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Can I cancel and be refunded for my Tour or Activity?

Unfortunately, the answer is no.

Cancellations or refunds are not possible for Tours or Activities. When a booking is made, Peruways promptly secures tickets and coordinates arrangements with guides and partners. As a result, Tours or Activities become non-refundable, irrespective of any unexpected situations that might prevent a passenger from participating in their scheduled experience.

 

Can I get back the funds by opening a chargeback through my bank?

 

The answer is no.

Chargebacks should not be mistaken for travel insurances. Initiating a dispute through a bank to reclaim funds while disregarding the agreed-upon terms and conditions is considered fraudulent behavior. When chargebacks occur, banks typically request supporting documents from merchants to verify the legitimacy of the purchase. Therefore, we strongly advise against engaging in such actions, as they can adversely affect the cardholder’s credit history.

Can I cancel and be refunded for my Aguas Calientes bus tickets?

Unfortunately, the answer is no.

Aguas Calientes Bus tickets cannot be cancelled or refunded. Once a booking is placed, the tickets are non-refundable, regardless of any unforeseen circumstances preventing a passenger from attending their scheduled journey.

If you get in touch with Peruways (contact@peruways.com) at least 10 days before your journey, you can change the date of your Aguas Calientes bus tickets. Please note that no further modifications will be possible within 10 days of the scheduled journey date.

 

Can I get back the funds by opening a chargeback through my bank?

 

The answer is no.

Chargebacks should not be mistaken for travel insurances. Initiating a dispute through a bank to reclaim funds while disregarding the agreed-upon terms and conditions is considered fraudulent behavior. When chargebacks occur, banks typically request supporting documents from merchants to verify the legitimacy of the purchase. Therefore, we strongly advise against engaging in such actions, as they can adversely affect the cardholder’s credit history.

 

Can I cancel and be refunded for my train to Machu Picchu tickets?

Unfortunately the answer is no.

Machu Picchu train tickets cannot be cancelled or refunded. Once a booking is placed, the tickets are non-modifiable, non-transferable, and non-refundable, regardless of any unforeseen circumstances preventing a passenger from attending their scheduled journey.

 

Can I get back the funds by opening a chargeback through my bank?

 

The answer is no.

Chargebacks should not be mistaken for travel insurances. Initiating a dispute through a bank to reclaim funds while disregarding the agreed-upon terms and conditions is considered fraudulent behavior. When chargebacks occur, banks typically request supporting documents from merchants to verify the legitimacy of the purchase. Therefore, we strongly advise against engaging in such actions, as they can adversely affect the cardholder’s credit history.

 

Can I cancel and be refunded for my Machu Picchu tickets?

Unfortunately the answer is no.

Machu Picchu tickets cannot be cancelled or refunded due to the Peruvian government’s strict policy. Once a booking is placed, the tickets are non-modifiable, non-transferable, and non-refundable, regardless of any unforeseen circumstances preventing a visitor from attending their scheduled visit.

The Peruvian government, as reflected in Peruways’ terms and conditions, has made it clear that these rules apply to all visitors, and they are strictly enforced to manage the high demand and limited capacity of the site while ensuring a fair and efficient ticketing system.

It’s important to plan your visit to Machu Picchu carefully and consider potential travel disruptions or changes in your schedule beforehand, as the tickets’ inflexibility can be challenging in certain situations.

 

Can I get back the funds by opening a chargeback through my bank?

 

The answer is no.

Chargebacks should not be mistaken for travel insurances. Initiating a dispute through a bank to reclaim funds while disregarding the agreed-upon terms and conditions is considered fraudulent behavior. When chargebacks occur, banks typically request supporting documents from merchants to verify the legitimacy of the purchase. Therefore, we strongly advise against engaging in such actions, as they can adversely affect the cardholder’s credit history.

