• Responsible company: The services are marketed by Agencia de Turismo Christian Marcelo Gamboa Navarro EIRL, trading as El Raco Experience, RUT 76.896.115-8, a company registered with SERNATUR under N°69766.
• Documents forming part of the booking: These policies are complemented by the quotation sent to the passenger, the contracted program or itinerary, the booking confirmation, the particular conditions of each service, and any agreements made in writing between the passenger and El Raco Experience.
• Acceptance of the conditions: Before making a payment, the passenger must have access to the conditions applicable to their booking. Acceptance of the quotation and payment of the requested deposit imply that the passenger declares to have reviewed and accepted the main characteristics of the program and its booking, modification and cancellation policies.
• Particular conditions: Some programs, high-demand dates, events, flights, accommodations, personalized entry tickets, boat trips, adventure activities or international services may have special conditions. When applicable, these will be communicated before confirming the booking and will complement these general policies.
• Official channels: Confirmations, modifications and cancellations must be recorded in writing through El Raco Experience’s official channels, such as email, the customer service WhatsApp, or the means expressly indicated to the passenger.
• Agreements with providers: Conversations that a passenger may hold directly with a guide, driver, accommodation or other provider will not, by themselves, modify the conditions of the booking, unless El Raco Experience subsequently confirms the change in writing.
• Protection of passenger rights: No provision of these policies may be interpreted as an advance waiver of the rights that current legislation grants to the consumer or passenger.
• Validity: The applicable conditions will be those communicated and accepted at the time the booking is confirmed. Subsequent modifications will not alter the essential conditions of an already confirmed booking, unless agreed between the parties, beneficial to the passenger, or legally required.

Important information before traveling

• Advance booking: All El Raco Experience programs must be booked in advance due to high demand and limited availability of flights, accommodations, excursions, transfers and other services.
• Flights: The possibilities of change, correction, rescheduling or refund will depend on the airline, the route, the fare purchased, how far in advance the request is made, and current legislation. Economy fares may not allow voluntary changes or refunds, or may involve penalties and fare differences. If the passenger requires greater flexibility, baggage or other benefits, this must be requested before purchase so the available alternatives can be reviewed.
• Documentation: It is the passenger’s responsibility to have the documentation required to board and complete the trip. You can review the requirements at: Travel Documentation.
• Delays, cancellations or missed flight connections: If a flight is delayed, cancelled, or has a schedule change affecting a connection, the passenger must go to the airline counter or contact the airline’s official channels to request the available alternatives. Rebooking, meals, accommodation, transfers or compensation will depend on the cause of the disruption, the fare conditions and the legally applicable rights. El Raco Experience will provide guidance and assistance via WhatsApp during this process, without this implying a guarantee of any particular solution or automatically assuming the costs arising from the situation.
• Ongoing assistance: El Raco Experience will accompany the passenger from booking through the last day of the trip, within the scope and business hours communicated.
• Travel insurance: We recommend purchasing assistance insurance covering medical care, accidents, cancellations, interruptions, delays, baggage and other contingencies. The passenger may purchase it from Travel Ace or another provider, and should review its coverage, exclusions, deductibles and conditions beforehand.
• Inability to reach the airport due to force majeure: When the flight is operating normally but the passenger cannot reach the airport in time due to border closures, road blockages, earthquakes, acts of authority, conflicts, widespread fuel shortages or other external, unforeseeable and unavoidable events, the situation will be governed by the conditions of the airfare purchased and by current legislation. In these cases, the airline may treat the passenger as a no-show, and the rebooking, change or refund of the ticket will depend on the fare conditions and the exceptions authorized by the carrier. The airline must refund the taxes, fees or airport charges corresponding to the unused flight, in the cases and within the timeframes established by applicable regulations.
• Liability for external contingencies: El Raco Experience will not be obligated to cover the cost of new tickets, fare differences, accommodation, meals, additional transfers or other losses arising directly from events of force majeure or fortuitous events not attributable to the agency or its providers. This limitation will not apply where there is negligence, breach of duty, lack of coordination or absence of reasonable preventive measures attributable to El Raco Experience or the provider involved.
• Assistance and mitigation measures: In the event of such a contingency, El Raco Experience will inform the passenger and make reasonable efforts to find safe alternatives, coordinate with providers, and provide guidance in dealings with the airline. This assistance does not guarantee the availability of alternative routes, free rescheduling of the flight, a refund of the ticket value, or the approval of compensation that depends exclusively on third parties.
• Passenger support:
  • Bookings: Monday to Friday, 9:00 a.m. to 6:00 p.m., excluding public holidays.
  • On-route assistance: Saturdays, Sundays and public holidays, 8:00 a.m. to 9:00 p.m.

