Booking Conditions

All you need to know

1. Subject

This contract aims to regulate the Terms and Conditions applicable to the reservation service for the Belmond Andean Explorer Train through the website peruluxurytrain.com

In compliance with Law 34/2002 on E-Commerce and with Book IV of Royal Legislative Decree 1/2007, General Law for the Protection of Consumers and Users, especially Title II, Articles 159 and 160, we inform you that the ownership of the website peruluxurytrain.com belongs to Nattivus Experience S.L., a travel agency based at Calle Teide nº 16, Fresno de Torote, (Postal Code 28815), Madrid, Spain, with Tax ID B-88014717 and CICMA 3462.

Nattivus Experience S.L. is an Affiliate of PeruRail for the sale of travel packages for the Andean Explorer train. Nattivus Experience S.L. does not own or operate the Belmond Andean Explorer train, which is owned and managed by PeruRail.

Although you can book your journey on the Andean Explorer Train through the website peruluxurytrain.com, you acknowledge that this service is provided by PERURAIL (“Partners”) and that Nattivus Experience S.L. merely offers a reservation service through its website in its capacity as an affiliate.

However, by making a reservation through the website, you enter into a contract with Nattivus Experience S.L., establishing a direct contractual relationship between the user and Nattivus Experience S.L. The booking made through the website does not imply a direct contractual relationship between the user and the Partners.

Nattivus Experience S.L. claims no rights over the trademark or logo of the Andean Explorer train, as these are the property of PERURAIL, provider of the services of the ANDEAN EXPLORER, A BELMOND TRAIN.

2. Acceptance of the conditions

Accessing peruluxurytrain.com and booking its services implies acquiring the status of user and the declaration that you have read, understood, and accepted these Booking Conditions, Privacy Policy, and Terms of Use, which are integral parts of this Legal Notice.

3. Reservations

To make a reservation, you must follow the steps indicated in the “Reservations” section, which you can access by Clicking here

You can also contact us by one of the following ways:

WhatsApp: (+1) 555 729 8331

E-mail: info@peruluxurytrain.com

You will receive a confirmation email immediately after completing the booking process and paying 15% of the total trip price via credit card or PayPal.

If you pay the 15% deposit via bank transfer, the booking confirmation will be issued within 24-48 hours after the transfer is made.

You have up to 65 days before the travel date to pay the remaining 85% of the total amount. If this second payment is not made within 65 days, the booking will be canceled, and a 25% penalty will apply.

In the exceptional case of unavailability on the selected date, we will offer you alternative dates or other services that may be of interest to you.

No compensation will be provided if the service is unavailable on the requested date.

4. Payment

Payments are accepted via Visa, Mastercard, and Amex cards, as well as PayPal and bank transfer. You can pay in euros, US dollars, British pounds, Mexican pesos, Argentine pesos, and Colombian pesos.

First Payment: Upon making your reservation, you must pay 15% of the total trip amount via credit card or PayPal. If paying by bank transfer, you have 72 hours to complete the payment. If the payment is not received within this period, your reservation will be canceled.
Second Payment: You must pay the remaining 85% up to 65 days before the travel date. If this payment is not completed within 65 days, the booking will be canceled, and a 15% penalty will apply to the total booking amount.

5. Cancellation policy

Free cancellation up to 90 days before the travel start date. 100% of the amount paid will be refunded.
Cancellation between 90 and 45 days before the travel start date: 15% penalty. The remaining 85% will be refunded.
Cancellation between 44 and 30 days before the travel start date: 50% penalty. The remaining 50% will be refunded.
Cancellation less than 30 days before the travel start date: 100% penalty. No amount will be refunded.
No-show on the day of travel: 100% penalty. No amount will be refunded.

