At Lucero Travel, we want you to be able to plan your trip with peace of mind. We therefore recommend that you review the following terms and conditions before making your booking and payment.


CANCELLATION 

  • Cancellations made 48 hours or more in advance of the tour date will be entitled to a 100 per cent refund of the amount paid.

  • Cancellations made less than 48 hours in advance will not be eligible for a refund, and 100 per cent of the booking amount will be charged.

REFUNDS

  • In the event of force majeure, whether due to unsuitable weather conditions, natural disasters, demonstrations or strikes in the country, Lucero Travel Chile may cancel your tour and reschedule it for another date, provided the tour has not yet taken place. If it is not possible to reschedule, 100 per cent of your money will be refunded.
  • The refund will be issued via the same payment method used for the purchase, whether that be a debit card, credit card or prepaid card. If the passenger’s bank rejects the refund transaction, the refund will be issued via a PayPal account.
  • Where a refund is due, it will be processed via the payment method used. It may take between 10 and 15 working days for the refund to appear in the customer’s account, depending on the processing and handling times of Webpay and the relevant bank.

SPECIAL TERMS AND CONDITIONS

  • Bookings for Viña Alyan, Parque Farellones, El Colorado Ski Centre and Valle Nevado Ski Centre cannot be amended or cancelled once payment has been made. These services are non-refundable, as the tickets and associated services are purchased and arranged by Lucero Travel in advance and are valid for a specific date of use.
  • In the case of the Valle Nevado tour, if, at the time of booking, the passenger selects the ‘Ski’ or ‘Snowboard’ option, that choice will be final and cannot be changed at a later date. This is because the associated services – such as tickets, equipment hire and/or lessons, depending on the option booked – are arranged and confirmed in advance.

FORCE MAJEURE AND EXTERNAL CIRCUMSTANCES

  • In the event of force majeure or external circumstances that may affect the normal running of the tour, such as adverse weather conditions, natural phenomena, demonstrations, strikes, access restrictions or other similar situations, Lucero Travel will prioritise the safety of our passengers and staff at all times.
    In these circumstances, we may amend the itinerary, suspend or cancel certain stops, replace activities or make any adjustments necessary to provide the service safely.
    The suspension or alteration of a stop, activity or part of the route due to these circumstances shall not entitle passengers to a full or partial refund of the fare paid, provided that the service can continue to operate safely.
    Lucero Travel may consider options for rescheduling or amending the service where operational conditions permit.

CHANGES OR MODIFICATIONS

Where this is due to force majeure and provided that the tour has not yet taken place, the following may be requested:

  • Change of booking date, subject to availability.
  • Transfer of the booking to another person.
  • Keep the booking on hold so that it can be used on a future visit to Chile.

These alternatives must be requested in advance and will be subject to the specific terms and conditions of each service.

Once the tour has started or been completed, no refunds will be given if it is not possible to visit any of the sites included in the itinerary because that site is closed or cannot be accessed for reasons beyond Lucero Travel’s control.

RESERVATION OF THE RIGHT TO ADMISSION 

  • Lucero Travel Chile reserves the right to refuse access to the vehicle or to terminate the tour service at any time if a passenger is under the influence of drugs or alcohol. Furthermore, this measure will be applied in the event of inappropriate behaviour, such as disrespect, harassment, discrimination, insults, mockery or violent behaviour, whether directed at other passengers, agency staff, workers at the places visited or any other visitors.
PAYMENT METHODS AT LUCERO TRAVEL
  • At Lucero Travel Chile, you can pay for your tours 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 and we’ll provide you with a PIX reference, PayPal details or a payment link if you’d prefer to pay online.
  • Bookings must be made in advance, at least 24 hours before the tour (some tours may require booking further in advance). Your place is not guaranteed without payment.
  • If you book directly via the website, you will be charged 100 per cent of the tour price at the time of booking, and you can pay by credit or debit card via WebPay.
  • The refund will be issued via the same payment method used for the purchase, whether that be a debit card, credit card or prepaid card. If the passenger’s bank rejects the refund transaction, the refund will be issued via a PayPal account.
  • Where a refund is due, it will be processed via the payment method used. It may take between 10 and 15 working days for the refund to appear in the customer’s account, depending on the processing and handling times of Webpay and the relevant bank.

 

SPECIAL TERMS AND CONDITIONS

  • Bookings for Viña Alyan, Parque Farellones, El Colorado Ski Centre and Valle Nevado Ski Centre cannot be amended or cancelled once payment has been made. These services are non-refundable, as the tickets and associated services are purchased and arranged by Lucero Travel in advance and are valid for a specific date of use.
  • In the case of the Valle Nevado tour, if, at the time of booking, the passenger selects the ‘Ski’ or ‘Snowboard’ option, that choice will be final and cannot be changed at a later date. This is because the associated services – such as tickets, equipment hire and/or lessons, depending on the option booked – are arranged and confirmed in advance.

FORCE MAJEURE AND EXTERNAL CIRCUMSTANCES

  • In the event of force majeure or external circumstances that may affect the normal running of the tour, such as adverse weather conditions, natural phenomena, demonstrations, strikes, access restrictions or other similar situations, Lucero Travel will prioritise the safety of our passengers and staff at all times.
    In these circumstances, we may amend the itinerary, suspend or cancel certain stops, replace activities or make any adjustments necessary to provide the service safely.
    The suspension or alteration of a stop, activity or part of the route due to these circumstances shall not entitle passengers to a full or partial refund of the fare paid, provided that the service can continue to operate safely.
    Lucero Travel may consider options for rescheduling or amending the service where operational conditions permit.