• Advance booking: We recommend booking El Raco Experience programs in advance, especially during peak seasons and high-demand dates, since flight seats, accommodations, excursions, transfers and other services are limited.
• Quotations: All quotations are subject to availability. A quotation does not constitute a final booking, nor does it guarantee that the availability or fares provided will remain available until the requested deposit has been made and verified.
• Booking confirmation: Services will begin to be confirmed once the requested deposit has been received and verified. Because each program involves different providers, some components may be confirmed before others during the booking process.
• Base price of programs: The prices published on our website correspond to the base price indicated for the number of passengers, room type, season and conditions stated in each program.
• Programs that include flights: The base price includes a set airfare budget. Before confirming the booking, El Raco Experience will verify the actual cost of flights for the requested dates.
• Flight fare difference: If the flights fall within the budgeted amount, the informed base price will be maintained. If the airfare cost is higher, the difference will be communicated to the passenger and added to the final price before confirming the booking.
• Initial deposit: The amount requested to secure the booking may be used to purchase flights and/or to block and pay for accommodations, excursions, transfers, entry tickets and other services required to organize the trip.
• Payment in installments: After the first payment, the passenger may make additional partial payments during the months leading up to the trip, provided the total value of the program is fully paid within the established deadline.
• Payment deadline: As a general rule, the total balance must be paid at least 30 days before the start of the trip, unless the quotation expressly indicates a different date.
• Bookings made less than 30 days in advance: When a program is booked within 30 days of its start date, full payment may be requested in order to proceed immediately with the purchase and confirmation of services.
• Failure to pay: If the passenger does not complete the balance within the informed deadline, El Raco Experience will contact the booking holder. Failure to pay may result in loss of seats, release of rooms, fare increases, or the inability to maintain previously blocked services.
• Consequences of non-payment: If the booking cannot be maintained due to failure to meet the payment deadline, the cancellation conditions applicable to the services already purchased, confirmed or committed will apply.
• Currency: Programs are paid in Chilean pesos (CLP), unless a quotation expressly indicates a different condition.
• Bank transfer, deposit or Caja Vecina BancoEstado: Partial payments or full payment of the program can be made using El Raco Experience’s official bank details.

Bank details:

• BancoEstado Checking Account:
  • RUT: 76.896.115-8
  • Account No.: 25700022822
  • Account holder: El Raco Experience Agencia de Turismo
  • Email: reservas@elracoexperience.com
• Electronic Checkbook / Cuenta Vista BancoEstado:
  • RUT: 76.896.115-8
  • Account No.: 35571189389
  • Account holder: El Raco Experience Agencia de Turismo
  • Email: reservas@elracoexperience.com

Card payment via Webpay.cl:

• The passenger can make payments using the cards accepted by Webpay.
• Credit cards: The ability to pay in installments, the number of installments, interest and financing conditions will depend on the bank or card-issuing institution.
• Foreign cards: Acceptance will depend on Webpay, the card used, and authorization from the issuing institution.
• Confirmation: Payment will be considered made once the transaction has been approved and verified by El Raco Experience.

