How does TerraTravelExperience guarantee the confidentiality of my identity documents? For services such as the Inca Trail or train tickets, we require passport copies. These files are stored on encrypted servers and are only shared with relevant government entities (Ministry of Culture) for the issuance of official permits.
Who has access to my health information and physical conditions? This information is treated as “Sensitive Data.” Only the operations staff and your assigned guide will have access to these details to ensure your well-being during high-strenuous physical activities.
Do you sell my contact information to other tourism companies? Absolutely not. Under no circumstances do we trade databases. Your information is used exclusively for managing your itinerary and direct communications from the agency.
How do you manage itinerary changes due to weather factors or strikes? As a Cusco-based agency, we have real-time monitoring. In cases of force majeure, we use your emergency contact to coordinate immediate rescheduling, always prioritizing your safety and minimizing financial impact.
What safety protocols do your guides and transportation follow? All our providers undergo an annual audit. Vehicles have valid insurance (SOAT) and first aid kits, while our guides are certified in Wilderness First Aid (WFA/WFR).
Can I request customized services or last-minute changes? Yes, we specialize in tailor-made experiences. Any modification is subject to third-party availability (trains/tickets), but our Cusco support team manages these requests with high priority.
What are the accepted payment methods and their security level? We accept international transfers and card payments through PCI-DSS Level 1 certified gateways. This ensures that your banking data is never visible to our staff.
What is the policy if I cannot travel due to medical reasons? We understand unforeseen events. Although state permits are non-refundable by law, TerraTravelExperience offers flexibility in our own services and assistance in managing claims with your travel insurance.
