Cancellation & Refund Policy
Last updated: June 10, 2026
This Cancellation & Refund Policy applies to all tours, activities, experiences, programs and services booked through ExploreLosAndes Spa (“Explore Los Andes”, “we”, “us” or “our”), whether booked through our website, email, WhatsApp, direct communication or any other official sales channel.
By booking a tour or service with Explore Los Andes, the customer confirms that they have read, understood and accepted this Cancellation & Refund Policy.
1. General Policy
1.1. Explore Los Andes offers scheduled tourism services, outdoor activities and travel experiences that may require advance planning, guide reservations, transportation, entrance tickets, permits, third-party services and other operational costs.
1.2. For this reason, cancellations, refunds and rescheduling requests are subject to the conditions described below.
1.3. Any refund may be reduced by non-recoverable costs already incurred by Explore Los Andes or paid to third parties, including but not limited to payment processing fees, entrance tickets, permits, accommodation, transportation, guide reservations, equipment rental, park fees, ski resort tickets, thermal bath tickets, refuges, local operators or other third-party services.
2. Customer Cancellations
2.1. Cancellation 10 or more days before the tour start date:
The customer may request a refund of up to 100% of the amount paid, minus any non-recoverable third-party costs and payment processing fees.
2.2. Cancellation between 9 days and 48 hours before the tour start time:
The customer may request a refund of up to 50% of the amount paid, minus any non-recoverable third-party costs and payment processing fees. Alternatively, Explore Los Andes may offer the possibility to reschedule the tour, subject to availability.
2.3. Cancellation less than 48 hours before the tour start time:
No refund will be available. Explore Los Andes may evaluate a possible rescheduling request on a case-by-case basis, subject to availability, operational feasibility and costs already incurred.
2.4. Cancellation less than 24 hours before the tour start time:
No refund or free rescheduling will be available, except in cases where Explore Los Andes determines that the activity cannot be safely operated due to weather, safety, access, force majeure or other operational reasons.
2.5. No-show or late arrival:
If the customer does not show up, arrives late, does not respond to the agreed communication channels, or is unable to participate for reasons attributable to the customer, no refund or rescheduling will be available.
3. Payment Processing Fees
3.1. Refunds may be subject to payment processing fees charged by banks, credit card processors, PayPal, Stripe, WooCommerce Payments, Wise or other payment platforms.
3.2. As a general reference, card payment processing fees are usually around 3%, although the exact amount may vary depending on the payment provider, country, currency and payment method.
3.3. If the payment provider does not refund its processing fee, that amount may be deducted from the customer’s refund.
4. Rescheduling Requests
4.1. Customers may request to reschedule their tour instead of cancelling.
4.2. Rescheduling requests made 10 or more days before the tour start date will normally be accepted, subject to availability and seasonal conditions.
4.3. Rescheduling requests made between 9 days and 48 hours before the tour start time may be accepted subject to availability, guide availability, operational feasibility and any costs already incurred.
4.4. Rescheduling requests made less than 48 hours before the tour start time are not guaranteed and will be evaluated on a case-by-case basis.
4.5. Rescheduling requests made less than 24 hours before the tour start time will generally not be accepted, except when the change is caused by weather, safety, road access, official restrictions, force majeure or a decision made by Explore Los Andes for operational or safety reasons.
4.6. Any rescheduled tour may be subject to price differences, seasonal rates, third-party availability or additional operational costs.
5. Weather, Safety and Mountain Conditions
5.1. Many of our experiences take place in outdoor, mountain, snow, trekking, climbing, skiing, nature or remote environments. These activities may be affected by weather, road conditions, snow conditions, avalanche risk, river levels, park closures, official restrictions, natural events or other circumstances beyond our control.
5.2. If Explore Los Andes determines that a tour cannot be safely operated, we may modify the itinerary, change the route, adjust the schedule, offer an alternative activity, reschedule the tour or cancel the activity.
5.3. In these cases, Explore Los Andes will make reasonable efforts to offer the customer a suitable alternative, such as a new date or a comparable experience.
5.4. If rescheduling or an alternative experience is not possible, Explore Los Andes may offer a partial or full refund, depending on the specific circumstances and the non-recoverable costs already incurred.