Secure Payment Button: WebPay.cl – El Raco Experience

• Personal information: It is the passenger’s responsibility to provide complete, accurate and up-to-date information in order to make the corresponding bookings.
• Name-specific information: First names, last names, RUT or passport number, date of birth, nationality and other requested details must match exactly the document that will be used during the trip.
• Review before purchasing: Before authorizing the purchase of flights, entry tickets or other name-specific services, the passenger must carefully review the information provided.
• Errors provided by the passenger: Any costs arising as a result of incorrect information provided by the passenger will be the passenger’s responsibility, provided they are not due to an error by El Raco Experience.
• Required documentation: Each passenger is responsible for having the valid documentation required to complete their trip. This may include an identity card, passport, visas, authorizations for minors, health certificates, immigration permits and other documents required by the authorities.
• Updated requirements: Entry, transit or stay requirements may be modified by authorities, consulates, airlines or competent bodies. El Raco Experience may provide general guidance, but it is the passenger’s responsibility to have the documentation required at the time of travel.
• Inability to travel: The inability to board, enter a destination, or take part in a service due to expired, incomplete, incorrect or missing documentation will be considered a situation attributable to the passenger and does not automatically give rise to a right to a refund.
• Travel information: You can review additional information at Travel Documentation.
• Use of data: The information provided will be used to manage the program and, when applicable, must be communicated to airlines, hotels, operators, carriers, insurers, authorities or other providers directly involved in delivering the contracted services.

• Direct flight purchase: The tickets included in our programs are purchased by El Raco Experience directly on the official website of the corresponding airline. We do not purchase through external agencies, resellers or intermediary platforms.
• Fare class used: Unless the quotation indicates otherwise, flights are normally purchased in Economy class.
• Types of Economy fares: Within Economy there may be different fare families. Depending on the airline and fare purchased:
  • It may or may not allow voluntary refunds.
  • It may allow changes subject to a penalty and/or fare difference.
  • It may include only one personal item.
  • Carry-on or checked baggage may carry an additional cost.
  • Seat selection may carry an additional cost.
• Fares with greater flexibility: If the passenger wants included baggage, seat selection, the possibility of changes, refunds or other benefits, this must be requested before purchase. El Raco Experience will check the available alternative and communicate the corresponding fare difference.
• Authorization: Before purchase, the passenger will be informed of the selected flights and their main features. Once the purchase is authorized and completed, the conditions of the fare actually purchased, the airline’s policies and current legislation will apply.
• Management of the flight booking: After purchase, El Raco Experience will send the corresponding confirmation. Depending on the airline, the passenger may review the itinerary, purchase baggage, select seats, check in and carry out other actions available through the airline’s official website.
• Changes, transfers and refunds: The possibilities for modification, transfer, correction or refund will depend on the route, airline, fare purchased, how far in advance the request is made, and applicable legislation.
• Baggage: The amount, weight and dimensions allowed will depend on the fare purchased. Carry-on or checked baggage will only be considered included when expressly stated in the confirmation.
• Lost, delayed or damaged baggage: The passenger must file the claim with the airline, ideally before leaving the arrival airport, and keep the case number, receipts, tags and other supporting documents. El Raco Experience will provide support and guidance, but the search for, delivery of, or compensation for the baggage will be handled through the airline’s procedures.
• Schedule changes: Schedules, routes, layovers and operating conditions may be modified directly by the airlines. When El Raco Experience receives notice of a change, it will inform the passenger and provide assistance in reviewing the available alternatives.
• Delays, cancellations or missed connections:
  • The passenger must go to the airline’s counter or official customer service channel.
  • El Raco Experience will provide assistance via WhatsApp during the process.
  • Rebooking, meals, accommodation, transfers or compensation will depend on the cause of the disruption and the applicable rights.
  • The passenger must keep all receipts related to the situation.
• Weather-related or external contingencies: When a delay or cancellation results from weather, airport closures, restrictions imposed by authorities, security matters or another situation not attributable to the airline, the provision of accommodation, meals, transfers or financial compensation will not be automatic and will depend on the rights that apply.
• Connections purchased separately: When the passenger purchases flights, buses, transfers or other services independently to connect with the program, they will be responsible for allowing sufficient time between them. El Raco Experience cannot guarantee connections related to external services that are not part of the booking.

