Important

TERMS AND CONDITIONS

GENERAL CONDITIONS - PUERTO VARAS SERVICES

Turistour reserves the right to modify both the itinerary and the type of vehicle used in the excursions. The company also reserves the right not to conduct any of these excursions without prior notice due to force majeure or unforeseeable circumstances, such as extreme weather conditions, natural disasters, acts of authority, strikes, civil disturbances, or other unforeseen situations that affect the proper execution of services. The company is not responsible for the loss of personal belongings left inside the vehicles used. Turistour assumes no liability in the event of force majeure situations such as earthquakes, epidemics, illnesses, weather, strikes, wars, government restrictions, or other events beyond its control.
For transfer services, the maximum permitted capacity includes one standard-size suitcase and one carry on bag per passenger. Passengers traveling with additional luggage must request a higher capacity vehicle in advance.
Passenger punctuality on excursions: Passengers must return to the vehicle at the times specified by the guide during the excursion. It is the passenger's responsibility to be present at the designated meeting point at the indicated time. Failure to comply may result in missing the excursion and/or getting lost; the passenger must arrange and pay for their return to the hotel on their own. Entries to parks, museums, or other sites during the excursion are the passenger's responsibility, unless expressly included in the itinerary. All prices are subject to change without prior notice. Reservations are considered confirmed only once full payment has been made.

CHILD POLICY

• Children aged 0 to 23 months: free of charge.
• Children aged 2 to 11 years: pay 50% of the fare.
• Children aged 12 or older: pay the full fare.

Each child must be accompanied by an adult.

CANCELLATION POLICY

• Cancellations must be made only from Monday to Friday, between 09:00 and 18:00 (Santiago, Chile time).
• Cancellations made more than 48 hours before the service: a 6% fee on the amount paid will apply.
• Cancellations made less than 48 hours before the service: no refund will be given.
• Promotional fare reservations: cancellations, refunds, or date changes are not allowed once the reservation is confirmed.
• Late arrivals: rescheduling is not permitted. If the passenger does not show up at the indicated time, it will be considered a no show and 100% of the service cost will be charged.
• Purchases made via Transbank: a 94% refund of the total amount paid applies. The refund will be processed through the same payment method used.
• The estimated processing time for the refund is 15 to 30 business days, subject to the processing times of financial institutions.
• Important: Promotional purchases are not eligible for cancellations or refunds in case of annulment.
• Contracted services are not subject to the right of withdrawal.
• Changes are possible up to 48 hours before the trip, provided they fall within the promotion's validity period.

LIABILITY

Turistour has no liability whatsoever in case of force majeure situations such as earthquakes, epidemics, illnesses, weather, strikes, wars, government restrictions, or any other event beyond Turistour's control.

FORCE MAJEURE OR UNFORESEEABLE CIRCUMSTANCE

Turistour reserves the right to alter, modify, or cancel itineraries in Puerto Varas due to force majeure or unforeseeable circumstances, such as extreme weather conditions, natural disasters, acts of authority, strikes, civil disturbances, or other unforeseen situations that hinder the proper execution of services. In such cases, the company is exempt from liability for non performance of the service and will make reasonable efforts to offer alternatives or rescheduling, without bearing any additional costs incurred by the passenger.

INSURANCE

Passenger insurance corresponds to what is required by law. Additionally, passengers may request from Turistour the details of any insurance coverage supplementary to the legal standing. Regarding any additional insurance beyond what is legally required and offered through Turistour, it is the passenger's obligation to inquire about the terms, conditions, and coverage of such insurance.

VALIDITY

The rates shown on this site are valid according to the published dates and are subject to change without prior notice by Turistour.

PUBLICATION OF ITINERARIES / PROGRAMS

Any quotation or rate is subject to variations due to fluctuations in the currencies involved in payment for services, which passengers hereby acknowledge and accept. Prices expressed in dollars or their equivalent in local currency according to the exchange rate at the date of purchase.

Published photos of vehicles are for reference only; the vehicle provided will have characteristics similar to those indicated in the program but may not be identical to the one shown.

We recommend that passengers consider these aspects when planning flights or activities following the end of our services.

ACKNOWLEDGMENT OF TERMS

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

PERMITTED AND PROHIBITED ITEMS / DOCUMENTS ON LAGO TODOS LOS SANTOS BOAT TRIPS

It is informed that the Petrohué maritime authority conducts random drug checks, with the support of sniffer dogs, on carry on luggage, checked baggage, and personal garments. It is important to mention that if a search is conducted and unauthorized substances are found, the boat's departure schedule will remain unchanged. This means the trip cannot be rescheduled, nor will any refund be issued. Any procedures carried out by the authority will be concluded on land. We appreciate your understanding and recommend that you check your luggage before embarking.

