The agreement between you and Peruways when you book Machu Picchu entrance passes, train tickets, bus tickets or shuttle services through our website.
Last updated: 25 September 2026
These Terms & Conditions and the Cancellation Policy govern your use of the Peruways reservation system available at https://peruways.com and the purchase of Access Passes, tickets and services through it. By completing a booking on the Peruways portal, you (the "Customer") accept these Terms in full.
Effective date: 25 September 2026
Peruways is a booking platform that facilitates the purchase of official Machu Picchu Access Pass(es) issued by the Peruvian Ministry of Culture. Peruways is not the issuer of the Access Pass, which is issued by the Peruvian Ministry of Culture.
Peruways: the name of the portal through which Customers access our services, available at https://peruways.com.
Customer: the individual interested in purchasing electronic passes.
Access Pass(es): the Machu Picchu entrance cost (rights of admission and taxes) plus credit card fees plus Peruways service fees.
By using our reservation system, the Customer acknowledges and accepts these Terms, under which our services are provided. These Terms are public to ensure the Customer is fully informed before booking.
Access Pass(es) to Machu Picchu are personal, nominative and non-transferable. They are valid only when presented together with the identity document corresponding to the name on the pass and, when a student rate applies, with a valid physical student card.
The Customer grants Peruways authorization to book the Machu Picchu entrance on their behalf through the Peruvian Authorities as soon as the booking process is completed on peruways.com.
Upon successful payment, the Customer automatically receives a Peruways Reservation Ticket by email. This is an official Peruways document confirming the reservation details (ticket type, visit date and time slot). The Reservation Ticket is proof of the Customer's purchase and protects the Customer's booking, but is not the access pass to be used at the entrance. The official Access Pass(es), issued by the Peruvian Ministry of Culture, are delivered automatically once the Customer has completed the check-in process by providing all mandatory visitor details. Delivery timeframes are:
Once the internal booking process has started, advance-period orders cannot be canceled or refunded.
Peruways cannot process an order if any visitor's information is missing or incomplete. The Customer is responsible for providing all required details accurately and on time. Failure to do so does not entitle the Customer to a refund.
The Customer must provide a correct and regularly checked email address. Peruways is not responsible for typographical errors or for email addresses that the Customer does not actively use. Our system automatically sends the Access Pass(es) to the email address submitted in the order.
Entry to Machu Picchu is strictly limited to the time slot printed on the Access Pass(es). A 45-minute grace period is allowed - for example, a pass for 11:00 AM permits entry between 11:00 AM and 11:45 AM. Entry beyond this window will be denied by Ministry staff, and no refund will be provided for late arrivals.
The Customer is responsible for booking the correct ticket category. Machu Picchu public agents reserve the right to deny entry if an incorrect category is booked. Peruways will not refund purchases in this case.
If the specific pass type requested is not available at the time of purchase, the Customer may receive an alternative type of Machu Picchu pass (for example, from Machu Picchu Only to Machu Picchu + Huchuy Picchu). The alternative pass will be similar to the original and will grant access to the citadel.
The Ministry of Culture may change entry times to Machu Picchu, Huayna Picchu or the Mountain for security or conservation reasons at any time without notice. Such changes do not entitle the Customer to a refund.
An order cannot be classified as a duplicate or "similar" if it was placed with any change in date, number of visitors, or correction to the initial order.
The service is considered rendered from the moment the reservation or Access Pass(es) are sent by email from Peruways to the email address provided by the Customer.
Children aged 3 to 17 qualify for a discounted pass upon presentation of a valid passport or identity document. Children under 3 do not require a ticket. Students may qualify upon presentation of a valid plastic student card showing: full name, photo, a single-year validity date (multi-year cards are not accepted), and the university or school. Paper cards are not accepted. Students must be 25 years old or younger. The discount does not apply to graduate, master's, or doctoral students. Discount conditions are defined and enforced by the Peruvian Authorities, not by Peruways. Customers who cannot provide the required documentation may upgrade to a standard/adult pass to avoid losing the amount paid; no refund will be granted otherwise.
By booking through Peruways, the Customer is charged for: (a) the Machu Picchu entrance cost (rights of admission and taxes); (b) credit card or payment processing fees; (c) Peruways service fees of USD 24 per pass, covering issuance and email delivery; (d) where applicable, an advance-period fee of USD 12 per pass for bookings made the year prior to the visit.
Prices are expressed in U.S. dollars (USD). The Customer is responsible for any additional commission charged by their payment method; this percentage varies by country and is determined by the bank, card issuer or financial institution.
The Customer is responsible for any additional costs associated with paid modifications or cancellations of their Access Pass(es).
The Customer understands that initiating a chargeback with their financial institution for a legitimately issued booking constitutes a breach of these Terms. We retain IP address, timestamp and acceptance records for all bookings as evidence. The Customer agrees to pay any and all chargeback fees in such event. If Peruways has agreed to a partial or full refund as a gesture of goodwill or in accordance with these Terms, the Customer loses the right to that refund upon initiating a chargeback dispute.
