Reservation, Cancellation and Refund Policy

 

Reservation, Cancellation and Refund Policy

Reservation and Cancellation Policy:

The Istalla Trek Tour Operator and the tourist may terminate the contract and stop providing the service, in the following cases:

  • When the tourist conducts himself/herself in a reckless manner during the provision of the service;
  • When the tourist does not comply with the necessary conditions for the development of the activity (presentation of required legal documentation, vaccination, among others);
  • By decision of the Competent Body (Regional Directorates of Foreign Trade and Tourism of the Regional Governments) or by climatic changes that jeopardize the safety of tourists;
  • When the tourist or the specialized personnel for the provision of the service on behalf of the Tour Operator Istalla Trek is presented in an evident state of drunkenness or with signs of having consumed toxic substances that limit their ability or may affect the rest of the passenger or members of Istalla Trek;
  • When the tourist has not been provided with truthful information on the conditions necessary for the development of the activity or has not been provided with the necessary equipment;
  • When the Istalla Trek Tour Operator intends to develop the activities in a place not authorized by the Competent Bodies, which exposes the integrity of the tourists;
  • For inadequate conduct of the specialized personnel hired for the provision of the service by the Istalla Trek Tour Operator.

Reservations:

  • To make a reservation with Istalla Trek, a non-refundable deposit of 20% of the total cost of the tour package is required.
  • The remaining balance must be paid at least 30 days prior to the trip start date.
  • Reservations are subject to availability and can be confirmed upon receipt of the initial deposit.

Cancellations:

Cancellations made more than 30 days prior to the start of the trip may receive a full refund, excluding the initial deposit.

Cancellations made between 30 and 7 days prior to the start of the trip will receive a 50% refund of the total amount of the trip, excluding the initial deposit.

Cancellations made within 7 days prior to the start of the trip will not be eligible for reimbursement.

Istalla Trek reserves the right to cancel a trip in case of unforeseen circumstances or extreme weather conditions. In such cases, a full refund or the possibility of rescheduling the trip without penalty will be offered.

Refunds:

  • Refunds will be processed within 14 days of the cancellation request, unless otherwise specified.
  • Refunds will be made to the same method of payment used to make the reservation.
  • No refunds will be made for services not used during the trip.