Our Promise to Quality

Lifetime Deposit Guarantee

At PatagoniaHero, we believe your investment in adventure should be protected for the long term. When you place a deposit for a Patagonia expedition, you can be assured it is secured for your future journey.

• No Expiration: Your deposit never expires and can be applied toward any of our global adventures facilitated by our Adventure Specialists, including expeditions in Nepal or Tanzania.
• Flexibility & Change Notice: Because accommodations within Patagonia's national parks (such as the refugios for the "W" or "O" treks) are strictly limited and booked far in advance, we require at least 105 days' notice for date changes.
• Refund Window: If you notify us of a cancellation at least 105 days prior to your scheduled departure, your deposit may in part be refundable (see the cancellations and refunds policy for details). For last-minute changes within the 105-day window, please contact our Adventure Specialists immediately, and we will do our absolute best to assist you
• Price Protection: While the deposit value is secure, guests are responsible for any increase in trek pricing between the original booking date and the new departure date.
• No-Show Policy: If you do not contact us and do not arrive for your scheduled expedition, the deposit is non-refundable.

Health, Safety & Age Limits

• Age Limit (70+): For safety and comfort, guests over the age of 70 are required to book a private trip with a dedicated professional guide rather than joining a fixed departure. This ensures personalized support on the demanding and unpredictable terrain.
• Physical Readiness: By booking, you certify you are in good health. Our guides reserve the right to halt your trek if your health or behavior compromises the safety of the group.

Passports, Visas & Taxes

Navigating international borders is a key part of the "Heroic" journey. While our Adventure Specialists provide the following guidance, it is the sole responsibility of the traveler to verify and comply with the most current entry requirements for Chile and Argentina via their respective consulates or official government portals before departure.

Passports & Visas

• Validity: Your passport must be in good condition. While Chile and Argentina technically require validity only for the duration of your stay, we strongly recommend a minimum of 6 months' validity beyond your departure date to avoid issues with airline boarding or unexpected delays.
• Blank Pages: You must have at least one completely blank page for immigration stamps.
• Visa-Free Entry: As of 2026, citizens of most nationalities (including the USA, Canada, UK, EU, and Australia) can enter Chile and Argentina for up to 90 days as tourists without a pre-arranged visa.
• Reciprocity Fees: Historically, some nationalities were charged "reciprocity fees" upon arrival. However, these fees have been largely eliminated for US, Canadian, and Australian citizens. Always check current regulations for your specific nationality.
• Chinese Nationals: Citizens of China may enter Chile without a tourist visa if they hold a valid US or Canadian visa with at least 6 months of remaining validity.

Taxes for Foreigners in Chile (The 19% Savings) Chile offers a significant financial benefit to international travelers known as the IVA (VAT) Exemption.

• Exemption Rule: Hotel charges in Chile are not subject to the 19% VAT when paid in US dollars (cash or credit card) by non-Chilean tourists.
• The PDI Document: Upon entry to Chile, immigration (PDI) will provide you with a small paper slip called the Tarjeta de Turismo (Tourist Card). You must present this slip and your passport at hotel check-in to qualify for the tax exemption.
• Warning: Do not lose the PDI slip! It is required for the tax break and must be surrendered to immigration when you depart the country.

Gear & Personal Equipment

Proper equipment is vital for a successful "Heroic" summit.

• Personal Responsibility: You are responsible for bringing or renting gear (boots, sleeping bags, clothing) that is suitable for the environment.
• Inspection: Even when renting gear from our local partner, it is your responsibility to inspect the equipment before starting the trek.

Cancellations & Refunds

Our Adventure Specialists work closely with PatagoniaHero Travel SPA to secure your journey into the wild heart of Torres del Paine National Park. Because the National Park’s campsites, refugios, and hotels are in high demand and require strictly non-refundable prepayments to local providers, the following policies apply:

Standard Cancellation Schedule (Deposit: $750 per guest)

• 105+ Days before departure: Refund of the deposit minus a $250 cancellation fee per person.
• 104–90 Days before departure: 70% refund of total payments made.
• 89–70 Days before departure: 30% refund of total payments made.89–70 Days before departure: 30% refund of total payments made.
• 69 Days or fewer before departure: No refunds available. No refunds available.

Operational Commitments Please understand that all accommodations, transportation, and specialist guide services provided by our local partner are secured and paid for well in advance. As such, we are unable to offer any refunds for cancellations made within 69 days of your trip start date.