The Customer agrees to pay any and all collection agency fees, court costs, attorney fees and related expenses if Peruways must employ a collection agency or law firm to collect overdue balances.
Aggressive, violent, abusive, threatening or criminal behavior will not be tolerated and will result in denial of access to the citadel without refund. The Ministry staff reserves the right to refuse entry to Customers showing signs of intoxication. Customers exhibiting behavior contrary to public morals or good conduct will be removed from the site. The following items are prohibited: weapons of any kind (blades, firearms, air-compression or hunting weapons), flammable liquids, sound equipment or any device producing intrusive noise, and animals.
Peruways is a booking platform. Peruways is NOT the issuer of the Access Pass (which is issued by the Peruvian Ministry of Culture), is NOT an operator of the archaeological site, is NOT an agent of the Ministry, and is NOT an insurer. Peruways acts as an intermediary between the Customer and the Peruvian Authorities. Peruways is not responsible for: accidents, losses, injuries, archaeological site closures, or extra expenses incurred in connection with our services; train, bus or transport services operated by third parties, including delays, mechanical failures or cancellations; damage to or loss of baggage; or the Customer's movements within the archaeological site. Customers who cannot complete their visit for any reason lose all rights to their Access Pass(es) and are not eligible for a refund from Peruways.
Peruways is not responsible for any event preventing the use of the Access Pass(es) - including natural disasters, strikes, medical issues, personal reasons or any event beyond our control. No refund or modification will be possible in such circumstances, except as stated in the Cancellation Policy for Ministry closures.
Personal data provided during purchase is used solely to process the Access Pass(es) transaction and is shared with the Peruvian Authorities strictly for the purpose of issuing the official passes.
These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which the Peruways booking platform is operated. Any dispute, controversy or claim arising out of or in connection with these Terms - including their existence, validity, interpretation, performance, breach or termination - shall be submitted to the exclusive jurisdiction of the competent courts of that jurisdiction, to which the parties irrevocably consent.
Peruways is a booking platform that facilitates the purchase of authorized, official train tickets. The train service is operated by third-party railway operators (PeruRail S.A. and Inca Rail S.A.C.) - Peruways is not the operator of the train service. Each carrier has its own Conditions of Carriage which apply to the transportation service.
Peruways is a booking platform. Peruways is NOT the operator of the train service, is NOT an agent of the operator, and is NOT an insurer. Peruways cannot and does not control the actual transportation service provided. The train service is provided by the relevant railway operator (PeruRail S.A. or Inca Rail S.A.C.) in accordance with the National Railway Regulations (Supreme Decree No. 032-2005-MTC).
Peruways' responsibilities are strictly limited to:
The transportation contract is between the Customer and the operator (PeruRail or Inca Rail), not between the Customer and Peruways. All matters related to schedules, equipment, on-board services, route changes and operational modifications are determined solely by the carrier.
Upon successful payment, the Customer automatically receives a Peruways Reservation Ticket by email. This is an official Peruways document confirming the reservation details (route, train, date, time and passengers) and is proof of the Customer's booking. It is not the boarding pass used at the station.
The official Boarding Pass(es), issued by the carrier (PeruRail or Inca Rail), are delivered automatically only after the Customer has completed the check-in process by submitting all mandatory passenger details. Delivery timeframes are set by the carrier and are typically within 48 hours of receiving complete passenger information. Failure to complete check-in on time will result in the boarding pass not being issued, and no refund will be due.
All train tickets are non-refundable and non-modifiable. Bookings are final from the moment of payment.
Exceptions may apply only if the Customer purchased the optional Refund & Modification Protection add-on at the time of booking. The rules, cutoffs, fees and refund formula governing the Protection add-on are set out in the Cancellation Policy under Refund & Modification Protection Add-on.
Both the Reservation Ticket and the Boarding Pass are personal and non-transferable. Transfer to another person is not possible. Boarding will be denied if the name on the Boarding Pass does not match the ID presented at the station, and no refund will be due in such case.
A 5% discount applies to both legs of a round-trip booking only when both legs are operated by the same carrier. If the Customer changes one leg's operator after booking, the discount is voided on both legs and a re-pricing applies. If any leg of a round-trip is missed, all remaining van or train journeys on the ticket's itinerary will be cancelled with no right to a refund, as the whole ticket will be considered a no-show.
For bundles including hotel pickup (VAN + TRAIN service provided by Peruways), the pickup window is between 5 and 60 minutes before train departure. The Customer must be ready in the hotel lobby during this window. A missed pickup is treated as a missed train; the ticket becomes non-refundable and no compensation is provided. The complimentary shuttle (when applicable) is extended as a courtesy, not part of the paid train service; Customers who choose alternative transport to the station do not qualify for any refund.
A valid passport or DNI is required at the station and must exactly match the name on the Boarding Pass. Passengers must arrive at the station 30 minutes before boarding time. The Boarding Pass may be shown printed or digital. Carry-on baggage is limited to one bag or backpack, maximum 5 kg / 11 lb and maximum 62 linear inches (157 cm). The carrier may deny boarding for passengers under the influence of toxic substances, alcohol or drugs, for those whose health condition is unsuitable for travel (for example, pregnancy at or beyond seven months), or for incomplete or mismatched documentation; no refund applies in any of these cases.
If the Customer books outbound and return tickets with different operators, Peruways is not responsible for missed connections caused by delays of either carrier, or for any consequential losses such as missed hotels, tours or flights.
The Customer is responsible for downloading the Boarding Pass(es) sufficiently in advance, while connected to a reliable internet network. Mobile coverage in the Sacred Valley and at certain stations is limited or unavailable. Peruways is not responsible if the Customer is unable to display the Boarding Pass at the station due to lack of internet signal or failure to download the document in advance, and no refund will be issued if boarding is denied for this reason.
Peruways' role is limited to facilitating the booking process. Peruways is not liable for:
All matters related to the actual transportation are governed by the carrier's own Conditions of Carriage. The Customer accepts that Peruways' service is considered provided from the moment the Reservation Ticket and/or Boarding Pass(es) are sent by email by Peruways.
The maximum aggregate liability of Peruways to the Customer for any single booking is limited to the amount paid to Peruways for that booking, and shall in no case cover indirect, consequential, or special damages.
In case the Customer cannot find or loses the Boarding Pass, it can be downloaded again using the link or button available in the email originally sent by Peruways with the Boarding Pass(es). The Customer is responsible for keeping access to this email or saving the document securely.
The Customer authorises Peruways to store, process and use personal data for the performance of this agreement and to comply with carrier reporting obligations, including the passenger manifests submitted to PeruRail and Inca Rail. Rights of access, rectification, cancellation and objection may be exercised by contacting us through https://peruwayshelp.tawk.help/.
Infants (0-2 years of age on the travel date) travel free of charge on the lap of a responsible adult and do not receive a seat. If a separate seat is required for the infant, the Customer must purchase a Child ticket. Children (3-11 years) pay the Child fare and occupy their own seat. Adults (12 years and over) pay the Adult fare. Children must travel accompanied by a responsible adult of 18 years or older; a maximum of two infants per adult is allowed, and the second infant must have its own seat at Child fare.
Peruways is a booking platform that facilitates the purchase of bus tickets between Aguas Calientes and the Machu Picchu citadel. The bus service is operated by Consettur Machupicchu S.A.C. - Peruways is not the operator of the bus service. Consettur's own Conditions of Carriage apply to the transportation service.
Peruways is a booking platform. Peruways is NOT the operator of the bus service, is NOT an agent of the operator, and is NOT an insurer. Peruways cannot and does not control the actual transportation service provided. The bus service is operated by Consettur Machupicchu S.A.C.
Peruways' responsibilities are strictly limited to:
The transportation contract is between the Customer and Consettur, not between the Customer and Peruways. Consettur's own Conditions of Carriage apply to the service and govern all matters related to the actual transportation, including schedules, equipment, on-board services, route changes and operational modifications.
Upon successful payment, the Customer automatically receives a Peruways Reservation Ticket by email. This is an official Peruways document confirming the reservation details (route, direction, date, passengers) and is proof of the Customer's booking. It is not the boarding pass used at the bus stop.
The official Boarding Pass(es), issued by the carrier (Consettur), are delivered automatically only after the Customer has completed the check-in process by submitting all mandatory passenger details. Delivery timeframes are set by the carrier and are typically within 48 hours of receiving complete passenger information. Failure to complete check-in on time will result in the boarding pass not being issued, and no refund will be due.
All bus tickets are non-refundable and non-modifiable. Bookings are final from the moment of payment. No exception applies - the Refund & Modification Protection add-on is not available for the Aguas Calientes ↔ Machu Picchu bus service.
Both the Reservation Ticket and the Boarding Pass are personal and non-transferable. Transfer to another person is not possible. Boarding will be denied if the name on the Boarding Pass does not match the ID presented at the bus stop, and no refund will be due in such case.
Round-trip tickets grant access to one uphill journey (Aguas Calientes → citadel) and one downhill journey (citadel → Aguas Calientes), both to be used on the Machu Picchu visit date. If any leg of a round-trip is missed, no refund applies for the unused segment, and the entire ticket may be considered a no-show.
A valid passport or DNI is required at the bus stop and must exactly match the name on the Boarding Pass. The uphill journey also requires a valid Machu Picchu Access Pass, which may be verified at boarding. The Boarding Pass may be shown printed or digital. Passengers should arrive at the Consettur bus stop with sufficient time before the intended departure - buses depart on a continuous basis (typically every 10-15 minutes during operating hours), and queues can be long during peak season.
Bus operating hours are set by the carrier and typically run from approximately 5:30 AM to 3:30 PM for uphill service and 6:00 AM to 5:30 PM for downhill service, subject to seasonal changes and Ministry of Culture rulings. Buses depart on a continuous basis, not on fixed individual departure times. Peruways is not responsible for waiting times, queue length, or delays caused by high demand.
Carry-on baggage is limited to one bag or backpack per passenger, in accordance with the size and weight limits permitted by the Machu Picchu citadel entrance policy (maximum 40 × 35 × 20 cm). Larger baggage cannot be brought on the bus. Excess baggage may be denied at the discretion of the carrier.
If the bus is booked as part of a wider itinerary (e.g. train + entrance + bus), Peruways is not responsible for missed connections caused by delays of the bus service, waiting times at the Consettur bus stop, or delays of other operators. The bus service does not include a guaranteed transfer time to trains or other services.
The Customer is responsible for downloading the Boarding Pass(es) sufficiently in advance, while connected to a reliable internet network. Mobile coverage in Aguas Calientes and along the road to Machu Picchu is limited or unavailable. Peruways is not responsible if the Customer is unable to display the Boarding Pass at the bus stop due to lack of internet signal or failure to download the document in advance, and no refund will be issued if boarding is denied for this reason.
Peruways' role is limited to facilitating the booking process. Peruways is not liable for:
All matters related to the actual transportation are governed by Consettur's own Conditions of Carriage. The Customer accepts that Peruways' service is considered provided from the moment the Reservation Ticket and/or Boarding Pass(es) are sent by email by Peruways.
The maximum aggregate liability of Peruways to the Customer for any single booking is limited to the amount paid to Peruways for that booking, and shall in no case cover indirect, consequential, or special damages.
In case the Customer cannot find or loses the Boarding Pass, it can be downloaded again using the link or button available in the email originally sent by Peruways with the Boarding Pass(es). The Customer is responsible for keeping access to this email or saving the document securely.
The Customer authorises Peruways to store, process and use personal data for the performance of this agreement and to comply with carrier reporting obligations, including passenger manifests submitted to Consettur. Rights of access, rectification, cancellation and objection may be exercised by contacting us through https://peruwayshelp.tawk.help/.
Children under 5 years of age travel free of charge on the lap of a responsible adult and do not occupy a seat. Children aged 5 years and older pay the applicable fare and occupy their own seat. Children must travel accompanied by a responsible adult of 18 years or older.
Peruways is a booking platform that connects Customers with independent local shuttle operators providing transportation between Cusco and Ollantaytambo. Peruways is not the operator of the shuttle service; the transportation is provided by third-party independent operators. This section governs the terms of the booking made through the Peruways platform.
Peruways is a booking platform. Peruways is NOT the operator of the shuttle service, is NOT an agent of the operator, and is NOT an insurer. Peruways cannot and does not control the actual transportation service provided. The shuttle service is provided by independent third-party local operators.
Peruways' responsibilities are strictly limited to:
The transportation contract is between the Customer and the operator, not between the Customer and Peruways.
Upon successful payment, the Customer automatically receives a Peruways Reservation Ticket by email. This is an official Peruways document confirming the reservation details (direction, date, departure or pickup time, passengers) and is proof of the Customer's booking with the operator.
Pickup details (hotel address, meeting point, driver contact where applicable) are communicated by email prior to the service date, once mandatory passenger information has been submitted through the check-in process. Failure to complete check-in on time may result in the service not being delivered by the operator, and no refund will be due.
All shuttle bookings are non-refundable and non-modifiable. Bookings are final from the moment of payment.
Exceptions may apply only if the Customer purchased the optional Refund & Modification Protection add-on at the time of booking. The rules, cutoffs, fees and refund formula governing the Protection add-on are set out in the Cancellation Policy under Refund & Modification Protection Add-on.
The Reservation Ticket is personal and non-transferable. Transfer to another person is not possible without prior written approval. Boarding may be denied by the operator if the passenger's identity does not match the booking, and no refund will be due in such case.
A missed pickup, whether at the hotel or the meeting point, is treated as a no-show: the ticket becomes non-refundable and no compensation is provided.
A valid passport or DNI is required and must match the name on the Reservation Ticket. Passengers must be ready at the pickup location during the notified pickup window.
Baggage allowance is set by the operator. The standard allowance per passenger is one small bag:
Passengers with larger bags or luggage will need to pay 20 PEN extra per luggage item (paid directly to the operator) or book a private transportation service. Availability of extra luggage space is subject to vehicle capacity and cannot be guaranteed without advance notice at the time of booking.
The route runs between Cusco (city and surrounding areas) and Ollantaytambo. Journey time is approximately 1h30m to 2h under normal traffic conditions, but may be longer due to traffic, weather, or road conditions in the Sacred Valley. Departure times are set by the operator and communicated at the time of booking. Neither the operator nor Peruways guarantees arrival at Ollantaytambo by any specific time.
The driver, at the sole discretion of the operator, has full authority to deviate from the standard route due to traffic, road closures, construction, weather, protests, road blockades common in the Sacred Valley, or any safety consideration. Neither the operator nor the driver is required to notify Peruways in advance of such deviations. Route deviations do not entitle the Customer to a refund.
If the Customer is not ready at the pickup location within the notified pickup window, the shuttle will depart without the Customer. This is treated as a no-show, and no refund will be issued.
Force majeure events affecting the shuttle service - including natural disasters, weather, landslides, protests, strikes, road blockades, government orders, medical emergencies affecting the driver, or any event beyond reasonable control - are governed by the operator's policies. Where the service is cancelled by the operator due to force majeure, Peruways will facilitate rescheduling to another available shuttle, alternative ground transportation, or a Credit Note where such remedies are offered by the operator, at the operator's sole discretion. Peruways does not guarantee the availability of any specific remedy.
Peruways' role is limited to facilitating the booking process. Peruways is not liable for:
The maximum aggregate liability of Peruways to the Customer for any single booking is limited to the amount paid to Peruways for that booking, and shall in no case cover indirect, consequential, or special damages.
In case the Customer cannot find or loses the Reservation Ticket, it can be re-sent by contacting Peruways through https://peruwayshelp.tawk.help/ with the reservation number. The Customer is responsible for keeping access to the confirmation email or saving the document securely.
The Customer authorises Peruways to store and process personal data for the purpose of processing the booking and sharing the necessary passenger information with the operator to enable the transportation service. Rights of access, rectification, cancellation and objection may be exercised by contacting us through https://peruwayshelp.tawk.help/.
Rules regarding children and infants are set by the operator. Typically: infants (0-2 years of age on the travel date) travel free of charge on the lap of a responsible adult and do not receive a seat. Children (3 years and older) require their own seat and pay the applicable fare. Child restraint systems (car seats) are not provided by the operator; the Customer may bring their own. Children must travel accompanied by a responsible adult of 18 years or older.
Aggressive, violent, abusive, threatening or criminal behavior will not be tolerated by the operator and will result in denial of boarding or removal from the vehicle without refund. Passengers showing signs of intoxication may be denied boarding at the operator's or driver's discretion.
Peruways offers optional add-ons that the Customer may purchase at booking to enhance or protect a reservation. Each add-on has specific applicability (only available for certain services) and specific rules.
⚠️ Add-ons must be paid at checkout to be valid
An add-on is considered acquired only when the Customer has both selected AND paid for it at the time of the main booking checkout. The purchase of a main service (train ticket, Machu Picchu entrance, shuttle, bus) does NOT automatically include any add-on. Only add-ons explicitly listed as paid on the Peruways Reservation Ticket are valid.
Add-ons cannot be added retroactively to an existing booking under any circumstance. Without payment of the specific add-on fee at the time of the main booking:
The burden of proof is on the Customer to demonstrate that an add-on was paid for at checkout, evidenced by the Peruways Reservation Ticket showing the add-on as paid.
General rules for all add-ons:
Availability: This add-on must be selected AND paid at checkout during the purchase of a Train ticket or a Cusco ↔ Ollantaytambo Shuttle booking. Once payment for the main service has been processed without this add-on, Refund Protection cannot be added later - the booking is strictly non-refundable regardless of circumstances, and no claim of "should have been included" will be accepted.
Not available for: Machu Picchu Access Passes, Aguas Calientes ↔ Machu Picchu Bus (Consettur), or any other add-on product.
An optional add-on that partially relaxes the default "non-refundable and non-modifiable" rule for eligible services. Detailed rules, cutoffs, applicable fees and refund formula are set out in the Cancellation Policy, Refund & Modification Protection Add-on.
Refund rule for the Protection fee itself: the fee paid for the Refund & Modification Protection add-on is non-refundable, even when a partial refund of the underlying booking is issued.
Availability: This add-on must be selected AND paid at checkout during the purchase of a Train ticket. It applies exclusively to seat allocation inside the train carriage. It does NOT apply to shuttle vehicles, vans, cars, or any ground transportation booked as part of a bundle (e.g. VAN + TRAIN service).
An optional add-on that requests adjacent seat allocation for passengers travelling in the same booking on the train service only. Actual seat allocation is determined by the carrier (PeruRail or Inca Rail) and is subject to availability at the time of check-in. Peruways cannot guarantee adjacent seating in all cases; where the carrier is unable to fulfil the request, the Sit Together fee will be refunded.
Refund rule: non-refundable once the carrier has allocated seats. If the underlying train ticket is cancelled through the Refund & Modification Protection add-on, the Sit Together fee is refunded in full.
Availability: This add-on must be selected AND paid at checkout during the purchase of a Machu Picchu Access Pass or a Train ticket.
Available languages: English, Portuguese, Spanish, French. Availability of a specific language is subject to guide roster availability on the requested date.
An optional add-on that assigns a certified private guide for the Customer's Machu Picchu visit and/or train journey. Guide services are provided by third-party certified independent guides. Peruways is a booking platform that facilitates the assignment and is not the employer of the guide.
Refund rule: non-refundable once booked.
Availability: This add-on must be selected AND paid at checkout during the purchase of a Machu Picchu Access Pass. It is only available to Customers who also hold a valid Machu Picchu Access Pass for the same visit date.
Access to the buffet lunch at the Belmond Sanctuary Lodge Machu Picchu on the Customer's Machu Picchu visit date. The lunch service is provided by Belmond - Peruways is a booking platform that facilitates the reservation. Belmond's own terms and conditions apply to the lunch service.
Service hours: The Belmond buffet lunch is served daily between 11:00 AM and 3:00 PM (11:00 - 15:00). The Customer must arrive at the Belmond Sanctuary Lodge Machu Picchu within this window to use the reservation. Entry outside this window will be denied by Belmond.
⚠️ Timing constraint - before OR after the Machu Picchu visit: The buffet lunch must be used either before entering Machu Picchu OR after exiting Machu Picchu. Per the Peruvian Ministry of Culture rules, the Access Pass does not allow re-entry to the citadel - once the Customer exits Machu Picchu, they cannot re-enter with the same Access Pass. By purchasing this add-on, the Customer acknowledges that they must plan the buffet visit accordingly (either before the entrance time slot of the Access Pass or after the visit is completed and the Customer has exited). Missed buffet reservations due to poor timing planning are not eligible for a refund.
Refund rule: non-refundable once the order is placed. No refund is issued if the Customer misses the reservation date, arrives outside the 11:00 AM - 3:00 PM window, or does not use the reservation for any reason (including missed train, illness, personal reasons, or force majeure affecting the Customer).
Availability: This add-on must be selected AND paid at checkout during the purchase of a Cusco → Machu Picchu Hidroeléctrica bus ticket. It is only available to Customers who booked this specific route.
Service scope - one direction only: Lunch is provided ONLY on the outbound leg (Cusco → Machu Picchu via Hidroeléctrica). There is NO lunch and NO dinner service on the return leg (Machu Picchu → Cusco via Hidroeléctrica). Customers booking a round-trip will only receive the lunch service on the outbound journey.
The catering service is provided by a third-party operator. Peruways is a booking platform that facilitates the reservation.
Refund rule: non-refundable once the reservation is placed.
Availability: This add-on must be selected AND paid at checkout during the purchase of both a Machu Picchu Access Pass AND a Train ticket. It is only offered as a bundle with these two products and is not sold as a standalone item.
Round-trip or one-way bus service between the Consettur bus stop in Aguas Calientes and the Machu Picchu citadel, operated by Consettur Machupicchu S.A.C.. The full transport terms of this service - including carrier responsibility, boarding, operating hours, baggage limits, and boarding requirements - are set out in Aguas Calientes ↔ Machu Picchu Bus (Consettur).
Peruways is a booking platform; the bus service is operated by Consettur.
Refund rule: non-refundable and non-modifiable. The Refund & Modification Protection add-on is not available for this service. See Aguas Calientes ↔ Machu Picchu Bus in the Cancellation Policy for full details.
This Cancellation Policy governs refunds, modifications and cancellations of Machu Picchu Access Pass(es) purchased through Peruways. It forms part of the Peruways Terms and Conditions.
Machu Picchu Access Pass(es) are non-refundable, non-transferable and non-modifiable once issued. This restriction is set by the Peruvian Ministry of Culture and applies to all Access Pass(es) regardless of the reason for cancellation (illness, missed flight, change of plans, personal reasons).
Once the Customer places an order, Peruways is authorized to commence the internal booking process. No refunds will be provided if the Customer fails to supply the required visitor details or mandatory documents in a timely manner. The order will be treated as issued once the internal booking process has started, even if the PDF has not yet been delivered.
Once an Access Pass has been issued, it is not possible to change the visit date, entry time, passport numbers, names or nationality. No refund is possible even if the visit does not take place.
If the Machu Picchu archaeological site is closed on the Customer's visit date by the Ministry of Culture for valid security or health reasons, only the Machu Picchu entrance cost can be refunded. Credit card fees and Peruways service fees are not refundable in this case, as the service has been rendered.
The Customer cannot request a full or partial refund if a specific circuit is closed and an alternative circuit is offered, or if part of the citadel is closed for weather or safety reasons. The Access Pass remains valid for the alternative circuit or accessible areas.
