the same payment method used for the booking.
- Depending on your bank or card, the money can take up to 15 business days to appear.
- Refunds are made in US dollars. Fees charged by the payment platform or your bank, and currency exchange differences, are not refundable.
13. Complaints, disputes and chargebacks
- If something went wrong, please tell us within 7 days after the tour, by WhatsApp or email. We reply within 3 business days and will look for a fair solution.
- By booking, you agree to contact us before opening a dispute or chargeback with your bank. If a dispute is opened, we will share this policy, your booking details and our messages with the payment processor and your bank.
14. Acceptance and changes
- By completing a booking, you confirm that you have read and accepted this policy. A summary appears during booking, and the full policy is always available on this page.
- We may update this policy. Changes apply only to bookings made after they are published.