Terms and Conditions
When making a reservation with SERVICIOS TURISTICOS KEYDA MELAIS BOTELLO E.I.R.L. (hereinafter referred to as “South Journeys Travel” and/or the “Agency”) and issuing the travel confirmation, your access to use the service is conditioned upon the acceptance and compliance with the following terms and conditions. By making a reservation with us, you guarantee that you have the authority to accept and agree to these Booking Conditions on behalf of your party.
1. About South Journeys Travel
South Journeys Travel is a Chilean travel agency located at Moneda 812, Office 601, Santiago, Santiago, Chile, and acts as a commercial organization that designs and provides travel packages, products, and services, either its own or from third parties, which may include transportation and accommodation, among others. Consequently, South Journeys Travel acts as an intermediary between service providers and/or tour operators and the end user (hereinafter referred to as “the Client”); informs its clients about the characteristics and/or conditions of the services; manages requests for reservations and purchases; collects the corresponding amounts for the prices of the contracted services and/or products; and assists in finding solutions when a concern or issue arises from the user.
2. Contract for Products and/or Services with South Journeys Travel
When the client contracts a transportation service, transfer, accommodation, travel assistance, vehicle rental, or other tourist services through South Journeys Travel, they must pay the equivalent of the sum of the price or rate of the contracted or purchased service and/or product, plus the service charge. From the total collected, the Agency only retains the charge for its management. The price for the contracted services and/or products belongs to the final providers.
Please note that the prices for transportation, transfers, accommodations, and any other tourist services are determined by the service providers, without intervention from South Journeys Travel. These may vary due to availability or other reasons that depend solely on the final providers. This payment and the issuance of tickets or service orders will be managed accordingly.
It is declared and accepted that if the airline tickets purchased and paid for by the user through the Agency cannot be issued by the Agency due to unavailability due to technical difficulties, fare availability, system failures, or any circumstance beyond the Agency’s control, South Journeys Travel will not be responsible for any damage, loss, or inconvenience that such circumstances may cause to the user or consumer or their companions. In this case, the Agency will proceed to reverse the payment made by the user, including the service charge, and will inform them of the available alternatives.
The Client can reserve services from South Journeys Travel through its official website, by email, or orally (in person at the agency or by phone). It is also possible for the Client to register on behalf of other participants (who will be identified in a list), for whom they assume full contractual responsibility through a separate declaration. The contract becomes effective once the reservation is made. It is understood that the reservation is made once the Client receives a travel confirmation document via email or in paper form from the travel advisor of South Journeys Travel. All communications between the Agency and the Client will preferably be conducted via email, and if this is not possible, by phone.
In all matters not provided for in these terms and conditions, the Consumer Protection Law will apply. (Ley N ° 19496)
3. Reservation and Payment
Reservations must be made by the buyer clearly indicating: Full names of the travelers, ages of children and infants, RUT or passport number, email, and contact phone number. The agency is released from responsibility in case of errors in names and surnames and the costs of reissuing airline tickets, if any. Confirmations will be sent by email. Full payment will be required at the time of service issuance. The values in dollars are for reference with an exchange rate in Chilean pesos which will be updated at the time of confirmation and payment of the reservation. The exchange rate for the products is updated daily, so its value in dollars may vary when consulting on different dates. Payment for packages or services offline with a credit card has an additional surcharge of 2% + VAT on the agency fee, for administrative expenses of the agency. Conditions of air transport are the exclusive responsibility of the respective airlines. All transfers and services mentioned in the programs are on a regular service basis, except for those that indicate otherwise. The last promotional and economical airfares, both domestic and international, are subject to penalties for changes and refunds, including the loss of the ticket. All published programs, circuits, excursions, and promotions are subject to the general conditions and responsibilities established for each of them, by the Airlines, Hotels, and other providers and tour operators involved in their execution.
3.1 For day excursions: 100% of the total trip price must be paid before the tour begins. Thus, the package will only be considered reserved when 100% of the payment has been made.