Peruways is not liable for events beyond our control that prevent the use of the Access Pass(es) - including natural disasters, strikes, medical emergencies, flight cancellations, personal reasons or any other event outside our reasonable control. No refund will be provided.
Failure to appear at the entrance within the 45-minute grace period following the time indicated on the Access Pass forfeits the full ticket price. No refund is possible for late arrivals or no-shows.
No refund is possible if entry is denied due to incorrect ticket category, missing documentation, missing student card, age mismatch, intoxication, disruptive behavior, or any other reason attributable to the Customer.
Customers unable to provide the documentation required for a child or student discount may upgrade to a standard adult pass to avoid losing the amount already paid. This option must be exercised before the Access Pass is issued.
Initiating a chargeback for a legitimately issued booking constitutes a breach of these Terms and of our Terms and Conditions. We retain IP address, timestamp and acceptance records for all bookings as evidence. The Customer agrees to pay any and all chargeback fees. If a goodwill refund had been agreed, the Customer loses the right to that refund upon initiating the chargeback.
In documented cases of force majeure affecting Machu Picchu itself, Peruways may at its sole discretion work with the Ministry and transport operators to secure a date change or a partial credit for a future booking. Any such accommodation is a gesture of goodwill and not a contractual obligation.
Refund rules for train tickets are set by the carrier (PeruRail, Inca Rail). Peruways executes operator rules; it has no authority to override them.
All train tickets are non-refundable and non-modifiable. Once payment is processed, the booking is final.
No refund or change is possible under any circumstance, including but not limited to: missed train, illness, change of plans, weather, strikes, personal reasons, missed connections, missed hotel pickup, denied boarding for incorrect documentation, or any event beyond Peruways' control.
The default rule above can only be partially relaxed if the Customer purchased the optional Refund & Modification Protection add-on at the time of booking. The Protection add-on must be purchased at checkout and cannot be added retroactively.
The full rules, cutoffs, applicable fees and refund formula are detailed in Refund & Modification Protection Add-on below.
If the carrier cancels the service due to force majeure (strike, natural disaster, government restriction), Peruways will assist the Customer with rescheduling at no additional service fee, regardless of whether a Protection add-on was purchased. This is subject to the carrier's own force majeure policy. If rescheduling is not possible, refunds are issued via Credit Note for use within the period stated in the document.
For any question related to your booking, contact us through https://peruwayshelp.tawk.help/, providing your reservation number. Refund or modification requests are only accepted from Customers who purchased the Refund & Modification Protection add-on; without it, the booking is final and cannot be changed or refunded.
This section describes the refund and modification rules that apply when the Customer purchased the optional Refund & Modification Protection add-on at booking. For other add-ons (Sit Together, Private Guide, Buffet Lunch, Hidroeléctrica Lunch), see Optional Add-ons and Extras in the Terms & Conditions.
Applies to: Train tickets and Cusco ↔ Ollantaytambo Shuttle bookings only.
Not available for: Machu Picchu Access Passes, Aguas Calientes ↔ Machu Picchu Bus (Consettur), or any other product/add-on.
An optional add-on that partially relaxes the default "non-refundable and non-modifiable" rule for eligible services.
⚠️ Must be paid at checkout to be valid. Refund & Modification Protection is considered acquired only if the Customer selected AND paid for it at the time of the main booking checkout, evidenced by the add-on being listed as paid on the Peruways Reservation Ticket. Once payment for the main service has been completed without this add-on, Protection cannot be added later under any circumstance - the booking becomes strictly non-refundable, and no refund or modification request will be accepted regardless of the reason invoked (illness, missed transport, personal reasons, force majeure affecting the Customer, or any other cause).
What the Protection unlocks
Customers who purchased the Refund & Modification Protection add-on are entitled to:
Cutoff - when requests are accepted
Cancellation, modification and transfer requests must be submitted at least one week (7 days) before the train departure date. Requests submitted within one week of departure are not covered by the Protection add-on, and the default non-refundable rule applies.
Refund formula - Protection add-on holders only
The refundable amount depends on the service type of the cancelled booking. All formulas below apply only when the cancellation request is submitted at least 7 calendar days before departure. Requests within 7 days receive no refund.
1. Train only and Train + Van service provided by the railway operator (PeruRail's "BUS+TRAIN", Inca Rail's "Bimodal"):
Refund = (Price Paid − Processing Fees) × 0.88 − $5 USD
Example: $100 paid → $100 × 0.88 − $5 = $83 USD refunded
2. Train + Van service provided by Peruways (Peruways VAN + TRAIN bundles):
Refund = (Price Paid − Processing Fees) × 0.88 − $18 USD
Example: $100 paid → $100 × 0.88 − $18 = $70 USD refunded
3. Cusco ↔ Ollantaytambo Shuttle standalone (shuttle booked without train):
Refund = Price Paid × 0.70 (70% refund)
Example: $100 paid → $70 USD refunded
No refund is issued for shuttle cancellation requests submitted within 7 calendar days of departure.
