The Customer accepts the following Terms and Conditions, by affirmatively accepting per e-mail or chat (platforms used by our executives) the offer (price quote with tour itinerary and activities), which is submitted by SendaLuna's official executives. Cancellation Fees may vary for certain custom itinerary tours; your SendaLuna Specialist consultant will specify cancellation fees before making your reservation.
DEFINITIONS
In these Terms and Conditions, the following definitions apply:
Customer/Passenger/Client: The individual accepting the offer.
Offer: The itinerary and associated costs sent to the Customer and mutually agreed upon.
Fees: Charges applicable for the services described in the offer.
Service The travel-related services detailed in the offer and provided by SendaLuna.
Party: Refers to either the Customer or SendaLuna individually; collectively, both are referred to as the Parties.
Once the Customer approves the itinerary and pricing, a deposit will be requested. Upon receipt of this payment, SendaLuna will issue a written confirmation, which constitutes a binding agreement for the specified services. The contract becomes fully effective once the remaining balance is paid (see
Section 2),
If the booking is made on behalf of multiple travelers, the primary applicant assumes full responsibility for all contractual obligations of the group. By entering into this agreement, the Customer consents to the storage of personal data solely for the purpose of organizing and executing the tour. This data will not be sold or used for commercial purposes. For more details, please refer to our Privacy Policy at:
www.sendaluna.com/privacy-policy.
To confirm the travel contract, a non-refundable deposit of 30% per person is required. The remaining balance must be paid no later than:
- 60 days prior to departure for tours within mainland Ecuador
- 90 days prior to departure for trips to the Galápagos Islands or other Latin American destinations outside Ecuador
For bookings made within these timeframes, full payment is required immediately.
Failure to pay the full amount by the specified deadline may result in cancellation of the tour and forfeiture of all deposits for each traveler included in the reservation. If the total amount is not paid before the scheduled start date, SendaLuna reserves the right to cancel the services and charge applicable cancellation fees.
AIRFARE
Airfare prices and availability are not guaranteed until full payment is received. Flight schedules and fares are based on current rates at the time of ticketing and may change without prior notice. SendaLuna will make every effort to secure the best available options. Once a flight is booked, immediate full payment is required. No refunds will be issued in case of cancellation.
To pay, please make a wire transfer to one of the following international bank accounts in Germany and Ecuador (Note: SendaLuna is a German-Ecuadorian venture):
PAYMENT BANK INFORMATION
Germany
Account Name: Responsible Travel Operadora de Turismo.
Account Number: 0124930006
Bank: ProCredit Bank AG
Street: Europa-Allee 12-22
City: 60327 Frankfurt am Main
Country: Germany
IBAN: DE75502108000124930006
BIC/SWIFT-Code: PRCBDEFFXXX
Ecuador
Account Name: Responsible Travel Operadora de Turismo Cía. Ltda.
Account Number: 019037952024
Bank: Banco Procredit
Street: Av. Amazonas y Atahualpa Esq. Edif. Banco ProCredit
City: Quito
Country: Ecuador
SWIFT-Code: PRCBECEQ
3. SCOPE OF SERVICES
The services offered by SendaLuna are outlined through the descriptions, visuals, and quotations available on the official website, as well as those specified in the confirmed offer (refer to
Section 1).
SendaLuna reserves the right to update or revise tour details—either via email or on the website—prior to issuing a formal written confirmation to the client. Once the tour is confirmed and payment is received, changes may only be made under legitimate and unforeseeable circumstances.
Such circumstances may include, but are not limited to: road closures, extreme weather conditions, or administrative decisions by local authorities. While the itinerary reflects the intended travel plan, SendaLuna cannot guarantee the precise sequence of events. Any adjustments will be made with the client's best interests in mind.
If the client requests special changes before or during the tour (e.g., weather-related adjustments), both parties must sign a written agreement to formalize the modification.
4. PRICE ADJUSTMENTS
4.1 Changes to Services and Pricing
If unexpected or exceptional events beyond SendaLuna's control require changes to the itinerary or program, any resulting additional costs will be charged to the client.
SendaLuna is not liable for fluctuations in transportation fees, airport taxes, park entrance fees, or similar costs that are subject to external changes. Clients will be informed of such changes as promptly as possible.
