Clear information about bookings, payments, high season, cancellations, service delivery and traveler responsibilities.
1. Who We Are
[Commercial Brand] is operated by [Legal Company Name] , RUT [RUT] , a private tour operator based in Santiago, Chile. These Terms & Conditions govern the use of our website, [website URL] , and the services offered by us under the [Commercial Brand] brand.
By using our website, submitting a request, confirming a proposal, or booking any of our services, you acknowledge that you have read, understood, and accepted these Terms & Conditions.
2. Our Services
We provide private and customized travel experiences in Santiago and Central Chile, including city tours, layover tours, wine tours and tastings, Valparaiso and coastal tours, Andes experiences, cruise passenger services, executive travel, corporate programs, and tailor-made itineraries.
All services are private unless expressly stated otherwise in writing. Services may be operated directly by us or coordinated with trusted third-party providers, such as licensed guides, drivers, wineries, restaurants, venues, hotels, museums, transport providers, or activity operators.
All itineraries, times, routes, inclusions, exclusions, prices, and conditions are subject to written confirmation.
3. Requests, Proposals and Confirmation
Submitting a request through our website, email, WhatsApp, phone, or any other communication channel does not create a confirmed booking.
A booking is confirmed only when:
· we have confirmed availability in writing;
· the client has accepted the proposal and these Terms & Conditions;
· the required payment has been received or otherwise expressly approved in writing by us; and
· any additional supplier-specific conditions, when applicable, have been accepted.
Once confirmed, the client will receive written confirmation by email or other agreed communication channel. The confirmation may include itinerary details, payment status, meeting instructions, and relevant operational notes.
4. Prices, Currency and Payment
Unless otherwise stated, prices are quoted in United States Dollars (USD). Prices may also be quoted in Chilean pesos (CLP) or another currency when expressly indicated.
To secure a booking, a 30% deposit of the total service price is normally required. The remaining balance must be paid no later than 30 days before the first confirmed service. For requests made within 7 days of the service date, full payment is required once availability has been confirmed.
Accepted payment methods may include bank transfer, secure payment link, credit card, or other approved methods. A card-processing fee may apply when payment is made by credit card or secure card link. Any applicable fee will be clearly informed before payment.
The client is responsible for any bank charges, intermediary bank fees, exchange-rate differences, or payment-platform fees unless otherwise agreed in writing.
4.1 General Payment Conditions
Booking and payment conditions may vary depending on the nature of the service, degree of customization, booking lead time, supplier availability and travel season.
4.2 Structured day tours / fixed-price tours
For single-day tours published with a fixed price, the booking is normally secured with a 30% deposit of the total service price. The remaining balance must be paid 30 days before the service. If the request is made within 7 days of the tour date, full payment is required once availability has been confirmed.
4.3 Tailor-made day tours, layover tours and cruise day services
For private one-day services designed on request, layover tours and cruise day services, confirmation is subject to operational availability, flight or cruise schedules, routes, suppliers and special conditions. A 30% deposit, full advance payment or non-refundable supplier-related payments may be required.
4.4 Multi-day, corporate and complex travel arrangements
For multi-day programs, corporate services, itineraries involving hotels, flights, venues, special tastings or other external providers, specific payment conditions may apply: deposits higher than 30%, staged payments, full advance payment or non-refundable conditions once certain services have been confirmed.
4.5 High Season and Limited-Availability Periods
During high season, public holidays, long weekends, harvest season, special events, peak cruise-arrival periods, year-end dates or other high-demand periods, proposals may have a shorter validity period and may require higher deposits, full advance payment, or stricter cancellation and modification conditions.
These conditions will be disclosed before confirmation and will prevail over the general conditions when accepted in writing.
5. What Is Included and Excluded
Each proposal will specify what is included and excluded. Typical inclusions may include private vehicle, professional driver, professional guide, fuel, parking, tolls, selected entries, and confirmed tastings when expressly included.
