Terms and Conditions – Grulla Viajes

Terms and Conditions

Please read the following information carefully. If you have any questions or concerns, please do not hesitate to contact us. We are here to assist you and provide all the advice and support you may need.

Service and Rate Information

All rates and service details are provided for informational and guidance purposes only. They do not constitute a confirmed reservation until they have been duly verified and confirmed by our team.

Payment of a deposit does not guarantee or lock in the final price. Only full payment of the service guarantees the confirmed rate. Prices and availability may be subject to change.

Rescheduling Due to Weather Conditions

If weather conditions are unfavorable or circumstances beyond the company’s control arise, Grulla Viajes may:

  • Reschedule the date and/or time of the activity.
  • Partially or completely modify the planned itinerary.
  • Cancel part of the excursion.

These decisions may be made in advance or even on the day of the tour, depending on the circumstances.

Boat Trip Cancellations Due to Weather

If you have booked an excursion that includes a boat trip and the navigation is cancelled due to weather conditions or circumstances beyond our control, such as port closure, the corresponding amount paid for the boat trip will be refunded. The remaining portion of the excursion will not be refunded.

If weather conditions, tides or impassable roads make it necessary to shorten or modify the itinerary, no refunds will be issued.

Wildlife

Grulla Viajes operates in a natural environment where wildlife is free and wild. Therefore:

  • The presence or behavior of any specific animal cannot be guaranteed.
  • The duration, departure times and itinerary of excursions may vary. Every outing is a different experience.
  • We strive to provide exceptional wildlife viewing experiences, including whales, orcas, penguins and other species, but sightings depend entirely on natural conditions and cannot be guaranteed.

Failure to observe wildlife will not be considered grounds for a refund. We appreciate your understanding and your willingness to enjoy the experience as nature presents it.

Exclusions

Unless otherwise stated, our excursions do not include:

  • Entrance fees to nature reserves or protected areas.
  • Optional services.
  • Lunches or meals.

Any applicable exclusions will be clearly stated in advance in the corresponding itinerary.

Cancellation and Refund Policy

  • Deposits are non-refundable and cannot be transferred to another service, date or passenger.
  • For reservations that include accommodation, deposits are non-refundable and non-transferable, as they are used to secure the booking with the corresponding accommodation provider.
  • If Grulla Viajes must cancel an excursion due to weather conditions and it is not possible to reschedule it within the dates previously provided for your stay, 100% of the amount paid will be refunded.
  • Cancellations made more than 48 hours before the scheduled departure are subject to a cancellation fee equivalent to 20% of the total value of the booked service. If a deposit has already been paid, it will be applied toward this amount and will not be refunded.
  • Cancellations made within 48 hours of the scheduled departure will result in the loss of the full amount paid.

Conduct During Excursions

We promote respect for the natural environment and appropriate conduct at all times. Passengers must follow the instructions provided by staff members, guides and wildlife rangers.

Grulla Viajes reserves the right to exclude any person whose conduct, health condition or behavior interferes with the safe operation of the activity or negatively affects the experience of other passengers.

In such cases, no refunds will be issued for any unused services.

About the Experience and Nature

We deeply value and respect Patagonia’s natural environment. All our excursions take place in natural outdoor settings and involve direct contact with wildlife and the surrounding landscape.

Every day is unique, and part of the magic of traveling through Patagonia is embracing the unexpected. Our team is committed to providing the best possible experience, but your flexibility and trust are also essential to fully enjoy the destination.

Contact

We recommend that all passengers have travel assistance coverage during their stay. If you need it, we can advise you and assist you with arranging suitable coverage.