SendaLuna may adjust the total tour price after the contract is finalized if there are increases in transportation costs, service charges, port or airport taxes, or currency exchange rates—provided the time between booking and departure is at least four months. In such cases, clients will be notified immediately, and no later than 21 days before departure. No price increases will be applied after this deadline.
4.2 Additional Charges
Any extra costs resulting from client-initiated changes to the itinerary must be paid immediately. These may include:
- Late arrival at the airport or port causing missed departures
- Delays in joining trekking tours
- Early departure from the country for any reason (medical, personal, legal, etc.)
- Expenses due to illness or accidents during the trip (e.g., emergency evacuation, hospitalization, accommodation for a companion)
If SendaLuna covers any emergency expenses on behalf of the client, the full amount must be reimbursed immediately after the tour concludes.
5. TOUR OPERATOR CANCELLATION POLICY
5.1 Cancellation Before Departure
SendaLuna may cancel a tour up to 14 days before the scheduled start if the minimum number of participants is not met, provided that the tour description specifies such a requirement.
In this case, the client will be notified no later than 14 days before departure and will receive a full refund of any payments made. No further compensation or claims will be accepted.
5.2 Cancellation After Departure
SendaLuna reserves the right to terminate services after the tour has begun if the client's behavior disrupts the experience or if the client fails to meet essential requirements (e.g., physical fitness, mental readiness, technical skills).
In such cases, payments made up to that point—including deposits and pre-paid services—will not be refunded. Any reimbursement will be at SendaLuna's discretion, based on the actual costs incurred.6. CUSTOMER CANCELLATION
Customers may cancel their tour contract at any time prior to the start of the trip, provided the cancellation is submitted in writing.
Refunds will be issued according to the cancellation policy outlined below, as SendaLuna incurs non-recoverable costs during the pre-tour phase. For custom itineraries, cancellation fees may differ; your assigned SendaLuna Specialist will inform you of applicable terms before confirming your booking.
Refund eligibility is as follows:
a) For Ecuador mainland tours (excluding cruises or boat-based itineraries):
- 60 days or more before departure: Full refund, minus a non-refundable 30% prepayment
- 59 to 21 days before departure: 60% refund of the total tour price
- 20 to 10 days before departure: 50% refund
- 9 to 5 days before departure: 20% refund
- 4 days or fewer before departure: No refund
b) For tours including cruises or boat travel:
- 90 days or more before departure: Full refund, minus a non-refundable 30% prepayment
- 89 to 60 days before departure: 50% refund
- 59 to 40 days before departure: 40% refund
- 39 to 31 days before departure: 30% refund
- 30 days or fewer before departure: No refund
Note: For Galápagos charters, cancellation fees vary depending on the vessel selected and will be confirmed individually.
c) For mainland tours in other Latin American countries (excluding Ecuador):
- 90 days or more before departure: Full refund, minus a non-refundable 30% prepayment
- 89 to 60 days before departure: 50% refund
- 59 to 40 days before departure: 40% refund
- 39 to 31 days before departure: 30% refund
- 30 days or fewer before departure: No refund
7. LIABILITY
If the services provided deviate from the agreed contract, SendaLuna's liability will be governed by applicable national laws. Customers may request compensation, although SendaLuna reserves the right to deny claims it considers unreasonable. Every effort will be made to resolve issues and maintain the expected quality of the tour.
In cases of repeated service deficiencies, the customer must promptly report the issue to SendaLuna or its designated representative (typically the guide). Failure to report problems during the tour forfeits the right to claim compensation afterward.
Contract termination by the customer due to significant quality issues is only valid if SendaLuna has been given a reasonable opportunity to correct the deficiencies.
8. CLAIMS PROCEDURE
To file a claim for breach of contract, the customer must notify SendaLuna within one month of the tour's conclusion.
Local service providers, guides, or partner agencies are not authorized to accept claims.
Claims related to unlawful conduct must be submitted within three years of the tour's end, in accordance with international law.
Jurisdiction: All legal claims must be filed in Quito, Ecuador.
9. LIMITATION OF LIABILITY
SendaLuna facilitates accommodations, transportation, and related travel services for its clients under the express condition that it shall not be held liable for any injury, loss, death, delay, accident, inconvenience, or irregularity resulting from the negligent or intentional actions—or failure to act—of any third party involved in delivering services related to the tour, including, but not limited to, SendaLuna's own negligence.
