This section outlines the procedure for submitting claims or disputes related specifically to reservations, payments, or confirmations processed through the CrossoverPeru official website or its integrated booking platform.
Scope of Claims Covered
The Virtual Booking Claims policy applies exclusively to the following types of disputes arising from the electronic reservation process:
Booking Errors: Discrepancies between the tour/service reserved by the client and the confirmation received (e.g., incorrect date, package, or number of travelers).
Pricing Discrepancies: Claims regarding a significant difference between the price advertised at the time of booking and the price charged to the client.
Payment Processing Failures: Issues where a payment was successfully processed by the client’s bank but a corresponding booking confirmation was not issued by CrossoverPeru.
Availability Disputes: Cases where a booking was confirmed, but CrossoverPeru subsequently declares the tour unavailable due to an error in the virtual inventory system.
Submission Procedure
All claims related to virtual bookings must follow a formal, written procedure to ensure proper documentation and swift resolution.
A. Submission Deadline
A claim must be submitted within seven (7) calendar days following the date of the disputed transaction or the date of the scheduled service, whichever occurs first. Claims submitted outside this window may be denied.
B. Required Documentation
The client must provide the following essential documentation to support their claim:
Written Claim Statement: A detailed description of the error or dispute, including dates, names, and a clear explanation of the client’s requested resolution.
Booking Reference: The confirmation number or itinerary ID provided at the time of booking.
Proof of Payment: A copy of the bank statement or payment receipt showing the transaction charged by CrossoverPeru.
Screenshots/Evidence: Any screenshots or electronic evidence that document the error or discrepancy on the Site during the booking process.
C. Submission Method
Claims must be submitted via email to our dedicated Customer Service Claims Department:
Email Address: info@crossoverperu.com.pe
Subject Line: VBC Claim: +51 987 231 666
Review and Resolution Process
A. Acknowledgment
CrossoverPeru will acknowledge receipt of the written claim within three (3) business days of submission.
B. Investigation
Our Claims Department will conduct a thorough investigation, which may involve reviewing system logs, transaction data, and internal correspondence. This investigation period typically takes ten (10) to fifteen (15) business days.
C. Resolution
Upon completion of the investigation, CrossoverPeru will provide the client with a written decision, outlining the findings and the proposed resolution. Resolutions may include, but are not limited to:
Issuance of a full or partial refund.
Correction of the reservation details without additional charge.
Provision of alternative tour services of equivalent value.
Limitations and Exclusion
Exclusions: This policy does not cover claims related to travel services not booked directly through the CrossoverPeru Site (e.g., flights, services booked via third-party agents). It also excludes claims related to tour dissatisfaction, poor service delivery, or cancellation decisions, which are governed by our separate Booking Conditions and Cancellation Policy.
Finality: The decision rendered by CrossoverPeru following the investigation shall be final and binding on both parties, subject only to mandatory legal remedies under Peruvian law.
