VALIDITY

• All programmes and itineraries display a validity date, which is generally valid until 15 December of the current year.

• Prices may be subject to change depending on availability, particularly during national holidays and peak travel periods at the destination, such as Christmas, New Year, Easter, etc. (please contact us for further information).

COMPLAINTS

Any complaint regarding the non-performance or improper performance of the travel contract must be reported directly to our guides or local office so that an immediate solution can be provided.

Complaints regarding the execution of the trip must be submitted as soon as possible, either by registered post with acknowledgement of receipt and supporting documentation, or by email.

IMPORTANT NOTES

• Air Tickets: Full payment (100%) is required for the issuance of air tickets. Fares are subject to availability, and the final price is only guaranteed once the ticket has been purchased. Refunds, permitted/non-permitted changes, and applicable or non-applicable penalties are governed by the policies of each individual airline. Reduced-fare tickets are generally non-refundable and non-endorsable.

• Reservations must include the passenger’s complete details, as well as information relating to dietary requirements and physical condition:

§ Full first names and surnames (exactly as shown in the passport).

§ Nationality, identity card or passport number, and passport expiry date.

§ Age and date of birth.

§ Dietary restrictions (allergies, intolerances, vegan, vegetarian, etc.). Any consequences arising from the omission of physical, medical or other relevant conditions shall be the sole responsibility of the passenger.

• It is the responsibility of each passenger to hold valid travel documents (with at least six months’ validity beyond the end of their visit to the destination) and any visas required for destination and transit countries. The travel document used by the passenger must be the same document used to confirm the reservation. Additional charges will apply for ticket reissuance in the event of changes to names or travel document numbers.

• Accommodation: Check-in from 15:00 hrs and Check-out at 12:00 noon (SUBJECT TO CHANGE).

• Rates are quoted based on standard room categories. For superior room categories, please contact us.

• Triple rooms in some destinations and hotels consist of two double beds, requiring guests to share the beds.

• Should the indicated hotel be unavailable, accommodation will be confirmed in another hotel of the same category.

• Prices are not valid during trade fairs, conventions, local festivals, public holidays, vacation periods or special events. Guests will be informed at the time of booking if their travel dates coincide with a period of high occupancy.

• Child rates apply to children under 10 years of age travelling with a parent or legal guardian.

• When travelling with children, please always advise their age, as they may qualify for discounts on programmes that include domestic flights. A copy of the child’s passport must be provided as proof of age.

• Excluded Services – The passenger is responsible for all administrative procedures such as obtaining and renewing passports, visas, travel insurance, payment for excess baggage, beverages, laundry services, communications (telephone calls, faxes, emails, etc.), domestic and international airport departure taxes, gratuities, and any other services or fees not specified in the itinerary.

• Any service that cannot be provided due to circumstances beyond our control will be replaced by a similar service whenever possible. Should replacement not be possible, the value of the service will be deducted from the final price.

• Unused Services – Certain services may be interrupted or cancelled due to weather conditions, force majeure events such as natural disasters, civil unrest, strikes, or other circumstances beyond the control of hotels, airlines and other suppliers. No refunds will be granted for interruptions or cancellations beyond our control. We will provide all necessary assistance to the passenger and, where appropriate, modify the itinerary in the passenger’s best interest.

• PAYMENTS: Payments may be made by bank deposit or bank transfer to the following local accounts of SARO TOURS OPERADORA DE TURISMO – Tax ID (RUC) 1792729114001.

o Bank Accounts: Banco del Pacífico – Current Account No. 8268247 – Banco Internacional – Current Account No. 040622512.

o We accept all Credit and Debit Cards at no additional cost through a secure payment link.

• Any costs associated with bank transfers must be borne by the sender and must include the booking confirmation reference. A copy of the transaction should be sent to enable registration by our finance department.

• Cancellations and/or Refunds must be requested in writing, including all relevant information. We will provide an immediate response following consultation with the service providers, indicating any applicable cancellation or amendment charges. Requests will be processed during business days.