Add-ons refer to additional services, like the Aguas Calientes bus tickets and Private guide service, that customers can opt for after reserving train tickets or a Machu Picchu ticket. These services are presented as options after finalizing the primary purchase and are billed separately from the main product (either the Train ticket or Machu Picchu tickets).

Customers have the option to acquire Aguas Calientes and Machu Picchu bus tickets, as well as the 2-hour Machu Picchu Private Guide services, as add-ons following the purchase of a primary product such as a Machu Picchu ticket or Train Tickets.

No, customers will not receive a separate email for add-ons bought right after purchasing Machu Picchu or train tickets. This is because add-ons are considered a part of the primary purchase. As long as the payment is successfully processed, it signifies that the service has been booked. Boarding passes for bus add-ons will be dispatched concurrently with the Machu Picchu access passes or train boarding passes.

You should take a luggage not bigger than 40x20x25cm.

We highly suggest to leave you large luggage in your hotel in Cusco

Pick-up from hotels it is a courtesy service and it can only take place from hotels or accommodations located in Central Cusco and with easy access (no narrow roads such in San Blas area).

Passengers should check if their hotels or accommodations are located in Central Cusco. If hotels or accommodations are not in Central Cusco or have difficult access, passengers should choose, during the booking process, to be picked up from the meeting point located in Central Cusco.

On certain services, Peruways offers a complimentary shuttle service to customers purchasing train tickets. If a customer chooses not to utilize the shuttle service for travel between Cusco and Ollantaytambo station or vice versa, or if they opt for their own transportation arrangements, they will not be eligible for a full or partial refund.

When making a train ticket booking, the customer is covering the cost of the train ticket and that does NOT includes the FREE courtesy pickup service to or from Cusco.

 

Is it possible to receive a refund for unused train tickets?

No, once a train ticket has been issued, it cannot be modified or refunded, regardless of unforeseen circumstances preventing their use.

 

IMPORTANT

Engaging in deceptive practices or ignoring the terms and conditions to secure a refund is in violation of established regulations and may be viewed as fraudulent activity.

Peruways strongly promotes responsible conduct and places high value on the trust of its customers. Let’s uphold honesty and ensure a pleasant travel experience. Our dedicated customer service team is available to assist you at every stage of your journey

Van + Train or Train only services should not be booked less than 3 hours of the departure time. Even if the system let visitors book train tickets less than 3 hours before the departure time, we cannot guaranteed the tickets and seats will be reserved.

We recommend not to book Van + Train or Train only service less than 3 hours the departure time. We highly suggest to book transportation service 24 hours in advance or at least 12 hours before the departure time.

In CUSCO:

In plaza regocijo wait in front of the water fountain until the driver or a member of the staff call you name to direct you to your vehicle.

In OLLANTAYTAMBO:

Once your train arrive to Ollantaytambo Station you need to exit the station. The pickup will take place at the exit of the train station (in front of the exit gate). Wait until an agent will call your name to direct you to your vehicle.

 

On dual services (VAN + TRAIN) the pick point in Central Cusco is located in Plaza Regocijo (also known as Plaza Kusipata). This place is only a few meters from the Plaza de armas (main square) and it is a convenient location if you are hosted in one of the hotel in Central Cusco. Passengers must wait in from of the water fountain.

 

 

 

In Ollantaytambo the pick up point is at the exit gate of the Ollantaytambo train station. Passenger must wait in front of the exit gate.

The Van + Train offers are two services provided by two companies and their services are managed by Peruways.

The total Van + Train fare displayed on the Peruways website, is the result of the the the public train fare provided by the railway operators + the shuttle fare.

Under what circumstances might there be a change from a direct train service to a combination of bus and train service between Cusco and Machu Picchu or vice versa?

In certain situations, and without prior notice, railway operators may opt for a combined BUS + TRAIN service instead of the regular direct train service between Cusco and Machu Picchu, as well as Machu Picchu to Cusco. This adjustment can arise due to unexpected rail maintenance, adverse weather conditions, or any other factors that could compromise the safety of passengers.

