Cancellation Policies

The passenger may request the cancellation of the Essential service with a notice of no less than 24 hours prior to the date and time set for the start of the service. Such cancellations are subject to the fines and charges applicable according to the conditions of the purchased fare. Additionally, the refund process can be carried out via the email address cdpaxdirecto@incarail.com. For this purpose, one must visit our office located at Portal de Panes, Plaza de Armas, Cusco, during business hours, presenting the original ticket or purchase voucher.

The refund process is personal. The passenger must sign a credit note, and with that, the ticket will be voided and the money paid will be refunded using the same payment method with which the purchase was made: either credited to the credit card or refunded in cash. Any expenses resulting from the refund will be borne by the passenger, amounting to 10% of the ticket value.

In cases where the ticket was purchased through a travel agency or another legal entity, the cancellation of the original ticket must be requested by the purchasing company. A representative of that company must come to our offices to sign and stamp the credit note within the timeframe mentioned above. Purchases and/or reservations made with promotional fares do not allow name modifications, date changes, schedule changes, frequency changes, and/or money refunds. Also, in such cases, the money will be refunded via bank transfer or a non-negotiable check in the name of the business entity listed on the ticket. Under no circumstances will cash refunds be made.