5.5. Non-recoverable costs may include, but are not limited to, guide reservations, transportation, entrance tickets, permits, accommodation, equipment rental, third-party operators, park fees, ski resort tickets, thermal bath tickets, refuges or other logistics already arranged for the tour.
6. Cancellations by Explore Los Andes
6.1. Explore Los Andes may cancel a tour when necessary due to safety reasons, weather conditions, insufficient operational conditions, road closures, official restrictions, force majeure, guide availability, supplier issues or any other circumstance that prevents the safe or proper operation of the activity.
6.2. If Explore Los Andes cancels a tour for internal operational reasons and cannot provide a reasonable alternative, the customer will be offered a refund.
6.3. If the cancellation is caused by weather, safety, force majeure, third-party restrictions or circumstances beyond the reasonable control of Explore Los Andes, refunds may be subject to deduction of non-recoverable costs already incurred.
7. Flights, Travel Delays and Personal Circumstances
7.1. Explore Los Andes is not responsible for flight delays, flight cancellations, missed connections, immigration issues, lost luggage, illness, injuries, personal emergencies, changes in travel plans or any other circumstances affecting the customer’s ability to attend the tour.
7.2. These situations do not automatically entitle the customer to a refund outside the cancellation terms described in this policy.
7.3. Whenever possible, Explore Los Andes will make reasonable efforts to help the customer reschedule the activity, subject to availability, operational feasibility and costs already incurred.
7.4. We strongly recommend that all customers purchase travel insurance that covers trip cancellations, medical expenses, accidents, mountain rescue, evacuation, flight delays and other unexpected events.
8. Third-Party Services and Non-Recoverable Costs
8.1. Some tours may include or require services provided by third parties, such as transportation companies, national parks, ski resorts, thermal baths, refuges, hotels, local operators, restaurants, equipment rental providers or ticketing platforms.
8.2. These third-party services may have their own cancellation and refund policies.
8.3. If a third-party service is non-refundable or partially refundable, that condition will apply to the corresponding portion of the customer’s payment.
8.4. Explore Los Andes is not responsible for refund restrictions, delays or penalties imposed by third-party providers.
9. Deposits and Partial Payments
9.1. Some bookings may be confirmed through a partial payment or deposit.
9.2. Unless otherwise stated in writing, the remaining balance must be paid no later than 48 hours before the tour start time.
9.3. If the customer does not complete the remaining payment within the required timeframe, Explore Los Andes may cancel the booking and retain any applicable non-refundable costs according to this policy.
9.4. Cancellation and refund conditions apply to both partial payments and full payments.
10. Right of Withdrawal for Online Purchases
10.1. Under Chilean consumer regulations, customers may have a legal right of withdrawal for certain online purchases or distance contracts, within the applicable legal period and before the service has been used.
10.2. Because Explore Los Andes provides scheduled tourism services with specific dates, guides, logistics and third-party reservations, cancellation and refund conditions are governed by this Cancellation & Refund Policy, without limiting any mandatory consumer rights under Chilean law.
10.3. If a customer books a tour for a date that takes place before the legal withdrawal period has expired, the customer acknowledges that the service may begin or be fully provided before that period ends.
10.4. By accepting this policy at the time of booking, the customer confirms that they understand the scheduled nature of the service and the applicable cancellation conditions.
11. Refund Processing Time
11.1. Approved refunds will be processed within 15 business days after confirmation by Explore Los Andes.
11.2. The final time for the refunded amount to appear in the customer’s account may depend on the bank, credit card issuer, payment platform, country, currency or payment method used.
11.3. Explore Los Andes is not responsible for delays caused by banks, payment processors or third-party platforms.
12. How to Request a Cancellation, Refund or Rescheduling
12.1. All cancellation, refund or rescheduling requests must be sent in writing through one of our official communication channels.
12.2. The request must include the customer’s full name, booking date, tour name, scheduled tour date, payment method and reason for the request.
12.3. The effective cancellation date will be the date and time when Explore Los Andes receives the written request.
13. Contact Information
For cancellation, refund or rescheduling requests, please contact us at:
[email protected]
WhatsApp: +56 9 8505 0814