Premium Hotel Reservations For guests choosing premium accommodations, the following terms replace the standard deposit schedule:

• Hotel Las Torres: A deposit of $1,000 per person is required upfront. The outstanding balance is due 90 days before arrival. This deposit is strictly non-refundable.
• Hotel Rio Serrano SPA: A deposit of $1,000 per person is required upfront. The outstanding balance is due 90 days before arrival. This deposit is strictly non-refundable.

Rescheduling Policy (Torres del Paine National Park)

We understand that travel plans can change, and our Adventure Specialists strive to offer as much flexibility as possible while navigating the strict booking regulations of the National Park.

Advance Notice (105+ Days Before Departure)

• Flexibility: Rescheduling is permitted with a coordination fee of $250 per person.
• Seasonal Constraints: All changes are subject to availability and must occur within the same trekking season (e.g., September 202X to April 202X).
• No Season-to-Season Rollovers: Because park permits and refugio allotments are issued for specific seasons, postponements to future trekking seasons are not allowed.

Short Notice (Within 104 Days of Departure)

• Commitment to Partners: Due to the firm prepayments made to our local operating partner, Patagonia Hero Travel SPA, and their service providers, no changes or rescheduling are permitted within 104 days of your trip start date.

Operational Considerations

• Provider Policies: All rescheduling requests are contingent upon the availability and specific policies of our local service providers, including accommodations, transportation, and specialized guides.
• Communication: To ensure the best chance of a successful itinerary change, our general advice is to notify our Adventure Specialists as early as possible.

Antarctica Expedition Terms

Expeditions to the Antarctic Peninsula involve some of the most complex maritime and aviation logistics on the planet. To provide our guests with the "Heroic" experience they expect, we partner with premier polar operators. Please note that cancellation policies differ based on the specific vessel and operator chosen for your journey.

Antarctica21 Air Cruise Policy

The following tiered schedule applies to individual Air Cruise bookings coordinated through Antarctica21:

• 210+ Days before departure: Refund of the deposit received, minus a $1,250 USD per person processing fee.
• 209–180 Days before departure: No refund of the deposit paid.
• 179–120 Days before departure: 10% refund of the total amount paid (requires final balance to have been received).
• 119–60 Days before departure: 5% refund of the total amount paid (requires final balance to have been received).
• 59 Days or fewer before departure: No refund whatsoever.

Oceanwide Expeditions (OE) Policy

For expeditions operated in partnership with Oceanwide Expeditions, the following cancellation fees apply based on the total trip price:

• Up to 90 Days prior to departure: 20% of the total price.
• 89–60 Days prior to departure: 50% of the total price.
• 59 Days or fewer prior to departure: 100% of the total price.
• Flights & Hotels: A 100% cancellation fee applies to all flights and hotel reservations unless otherwise specified by the airline or hotel.
• Booking Changes: Any request to change a booked trip is considered a cancellation and subject to the fees above. Minor alterations may incur a reservation fee of at least €50 per change.

Operational Release: Upon cancellation, the passenger releases the canceled cabin and all associated rights to Patagonia Hero Travel SPA.

Antarctica21 Flight Contingency Plan

Expeditions to the Antarctic Peninsula involve complex maritime and aviation logistics. While historically a majority of flights operate on the scheduled day, weather conditions in the Southern Ocean can require adjustments to avoid protracted delays. To protect your experience and your investment, the following Contingency Plan applies specifically to Antarctica21 voyages.

Outbound Flight (Punta Arenas to Antarctica)

In the unlikely event that the flight to Antarctica cannot take place on the scheduled day due to unfavorable weather conditions:

• Flights Moved Forward: In some cases, it may be necessary to move the Antarctic flight forward to the afternoon or evening of Day 1. This results in an early departure from Punta Arenas and an early arrival in Antarctica
• Delayed Flights: The group will remain in Punta Arenas while waiting for weather improvement. Included in your package are accommodations at the Cabo de Hornos Hotel (or similar), meals, and guided excursions to local attractions.
• Trip Interruption & Refund: If by 2:00 PM on Day 4 of the itinerary it is still impossible to reach Antarctica, the trip will be officially interrupted. In this scenario, the cruise fare will be refunded, providing you with significant financial protection against regional weather events.

Return Flight (Antarctica to Punta Arenas)

• Flights Moved Forward: If the forecast suggests a likelihood of unfavorable weather persisting for several days, the flight back to Punta Arenas may be moved forward to the previous evening. Accommodation at the Cabo de Hornos Hotel (or similar) is included upon arrival.
• Delayed Return: The group will remain in Antarctica on the vessel with all meals, accommodations, and local excursions included until the flight window opens.
• Maritime Alternative: In the extremely unlikely event that a return flight delay exceeds two days, the Vessel Captain may decide to sail the ship back to South America across the Drake Passage.