• Requesting changes: Any request to modify the date, flight, accommodation, activity, transfer, passenger or other component must be made in writing through El Raco Experience’s official channels.
• A request does not equal confirmation: Receipt of a modification request does not mean the change can be made, nor does it guarantee the availability of services.
• Availability of all logistics: In order to modify a program, compatible availability must exist across the various components required to complete the trip.
• Example: Even if flights are available for a new date, the change may not be possible if there are no rooms, transfers, excursions, boat trips, guides, entry tickets or other services essential to completing the program.
• Factors that will be reviewed:
  • Flight availability.
  • Accommodation availability.
  • Transfer availability.
  • Availability of excursions and guides.
  • Entry tickets and permits.
  • Provider conditions and deadlines.
  • Fare differences.
  • Applicable penalties.
  • Services that have already been paid for or that do not allow modifications.
• Alternatives: When it is not possible to maintain exactly the requested program, El Raco Experience may offer alternatives such as new dates, different accommodation, an activity change, partial modification of the itinerary, a change in the length of the trip, or keeping the original booking.
• New fares: Prices will be calculated using the fares in effect at the time the change is requested, so the original price of the program will not necessarily be preserved.
• Confirmation of the modification: A change will only be considered confirmed once all the new logistics have been verified, accepted in writing by the passenger, and any corresponding differences or penalties have been paid.

• Order of the itinerary: The order of excursions and their schedules may be modified for operational reasons, weather conditions, availability, road conditions, flight schedules, boat trips, park closures, instructions from authorities, or safety reasons.
• Change in order: A change in the order of activities will not be considered a cancellation of the program when the contracted services continue to be provided.
• Schedules: Some excursions confirm their final schedules in the days beforehand or once the passenger is at the destination.
• Excursions: Activities are subject to availability, weather, road conditions, access to attractions, instructions from authorities, and safety decisions.
• Activity modifications: An excursion may be modified, reordered, replaced, rescheduled, suspended or cancelled when conditions require it.
• An activity that cannot take place: El Raco Experience will review the available alternatives together with the operator. Depending on the case, a rescheduling, time change, alternative activity, or refund of the amount actually recoverable for the service not provided may be arranged.
• Partially used services: When an activity has already begun, or transfers, entry tickets, meals, guides or other components have already been used, any refund must take into account the services that were actually used.
• Safety: Passenger safety will take priority over strict adherence to an itinerary. Operators may modify or suspend an activity when there are objective safety reasons.
• Physical condition and health: Some experiences may involve high altitude, hiking, boat travel, uneven terrain, demanding weather conditions, or limited access to medical care. The passenger must report any condition that may affect their participation.
• Medical assessment: El Raco Experience may consult with its providers regarding the feasibility of an activity, but does not perform medical evaluations. If in doubt, we recommend consulting a healthcare professional beforehand.
• Dietary restrictions: Allergies, intolerances and special dietary needs must be reported in advance. El Raco Experience will communicate these requirements to providers, although in remote destinations there may be limited availability of certain products.
• Special requests: Separate beds, adjoining rooms, a specific location, accessibility, special schedules or other requirements will be subject to provider confirmation.
• Remote destinations: In rural areas, islands, mountains, desert, altiplano or border areas there may be limitations on internet, phone signal, electricity, hot water, heating, food availability, payment methods, pharmacies, infrastructure and medical care.
• Accommodations in Bolivia and other remote areas: The originally informed accommodation may be replaced due to weather conditions, road closures, operational issues, infrastructure, lack of supplies, safety concerns or other last-minute contingencies.
• Alternative accommodation: Efforts will be made to use an establishment of similar category and characteristics, provided availability exists. Due to the nature of the destination, it will not always be possible to guarantee exactly the same location, infrastructure, services or room layout.
• Shared or semi-private services: Some transfers and excursions are carried out together with other passengers. Pick-up times may be approximate and vary due to traffic, passenger locations, road conditions and route operations.
• Punctuality: The passenger must be ready at the informed place and time. If the passenger does not show up, arrives late, is in a different location, does not respond through the contact channels, or decides not to take part, the service may be considered used once the provider has already carried out the transfer, held the reservation, or incurred its costs.
• Travel insurance: We recommend purchasing assistance insurance covering medical care, accidents, trip cancellation or interruption, delays, baggage, adventure activities and other contingencies. It is the passenger’s responsibility to review the coverage, exclusions, deductibles and conditions of the insurance purchased.

