Peru Rail | Purchase Terms and Conditions

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Terms & Conditions
Terms and Conditions of the Agreement
  1. PERURAIL: Carrier
  2. CLIENT(S): Direct passenger(s) or travel agency(ies)
  3. TICKET: Proof of payment for the transport service contracted
General Conditions
  1. In accordance with the provisions established in Section 129 of the National Railway Regulations approved by Executive Order 032-2005-MTC (hereinafter, the “National Railway Regulations”) the CLIENT, by acquiring the TICKET, unconditionally accepts, without any reserve whatsoever, all of the terms and conditions established in this Agreement.
  2. The TICKET is personal and issued in the name of the bearer
  3. PERURAIL shall allow the transfer of the TICKET for one time only
  4. The transfer of the TICKET shall be performed no later than 24 hours before the departure time of the train, submitting a copy of the TICKET holder’s identity document, a copy of the new passenger’s identity document, and the original TICKET to be modified
  5. The CLIENTS may transfer the TICKET without personally appearing by contacting the PERURAIL Call Center by telephone at 084-581414, or by email at reservas@perurail.com.
  6. Those CLIENTS classified as direct passengers may transfer ownership of the TICKET in person at any of the Points of Sale, as detailed in Annex 1 to this Agreement. Those CLIENTS classified as travel agencies may only transfer ownership of the TICKET at the Wanchaq Station (Cusco) and the Puno Station.
  7. Without prejudice to the provisions established in the preceding Point 3, PERURAIL shall charge, for the transfer of ownership of the TICKET, a penalty equivalent to (i) USD 6 in case the transfer of ownership involves a TICKET for a single leg (whether outbound or return); or (ii) USD 12 in case the transfer of ownership involves a TICKET for both legs (round trip).
  8. The transfer of ownership of the TICKET shall only be allowed subject to compliance with the same conditions verified for the issuing of the original TICKET (rate and passenger type). In case these requirements are not met, the CLIENT shall be obligated to purchase a new ticket.
  9. PERURAIL shall make its best efforts to transport the CLIENTS and their belongings safely, effectively, speedily, promptly, and diligently, except in case of circumstances or factors that exceed the company’s normal activities and/or that may affect the scheduled itineraries.
  10. This Transport Agreement is subject to Peruvian law, in particular, the provisions of the National Railway Regulations, as amended, and the laws related thereto.
  11. The acquisition of TICKETS through the PERURAIL website is subject to the provisions established in this Agreement, as applicable and, additionally, by the terms and conditions set forth in Annex 3 hereto.

 

