This Cancellation and Refund Policy applies to tours, transportation, transfers, activities, travel arrangements, and other Services provided or arranged by Terra Indomita.
It should be read together with our Terms & Conditions and the specific conditions included in each quotation or booking confirmation.
Cancellations by the Client
All cancellation requests must be submitted in writing by email or another previously established written communication channel.
The effective cancellation date will be the date on which Terra Indomita receives the cancellation request.
Unless different conditions are expressly stated in the quotation or booking confirmation, the following cancellation conditions apply:
* 30 days or more before the Service: 100% refund.
* 15 to 29 days before the Service: 70% refund.
* 7 to 14 days before the Service: 50% refund.
* Less than 7 days before the Service: Non-refundable.
* No-show: Non-refundable.
Regardless of the cancellation period, any non-refundable costs already incurred or committed to independent suppliers may be deducted from the refundable amount.
Certain Services may be subject to different or stricter cancellation conditions due to advance commitments with independent suppliers. When special cancellation conditions apply, they will be communicated in the quotation or booking confirmation and will take precedence over the standard cancellation conditions above for the affected Service.
Deposits and Non-Refundable Services
A deposit may be required to confirm a booking. The amount, payment deadline, and refund conditions applicable to the deposit will be stated in the quotation or booking confirmation.
Some components of a booking may become partially or fully non-refundable once confirmed, reserved, issued, purchased, or otherwise committed.
These may include, among others:
* National Park entrance tickets
* Navigation tickets
* Accommodation
* Permits
* Specialist guides or wildlife trackers
* Private transportation
* Estancia reservations
* Activities operated by independent providers
* Other prepaid or committed third-party Services
Where reasonably possible, Terra Indomita will identify any significant non-refundable conditions before booking confirmation.
Refunds
Where a refund is applicable, Terra Indomita will refund the amount eligible under the cancellation conditions applicable to the booking.
Non-refundable third-party costs already incurred or committed may be deducted from the refundable amount where permitted by applicable law.
Bank charges, international transfer fees, card processing fees, currency conversion costs, or similar financial charges that cannot be recovered may also be deducted where applicable.
Refunds will generally be issued using the original payment method whenever reasonably possible.
Where the original payment was made in a foreign currency, differences resulting from exchange-rate fluctuations or financial institution conversion rates may affect the final amount received by the Client.
Changes Requested by the Client
Requests to change dates, passenger numbers, pickup or drop-off locations, activities, itineraries, accommodation, transportation, or other elements of a confirmed booking are subject to availability and operational feasibility.
Terra Indomita will make reasonable efforts to accommodate requested changes, but modifications cannot be guaranteed.
Any additional costs resulting from the requested modification will be communicated before the change is confirmed.
Where third-party Services have already been reserved, issued, paid, or otherwise committed, changes may be subject to supplier fees, price differences, or non-refundable conditions.
Late Arrivals and No-Shows
Passengers and Participants must be present at the agreed meeting or pickup point at the confirmed time.
Failure to appear for a confirmed Service without prior notice will be considered a no-show and the affected Service will be non-refundable.
If a Passenger or Participant is delayed, Terra Indomita will make reasonable efforts to accommodate the situation where operationally possible.
However, transportation schedules, navigation departures, park schedules, activities, and other time-sensitive Services may not be able to wait for late passengers.
Where a delay attributable to the Client, Passenger, or Participant results in additional operational expenses, those costs may be charged to the Client.
Transportation Services
For transportation and transfer Services, the Client is responsible for providing accurate pickup, drop-off, accommodation, flight, bus, navigation, or other relevant travel information.
Terra Indomita will make reasonable efforts to provide transportation according to the confirmed schedule.
Travel times may nevertheless be affected by weather, traffic, road conditions, border procedures, accidents, closures, or other circumstances outside our reasonable control.
Where a transfer connects with a flight, bus, navigation, or other scheduled departure, sufficient connection time must be allowed.
Refunds cannot be guaranteed where a missed connection results from incorrect information provided by the Client, insufficient connection time requested by the Client, Passenger delay, or circumstances outside Terra Indomita’s reasonable control.
Wildlife Experiences
Wildlife observation takes place in natural environments, and sightings cannot be guaranteed.
Booking a puma tracking, birdwatching, or other wildlife experience does not guarantee that a particular animal or species will be observed.
When the contracted guiding, tracking, transportation, or related Service has been provided as scheduled, the absence of a wildlife sighting does not constitute grounds for a refund.
Weather and Outdoor Conditions
Patagonia’s weather is highly variable, and outdoor Services may operate in wind, rain, snow, cold, or other changing conditions when it is considered safe to do so.
Weather conditions alone do not automatically constitute grounds for cancellation or refund.
If Terra Indomita, a guide, park authority, navigation company, transportation operator, or relevant Service provider determines that an activity cannot safely operate, the available alternatives will be evaluated according to the circumstances.
Cancellation or Significant Changes by Terra Indomita
If Terra Indomita is unable to provide a confirmed Service for reasons within our reasonable control, we will make reasonable efforts to offer an appropriate solution.
Depending on the circumstances, this may include:
- An alternative Service of comparable nature or value;
- Rescheduling;
- Travel credit; or
- A refund of the eligible amount paid for the affected Service.
The appropriate solution will depend on the circumstances, availability, and applicable law.
Cancellation or Changes by Third-Party Suppliers
If an independent supplier cancels or significantly modifies a Service included in a booking, Terra Indomita will make reasonable efforts to assist the Client with alternative arrangements, rescheduling, travel credit, or recovery of eligible amounts.
Any refund associated with a third-party Service may be subject to the supplier’s applicable conditions and to amounts actually recoverable, without prejudice to any mandatory rights available under applicable law.
Force Majeure and Events Beyond Our Control
Terra Indomita shall not be responsible for cancellations, delays, modifications, or disruptions resulting from circumstances beyond our reasonable control.
These may include, but are not limited to, severe weather, natural events, wildfires, strikes, governmental actions, border restrictions, road closures, park closures, transportation disruptions, public emergencies, or other extraordinary circumstances.
When such circumstances prevent a Service from operating as planned, Terra Indomita will make reasonable efforts, depending on the circumstances, to provide:
* An alternative arrangement;
* Rescheduling;
* Travel credit; or
* A refund of eligible and recoverable amounts.
Non-refundable costs already incurred or committed with third-party suppliers may be excluded from the refundable amount where permitted by applicable law.
Travel Insurance
Terra Indomita strongly recommends that all Clients, Passengers, and Participants obtain comprehensive travel insurance appropriate for their journey and planned activities.
Insurance should ideally cover trip cancellation and interruption, medical emergencies, accidents, emergency evacuation, baggage loss, transportation disruption, and other unforeseen circumstances.
For certain expeditions or activities, specific insurance coverage may be required and will be communicated before booking.
Applicable Law
This Cancellation & Refund Policy is governed by the laws of Chile.
Nothing in this Policy is intended to exclude, restrict, or limit any mandatory consumer protection rights or other rights that cannot legally be waived under applicable law.
Contact
For cancellations, booking changes, or refund requests, please contact:
Terra Indomita
jose@terraindomita.cl
+56 9 5725 0875
For any question you can also contact us via our Contact page.