BOOKING, CANCELLATION & REFUND POLICY

Do Local Travel is the trading name of Do You Agency SpA (RUT 77.429.113-K), a company registered in Chile with its registered office in Vitacura, Santiago, Chile ("Do Local Travel", "we", "us"). These terms apply to all Tailor-Made Journeys and Group Expeditions booked with us. By paying a design fee or deposit, you confirm you have read and accepted them on behalf of everyone in your booking.

Our role

We work in two ways, and your quote and booking confirmation will state which applies to each part of your trip:

  • As operator — when we design, organise and deliver a trip using our own guides, our Local Legends and local suppliers we contract directly (most Group Expeditions).

  • As booking agent — when we arrange services provided by independent third parties, such as hotels, lodges, airlines, ski resorts, transfers, or expeditions run together with a partner operator ("collab" trips). These services are supplied under the supplier's own terms, which form part of your booking. Where a supplier's cancellation or payment terms are stricter than ours, the supplier's terms apply to that component and we will tell you before you book.

As agent, we take care to choose reputable suppliers, but we do not control them and are not responsible for their acts or omissions, except where the law says otherwise.

Booking confirmation

Your booking is confirmed only when (a) we have received the required deposit and (b) you have received written confirmation from us by email. Until then, prices and availability are not guaranteed.

The person making the booking (the "lead traveller") must be 18 or older and is responsible for payments and for passing all information on to the rest of the group.

Tailor-Made Journeys

Design fee. Custom itinerary design starts with a design fee of AUD 250 per itinerary. It covers your initial consultation, a detailed draft itinerary and quote, and one round of revisions. The fee is non-refundable, but if you go ahead and book, the full amount is credited toward your trip price. Further major redesigns may incur an additional fee, which we will agree with you first.

Our service fee. Your trip price includes our planning, coordination and on-trip support.

Deposit. A deposit of 30% of the total trip price (or the amount required by our suppliers, if higher — your quote will show this) is required to confirm.

Balance. The remaining balance is due no later than 90 days before departure, or earlier if a supplier requires it (e.g. peak ski season, Christmas/New Year, Patagonia lodges). Bookings made within 90 days of departure must be paid in full at the time of booking.

Group Expeditions

Deposit. A non-refundable deposit of 30% of the trip price per person secures your place.

Balance. The remaining balance is due no later than 90 days before departure, when we also confirm the departure is going ahead (see section 8). Bookings made within 90 days must be paid in full.

If the balance is not received by the due date, we may cancel your booking and the cancellation charges in section 6 will apply.

Prices, currency & payment

  • Prices are in Australian Dollars (AUD) unless stated otherwise.

  • Your price is fixed once your deposit is paid, except for (a) changes you make to your booking, or (b) new or increased government taxes, fees or charges. If such government charges increase your price by more than 10%, you may cancel and receive a full refund of all payments made to us.

  • Card or payment-processing fees and international transfer fees are payable by you and will be shown before you pay.

  • Unless your booking confirmation says otherwise, prices do not include international or domestic flights, travel insurance, visas, tips or personal expenses.

Cancellation by you

All cancellations must be sent in writing to experience@dolocaltravel.com. The cancellation date is the date we receive your email.

Notice before departure

Cancellation charge (% of total trip price)

90 days or more

Loss of deposit (30%)

89 – 60 days

50%

59 – 30 days

75%

Less than 30 days

100%

Tailor-Made Journeys: the cancellation charge is the higher of the scale above or the costs we have already paid or committed to suppliers that cannot be recovered. The design fee is not refundable.

Agent-booked components: where a supplier's terms are stricter (for example non-refundable flights, lodges or ski passes), those terms apply to that component.

Once your trip has started, no refunds are given for unused services, missed activities, late arrival, early departure or personal circumstances.

This is why travel insurance with cancellation cover is a condition of booking (section 9).

Changes & transfers by you

Changes. We will try to accommodate requests to change dates, itinerary or accommodation, but this is not guaranteed. An amendment fee of AUD 75 per change applies, plus any supplier charges or price differences. A change of departure date within 60 days of departure is treated as a cancellation.

Transfers (Group Expeditions). If you can no longer travel, you may transfer your place to another person we approve, up to 30 days before departure. The new traveller must accept these terms and meet the trip's requirements. Any supplier, permit or name-change costs are payable by the original traveller.