Boarding Conditions
  1. All CLIENTS boarding the train shall have and are obligated to exhibit their TICKET and a valid identity document (National Identity Card [DNI], Passport, Alien Registration Card [CE], as applicable). In case of minors travelling unaccompanied by their parents, they shall be required to exhibit the permissions required by the laws applicable to travelling with minors. Additionally, in case of travelling with minors, the Policy on Infants and Children described in Annex 2 hereto shall be observed. PERURAIL reserves the right to check the TICKET before and during the trip.
  2. In case the CLIENTS fail to exhibit their identity document, and thus fail to sufficiently accredit ownership of the TICKET, they may be denied the right to board. CLIENTS shall have no right to reimbursement of any kind under such circumstances.
  3. PERURAIL may refuse to provide transport service, with no liability whatsoever, to those passengers whose TICKETS contain incomplete or missing information, or who fail to exhibit their identity document before or during the trip.
  4. In case of missing or lost national identity documents, the CLIENTS may identify themselves with a copy of said document issued by the National Registry of Identification and Vital Statistics (RENIEC).
  5. In case the passenger’s health conditions require any type of special care or arrangements, the passenger shall inform PERURAIL staff of such fact ahead of time.
  6. PERURAIL reserves the right to restrict or deny the use of its services to persons whose health conditions are inadequate to undertake the trip and/or to women in advanced stages of pregnancy (greater than or equal to seven months).
  7. Passengers whose health conditions may require their emergency transfer or evacuation shall travel with a representative from the Ministry of Health, a companion, and with the relevant documentation on the actions to be taken in any situation involving their health conditions.
  8. PERURAIL shall not be liable for the health or physical conditions of the CLIENTS or for any accident or problem that may occur as a result of their health conditions.
Luggage Transport Conditions
  1. The TICKET is only valid for the transport of the CLIENTS and their carry-on luggage (one bag or backpack) with a weight not to exceed 5 kg/11 lb, and maximum measurements of 62 linear in/ 157 linear cm (height + length + width) in the cars destined for such purpose. IT IS PROHIBITED BY LAW TO BLOCK EXITS WITH ANY TYPE OF LUGGAGE. As such, PERURAIL reserves the right to remove any type of object and/or luggage found blocking any of the train’s exits.
  2. PERURAIL has a free storage service for passengers. Information on this service is available at the Points of Sale. Passengers are responsible for carrying any valuable and/or fragile objects (cash, jewelry, documents, electronics, etc.) with them during the entire trip, and shall not leave such objects in their luggage. PERURAIL assumes no liability for the loss or damage of any objects of value.
  3. The CLIENT may request the transport of luggage with weights or measurements in excess of those established in the preceding Point 1, via email at equipaje@perurail.com, no later than 48 hours before the train’s departure.
  4. The CLIENTS may carry with them a reasonable amount of medicines and articles for personal use.
  5. Before including any article in their carry-on luggage, CLIENTS are requested to make sure such articles are permitted by PERURAIL.
  6. Any complaint regarding luggage shall be filed immediately after the train’s arrival to the station with the supervisor onboard.
Relocation of CLIENTS
  1. When, for any reason, including operating and technical reasons, acts of God or force majeure, PERURAIL is forced to relocate its CLIENTS to a different service or frequency, PERURAIL shall make its best efforts to contact them and make the necessary arrangements to perform said relocation. PERURAIL assumes no responsibility in case of relocation due to acts of God or force majeure events.Requests for relocation made by the CLIENTS themselves shall be accommodated by PERURAIL depending on the availability of its services and itineraries. PERURAIL assumes no responsibility in case the request for relocation cannot be accommodated.
Prohibition from Smoking Onboard the Train
  1. According to applicable law, it is strictly prohibited to smoke in any area of the train, including its public and private spaces, as well as in the restrooms.
Special Conditions in Case of Contingency
  1. In case of loss or theft of the physical TICKET, PERURAIL may issue a new one, at no cost, at the Points of Sale or via the website perurail.com. In such case, the CLIENT may reprint the TICKET by visiting the following link: http://goo.gl/J3Zu75 Passengers shall carry out the respective process no later than 60 minutes prior to the train’s departure. To the contrary, they shall lose their right to the service contracted. 
  1. In case the CLIENT misses the train due to justifiable delays, whether delayed flights (weather conditions) strikes, or verified health conditions, PERURAIL shall evaluate each individual case and offer, at its sole criteria and to the extent of its possibilities, the option of changing the travel date, depending on the availability of space. In no case shall PERURAIL grant any refunds whatsoever.
  1. In case the missed train is a result of the company’s internal procedures, PERURAIL shall make the necessary arrangements to change the travel date.
Limits on Liability

The departures of the trains and the continuity of the trips are subject to changes due to weather conditions, technical reasons, route conditions, acts of God, and force majeure events.