What happens if the rail segment between Cusco and Ollantaytambo, or Ollantaytambo to Cusco, is undergoing maintenance or temporarily closed?

If the railway section between Cusco and Ollantaytambo, or Ollantaytambo to Cusco, be undergoing maintenance or temporarily inaccessible for any reason, passengers will disembark at the Ollantaytambo station. The railway operator will then facilitate transportation from Ollantaytambo to Cusco by road, ensuring a seamless transition, all at no additional expense to passengers.

Pick up from hotels are only available on certain departures from Cusco or Puno.

In order to be able to be picked-up from your hotel you must book a transportation service which include the courtesy pick-up from hotel service.

You can know if the transportation service include (or no) the courtesy pick-up from hotel service during the booking process.

Please note pick up from hotels is a courtesy service which meant that is provide as a good gesture.

Pick up from hotel can only be offered from hotels with easy access and within Central Cusco or Central Puno.

 

If hotel are located outside Central Cusco/Puno or have difficult access, passengers will need to go to the main departure point.

Departure points are located in Plaza Regocijo (in front of the water fountain).

One small bag

  • Maximum size 40cm x 20cm x 25cm (including any handles or wheels)

  • Includes items like a small trolley case, handbag, rucksack and laptop bag, but please check dimensions
  • Needs to fit under the seat in front of you

Passengers with larger bags/luggage will need to pay 20 PEN extra per luggage or book a private transportation service.

 

Yes, you can buy your tickets just 24 hours in advance but you will not be able to buy tickets less than 20h before the departure time.

We recommend to book enough in advance to avoid disappointment!

In order to reduce the number of visitors at the same place, the Peruavian government has created  four (4) circuits to visit the citadel of Machu Picchu:

Circuit 1 ( high short)

Circuit 2 (high long)

Circuit 3 (Low short)

Circuit 4 ( Low long)

Not all Machu Picchu tickets have access to the same part of Machu Picchu but they all provide a great experience:

 

Machu Picchu only ticket:

This type of Machu Picchu ticket allow visitors to do a visit of the citadel using the circuit 1, circuit 2, circuit 3 OR circuit 4.

Please note this type of ticket Machu Picchu let visitors make a visit using one of the circuits mentioned above but visitors CANNOT  make a visit using the fours circuits within a single visit. If a visitor start their visit using the circuit 3 for example they will not be able to visit the Machu Picchu later using the circuit 1, 2 or 4.

 

Machu Picchu + Huayna Picchu ticket:

This particular ticket for Machu Picchu permits visitors to explore the citadel via circuit 4.

Circuit 4 is one of the most comprehensive routes through the lower part of the site, as it grants access to the most significant ruins in the lower area of the citadel. Moreover, with this Machu Picchu + Huayna Picchu ticket, visitors have the opportunity to hike up the most popular mountain, Huayna Picchu. This allows for a complete experience of both the cultural and natural wonders of the area.

 

Machu Picchu + Huchuy Picchu ticket:

This type of Machu Picchu ticket allow visitors to do a visit of the citadel using the circuit 4

Circuit 4 is one of the most comprehensive routes through the lower part of the site, as it grants access to the most significant ruins in the lower area of the citadel. Additionally with this Machu Picchu + Huchuy Picchu ticket visitor will be able to hike this new mountain and enjoy a beautiful view of the whole citadel without spending a lot of time hiking.

 

Machu Picchu +mountain ticket:

This type of Machu Picchu ticket allow visitors to do a visit of the citadel using the circuit 3.

The circuit 3 is short but nice circuit letting visitors having access to the most essential parts of the citadel. Visitors holding this Machu Picchu + mountain ticket will make a visit of the citadel using this short circuit in order to have time to hike the Machu Picchu mountain and enjoy the best view of the citadel. Iconic Machu Picchu pictures are taking from the top of this Machu Picchu mountain!