• External contingencies: During a trip, extraordinary situations may occur that are beyond the reasonable control of El Raco Experience and the providers involved.
• These situations may include:
  • Severe weather conditions.
  • Border closures.
  • Closure of parks or attractions.
  • Suspension of boat trips.
  • Airport closures.
  • Road interruptions.
  • Natural disasters.
  • Restrictions imposed by authorities.
  • Social unrest.
  • Health emergencies.
  • Temporary shortages of fuel, food or other supplies.
  • Security situations.
  • Other exceptional events beyond the reasonable control of the parties.
• Assistance during a contingency: El Raco Experience will inform the passenger and provide support to review the available alternatives and reduce, to the extent reasonably possible, the impact on the program.
• Possible alternatives: Depending on the case and availability, it may be possible to evaluate modifying the order of the itinerary, changing schedules, using alternative routes, replacing activities, rescheduling services, or requesting flexibility from providers.
• Combined availability: The possibility of reorganizing a trip will depend on all the logistics involved. The fact that availability exists to modify a flight or excursion does not mean the entire program can be automatically rescheduled.
• Example: There may be flight availability for new dates, but no availability for accommodations, transfers, excursions, entry tickets, boat trips or guides. In that case it will be necessary to review other alternatives, and the original rescheduling cannot be guaranteed.
• Extraordinary expenses: When a contingency is not attributable to El Raco Experience or the corresponding provider, the additional expenses generated are not part of the originally contracted price.
• These expenses may include:
  • Additional nights of accommodation.
  • Additional meals.
  • Extraordinary transfers.
  • Purchase of new flights.
  • Fare differences.
  • New entry tickets or permits.
  • Extension of other services.
  • Other expenses necessary as a result of the contingency.
• Liability for additional expenses: El Raco Experience will provide help in searching for alternatives, coordinating and requesting flexibility, but this assistance does not mean the company will financially assume expenses arising from an external cause.
• Coverage of these expenses: Additional costs must be borne by the passenger, unless they are legally the responsibility of an airline or provider, are covered by the insurance purchased, or there is express authorization for coverage.
• Services already used or committed: Services provided, used, or paid for under non-refundable conditions do not automatically give rise to a right to a refund due to the existence of an external contingency.
• Rescheduling: When it is possible to reorganize the trip, the new services will be subject to availability and the fares in effect for the new dates. Any price difference will be communicated before confirming the change.
• Recommended insurance: Due to these exceptional situations, we especially recommend purchasing insurance that covers trip interruption, cancellations, delays, accommodation expenses, airfare differences and other contingencies.

