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POLICIES FOR USE OF SERVICES

INTRODUCTION

At Explorinka we care about your experience from beginning to end, that is why we feel the need to mention our policies for the use of our services, to clear any doubt you may have. Additionally, we want to offer you security and guarantee at the moment of acquiring our services.

How to book?

To start your reservation process please send us the following information for ALL PASSENGERS:

  •  First and last name:
  •  Passport No:
  •  Nationality:
  •  Date of birth:
  •  Sex:
  •  Phone:
  •  Hotel in Cusco:
  •  Size (Our bicycles are customized to your size)
  •  Weight (Full suspension bike models are weight optimized for comfort)
  •  It is very important your information about your hotel in the city of Cusco, so we can pick you up there at the beginning of the tour.

To confirm reservations we require a 50% deposit in advance. We have 4 options for you to make the deposit.

  1. Payment by credit card VISA or MASTERCARD through our system www.cuscoperu.com/payment the system charges an additional 5% (SSL secure system and foreign bank transfer fees).
  2. Payment via Western Union to our representative: CARLOS ALBERTO POLAR AIQUIPA - DNI: 29691237 - City: Cusco - Peru. You must send us the MTCN code of your deposit.
  3. Payment via deposit to our company's account at BBVA Banco Continental Cuenta Corriente: Account Code. Interbank: (CCI) 011 201 000100028495 18 - CUSCOPERU.COM E-COMMERCE SRL - SWIFT CODE: BCONPEPL - you must add U$60.00 which is the charge that our bank makes to our account for international transfer and administrative expenses, you should also consult your bank about the additional amount that you will be charged.
  4. Payment by credit card VISA - MASTERCARD with the PAYPAL system generating the payment order that we would send you from CuscoPeru.com e-commerce If you accept this option you will have a 7% surcharge.
  1. To receive a full refund of the experience you must cancel at least 72 hours before the tour starts.
  2. If you cancel the experience less than 72 hours before it begins, you will not be refunded the amount paid.
  3. Any changes made less than 72 hours before the start of the experience will not be accepted.
  4. The cut-off time is based on the local time of the place where the experience takes place.

Changes in departure dates and times 

In case of changes of dates and departure times, this can only be done 48 hours before your service. You must communicate via email detailing your request, then our staff will evaluate the changes.

Weather conditions

Cusco is a city with a variable climate, take into consideration the seasonal rains. The tour will continue regardless of the weather conditions.

Travel safety and assistance

Our biking experiences have a certain degree of risk of accidents, so you must follow the previous instructions of our guides. Additionally, you must sign a liability release form that will be provided at the time of booking.

Explorinka has a medical support in case of accidents. In case of an accident during your experience, Explorinka will contact our medical support to assist you and transport you to the nearest clinic. The costs for medical support are not included in the tour. You will have to pay for medical assistance in case of any accident.

During your experience the Explorinka team will be concerned about your safety, so you should always use the protective equipment provided (helmet, knee pads, elbow pads, gloves).
Our guide will inform you of the rules and precautions to be followed according to the chosen route.

Bicycle use and condition

Explorinka gives you a bicycle in perfect working condition, if you find any damage, please inform your guide immediately. Follow the guide's instructions for the proper use of the equipment. In case the bicycle is damaged by not following these instructions, or by performing maneuvers not supported by the bicycle, you will be charged extra proportional to the value of the damage caused.

HEALTH PROTOCOLS Covid-19

  • In case of suspicious symptoms before your trip, it is necessary to report it and request a covid test to rule out any case.
  • While riding in the car, please wear your mask. Our team will offer you alcohol gel in case you need it.
  • Consider washing your hands whenever necessary.
  • All our vehicles are disinfected after each trip, so you can feel safe during your experience.
  • Protective equipment is washed and disinfected after each service.
  • If your experience includes visiting archaeological sites, consider the rules to be followed by covid-19 of each archaeological center.

SERVICE WARRANTY

We think about every step of your experience, going beyond your expectations. If you are not satisfied with the service provided, you can contact customer.service@explorinca.com and let us know your dissatisfaction. Our team will take care of it, and will evaluate your problem to give you a solution as soon as possible.
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