Important

GENERAL CONDITIONS

FOR PUERTO VARAS

• Turistour reserves the right to modify both the program and the type of vehicle used on excursions.
• Turistour reserves the right to cancel any of these excursions without prior notice due to force majeure.
• The company is not responsible for the loss of personal belongings left inside vehicles.
• The maximum capacity allows one regular suitcase and one carry-on bag per passenger. For services with more luggage, a vehicle with greater capacity must be requested.
• Passengers must return to the vehicle at the times defined by the guide during the excursion. It is the passenger's responsibility to be at the designated meeting point at the stated time. Failure to comply may result in missing the excursion and/or getting lost, and the passenger will be responsible for coordinating and paying for their return to the hotel.
• Entrance fees to parks and museums are at the passenger's expense, unless explicitly included in the program.
• Prices are subject to change without prior notice. Reservations are valid once canceled.

Children's Policy

• From 0 to 23 months, free of charge.
• From 2 to 11 years, 65% of the fare.
• From 12 years onwards, full fare.

Each child must be accompanied by an adult.

Cancellation Policy

• Cancellations should be made Monday to Friday between 09:00 hrs and 18:00 hrs (Santiago, Chile time).
• Cancellations more than 48 hours before the service will incur a charge of 5% of the canceled amount.
• Cancellations less than 48 hours before the service will not receive a refund.
• If you decide not to travel or have not set the date yet, contact us. Purchases made through PayPal and Transbank are eligible for a 95% refund of the total.

Liability

Turistour is not responsible for accommodation costs, meals, transfers, additional services, or airline tickets in case of suspension of operation due to force majeure situations such as earthquakes, epidemics, diseases, weather conditions, strikes, wars, road closures, government restrictions, or any other event beyond Turistour's control.

Insurance

Passenger insurance corresponds to the legal insurance as per the law. Additionally, passengers can request from Turistour the details of coverage for supplementary insurance beyond the legal one. Regarding any additional insurance offered by Turistour, passengers are obliged to be informed of its terms, conditions, and coverage.

Validity

Prices listed on this site are valid for the dates published and are subject to change without prior notice by Turistour.

Program Publication

All budgets or prices are subject to variations due to fluctuations in the currencies involved in the payment for services to be used, an aspect that passengers declare to know and accept. Prices are expressed in dollars or their equivalent in national currency based on the exchange rate at the time of purchase. The photos of vehicles published are for reference, and the contracted vehicle will have similar characteristics but may not be identical to the one in the photo.

We recommend passengers consider these aspects when planning their flights or activities after booking our services.

Acknowledgment of Conditions

By purchasing a program, the travel agent and client automatically acknowledge and accept all the clauses of these general conditions.

Items and Documents Allowed and Not Allowed on the Todos los Santos Lake Navigation

It is informed that the maritime authority of Petrohué conducts random drug checks with the support of detection dogs on carry-on luggage, tagged luggage, and personal items. It is important to note that if a check is carried out and prohibited substances are found, the boat's departure time will remain unchanged. This means that the trip cannot be rescheduled, and no refund will be issued. The procedures performed by the authorities will be completed on land. We appreciate your understanding and recommend reviewing your luggage before the trip.

Force Majeure

Turistour reserves the right to alter, modify, or cancel the published itineraries in the event of force majeure, unforeseen circumstances, public authority resolutions, or non-compliance by third parties that could affect the proper provision of services. This modification will be made to ensure the appropriate fulfillment of the planned activities or contracted services, without implying liability for events beyond Turistour's control.

Moreover, Turistour may delay, cancel, or modify the trip due to force majeure reasons such as extreme weather conditions, security problems, government provisions, strikes, or other unforeseen events, and the company will be exempt from responsibility for not fulfilling the contracted service.

If the service is fully operational, the passenger will have the option to change their trip to another date at no additional cost. Turistour also commits to making all reasonable efforts to find an alternative route or solution, provided it is feasible. However, the company is not responsible for any additional costs the passenger may incur due to unforeseen circumstances or force majeure, such as accommodation, meals, flights, transfers, and other expenses directly or indirectly arising from these events. It is important for passengers to stay attentive to notifications of changes or cancellations and to contact the company to coordinate any necessary adjustments to their itinerary.

CANCELLATION POLICY FOR ANDES CROSSING

REQUIREMENTS PRIOR TO TRAVEL: CHECK-IN and Andes Crossing TICKET DELIVERY

• Check-in must be done before 48 hours of the travel date at the offices of each country, where the data required by the immigration authorities of each country will be verified and the Andes Crossing ticket will be issued.
• Check-in must be done in person with the travel document used to enter the country.
• Check-in can be done by the local operator or the group leader with a photocopy of each passenger's travel document.
  • Puerto Varas Office: Del Salvador 72.
  • Bariloche Office: Mitre 150.

