At Puma Adventures we believe in clear, honest and human relationships. These terms reflect our commitment to the safety, well-being and quality of every experience. They're designed so you know how we work, what you can expect from us and what your responsibilities are as a participant.
By booking, paying for or taking part in a Puma Adventures experience, you declare that you have read, understood and accepted these terms and conditions.
1. BOOKINGS AND PAYMENTS
Booking confirmation
All bookings are subject to availability of dates, spots, guides, transportation, permits, operating conditions and a general safety assessment.
A booking is considered confirmed only once the corresponding payment has been received, whether 100% of the activity price or the minimum percentage required for each experience, which may be 50% or another amount communicated in advance.
Availability
Inquiries made via WhatsApp, email, social media, the website form or other channels do not guarantee availability until the booking is formally confirmed with the corresponding payment.
Payment methods
Available payment methods will be communicated by Puma Adventures at the time of booking. Fees associated with payment platforms, international payments or other external services may be charged to the customer when applicable.
Cash payments in US dollars are not accepted.
Payment of outstanding balance
If there is an outstanding balance, it must be paid within the deadline communicated by Puma Adventures and, in any case, before the start of the activity, unless otherwise agreed in writing.
2. REGISTRATION, MEDICAL FORM AND USE OF INFORMATION
Mandatory registration
To take part in any activity, each participant must complete and sign the registration form, which includes the medical form and the corresponding acceptance of risks.
Sending the form
Puma Adventures will send a link so each participant can complete and sign this information before the activity.
Information requested
This form may request personal data, contact information, medical history, allergies, dietary restrictions, medications, previous experience, physical condition, an emergency contact and informed acceptance of the risks inherent to the activity.
Responsibility for the information provided
The participant declares that all the information provided is true, complete and up to date. Puma Adventures will not be responsible for situations arising from omissions, errors or false information provided by the client.
Use of medical information
The medical and personal information provided will be used exclusively for safety, prevention, coordination of the experience, adapting meals when applicable, first aid preparation and response to potential emergencies.
Use in an emergency
In an emergency, this information may be shared with relevant organizations or institutions, such as health centers, rescue services, Carabineros, the fire department, Socorro Andino or other competent authorities.
3. CONDITIONS OF PARTICIPATION, HEALTH AND RESPONSIBILITY
Participant responsibility
Each participant is responsible for assessing whether they have the physical condition, health, experience and preparation suitable for the activity booked.
Relevant health information
The participant must report in advance any medical condition, injury, allergy, dietary restriction, medication use, pregnancy, recent surgery, cardiac, respiratory, neurological, muscular, joint or psychological condition, or any situation that could affect their safety or that of the group.
Activity requirements
Some experiences may require previous experience, good physical condition, tolerance to altitude, the ability to walk for several hours, adaptation to cold, sun exposure, uneven terrain, slopes, snow, rock, mud, water crossings or other conditions inherent to the mountains and nature.
Right to assess
Puma Adventures may request additional information, recommend an alternative activity or decline a person's participation if it considers the experience unsuitable for their physical condition, health, preparation, equipment or previous experience.
Minors
The participation of minors must be reported in advance and will be subject to the type of activity, difficulty, duration, safety conditions and the judgment of Puma Adventures. Minors must have authorization from their mother, father or legal guardian, and in some cases must take part accompanied by a responsible adult.
Pets
Participation with pets is not allowed, unless Puma Adventures expressly indicates otherwise for a specific activity.
4. EQUIPMENT AND PREPARATION
Personal preparation
Each participant is responsible for showing up with the clothing, footwear, personal gear and preparation indicated for the activity.
Prior information
Puma Adventures may send prior recommendations on gear, clothing, food, hydration and general preparation. It is the participant's responsibility to read and follow these instructions.
Lack of minimum gear
If a participant shows up without the minimum necessary gear, Puma Adventures or the guide in charge may modify, limit or prevent their participation for safety reasons, without this necessarily entitling them to a refund.
Gear provided by Puma Adventures
When Puma Adventures provides technical, camping, warm-weather, safety or other gear, the participant will be responsible for its proper use, care and return in good condition.
Damage, loss or misuse
In case of loss, damage, deterioration from misuse or failure to return the gear, the participant must cover the cost of repair or replacement at market value.
Use of your own gear
The participant may use their own gear when it is suitable for the activity and in good condition. Puma Adventures or the guide in charge may refuse its use if they consider that it does not meet minimum conditions of safety, functionality or suitability for the experience.
5. SAFETY, WEATHER AND CHANGES TO ACTIVITIES
Natural and changing environments
Outdoor activities take place in natural, changing environments that cannot be fully controlled. For this reason, Puma Adventures may modify, adapt, reschedule, suspend or cancel an activity before or during it for reasons of safety, weather, force majeure, road conditions, access closures, instructions from authorities, accidents, emergencies, transportation problems, equipment failures, terrain conditions or other external factors.