  1. PERURAIL assumes no obligation or liability whatsoever for any change, delay, and/or stoppage, reasonably necessary or unavoidable, prior or subsequent to the start of the provision of the contracted service, that occurs as a result of an action, omission, or any other unexpected or unforeseeable event, act, or circumstance outside the control of PERURAIL, including cases of acts of God and force majeure events.
  2. PERURAIL assumes no liability for the damages or harm that may be suffered by CLIENTS or their luggage, or for delays in the delivery of luggage, or those that occur in the issuing of the TICKET as a result of situations outside the control of PERURAIL or any of its suppliers.
  3. In case of circumstances that so warrant, PERURAIL may, without the need for prior notification, substitute the carrier for an alternative or supplementary means of transport without assuming any liability whatsoever. In case of justified need, PERURAIL may, without assuming any liability, modify or eliminate the layover points indicated in the TICKET or the travel itineraries.
  4. If, for any reason after the transport service has commenced, PERURAIL is unable to complete the service, PERURAIL shall take all actions within its means to provide the CLIENT with the alternative carrier to complete the trip at no additional cost to the CLIENT, all at no liability to PERURAIL.
  5. If, after the transport service has commenced, the train must return to the point of origin due to causes not attributable to PERURAIL, the liability of PERURAIL shall be limited to refunding the passenger for the cost of the TICKET.
  6. In the event that the CLIENT decides, without the existence of any proven and justified grounds, to get off the carrier subject matter of this Agreement before the final destination, the CLIENTS shall do so at their own risk and expense. Likewise, if PERURAIL must provide another form of alternative and/or supplementary transport in order to complete the service, and the CLIENTS decide, for any cause or reason, not to use said service and to continue the journey by their own means, the CLIENT shall personally and exclusively assume all costs, risks, and responsibilities arising from said decision, at no obligation or responsibility whatsoever for PERURAIL.
  7. In any of the cases established in Points 1, 2, 3, 4, 5, and 6 of this section, PERURAIL assumes no type of obligation or liability to the CLIENT or third parties for delays or the impossibility of meeting connections with other carriers, or for failure to comply with or adequately enjoy the obligations or rights, respectively, agreed to with hotels, restaurants, or commitments in general made with any person, entity, or company, regardless of its line of business or corporate purpose.
Conditions for the Change of Date and Service of the TICKETS
  1. Changes to dates and services shall be made no later than 24 hours before the train’s departure time, subject to the availability of space, submitting a copy of the identity document of the TICKET’s holder and the original TICKET to be changed, and indicating the new date or service desired.
  2. CLIENTS may change the date or service without personally appearing by contacting the PERURAIL Call Center by telephone at 084-581414.
  3. Those CLIENTS classified as direct passengers may change the date or service in person at any of our Points of Sale. Those CLIENTS classified as travel agencies may request changes to the date and service at the Points of Sale in the Wanchaq (Cusco) and Puno Stations.
  4. In case the change of service is for the same day, in a service for an equal value, the CLIENT shall not be required to pay any additional charge.
  5. In case the change is for the same day and for a service valued at a lower rate, the change shall be made at no cost whatsoever, but without the right to a refund for the difference in rates.
  6. In case the change is for the same day and for a service valued at a higher rate, the CLIENT shall pay the difference in the rates to PERURAIL.
  7. In case the change is for a different date and for the same service or a service valued at a lower rate, a 10% charge shall be billed for administrative expenses, without the right to a refund for the difference in rates.
  8. In case the change is for a different date and for the same service or a service valued at a higher rate, a 10% charge shall be billed for administrative expenses, plus the difference in rates.
Conditions for Refunds on TICKETS
  1. Only if PERURAIL cancels the train service shall the holder of the TICKET have the right to demand a refund of the rate paid. Said refund shall only be admitted upon the obligatory presentation of the TICKET.
  2. All passengers who fail to board the train upon its departure, whether at the station of origin or other stations prior to reaching the destination, SHALL LOSE ALL RIGHTS RELATED TO THE TICKET, including the right to a refund by PERURAIL.
  3. CLIENTS may only cancel their trip and request a refund up until 24 hours before the departure of the train. The processing of the refund due to cancellation shall be subject to a charge for 10% of the value of the TICKET.
  4. Following the verification of the necessary conditions for the admission of a refund due to cancellation of the trip, as established in the preceding points, those CLIENTS classified as direct passengers may request said refund in person only if they made their purchase in cash. The refund process shall be carried out at the main station in Wanchaq (Cusco) with their original identity document and the TICKET.
  5. On the other hand, those CLIENTS classified as direct passengers who bought their TICKET with a credit card or those passengers who paid in cash and cannot request a refund in person shall send a request via email to devolucionespasajero@perurail.com, explaining the reason for the cancellation and the information on the TICKET to be cancelled. The refund request shall be admitted only after verifying the compliance with the conditions established by PERURAIL.
  6. Refunds to CLIENTS classified as travel agencies shall be subject to the Reservation Regulations.
Safety Conditions
  1. PERURAIL reserves the right, at its sole criteria, to refuse the transport of any persons who have acquired their TICKET illegally, or whose TICKET has been tampered with, damaged, or otherwise altered, or who have incurred in any way in the violation of the laws applicable to the rates of PERURAIL, or of the rules and regulations issued by and published by PERURAIL, or who are found to be under the effect of drugs or alcohol, or who are otherwise not in possession of their full faculties, or who, for any circumstance or state, represent a present or potential danger to their own safety and/or that of the passengers. PERURAIL further reserves the right to refuse transport to any person who sells or attempts to sell any good or service inside its transport vehicles without first obtaining written authorization from PERURAIL. PERURAIL may ask the Peruvian Police Force (PNP) or the competent authorities to detain and/or escort the passenger off the premises.
  2. PERURAIL reserves the right to physically inspect and search all luggage that may pose a safety threat to its passengers and employees.
  3. The following persons or objects shall be refused transport:
  • CLIENTS found under the effects of toxic substances, alcohol, drugs, or other substances.
  • CLIENTS whose physical or health conditions are not suitable for the trip.
  • Arms, munitions, explosives, flammable substances, or any other object that poses a danger to the passenger, crew, and/or the cargo.
  • CLIENTS transporting any of the objects mentioned hereinabove.
  • Objects and/or animals that cause discomfort to passengers due to their size, volume, weight, or other characteristics, or that hamper free movements in the wagons or constitute an obstacle to evacuation in case of emergency.
  1. In the event that passengers forget or lose an article during the trip, they may contact the PERURAIL Call Center (084 – 581414) to request information on the item.
  2. The objects forgotten onboard are looked after by the staff of the respective station and taken to the security offices at the Wanchaq Station (Cusco). If these objects bear identification, the passenger service staff will contact the passenger for the identification and return of the respective object.
  3. In case the objects have no identification, they will be kept at the security office at the Wanchaq Station (Cusco) for a maximum term of three  months, after which they will be disposed of through the Human Resources Office, at no liability whatsoever to PERURAIL.
  4. Passengers shall follow all safety instructions in case of emergencies, whether due to internal, external, or natural causes.
  5. It is forbidden to board the train with alcoholic beverages.
  6. In accordance with Section 135 of the National Railway Regulations, any person, whether inside or outside the train, whose actions directly or indirectly pose a risk or cause harm to the occupants of the train, the rolling material, and/or the railway assets, shall be handed over to police authorities.
Terms and Conditions of Refunds for Articles Bought Onboard
  1. Refunds will only be issued after PERURAIL has verified that the articles bought onboard are defective.
  2. Refunds for articles bought onboard shall be requested within no more than seven  days, commencing on the date of the purchase, following the provisions established in the following Point 3.
  3. For refunds for articles, it shall be necessary to send an email to devolucionespasajero@perurail.com attaching a copy of the following documents:
  1. If the purchase was made in cash:
  2. The payment voucher (receipt or invoice) and your identity document.
  3. If the purchase was made by credit card:
    • The payment voucher (receipt or invoice), your identity document, and a copy of the credit card voucher.4
  4.  Once the request referred to in the preceding Point 3 has been accepted, the CLIENT shall be notified by email. In order to proceed with the refund, the CLIENT shall return the article at the PERURAIL office at the San Pedro Station, Onboard Sales Warehouse, in the city of Cusco, Peru, from Monday through Friday from 8 am to 1 pm and from 3 pm to 7 pm. The articles subject to refund shall be in the same conditions in which they were purchased.
Personal Information Protection

