CANCELLATION POLICY

  • If you cancel your tour and/or travel package 15 days before, a fee of 10% of the total rate will be charged.

  • If you cancel 7 days before, a fee of 30% of the total rate will be charged.

  • If you cancel 48 hours before, a fee of 50% of the total rate will be charged.

  • If you cancel with less than 48 hours’ notice, 100% of the total rate will be charged.

For special or exceptional cancellation cases by the client, please speak directly with your sales representative at our office located at Santa Lucía 270, Office 501 – Santiago.

Important: Reservations for tours to Alyan Winery, Farellones Park, El Colorado Ski Center, or Valle Nevado Ski Center cannot be modified or canceled after payment has been completed. No refunds will be issued for these tours, as admission tickets to the winery or mountain resort are purchased by the agency in advance and are valid for a specific date.

For the Valle Nevado tour, if the passenger selects the Ski or Snowboard option at the time of booking, this choice will be final and cannot be changed afterward. This is because the services (lift tickets, equipment rental, and/or lessons, as applicable) are arranged and confirmed in advance.

In case of a refund, the time frame for the amount to be credited to your account will be between 10 and 15 business days, depending on WebPay’s processing times.

Note: In case of force majeure circumstances—such as unsuitable weather conditions, natural phenomena, protests, or strikes in the country—occurring during your excursion, your safety and that of our staff will be our priority, and any necessary stops in the tour may be canceled. This will not entitle the client to any refund of the total fare paid.

REFUNDS

In the event of force majeure circumstances such as unsuitable weather conditions, natural phenomena, protests, or strikes in the country, Lucero Travel Chile may cancel your tour and reschedule it for another date. If rescheduling is not possible, 100% of your payment will be refunded.

RIGHT OF ADMISSION

Lucero Travel Chile reserves the right to deny access to the vehicle or interrupt the tour service at any time if the passenger is under the influence of drugs or alcohol. This measure will also apply in cases of inappropriate behavior, such as disrespect, harassment, discrimination, insults, mocking, or violent conduct, whether toward other passengers, agency staff, workers at visited locations, or any other visitor.

PAYMENT METHODS AT LUCERO TRAVEL

At Lucero Travel Chile, you can pay for your excursions by credit card, debit card, or in cash at our office located at Santa Lucía 270, office 501, Santiago Centro (we accept Brazilian reais, US dollars, and Chilean pesos). You can also contact us to receive a payment link if you prefer to pay online.

Bookings must be made with advance payment, at least 24 hours before the tour (some tours may require more advance notice when booking). Without payment, your spot is not guaranteed.

If you book directly through the website, 100% of the tour price will be charged at the time of scheduling, and you will be able to pay by credit or debit card via WebPay.

If you wish to book an excursion and make the payment a few days prior to the tour, your booking will be subject to confirmation of the tour date. Payment can be made using any of the above-mentioned methods, including cash.

PICK UP AND DROP OFF

When booking a tour with us, you may enjoy pick-up service from your accommodation as long as it is located within Santiago’s Hotel Zone (as shown on the map below) and you are not using a deal or promotion that excludes this service.

At the end of the tour, we will drop you off at the same pick-up location, unless you prefer to be dropped off at another point in the city. Please note that this option is subject to availability and can only be arranged if the requested drop-off point is along the return route to the hotels, with prior agreement from the guide and/or driver.

Some drop-off points (such as the airport) may be subject to an additional fee and must be confirmed in advance by the agency. It is the passenger’s responsibility to inquire about this option at the time of booking.

If you are outside the hotel zone, you may contact us to arrange pick-up from your accommodation for an additional CLP $5,000 per person. This option must be pre-arranged and approved by the agency, and will depend on the availability and location of the accommodation.

If you require luggage over 12 kg, an additional fee of CLP $5.000 per person will be charged.

SANTIAGO HOTEL ZONE

ABOUT LEAVING THE ROUTE

It is essential that passengers respect the itinerary and schedules set by the assigned guide for the excursion. If you do not show up within 10 minutes after the scheduled time, the guide and driver will proceed with the tour without the absent passengers.

ABOUT INSURANCE

It is recommended that all passengers have valid medical and accident insurance, as Lucero Travel Chile is only responsible for accidents that occur inside the vehicle and are directly attributable to the company.

CARE OF YOUR BELONGINGS

Passengers are advised to keep their valuables with them at all times. It is not recommended to leave valuable items inside the vehicle when exiting it. The agency is not responsible for the loss or theft of belongings.

ABOUT USE OF IMAGE

By participating in a tour operated by Lucero Travel, the passenger hereby acknowledges and grants Lucero Travel the irrevocable right and permission to use, reproduce, publish, and distribute any photographs and/or video recordings taken during the tour in which the passenger may appear, for advertising, promotional, marketing, and institutional purposes. Such use may include, but is not limited to, publication on the company’s website, social media platforms, printed materials, and other official communication channels. The passenger understands and agrees that no compensation, royalties, or other remuneration shall be due as a result of such use.

FINE FOR SOILING VEHICLE

To ensure the hygiene, safety, and operational standards of our vehicles, any passenger who soils the vehicle in a way that requires deep cleaning—including, but not limited to, vomiting, the spilling of bodily fluids, or similar incidents—will be required to pay a fine of $70,000 CLP.

This amount covers the cost of the specialized cleaning required to restore the vehicle’s sanitary and operational condition, as well as the losses incurred due to the inability to use the vehicle while the cleaning is being performed.