Rescheduling and Cancellation Policy

General considerations:

1. If you purchase services in different destinations on consecutive days, we will contact you as soon as possible to refund your money or correctly define the place you will visit given the purchase date. Therefore, in the event of this type of purchase and reservation feasibility errors, we reserve the right to make unilateral cancellations, with a 100% refund of the amount.

2. For all payments for service returns, Ojos Viajeros will have 10 business days to make your return, depending on the means of your purchase. In any case, you will be contacted by someone from our team to agree on the return.

3. In the event of reservations that cannot be made due to natural disasters, unscheduled closures of National Parks or National Reserves, route cuts or accidents, Ojos Viajeros will allow a rescheduling or access to a refund according to the conditions described in each service.

The policies for rescheduling, cancellations, reservation of the right to admission or start of the tours, as well as the responsibilities of each passenger in the Ojos Viajeros services, depend on the destination visited, which are described below.

Services Started in Puerto Varas, Los Lagos Region, Chile.

List of Services starting in Puerto Varas:

1. Rafting Petrohué River

2. Full Day Reloncaví Fjord Cruise

3. Full Day Trekking Alerce Andino National Park

Commercial Policies and Cancellation Policies:

Losses: Ojos Viajeros is not responsible for any loss that may occur during the tour.
Cancellations: 100% of the money will only be returned with more than 1 month's notice, with 2 weeks in advance 60% of the amount will be returned, with 1 week 50% of the amount.
In the event of cancellation notices of less than 7 days, no refund will be made.
If the failure is on the part of Ojos Viajeros or our Partner located in Puerto Varas, a full refund of the money will be made.
Indicate your cancellations by email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
Rescheduling: It is only allowed if it is informed a minimum of 24 hours before the departure of the excursion.
Suspensions : The suspension of an activity can be carried out in different areas, based on the behavior of people towards the staff and the places to visit, as well as other passengers, it may be decided to suspend the activity. The second factor is the climatic variable, it is an important factor to suspend the activity, since it may be decided not to do it if there is a cut in the road that prevents access to the starting point, either due to a meteorological incident, blockage of the crash route, etc. In the event of a volcano eruption, activity will be suspended. In the face of an electrical storm. Due to the possibility of a forest fire, the activity will be suspended due to access problems. This information will be sent to the passenger as soon as it is available and rescheduling will be allowed for another agreed date (within the availability of the offer).
No show: If the passenger is not in Puerto Varas on the reserved date, or does not show up at the stipulated meeting point, the tour will be considered lost and the money will not be returned.
If the tour is dispatched and then canceled (in whole or in part) or a change is agreed with the guide due to weather conditions, there will be no refund.
Passenger Responsibility: You must take into account any illness or health problem, such as allergies, asthma, diabetes, heart problems, epilepsy, or other physical problems, such as pregnancy, before making the reservation. It is the passenger's obligation to inform in the form that will be sent when confirming the purchase.
Have adequate physical conditions for the activity.
If the passenger appears under the influence of drugs or alcohol at the beginning of the activity, he or she will be disengaged from the activity at that time. We will not put your physical integrity or that of the group at risk, no money will be refunded. Minors must always be accompanied by their parents or an older adult.
Strictly adhere to the recommendations and suggestions of the coordinating guide during the services.
Maintain at all times of the activity a positive attitude of help and collaboration to the coordinating guide, towards other travel or activity companions.
Mandatory use of all safety elements provided, as indicated by the coordinating guide. In this sense, no own or particular security elements will be accepted.
Ojos Viajeros, before starting the service or at the time of hiring, will recommend the minimum elements of clothing that each participant requires to be comfortable and protected from the sun, rain, heat, cold, snow, and in general. of those climatological or health factors that could affect the person.

Services Started in San Pedro de Atacama, Antofagasta Region, Chile.

List of Services with Start in San Pedro de Atacama:

1. Full Day Piedras Rojas and Altiplanica Lagoons

2. Valley of the Moon Tour

3. Astrophotography Tour San Pedro de Atacama

4. Tatio Geysers Tour

5. Full Day Salt Flats Route

6. Sunset Bike Tour San Pedro de Atacama

7. Sandboard Tour San Pedro de Atacama

8. Laguna Cejar and Laguna Tebinquiche Tour

9. Puritama Hot Springs Tour

10. San Pedro de Atacama Astronomical Tour

11. Vallecito Sunset Tour

12. Purilibre Hot Springs Trekking

13. Rainbow Valley and Yerba Buena Tour

14. San Pedro de Atacama Horseback Riding Expedition

15. Trekking Cerro Toco

Commercial Policies and Cancellation Policies:

Losses: Ojos Viajeros is not responsible for any loss that may occur during the tour.
Cancellations: Cancellations are accepted until 5:00 p.m. the day before the tour. For such cases, the refund will be 80%. For tours with departures after 2:00 p.m., you have up to 4 hours before to cancel, the refund will be 80%.
Indicate your cancellations by email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
Rescheduling: It is not allowed to change dates.
If the activity is suspended due to weather factors, natural disaster or route closure, it will be rescheduled for a new date to be agreed upon with the passenger. Otherwise, due to external factors, there is a 100% refund of the amount.
No show: If the passenger is not at their accommodation at the indicated time, the tour will be considered lost and will not be will return the money.
If the tour is dispatched and then canceled (in whole or in part) or a change is agreed with the guide due to weather conditions, there will be no refund.
Passenger Responsibility: You must take into account any illness or health problem, such as allergies, asthma, diabetes, heart problems, epilepsy, physical problems, or others, such as pregnancy, before making the reservation. It is the passenger's obligation to inform in the form that will be sent when confirming the purchase.
Have adequate physical conditions for the activity.
If the passenger appears under the influence of drugs at the beginning of the activity, he or she will be disengaged from the activity at that time. We will not put your physical integrity or that of the group at risk, no money will be refunded. Minors must always be accompanied by their parents or an older adult.
Strictly adhere to the recommendations and suggestions of the coordinating guide during the services.
Maintain at all times of the activity a positive attitude of help and collaboration to the coordinating guide, towards other travel or activity companions.
Mandatory use of all safety elements provided, as indicated by the coordinating guide. In this sense, no own or particular security elements will be accepted.
Ojos Viajeros, before starting the service or at the time of hiring, will recommend the minimum elements of clothing that each participant requires to be comfortable and protected from the sun, rain, heat, cold, snow, and in general. of those climatological or health factors that could affect the person.

Services Started in Melipeuco or Curacautín, Araucanía Region, Chile.

List of Services starting in Melipeuco:

1. Full Day Trekking Sierra Nevada Trail

2. Full Day Tour Conguillío National Park

3. Full Day Trekking to Sollipulli Volcano

4. Full Day Trekking Lonquimay Volcano

5. Full Day Icalma Trasandino Tour

6. Full Day Trekking China Muerta National Reserve

7. Trekking Hot Springs and Geysers of Alpehue

8. Sollipulli Volcano Sunrise Expedition

9. Llaima Volcano Expedition

Commercial Policies and Cancellation Policies:

Losses: Ojos Viajeros is not responsible for any loss that may occur during the tour.
Cancellations: For refunds of 100% of the value, cancel the reservation 7 or more days before the start of the activity.
For refunds of 50% of the value, cancel the reservation between 4 to 6 days before the start of the activity.
With less than 3 days prior to the start of the activity, no refund will be made.
Indicate your cancellations by email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
Rescheduling: Rescheduling is allowed if the passenger notifies more than 7 days in advance, with a maximum of 2 date change times.
Indicate your rescheduling to the email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
If the activity is suspended due to weather factors, natural disaster or route closure, it will be rescheduled for a new date to be agreed upon with the passenger. Otherwise, due to external factors, there is a 100% refund of the amount.
No show: If you are not at your accommodation at the indicated time, the tour money will not be refunded.
If the tour is dispatched and then canceled (in whole or in part) or a change is agreed with the guide due to weather conditions, there will be no refund.
Passenger Responsibility: You must take into account any illness or health problem, such as allergies, asthma, diabetes, heart problems, epilepsy, physical problems, or others, such as pregnancy, before making the reservation. It is the passenger's obligation to inform in the form that will be sent when confirming the purchase.
Have adequate physical conditions for the activity.
If the passenger appears under the influence of drugs or alcohol at the beginning of the activity, he or she will be disengaged from the activity at that time. We will not put your physical integrity or that of the group at risk, no money will be refunded. Minors must always be accompanied by their parents or an older adult.
Strictly adhere to the recommendations and suggestions of the coordinating guide during the services.
Maintain at all times of the activity a positive attitude of help and collaboration to the coordinating guide, towards other travel or activity companions.
Mandatory use of all safety elements provided, as indicated by the coordinating guide. In this sense, no own or particular security elements will be accepted.
Ojos Viajeros, before starting the service or at the time of hiring, will recommend the minimum elements of clothing that each participant requires to be comfortable and protected from the sun, rain, heat, cold, snow, and in general. of those climatological or health factors that could affect the person.
Passengers who have difficulties carrying out the activity, which put their physical integrity and that of others at risk, may be returned to the beginning of the park trail, as indicated by the guide in charge of the activity. If so, the passenger must Wait for the group to return, no refund will be made.

Services Started in Puerto Río Tranquilo, Aysen Region, Chile.

List of Services with Start in Puerto Río Tranquilo :

1. Full Day Glacier Explorers Expedition

2. Calluqueo Glacier Full Day Expedition

3. Marble Cathedrals Kayak Tour

Commercial Policies and Cancellation Policies:

Losses: Ojos Viajeros is not responsible for any loss that may occur during the tour.
Cancellations: For refunds of 100% of the value, cancel the reservation 2 weeks before the start of the activity.
For refunds of 80% of the value, cancel the reservation with 1 week in advance of the start of the activity.
For refunds of 50% of the value, cancel the reservation 5 days before the start of the activity.
No refund will be made 24 hours before the start of the activity.
Indicate your cancellations by email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
Rescheduling: It is not allowed to change dates.
If the activity is suspended due to weather factors, natural disaster or route closure, it will be rescheduled for a new date to be agreed upon with the passenger. Otherwise, due to external factors, there is a 100% refund of the amount.
No show: If the passenger is not at the meeting place at the indicated time, the tour will be considered lost and the money will not be returned.
If the tour is dispatched and then canceled (in whole or in part) or a change is agreed with the guide due to weather conditions, there will be no refund.
Passenger Responsibility: You must take into account any illness or health problem, such as allergies, asthma, diabetes, heart problems, epilepsy, physical problems, or others, such as pregnancy, before making the reservation. It is the passenger's obligation to inform in the form that will be sent when confirming the purchase.
Have adequate physical conditions for the activity.
If the passenger appears under the influence of drugs or alcohol at the beginning of the activity, he or she will be disengaged from the activity at that time. We will not put your physical integrity or that of the group at risk, no money will be refunded. Minors must always be accompanied by their parents or an older adult.
Strictly adhere to the recommendations and suggestions of the coordinating guide during the services.
Maintain at all times of the activity a positive attitude of help and collaboration to the coordinating guide, towards other travel or activity companions.
Mandatory use of all safety elements provided, as indicated by the coordinating guide. In this sense, no own or particular security elements will be accepted.
Ojos Viajeros, before starting the service or at the time of hiring, will recommend the minimum elements of clothing that each participant requires to be comfortable and protected from the sun, rain, heat, cold, snow, and in general. of those climatological or health factors that could affect the person.
Passengers who have difficulties carrying out the activity, which put their physical integrity and that of others at risk, may be returned to the beginning of the park trail, as indicated by the guide in charge of the activity. If so, the passenger must Wait for the group to return, no refund will be made.

Services Started in Puerto Natales, Magallanes Region, Chile.

List of Services starting in Puerto Natales :

1. Photographic Expedition Torres del Paine National Park

2. Trekking Cerro Benitez

3. Full Day Torres del Paine National Park

4. Gray Lake Navigation

5. Full Day Trekking Torres Base

Commercial Policies and Cancellation Policies:

Losses: Ojos Viajeros is not responsible for any loss that may occur during the tour.
Cancellations: For refunds of 100% of the value, cancel the reservation 2 weeks before the start of the activity.
For refunds of 80% of the value, cancel the reservation with 1 week in advance of the start of the activity.
For refunds of 50% of the value, cancel the reservation 5 days before the start of the activity.
No refund will be made 24 hours before the start of the activity.
Indicate your cancellations by email contacto@ojosviajeros.com indicating your purchase code, full name and canceled tour.
Rescheduling: It is not allowed to change dates.
If the activity is suspended due to weather factors, natural disaster or route closure, it will be rescheduled for a new date to be agreed upon with the passenger. Otherwise, due to external factors, there is a 100% refund of the amount.
The end time of this activity could be modified due to

weather conditions, so we recommend not buying tickets

to leave Puerto Natales until three hours past the hour

contemplated for the return, or leave your trip for the next day

after the tour is over.
No show: If the passenger is not at the meeting place at the indicated time, the tour will be considered lost and the money will not be returned.
If the tour is dispatched and then canceled (in whole or in part) or a change is agreed with the guide due to weather conditions, there will be no refund.
This activity includes pick up and drop off only in accommodations
located within the urban area of Puerto Natales. Does not include pickup or
drop off in accommodations located outside the urban area of Puerto
Natales, which are: Family gardens (road 1 to 4), Hotel Lago
Grey, Hotel Las Torres, Hotel Llanuras de Diana, Hotel Río Serrano,
Hostería Lago del Toro, Hostería Pehoé, Hotel del Paine, Hotel Garden
Domes and Hostal El Lugarero.
Passenger Responsibility: You must take into account any illness or health problem, such as allergies, asthma, diabetes, heart problems, epilepsy, physical problems, or others, such as pregnancy, before making the reservation. It is the passenger's obligation to inform in the form that will be sent when confirming the purchase.
For health and safety reasons, each activity will be carried out with people over 12 years of age and, in the case of hiking, clients without heart pathologies or any disabling illness or illness that could cause problems during the activity. Consider that these places are located in rural areas with little internet connection and relatively far from health centers.
Have adequate physical conditions for the activity.
If the passenger appears under the influence of drugs or alcohol at the beginning of the activity, he or she will be disengaged from the activity at that time. We will not put your physical integrity or that of the group at risk, no money will be refunded. Minors must always be accompanied by their parents or an older adult.
Strictly adhere to the recommendations and suggestions of the coordinating guide during the services.
Maintain at all times of the activity a positive attitude of help and collaboration to the coordinating guide, towards other travel or activity companions.
Mandatory use of all safety elements provided, as indicated by the coordinating guide. In this sense, no own or particular security elements will be accepted.
Ojos Viajeros, before starting the service or at the time of hiring, will recommend the minimum elements of clothing that each participant requires to be comfortable and protected from the sun, rain, heat, cold, snow, and in general. of those climatological or health factors that could affect the person.
Passengers who have difficulties carrying out the activity, which put their physical integrity and that of others at risk, may be returned to the beginning of the park trail, as indicated by the guide in charge of the activity. If so, the passenger must Wait for the group to return, no refund will be made.