FORCE MAJEURE

Turistour reserves the right to alter, modify, or cancel published itineraries if force majeure, unforeseeable circumstances, decisions by public entities, or failure by public or private third parties affect the proper provision of services. This change will be made to ensure proper fulfillment of scheduled activities or contracted services, without implying liability for events beyond Turistour's control. Additionally, Turistour may delay, cancel, or modify the trip due to reasons of force majeure, such as extreme weather conditions, safety issues, government directives, strikes, or other unforeseen circumstances, being exempt from liability for failure to deliver the contracted service.

If the service is already in progress, the passenger will have the option to reschedule their trip for another date at no additional cost. Turistour also commits to making all reasonable efforts to find an alternative route or solution, provided it is viable. However, the company is not responsible for additional costs incurred by the passenger due to force majeure or unforeseeable circumstances, such as accommodation, meals, flights, transfers, or other expenses directly or indirectly resulting from these events. It is important that passengers remain attentive to change or cancellation notifications and communicate with the company to coordinate any necessary adjustments to their itinerary.

CONDITIONS - CRUCE ANDINO

PRIOR REQUIREMENT BEFORE THE TRIP: CHECK-IN AND DELIVERY OF THE CRUCE ANDINO TICKET

• Check-in must be completed at least 48 hours before the date of travel, at the offices in each country, where the data requested by the Immigration authorities of each country will be verified and the Cruce Andino ticket will be issued.
• Check-in must be done in person, using the travel document with which the passenger entered the country.
• Check-in can be performed by the local operator or group leader, using a photocopy of each passenger's travel document.
• Office addresses:
  • Puerto Varas Office: Del Salvador 72.
  • Bariloche Office: Mitre 150.

If the passenger cannot appear in person at least 48 hours before travel, they must send a scanned copy of their passport or travel document to the following email addresses, depending on their point of origin:

• Starting from Puerto Varas: checkinchile@cruceandino.com
• Starting from Bariloche: checkinargentina@cruceandino.com

Passengers without in-person check-in or online data submission to the indicated addresses will not be able to embark on the journey as required by immigration authorities.

DEPARTURE AND 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; Boat departure: *10:00 AM

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 from 08:00 AM
• Av. Bustillo km 2.5 (*Ref: Hotel Design - Villa Huinid) - Presentation from 08:00 AM
• Av. Bustillo km 7 (*Ref: Hotel Nido del Cóndor - Rochester - Lirolay) - Presentation from 08:00 AM
• Puerto Pañuelo: Presentation time: 09:00 AM; Boat departure: *10:00 AM

Note: The stop is made on the roadway closest to the indicated hotels. Presentation and departure times may vary by up to 30 minutes depending on the season (winter/summer). The exact timings will be confirmed during check-in.

TRIP CONDITIONS

• Cruce Andino is not responsible for personal belongings lost by passengers during the excursion.
• For trips involving passage to Argentina, it is the passenger's responsibility to have all necessary documentation.
• Cruce Andino operates every day of the year except May 1 (Labor Day) and on election days in Chile, when staff must go to their polling stations.
• All rates are rack rates per person, quoted in US dollars.
• Groups of 15 passengers: one group leader is granted free (i.e., 15 + 1).
• Groups over 36 passengers: receive a customized quotation. Inquire for pricing.
• The company reserves the right to modify fares and published departure dates without prior notice.
• For residents (Chilean or Argentine), the one-way ticket includes the return at no additional cost via the same route. If the return journey is not possible, no refund will be issued.
• For foreign passengers, the round trip fare covers the return ticket at 50% of the original cost.
• All schedules are indicative and depend on passenger numbers and the season of the year.
• The fare does not include port fees in Puerto Pañuelo, Argentina, nor entrance to Saltos del Petrohué, Chile.
• **For updated rates, see:
  • Puerto Pañuelo, Nahuel Huapi National Park: puertopanuelo.com/
  • Saltos del Petrohué, Vicente Pérez Rosales National Park: conaf.cl**
• Visit to Saltos del Petrohué is only conducted on the Chile > Argentina route and depends on the season and weather conditions. The visit from Argentina > Chile is not offered due to park closure hours.

CHILD POLICY

• Children 0 to 23 months: free of charge, no seat assigned.
• Children 2 to 11 years: pay 50% of the fare.
• Ages 12 and above: pay 100%, considered as adults.

When traveling with minors, they must carry proper documentation proving permission to exit each country.