Changes or cancellation by Do Local Travel

Itinerary changes. Travelling in remote South America means plans sometimes change. We may need to modify accommodation, transport, activities, routes, schedules, guides or destinations because of weather, snow or road conditions, safety, supplier availability or other operational reasons. We will replace them with services of comparable standard wherever reasonably possible. Minor changes do not entitle you to a refund or compensation.

Major changes before departure. If, before departure, we have to make a major change to your trip (for example a change of destination or departure date) for a reason within our control, you may accept the change, choose an alternative trip, or cancel and receive a full refund of payments made to us.

Minimum group size. Each Group Expedition needs a minimum number of travellers. We will confirm whether your departure is guaranteed no later than 90 days before departure. If the minimum is not reached, you can choose a new date, an alternative trip, or a full refund of payments made to us. Please book flexible or refundable flights, or wait until we confirm your departure is guaranteed.

Events beyond our control. If a trip is cancelled, delayed or changed because of events beyond our reasonable control — including natural disasters, severe weather, volcanic activity, pandemics, government restrictions or travel advisories, political unrest, strikes or transport disruptions — we will refund any amounts we are able to recover from suppliers, less costs already incurred, or offer a travel credit. We are not liable for additional costs you incur in these circumstances.

We are not responsible for costs you arrange independently (flights, extra accommodation, equipment, visas, etc.) if we change or cancel a trip, except where required by law.

Travel insurance (compulsory)

We strongly encourage you to buy insurance as soon as you book — and comprehensive travel insurance is a condition of travelling with us. It must cover, as a minimum:

  • Cancellation and curtailment

  • Medical expenses, emergency evacuation and repatriation, including from remote areas

  • The specific activities on your trip (e.g. skiing including off-piste or heli-ski, horse riding, rafting, climbing, hiking at altitude)

  • Lost or damaged luggage, travel delay and personal liability

You must send us your policy details before departure. We may refuse participation, without refund, to anyone who cannot show adequate cover. We do not sell or recommend specific insurance products; please choose a policy that suits your needs. We are not responsible for losses that would have been covered by appropriate insurance.

Health, fitness & participation

  • Each trip has a difficulty rating. You are responsible for making sure you are physically and medically fit for the trip you choose.

  • You must tell us at booking about any medical conditions, disabilities, allergies or dietary requirements that may affect your participation. Some destinations (e.g. Atacama) are at high altitude.

  • Our guides may decide that you cannot take part in an activity if they believe it is unsafe for you or others. No refund applies in this case.

  • Travellers under 18 must be accompanied by a parent or legal guardian.

Passports, visas & documents

You are responsible for holding a valid passport, any required visas, entry permits and vaccinations, and for meeting the entry requirements of every country you visit. We are not responsible if you are refused travel or entry.

Conduct

We expect all travellers to respect their guides, fellow travellers, local communities and the environment. We may remove from a trip, without refund, anyone whose behaviour endangers others, breaks the law or seriously disrupts the group. Any resulting costs are the traveller's responsibility.

Adventure risks & responsibility

Adventure travel involves inherent risks, including those associated with skiing, hiking, horse riding, water activities, transport, changing weather and remote environments with limited medical access. By participating, you accept these risks. Before departure, each traveller will be asked to sign a risk acknowledgement and release form for the activities on their trip.

To the maximum extent permitted by law, Do Local Travel, its guides, employees, contractors and partners are not liable for any injury, loss, damage or expense arising from these inherent risks, and our total liability to you is limited to the price paid for the services concerned.

Your consumer rights. Nothing in these terms excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law, the Chilean Consumer Protection Law (Ley 19.496) or any other law that cannot lawfully be excluded.

Photos & content

We may take photos and videos during trips and use them for marketing. If you prefer not to appear, just let us or your guide know before or during the trip.

Complaints

If something isn't right during your trip, please tell your guide or contact us straight away so we can fix it on the spot. If it remains unresolved, send us a written complaint within 30 days of your trip ending and we will respond within 14 days.

Privacy

We handle your personal information in accordance with our Privacy Policy, available at www.dolocaltravel.com.

Governing law

These terms are governed by the laws of Chile. This does not take away any rights you have under the consumer laws of the country where you live.

Contact

For bookings, changes, cancellations or questions: