Cerro El Plomo Expedition (5,424m) – Inca Mummy Site

1. General Refund Terms

MountGuide.com ("Company") is committed to customer satisfaction. This Refund Policy outlines the terms under which refunds may be granted for purchases of digital products, guided tours, and related services ("Services").

2. Eligibility & Timeframes

2.1 Digital Products (e.g., PDF Guides, Online Courses)

• Refund requests must be submitted within 7 calendar days of purchase.

• No refunds will be issued after access to materials has been substantially consumed.

2.2 Guided Tours & Physical Services

• Full refunds (minus non-recoverable costs, e.g., permits, lodging deposits) are available if cancellation occurs at least 72 hours before the scheduled start time.

• Force Majeure: For verifiable emergencies (e.g., medical or natural disasters), an 80% refund or 110% credit toward future bookings will be offered (documentation required).

3. Non-Refundable Situations

• Services already rendered (e.g., partially completed tours).

• Customized purchases (e.g., personalized gear).

• Repeat refund abuse (2+ cancellations may result in account review).

4. Refund Methods

• Option A: Partial monetary refund (90% for partially used Services).

• Option B (Recommended): Credit voucher for 110% of original purchase value, redeemable within 12 months.

5. Request Process

Submit refund requests via:

• Email: mountguide@gmail.com

• Include: Order number, reason for request, and supporting documentation (if applicable).

6. Processing Time

Approved refunds will be processed within 5 business days. Credit vouchers are issued immediately upon approval.

7. Dispute Resolution

Disputes unresolved by Customer Support may be escalated to binding arbitration in Chile, governed by SERNAC.

8. Policy Updates

MountGuide.com reserves the right to amend this policy. Users will be notified of material changes via email or website notice.

1. SCOPE

This policy applies to:

• Digital (tour programs, course manuals, photos, etc.).

• Equipment shipments.

2. DIGITAL DELIVERY

• Format: Downloadable PDF or secure platform access.

• Delivery time: Immediately after payment confirmation (automated).

• Resend: Up to 3 free requests per customer (via email: mountguide@gmail.com).

Terms:

• Customers must whitelist our domain to avoid spam filters.

• MountGuide.com is not responsible for emails not received due to user error (full mailbox, etc.)

3. PHYSICAL SHIPMENTS 

3.1 Coverage Areas

• Metropolitan, Valparaíso, Araucanía regions: Standard delivery (3-5 business days).

• Other Chilean regions: 5-7 business days (remote zones like Arica or Magallanes may incur higher costs).

• International: Quoted case-by-case (minimum 15 business days).

3.2 Shipping Fees

Type	Cost (CLP)
Standard (central regions)	$8,990
Remote regions	$12,990

3.3 Returns

• Unused gear: 30-day return window (customer covers return shipping).

• Defective items: MountGuide covers return costs (proof via photo/video required).

4. LIABILITIES

• Digital documents: Customer must ensure compatible devices (no support for obsolete systems).

• Physical gear:

  • Included insurance for loss/damage in transit (up to 1 UF).

  • Partial refund if delay exceeds 10 business days (5% of total per day).

5. ACCEPTANCE

By purchasing, the customer agrees to:

• Verify shipping details (address errors incur additional fees).

• Report issues within 48 hours of receipt (for physical items).

Contact: mountguide@gmail.com | +56989882253