GENERAL TERMS AND SPECIAL REGULATIONS
The conditions stipulated in this document describe the rights and obligations between the passenger and MAPU [living in harmony]. By registering or purchasing any of the services, it is established that the customer accepts all the clauses contained in this document, in the corresponding forms and technical sheets.
RESERVATIONS
Reservations can be processed in person, in writing (email), or via the website.
Information provided by phone or WhatsApp is for informational purposes only and under no circumstances constitutes acceptance or contractual obligation of MAPU.
The reservation will be confirmed upon payment of a 50% deposit of the indicated amount. Balances must be paid or documented at the time of check-in. It will be included in the confirmation email. The advance deposit serves as a guarantee for both you and us, ensuring the reservation of your stay.
PAYMENT METHODS
We accept various forms of payment to provide greater convenience. This may include credit cards, bank transfers, or payment through a secure online platform (Getnet – Santander).
2.1 GETNET
Secure payment with your credit card on an online platform. Please follow the instructions from this link: https://mapuchile.com/2023/07/01/getnet/
2.2 BANK TRANSFER
If you have chosen this option, you will need to send us proof of the bank transfer. Once we receive the confirmed bank transfer, we can guarantee your reservation. Send the proof to hola@mapuchile.com
BANK ACCOUNT DETAILS FOR DEPOSIT
BANK: Santander Chile
SWIFT: BSCHCLRM
BANK ADDRESS: BANDERA 140 SANTIAGO 8320000
ACCOUNT NAME: Gustavo Zylbersztajn Pedreira
ACCOUNT NUMBER: 510228788-8
ACCOUNT ADDRESS: Sector Lonconao SN, Futaleufú, Los Lagos, Chile ZIP code: 5870000
2.3 CREDIT CARD
Payment with MASTERCARD, VISA, AMEX credit cards is accepted and can be used physically at the Quincho during check-in. A 5% fee needs to be added to the total amount of the transaction.
2.4 DEBIT CARD
Payment with debit cards is accepted depending on the agreement between the issuing bank and Santander Chile. In this case, no additional fee is charged.
2.5 CASH
We accept cash payments in Chilean pesos, euros, and US dollars (new bills).
CANCELLATION AND REFUND
We understand that plans can change, and if you need to cancel your reservation, we kindly ask you to inform us in advance. The cancellation policies may vary depending on the notice period provided. All cancellation notifications must be received in writing and will be effective from the date the email is received by MAPU.
MAPU may charge cancellation fees for organization, administration, and reservations. Therefore, if the customer cancels the service for any reason, the following percentages will be retained:
3.1 ACCOMMODATIONS
3.1.1 More than 30 days in advance: No cancellation fee.
3.1.2 Between 15 and 30 days in advance: 30% of the total rate as a cancellation fee.
3.1.3 Between 7 and 14 days in advance: 50% of the total rate as a cancellation fee.
3.1.4 Less than 7 days in advance: 100% of the total rate as a cancellation fee.
For bookings that encompass 100% of MAPU for a group and require a change of date or cancellation, if a notice is given up to 30 days in advance, no cancellation fee will be charged. If the cancellation occurs between 29 days and the arrival date, a cancellation fee of 100% of the reservation will be applied.
3.2 EXPERIENCE PACKAGES AND WORKSHOPS
3.2.1 More than 60 days in advance: No cancellation fee.
3.2.2 Between 30 and 60 days in advance: 40% of the total rate as a cancellation fee.
3.2.3 Between 15 and 29 days in advance: 60% of the total rate as a cancellation fee.
3.2.4 Less than 15 days in advance: 100% of the total rate as a cancellation fee.
3.3 CANCELLATIONS BY MAPU
We reserve the right to cancel a workshop, experience, or package due to inadequate registrations that make the trip economically unviable to operate or due to legitimate concerns for the safety, health, or well-being of the participants. In such cases, we closely follow and adhere to travel advisories issued by the Ministry of Foreign Affairs.
If a workshop, experience, or package is canceled before departure, you will have the option of a full refund or a credit for a future workshop, experience, or package with MAPU Chile, equivalent to the amount paid in USD currency.
If we cancel a trip in progress, you will receive a proportional refund based on the number of days remaining. We are not responsible for any refunds of airfares, hotel accommodations, etc., purchased by the participant from third parties.
In the event that the instructor contracted to lead an activity, experience, or workshop is unable to attend due to illness or other circumstances beyond our control, a substitute of the same standard will be provided. If that is not possible, the workshop, experience, or package will be canceled, and the above provisions will take effect.
In exceptional situations or force majeure (medical emergencies, natural disasters, or unforeseen circumstances that compromise the safety or basic comfort of guests), MAPU may proceed with the cancellation of one or more reservations. In these situations, the establishment may consider the possibility of refunding or rescheduling reservations.
Please note that MAPU is located in an area considered remote and extreme.
3.4 CANCELLATION OF CONTRACTED ACTIVITIES
If the customer cancels their participation more than 48 hours before the scheduled date and time of the activity, there will be no refund of the deposit.
If the customer abandons the activity, without any incident, whether it is in progress or about to start, there will be no entitlement to a refund, and the total value of the service must be paid.
PROGRAMS, EXPERIENCES, AND ACTIVITIES
MAPU is a company that offers tourist accommodation, tourist packages, workshops, and various recreational activities at the request of the customer (external tourist services), therefore, each program is special and specifies what is included and what is not. The prices indicated are in the local currency or dollars, as applicable.
