Complaints Management and Dispute Resolution Policy
At Exploria S.A.C. we are committed to addressing and resolving any issues that may arise during your experience with us. Our goal is to provide a fair, transparent, and appropriate solution, always prioritizing open communication and customer satisfaction.
How to Submit a Complaint
During the Tour
If you experience any inconvenience during your tour, we recommend that you first inform your guide. Our guides are trained to address and resolve issues immediately whenever possible.
If You Are Not Satisfied with the Initial Solution
If the issue is not resolved to your satisfaction, you may submit a formal complaint through any of the following channels:
In Person
Exploria S.A.C. Office
Av. Interoceánica 604, Nueva Florida – Independencia – Huaraz, Peru
By Phone
+51 970 419 858
+51 980 337 713
By Email
info@exploria.tours
Online
Complaints Book Form
Information Required to Process Your Complaint
To help us review your case efficiently and provide an appropriate response, please include the following information:
- Full name and contact details
- Date and details of the tour or service
- A clear description of the issue
- Relevant evidence (photos, receipts, emails, etc.), if available
- The outcome or solution you are seeking
Providing complete and accurate information will allow us to process your complaint more efficiently.
How We Handle Complaints
All complaints are reviewed and supervised directly by management. Each case is carefully analyzed and coordinated with the relevant team members involved. Your complaint will be treated confidentially, and you will receive a clear, fair, and objective explanation regarding your case.
We are committed to handling all complaints with transparency, professionalism, and within a reasonable timeframe.
Response Timeframes
Our objective is to resolve complaints as quickly as possible. Resolution times may vary depending on the nature and complexity of the issue.
Acknowledgment of receipt will be sent within five business days of receiving your complaint.
We will inform you of the estimated timeframe required to resolve your case.
We aim to provide a definitive response within a maximum period of four weeks. If additional time is required, you will be notified promptly and kept informed of the progress.
Actions We May Take
If your complaint is found to be justified, we may take one or more of the following actions, depending on the situation:
- Resolve the issue or inconvenience identified
- Provide additional information or clarification regarding the situation
- Review and improve our policies or procedures when necessary
- Consult with team members or tour participants to gain additional perspectives
If You Are Not Satisfied with the Outcome
If we are unable to resolve your complaint to your satisfaction, you have the right to escalate the matter. You may submit your claim to the appropriate consumer protection authority at the local, regional, or national level, in accordance with applicable regulations.
Our Commitment
We are committed to continuous improvement, transparency, and accountability. Your feedback is highly valued and helps us improve our services and deliver the best possible experience to our travelers.