Valdivia Tours policies

Last updated: October 2026

• Cancellations and refunds
• Cookie policy
• Safety and risk management
• Use of image (photos and videos)
• Minors and responsible adults
• Study trip conditions
• Traveling with pets
• Passenger code of conduct
• Complaints and customer service
• Responsible tourism and sustainability
• Luggage and what to bring
• Information for foreign tourists
• Transfers and airport shuttles
• Payments and invoicing
• Right of withdrawal
• Liability and insurance by activity
• Operator details
• Prices and discounts
• Reviews and testimonials

Cancellations and refunds

1. Rescheduling and cancellation by you

• 48 hours or more in advance: free rescheduling or refund.
• Between 48 and 24 hours before: a charge of 20% of the tour price may apply.
• Less than 24 hours before, or if you do not show up without notice: no right to a refund or rescheduling.

2. Cancellation or changes by us

If we cancel, or if the tour cannot take place because of weather or safety conditions, we offer free rescheduling or a full refund.

3. Group tours without the minimum

Group tours require a minimum of 4 people. If it is not reached, we offer to reschedule or to run the tour as a private one.

4. How to request a cancellation or refund

Write to us on WhatsApp at +56 9 9308 4543 with your name, tour date and payment method. We reply promptly and confirm in writing. Refunds are made by the same payment method or by transfer, within a maximum of 10 business days from when we confirm the refund. The credit to your card may take a few more days depending on the bank or Webpay.

5. Deposits and balances

On land tours the booking is confirmed with a 20% deposit and the balance is paid on the day of the tour. Boat trips are paid in full when booking. Transport and boats are confirmed with a 20% deposit of the quoted price. This policy applies to all of them.

6. Your rights as a consumer

This policy does not limit the rights granted to you by Chilean Law No. 19,496 on consumer protection. If you bought online, the right of withdrawal may have exceptions for services with a set date, such as tours.

Cookie policy

1. What cookies are

Small files that the site stores on your device so it can work or to understand how it is used.

2. Cookies we use

• Necessary: they store your cart, language and currency so the site works. They do not require your consent.
• Measurement (Google Analytics): they count visits, page views and device. They are only activated if you accept them.
• Advertising (Google Ads): they measure which ads brought you to the site. They are only activated if you accept them.

3. How to change your decision

When you enter the site we ask whether you accept or reject measurement and advertising cookies. Until you accept, they are not activated. You can change your decision at any time with the "Configure cookies" link at the bottom of the page, or by deleting cookies from your browser.

4. Third parties

Google LLC processes Analytics and Ads data, partly outside Chile. Each provider has its own privacy policy. More details in our Privacy policy.

Safety and risk management

1. Our commitment

Your safety comes first. We plan every departure considering the weather, the condition of the road or river, the type of group, and the capacity of vehicles and boats.

2. Boats

• The authorized capacity of each boat is never exceeded.
• Life jackets are available for all passengers and their use is explained before departure.
• If navigation conditions are not safe, the trip is rescheduled at no cost.

3. Vehicles

We operate with buses, minibuses and vans (our own and those of partners) and coordinate pick-up and schedules directly with each passenger.

4. Activities with external operators

Rafting, canyoning, canopy and similar activities are carried out with certified operators, under collaboration agreements and subject to their own safety conditions. In these activities the operator's instructions and requirements also apply.

5. Insurance

All the vehicles we operate have valid mandatory personal accident insurance (SOAP). For each service we state what other insurance coverage applies. Ask us on WhatsApp if you need the details. We recommend having your own travel or accident insurance.

6. What you can do

• Tell us when booking if you have any medical condition, reduced mobility or dietary restriction.
• Follow the instructions of guides and crew.
• Wear clothing and footwear suitable for the activity.

7. Emergencies

If an incident occurs during the tour, the guide coordinates assistance and notifies the appropriate emergency services.

Use of image (photos and videos)

1. What we record

During tours we may take photos and videos of the landscapes, activities and groups to showcase our services on the site and on social media.

2. Your choice

If you prefer not to appear, tell your guide or write to us on WhatsApp and we will respect that. If we have already published an image of you and you want us to remove it, write to us with the tour date and we will remove it promptly.

3. Children and teenagers

We protect the image of minors: we blur their faces in the material we publish.

4. Commercial use

We do not sell your images to third parties or use them for any purpose other than promoting Valdivia Tours.

5. Your photos

If you share your photos or videos with us, you authorize us to use them for those same purposes, provided you tell us so. You can withdraw that authorization whenever you wish.