The CLIENTS shall provide PERURAIL with information that identifies them or that makes them identifiable, and that is considered personal information in accordance with the applicable law. The CLIENT may choose not to provide the information requested, unless it is necessary for the performance of this Agreement.

The CLIENTS authorize PERURAIL to store, keep a record of, and use their personal information for the purposes of this Agreement. The CLIENTS additionally agree to receive commercial communications that may be of interest to them

The CLIENTS acknowledge that, in order to make use of their legal rights, such as access, rectification, cancellation, and opposition to their information, they may send us a letter at Av. Armendáriz 480, Piso 5, Of. 501, Urbanización Armendáriz, Miraflores, Lima, Peru, or an email at datospersonales@perurail.com. They may likewise revoke their consent for the use of their personal information at any time. Such revocation shall not enter into force with regard to events already occurred, nor with regard to the uses necessary for the performance of an agreement currently in force or the legal consequences thereof, nor may they  oppose the uses permitted by law.

ANNEX 1 - POINTS OF SALE

Lima:

  1. Store – Centro Comercial Larcomar, at Malecón de la Reserva 610, Plaza Centro, District of Miraflores, Lima.
  2. Store – Jorge Chávez International Airport, in the Domestic Flights Wing, Second Floor, between Gates 13 and 14.

Cusco:

  1. Store – Alejandro Velasco Astete International Airport, at Av. Velasco Astete s/n, District of Wanchaq, Cusco.
  2. Store – Plaza Regocijo, at Plazoleta Regocijo 202, Urb. Centro Histórico, Cusco.
  3. Store – Plaza de Armas, at Portal de Carnes 214, Plaza de Armas, Cusco.
  4. Ticket Office – Wanchaq Station (Cusco) at Av. Pachacútec s/n, District of Wanchaq, Cusco.
  5. Ticket Office – Poroy Station (Cusco) at Calle Roldán s/n, Town of Poroy, Cusco.
  6. Ticket Office – Ollantaytambo Station, at Av. Ferrocarril s/n, Ollantaytambo, Sacred Valley, Cusco.
  7. Ticket Office – Machu Picchu Station, in Barrio Las Orquídeas, Aguas Calientes s/n, Cusco.
  8. Ticket Office – Urubamba Station, at Av. Ferrocarril s/n, Urubamba, Cusco.
  9. Ticket Office – San Pedro Station, at Calle Cascaparo s/n, San Pedro, Cusco.