Unless expressly included in writing, the following are excluded: meals, beverages, optional tastings, personal expenses, tips or gratuities, travel insurance, extra time beyond the agreed duration, hotel accommodation, flights, and services not specifically listed as included.
6. Changes Requested by the Client
We will make reasonable efforts to accommodate changes requested by the client, including changes to dates, pick-up times, number of passengers, itinerary, wineries, restaurants, route, or duration. Changes are subject to availability, operational feasibility, supplier conditions, and price adjustments.
Any change that involves additional time, distance, staff, vehicles, tickets, reservations, supplier fees, or administrative work may result in an additional charge.
Certain confirmed items may be non-refundable or non-changeable once issued or reserved, including but not limited to attraction tickets, winery reservations, special tastings, hotel bookings, venue reservations, restaurant deposits, supplier deposits, and third-party services.
7. Cancellation and Refund Policy
7.1 General Rules
All cancellation requests must be submitted in writing by email. The cancellation date and time will be the date and time on which we receive the written cancellation request.
Refunds, when applicable, will be processed using the original payment method when reasonably possible. Bank fees, card-processing fees, intermediary bank charges, exchange-rate differences, and non-refundable third-party costs may be deducted from the refund amount.
Refunds are normally processed within 10 business days after the refund has been approved, although the time required for the funds to appear in the client’s account may depend on banks, card issuers, and payment processors.
7.2 Day Tours / Single-Day Private Services
· Cancellations made 7 days or more before the service date: full refund, minus any non-refundable third-party costs already incurred.
· Cancellations made less than 7 days and more than 24 hours before the service start time: cancellation fee equivalent to the 30% deposit. If the client paid in full, 70% of the service price will be refunded, minus any non-refundable third-party costs already incurred.
· Cancellations made less than 24 hours before the service start time, late cancellations, or no-shows: no refund.
7.3 Multi-Day Programs, Custom Itineraries and Corporate Programs
· Cancellations made 30 days or more before the start date: full refund, minus any non-refundable third-party costs already incurred.
· Cancellations made less than 30 days and more than 15 days before the start date: cancellation fee equivalent to the 30% deposit, plus any non-refundable third-party costs already incurred.
· Cancellations made 15 days or less before the start date, late cancellations, or no-shows: no refund, unless otherwise agreed in writing.
Multi-day programs, corporate programs, special-interest experiences, and itineraries involving hotels, flights, exclusive venues, special tastings, or third-party suppliers may be subject to stricter cancellation conditions. Any stricter supplier conditions will be informed when applicable.
7.4 Cruise Travelers
For cruise passengers, if the cruise line changes the disembarkation or embarkation date, port, or schedule, we will make reasonable efforts to reschedule the service without additional administrative cost, subject to availability and supplier conditions. Any additional third-party cost, vehicle cost, guide cost, ticket cost, or supplier fee may be charged separately.
If rescheduling is not possible, the applicable cancellation policy will apply, unless otherwise agreed in writing.
7.5 Company, Weather or Operational Cancellation
We reserve the right to modify, reschedule, or cancel a service when necessary due to safety, weather, road closures, natural events, strikes, public authority instructions, supplier failure, operational impossibility, or other circumstances beyond our reasonable control.
When a service is canceled by us and no suitable rescheduling option is available, the client will receive a full refund of the amount paid to us for the canceled service, minus any non-refundable third-party costs that cannot reasonably be recovered, unless applicable law requires otherwise.
8. Right of Withdrawal for Online or Distance Purchases
Where Chilean consumer law grants a right of withdrawal for online or distance purchases, we will respect that right according to the applicable legal requirements. The client may have the right to withdraw from a contract within 10 days from acceptance and before the service has been used, subject to the conditions and exceptions established by law.
Because our services are date-specific and often require advance reservations with third-party providers, certain components may be non-refundable once confirmed or issued. Any exclusion, limitation, or supplier-specific condition related to withdrawal or refund rights will be informed before confirmation whenever applicable.