In case the passenger cannot check-in before 48 hours of the travel date, they must send a scanned copy of their passport or travel document to the following email addresses, according to the origin of their trip:

• When the trip starts in Puerto Varas: checkinchile@cruceandino.com
• When the trip starts in Bariloche: checkinargentina@cruceandino.com

Passengers without in-person check-in or sending data online to the indicated mailboxes will not be able to travel due to immigration regulations.

DEPARTURE LOCATIONS - ARRIVAL LOCATIONS / PRESENTATION AND DEPARTURE TIMES

PUERTO VARAS

Departure Locations

• TURISTOUR OFFICE: Del Salvador 72: Presentation Time: 07:30 am
• HOTEL CABAÑA DEL LAGO: from *7:15 am
• PUERTO PETROHUÉ: Presentation Time: 09:00 am

*10:00 am Departure boarding time

PUERTO PETROHUÉ

Departure Locations

• TURISTOUR OFFICE: Del Salvador 72
• Hotels: Cumbres Puerto Varas and Cabaña del Lago

BARILOCHE

Departure and Arrival Locations

• TURISUR OFFICE: Mitre 150: Presentation Time: 08:00 am
• Hotels: Panamericano, Edelweiss, 3 Reyes Inacayal: Presentation Time: From 08:00 am
• AV. Bustillo km. 2.5 *Ref. Hotel Design - Villa Huinid: Presentation Time: From 08:00 am.
• AV. Bustillo Km. 7 *Ref: Hotel Nido del Cóndor - Rochester - Lirolay: Presentation Time: From 08:00 am
• PUERTO PAÑUELO: Presentation Time: 09:00 am

*10:00 am Departure boarding time

Note: The stop is made at the closest road to the listed hotels. Presentation and departure times may vary by 30 minutes, depending on the season (winter/summer schedule). The presentation and departure time will be confirmed at the time of check-in.

CONDITIONS OF THE CROSSING

• Cruce Andino is not responsible for personal belongings lost by passengers during the excursion.
• In case of Cruce Andino or any product that involves crossing into Argentina, it is the passengers' responsibility to have all necessary documentation.
• Cruce Andino operates every day of the year, except on May 1st (Labor Day) and during election days in Chile, which are mandatory, and our staff must travel to their voting centers on these dates.
• All rates are rack rates per person and expressed in US dollars.
• Groups of 15 passengers: only one tour leader is free, i.e., 15+1 or 30+1.
• Groups of over 36 passengers will receive a customized quote.
• The company reserves the right to modify the published rates and departure dates without prior notice.
• The rate for resident passengers (Chilean or Argentine) corresponds to a one-way ticket, with the return included at no additional cost on the same route. If the return trip cannot be made, no refund will be issued for the paid amount.
• For foreign passengers, the round-trip fare covers 50% of the return ticket cost.
• All times are referential, as they depend on the number of passengers and the time of year.
• The rate does not include port tax at Puerto Pañuelo, Argentina**, or entrance to Saltos del Petrohué**, Chile.
• **See updated values on official websites:
  • Puerto Pañuelo, Nahuel Huapi National Park: puertopanuelo.com
  • Saltos del Petrohué, Vicente Pérez Rosales National Park: conaf.cl
• The visit to Saltos del Petrohué is only available in the Chile > Argentina direction and will depend on the season and weather conditions.
• The visit to Saltos del Petrohué in the Argentina > Chile direction is not available due to the closing hours of the National Park.

CHILD POLICY

• 0 to 23 months: Free, no seat included.
• 2 to 11 years: Pays 50% of the fare.
• 12 years and older: Pays 100%, considered an adult.

Traveling with minors, you must bring the relevant documentation to prove the exit of each country.

CANCELLATION POLICY

• Up to 16 days before the departure of the trip: 100% refund.
• 15 to 8 days before departure: 50% refund.
• Up to 7 days before departure: No refund.