3.2 For Programs: 100% of the total program price must be paid before the tour begins. Thus, the package will only be considered reserved when 100% of the payment has been made.
3.3 Customized packages: As a general rule, 30% of the total price of the tour package must be paid before the tour begins. This 30% is a non-refundable deposit. In some circumstances (which will depend on the internal provider, and in such cases, South Journeys Travel will inform the Client in advance), this amount may be greater. Consequently, a customized package will only be considered reserved when 30% (or more) of the payment has been made. Note that the remaining 70% of the price (or less) must be paid one month before the start of the tour. In the event that a reservation is made within 10 calendar days before the start of the tour, the Client will pay 100% of the price. Upon receiving the final payment, South Journeys Travel will send the Client all hotel vouchers and other relevant travel documents required for the trip within 72 hours.
3.4 For flight bookings: Note that South Journeys Travel also provides a flight reservation service for a processing fee only for flights that are part of one of its packages. 100% of the total flight price plus the processing fee will be paid when booking said package. If the flight is canceled, the processing fee will not be refunded.
South Journeys Travel will not be responsible for additional expenses incurred by the Client in preparation for the trip (for example, non-refundable airfare, insurance, visa fees, extra baggage, necessary equipment, medical expenses, etc.).
Prices for tour packages are quoted in Chilean pesos (CLP). Upon request, the Client may pay in USD based on the valid exchange rate on the day of payment, which will be verified on the day of payment.
When payment is made in dollars, the daily exchange rate will apply (and therefore, the exchange rate at the time of reservation may be different from that in effect at the time of final payment).
4. Capacity to Acquire Tourist Products and/or Services.
If you are under 18 years old, the law considers you a minor, and therefore, we will need the consent of your parents/guardians regarding your reservation at the time of booking, and you will pay a damage deposit (on the outstanding balance due date) according to the available booking requirements.
5. Payment Methods
Services that are formalized can be paid through:
Bank transfer to the agency’s current account.
The Client assumes all transfer charges indicated by the bank.
Credit card, authorizing the charge for the price and/or fee and the payment of the agency’s intermediary service charge. (If the purchase is made in installments with a credit card, please note that the interests and/or taxes that may arise from installment purchases with a credit card will depend on the conditions agreed upon by the consumer with each bank or card issuer).
Upon payment for the reservation of the offered services, South Journeys Travel will send a travel confirmation invoice and a document with all the details of the tour package.
6. Services and Changes to Services
The services provided by South Journeys Travel are those mentioned in the service description in the travel proposal (custom programs) and on their official website https://southjourneystravel.com/ (predefined programs). Related details will be provided in the travel confirmation document sent once the reservation payment has been made. The details contained in the travel proposal or on the official website are binding for South Journeys Travel.
However, South Journeys Travel reserves the right to declare a change in the details before the travel confirmation is made in cases of force majeure, unforeseen events, or any other unavoidable condition that jeopardizes the safe and smooth implementation of the trip, which will be communicated before the reservation payment.
Once the tour package is booked, necessary changes or deviations made in good faith to the original tourist service mentioned in the agreed content of the travel confirmation (which includes, but is not limited to, hotel substitutions, itinerary modifications, or reversing the order of places to visit) are permitted as long as such changes or deviations are not significant and do not alter the overall plan of the tour.
South Journeys Travel will notify the Client of such changes at least 24 hours before the start of the tour package (except in cases of force majeure and unforeseen events in which case South Journeys Travel must notify the Client as soon as possible). Upon the Client’s request, South Journeys Travel will offer the Client a free change in the reservation or a free cancellation without being liable for resulting damages. If, in South Journeys Travel’s opinion, a significant change to an important service or the total cancellation of the service is made or notified due to circumstances beyond the responsibility of South Journeys Travel or due to force majeure or unforeseen situations, South Journeys Travel will notify the Client as soon as possible without being responsible for a refund.
7. Withdrawal by the Client and changes to the reservation
Withdrawal by the Client and changes to the reservation
Regarding withdrawals, Article 3 bis b) of the Consumer Protection Law is not applicable. The cancellation date is the date on which the company receives notice of the Client’s withdrawal, which must be done in writing (in person or by email). The Client can always withdraw before the start of the tour, keeping in mind that the following administrative fees related to trip cancellations will apply:
7.1 Cancellations
For individual tours: (one-day tours from Santiago)
Individual and group bookings:
48 hours before departure: 0% cancellation fee of the total price 48 < hours before departure: 100% cancellation fee of the total price
Tour packages, customized trips: (Multi-day tours)
Cancellations involve charges from travel and hotel providers that account for the costs and fees incurred when canceling confirmed reservations. Therefore, the fees listed below will apply:
Individual bookings: (between 1 and 6 participants)
60 days before departure: 30% cancellation fee of the total price 59 to 45 days before departure: 50% cancellation fee of the total price 44 < days before departure: 100% cancellation fee of the total price
Group bookings: (from 7 participants or more)
90 days before departure: 30% cancellation fee of the total price 89 to 61 days before departure: 50% cancellation fee of the total price 60 to 45 days before departure: 70% cancellation fee of the total price 44 < days before departure: 100% cancellation fee of the total price
No refund will be provided if you voluntarily abandon your itinerary for any reason after the itinerary has begun.
Note: If the reason for your cancellation is covered by your insurance policy terms, you may claim these charges, and South Journeys Travel will offer reasonable immediate assistance based on the circumstances.
7.2 Reservation Changes
Itinerary changes are possible as long as they are available and do not incur additional costs for South Journeys Travel. Otherwise, the cost of itinerary changes will be borne by the Client.
Unused services: Unfortunately, there is no credit or refund for unused services provided in the cost of your vacation. If you decide to alter your travel arrangements while abroad, it is your responsibility, and we are not liable for any extras or difficulties that may arise with the onward journey as a result of such modifications.
No credit or refund is possible for lost, misplaced, stolen, or destroyed documents that may be subject to a claim on your insurance.
After our confirmation email has been sent for a vacation package provided by South Journeys Travel, if you wish to change your travel arrangements in any way, such as the departure date or selected accommodation, we will do our best to accommodate these changes, but it may not always be possible. Any request for changes must be made in writing by the person who made the booking. You will be asked to pay a reasonable administration fee and any additional costs we incur in making this modification. Please note that these costs could increase the closer it gets to the departure date when changes are made, and you should contact us as soon as possible.
Note: Certain travel arrangements may not be altered after a booking has been made, and any modification request could incur a cancellation fee of up to 100% of that part of the arrangements.
8. Limitation of Liability
It is the Client’s understanding that, due to the nature of the services offered, they may be exposed to dangers and potential hazards, and that participating in the tour packages offered by South Journeys Travel involves the risk of illness, property damage, personal injury, and loss of life.
KEYDA MELAIS BOTELLO E.I.R.L. is not responsible for fortuitous events, equipment failures, vehicle accidents, food-related illnesses or others, detentions, assaults, thefts or criminal activities, inconveniences, delays, quarantines, strikes, failures in the arrival of any means of transportation or departure as scheduled, civil disturbances, terrorism, government restrictions or regulations, and discrepancies or changes in transit or hotel services over which they have no control.
I understand and accept that South Journeys Travel may make reasonable changes to the itinerary when they deem it necessary for the comfort and well-being of the passengers. They reserve the right to substitute hotels, alter the itinerary, and change the order of the places to be visited.
9. Insurance
South Journey Travel assumes that the Client is aware of the risks and dangers of participating in the tour packages. A medical certificate regarding the Client’s health status (certifying that the Client is physically qualified to be accepted on the trip) will be required before the start of the tour. If such a certificate is not provided by the Client, he/she expressly waives the liability of South Journey Travel, as the company will not be responsible for any medical illness arising from medical conditions not disclosed by the Client.
In order to prevent unforeseen (and costly) medical emergencies, South Journey Travel strongly recommends obtaining travel insurance suitable for the Client’s tour package. This insurance should include at least coverage for personal accident and medical expenses (ideally, provision for air ambulance if necessary) incurred during the package. South Journey Travel is not responsible for any lack of insurance on your behalf.
