Cancellation Policy, Terms and Conditions
Scope of our service
Our system displays all information about the services offered, but not availability. When you make a reservation, you will immediately receive an automatic notification with a copy of the recorded information. Within 48 hours, one of our advisors will contact you by email to confirm the status of your reservation, depending on the availability of the requested service. It is the passenger’s responsibility to provide their correct email address and phone number. If you do not receive the confirmation email within the specified timeframe, you must contact Ecolucerna Experience. Our company, Ecolucerna Experience, is a tour operator in Madre de Dios and occasionally acts as an intermediary between tour operators and passengers. To facilitate the process of booking tourist services, we have commercial agreements with various local operators who are responsible for providing services not directly provided by Ecolucerna Experience, which are subject to strict quality control.
Important information: consider check-in and check-out times to adapt to your flights and avoid paying additional fees to maintain the prices offered on standard programs.
- Check-in: 1:00 PM (Morning arrivals: pick up at the airport or other point and wait for the last arrival in the city center)
- Check-out: 10:00 AM (The boat departs at 8:00 AM from the Lodge, arriving no later than 10:00 AM in Puerto Maldonado)
Please read our terms and conditions carefully before confirming your reservation. Remember that Ecolucerna Lodge is a private space in the middle of the Tambopata National Reserve, so we only accept visitors with prior reservations and a defined plan.
Our team can assist you in Spanish and English.
Our prices do not include tips or extras (drinks, additional activities). Amounts are non-negotiable.
Program and Service Prices
All rates are expressed in US dollars and soles; they do not include the 18% IVA applicable to Peruvians and foreigners residing in Peru (exempt for foreigners).
Published rates are valid for holidays, public holidays, or long weekends, unless otherwise expressly stated.
Rates for groups of more than 10 people are subject to discounts. Please contact our reservations department at info@ecolucernalodge.com
All transportation rates are subject to change, and availability will be confirmed on the day of booking. One of our advisors will email you the available rate.
Reservations, Payments and Deposits
To confirm your reservation, we must have received payment for the contracted services or your security deposit. Your reservation will be confirmed when one of our advisors informs you via email about its confirmed status and the corresponding confirmation code.
Payments or security deposits must be made through our online system or, failing that, to the company’s bank accounts.
Tour Package Reservations
You will receive confirmation of your requested reservation by email, including the reservation code for each tour service you have booked.
Confirmation of services will be processed after receiving your online reservation request and receiving the security deposit or full payment within the established timeframe. The tour operator will contact the passenger at the destination. They must present their passport or ID and pay the balance in cash (if applicable) to begin providing tour services. Ecolucerna Experience will provide the client with the operator’s and tour guide’s contact information before the start of any contracted tour activity.
It is the passenger’s responsibility to provide their arrival and departure information in advance.
If the passenger requires pickup at a specific location other than the one published in the itinerary, they must coordinate this in advance with Ecolucerna Experience to review any additional charges.
If you purchase a tour package with transportation, you must arrive early at the indicated time to check in at the bus company’s boarding station or at the airport to collect your boarding pass or ticket and check in. The company is not responsible if the passenger loses their ticket for reasons beyond their control, such as late arrivals, waiting in lines, failure to check in, or other reasons.
All ticket reservations are personal, non-transferable, non-endorsable, and non-refundable. They are also subject to the transportation company’s cancellation policies.
All tours are subject to weather conditions. If weather conditions prevent the tour from operating, the terms and conditions of each service will apply (no refunds).
After receiving confirmation by email or other means of communication, the client has a maximum of 48 hours to provide any comments. If the client has not provided any comments during this period or has already begun using the contracted services, the company assumes acceptance.
It is the client’s responsibility to pay the deposit or balance of the contracted service within the deadlines established by Ecolucerna Experience. If these deadlines are not met, the company reserves the right to cancel the reservation without refund.
Cancellation, rescheduling and refund policies
To guarantee your stay at Ecolucerna Lodge, advance and/or full payment of your reservation is required.
A minimum of 50% if purchased through direct service channels such as email, WhatsApp, and/or phone calls.
A 100% deposit is required if purchased through the website via the experience tab and using the selected bungalow category.
- This deposit guarantees the availability of your accommodation for the selected dates.
- Payments by credit card, bank transfer, and/or international e-wallets such as We Travel are accepted.
Cancellations made fifteen (15) days or more in advance
Cancellations made within 15 days prior to the guest’s arrival will result in the full deposit being charged as a NO SHOW.