LUGGAGE

• Passengers' luggage will always be received or delivered along with the transportation means. One piece of luggage up to 23 kg is allowed free of charge, with a maximum size of 158 cm (height + length + width). Hand luggage (bag or purse) is also allowed.
• Hand luggage (bag or purse) is the responsibility of each passenger. Maximum size for hand luggage: 45 cm x 35 cm x 20 cm (height x length x width). Any luggage exceeding this size must be transported as extra luggage.
• If you have extra luggage (defined as any additional bag, suitcase, or carry-on), it must be declared at check-in and an additional charge of US$25 per extra luggage or if it exceeds 23 kg (maximum of 32 kg per piece of luggage) must be paid.
• This luggage will be tagged and managed by Cruce Andino throughout the journey. Passengers do not have access to luggage during the crossing. Luggage is delivered at the start of the trip and returned at the destination, so all travel documents must be kept with you as hand luggage.
• Safety on catamarans and buses: It is important to keep aisles clear to ensure safe movement without obstacles for both workers and passengers. This means avoiding hand luggage or other items blocking the path to reduce the risk of accidents or falls.
• Damaged luggage: In case a passenger's luggage is damaged or lost, they must report it using the special form. This declaration should be made upon arrival at one of the terminals. If not reported, the company is not responsible for damaged luggage once the label has been removed.
• The company's responsibilities are limited to luggage, as the contents are not declared. Compensation for damaged or lost luggage during the trip: US$70.

FORCE MAJEURE

• Cruce Andino may delay, cancel, or modify the crossing due to force majeure reasons, including extreme weather conditions, safety issues, government regulations, strikes, or other unforeseen events, relieving the company from responsibility for failing to fulfill the contracted service.
• In such cases, if the service is fully operational, passengers will have the option to change their trip to another date at no additional cost. Additionally, the company will make all reasonable efforts to find an alternative route or solution, as long as it is feasible.
• The company is not responsible for any additional costs incurred by the passenger due to unforeseen or force majeure circumstances, including accommodation, meals, flights, transfers, or other expenses directly or indirectly resulting from these events. It is important for passengers to stay alert to notifications about changes or cancellations and communicate with the company to coordinate any necessary adjustments to their itineraries.

REMINDER FOR CRUCE ANDINO PASSENGERS

Documents for Migration

• Valid documents: Passport, Identity Card, DNI, or RUT with which the passenger entered the country, valid and in good condition.
• Invalid documents: Document under processing, damaged or expired documents.
• Minors under 18: In addition to the travel document, additional documents are required to prove the relationship with the parents and authorization if traveling with one parent or without both.
• PDI Document: When leaving Chile, the document issued by the Police Investigations Department (PDI) must be presented, obtained during the process of leaving the country. It is important to keep it until the next entry into the country.

Allowed and Not Allowed Items

Allowed luggage: Personal items are considered those intended for personal use, such as clothing, hygiene products, electronics, etc., as long as they are not for commercial purposes.

Specific prohibitions:

• Fruits, vegetables, or any food of animal or plant origin not authorized.
• Items for commercial use.
• Explosives, weapons, drugs, or narcotics.
• Products that may compromise safety.

Drug Control

One of the strictest aspects of customs control is related to drugs and narcotics. The authorities in both countries perform thorough luggage checks and use drug detection dogs. It is crucial to note that entering or attempting to traffic drugs in both countries is severely punished. If you are investigated with illicit substances, you will not be able to continue your journey and will be handed over to the relevant authorities. In such cases, the trip cannot be rescheduled, and no refund will be given for the crossing.

HOTEL NATURA ACCOMMODATION POLICY

CANCELLATION OR MODIFICATION POLICY DUE TO FORCE MAJEURE AT HOTEL NATURA

• Since the hotel is located in a remote area, access from Puerto Varas to Peulla may be affected by weather conditions or phenomena beyond the company's control. The hotel reserves the right to modify, delay, or cancel reservations without any liability.
• In case of interruption during the journey from Peulla to Puerto Varas or for passengers in transit to the Cruce Andino crossing, a special contingency rate will be offered on the accommodation rate for the affected night at Hotel Natura Patagonia.
• The hotel will make every effort to minimize any inconvenience and provide alternative solutions in both cases.

CHILD POLICY

• One child under 7 years old stays for free, provided they share a bed with the parents.
• From 8 years old, the child is considered an adult.
• A crib is available at no additional cost for children up to 2 years old, with a minimum request of 7 days in advance, subject to availability and confirmation.

ROOM CHECK-IN TIMES

• Check-in time: 3:00 pm
• Check-out time: 11:00 am
• *Check-in time may be advanced, subject to availability, upon arrival at the hotel.
• Late check-out: until 2:30 pm, with the possibility of extending depending on the sailing schedule. The late check-out will have an additional charge of 50% of the hotel's rack rate. After this time, it will be considered an additional night.

EVENTS AT HOTEL NATURA PATAGONIA

To organize events at Hotel Natura Patagonia, you must request a personalized quote by sending an email to gerencia@hotelnatura.cl.