COMPLAINTS POLICY

 

Introduction​

At Atacama Motorbike Tours SpA, we value the trust of our clients and are committed to providing transparent, prompt, and fair service in the event that a complaint or grievance arises. This policy is established in compliance with Chilean Law No. 19.496 on Consumer Protection and in line with international quality standards in adventure tourism. 

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1. Guiding Principles 

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Our complaints management is based on the following principles: 

• Accessibility: clients can file a complaint easily and free of charge. 

• Transparency: the procedure and timelines are communicated clearly. 

• Promptness: we commit to reasonable response times. 

• Fairness: decisions are made fairly, considering consumer rights. 

• Confidentiality: the complainant’s personal data will be handled in accordance with our Privacy Policy. ​

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2. Complaint Channels 

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Clients may submit complaints through the following official channels: 

• Email: info@atacamamotorbiketours.com 

• Phone/WhatsApp: +34 681 96 97 02 

• Web form: available on our official website. 

• Official Complaints Form. 

• Competent administrative authorities: National Consumer Service (SERNAC) in Chile or the consumer protection authority in the client’s country of residence. 

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3. Internal Procedure ​

1. Submission of the complaint: must include full name, reservation number, service date, and a clear description of the issue. 

2. Acknowledgment of receipt: the Company will confirm receipt within a maximum of 48 business hours. 

3. Review: the case will be analyzed by the responsible department within 10 business days. 

4. Proposed solution: the client will be informed of a resolution or proposal (refund, credit, rescheduling, or another corrective measure). 

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4. Available Solutions 

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Depending on the case, the solution may consist of: 

• Partial or full refund. 

• Free rescheduling of the service. 

• Issuance of credit or voucher for future reservations. 

• Another reasonable corrective measure, agreed upon with the Client.

 

5. Escalation and External Authorities 

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If the Client is not satisfied with the response provided, they may escalate the complaint to external authorities, such as: 

• National Consumer Service (SERNAC) in Chile. 

• Consumer protection bodies in the Client’s country of residence. 

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6. Continuous Improvement ​

The Company will use information derived from complaints to continuously improve its services, processes, and protocols, with the goal of enhancing the quality of the experience delivered to our clients.