MAPU reserves the right to change, without prior notice, any of the activities to be carried out in order to ensure their smooth operation. If, for any reason, the customer is unable to participate in the activity, the company will refund 100% of the amount actually paid within a period of up to 15 days, without any further compensation.
Notwithstanding the above, the company shall not be held responsible for unforeseen events or force majeure, such as weather conditions, sudden illnesses, or natural events such as earthquakes, heavy rains, unusual hailstorms, etc.
The customer expressly waives any liability on the part of MAPU for deficiencies in the provision of transportation services, accommodation, or any other service provider, or for force majeure or unforeseen events. However, the company will always ensure the faithful, complete, and punctual provision of services by the different providers.
As spaces for activities, packages, and workshops are limited, we encourage you to sign up in advance. Please contact us to check availability before registering for a package or workshop. Please do not make travel plans until you have registered or received confirmation that the workshop is confirmed. We recommend that you choose more than one workshop in case your first choice is fully booked. Spaces are filled on a first-come, first-served basis. Please note: the minimum age to participate in any workshop is 18 years old.
TRAVEL INSURANCE
To participate in a package, experience, workshop, or activity, it is necessary for you to have comprehensive insurance coverage for personal accidents and injuries, medical costs, and repatriation during the trip. Additionally, we strongly recommend that you obtain cancellation and travel insurance that covers losses, expenses, and damages, including but not limited to, workshop, experience, or package cancellation (total or partial), loss of luggage, personal money and belongings, as well as flight cancellations and delays.
DOCUMENTATION
It is the sole responsibility of each customer to inform themselves about the legal provisions regarding entry into the country and the activities to be carried out, with the company assuming no responsibility for the acts or omissions of the customer. Documentation for minors is the sole responsibility of the accompanying adults.
Guests must present a photo identification document and a credit card at check-in. Please note that all special requests are subject to availability and may incur additional costs.
Please inform us in advance of your estimated time of arrival. You can use the Special Requests field during the booking process or contact us directly using the contact details provided in your confirmation.
Private parking is available on site (reservation is needed) and is free of charge.
Languages spoken: English, Spanish, Portuguese.
BEHAVIOR
MAPU reserves the right to remove any customer from its premises, property, or recreational activities who displays negative or inappropriate behavior that adversely affects other guests, staff, and subcontracted service providers. Such person will not be entitled to a refund. Additionally, customers must always comply with and adhere to the rules established by MAPU, instructors, and activity guides. The customer must act in good faith when providing information about their medical conditions, insurance, age, and physical or psychomotor limitations.
Due to the fact that MAPU is surrounded by nature and a quiet environment, especially for those in groups, please be respectful regarding noise during the evenings.
Parties are not allowed on the premises.
RESPONSIBILITIES
MAPU shall not be responsible, in any case, for the health or physical condition of individuals who contract a service, nor for any inconvenience or accident that may occur as a result of such condition. In case of any eventuality, our company will provide non-monetary assistance to customers with problems.
MAPU is not responsible for theft, loss of valuables, fires, or other damages resulting from fortuitous events, force majeure, or negligence on the part of the customer.
MAPU does not endorse or assume any responsibility regarding the possession, consumption, and/or transportation of prohibited and illegal substances, which are regulated by the Agricultural and Livestock Service (SAG) or sanctioned by the Penal Code or special regulations. This responsibility lies solely with the customer, who expressly releases the company from any liability through this document.
MAPU Chile and its designated tour operator shall not be liable for (a) any property damage or loss, injury, or death caused directly or indirectly by an act or omission of any other supplier, including, but not limited to, any defect in any aircraft, vessel, or vehicle operated or supplied by such other supplier; and (b) any loss or damage due to delay, cancellation, or interruption in any manner caused by laws, regulations, acts or failures to act, demands, orders, or interventions of any government or subdivision or agent thereof, or by acts of God, strikes, fires, floods, war, rebellion, terrorism, insurrection, illness, quarantine, epidemics, theft, or any other cause beyond its control. The participant waives any claim against MAPU Chile and/or its designated tour operator for any loss, damage, injury, or death resulting from such situations.
MAPU Chile and its designated tour operator shall not be liable for any airline cancellation penalty incurred through the purchase of a non-refundable ticket to or from the departure city of the MAPU workshop.
It is the sole responsibility of participants to arrange their own round-trip transportation to and from the meeting point as described in the workshop, experience, or package itinerary, such as airport and hotel, and ensure timely arrival. The participant should not book flights and/or hotel accommodations until MAPU has issued the final confirmation for the program. In the case of late arrival, it is the participant’s responsibility to join the workshop, experience, or package and bear all associated expenses. MAPU is not responsible if the participant misses any part or all of the workshop, package, experience, or activity due to the delay. Baggage and personal belongings are always the responsibility of the participant.
PUBLICITY
We reserve the right to take photographs or videos during the execution of any workshop, experience, or package, or part thereof, and use the resulting photographs, videos, or recordings for promotional or commercial purposes. If a participant prefers not to have their image used, they must notify us in writing before departure.
COMPLAINTS
Any complaint related to the provision of services must be made directly to a MAPU staff member, by registered letter, or by email to the address hola@mapuchile.com within a period of 10 calendar days from the date the services were provided. The company will have a period of 10 calendar days to provide a response.
All attachments, specifications, budgets, tickets, and reservation forms signed between the parties that appear in separate documents are part of this Contract for all legal purposes.
CUSTOMER OBSERVATIONS
NAME
RUT, ID, PASSPORT
CUSTOMER’S SIGNATURE