BOOKING TERMS & CONDITIONS

1. GENERAL TERMS AND CONDITIONS OF TRAVEL

By booking or participating in a tour and any related products or services (a “Tour”) with pie (“Pie”, “Pie Experiences” or the “Tour Operator”), you (“You” or the “Client”) acknowledge that You have read, understand and agree to these Terms & Conditions (the “Terms”). The use of the web site is subject to the booking terms & conditions stated herein.

If You make a booking on behalf of other participants, You guarantee that You have the authority to accept and do accept these Terms on behalf of the other participants in your party. By booking on behalf of other participants, You are deemed to be the designated contact person for every participant included on that booking. This means that You are responsible for making all payment due in connection with your Tour booking, notifying the Tour Operator if any changes or cancellations are required and keeping your party informed. You are responsible for verifying that any information You provide on behalf of another participant is complete and accurate and the Tour Operator will under no circumstances be liable for any errors or omissions in the information provided to complete a booking.

2. THE BOOKING CONTRACT

Your booking is confirmed and a contract exists when the Tour Operator issues a written confirmation after receipt of the applicable deposit amount and personal information. Please check your confirmation carefully and report any incorrect or incomplete information to the Tour Operator immediately. You agree to provide full, complete and accurate information to the Tour Operator. Please ensure that names are exactly as stated in the relevant passport.

2.1. Form Submission and Responsibility

Upon making a purchase on our website, you will automatically receive an email clearly indicating that you must complete a form with your personal details and attach a copy of your passport. You are fully responsible for completing and submitting this form within two days of your purchase.

Our company will only contact you if there is an error with the form or the information provided. It is your sole responsibility to ensure the form is correctly filled out and submitted in order to proceed with the booking.

If the form is not completed and submitted within two days after the purchase, Pie Experiences reserves the right to cancel the tour. In this case, for operational reasons, we will retain 10% of the amount paid, and the remaining balance will be refunded.

This Form Submission and Responsibility policy applies only to tours that include Machu Picchu and the Inca Trails.

3. PAYMENTS

To secure a booking with Pie, the Tour Operator requires 50% of the total amount at booking and the remaining 50% no later than thirty days (30) before the initial date of the trip.

Payment may be required ahead of that mentioned in the above paragraph, in the event a service provider requires an earlier payment. During high seasons or high occupancy this deadline may also be brought forward even after You have booked.

In case of non-payment of the balance by the due date, Pie Experiences will treat the booking as cancelled by the Client and apply the appropriate cancellation charges.

As a condition of booking, You must provide the information requested by the Tour Operator along with the down payment. Each booking (including optional tours), confirmation, reduction, extension, or modification must be made/sent to:

E-mail: hola@pie-experiences.com

And should include the following information of all the travelers:

• Name and last name
• Date of birth
• Nationality
• Passport number
• E-mail address
• Meal requirements
• International means of arrival and departure (airlines & flight numbers) and schedules

A member of Pie will respond to the Client within 24 hours.

Payments can be made by credit card or by bank transfer. In case of a bank transfer, all wire transfer fee is assumed by the Client. Please note that credit card fees are added at checkout and are assumed by the Client too.

If the booking is made 45 days or less prior to departure, full payment is due at the time of booking. For booking made 45 days or less prior to departure, payments can only be made by bank transfer and all wire transfer fee is assumed by the client.

4. CHANGES BY THE CLIENT

Any changes to the original booking must be confirmed by the person signing the booking form. Any costs or charges, which we incur or which are incurred or levied by our suppliers as a result of the amendment, will be charged to the Client. Whilst every reasonable effort will be made to accommodate changes and additional requests, their availability cannot be guaranteed.

5. SUBSTITUTION OF CLIENT

If any member of your party is prevented from traveling, it may be possible to transfer the booking to another suitable person, provided that written notice is given at least 45 days prior to departure. Substitutions will be subject to administrative fees, as applicable, to be payable by the Client. Airlines and railway companies may impose 100% cancellation charges and the cost of a new ticket.

6. CANCELLATION BY THE CLIENT

6.1 -Cancellation Policy for Custom Tours and Extended Experiences

For custom tours, tours longer than 5 days, and those including the jungle, the Inca Trail, Machu Picchu, and Amazon boat trips:

1. Cancellation Terms: You can cancel your booking, including any optional tours, at any time, but it must be done in writing to Pie Experiences. Cancellation fees are based on the timing of your notice:
   • Up to 60 days before the tour starts: 25% of the total price.
   • From 59 to 30 days before the tour starts: 50% of the total price.
   • 29 days or less before the tour starts: 100% of the total price.
2. Partial Cancellations: If you cancel part of your booking, additional charges may apply for the remaining party, such as under-occupancy or single room supplements.
3. Non-Refundable Tickets: Airline, train, and boat tickets are 100% non-changeable, non-transferable, and non-refundable once issued. Changes before issuance may be allowed at Pie Experiences’ discretion and will incur administrative fees.