Traveler Responsibility

Upon arrival back in Punta Arenas, the trip officially ends at the airport. Travelers are solely responsible for any expenses associated with the rescheduling of their international airline tickets or onward travel plans. Because of this, we strongly emphasize the need for comprehensive travel insurance that covers trip delays and flight changes.

Essential Polar Disclosures

Third-Party Terms & Liability By booking an Antarctica expedition, you agree to abide by the health, safety, and conduct policies established by the vessel operator (Oceanwide Expeditions or Antarctica21).

• Operational Independence: The maritime and aviation services are provided by these specialized partners. Any liability regarding the vessel or aircraft operation rests solely with the specific operator and not with Travel Payment Solutions LLC or Patagonia Hero Travel SPA.
• Insurance Recommendation: Due to the high cost and logistical complexity of these trips, we strongly recommend purchasing comprehensive cancellation insurance to cover any potential loss from unexpected changes in your plans.

Travel Insurance & Emergency Protection

The remote nature of treks in Chile and polar expeditions requires specific protections that go beyond standard medical coverage.

Comprehensive Coverage Requirement We strongly recommend that all travelers secure a comprehensive travel insurance policy at the time of booking. A "Heroic" level of protection should include:

• Trip Cancellation & Curtailment: Coverage for non-refundable expenses if you must cancel or cut your journey short.
• Emergency Medical & Repatriation: Coverage for medical treatment and Air Ambulance (Helicopter) evacuation.
• Personal Effects: Coverage for the loss, theft, or damage of trekking gear and belongings.
• Force Majeure: Protection against disruptions caused by natural disasters, civil unrest, or airport closures.

Non-Endorsement Disclosure While our independent Adventure Specialists may provide names of commonly used providers (such as World Nomads or Global Rescue) for your convenience, Travel Payment Solutions LLC, and our local operating partners do not endorse, represent, or receive compensation from any specific insurance company. The choice of provider and the verification of policy adequacy—including ensuring the policy covers the specific altitudes and activities of your trek—is the sole responsibility of the traveler. We are not responsible for the denial of claims or the failure of any insurer to provide coverage.

Media & Image Release

Our Adventure Specialists love to celebrate your journey. By participating, you grant Patagonia Hero Travel SPA and Travel Payment Solutions LLC a perpetual, royalty-free license to use any photographs or videos taken during the trip for promotional purposes. You may opt out in writing prior to departure.

Force Majeure & Unforeseen Events

PatagoniaHero and our partners are committed to your journey, but some events are truly beyond human control. In the event of circumstances such as natural disasters, civil unrest, health emergencies, airport closures, or government-issued travel advisories, we will do our best to assist you in rescheduling your expedition.

Operational Realities

• Additional Costs: Please note that rescheduling or making alternative arrangements in these situations may incur additional costs. These fees depend entirely on the policies of our local suppliers (refugios, hotels, and transport) and their current availability.
• Refund Policy: Our standard refund policy on payments and deposits remains in effect during these events.

Professional Recommendation To protect your investment against these rare but impactful events, we strongly recommend purchasing comprehensive travel insurance that explicitly covers trip interruptions and cancellations related to Force Majeure.

Exclusions

While each of our "Heroic" expeditions is designed to be as comprehensive as possible, certain costs remain the responsibility of the traveler. The following items are excluded from all of our packages unless explicitly stated otherwise in the individual trip itinerary:

• Flights: Both International and internal domestic flights.
• Documentation: Entry visas and reciprocity fees.
• Protection: Comprehensive travel insurance.
• Personal Expenses: Drinks, laundry, and other items of a personal nature.
• Gratuities: Customary tips for local guides, porters, and crew.
• Contingencies: Unforeseen costs due to flight cancellations, weather-related delays, or Force Majeure events.
• General: All costs not specifically outlined under the "What's Included" section of your chosen package.

Payment Terms & Financial Procedures

To maintain the high-quality logistics required for Patagonia and Antarctica, we adhere to a strict financial schedule.

Currency & Exchange Rates

• USD Standard: All trip costs are shown in US Dollars (USD).
• Online Payments: If you pay online with a non-USD credit card, your card issuer will determine the actual exchange rate and may apply international transaction fees.

Payment Schedule & Penalties

• Final Balance Deadline: Because we must finalize prepayments for National Park permits and remote accommodations, all outstanding balances must be paid in full 105 days before the start of each trip.
• Failure to Pay: Failure to meet the 105-day payment deadline may result in the cancellation of your reservation and the application of additional penalties or the loss of your preferred accommodation allotments.