Minors and responsible adults

1. Who can travel

Children and teenagers can take part in most of our tours, according to the conditions of each activity. Tell us the age of minors when booking so we can confirm whether the tour is suitable.

2. Accompaniment

• Minors travel accompanied by a responsible adult.
• The responsible adult must be present throughout the activity and follow the instructions of guides and crew.
• For activities with age or weight restrictions (for example, rafting or canopy), the operator's requirements apply.

3. Alcohol

The sale and consumption of alcohol to anyone under 18 is prohibited. Children and teenagers can join the beer tour and taste kombucha.

4. Safety

On boats, minors wear a life jacket in their size. If you need a car seat or booster for a vehicle, let us know in advance.

5. Image

We blur the faces of minors in the photos and videos we publish.

6. Prevention of the sexual exploitation of children and adolescents

At Valdivia Tours we reject the commercial sexual exploitation of children and adolescents (CSEC), child labor and human trafficking. We do not take part in, facilitate or tolerate these practices in any of our services.

• Our whole team (guides, drivers and coordinators) knows this policy and is trained in its prevention.
• We ask our providers (accommodation, transport, restaurants and operators) to adhere to this commitment. Failing to do so is grounds for ending the business relationship.
• On study trips and outings with minors, staff are never alone with minors and there is always an identified responsible adult.
• If anything suspicious happens, we protect the person affected, inform the company management and report to Carabineros (133), PDI (134) or Fono Niños (147).

Study trip conditions

1. Registration, quote and payments

Each trip is quoted according to the destination, number of students, dates and means of transport (plane or bus). The quote states what is included and what is not, and is sent in writing. The published itinerary is a starting point: it is adjusted together with the school or class.

2. Guardian authorization

Underage students travel only with the written authorization of their guardian or legal tutor. Without that authorization we cannot include them in the trip.

3. Documents for international destinations

Each passenger is responsible for carrying a valid travel document (ID card or passport, depending on the destination). For minors leaving the country, a notarized exit permit and other documents may be required. We tell you what is needed when quoting, and confirming it with the authorities before traveling is each family's responsibility.

4. Coordination and supervision

Each trip is organized with a responsible adult from the school or group and with coordination by our team. The supervision and accompaniment conditions are stated in the quote.

5. Conduct and group rules

Study trips are outings designed for students. For that reason they do not include activities with alcohol, and the consumption of alcohol or illicit substances is not allowed during the trip. The passenger code of conduct also applies. If a participant puts the group at risk, the responsible adult and our team may decide on measures, including suspending their participation.

6. Itinerary changes

Weather, the condition of roads or border crossings, flight and bus schedules, and the availability of attractions may force changes to the order or content of the itinerary. When that happens, we will look for an equivalent alternative and let you know.

7. Cancellations and group changes

If the group cancels, the conditions of the quote apply, which may include charges for services already contracted (tickets, accommodation, transport). The general cancellation rules are in the "Cancellations and refunds" section.

8. Insurance and emergencies

We tell you which insurance or medical coverage applies to each destination when quoting. For emergencies, what is stated in the "Safety and risk management" section applies.

9. Contact

To get a quote or resolve questions about a study trip, write to us on WhatsApp at +56 9 9308 4543.

Traveling with pets

1. Welcome with prior notice

Some services and tours allow you to travel with your pet. Tell us when booking, stating the type of animal, size and number, so we can confirm whether it is possible.

2. General conditions

• The pet must be on a leash or in a carrier, depending on the vehicle.
• It must be healthy, with up-to-date vaccinations, and calm around people and other animals.
• The traveler is responsible for their pet's behavior and for picking up its waste.
• Bring water and whatever is needed for its comfort.

3. Where it is not possible

Some activities, national parks, reserves and boats do not allow animals. We tell you in each case what options there are.

4. Safety

If the pet puts the safety or comfort of the group at risk, we may ask that it not continue in the activity.

Passenger code of conduct

1. Respect

We expect respectful treatment toward guides, drivers, crew, other passengers and the communities we visit. We do not tolerate discrimination, harassment or violence.

2. Punctuality and safety

• Be on time at the agreed meeting point.
• Follow the instructions of guides and crew.
• Use the safety equipment indicated (seat belt, life jacket, helmet).

3. Alcohol and drugs

Boarding vehicles or boats under the influence of drugs, or with an alcohol level that puts safety at risk, is not allowed. Alcohol is prohibited for anyone under 18.

4. Caring for the environment

Do not leave trash, do not take plants or animals, and respect trails and protected areas.

