At The Andes Adventure Travels (“Company,” “we,” “us,” or “our”), we are committed to providing clear and transparent booking conditions for all guests.
This Refund Policy explains when refunds may apply for tours, transportation services, travel experiences, and related services booked through our website, directly by message, or through an authorized representative.
1. General Rule
Refund eligibility depends on the type of service booked, the amount of notice provided before the scheduled service, and whether the service has already been confirmed, reserved, or partially delivered.
2. Full Refunds
A full refund may be issued when:
- The booking is canceled within the eligible cancellation window stated at the time of purchase.
- The service cannot be provided by the Company and no reasonable alternative is available.
- A duplicate charge or payment processing error occurred.
- The Company determines, at its sole discretion, that a full refund is appropriate.
3. Partial Refunds
A partial refund may be issued when:
- Non-refundable third-party costs have already been incurred.
- Transportation, entrance tickets, guide reservations, or operational arrangements were already confirmed.
- Part of the service was provided before the cancellation or interruption.
4. Non-Refundable Situations
Refunds may not be available in the following cases:
- No-show by the guest.
- Late arrival resulting in missed departure or missed service.
- Refusal to participate after the service has started.
- Incorrect information provided by the guest that affects the booking.
- Cancellations outside the applicable cancellation window.
- Dissatisfaction based on factors beyond our reasonable control, including weather conditions, traffic conditions, public demonstrations, force majeure events, or operational adjustments made for safety reasons.
5. Deposits
Where a deposit is required to secure a reservation, the deposit may be:
- Fully refundable
- Partially refundable
- Non-refundable
Depending on the specific service and the booking terms disclosed at the time of payment.
6. Third-Party Components
Some services may include third-party components such as entrance tickets, transport providers, farms, adventure operators, restaurants, or specialty venues.
Any non-refundable amounts imposed by third-party providers may be deducted from the refund amount.
7. Changes by the Company
We reserve the right to modify routes, schedules, order of activities, guides, vehicles, or operational details due to safety, weather, road conditions, force majeure, availability, or other legitimate operational reasons.
Such changes do not automatically entitle the guest to a refund, provided the essential nature of the booked service is maintained.
8. Weather and Safety Conditions
Some tours and outdoor experiences are weather-dependent.
If an activity must be canceled or modified due to unsafe weather, safety concerns, or government restrictions, we may offer one of the following remedies:
- Rescheduling
- Travel credit
- Partial refund
- Full refund
Depending on the circumstances and any non-recoverable costs already incurred.
9. Refund Processing Time
Approved refunds are generally processed to the original payment method within 5 to 15 business days, although actual timing may vary depending on the payment processor and the guest’s financial institution.
10. Currency and Fees
Refunds are generally issued in the same currency used for the original transaction.
The Company is not responsible for exchange rate fluctuations, bank charges, intermediary fees, or card issuer fees.
11. How to Request a Refund
To request a refund, please contact us at:
Email: [email protected]
Phone / WhatsApp: +57 301 413 8967
Business Name: The Andes Adventure Travels
Reference: Please include your full name, booking date, tour name, and reason for the request.
12. Chargebacks
Before filing a chargeback, guests agree to contact us directly to attempt resolution.
Fraudulent or abusive chargebacks may be disputed with the card issuer using booking records, communications, confirmations, acknowledgments of policy acceptance, operational records, and proof of service.
13. Policy Updates
We may update this Refund Policy at any time by publishing a revised version on this website.
The version in effect at the time of booking will generally apply to that booking.