Frequently Asked Questions

Good customer service is important.

What is the fastest way to contact you?

If you need to contact us for any reason, the fastest way is by phone:

Landline Phone: +54-294-4421355
Cell Phone: +549-294-4957959 (at this number it is also possible to call by whatsapp).

I'm sick, I can't go on the field trip, what do I do?

In case you do not feel well enough to participate in the activities you have booked, we ask you to notify our customer service lines as soon as possible so that we can notify the company providing the service. We will request a medical certificate as a backup, please note that the terms mentioned in the travel contract (Terms and Conditions).

I can't perform the service I booked, what do I do?

In the event that you are unable to participate in the activities you have booked, we ask that you notify our customer service lines as soon as possible so that we can notify the company providing the service. In all cases the terms mentioned in the travel contract apply, Terms and Conditions.

CANCELLATION POLICY WITH PRIOR NOTICEIn case of cancellation of the services by the user, they will be governed by the following conditions:

A full refund will be made up to 24 hours prior to the start time of the service.
Up to 5:00 p.m. on the day prior to the date of service, the full 50% of the service will be refunded.
No refunds or reimbursements will be made after 5:00 p.m. on the day prior to the date of service.

IMPORTANT: IF YOU DO NOT SHOW UP FOR THE EXCURSION AND HAVE NOT GIVEN US PRIOR NOTICE, NO REFUNDS OR EXCHANGES WILL BE APPLIED.

In order for cancellations to be accepted, they must meet the following requirements:

Notice in reliable form by telephone,
Complete the digital form by doing the following click here

Can the tours I booked be cancelled due to weather conditions?

Most of the excursions we offer are not cancelled due to weather conditions. Rain, wind and snow are frequent in Patagonia, that is why the activities can be carried out in almost any weather, depending on the decision made by the service provider.

I misplaced an item during the excursion, how can I get it back?

How can I book a service?

The steps are as follows:

Choose an activity of your interest, select the number of passengers, select the estimated date of travel.
Enter a contact email, a phone number and confirm your reservation.
Make the payment on line by the chosen means (you have the option of a partial payment as a deposit and then cancel it at the agency), once confirmed, you will receive your reservation voucher by e-mail.

How do I know that my reservation is confirmed?

The reservation is confirmed at the moment the payment is made, and you will receive a confirmation email. In case you have made a partial payment, a reservation request is generated and the reservation is confirmed at the moment the total payment is made at the agency prior to the excursion.

I want a trip for tomorrow and the website doesn't give me availability, what do I do?

To book on the spot we invite you to call our contact lines and we will manage the reservation by that means.

How can I make a modification to my reservation?

In order to make any kind of change in your reservation it is essential that you contact our customer service department. Once you communicate your needs to us, our staff will do everything possible to fulfill your request. Changes can be made up to 24 hours before your excursion.

What language are the excursions in?

We are a large group, how do I make my reservation?

In the case of large groups, it is advisable to contact customer service in order to meet the needs of the group.

What are the accepted payment methods?

To make the reservation you can make transfers or deposits, with credit or debit card, and with Paypal or Mercado Pago.

You can also choose the option of paying cash at destination but you will need to pay a deposit through the website.

For excursions, do you look for me where I am staying?

Most of the time it is possible to look for you at your lodging, but there are some cases in which we cannot do it (either because the lodging is difficult to access for vehicles or it is out of the established search radius) for this reason at the moment of confirming the reservation we will ask you for your lodging place and we will coordinate the closest possible meeting point, it can be the same lodging or a point agreed upon during the reservation process.

Are searches timely or are there delays?

When making a reservation, each voucher will indicate the time at which we will pick you up at the agreed meeting point, the same is approximate plus / minus fifteen minutes (+-15 min) for example if the meeting time is at 09:00 Hs. We recommend you to be ready at 08:45 am and wait until 09:15 am.

This is due to the fact that up to 20 passengers can travel in a transport van with different meeting points each and it is impossible for us to reach all of them at the same time.

After the indicated time we kindly ask you to contact us in order to verify the location of the vehicle that will transport you.

Are prices per person?

All rates are per person, unless otherwise indicated within the activity or package.

Do the prices include the entrance fees to the National Park?

The prices of the excursions do not include entrance fees inside the National Park or boarding fees in the case of lake excursions.

These taxes are paid on the day the activity is carried out.

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