Possible causes of suspension
Possible causes include adverse weather conditions, electrical storms, heavy rain, snowfall, strong wind, extreme temperatures, avalanche risk, rockfall, flooding, fires, route closures, health or safety problems of a participant, risky behavior or evidence of consumption of alcohol or substances incompatible with the activity.
Suspension before the start
When the suspension occurs before the start for reasons attributable to force majeure, safety or external conditions, Puma Adventures may offer rescheduling, credit for another activity or a refund, as appropriate to the case.
Suspension during the activity
When the activity has already started and must be modified or suspended for reasons of safety, weather, emergency, participant behavior or external factors, there will be no automatic right to a refund.
The guide's authority
The guide, instructor or person in charge of the activity is the technical and operational authority during the experience. Their instructions must be respected at all times.
Safety decisions
Puma Adventures and the guide in charge may modify the itinerary, change the route, adjust schedules, suspend an activity or prevent a person's participation if they consider there to be a risk to the participant, the group, the team, the operation or the natural environment.
The guide's decision on safety matters will be final.
6. DATE CHANGES AND RESCHEDULING
General conditions
Date changes requested by the client will be subject to availability, the type of activity, the notice given, permits, costs already committed and the availability of guides, transportation and other associated services.
Full-day activities
For full-day activities, whether group or private, date changes must be requested at least 7 days in advance.
Expeditions of 2 days or more
For expeditions of 2 days or more, whether group or private, date changes must be requested at least 30 days in advance.
Late requests
Requests made outside these deadlines will be assessed case by case and may not be accepted or may involve additional costs, especially if expenses have already been committed to third parties, purchases made, logistics reservations, permits, transportation, lodging, food or other non-recoverable services.
7. CANCELLATIONS AND REFUNDS
Cancellation request
Cancellations must be communicated in writing through the official channel used for the booking or by email to info@pumaadventures.com.
Group full-day trips
For group full-day activities, a 100% refund may be requested up to 10 days before the activity. Up to 5 days before, a 50% refund of the amount paid may be requested. With 4 days' notice or less there will be no refund, but the amount may be kept as credit for another trip within the following 3 months, subject to availability. Cancellations with less than 12 hours' notice will be considered a no-show and will not be entitled to a refund or credit.
Group expeditions of 2 days or more
For group expeditions of 2 days or more, a 100% refund may be requested up to 60 days before the activity. Up to 30 days before, a 50% refund of the amount paid may be requested. With 14 days' notice or less there will be no refund, but the amount may be kept as credit for another trip within the following 3 months, subject to availability. Cancellations with less than 72 hours' notice will be considered a no-show and will not be entitled to a refund or credit.
Private full-day trips
For private full-day activities, a 100% refund may be requested up to 7 days before the activity. Up to 3 days before, a 50% refund of the amount paid may be requested. With 1 day's notice or less there will be no refund, but the amount may be kept as credit for another trip within the following 3 months, subject to availability. Cancellations with less than 12 hours' notice will be considered a no-show and will not be entitled to a refund or credit.
Private expeditions of 2 days or more
For private expeditions of 2 days or more, a 100% refund may be requested up to 30 days before the activity. Up to 7 days before, a 50% refund of the amount paid may be requested. With 3 days' notice or less there will be no refund, but the amount may be kept as credit for another trip within the following 3 months, subject to availability. Cancellations with less than 72 hours' notice will be considered a no-show and will not be entitled to a refund or credit.
Corporate or personalized activities
For corporate activities, personalized experiences, special programs, tailor-made expeditions or services booked for private groups, cancellation conditions may differ and will be stated in the corresponding proposal.
Activity already started
Once the activity has started, no refunds will be given for dissatisfaction, fatigue, change of mind, perceived difficulty, terrain conditions, weather to be expected in the mountains, a personal decision not to continue or changes made for safety reasons.
8. PUNCTUALITY, DELAYS AND NO-SHOWS
Importance of punctuality
Punctuality is essential for the safety and proper running of the experience.
Agreed time and place
The participant must show up at the agreed place and time. If running late, they must inform Puma Adventures or the guide in charge immediately.
Maximum waiting time
The maximum wait will be 15 minutes, provided there is prior notice and the delay does not compromise the safety, itinerary, permits, daylight hours, weather conditions or experience of the rest of the group.
Group trips
On group trips, Puma Adventures may start the activity without late participants so as not to affect the rest of the group.
No-show
If the client does not show up at the agreed time and place, the activity will be considered completed, with no right to a refund or credit.
9. CHANGE OF PARTICIPANT
Transferring a spot
A spot may be transferred to another person, provided Puma Adventures is informed in writing in advance and the new person meets the physical, medical, technical and experience requirements needed for the activity.
The new person's form
The new person must complete the registration form, medical form and acceptance of risks before the start of the experience.
Right to refuse
Puma Adventures may refuse the change if it considers that the replacement does not meet the minimum requirements to take part safely.
10. CONDUCT DURING THE ACTIVITY
Expected conduct
Participants must behave respectfully, collaboratively and safely throughout the experience.
Respect and coexistence
Respect is required toward guides, instructors, other participants, local communities, drivers, suppliers, authorities, infrastructure, protected areas and the natural environment.
