Dear Customer,

It is essential that you are well informed about the documentation required for your trip. Make sure you check well in advance if you need a Passport, Visa, Vaccines, Permit for Minors or other documents, both to enter Chile and for transit in other countries. If you need special documentation and do not have it, we recommend that you arrange it in advance.

General information

Tour Natales is an excursion sales platform that acts as an intermediary between local tourism agencies and clients who use www.tournatales.cl. We provide you with detailed information about tourism products, manage your reservations and purchases, and act as mediators in case of questions or problems. Tourism agencies are responsible for the products you purchase on our platform.

Payment and Reservations

When you reserve a service at www.tournatales.cl, you must make full payment of the total price of the selected tourist service. It is important that you carefully review the information on valid rates and cancellation policies before confirming your purchase.

Payment methods

Tour Natales uses Webpay Plus to process payments. By entering your account or card information and accepting the transaction, you authorize the charge for the price and/or rate, the payment for our service and the charge for the use of the credit or debit card. If you decide to pay in installments with a credit card, keep in mind that interest, taxes and fees depend on the agreements with your bank or card issuer. We recommend that you inform yourself about these conditions before choosing this option.

Purchase / Reservation Process

The process begins with your purchase on our website. Once the purchase has been validated in our payment systems, you will receive a purchase confirmation email along with a PDF file containing your Voucher and all the product details. In case of any problem, our customer service team will contact you.
100% of the total cost of the program is required to start the reservation, within the next 5 business days after confirmation by the executive. Once payment is received, no changes or cancellations are allowed.

Annulation, Cancellation or Changes

In case of cancellation more than 72 hours before the program start date, a 100% refund will be made. Less than 72 hours before or in case of no-show, no refunds will be made. For groups of 10 or more people, changes or cancellations must be made at least 10 days in advance.

In relation to the entrance fees to the Torres del Paine National Park, they are non-refundable because they are purchased from an external entity that does not allow changes in dates, names or cancellations. Reservations are nominative and non-transferable, unless otherwise specified in the description of the products in the “cancellation policies” section on our website.

In the event of a resurgence of COVID-19 that results in the closure of borders, closure of the Torres del Paine National Park, national quarantine or if a client becomes infected with COVID-19 (presenting the corresponding medical certificate), outside the deadlines established cancellations, Tour Natales offers the option to reschedule the reservation date at no cost, for a stay until April of the same season.
Changes to the date of stay can be made free of charge until April of the same season. Any modification that results in a lower value than the original quote will not be refundable. If the change of reservation implies a value higher than the original quote, the difference must be paid.
If you do not show up at the time and place indicated in the reservation, Tour Natales reserves the right to charge 100% of the reservation value due to No Show. In addition, we can once again have the reserve for sale.

Claims

If you need to file a claim, you can do so by sending an email to info@tournatales.cl. We recommend that you attach copies of supporting documents and explain your situation clearly and simply. This way, we can review your case efficiently and provide you with a response within 7 business days of receiving the documents. If more time is required to collect additional information, we will inform you.

The purpose of Tour Natales is to serve as an intermediary between the parties to resolve any problem or inconvenience quickly and efficiently in relation to the products or services contracted through www.tournatales.cl.

Physical Condition, Clothing and Equipment

The restrictions, conditions, equipment and clothing necessary for each service are indicated on our website. If you do not meet these requirements and this affects your participation in the service, unfortunately no refunds will be given and reservations cannot be rescheduled.

Entrance to Parks and Natural Reserves

Park entrance fees are not included in the price of services and are established by the parks themselves. These rates may change without notice, unless otherwise stated in the tour description.

It is the passenger's responsibility to strictly comply with the rules of each park and assume the responsibilities and costs associated with expulsion or fine for non-compliance with the rules. Any permission for the use of electronic items (drones, tripods, etc.) that is not permitted must be requested and managed exclusively by the passenger.

Belonging Care

Passengers are solely responsible for taking care of their belongings and personal items while using a service and should avoid carrying large sums of cash or valuables. Tour Natales is not responsible in case of loss of these objects.

Border Crossing

If a service involves crossing a border, it is the passenger's responsibility to have the required travel documentation according to their country of origin and to be authorized to cross the border without restrictions. This also applies to minors traveling, who must have the necessary documents and permits. If you do not meet these requirements, unfortunately it will not be possible to make refunds or reschedule reservations.

Improper Use of the Platform

The use of www.tournatales.cl is intended exclusively for the reservation and use of tourist services. Any misuse of the platform will be legally pursued.

Information on the Platform

Make sure you upload high-quality images and text. We reserve the right to modify or delete any information that does not meet our quality standards.

We hope this information helps you prepare for your trip. If you have any questions, do not hesitate to contact us at info@tournatales.cl.

Thank you for choosing Tour Natales and we wish you a wonderful trip.