Terms of Service
You, as a consumer, have the right to be informed about the documentation that could be needed to carry out your trip according to plan. Verify ahead of time if a passport, visa, vaccines, permission for minors or other documentation is required, whether it be to enter Chile or any other country you pass through in your travels. If one of these is required and you do not possess it, complete the necessary steps to obtain it with anticipation.
1) GENERAL INFORMATION:
Outdoor Index is an online excursion company that is contracted for the service of intermediation between local tour agencies and tourists who make use of the Outdoor Index web platform. We inform about the products that the tour providers offer, specifying their characteristics or conditions, carry out reservation and purchase requests, collect the values corresponding to the prices and we mediate in the case of doubts or in the search for solutions when a concern or inconvenience is presented. The tour providers (Tour Agencies) are who finally carry out the purchased product or service for the consumer on the www.outdoorindex.cl platform.
2) PAYMENT AND COMMISSIONS:
When you contract a service through our agency, Outdoor Index, you must pay the equivalent to the sum of the price or fee of the tour service, plus relevant taxes on the use of a credit card (as apply). From this payment, collected by Outdoor Index, our agency retains the value corresponding to the service of intermediation (% agreed upon with the agency) and the tax of the credit card transaction. Of the rest of the money, 25% is transferred to the providers to generate reservations. The remaining total will be transferred to the providers after 30 days. It is important that prior to accepting the transaction, you pay close attention and carefully read the information regarding the valid pricing and cancellation or change policies described in each excursion or tour service offered on Outdoor Index, prior to instructing us to proceed with your purchase.
3) PAYMENT METHODS:
Outdoor Index uses two payment options validated internationally PayPal and PayU. These will appear before your purchase request. When the consumer fills in data for their account or card and accepts the operation, then he/she authorizes the charge in the amount of the price and/or fee, the payment of the charge for our service and the charge for the use of the credit or debit card. If you make a payment in quotes, keep in mind: the charge for our service and the related tax on the use of the credit card is applied in the first quote; the interests, taxes, commissions or other charges that may generate purchases in quotes through credit cards will depend on the conditions that the consumer has agreed upon with each bank or credit broker. We recommend that the consumer becomes informed of the conditions of use and of the interest associated with his/her credit card before making a payment in quotes.
The quotes related to the use of the credit card will vary according to the type: If you use PayU will be charged, 4,95% + 151 (chilean pesos) for the transaction, and 5.4% + $0.30USD if you purchase via PayPal.
4) PURCHASE / RESERVATION PROCESS:
The process begins with the purchase generated by the user from our website. Validated the purchase (in our payment systems) the user will receive in his email the confirmation of the purchase and a pdf file with his Voucher. In this will be detailed all the information about te product and the data of the local tourism agency will be attached. In case of any inconvenience our customer service team will contact the tourist.
5) ANNULMENT OR CANCELLATION:
Our cancellation system is formed based on percentages between the day of purchase and the initial day of the reservation. The first quarter of the time immediately following the purchase, you are entitled to a 100% reimbursement *. During the second quarter you receive a reimbursement of 75% and in the third quarter a 50% reimbursement. During the last 45 days prior to the day of the reservation, you are not eligible for any reimbursement. It is important before making a transaction to pay strict attention and read carefully the information regarding valid pricing and cancellation or change policies described in each excursion or tour service offered on Outdoor Index, before instructing us to proceed with your purchase.
Example 1: A purchase was made with 3 months anticipation (90 days). From day 90 until day 75, you have the right to a 100% refund. From day 74 until 60 you have the right to a 75% refund. From day 60 to 45 you have the right to a 50% refund. From day 45 until the day of the reservation, you receive 0% refund.
Any purchase made within 45 days before the initial day of the reservation must be cancelled or annulled within the first 24 hours (following the purchase) to receive 100% of the refund *. Beyond that time frame the reservation is considered made.
* 20% of the final purchase price is used to generate the reservation. This 20% is non-refundable, along with the 15% Outdoor Index mediation commission. Therefore, refunds will be 65% of the original purchase price.
* In the case of annulment or cancellation of confirmed reservations, the charge for the service of intermediation and the tax paid for the bank transfer are not subject to refund, being that they correspond to actual rendered services, which is different from the service contracted with the final provider.
In the case that the minimum persons required for an excursion is not met, the client will have the right to: a complete refund of the cost of the paid trip; the option to take another trip of the same value or the option of a trip of higher value, paying the difference.
Any change of date must be made 45 days in advance. After this time, no change will be allowed. No refunds will not be carried out due to “Overwhelming Force”, this is a phenomenon, out of the control of Outdoor Index, such as war, protests, terrorist activity, natural disasters, climatic conditions, fires, environmental emergencies, modifications in air, sea, or land travel, etc.
* The previous statement applies to all products and activities as long as the contrary is not stated in the description of the products in the “policy” item.
All cancellation requests and eventual refund requests must be directed in writing to the email address firstname.lastname@example.org. Outdoor Index will mediate between the consumer and the service provider with the objective of evaluating the governing terms in the cases of annulments or cancellations.
5.1) CANCELLATIONS BY COVID-19:
In the event of a resurgence due to COVID-19, which implies the closure of borders; closure of the Torres del Paine National Park, national quarantine or the client is infected with COVID-19 (presenting the proper medical certificate that accredits it), outside the established cancellation deadlines, Outdoor Index offers to reschedule the date of the reservation at no cost to a stay until April 2023.
5.2) BOOKING CHANGES:
It can be rescheduled at no cost with the option to change the date of stay until April 2023 or cancel a reservation up to 45 days before the check-in date, Individuals and Groups. All changes to reservations, outside the cancellation and payment deadlines, that generate a value lower than the original price, will not be refundable. If the reservation change was a higher value than the original price, this price difference must be paid.
5.3) NO SHOW:
Check-in is at 3:00 p.m. and check-out at 9:30 a.m. Guests must present themselves at the accommodations before 9:00 p.m. on the date indicated in the reservation. If you do not show up at the indicated time, Outdoor Index reserves the right to charge 100% of the value of the reservation, due to No Show, in addition, the reservation can be made available for sale again.
The consumer will be able to send a claim to the email email@example.com. It is recommended to attach immediately a copy of supporting documentation, explaining what occurred and formulating in clear and simple terms the desired solution. In this way, we will be able to revise your case in a fast and efficient way. Outdoor Index will analyze the claim and give a response to the same email address of the consumer within a time frame of 7 working days to confirm the receipt of the claim and documentation. In the case of requiring a longer time frame to compile supporting documents or more information, the consumer will be informed, specifying the additional time needed. The purpose of Outdoor Index is to exercise the service of intermediary between the parties with the objective of resolving as quickly as possible any problem or general concern regarding any of the products or services contracted through the www.outdoorindex.cl web platform.
7) INFORMATION ON THE WEBSITE:
All texts and images loaded onto the website will be carefully reviewed by Outdoor Index staff to ensure they complete our standards. Photos with poor resolution, collages, watermarks, filters, texts, or that are dark, blurry, black and white, with people posing etc will not be permitted. It is prohibited to have texts with direct links or appear to have direct links to company websites (names, websites, emails etc) that bypass the commercial structure put forth by Outdoor Index. Outdoor Index reserves the right to modify or eliminate information loaded onto the platform that does not meet the requirements set forth.