SendaLuna does not own, operate, manage, or supervise any providers of goods or services used during the trip, nor does it hold ownership over any accommodations, transport, or travel-related services utilized.
SendaLuna assumes no responsibility for the conduct or omissions of third-party service providers and disclaims liability for any consequences arising from such conduct or omissions.
This includes, without limitation, damages or losses resulting directly or indirectly from force majeure events, downgraded accommodations, hotel-related issues, government actions, adverse weather, illness or epidemics (or their threat), supplier insolvency, unsafe food, labor strikes, theft, criminal acts, terrorism, lack of access to adequate medical care or evacuation, and risks outlined in the initial pages of this document—such as rugged terrain, altitude sickness, poor sanitation, water activities, animal encounters, and transportation delays or failures.
SendaLuna is not liable for any additional costs or delays caused by these circumstances. It does not cover extra hotel nights not included in the itinerary, whether due to airline changes, personal travel arrangements, or other factors. Loss or damage to luggage or personal belongings is also not the responsibility of SendaLuna.
Under no circumstances shall SendaLuna be liable for incidental or consequential damages of any kind.
SendaLuna reserves the right to substitute accommodations, tour leaders, or vessels, and to adjust itineraries when deemed necessary or appropriate.
Travelers are solely responsible for securing valid passports, visas, and other required travel documents.
SendaLuna may refuse or remove any participant from a trip if their behavior disrupts operations, poses a safety risk, or negatively affects other travelers. No refunds will be issued in such cases.
SendaLuna reserves the right to capture photographic or video content during trips and may use such material for promotional or commercial purposes.
10. CONTRACT TERMINATION DUE TO EXTRAORDINARY CIRCUMSTANCES
If the trip becomes significantly hazardous or impractical due to exceptional events—such as war, civil unrest, strikes, epidemics, or government restrictions—either the customer or SendaLuna may cancel the travel contract.
In emergencies arising from such events, the client is responsible for all incurred costs (e.g., medical treatment, lodging, meals), except for emergency transportation, for which SendaLuna may cover up to 50% of the total expense. No additional claims will be accepted.
11. ENTRY AND HEALTH REQUIREMENTS
Travelers are responsible for complying with all entry, health, passport, customs, visa, and currency regulations at their own expense. Any penalties or complications resulting from non-compliance—even due to regulatory changes after booking—are the sole responsibility of the traveler.
Where possible, SendaLuna will inform clients of significant changes to general travel requirements prior to departure.
11.1 Physical Fitness and General Health
Trips are open to individuals in good physical condition. Even less demanding itineraries are more enjoyable when the traveler is fit. Activities may involve climbing stairs, walking on uneven terrain, and boarding small boats. Clients are encouraged to maintain regular physical activity before travel. Some itineraries may include challenging hikes or treks. If unsure about your ability to participate, please contact us in advance. Once the trip begins, no refunds will be issued for missed activities due to physical limitations.
11.2. Medical Considerations
Participants must be in generally good health. Any medical conditions or dietary restrictions must be disclosed to SendaLuna well before departure. Our team will assess the suitability of the selected trip. The trip leader has the authority to exclude any participant if deemed medically necessary for the safety of the group. No refunds will be issued in such cases.
SendaLuna is not a medical provider and does not advise on medications or vaccinations. Travelers should consult their personal physician for medical guidance.
SendaLuna accepts no liability for medical care and strongly recommends that travelers verify their insurance coverage for adequacy.
By purchasing services from SendaLuna, the customer confirms they are in good health and releases SendaLuna from any liability or refund claims related to health issues arising from personal negligence.12. SEVERABILITY CLAUSE
If any provision of the travel contract is deemed invalid, this does not affect the validity of the remaining provisions.
13.TRAVEL INSURANCE
To protect your investment and cover unforeseen medical emergencies, we strongly recommend purchasing travel insurance that includes trip cancellation coverage for non-refundable airfare and cancellation fees due to illness. Additionally, we advise securing health insurance that covers medical treatment doing your trip.
14. TOUR OPERATOR
- Office hours: Monday to Friday from 08:00h to 18:00h (GMT-5)
- Email: info@sendaluna.com
- Phone: (+593) 980 461 208
- Address: Mariscal Foch E4-261, Quito - Ecuador