Costaustralis Hotel

This document is a translation of the original Spanish version. In the event of any conflict or discrepancy between the two, the Spanish version shall prevail.

Great Chile SpA – Great Chile

These terms and conditions regulate the purchase of tourism services offered by Great Chile SpA (hereinafter “Great Chile”), through its digital platforms, websites torresdelpaine.com, sanpedroatacama.com, uyuni.cl, and other websites, sales channels, or associated sales representatives.

By making a reservation or purchasing tourism services, the client declares that they have read, understood, and fully accepted these terms and conditions.

1. General Conditions

• All prices published by Great Chile are subject to change without prior notice until the reservation is confirmed and paid.
• The prices published by Great Chile correspond to the final value of the service and include applicable taxes and administrative costs associated with the booking management (booking fee), unless expressly stated otherwise.
• Tourism programs include only the services expressly indicated in the description of each product.
• It is the passenger’s responsibility to evaluate their health condition and physical fitness before booking, ensuring it is compatible with the level of difficulty of the excursion or activity.
• Many activities take place in high-altitude areas or locations with particular geographic conditions; therefore, consulting a health professional beforehand is recommended if there are any doubts.
• Great Chile is not responsible for accidents resulting from imprudence, negligence, or failure to follow safety instructions by the passenger.
• Likewise, the company is not responsible for theft, loss, or damage to personal belongings during transfers, excursions, or tourism programs.

2. Customer Responsibility

The customer or passenger is responsible for:

• Providing accurate and complete personal information for all passengers when making the reservation.
• Informing relevant medical conditions that could affect participation in an activity.
• Complying with schedules, meeting points, and safety instructions provided by guides or service providers.
• Possessing valid travel documentation, including passport, visas, or other immigration requirements when applicable.

Great Chile will not be responsible for unused services due to delays, lack of documentation, or failure to comply with schedules by the passenger.

Likewise, Great Chile will not be responsible when delays in the provision of a service — for any reason, including weather conditions, operational issues, or force majeure — affect the performance of other services or reservations contracted by the passenger.

Great Chile will not be responsible for additional expenses, loss of services, travel modifications, or interruptions caused by circumstances beyond its control, such as adverse weather conditions, natural events, delays or cancellations of air, sea, or land transport, strikes, social unrest, decisions of authorities, operational failures of third parties, or other force majeure events.

Furthermore, Great Chile is not responsible for costs incurred by the passenger if, due to personal reasons, medical issues, accidents, or any other circumstance unrelated to the company, the passenger must abandon the program before completion or requires assistance, rescue, or evacuation during the trip.

For such situations, Great Chile strongly recommends purchasing travel insurance that covers cancellations, trip interruption, medical expenses, evacuation, repatriation, and other contingencies related to tourism activities.

3. Reservations and Confirmation

• Reservations made through the website or digital channels are subject to confirmation once payment has been received.
• Reservations that are not fully paid at the end of the purchase process may be automatically cancelled by the system without manual intervention.
• If a new reservation is made later, prices may vary compared to the initial quotation.
• The reservation confirmation sent by Great Chile constitutes the official proof of the contracted service and will be considered valid evidence in the event of reviews, payment disputes, or verification by financial institutions.

4. Reservation Modifications

• Once the reservation is confirmed, it is not possible to modify passenger information for online purchases.
• Pre-established programs do not allow route changes, name changes, or refunds unless expressly authorized by the final service provider.
• In exceptional cases where date or schedule changes are authorized, penalties or additional charges may apply according to the policies of the tourism provider.

All modification requests must be submitted in writing to:

reservas@greatchile.com

5. Cancellations

Cancellations of tourism services will be subject to:

• The cancellation policies defined by the final operator or service provider, which are published on the product description page.
• Administrative and banking fees associated with processing the reservation.

Cancellation requests must be made before the start date of the service. Otherwise, the service will be considered used and will lose its validity.

The client acknowledges and accepts that refund determinations will be defined by the final tourism service provider according to their operational and cancellation policies.

6. Booking Fee – Reservation Management

The booking fee corresponds to administrative costs associated with the management and confirmation of the reservation, including but not limited to:

• payment processing
• availability verification
• reservation management
• coordination of services with operators or local providers

This charge forms part of the total service price and corresponds to administrative costs incurred in the reservation process.

