CANCELLATION AND REFUND POLICY 

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Introduction​

At Atacama Motorbike Tours SpA, we understand that plans may change. Therefore, we provide our clients with a clear, fair, and transparent cancellation and refund policy, in compliance with Chilean Law No. 19.496 on Consumer Protection and in line with international best practices in the adventure tourism sector. 

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1. Right of Withdrawal ​

According to Article 3 bis of Law 19.496, when contracting is carried out through electronic means (website, email, phone), the Client may exercise the right of withdrawal within 10 business days following the purchase, provided that the service has not yet begun. In this case, the full amount paid will be refunded, without penalties or deductions. 

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2. Cancellation by the Client ​

Outside the legal withdrawal period, the Client may cancel their reservation at any time, subject to the following refund conditions depending on notice period:

 

• 30 days or more before the start: 100% refund. 

• 15 to 29 days before the start: 80% refund. 

• 6 to 14 days before the start: 60% refund. 

• 5 days or less before the start: 30% refund. 

• No-show (absence without prior notice on the start date): no refund (0%). 

 
All refunds will be processed within 14 calendar days of cancellation, using the same payment method, unless otherwise agreed with the Client. 

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3. Non-Refundable Expenses ​

In all cases, expenses already incurred by the Company on behalf of the Client will not be refundable, including: 
 

• Bank fees or payment platform commissions (PayPal, Stripe, etc.). 

• Hotel or external provider reservations that do not allow refunds. 

• Administrative or management costs already executed. 

 
These amounts will be deducted from the final refund when applicable. 

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4. Cancellation by the Company ​

The Company may cancel the tour due to force majeure, insurmountable logistical problems, or failure to reach the minimum number of participants. In such cases, the Client may choose between: 
 

• Full refund of amounts paid (minus non-refundable expenses already incurred). 

• Free rescheduling of the tour. 

• Credit valid for up to 12 months from the original date. 

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5. Force Majeure Circumstances ​

In the event of extreme weather, road blockages, health emergencies, acts of authority, or any other unforeseeable event that prevents the execution of the tour, priority will be given to rescheduling. If rescheduling is not possible, a proportional refund will be issued for services not rendered, deducting only the costs actually incurred up to the date of cancellation. 

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6. Voluntary Date Changes ​

The Client may request a date change with at least 20 calendar days’ notice, subject to availability. If the new tour has a different price, the Client will pay or receive the corresponding difference. 
 
Voluntary changes may be made once without penalty. Additional reschedulings will be subject to evaluation and administrative costs. 

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7. Transferability of Credits ​

If the Client chooses to receive a credit, it may be used within 12 months of the original tour date. The credit may be transferred to another person, provided that the Company authorizes the transfer and the new participant meets the applicable safety and documentation requirements. 

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8. Request Procedure ​

Any cancellation, refund request, date change, or use of credit must be requested in writing to info@atacamamotorbiketours.com, including full name, reservation number, and reason. The Company will acknowledge receipt within a maximum of 48 business hours.

 

9. External Instances ​

If the Client is not satisfied with the solution provided, they may escalate the complaint to the competent authorities, such as the National Consumer Service (SERNAC) in Chile.