FAQ

Crux Expeditions LLC. “we”, “our” or “us”. Travel Experience, Outdoor Education and Guiding Services LLC is a US. Registered company in Seattle, Wa - 98107, USA.

The customer, or pax, or client, or former student/parents means the person making or paying for the reservation and persons named in the reservation and hereafter known as the customer.

The supplier means the company or service from a company that has been contracted, or reserved, on behalf of the customer (e.g. hotel, rent a car, guide, transfer, tour, etc).

INSURANCE

Crux Expeditions recommends that customers take out their own travel insurance to cover unforeseen events and accidents.

Crux Expeditions does not cover any loss or evacuation for clients, pax or students. However, we will do all possible to support and help under determinate circumstances.

RESERVATION PROCESS

1. We receive a request, or enquiry, from a customer.

2. We act to investigate availability of accommodation and services for the customer for the dates requested by the customer and at the same time we confirm up-to-date rates or supply an overall rate.

3. We send to the customer an email confirming availability, or other date options, and confirmation of the final cost.

4. Upon written e-mail confirmation from the customer accepting our final rate we will then send an e-mail with payment options: credit card, wire transfer or deposit into our bank account in USA.

ACCOUNTABILITY

Crux Expeditions cannot be held accountable for the quality (standard) of lodgings (accommodation), facilities or services related to the reservation of a customer. Crux Expedition cannot be held accountable for the cancellation of your reservation by unforeseen events such as natural or man-made disasters (including Earthquakes) or any other event, but we will endeavor to reclaim monies you have paid to Crux Expeditions that relate directly to your reservation less than 25% of the value of your reservation(s) and any costs and fees involved in obtaining a refund on your behalf plus any costs charged by the supplier.

CANCELLATION POLICY

In the event of a customer needing to cancel a reservation, for any reason whatsoever, after any payment, part or full, has been received by Crux Expeditions, a refund will only be considered if the following procedure has been adhered to by the customer:

1. Cancellation requests must be received in writing to @cruxexpeditions.com (via email), and acknowledged by us as having been received, up to 90 (ninety) full days or 3 (three) full calendar months prior to the due arrival at the place / office for the service that the reservation relates to.

2. The cancellation policy of the supplier that the customer has a reservation with, via Crux Expeditions, will be respected only as and when it affects our own cancellation policy, i.e. if a supplier offers no refund at all to Crux Expeditions, we will not be able to offer any refund either.

3. Cancellations received LESS THAN 90 (ninety) full days or 3 (three) full calendar months prior to arrival by the customer could be subject to partial refund, however, we may consider issuing partial refunds depending on the circumstances of the cancellation and the cancellation policy of the supplier. Crux Expeditions will always be reasonable and consider the reasons behind any cancellation. 

4. We will send the policy of refund from a specific supplier, specially for Vertice s.a and Fantastico s.a.

5. Any refund will be less than 25% of the value of the reservation and less than any other costs involved in providing the refund, i.e. wire transfers, legal costs, etc. plus any costs charged by the supplier.

6. We do not accept any responsibility in the event that an end supplier or an intermediary supplier company that we have used to secure your reservations declares bankruptcy. Should such a situation arise and we are unable to obtain any refund whatsoever, we will not be able to pay out any refunds to you, our client.

7. Vouchers will be sent out to the email with a code with confirmation numbers. 

8. Client or pax must show to any hotel or accommodation their original passport and immigration card or PDI ticket that is provided by immigration when entering Chile. 

9. If for any reason the immigration ticket gets lost, the client or pax must pay taxes in Chile for any services they buy or use.

10. “No show up” means pax, client or student did not show up to the activity on time. After a reasonable time of waiting, Crux Expedition will reserve to cancel the activity with respect to the services provider. We may reschedule the activity.

11. It is the responsibility of the client to show up on time or inform us if there is any delay.

PAYMENT POLICY

We must receive the full required amount in USD (or the equivalent in Chilean pesos) that relates to a client reservation and / or itinerary. Payment can be made with a valid credit card (plus credit card fees), bank wire transfer (plus bank charges) or deposit. The currency that we work in is USD.

PRIVACY POLICY

Crux Expeditions will not pass on to any third party info supplied by the customer, other than the required info that a supplier needs in order to secure a reservation. We value the privacy of our customers and will do what we can to keep customer info protected and not willingly sell, offer or customize their adventure to suit their specific needs. We like to meet our clients in order to tailor the trip activity, budget and their adventurous spirit.