The circuits at Machu Picchu follow a one-way direction. This means that visitors proceed in a single direction from the entrance of the citadel towards the lastest point of the circuit and cannot backtrack. For instance, if a visitor begins the tour at point A and progresses to point B, they cannot return to point A. They may only pause briefly at point B, for taking photos, for example, before continuing to the next point C.

ISIC student cards alone are not accepted by Peruvian Authorities, therefore they cannot be used to book student tickets.

ISIC student cards can ONLY be used along with a National student card (card from your country), as an extra card if some information is missed on the national card.

Unfortunately as per the Peruvian Authorities ISIC student cards can NOT be used alone for any discount.

Students are responsible to provide valid student cards. Peruways cannot be held responsable if visitors provide invalid documents and Machu Picchu staff denied the entrance.

Your tickets will be automatically reserved after having completing the booking process and submitted the visitors details.

Tickets are sent by email within 24 hours. If tickets are booked during the weekend, tickets could be sent the next working day.

In certains circunstances, tickets can be longer to be sent due to payments delays. Tickets will be sent once payments are confirmed by the customer banks.

 

Failing to submit visitor details on time may result in the forfeiture of the purchased spaces without recourse. Visitor details are a crucial component of the booking process, as access passes are personalized with names, last names, nationality, passport numbers, and ages. Without these details, access passes cannot be issued. Visitors who neglect to provide their visitor details will lose the right to visit during their desired slot. While an alternative slot may be offered as a goodwill gesture, no cancellations will be permitted in accordance with our terms and conditions.

The access to Machu Picchu is reserved to people with a standard ticket and to the hikers of Inca Trail treks. The hikers of the Inca trek have an Inca trek tickets which allow them to visit the citadel of Machu Picchu on the second day, after their hike on day 1. The capacity of the entrance to Machu Picchu is apart from the limit of visitors of regular tickets.

Peruways can book and sell the standard entrance tickets but it can also book Inca Trail tickets when standard tickets are sold out.

This allows Peruways to offer the Machu Picchu Premium tickets which basically it is 2-day Inca Trail ticket, which includes the access to Machu Picchu.

Please note this Machu Picchu Premium ticket will only let you access to Machu Picchu circuit 3.

You will not do the Inca Trail trek as that required extra payment for guides, porters, tents, food etc…

Visitors with a Machu Picchu Premium Ticket will be able to enter to Machu Picchu once anytime from 6am to 2pm. The visit length is usually 2-3 hours using the Circuit 3.

On the ticket there will be 2 dates. Do not take in account the first date as is related to the Inca Trail that you will not do.

The date of entry for you will be the second one displayed on the tickets “Valid for Machupicchu”.

 

This is the reason why the price is higher than the standard tickets.

When a book is made for your entrance to Machu Picchu using a Machu Picchu Premium Ticket, Peruways have to buy at the same time an entrance to the 2-day Inca Trail, even if you will not use it.

While a guided tour is not mandatory with a standard ticket, booking a guide is mandatory with the Machu Picchu Premium Ticket.

The reason a guide is required with this ticket is that the Peruvian government mandates that an official guide, authorized to navigate the Inca Trail, be registered at the time of issuing the access passes.

Visitors purchasing Machu Picchu Premium Tickets will receive an email upon purchase and will need to proceed with booking a guide. If the visitor does not book a guide or does so late, the system will not reserve spots, and once these are exhausted, the system will cancel the reservation.

Please note that this is ONLY mandatory for Machu Picchu Premium Tickets. Visitors with standard tickets do NOT need to book a guide

If the Machu Pichu only tickets, Machu Picchu Circuit 4 + Huchuy Picchu, Machu Picchu Circuit 4 + Huayna Picchu and Machu Picchu Circuit 3 + Mountain are sold out you can get a premium ticket.

