Ausangate Trek by Turisteando

Cancellation Policy

Effective date: October 28, 2026

This policy explains how payments, cancellations, date changes and refunds work for every tour on ausangatetrek.net, a website of Turisteando, a tourism business owned by Gazela Network, Sociedad Anónima. Please read it before you book.

1. Definitions

  • Tour start time: the pick-up time confirmed for your booking, on the first day of the tour.
  • Total price: the full price of your booking. It does not include payment platform fees, bank charges or currency exchange differences.
  • Regular booking: a booking for 1 to 9 travelers.
  • 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).
  • 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, horses or confirmations with third parties.

2. How payment works

You pay in two parts: a 50% deposit when you book, and the remaining 50%, charged automatically to the same payment method on the day your full-refund window closes:

  • 7 Lakes of Ausangate (1 day): 2 days before the tour.
  • Ausangate Trek 2 Days and 3 Days: 3 days before the tour.
  • Ausangate Trek 4 Days: 5 days before the tour.
  • Ausangate Trek 5 Days: 7 days before the tour.

If you book after that date, you pay the total price when you book. If the balance can't be charged, we will contact you to complete the payment.

3. Cancellations by the traveler: regular bookings (1 to 9 travelers)

Refunds are calculated on the total price of your booking, not on the deposit alone.

  • 7 Lakes of Ausangate (1 day): 48 hours or more before the tour start time, 100% refund. Between 24 and 48 hours, 50%. Less than 24 hours, no refund.
  • Ausangate Trek 2 Days and 3 Days: 72 hours or more before, 100% refund. Between 48 and 72 hours, 50%. Less than 48 hours, no refund.
  • Ausangate Trek 4 Days: 5 days or more before, 100% refund. Between 72 hours and 5 days, 50%. Less than 72 hours, no refund.
  • Ausangate Trek 5 Days: 7 days or more before, 100% refund. Between 72 hours and 7 days, 50%. Less than 72 hours, 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.

Late bookings follow the same rules from the moment of booking. For example, a 3-day trek booked 60 hours before the tour can receive at most a 50% refund.

Cancellations on the day of the tour, or no-shows, 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.

4. 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, horses, meals and camping equipment for groups are booked and paid for in advance.

Reducing the number of travelers by less than 20% within each tour's full-refund window is refunded for the travelers removed. Later reductions are not refunded.

5. Partial cancellations and leaving the trek

If only some travelers in a booking cancel, this policy applies to each of them separately.

If you leave a tour once it has started, for altitude sickness, tiredness or your own decision, the guide will help you get to safety, but no refund applies for the days or services you don't use.

6. Health, fitness and altitude

Every Ausangate tour runs above 4,300 m (14,100 ft) and reaches up to 5,036 m (16,522 ft) at Rainbow Mountain and about 5,200 m (17,060 ft) at the Palomani pass. It is your responsibility to check the requirements on each tour page, including the minimum age, to acclimatize, and to consult a doctor if you have any medical condition. We recommend at least 3 days in Cusco before a 1- to 3-day tour and at least 5 days before the 4- and 5-day treks.

Illness, altitude sickness, pregnancy or injury discovered before the tour are treated as a regular cancellation under section 3. 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.

We strongly recommend travel insurance that covers trip cancellation, medical assistance and evacuation at high altitude.

7. On the day of the tour

  • Pick-up: the vehicle collects travelers from several hotels in Cusco's historic center, 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, such as the minimum age. In that case no refund applies.
  • Changes during the tour: weather, trail and road conditions, or decisions of the local communities can change the order of the stops, the campsites, 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.

8. 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, views of Ausangate or the colors of Rainbow Mountain. Clouds, fog or snow covering the mountains are not grounds for a refund or a partial refund.

9. Cancellations by us

If we cancel a tour for operational reasons, for example because the vehicle or the team is not available, you can choose a new date at no cost or a 100% refund of the amount you paid.

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 amount you paid, valid for 12 months on any of our tours.

Force majeure includes: closures by authorities or by the local communities that manage the trails; strikes, road blockades and protests, which are frequent in the Cusco region; landslides; snow or severe weather that makes the road or the passes unsafe; natural disasters; health emergencies; and government restrictions. If force majeure stops a tour after it has started, the parts already provided are not refunded.

10. Date changes

You can change the date up to two times per booking, subject to availability. Requests must reach us within your tour's full-refund window (section 3), or 10 business days before for group bookings. After that, 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.

11. Entrance fees and extras

Community entrance fees are not included and are paid in cash on the trail. Each tour page lists them. If the communities raise a fee, you pay the current amount on the day.

Optional extras paid on site, such as the Red Valley, the hot springs or a horse to ride, are agreed directly with the local providers and are not covered by this policy.

12. How to request a cancellation or change

Message us on WhatsApp at +51 926 445 634 or email info@ausangatetrek.net during request hours, with your name, tour and booking date. 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.

13. 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.

14. 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.

15. Acceptance and changes

By completing a booking, you confirm that you have read and accepted this policy. A summary appears on each tour page and 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.