CHANGES OR AMENDMENTS

Where this is due to force majeure and provided that the tour has not yet taken place, the following may be requested:

  • Change of booking date, subject to availability.
  • Transfer of the booking to another person.
  • Keep the booking on hold so that it can be used on a future visit to Chile.

These alternatives must be requested in advance and will be subject to the specific terms and conditions of each service.

Once the tour has started or been completed, no refunds will be given if it is not possible to visit any of the sites included in the itinerary because that site is closed or cannot be accessed for reasons beyond Lucero Travel’s control.

RIGHT OF ADMISSION

  • Lucero Travel Chile reserves the right to refuse access to the vehicle or to terminate the tour service at any time if a passenger is under the influence of drugs or alcohol. Furthermore, this measure will be applied in the event of inappropriate behaviour, such as disrespect, harassment, discrimination, insults, mockery or violent behaviour, whether directed at other passengers, agency staff, workers at the places visited or any other visitors.

PAYMENT METHODS AT LUCERO TRAVEL

  • At Lucero Travel Chile, you can pay for your tours 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 and we’ll provide you with a PIX reference, PayPal details or a payment link if you’d prefer to pay online.
  • Bookings must be made in advance, at least 24 hours before the tour (some tours may require booking further in advance). Your place is not guaranteed without payment.
  • If you book directly via the website, you will be charged 100 per cent of the tour price at the time of booking, and you can pay by credit or debit card via WebPay.
  • En caso de que desees reservar un tour y realizar el pago días previos a la realización del tour, tu excursión quedará sujeta a confirmación (fecha de la excursión) y el cobro podrá ser realizado en cualquiera de los métodos de pago mencionados anteriormente, incluyendo efectivo.
  • For payments in a currency other than the Chilean peso, Lucero Travel Chile applies its own exchange rate, which will be used at the time of payment.

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 point, or nearby, unless you would prefer to be dropped off at another location in the city. Please note that this option is subject to availability and will only be possible if the location is on the way to the hotels during the return journey, subject to prior agreement with the guide and/or driver.
  • Some drop-off points (such as the airport) may incur an additional charge and are subject to prior confirmation by the agency. It is the passenger’s responsibility to enquire about this possibility when booking the tour.
  • If you are outside the hotel zone, you can contact us to arrange a pick-up from your accommodation for an additional charge starting at CLP 5,000 per person, although the exact amount will depend on your location. This option must be discussed in advance and approved by the agency, and is subject to availability and the location of your accommodation.
  • If you need to carry luggage weighing more than 12kg, an additional charge of from CLP 5,000 per person or bag will apply. The bag must be stowed under the seats, depending on its dimensions.
  • Please bear in mind that pick-up times may vary and take a long time for all passengers, depending on traffic and the location of each accommodation. If your accommodation is further away from the tourist area, you will be the first to be picked up and the last to be dropped off.

SANTIAGO HOTEL ZONE

ABOUT LEAVING THE ROUTE

  • It is essential that passengers adhere to the itinerary and timetable set by the guide assigned to the tour. Should any passenger fail to arrive within 5 to 10 minutes of the scheduled time, the guide and driver will proceed with the tour without the absent passengers.

ABOUT INSURANCE

  • All passengers are advised to ensure they have valid medical and accident insurance, as Lucero Travel Chile is only liable for accidents that occur inside the vehicle and are directly attributable to the company.

TAKING CARE OF YOUR BELONGINGS

  • Passengers are advised to keep their valuables with them at all times. It is not advisable to leave valuable items inside the vehicle when getting out. The agency accepts no liability for the loss or theft of personal 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 

  • In order to maintain the hygiene, safety and operational standards of our vehicles, should a passenger cause a mess that requires thorough cleaning – including, but not limited to, vomit, spills of bodily fluids or other similar situations – they will be required to pay a fine of CLP 50,000. This fine will apply on vineyard routes.
  • This amount covers the cost of the specialist cleaning required to restore the vehicle to a safe and roadworthy condition, as well as the losses incurred due to the inability to use the vehicle whilst this procedure is being carried out.

OUR BUSINESS PARTNERS PETS

  • At Lucero Travel, we work with various suppliers and tour operators. Some of the services we offer are provided directly by these companies. For this reason, the terms and conditions for each tour may differ. For example, policies regarding date changes, modifications, cancellations or refunds may vary depending on the supplier and the service booked. Before making your booking and completing payment, we recommend that you read the specific terms and conditions for the tour you wish to book.
    By making payment and confirming your booking, you accept the terms and conditions set out for that service, both those of Lucero Travel and those of the relevant supplier.

PETS

  • Pets are not permitted on our tours, as some of our suppliers, vehicles and/or venues do not allow them on the premises. Any exceptions must be discussed and authorised prior to booking. In the case of legally recognised assistance animals, the conditions and accreditation requirements set out in current regulations must be met. It is the passenger’s responsibility to inform us of the presence of any animal before making the booking, so that we can verify whether its entry is compatible with the tour, vehicle and venues included. Presenting a pet without prior authorisation may prevent the service from being provided if its entry is not permitted under the terms of the tour or by any third parties involved. In such cases, the terms and conditions regarding amendments, cancellations and refunds provided at the time of booking will apply, without prejudice to the consumer’s rights under current legislation.