Please review these conditions carefully to ensure you understand the terms associated with your booking.

6.2-Cancellation Policy for Day Tours and Tours Under 5 Days

For day tours and tours lasting less than 5 days:

1. Free Cancellation: You can cancel your booking up to 48 hours before the tour starts with no cancellation fee.
2. Late Cancellation: If you cancel less than 48 hours before the tour starts, a 50% cancellation fee will apply to the amount paid.
3. No Shows: In case of a no-show, 100% of the total tour price will be forfeited.

Ensure to notify us as soon as possible if you need to cancel to avoid any charges and to allow us to assist you effectively.

7. CHANGES AND CANCELLATION BY PIE EXPERIENCES

At Pie Experiences, we strive to provide you with the best possible tour experience. However, sometimes adjustments are necessary due to local conditions or unforeseen circumstances.

What You Need to Know:

1. Potential Changes: We may need to modify or change tour itineraries, facilities, services, or prices, including flights, accommodations, or other arrangements. We will do our best to offer alternatives of similar value, but we cannot guarantee that changes won’t affect your enjoyment.
2. Notification of Changes:
   • If we are aware of a major change before your booking, we will inform you at that time.
   • If a significant change occurs after booking, we will notify you as soon as possible.
3. Options for Major Changes:
   • Accept the Change: You can choose to accept the revised arrangements.
   • Alternative Tour: Opt to book another available tour.
   • Full Refund: Cancel your tour and receive a full refund, provided the change is not due to force majeure.
4. Force Majeure: This includes events beyond our control, such as war, strikes, natural disasters, or significant transport issues. In such cases, Pie Experiences cannot be held liable for any additional costs or adjustments.

We are committed to ensuring your experience is enjoyable, and we appreciate your understanding and flexibility. If you have any concerns or need assistance, please don’t hesitate to reach out.

8. AGE, FITNESS AND PARTICIPATION

For Minors: We cannot accept unaccompanied minors (under 18) on our tours. However, older teenagers can join if they are accompanied by a parent or guardian who takes full responsibility for them. Pie Experiences reserves the right to decline any booking at our discretion.

Tour Participation:

• Authority and Safety: By joining our tours, you agree to follow the guidance and decisions of our tour leaders and staff. If your health or conduct is deemed to potentially disrupt the safety, comfort, or enjoyment of the tour, you may be excluded from part or all of the tour. In cases of illness, we will arrange necessary actions and recover any associated costs from you.
• Fitness: We advise all clients to ensure they are fit and able to complete their chosen itinerary before booking. Those over 70 years old should obtain medical clearance to travel on their selected tour.

We’re here to help: If you have any concerns about your fitness for a tour or need advice, please reach out to us before booking.

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9. PASSPORTS, VISAS AND VACCINATIONS

Responsibility: It’s important that you have a valid passport, necessary visas, and any required vaccinations or preventive medications for the entire duration of your tour. Ensure your passport is valid for at least 6 months beyond your trip.

Medical Advice: Pie Experiences does not offer medical advice. Please consult your physician for guidance on vaccinations and health precautions suitable for your tour.

Travel Fitness: We reserve the right to deny you permission to travel or participate in any part of the tour if your physical or mental condition is deemed unfit for travel or poses a risk to yourself or others. All related costs will be your responsibility.

Medical Facilities: Some tours may take you to remote or developing areas where medical care might be limited or below the standards of your home country. We do not guarantee the availability or quality of medical facilities in these regions.

Travel Preparedness: For a safe and enjoyable experience, ensure you are fully prepared and informed about your travel requirements. If you have any concerns, we encourage you to reach out for guidance before your trip.

10. SPECIAL REQUIREMENTS

Any special requirements must be disclosed to the Tour Operator at the time of booking. The Tour Operator will use reasonable efforts to accommodate special requirements or requests but this is not always possible given the nature of the destinations visited and availability of options outside a planned itinerary. All food allergies and dietary restrictions must be disclosed to the Tour Operator at the time of booking but the Tour Operator cannot guarantee that dietary needs or restrictions can be accommodated. Any special requests or requirements do not form part of these Terms or the contract between You and the Tour Operator and the Tour Operator is not liable for any failure to accommodate or fulfill such requests.

11. ILLNESS OR DISABILITY

Disclosure Requirement: If you have an illness or disability, or are undergoing treatment for any medical condition, you must disclose this information at the time of booking.

Arrangements and Responsibility: You are responsible for arranging any necessary medication or treatment for the duration of your tour. Failure to disclose such conditions may result in exclusion from the tour, and any payments made will be forfeited.