• Travellers are required to conduct themselves in a manner that respects the rights of others, the environment, and the cultural and natural heritage of our countries, as well as the multi-ethnic character, beliefs, customs and lifestyles of the communities they visit.

• Any behaviour that interferes with the safety and comfort of other participants, including the consumption of drugs and excessive alcohol, is strictly prohibited. The use of escort services (prostitution) during a trip is not tolerated. The use of minors for such purposes is punishable by law. We are committed to protecting children and adolescents, and any such behaviour detected will be reported to the relevant authorities.

• Itineraries are planned with the utmost care; however, due to operational reasons, weather conditions, political circumstances or other unforeseen events, it may be necessary to alter the sequence of activities or the specified route. Such cases are exceptional, and passengers will be informed accordingly.

• In order to enhance the travel experience, the order of excursions may be modified.

• Insurance – We recommend that passengers obtain travel insurance covering trip cancellation, repatriation and international medical expenses to protect against any inconvenience that may arise during their journey. We also recommend consulting a physician, ensuring vaccinations are up to date and discussing any medical concerns related to international travel.

• Baggage Responsibilities: We strongly recommend that all passengers obtain travel insurance that includes coverage for lost luggage. We shall not be responsible for any additional costs or supplements arising from:

o Lost or delayed baggage during domestic or international flights, including hand luggage and personal belongings.

o Items left behind by passengers in hotels, vehicles or places visited during the journey.

o We recommend that passengers do not place valuable items in checked baggage during transfers and flights.

• Saro Tours and its affiliates shall not be responsible for any additional costs or supplements resulting from:

o Delayed or cancelled flights, maritime, land, lake or river transport due to schedule changes, adverse weather conditions, natural disasters, strikes, civil authority actions or force majeure events.

o Delayed or lost baggage resulting from the operation of international or domestic flights by the airlines serving our destinations.

LIABILITY

Saro Tours and/or any of its agents shall not be held liable for damages, injuries, death, defects, losses, damage to personal belongings in connection with the provision of any goods or services, additional delays or other irregularities resulting from the passenger’s omission or negligence, force majeure, passenger illness, governmental restrictions, civil unrest, insurrection, rebellion, natural disasters, strikes, criminal or terrorist activities of any kind, food poisoning, mechanical failure of aircraft or other means of transport, delays in departure or arrival, or any other circumstances beyond their control.

Prices are subject to variation in the event of changes without prior notice. We reserve the right to modify any tour or excursion if deemed necessary in order to provide a better service to our clients.

Saro Tours shall not be responsible for errors or omissions by any supplier (such as accommodation providers or transport companies) when the client independently books services with providers other than Saro Tours or its affiliates. Appropriate assistance will be provided within the scope of our responsibilities.

The description of the proposed programme should be considered under ideal operating conditions.

Saro Tours and/or any of its agents shall not be liable for injuries, damages, losses, additional expenses, accidental delays or other irregularities caused by intentional acts or negligence, acts or omissions of companies or individuals providing or participating in transportation, accommodation or other services related to the execution of the itinerary, or by natural disasters and other factors beyond their control.

All services offered by Saro Tours are detailed within the programme description. Any service not specified in the programme and/or identified as not included must be borne by the client.

Passengers with medical conditions are advised to consult their physician prior to travel.

Prices are subject to change without prior notice in the event of new local governmental regulations or conditions.

Saro Tours recommends that clients purchase international travel insurance.

These programmes and their annexes are the property of Saro Tours Operadora de Turismo TOURSARO S.A. of Ecuador (and/or its respective affiliates and subsidiaries: Colombia – Galápagos) and contain information that may be confidential, protected by professional privilege, intellectual property rights or other legal protections. If you have received this information in error, you are hereby notified that you are not authorised to print, copy, forward and/or retain it, and that such actions may be unlawful. If you have received this information by mistake, please notify immediately and destroy the original document and its annexes without printing, copying, forwarding and/or retaining them.