Notes:

The penalty is applied based on the total cost of the trip.
For any cancellation, days are counted excluding the departure date.
Cancellation and/or travel insurance policies that have been contracted are non-cancellable and non-refundable under any circumstances.
If you wish to cancel a confirmed booking, you must notify the cancellation in writing via email to: info@peruluxurytrain.com

6. Changes

a) Changes to the travel date:

Free date change is allowed more than 90 days before the departure date.
Less than 90 days before the departure date, such change will incur a surcharge of 10% of the ticket value as administrative fees, in addition to the applicable fare difference, in case the new date has a higher fare.
If the new date has a lower fare, no refund will be made for the difference.
In the case of a higher fare, the fare difference must be paid.
Changes are subject to availability.

b) Changes in passenger identity:

Name changes of passengers are permitted up to 72 hours before the departure date.

7. Rates

The Belmond Andean Explorer uses a dynamic pricing system known as Best Available Rate (BAR). This means that journey prices may vary depending on market demand, seasonality, availability, and other factors. Therefore, rates may change over time, and booking in advance may offer better prices.

8. Assistance and Cancellation Insurance

When booking your trip, we offer you the optional inclusion of an Assistance and Cancellation Insurance. We highly recommend purchasing this or a similar insurance to cover potential penalties for unexpected trip cancellations, as well as possible illnesses, death, accidents, loss of belongings, luggage, and other unforeseen circumstances.

Our Multiasistencia Plus with Cancellation Insurance covers cancellations for up to 43 guaranteed reasons, ensuring protection against last-minute cancellations for any reason specified in the insurance policy’s general and specific conditions.

You can see the coverage summary and complete coverage detail here:

Coverage summary

Complete coverage

9. Limited Liability

Nattivus Experience S.L. shall not be held liable for delays, changes, cancellations, or incidents during the trip that are attributable to causes beyond its direct control, including but not limited to train operations, weather conditions, or decisions made by the partner (PERURAIL).

10. Force Majeure

These conditions will not be considered breached if non-compliance results directly or indirectly from causes beyond reasonable control, including but not limited to war, declared or undeclared, riots, terrorism, industrial disputes, strikes, accidents, fires, earthquakes, floods, government actions, epidemics, pandemics, transportation embargoes, or any other cause beyond reasonable control.

11. Refunds

If the customer does not present a valid identification document and, as a result, fails to sufficiently prove ownership of the travel ticket, boarding may be denied, and no refund shall be granted under any circumstances or for any reason.

In the event of a no-show or failure to arrive on time at the start of the journey, no refund or credit for future travel will be issued.

Early termination of the trip: If the customer chooses to interrupt the trip voluntarily, no refund or credit for future travel will be granted. Additionally, no refunds will be issued for any part of the itinerary not completed due to personal reasons.

12. Boarding

To board the train, each passenger must:

Carry a valid National ID or Passport
Arrive at least 30 minutes prior to the scheduled boarding time
Present a digital or printed train ticket

Additionally, the right is reserved to restrict or deny boarding to individuals whose health condition is deemed unsuitable for travel and/or to women in advanced stages of pregnancy (seven months or more).

13. Complaints and Issues During the Journey

If you have a complaint or encounter any issue during your journey, please immediately inform the onboard train staff so they can provide a prompt solution to rectify the problem during the trip. Failure to do so may result in the loss or reduction of any right to compensation you might have.

14. Child Policy

There is no differentiated fare between children and adults. Infants and children must travel accompanied by a responsible adult (over 18 years old) and in accordance with the following provisions:

Infants are considered to be those between 0 and 2 years old. They will not be charged a fare if they share the cabin of the responsible adult during the journey.
Only one infant per cabin is permitted.
Children are considered to be those between 3 and 11 years old.
If traveling with both an infant and additional children, the children must be accompanied by a second responsible adult. Please note that the system allows only two adults and one infant per cabin, or one adult and one child.
Unaccompanied children will not be allowed to travel.
Under no circumstances will we assume responsibility for the care of infants and children, as they remain the sole responsibility of the accompanying adult.
We do not provide child-specific accessories or equipment such as high chairs, cribs, or similar items, as the service experience is designed for an adult audience.

15. Law and Jurisdiction

Any disputes or other matters related to these legal conditions shall be interpreted in accordance with Spanish law, and the courts of Madrid, Spain, shall have exclusive jurisdiction.

The Judges and Courts of the city of Madrid shall be competent to resolve disputes arising from their use, interpretation or application of these conditions.

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