Commitment to Safety: We prioritize the safety and well-being of all our clients. Providing accurate information helps us ensure a suitable and safe experience for everyone.

Support and Guidance: If you have any concerns or need assistance regarding your condition and how it may impact your tour, please contact us before booking.

12. LOCAL LAWS

All participants in tours operated by Pie Experiences are expected to obey the laws and regulations of the countries visited and any failure to do so will relieve the Tour Operator of all obligations that they may otherwise have under these booking conditions.

13. INSURANCE

Travel insurance is compulsory for all Pie Experiences travellers. Your travel insurance must provide cover against personal accident, medical expenses, emergency repatriation and personal liability. We also recommend it covers cancellation, curtailment and loss of luggage and personal effects. You acknowledge that insurance coverage is not included in the cost of any Tour offered by the Tour Operator and You are required to obtain separate coverage at an additional cost. Proof of adequate insurance will be requested at the start of your Tour. Failure to provide this will result in the Client being prevented from joining the Tour without refund.

14. PRICES AND SURCHARGES

The published price of the Tour and any products or services offered by the Tour Operator is subject to change at any time, before or after booking confirmation, up to 30 days before departure.

For any given price increase, Pie Experiences will absorb price increase loss if total Pie Experiences prices for the Client’s package increase less than 3% for those Clients booking/making their initial deposit at least 6 months in advance. If the increase exceeds the 3% the Client will be asked to pay for 100% of the difference.

For for those clients booking/making their initial deposit less than 6 months in advance, If the increase exceeds the 2% the Client will be asked to pay for 100% of the difference.

Upon learning of the necessity to impose a surcharge in accordance with this section the Tour Operator will provide notice to You as soon as reasonably possible.

15. AIRFARE

Tour prices do not include international or other airfare unless expressly mentionned in the Tour’s description. The Tour Operator will quote the best price available for the travel dates requested at the time the quote is prepared. Quotes provide an estimate only and are not a firm price commitment by the Tour Operator or the applicable air carrier(s). The fare can only be guaranteed when the flight booking has been paid for in full and a ticket has been issued. Flight bookings cannot be transferred.

The flight times given by Pie Experiences are for general guidance only and are subject to change. Up-to-date flight times will be shown on the tickets. The Client must check the tickets very carefully immediately upon receipt of the latest timings. The Tour Operator will endeavor to inform the Client as soon as possible in the event of any flight alteration. Details of airlines are also subject to change. Such alterations do not constitute a significant change to the holiday arrangements and will therefore not be entitled to cancel without paying the normal charges as a result.

Pie Experiences can not be held responsible for any delay to your flight whether this delay is caused by adverse weather conditions, the action of air traffic controllers, airport authorities or (local) governments, the rescheduling of flight times by the airline, mechanical breakdown, strike, industrial action or any other reason

16. IF YOU HAVE A COMPLAINT

If the Client has a complaint about any of the tour arrangements he/she must bring it to the attention of the tour leader or other representative of Pie Experiences at the time so that they may use their best endeavors to rectify the situation. It is only if Pie Experiences is made aware of any problems that there will be the opportunity to put things right. Failure to complain on the spot will result in the Client’s ability to claim compensation from the Tour Operator being extinguished or at least reduced. Should the problem remain unsolved a complaint must be made in writing to Pie Experiences within 28 days of the completion of the holiday

17. OUR RESPONSIBILITY

Pie Experiences accepts responsibility for ensuring that the holiday which the Client books with them is supplied as described in the final version of the travel program the Client will receive upon arrival and the services reach a reasonable standard.

Pie Experinces acts only in the capacity of an agent upon the legal conditions that, while exercising every possible precaution, it is not responsible for injury, sickness, damage, loss, additional expenses, accidental delay, or other irregularities which may be caused either through willful or negligent acts or omissions made by the companies or individuals providing or engaged in transportation, accommodation or other services related to the accomplishment of the tour, or through natural disasters, social upheavals or other causes.

18. AMENDMENTS

The Tour Operator reserves the right to update or alter these Terms at any time, and will post the amended Booking Terms & Conditions on Pie Experience’s website .

Conditions:

• Changes to the dates of your tours at any time before 31 days before departure.
• Changes to the tour itself (change to different tour). We also offer trips to Bolivia, Ecuador, and Argentina.
• If you are still uncertain about your travel dates, we can offer you a credit voucher, redeemable for 24 months.
• To re-book your tour using the credit voucher, make sure to contact us at  bookings@pie-experiences.com .
• If the tour you change to is of a lower value than your current tour, we will issue you with another credit voucher which must be used within 18 months.
• For private groups, it is best to get in contact, as the entire group will need to make changes to their itinerary. There may also be changes in prices.