10. Policy Regarding Abuse and Sexual Harassment
South Journey Travel is against any form of discrimination, especially those based on age, race, color, religion, national origin, marital status, disability, and gender. The Agency expressly condemns behaviors that endorse or incite discrimination. It also rejects any form of sexual harassment or child sexual abuse occurring during the trips. In the case of children under 18 years old participating in the trip, a letter of explicit consent must be completed by the accompanying adult. South Journey Travel also requires a legal document that verifies the relationship between the child and the adults.
11. Obligation to Cooperate
The Client is responsible for being in good health to participate in the selected trip and for wearing appropriate clothing and equipment as recommended by South Journey Travel, attending to their personal hygiene, acting appropriately and respectfully according to local customs, and completing the itinerary as scheduled (or adjusted if applicable). The Client must cooperate in the event of service interruptions in order to avoid any harm or minimize it. He/She should inform the local tour guide immediately about any complaints they may have.
12. Ineffectiveness of individual regulations
The invalidity or unenforceability of any clause of this Agreement shall not affect the validity or enforceability of any other provision. Any invalid or unenforceable provision shall be deemed severed from this Agreement to the extent of its invalidity or unenforceability, and this Agreement shall be interpreted and enforced as if it did not contain that specific provision to the extent of its invalidity or unenforceability.
13. Privacy and Personal Data Protection
South Journey Travel uses cookies (small text files placed on the computer) to collect information about how visitors use the website and what the Customer’s preferences are. You can accept or reject their use, but most web browsers automatically accept them (however, it is usually possible to modify the settings to refuse the use of cookies). Please note that cookies do not give South Journey Travel access to the Customer’s computer or any personal information about them other than what they choose to share with them (South Journey Travel does not collect personal data when using cookies).
South Journey Travel is expressly authorized under Article 4 of the Personal Data Protection Act (Law No. 19,628) to collect and process the Customer’s personal data in order to manage the relationship between South Journey Travel and the Customer before, during, and after the tourism activity, manage accommodation and travel bookings, transmit their personal data in relation to bank accounts and/or credit cards to final service providers, process their personal data for marketing operations, promote brands, and better understand the Customer’s requirements and desires, manage claims and/or complaints, manage data internally to create lists of customers who have behaved inappropriately during tourism packages, tailor South Journey Travel’s products and services to better meet the Customer’s requirements, and inform the Customer about special offers and new services created by South Journey Travel.
That said, the Customer’s personal data is considered confidential and, therefore, will not be disclosed to any third party, except to our provider(s) and, only if required by law, to the relevant authorities.
By accepting these terms, the Customer exclusively authorizes South Journey Travel to use their image, name, likeness, and/or voice in advertising or promotional materials related to the company in Chile without any compensation. This authorization is perpetual and includes the right for South Journey Travel to freely use any and/or all photographic and film images (including the use of voice rights) for use on the Internet and social media websites, including, but not limited to, Facebook, Twitter, YouTube, and Instagram, as well as any type of advertising and graphic material, including any photographs, recordings, videos, films, drawings, or representations. The Customer acknowledges that they understand that there is no compensation regarding the aforementioned authorization.
14. Passport, Visa, and Immigration Requirements
Passport and visa requirements, as well as other immigration requirements, are your responsibility, and you must confirm them with the relevant Embassies and/or Consulates. It is your responsibility to ensure that you and all members of your group possess all necessary travel and health documents and meet any other immigration requirements before traveling.
15. Specific to Easter Island
Travelers must complete a Unique Entry Form (FUI) 24 hours before boarding and will be subject to a 5-day COVID-19 monitoring protocol via phone, email, or in person. Any costs (air tickets, accommodation, transfers, etc.) or losses incurred as a result of travel denial or being subject to quarantine are the sole responsibility of the traveler. No refunds will be issued for accommodation or services on Easter Island that are lost due to a positive PCR test. All extra services related to COVID-19 hiring must be paid additionally by the passenger.