How to request a refund, change or transfer
Available only to Customers who purchased the Refund & Modification Protection add-on. Customers without the Protection add-on cannot submit refund, modification or transfer requests - the booking is final from the moment of payment and no exception is granted.
If you purchased the Protection add-on: submit your request through https://peruwayshelp.tawk.help/, providing your reservation number and a brief explanation. Responses are issued within 24 business hours. Refunds, when applicable, are made by Credit Note, usable by the Customer or by a third party until the date stated on the document.
Cases where no refund is given - even with Protection
No refund will be issued in the following cases, regardless of whether the Customer purchased the Protection add-on:
Refund rules for Aguas Calientes ↔ Machu Picchu bus tickets are set by the carrier (Consettur). Peruways executes carrier rules; it has no authority to override them.
All Aguas Calientes ↔ Machu Picchu bus tickets are non-refundable and non-modifiable. Once payment is processed, the booking is final.
The Refund & Modification Protection add-on is not available for this service - no exception is granted.
No refund or change is possible under any circumstance, including but not limited to: missed bus, illness, change of plans, weather, strikes, personal reasons, missed connections, denied boarding for incorrect documentation, or any event beyond reasonable control.
If the operator (Consettur) cancels the service due to force majeure (strike, natural disaster, government restriction, road blockade), Peruways will facilitate rescheduling at no additional service fee, subject to the operator's own force majeure policy. If rescheduling is not possible, refunds are issued via Credit Note for use within the period stated in the document, at the operator's sole discretion.
If the Machu Picchu archaeological site is closed on the visit date by the Peruvian Ministry of Culture, and the bus service cannot be used, Peruways will assist in obtaining a refund of the bus fare component (excluding processing fees and Peruways service fees) subject to Consettur's own policy for site closure events.
Failure to appear at the bus stop during operating hours, or failure to complete the return leg of a round-trip, forfeits the full ticket price. No refund is possible for no-shows.
No refund is possible if the operator denies boarding due to incorrect documentation, missing ID, mismatched name, intoxication, disruptive behavior, or any other reason attributable to the Customer.
Initiating a chargeback for a legitimately issued booking constitutes a breach of these Terms. We retain IP address, timestamp and acceptance records for all bookings as evidence. The Customer agrees to pay any and all chargeback fees. If a goodwill refund had been agreed, the Customer loses the right to that refund upon initiating the chargeback.
For any question related to your bus booking, contact us through https://peruwayshelp.tawk.help/, providing your reservation number. Refund or modification requests cannot be granted for this service - the booking is final from the moment of payment.
Refund rules for shuttle bookings between Cusco and Ollantaytambo made through the Peruways platform. The shuttle service is provided by third-party independent operators; Peruways is a booking platform and executes the operator's rules - it has no authority to override them.
All shuttle bookings are non-refundable and non-modifiable. Once payment is processed, the booking is final.
No refund or change is possible under any circumstance, including but not limited to: missed pickup, illness, change of plans, weather, strikes, personal reasons, or any event beyond reasonable control.
The default rule above can only be partially relaxed if the Customer purchased the optional Refund & Modification Protection add-on at the time of booking. The Protection add-on must be purchased at checkout and cannot be added retroactively.
The full rules, cutoffs, applicable fees and refund formula are detailed under Refund & Modification Protection Add-on.
If the operator cancels the shuttle service due to force majeure (natural disaster, road blockade, government restriction, weather emergency, protest), Peruways will facilitate at the operator's discretion: (a) rescheduling to another available shuttle, (b) alternative ground transportation, or (c) a Credit Note for use within the period stated in the document. Peruways is a booking platform and does not itself cancel or reschedule services - such decisions rest with the operator.
If the Customer is not ready in the hotel lobby during the pickup window (5-60 minutes before scheduled departure) or at the designated meeting point at the scheduled time, the shuttle will depart without the Customer. This is treated as a no-show, and no refund will be issued. The Customer is responsible for being ready during the notified window.
Customers who choose alternative transportation instead of using the booked shuttle are not entitled to any refund of the shuttle fare.
No refund is possible if the operator denies boarding due to incorrect documentation, ID mismatch, intoxication, disruptive behavior, or any other reason attributable to the Customer.
Initiating a chargeback for a legitimately issued booking constitutes a breach of these Terms. We retain IP address, timestamp and acceptance records for all bookings as evidence. The Customer agrees to pay any and all chargeback fees. If a goodwill refund had been agreed, the Customer loses the right to that refund upon initiating the chargeback.
For any question related to your shuttle booking, contact us through https://peruwayshelp.tawk.help/, providing your reservation number. Refund or modification requests are only accepted from Customers who purchased the Refund & Modification Protection add-on; without it, the booking is final and cannot be changed or refunded.