Puno:

  1. Ticket Office – Puno Station, at La Torre 224, Puno.
ANNEX 2 - POLICY ON INFANTS AND CHILDREN

Infants and children shall travel accompanied by a responsible adult (over 18 years of age) and in accordance with the following specifications:

  1. Infants are considered to include all minors between the ages of 0 and 2. They shall not be charged for a ticket if, during the entire journey, they occupy the seat of the responsible adult and comply with all of the stipulations established herein.
  2. Infants occupying a separate seat shall be subject to the payment of a special rate equivalent to 50% of the normal ticket price.
  3. Children are considered to include all minors between the ages of 3 and 11. They shall pay a special rate equivalent to 50% of the normal ticket price.
  4. When accompanied by a responsible adult, infants may travel free of charge provided they occupy the same seat as the adult responsible for them.
  5. If two infants are traveling with a single responsible adult, one of them will need an additional seat, for safety reasons, which is subject to a payment of 50% of the normal ticket price. The responsible adult shall provide a special baby travel seat, placing it in the seat to be occupied by the second infant. If the foregoing conditions are not met, the two infants and the responsible adult may be denied the right to board the train due to safety reasons.
  6. Travel by three infants or more with a single responsible adult is prohibited.
  7. A single responsible adult may travel with as many children as permitted by the reservations system.
  8. Likewise, in case of adults traveling with a single infant, they may also be accompanied by as many children as permitted by the reservations system. In case the adult is traveling with two infants and other children, the children must be accompanied by a second responsible adult.
  9. Children shall not be allowed to travel without adult company.
  10. The reservation of seats for infants, children, and responsible adults shall be performed based on available space.
ANNEX 3 - TICKET PURCHASE VIA THE PERURAIL WEBPAGE

A. Terms and Conditions

In order to protect our CLIENTS from potential forms of electronic fraud, the purchase of TICKETS through the webpage www.perurail.com shall be additionally subject to the following terms and conditions:

  1. The followings payment methods are accepted: Visa and MasterCard credit cards affiliated with Verified by Visa or MasterCard SecureCode, respectively. TICKETS may also be paid for using PayPal, for which purpose the passenger must hold a verified account. To the contrary, the passenger must verify the account on the official PayPal website prior to purchasing the TICKET.
  1. When purchasing TICKETS via the PERURAIL webpage, in the event that the credit card operator’s verification process cannot be carried out, the CLIENT will receive an email with a provisional receipt.The CLIENTS may perform the validation process for the TICKET purchase at any of PERURAIL’s Points of Sale no later than 24 hours prior to the scheduled boarding time, for which purpose they shall exhibit the provisional receipt issued, the credit card used for the purchase via the website, and their identity document.For such purpose, the PERURAIL web system shall establish the Points of Sale available for the completion of the validation process referred to in the preceding paragraph.
  1. For the validation process, in the event that the CLIENTS: (i) are obligated to exhibit their credit card, as established in the preceding point, and fail to do so; or (ii) upon presenting their credit card, it is found that the card information differs from the information provided when performing the purchase via the website perurail.com, PERURAIL shall have the right to annul the purchase made.In such case, the CLIENT may only make use of the train service by acquiring a new TICKET. The provision of the rail transport service or any other service provided by PERURAIL shall be subject to the availability of the respective service. PERURAIL assumes no liability in case of unavailability of TICKETS or the specific service that the CLIENT seeks to acquire.In accordance with the provisions established in the preceding Points 2 and 3, the issuing of the TICKET to the CLIENT is subject to the correct completion of the validation process performed by PERURAIL. As such, a TICKET that has not been previously validated by PERURAIL does not give the holder the right to board the train, nor does it bind PERURAIL to provide the transport service.The CLIENT accepts the terms and conditions set forth in this Annex, holding PERURAIL harmless in the event of the occurrence of any of situations referred to herein.

B. Privacy

  •  The CLIENTS may reserve their TICKET on PERURAIL.com. It is convenient, easy, and SECURE
  • PERURAIL uses the highest international security standards and certifications
  • PERURAIL uses SSL technology through a certified provider
  • All information entered in our system is strictly confidential
  • All information supplied by the CLIENT during the sales process for TICKETS shall be treated confidentially
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