CANCELLATION POLICY

• If the passenger cancels at least 48 hours before service start, 100% of the amount paid will be refunded, minus a 6% administrative and transaction fee. This reflects actual costs incurred and is not a penalty.
• If canceled less than 48 hours before service, no refund applies, as the operational and logistic costs are already committed.
• Refunds are processed via the same payment method used.
• Estimated refund processing time: 15 to 30 business days, depending on financial institution timelines.

CHANGE POLICY

• One change without penalty is allowed, subject to availability for the new date.
• For more than one change, a fee of USD 25 applies per ticket modified.

LUGGAGE

• Passenger's luggage will be received or delivered with the transport vehicles.
• One piece of luggage up to 23kg (158cm linear dimensions) plus carry-on (bag or purse) is allowed at no cost.
• Carry-on bag dimensions: max 45cm x 35cm x 20cm (height x length x width).
• Oversized luggage must be declared at check-in and is subject to an extra luggage fee of USD 25, or if it exceeds 23kg (maximum 32kg).
• This luggage will be tagged and handled by Cruce Andino during the entire trip.
• Passengers do not have access to their checked baggage during the journey.
• Luggage is handed in at the start and returned at the destination; all travel documents must be carried as carry-on.
• Catamaran and bus safety: Keep aisles clear of carry on items and other objects to ensure safe passage for staff and passengers, reducing the risk of accidents or falls.
• Damaged luggage: If baggage is damaged or lost, the passenger must report it using a special form upon arrival at a terminal. Failure to do so relieves the company of liability once tagged baggage is delivered. Compensation for damage or loss during the journey is USD 70.

FORCE MAJEURE

• Cruce Andino may delay, cancel, or modify the trip due to force majeure, including extreme weather, security issues, government directives, strikes, or other unforeseen events, and is exempt from liability for non performance.
• If the service is underway, passengers may reschedule to another date at no additional cost. The company will make reasonable efforts to find viable alternative routes or solutions.
• The company is not liable for additional costs incurred by passengers due to force majeure, such as accommodation, meals, flights, transfers, or other related expenses.
• Passengers should stay attentive to notifications of changes or cancellations and coordinate with the company for any necessary adjustments to their itinerary.

REMINDER FOR CRUCE ANDINO PASSENGERS

Migration Documentation

• Valid documents: Passport, Identity Card, DNI or RUT, the one used to enter the country-valid and in good condition.
• Invalid documents: Receipt of a document in process, damaged or expired documents.
• Minors under 18 must present travel documentation along with additional documents that prove parental relationship and authorization when traveling with only one parent or without parents.
• PDI Document: When leaving Chile, you must present the document issued by the Investigations Police of Chile (PDI) obtained during exit formalities. Keep it until your next return to the country.

ALLOWED AND PROHIBITED ITEMS

Allowed luggage: personal items intended for personal use such as clothing, hygiene articles, electronic devices, etc., provided they don't suggest commercial intent.

Specific prohibitions include: unauthorized fruits, vegetables, or any animal or plant-based food; commercial goods; explosives; weapons; drugs or narcotics; items that could compromise safety.

Drug Control

Drug checks are among the most stringent customs controls. Authorities in both countries conduct thorough luggage inspections and use sniffer dogs. Attempting to bring illicit substances into either country is severely penalized. If found investigating with illicit substances, your trip will be halted, authorities will take over, the trip cannot be rescheduled, and no refund will be given.

HOTEL NATURA ACCOMMODATION POLICY

CANCELLATION OR MODIFICATION POLICY DUE TO FORCE MAJEURE AT HOTEL NATURA

As the hotel is located in a remote area, access from Puerto Varas to Peulla may be affected by weather conditions or events 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 outbound journey from Peulla to Puerto Varas, or for passengers in transit towards the Cruce Andino route, a special contingency rate will be offered for accommodation on the affected night at Hotel Natura Patagonia.

The hotel will make every effort to minimize inconvenience and offer alternative solutions in both situations.

CHILD POLICY

• One child under the age of 7 may stay free of charge, sharing the bed with the parents.
• Children aged 8 and older are considered adults.
• A crib is available free of charge for children up to 2 years old, if requested at least 7 days in advance, subject to availability and confirmation.

ROOM DELIVERY TIMES

• Check-in time: 3:00 pm
• Check-out time: 11:00 am
• Early check-in may be available upon arrival, subject to availability.
• Late check-out: Until 2:30 PM, with possibility of extension depending on the boat departure schedule. Late check-out has a cost 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, please request a personalized quote by sending an email to: gerencia@hotelnatura.cl.