9. Itinerary Adjustments, Delays and External Factors
We strive to operate each itinerary as confirmed. However, routes, timing, sequence of visits, stops, and specific activities may need to be adjusted due to weather, traffic, road conditions, public events, closures, strikes, safety concerns, supplier availability, flight delays, cruise delays, or other external factors.
Reasonable itinerary adjustments do not entitle the client to a refund when the essential nature and value of the service are maintained. If a key component becomes unavailable, we will try to offer a suitable alternative of similar value whenever possible.
10. Passenger Responsibilities
Clients are responsible for providing accurate information when submitting a request or confirming a booking, including passenger names, contact details, dates, flight or cruise information, hotel or pick-up location, mobility limitations, dietary notes, allergies, health considerations, luggage requirements, and any other information relevant to the safe and proper operation of the service.
Clients must arrive at the agreed meeting point on time and follow reasonable safety instructions given by guides, drivers, or activity providers. We are not responsible for delays, missed visits, reduced tour time, or additional costs caused by inaccurate information, late arrival, failure to follow instructions, or circumstances attributable to the client.
11. Health, Safety, Mobility and Dietary Notes
Some experiences may involve walking, uneven surfaces, stairs, mountain roads, altitude, heat, cold, vineyard terrain, boats, or other conditions that may not be suitable for all travelers. Clients must inform us in advance of any medical condition, mobility limitation, allergy, dietary restriction, pregnancy, age-related consideration, or other special requirement that may affect participation.
We will make reasonable efforts to adapt the service when informed in advance, but we cannot guarantee that all destinations, vehicles, venues, trails, wineries, restaurants, or public spaces will be fully accessible or suitable for every traveler.
12. Children and Minors
Children and minors must be accompanied and supervised by a responsible adult at all times. The client is responsible for informing us in advance of the age, height, and weight of children when child seats or specific safety arrangements may be required.
13. Travel Insurance
Comprehensive travel insurance is strongly recommended for all travelers. Insurance should cover medical events, accidents, cancellations, missed connections, flight or cruise changes, baggage, personal belongings, emergency assistance, and any activities included in the itinerary.
14. Responsibility and Liability
We are responsible for providing the services confirmed in writing with reasonable care and professionalism. However, to the maximum extent permitted by applicable law, we are not liable for losses, delays, injuries, accidents, damages, missed connections, service interruptions, or additional costs caused by third parties, force majeure, public authority decisions, weather, road conditions, strikes, supplier actions, traveler negligence, inaccurate information provided by the client, or events outside our reasonable control.
Nothing in these Terms & Conditions excludes liability where such exclusion is not permitted by applicable law.
15. Personal Belongings
Clients are responsible for their personal belongings during the service. We are not liable for loss, theft, or damage to personal items unless caused by proven negligence directly attributable to us.
16. Use of Images
During tours, our team may take photographs or videos for operational, internal, or promotional purposes. We will not intentionally use identifiable images of clients for public promotional purposes without consent. If you do not wish to appear in any photograph or video, please inform us before the service or notify your guide on the day of the tour.
17. Complaints and Support
If something is not satisfactory during the service, the client should inform the guide, driver, or our coordination team as soon as possible so that we can try to address the issue during the tour. Post-service complaints should be sent in writing to [contact email] within 7 days after the service, including relevant details and supporting information.
18. Website Content
We make reasonable efforts to keep website information accurate and updated. However, descriptions, prices, schedules, availability, images, routes, and inclusions may change. The binding version of each service is the written proposal or confirmation sent to the client.
19. Privacy and Personal Data
The processing of personal data is governed by our Privacy Policy, available at [privacy policy URL] . By submitting a request or booking a service, you acknowledge that your personal data will be processed as described in that policy.
20. Governing Law and Jurisdiction
These Terms & Conditions are governed by the laws of the Republic of Chile. Any dispute arising from the use of our website or services will be subject to the competent courts of Santiago, Chile, unless applicable consumer-protection law establishes otherwise.
21. Contact
[Legal Company Name]
RUT: [RUT]
Address: [Commercial Address]
Email: [contact email]
Phone: [phone number]