Cancellations made up to 30 days before the reservation date will result in a minimum charge of 50% + platform fees (5%).
Cancellations made up to 45 days prior to the reservation incur a 10% administration fee and platform commission. These fees may be refunded through available channels such as Western Union, We Travel, and/or similar.
Cancellations made 45 days in advance incur full refunds, deducting only processing fees from the channels used, or these balances may be used to transfer travel dates to other channels or the same ones.
Alternatively, guests may reschedule their stay at no additional cost, choosing new dates within six months of the original arrival date, provided that our sales channel is notified at least 15 days in advance.
The management reserves the right to accept cases beyond the company’s control and/or responsibility.
All rescheduling is subject to availability and possible rate adjustments.
Special requests may be accommodated only in the case of medical conditions of the registered travelers or social issues within the country beyond the travelers’ control. These will be negotiated and responded to by our company according to our policies, and an exception will be made if these have not already incurred expected expenses that guarantee the operation and customer service.
Cancellations with fourteen (14) days or less notice
In the event of cancellation within 14 days prior to the check-in date:
- No refund will be issued.
- It will not be possible to change dates or reschedule the stay.
Cancellations due to force majeure
Cases of force majeure will be considered those due to extraordinary situations (natural disasters, pandemics, or other national emergencies) that make travel impossible.
In these circumstances, the guest will have the option to reschedule their stay within a maximum period of 6 months from the original arrival date, always subject to availability.
Important note: There will be no exceptions to the Cancellation Policy.
Documentation
Passengers must carry a valid passport or travel document appropriate to their nationality, in accordance with Peruvian legal requirements.
Passengers who contract our services as foreigners not residing in Peru must send a copy of their immigration stamp with the date of entry into the country. This stamp must not exceed the number of days established by current regulations for VAT exemption. Otherwise, they will be required to pay VAT on the total value of the contracted service.
Family groups with children must carry their passport or ID. If traveling with only one parent or guardian, they must present a notarized permit with parental authorization. If you have made the payment and do not present this documentation, the service will not be provided and a 100% penalty will be applied.
Responsibility and Obligation
Liability for services not provided due to the negligence of Ecolucerna Experience or our staff will be limited to the actual cost of the omitted services and excludes all resulting indirect costs or consequences. In such cases, Ecolucerna Experience will endeavor to offer alternatives of equal or lesser value, subject to availability.
Clients agree that Ecolucerna Experience assumes no liability for failure to provide the services offered in the event of adverse weather conditions or unforeseen natural disasters. Ecolucerna also acknowledges that it will not be liable in the event of political unrest, accidents, declaration of a state of emergency, border closures, strikes, or any other public event beyond the control of Ecolucerna Experience that could not be foreseen. In these cases, the value of the contracted service will not be refundable.
The passenger agrees that Ecolucerna Experience assumes no obligation or liability for any loss, damage, or injury incurred in connection with third-party services and accommodations contracted, including those provided by railroads, land transportation companies, shipping companies, airlines, adventure sports, hotels, and lodging establishments. All of these services operate under the laws of the country and are subject to regulations issued by the competent authorities. Ecolucerna Experience will provide the passenger with all e-tickets and/or reservation confirmations via the email address provided on the reservation form.
The services provided through this system are intangible, so if, for any reason, the passenger does not use them on the scheduled date and time, they will be responsible for the full cost of said services.
Payment Methods
- Visa, MasterCard, American Express, and Diners Club credit, debit, and prepaid cards.
- The company accepts cash deposits for payments in bank accounts in Peru and Western Union or Money Gram agents abroad.
- For cash payments from abroad through banks or remittance agents, the customer assumes the transaction cost.
- When paying by card in a currency other than the quote provided, the customer will be responsible for any differences in exchange rates applied by their bank.
- For cash payments, bank transfers and/or bank deposits in a currency other than the quote provided, the customer accepts the Ecolucerna exchange rate. Experience
- In case the customer makes a payment by card, Ecolucerna Experience reserves the right to request a copy or photo of the card used for payment, showing only the following information: the first four digits, the last four digits, and the cardholder’s name; and the cardholder’s passport or ID to prevent fraudulent transactions. If the cardholder will not be part of the travel party, they must send a signed letter by email indicating that they authorize the charge to their card.
- The official self-service and digital sales channels are those provided on our website www.ecolucernalodge.com
- Digital media such as Payment Link, PayPal, or others are subject to transaction fees from the platform that hosts our company data.