5. Right to refuse service

For safety, we may refuse to start or continue a service if this code is not followed, with no right to a refund in case of serious breach.

Complaints and customer service

1. How to contact us

WhatsApp +56 9 9308 4543 · Av. Arturo Prat & Libertad, Valdivia. We handle inquiries, bookings and complaints through this channel.

2. How to file a complaint

Write to us telling us what happened, the date of the service, your name and what solution you expect. If you have photos or receipts, attach them.

3. Response time

We confirm receipt of your complaint and reply promptly, within a maximum of 5 business days.

4. Your opinion helps us improve

After each service we send you a short satisfaction survey. We review the answers and complaints regularly to improve our tours.

5. If it is not resolved

You can go to the National Consumer Service (SERNAC) and the competent courts, in accordance with Chilean Law No. 19,496.

Responsible tourism and sustainability

1. We care for what we show

Southern Chile is our home. Since 2012 we have operated aiming to keep the forests, rivers and wetlands as we know them, including the Cruces River wetland (Ramsar site) that we pass through on our boat trips, the Valdivian Coastal Reserve and Huilo Huilo. This commitment covers the environmental, social and economic aspects.

2. Commitments to the environment

• Leave no trace: we take our trash back with us.
• Respect wildlife and never feed it.
• Stay on trails and authorized areas.
• Tell passengers how to care for each place.
• Measure fuel, electricity and water use every month and set yearly targets to reduce it.
• Reduce emissions through preventive fleet maintenance, efficient routes and good occupancy on each departure.
• Sort and recycle waste, and avoid single-use plastics on our tours.

3. Commitments to the community

• Prioritize local guides and buy from providers, entrepreneurs and businesses in the Los Ríos Region.
• Include local families and communities in our programs, as in Chaihuín and Neltume.
• Promote respect for Mapuche culture and the heritage of Valdivia, with accurate information.
• Offer employment under fair conditions and train our team in service, safety and sustainability.
• Reject every form of exploitation of people, as set out in our minors policy.

4. We invite you to join

• Bring a reusable bottle.
• Do not take plants, stones or shells.
• Use sunscreen and repellent that do not harm the environment.

5. Continuous improvement

We review this policy once a year together with its targets, share it with our team and providers, and listen to your suggestions. Person in charge: Diego Alejandro Baeza Sepúlveda.

Luggage and what to bring

1. Luggage on transfers

Tell us when booking how many suitcases and packages you carry so we can confirm space in the vehicle. Large luggage may require a suitable vehicle.

2. What to bring on a tour

• Layered clothing and a waterproof jacket: the weather in the south changes quickly.
• Comfortable walking shoes.
• Sunscreen, a hat and a water bottle.
• Your ID document.
• For specific tours (hot springs, kayak, rafting) we tell you in the itinerary what to bring.

3. Valuables

Each passenger looks after their belongings. We recommend not bringing unnecessary valuables.

Information for foreign tourists

1. Documents

Carry your valid passport or ID document on all tours. In Chile it may be required to enter some parks and reserves.

2. Travel insurance

We recommend having travel insurance that covers health and accidents during your stay.

3. Language and service

Our site is available in Spanish, English, Portuguese, German, Chinese and Italian. To arrange your tours, write to us on WhatsApp.

4. Currency and payments

Prices are shown in Chilean pesos and you can see them converted to other currencies for reference. We accept card payment through Webpay (Transbank), transfer and cash.

5. Weather and clothing

Depending on the time of year, southern Chile can be rainy and cold. Check what to bring in the luggage policy.

Transfers and airport shuttles

1. Available services

• Shared Pichoy ⇄ Valdivia: every day, CLP $5,000 per person.
• Shared Temuco Airport ⇄ Pucón or Villarrica: CLP $15,000 per person.
• Private by car (1 to 3 passengers) or transfer/van (4 to 14 passengers): the total is shown in the quote tool before you book.

2. How to book

Book online by choosing the route, the date and the number of passengers. Bookings are made at least 24 hours in advance; for closer departures, message us on +56 9 9308 4543. Please tell us your flight number and arrival or departure time.

3. Luggage

Each passenger carries one hand bag or backpack at no cost. On shared services, each large bag costs an additional CLP $5,000. On private services, tell us when booking how many suitcases and bags you carry so we can confirm space in the vehicle.

4. Flight delays and waiting

If your flight is delayed or changes, tell us on +56 9 9308 4543 and we will coordinate the transfer. We confirm the waiting time when you book. If you do not show up at the meeting point and do not let us know, no refund applies.

