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  • Terms And Conditions

Our Promise to Quality

Payments

All payments made by debit/credit cards are subjected to a 3.5% surcharge to cover online bank transaction fees. All trip costs are shown in USD. If you pay online your credit card company will determine the actual exchange rate.

All outstanding balances must be paid 105 days before the start of each trip, failure to pay may result in additional penalties.

You can expect to receive an updated invoice from us within 24 to 48 hours of making an online payment. For Bank Transfers, your invoice confirmation will be sent once we verify that we received the funds.

The charge on your credit card will appear as TPS - Travel Pay which is operated by Travel Payment Solutions LLC. Travel Payment Solutions is a USA based company that provides booking and customer support services for Patagonia Hero Travel SPA. All treks and services are run and operated solely by Patagonia Hero Travel SPA, a local Chilean based company with RUT: 777654543. Travel Payment Solutions LLC and its employees, shareholders, officers, directors, successors, agents, and assigns, neither own nor operate any person or entity which is to, or does, provide goods or services for these trips or tours. Travel Payment Solutions LLC assumes no responsibility for and cannot be held liable for any personal injury, death, property damage, or other loss, accident, delay, inconvenience, or irregularity which may be occasioned by reason of any wrongful, negligent, willful, or unauthorized acts or omissions on the part of Patagonia Hero Travel SPA or other employees or agents.

Passports & Visas (Chile)

Chile is very friendly to tourists and most nationalities can enter for up to 90 days cost-free, a tourist visa being granted upon arrival. Citizens of Mexico and Australia are required to pay reciprocity fees of $23 and $117 respectively upon arrival. Citizens of China need to apply for a no-cost tourist visa, unless an entry visa to Canada or U.S. with a validity of six months is held. If you are in any doubt about whether you need to apply for visa contact your country's Chilean embassy or ask us and we'll do all that we can to help. Note that you must have a blank page on your passport.

Taxes for Foreigners in Chile

Hotel charges in Chile are not subject to VAT charges(19%), when paid in US dollars by non-Chileans present in Chile on a tourist visa. All tourists are given PDI (Chilean Immigration Police) documentation upon entry to Chile, which can be used as proof of tourist status. We recommend keeping this safe as it is a small, but valuable document.

* Chilean and non-Chilean hotel guests possessing Chilean residency will be subject to VAT charges, charged at 19% in the national currency.

Travel Insurance

It is strongly recommended that you have adequate travel insurance for your holiday. Travel insurance covers your cost related to cancellation charges, unexpected curtailment of your holiday, medical and repatriation expenses including air ambulance, personal accident, delay loss or damage to your personal effects.

Guaranteed Deposits

Patagonia Treks

You can be assured that when you place a deposit it's secured for your future trip. If your travel plans change simply let us know and we can change your dates or if you prefer even apply your deposit to a different destination that we serve such as Nepal or Tanzania. Your deposit will never expire and can be applied towards any of our adventures. We book all accommodations in advance so please review the following conditions on changing dates:

  1. Please inform us of any changes at least 105 days in advance. If you notify us within 105 days of your trip your deposit is fully refundable. Please contact us with any last minute changes and we will do our best to help.
  2. Guests are responsible for any increases in price between the time they originally booked and the new trekking date.
  3. If you don't contact us and you don't show up for your trip your deposit is not refundable.

Cancellations & Refunds

Bookings for Torres del Paine National Park (Campsites & Refugios)

We will reschedule you at no extra charge if your travel dates change, but please provide at least 105 days advance notice. All booking deposits are 100% refundable up to 105 days before your trip. No refunds on deposits on trips within 105 days. We book all hotels, campsites, refugios, boat tickets, guide services, and tours in advance so are unable to give refunds. Our general advice is that if you need to change plans please alert us as quickly as possible. Here is a detailed breakdown of our policy:

  • Deposits are fully refundable up to 105 days before your trip.
  • Payments are 80% refundable if cancellation is between 104 - 90 days before your trip.
  • Payments are 50% refundable if cancellation is between 89 - 70 days before your trip.
  • All deposits and full payments are nonrefundable if your cancellation is within 69 days of your trip date.

It is possible that a trek may be canceled in the event of a natural disaster, civil unrest, epidemic, airport closures, travel advisory or other unforeseen events beyond our control. If this happens we will work with you to reschedule the trek date at no extra cost. Our normal refund policy on deposits still applies in this situation. If you have any concerns we suggest you take a travel insurance policy that covers this type of trip interruption and or cancellation.