Prohibited conduct
Aggressive, disrespectful, discriminatory, reckless or negligent behavior, or behavior that endangers one's own safety, the group's or the operation's, will not be permitted.
Alcohol, drugs and substances
Taking part under the influence of alcohol, illegal drugs or substances that may impair the participant's judgment, coordination, physical state, behavior or safety is prohibited.
Exclusion from the activity
Puma Adventures may prevent the participation of, exclude from the activity or suspend the experience of any person who breaks these rules, disobeys safety instructions or shows obvious signs of consumption or impairment incompatible with the activity. In these cases, there will be no right to a refund.
11. CARE FOR THE NATURAL ENVIRONMENT
Rules of the area visited
Participants must respect the rules of the area visited and follow Puma Adventures' instructions regarding minimum impact, waste management, care for plants and wildlife, trails, rest areas, water sources and natural or cultural heritage.
Relationship with nature
Puma Adventures promotes a respectful and mindful relationship with nature. Failure to follow these rules may result in a warning or exclusion from the activity.
12. PHOTO AND VIDEO RECORDING
Use of image
During the experiences, Puma Adventures may take photos and videos for keepsake, communication, outreach, education, promotion or marketing of its services.
Acceptance
By signing up for an activity, the participant accepts that their image may appear in recordings associated with the experience.
Privacy preferences
If a participant does not wish to be photographed or filmed, they must say so before the activity starts. Puma Adventures will try to respect this request within reason, especially for individual or identifiable recordings.
Recording by participants
Participants may also take their own photos and videos, as long as this does not interfere with safety, pace, the guide's instructions, the group's experience or care for the environment.
Safety while recording
The guide may indicate when it is not safe to film, take photos or use devices during the activity.
13. PERSONAL BELONGINGS
Personal responsibility
Each participant is responsible for their personal belongings during the experience, including phones, cameras, documents, money, clothing, backpacks, glasses, poles, personal gear or other items.
Loss, theft or damage
Puma Adventures will not be responsible for the loss, theft, damage or misplacement of personal belongings during the activity, transportation, breaks, camps, viewpoints, hot springs, refuges or other places visited.
14. INHERENT RISKS AND LIABILITY
Risks inherent to the activity
Trekking, mountaineering, climbing, expeditions and outdoor experiences involve inherent risks, even when they are professionally planned and guided.
Examples of risks
These risks may include falls, slips, injuries, fatigue, dehydration, exposure to cold, heat, wind, rain, snow or solar radiation, altitude sickness, uneven terrain, water crossings, sudden weather changes, rockfall, accidents during transfers, communication limitations or restricted access to immediate medical services.
Acceptance of risks
The participant declares that they understand that Puma Adventures takes reasonable measures of prevention, planning, safety and response, but that it cannot completely eliminate the risks inherent to activities in the mountains and nature.
Limitation of liability
Puma Adventures is committed to planning and running its experiences with professional criteria of safety, prevention, logistics and quality. However, it will not be liable for damages, injuries, losses, delays, changes, cancellations or expenses arising from force majeure, weather conditions, decisions by authorities, road conditions, access closures, emergencies, participant behavior, undisclosed medical information, improper use of equipment, failure to follow instructions or risks inherent to the activity.
Legal responsibilities
This limitation does not exclude the responsibilities that apply by law under current regulations.
15. PRICES, PROMOTIONS AND SPECIAL CONDITIONS
Price variation
Activity prices may vary depending on the season, availability, number of participants, type of experience, level of personalization, language, transportation, permits, food, equipment, logistics, duration, difficulty and services included.
Promotions and discounts
Promotions, discounts or special conditions will only be valid during the stated period and cannot be combined, unless Puma Adventures expressly indicates otherwise.
Changes to conditions
Puma Adventures reserves the right to change prices, commercial conditions and included services before a booking is confirmed.
Conditions already confirmed
Once a booking is confirmed with payment, the conditions agreed for that specific booking will be honored.
Special cases
Any special case will be assessed individually by Puma Adventures. Approving an exception in a particular situation does not create an obligation to repeat it in future bookings, nor does it change the company's general policies.
16. OFFICIAL COMMUNICATIONS
Communication channels
Official communications may take place by email, WhatsApp, the website form, phone or other channels used by Puma Adventures.
Client responsibility
The client is responsible for providing correct contact details and keeping an eye on the information sent before the activity.
Prior information
Puma Adventures will not be responsible for problems arising from incorrect details, the participant's failure to reply or failure to read the prior information sent.
17. ACCEPTANCE OF TERMS AND CONDITIONS
Acceptance by payment
Making the payment for a booking constitutes acceptance of these terms and conditions.
Acceptance by form or participation
The client will also be understood to accept these terms by completing and signing the registration form, medical form or acceptance of risks, or by taking part in an activity organized by Puma Adventures.
Availability of the terms
These terms are available for review on the Puma Adventures website and may be sent to the client by email, WhatsApp or other means of communication.
Responsibility to read
It is the participant's responsibility to read and understand these terms before booking and taking part in an activity.