5. Meeting point and children

At the airport we wait for you at the arrivals exit. In the city, we pick you up at your accommodation within the urban area; outside it, please ask us. If you travel with young children, let us know so we can arrange a child seat or booster.

6. Changes and cancellations

The same rescheduling and cancellation rules apply as in the Cancellations and refunds section.

Payments and invoicing

1. Payment methods

We accept cards through Transbank (Webpay), bank transfer, cash and purchase orders from institutions through Mercado Público. Your card details are processed by Transbank; we do not store them.

2. Deposits and balance

On land tours, the booking is confirmed with a 20% deposit and the balance is paid on the day of departure. Fixed-price transfer services are paid when booking, unless we agree otherwise in writing.

3. Currency

Prices are published in Chilean pesos (CLP). Conversions to other currencies are for reference only.

4. Receipt and invoice

We issue a receipt (boleta) or an invoice (factura), as applicable. For an invoice, send us before the service your RUT or tax ID, company name, business activity, address and email. The details for paying by bank transfer are sent to you on +56 9 9308 4543 or by email when we coordinate the booking.

5. Refunds

When a refund is due, we make it to the same payment method or by bank transfer, within a maximum of 10 business days from when we confirm it. The credit to your card may take a few more days depending on your bank or issuer.

Right of withdrawal

In Chile, Law No. 19,496 on Consumer Rights Protection provides that the 10-day right of withdrawal generally does not apply to tourism and transport services that must be provided on a specific date or period.

For this reason, bookings of tours and transfers with a set date have no withdrawal right, but they are governed by the rescheduling and cancellation rules in the Cancellations and refunds section.

If we cancel, or the service cannot take place because of weather or safety, we offer free rescheduling or a full refund.

None of this limits your inalienable rights as a consumer. If you have questions, message us on +56 9 9308 4543 and, if you are not satisfied, you can go to SERNAC, the consumer protection agency.

Liability and insurance by activity

1. Cruises and catamaran

We never exceed the authorized capacity of the vessel and there are life jackets for all passengers. Follow the crew's instructions.

2. Kayak and SUP

A life jacket is mandatory. It is advisable to know how to swim and to tell us if you have any medical condition. Departures depend on the weather and the water level.

3. Rafting, canopy and other adventure activities

These are run by certified operators under their own safety, equipment and insurance conditions. The operator may require a minimum age, weight or physical condition and a health declaration, and may suspend or refuse the activity if they are not met.

4. Hot springs and hikes

Bring water, suitable footwear and sun protection. If you have a medical condition, tell us before booking so we can advise you.

5. Insurance

External operators hold the insurance required for each activity. We recommend buying travel insurance with medical and accident coverage. We tell you what each service includes when we quote.

6. Your responsibility

Follow the instructions of guides and operators, report any restriction in time and do not take part in activities you are not fit for.

Operator details

Valdivia Tours is a travel agency and tour operator based in Valdivia, Los Ríos Region, Chile.

Owner: Diego Alejandro Baeza Sepúlveda.

• Address: Av. Arturo Prat & Libertad, Valdivia.
• WhatsApp: +56 9 9308 4543
• Website: valdiviatours.cl
• Service languages: Spanish, English, Portuguese, German, Italian and Chinese.

Registered in Sernatur's National Registry of Tourism Service Providers. We send you the tax details for an invoice on WhatsApp or by email when we coordinate payment.

Prices and discounts

1. How prices are shown

All prices are in Chilean pesos (CLP) and indicate whether they are per person or per vehicle. The price shown is the one confirmed when you book.

2. Discounts

Published discounts, for example 10% on group tours and 15% on private tours, apply to the prices indicated for each tour and may change by season. The discount in force when you book is the one we honor.

3. Transfers

For private transfers, the price is calculated by route and shown as a total before you book. For shared transfers, the price is per person plus large bags, if any.

4. Price changes

We may update prices without prior notice. Bookings already confirmed keep the agreed price.

5. What is not included

Entrance fees, meals, drinks and personal expenses that are not included are stated for each service.

Reviews and testimonials

We publish real customer comments, taken from platforms such as Google and TripAdvisor or sent directly to our team.

• We do not invent reviews or pay for positive comments.
• We only fix spelling or shorten a text, without changing its meaning.
• If you want us to remove or edit your comment, message us on +56 9 9308 4543.
• We reply respectfully to negative reviews and try to resolve each case.

Contact

Valdivia Tours · Av. Arturo Prat & Libertad, Valdivia · WhatsApp +56 9 9308 4543 · valdiviatours.cl