For Hotel Las Torres, a deposit of $750 per person is required upfront to secure the booking. The outstanding balance will be due 90 days before your arrival. Please note that deposits for Hotel Las Torres are non-refundable.

For Hotel Rio Serrano SPA, a deposit of $1000 per person is required upfront to secure the booking. The outstanding balance will be due 90 days before your arrival. Please note that deposits for Hotel Rio Serrano Spa are non-refundable.

Bookings for Antarctica Air Cruises

The following payment, cancellation and refund policy will apply in the case of individual bookings; in the case of charters (booking of the entire tour and vessel) or group bookings specific payment, cancellation, in addition, refund terms can be negotiated and agreed upon by separate contract. In the case of cancellation of a booking, which must be done in writing by the passenger, the following terms will apply:

  • Cancellation received up to 210 days prior to departure: there will be a full refund of the deposit received less a $1250 USD per person processing fee.
  • Cancellation received between 209 and 180 days prior to departure: there will be no refund of the deposit paid.
  • Cancellation received between 179 and 120 days prior to departure: there will be a refund of 10% of the amount paid, provided that the final payment has been received.
  • Cancellation received between 119 and 60 days prior to departure: there will be a refund of 5% of the amount paid, provided that the final payment has been received.
  • Cancellation received between 59 and the departure date: there will be no refund whatsoever.
Upon cancellation, the passenger releases the canceled cabin and all rights over it to Patagonia Hero.

Antarctica Contingency Plan

While historically a majority of flights has operated on the scheduled day, in some instances weather conditions have required that adjustments to the departure time of Antarctic flights be made to avoid protracted delays. In the unlikely event that the flight to Antarctica cannot take place on the scheduled day due to unfavorable weather conditions, we will apply a Contingency Plan. Additionally, the Contingency Plan offers you financial protection by providing a refund should weather conditions prevent us from reaching Antarctica.

  • In case the outbound flight to Antarctica is moved forward
    In some cases it may be necessary to move forward the Antarctic flight to the afternoon or evening of Day 1 of the itinerary. This will result in early departure from Punta Arenas and early arrival in Antarctica.
  • In case the outbound flight to Antarctica is delayed
    The group will remain in Punta Arenas while waiting for an improvement in the weather. Included are accommodation at the Cabo de Hornos Hotel or similar, meals, and guided excursions to local attractions. If by 2 PM on Day 4 of the itinerary it is still impossible to reach Antarctica, the trip will be interrupted and the cruise fare will be refunded.
  • In case the return flight to Punta Arenas is moved forward
    In those cases when the forecast suggests the likelihood of unfavourable weather conditions in Antarctica persisting for several days, the flight back to Punta Arenas may be moved forward to the previous evening as a way to avoid a protracted delay in Antarctica. Accommodation at the Cabo de Hornos Hotel or similar is included upon arrival. All other inclusions will remain per the original itinerary.
  • In case the return flight to Punta Arenas is delayed
    The group will remain in Antarctica and wait for the opportunity to fly to Punta Arenas. Included are meals and accommodation on the ship, and local excursions. Upon arrival in Punta Arenas, the trip will end at the airport. Travellers are responsible for any expenses associated with the rescheduling of their airline tickets or onward travel plans. In the extremely unlikely event that the delay exceeds 2 days the captain of the vessel may decide to sail back to South America.

Cancellation Due to Events Beyond our Control

Our normal refund policy does not apply in the event of a natural disaster, civil unrest, epidemic, airport closures, travel advisory or other unforeseen events beyond our control. In these cases, deposits are non-refundable. Its best to check your travel insurance and make sure that it covers trip interruption and cancellations.

In the event that we cancel a trip we will work with you to reschedule the trip at no extra cost. If you decide to cancel a tour that we are still running due to one of the above events we will work with you to reschedule the dates (subject to availability) at no extra cost as long as you notify us at least 31 days in advance.

Exclusions

What's included and what's not included is detailed individually on every package. However the following are excluded from all of our packages.

  • International Flights
  • Internal Domestic Flights
  • Entry Visas
  • Travel Insurance
  • Drinks and other items of personal nature
  • Customary gratuities for guides & porters
  • Unforeseen cost due to flight cancellation, weather conditions etc
  • All costs not outlined under "What's Included"

Have a Problem?

We want to help. If you are facing any difficulties either before you arrive or once you are on your trip please let us know as soon as possible so we can provide a solution. Our goal is to make sure you have the best trip possible and leave the headaches at home!