Invoicing & Confirmation

• Online Credit Card Payments: You can expect to receive an updated invoice from our Adventure Specialists within 24 to 48 hours of making a payment through our secure portal.
• Bank Transfers: For Wire or Bank Transfers, your invoice confirmation will be sent once our financial team verifies that the funds have been successfully received.

Billing Identification

• TPS - Travel Pay: For your security and to prevent payment disputes, please note that charges on your credit card statement will appear as TPS - Travel Pay. This is the authorized billing identifier for Travel Payment Solutions LLC.

Professional Conduct & Refusal of Service

We are committed to fostering an environment of mutual respect, safety, and camaraderie among all trekkers and staff. To ensure the well-being of the group, our local operating partner, Patagonia Hero Travel SPA, reserves the right to refuse service or terminate participation for any individual at any time—whether in Puerto Natales or on the trail.

Conduct Expectations We maintain a zero-tolerance policy for conduct that compromises the safety or dignity of the expedition. Grounds for immediate removal from a trek or city program include:

• Abuse & Harassment: Physical or verbal abuse directed toward fellow trekkers, local guides, or support staff.
• Disruptive Behavior: Fighting or engaging in persistent behaviors that threaten group harmony.
• Substance Misuse: Excessive alcohol consumption or the use of illegal substances, which pose significant health and safety risks in high-altitude environments.

Consequences of Termination If a traveler is removed from a trek due to a violation of these conduct standards, the following terms apply:

• Return Costs: All associated costs for an early return—including emergency transport, extra hotel nights, and flight changes—are the sole responsibility of the traveler.
• No Refunds: No refunds or credits will be issued for the unused portion of the trek or any associated services.

Respect for Local Legends Our partners' guides and porters are the heart of your journey, bringing years of expertise to every mile. We ask that you treat these professionals and your fellow travelers with the respect they deserve. By maintaining these standards, we ensure every team member can focus on a safe and successful journey to the roof of the world.

Operational Responsibility & Disclosure

Field Operations All treks, logistics, and on-ground services in South America are run and operated solely by Patagonia Hero Travel SPA, a local Chilean-based company (RUT: 777654543). Patagonia Hero Travel SPA is responsible for the safety, permits, and execution of all field operations.

Booking & Facilitation Services Travel Payment Solutions LLC (USA) serves as a booking and customer support facilitator for Patagonia Hero Travel SPA. While our Adventure Specialists provide expert coordination and payment processing services, Travel Payment Solutions LLC does not own, manage, or operate the local entity or its employees in Chile.

Limitation of Liability Travel Payment Solutions LLC, its officers, and employees assume no responsibility and shall not be held liable for any personal injury, death, property damage, or other loss, accident, delay, or irregularity resulting from the acts, omissions, or negligence of Patagonia Hero Travel SPA or its independent agents.

Trade Name Disclosure. "PatagoniaHero" and "patagoniahero.com" are trade names (DBA) of Travel Payment Solutions LLC, a United States company that provides booking, payment, and customer-support services. When our Adventure Specialists assist you under the PatagoniaHero name, they are acting on behalf of Travel Payment Solutions LLC in its booking-facilitation capacity. All on-the-ground expedition services are operated by Patagonia Hero Travel SPA (RUT: 777654543), an independent company organized under the laws of Chile. These are the two distinct entities behind your booking, and this Agreement governs your relationship with each.

Release of Liability - Travel Payment Solutions LLC To the fullest extent permitted by law, you (on behalf of yourself and your party) hereby release, waive, and discharge Travel Payment Solutions LLC, together with its officers, members, shareholders, employees, and agents (collectively, the "TPS Parties"), from any and all liability, claims, demands, actions, and causes of action of any kind - including those arising from the ordinary negligence of the TPS Parties - for any injury, death, illness, property damage, loss, delay, or expense arising out of or relating to your expedition, its booking, or its coordination.

You acknowledge and agree that the TPS Parties do not own, operate, control, or supervise the treks, expeditions, cruises, guides, transport, lodging, aviation, or any other on-the-ground or maritime services, all of which are provided by Patagonia Hero Travel SPA or other independent third-party suppliers (including polar vessel and air operators such as Antarctica21 and Oceanwide Expeditions). In coordinating, arranging, or facilitating those third-party services on your behalf, the TPS Parties act solely as a booking facilitator. You therefore release the TPS Parties from, and agree to hold them harmless against, any liability arising from the acts, omissions, negligence, or default of any third-party supplier, and you agree that your sole recourse for any such matter is against the supplier that provided the service.