Premium tickets are more expensive but it visitors visit Machu Picchu using the circuit 3.

PERUWAYS is not responsible for any event that prevents the use of Machu Picchu Tickets such as: natural disasters, strikes, medical conditions, personal reasons or any event beyond our control that prevents you from using MACHU PICCHU TICKET; Therefore, we will not be able make any refund or modification on your ticket(s).

Visitors who open fraudulently disputes through their bank will risk penalties, sanctions and/or being pursued under their local authorities.

If  a visitor failed to reach Peru or Machu Picchu for exceptional circumstance such as health or transportation issues, they must contact their travel insurance to be covered. Disputes or chargebacks through banks are NOT travel insurances and they can be considered as a financial fraud if they are used to try to reversed transactions against the rules.

The Citadel of Machu Picchu is a national and international classified and protected site; therefore, it depends on Peruvian Government and particularly on the Ministry of Culture Cusco. They establish access conditions, regulations, entrance fees.

Visitors who attempt to reserve student tickets without a valid student ID or without falling within the 18 to 25 age bracket will be denied entry to Machu Picchu and will not receive refunds.

Bookings made by visitors, whether national or foreign, who do not possess the appropriate nationality for the ticket type will result in order cancellation, and no complaints will be entertained.

Visitors are responsible for selecting the correct tickets based on their eligibility. The ticketing system automatically generates bookings based on the provided information, and it is the customer’s responsibility to ensure accurate information is provided.

No, you need to book your tickets through our booking system and have a valid Student Card and Passport in order to be able to used a discounted student ticket.

Student cards provided must show the following information: university/school information, full student name, student, photo and valid date within a single year (eg 2022-2023) . Multiyear cards are not accepted by the Peruvian authorities (eg 2021-2025).

The discount is valid for students until their 25 years old.

Tickets will NOT be refunded if the access is denied if visitors do not have a valid student card.

Machu Picchu tickets are NOT sold at the entrance gate. We highly recommend you to buy your ticket through our booking system at the earliest.

The Machu Picchu Tickets availabilities are provided by the Ministry of Culture.

It is not possible to cancel or refund your Machu Picchu tickets once they have been issued. Unfortunately the Ministry of Culture does not accept any cancellation modification or refunds after issuing Official Machu Picchu Tickets.

The best option is climbing to the Machu Picchu Mountain.

Most of visitors want to climb the Huayna Picchu for the view. However they do not know that the view from the Mountain is more beautiful. The reason is because you can get a more picturesque view of the overall site like on the famous pictures. Most of the visitors like to book the Huayna Picchu because is more popular (due to marketing) but the view they get from there is not the most authentic and they miss the nice view from the Machu Picchu Mountain.

The child tariff can be applied on children from 3 to 17 years old.

Children up to 2 year old can access for free if they can prove they have less than 36 months the date of their visit.

Unfortunately is not possible to change the name, passport number or date of visiting after placing the order of the ticket(s).

Peruways will not be responsible if  customers provide not accurate personal information with mistakes.

The best option to the Machu Picchu only tickets is the Machu Picchu circuit 4 + Huchuy Picchu ticket. The prices is the same.

Services Available

Get by email a list of times of departure and arrival of all services available.

People say about us

Good fast service. We booked last minutes tickets for the Machu Picchu and mountain without issues

Jason, USA

Pick from the hotel to transport terminal and then directly to Ollantaytambo. Perfect service

Selena Gomez

Transport from Cusco to Machu Picchu within our budget, and met nice people. Jose the driver is amazing.

Sophie Moulin

People say about us

Good fast service. We booked last minutes tickets for the Machu Picchu and mountain without issues

Jason, USA

Pick from the hotel to transport terminal and then directly to Ollantaytambo. Perfect service

Selena Gomez

Transport from Cusco to Machu Picchu within our budget, and met nice people. Jose the driver is amazing.

Sophie Moulin
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