Private Tours without Accommodation
Applies to private tours that do not include accommodation. Programs that include accommodation are governed by a separate policy.
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Reservation confirmation
Reservations are confirmed upon payment of 30% of the total service value. Payment can be made by bank transfer in USD to a US account, by bank transfer in EUR to a UK account, or by card through a SumUp payment link.
All prices are quoted in USD. Card payments through SumUp are charged in Chilean pesos (CLP), converted from the quoted USD amount at the exchange rate of the day of payment. Your card issuer may apply its own conversion and foreign transaction fees, so the final amount debited in your currency may differ slightly from the quoted USD amount.
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Balance payment
The remaining 70% must be paid on or before the first day of services. Services will not begin until payment has been received in our accounts, or until we have formal confirmation from the bank or from SumUp that the payment has been made and is in transit. If neither is available on the day services are due to begin, the guest must provide an immediate guarantee for the outstanding amount, which is returned as soon as the pending payment is received.
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Transfer fees
Bank transfer fees are borne by the sender. Please instruct your bank to send the payment with charges “OUR”, so that the full amount is received. Differences of less than USD 20 are absorbed by us; larger differences must be completed before services begin. This does not apply to card payments through SumUp.
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Cancellation by the guest — 7 days’ notice or more
For cancellations made at least one week before the start of the first scheduled service, guests receive a rescheduling credit for the full amount paid, subject to clause 7.
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Cancellation by the guest — less than 7 days’ notice
A cancellation fee of 30% of the total service value applies. If more than 30% had already been paid, the guest may choose between a refund of the difference or a rescheduling credit for that amount, subject to clause 7.
A guest who does not appear at the start of the service is treated as a cancellation with less than seven days’ notice.
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Cancellation by Altiplano — weather and other conditions
When a service cannot be operated due to weather or other conditions beyond our control (road or park closures, safety):
- Astronomical tours are refunded in full.
- Other activities are replaced by alternatives that can be operated, by mutual agreement with the guest. If the alternative has a different price, the difference is refunded or charged accordingly.
- If no alternative can be operated, or the guest does not accept the alternatives offered, a charge of 30% of the value of the services not operated applies. The remaining 70% is refunded or converted into a rescheduling credit, at the guest’s choice.
The decision to cancel for weather or safety reasons is made by the operator.
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Rescheduling credits
Rescheduling credits are valid for 24 months from the date of cancellation. If the credit is applied to the same tour, the original price is maintained. If it is applied to a different service, any price difference is charged or refunded accordingly.
Credits may be transferred to another person. To do so, the person who made the original payment must confirm the transfer in writing, from the email address used for the booking or through one of the channels listed in clause 9, stating the full name of the new holder. We then issue a numbered credit note in the name of the new holder. Credits cannot be claimed by presenting the original payment receipt alone.
The transfer of a credit conveys the right to travel only. Any refund is always made to the person who made the original payment.
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Refunds
Refunds are issued within a maximum of three business days from the date the refund is agreed. Refunds are made by the same method and to the same account used for the original payment, and correspond to the amount received. Depending on your bank or card issuer, the funds may take additional days to appear in your account.
Refunds of card payments are issued in CLP for the amount originally received. The amount credited in your own currency may differ due to exchange rate variations.
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Valid communication channels
The only valid email addresses are:
The only valid WhatsApp numbers are:
Payment links are only sent from pay.sumup.com and always show “Altiplano Expediciones” as the merchant. A payment link on any other domain, or showing a different merchant name, is not ours.
We never change our payment methods during a booking and never send alternative bank details by email. If you receive a request to pay to a different account, please contact us before transferring.
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Questions
If you have any doubt about this policy, or about any message or payment request you receive in our name, please contact us through the channels listed in clause 9 before taking any action. We would rather answer a question than resolve a misunderstanding afterwards.
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Language
This policy is issued in English. In case of discrepancy between translations, the English version prevails.
