Cancellation Policy

Trancas Experiences

Last updated: February 27, 2026

1. Scope

This Cancellation Policy regulates the conditions applicable to the modification, cancellation, and refund of transportation services and experience coordination services booked with Trancas Experiences.

Confirmation of a booking implies full acceptance of this policy.

2. Booking Confirmation

A booking is considered confirmed only when:

• The client receives written confirmation, and
• The agreed advance payment has been made.

The advance payment serves as a guarantee to block the date and secure operational availability.

3. Cancellation by the Client – Transportation

Cancellations must be requested in writing, either by email or another formal communication channel.

Applicable refunds:

• 72 hours or more before the service:
  50% refund of the amount paid.

• Less than 24 hours before the service:
  No refund applies.

4. Cancellation During High Season

During periods of high demand, such as winter season, holidays, long weekends, or special dates, more restrictive conditions may apply. These conditions will be informed at the time of booking.

During high season, cancellations made less than 72 hours before the service may be non-refundable.

5. No Show

A “No-Show” occurs when the client:

• Does not arrive at the agreed meeting point.
• Does not respond to reasonable communication attempts.
• Arrives more than 30 minutes late without prior notice.

In these cases, no refund will be issued.

6. Flight Delays

In the event of a flight delay:

• The client must inform Trancas Experiences in a timely manner.
• We will attempt to reschedule the service, subject to availability.

If the delay exceeds a reasonable waiting time and affects the operation, an additional charge may be required.

7. Cancellation Due to Weather Conditions

In the event of:

• Road closures ordered by authorities.
• Weather conditions that prevent safe circulation.
• Force majeure situations.

Trancas Experiences may:

• Reschedule the service without penalty.
• Issue a proportional refund if rescheduling is not possible.

It shall not be considered a breach of contract when the cause is beyond the provider’s control.

8. Cancellation of Experiences Coordinated with Third Parties

When the service includes activities operated by third-party providers:

• The cancellation policies of the corresponding provider may also apply.
• Trancas Experiences acts as a logistics intermediary.

In these cases, the refund will depend on the conditions established by the external provider.

9. Refunds

Refunds, when applicable:

• Will be processed through the same payment method.
• May take between 5 and 15 business days, depending on the payment processor.
• Do not include bank fees or international transfer costs, when applicable.

10. Date Modifications

Date modifications may be made without penalty when:

• They are requested at least 48 hours in advance.
• Operational availability exists.

Otherwise, a fare difference or penalty may apply.

11. Right to Suspend the Service

Trancas Experiences reserves the right to cancel a service if:

• The passenger fails to comply with safety rules.
• There are risks for the driver or third parties.
• Conditions arise that compromise operational safety.

In such cases, no refund will be issued if the cause is attributable to the client.

12. Jurisdiction

This policy is governed by the laws of the Republic of Chile.