This release does not apply to liability that cannot be released or limited under applicable law, including liability for gross negligence, willful misconduct, or fraud. If any portion of this release is found unenforceable, it shall be limited or modified to the minimum extent necessary so that the remainder is given full effect, consistent with the Severability & Interpretation section below.

You further covenant not to bring any claim against the TPS Parties in any forum other than as provided in the Dispute Resolution (Booking & Arrangements) section below.

Severability & Interpretation If any provision of these Terms is held to be invalid, unlawful, or unenforceable in any jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or, if it cannot be so modified, severed from these Terms. The invalidity of any provision shall not affect the validity of the remaining provisions, which shall continue in full force. In all cases, these Terms shall be interpreted so as to give effect to the original intent and purpose of the parties as expressed in this agreement to the fullest extent permitted by law.

Dispute Resolution (Booking & Arrangements) Any dispute, claim, or controversy arising out of or relating to the booking, payment, coordination, or arrangement of your expedition — that is, the services provided by Travel Payment Solutions LLC — shall be governed by and construed in accordance with the laws of the State of Utah, and shall be resolved exclusively by binding arbitration administered in Salt Lake County, Utah, under the rules of a recognized arbitration provider, and judgment on the award may be entered in any court of competent jurisdiction. You and Travel Payment Solutions LLC agree that the state and federal courts located in Utah shall have exclusive jurisdiction and venue over any matter not subject to arbitration, and each party consents to personal jurisdiction there.

This provision applies only to booking and arrangement disputes with Travel Payment Solutions LLC. It does not apply to disputes arising from on-the-ground field operations, which are governed by the section below.

Dispute Resolution (Field Operations in Chile & Argentina) Any dispute, claim, or controversy arising out of or relating to the on-the-ground trekking, expedition, guiding, transport, or accommodation services performed in Chile or Argentina - that is, the services provided by Patagonia Hero Travel SPA - shall be governed by and construed in accordance with the laws of Chile, and shall be subject to the exclusive jurisdiction and venue of the courts of Santiago, Chile. Each party consents to personal jurisdiction there. Such disputes are further subject to the separate Release of Liability and Assumption of Risk agreement signed with Patagonia Hero Travel SPA, and in the event of any conflict between these Terms and that agreement with respect to field operations, that agreement shall control. Maritime and aviation services for Antarctica expeditions are provided by independent polar operators (Antarctica21 and Oceanwide Expeditions) and are governed by those operators' own terms, as described in the Essential Polar Disclosures section above.

This provision applies only to field-operations disputes with Patagonia Hero Travel SPA. It does not apply to booking or arrangement disputes with Travel Payment Solutions LLC, which are governed by the section above.

Secondary Waiver - Guest Responsibility Participation is conditioned on each participant signing Patagonia Hero Travel SPA's separate Release of Liability and Assumption of Risk agreement, together with any Emergency Contact form and fitness or medical documentation, prior to the commencement of the expedition. For Antarctica expeditions, participants must additionally sign any Release of Liability and Assumption of Risk agreement required by the polar vessel or air operator (Antarctica21 or Oceanwide Expeditions). You are responsible for reviewing and signing these documents, and for ensuring that every member of your party does the same. Failure or refusal to sign the required documents may result in denial of participation, and no refund will be due for a participant who cannot join or continue the expedition for that reason.

Authorized Agent & Representative Capacity If you are booking or paying on behalf of additional guests ("your party"), you represent and warrant that you are authorized to enter into this agreement as an agent for all participants in your party. You agree to provide a copy of these Terms of Service to each guest. You acknowledge that all participants must sign the separate Release of Liability required by Patagonia Hero Travel SPA and, for Antarctica expeditions, the polar operators. You agree to indemnify and hold harmless Travel Payment Solutions LLC against any claims arising from a guest's contention that they were not informed of these terms. At your request, we can provide a separate digital Terms of Service agreement to each guest in your party.

Acceptance of Terms By submitting your deposit, you formally acknowledge and accept these Terms of Service in their entirety. This acceptance creates a binding agreement between you and Travel Payment Solutions LLC for the coordination of your expedition and with Patagonia Hero Travel SPA, a local Chilean company (RUT: 777654543), for the on-the-ground services in Chile or Argentina.

Policy Updates We reserve the right to modify or update our Terms of Service at any time to reflect changes in local regulations, operational requirements, or global safety standards. Any such modifications will be effective immediately upon posting to our platform.

Open Communication Transparency is a cornerstone of our service. If you have any questions, concerns, or need clarification on any of our policies, our Adventure Specialists are available 24/7 to provide the answers you need to book with total confidence.