Unless expressly stated otherwise, the booking fee is non-refundable.

7. Refund Policy

If a refund authorized by the service provider applies:

• Great Chile will apply administrative and banking fees associated with payment processing and refund management.
• These charges correspond to:
  • 5% of the total service value for cancellations due to weather conditions or force majeure, corresponding to the booking fee associated with the reservation management.
  • 10% of the total service value for cancellation requests made by the client within the allowed cancellation period.

Refund Conditions

• Refunds will be issued through the same payment method used for the original purchase whenever possible.
• If this payment method is not available, additional costs associated with the alternative refund method must be assumed by the client.
• In such cases, the refund amount may be affected by additional processing costs, which will be communicated to the client beforehand.

Processing Time

The estimated time to process authorized refunds is up to 30 business days.

8. No Show

If the passenger does not appear at the scheduled time or meeting point, the service will be considered No Show, and there will be no right to refund or rescheduling.

9. Operational Changes

Great Chile and its providers reserve the right to:

• modify departure times
• change the order of activities
• substitute services with others of equal or higher category when possible

when necessary for operational, weather, safety, or availability reasons.

10. Weather and Natural Conditions

Excursions and tourism programs may be affected by weather conditions, natural events, or decisions by local authorities.

In the event of cancellations due to safety reasons or force majeure, the activity may be:

• rescheduled, or
• replaced with an equivalent service, subject to availability.

The client acknowledges that many destinations offered by Great Chile are remote natural areas where weather, operational, or safety conditions may change unexpectedly. In such cases, itineraries may be modified by operators to ensure passenger safety without generating additional compensation.

Great Chile is also not responsible for the total or partial loss of contracted services when this results from delays, cancellations, or changes in flights, buses, boats, or other transportation used by the passenger to reach the destination or service starting point.

11. Force Majeure

Great Chile shall not be responsible for cancellations, modifications, or interruptions resulting from force majeure events such as:

• extreme weather conditions
• natural disasters
• strikes
• social conflicts
• closures of parks or protected areas
• decisions by local or governmental authorities
• pandemics or health emergencies

12. Payment Methods

Great Chile accepts the following payment methods:

• bank transfers within Chile
• national and international credit cards
• national and international debit cards
• national and international prepaid cards
• payments via PIX processed through virtual payment platforms (Virtual POS)
• payments in US dollars (USD) processed through the Stripe payment platform

In the case of international payments processed through Stripe, the charge may be processed through NG Mundo Group, which acts as a payment processor or intermediary for international transactions associated with Great Chile.

Depending on the payment method used, the charge on the customer’s statement may appear under the name Great Chile, NG Mundo Group, or the corresponding payment platform.

For international payments, the final amount charged may vary slightly due to bank fees, currency conversions, or exchange rate variations applied by the card-issuing bank.

13. Payment Disputes and Chargebacks

By making a reservation or purchase with Great Chile, the client expressly authorizes the charge corresponding to the contracted service through the selected payment method.

If the client files a dispute or chargeback with their bank or card issuer, Great Chile reserves the right to:

• present the reservation confirmation, payment receipts, communications with the client, and acceptance of these terms and conditions as supporting documentation
• provide additional evidence of the contracted service, including the participation of NG Mundo Group as the payment processor
• suspend or cancel future services associated with the client until the dispute process is resolved
• take legal action in the event of unjustified chargebacks

The client agrees to contact Great Chile first to resolve any issues related to the reservation before initiating a dispute with their financial institution.

14. Travel Insurance

Great Chile strongly recommends that all passengers purchase international travel insurance covering:

• trip cancellations
• transport delays or interruptions
• medical expenses
• baggage loss
• contingencies related to tourism activities

The purchase of this insurance is the sole responsibility of the passenger.

15. Jurisdiction and Applicable Law

These terms and conditions are governed by the laws of the Republic of Chile.

Any dispute arising from services contracted with Great Chile shall be subject to the jurisdiction of the courts of Santiago, Chile, with the parties waiving any other jurisdiction.

16. Company Information

Company Name: Great Chile SpA
Tax ID (RUT): 76.978.647-3

Address:
Av. San José María Escrivá de Balaguer 13,105
Office 717
Lo Barnechea
Santiago – Chile