• Cancellation request: Any cancellation must be requested in writing through El Raco Experience’s official channels. The date and time of receipt will be used to calculate how far in advance the request was made relative to the program’s start date.
• Who may request it: The cancellation must be requested by the booking holder, the person who made the payment, or a person expressly authorized in writing.
• Individual review: A cancellation request does not mean that all amounts paid are automatically refundable. Each booking will be reviewed taking into account all services that have been issued, paid, blocked or confirmed.
• Refund calculation: When applicable, the following may be deducted:
  • Issued tickets and non-recoverable amounts.
  • Penalties applied by accommodations, operators, carriers or other providers.
  • Entry tickets, permits or name-specific services purchased.
  • Services already used or provided.
  • Other amounts actually committed and non-recoverable.
• Deposits paid: Deposits will not automatically be considered fully lost. A review will be made of what portion was actually allocated to flights, blockings, payments or non-recoverable services, and what amounts can be refunded.
• Cancellation statement: El Raco Experience will inform the passenger of the outcome of the review. When applicable, this may detail the total paid, committed services, non-recoverable costs, penalties, recovered amounts, and the total amount corresponding to the refund.
• Cancellation with 30 or more days’ notice: The recoverable amounts will be refunded after deducting costs actually committed and non-refundable.
• Important: Cancelling 30 or more days in advance does not guarantee a full refund, since certain flights, entry tickets, accommodations or other services may already be committed from the moment the booking is confirmed.
• Cancellation with 29 days or less notice: Services may be subject to partial penalties or penalties of up to 100%, depending on the applicable conditions and commitments made with each provider.
• Dealing with providers: In justified circumstances, El Raco Experience will request the greatest possible flexibility from its providers in order to favor the passenger. This effort does not guarantee the elimination of penalties or full recovery of the committed services.
• Same-day cancellation or no-show: When the passenger does not show up, arrives after departure, cancels on the same day, or voluntarily decides not to use a service, a penalty of up to 100% may apply when the provider has held the reservation or incurred the corresponding costs.
• Voluntary interruption of the trip: If the passenger decides to end an already-started program early, pending services will not be automatically refundable. A review will be made of the amounts that can actually be recovered.
• Illness or emergency: When a cancellation has a documented medical or exceptional cause, El Raco Experience will review the supporting information and request flexibility from providers. This does not automatically guarantee a full refund of the services.
• Cancellation of a service by a provider: When a provider cancels before the service begins, El Raco Experience will review the available alternatives, and depending on the case, a rescheduling, substitution, date or time change, or refund corresponding to the service not provided may be arranged.
• Cancellation attributable to El Raco Experience: When a service cannot be provided for a reason directly attributable to El Raco Experience, a proportional solution will be reviewed, which may include rescheduling, an equivalent substitution, or a refund corresponding to the services not provided.
• Right of withdrawal: El Raco Experience will respect the right of withdrawal when applicable in accordance with current legislation and the nature of the contracted service. Legally established rights will not be subject to the discretion of the company or its providers.
• Commercial flexibility: When a request does not correspond to a mandatory legal right, El Raco Experience may assess the situation on a case-by-case basis, consider the circumstances, mediate with providers, and seek a reasonable and balanced solution for both parties.
• Case-by-case solutions: These efforts may include requests for flexibility, rescheduling, partial waiver of penalties, or other alternatives. However, they do not guarantee a full refund, preservation of the original price, or acceptance by all providers.
• Refunds: Refunds will be made to the booking holder, to whoever made the payment, or to another account expressly authorized in writing.
• Timeframes: Processing time will depend on the nature of each service and the providers, airlines, payment methods or banking institutions involved. When a timeframe is established by law, it will prevail.
• Customer service hours: Monday to Friday, 9:00 a.m. to 6:00 p.m., excluding public holidays.
• Assistance during the trip: Passengers currently using a confirmed program will have assistance available through the WhatsApp channel indicated in their documentation. On Saturdays, Sundays and public holidays, on-route assistance hours are 8:00 a.m. to 9:00 p.m.
• Scope of assistance: El Raco Experience may guide the passenger, communicate with providers, review operational changes, and help coordinate alternatives. This assistance does not mean that the company automatically assumes the costs arising from the situation.
• Emergencies: El Raco Experience’s assistance does not replace medical services, ambulances, police, fire departments, local authorities, or official emergency channels. In a medical or security emergency, the passenger must first contact the corresponding service and then inform El Raco Experience.
• Timely communication: The passenger must report any issue during the trip as soon as it occurs, allowing El Raco Experience to attempt to manage a solution while the service is still underway.
• Complaints: When there is a comment following the trip, we recommend including the booking holder’s name, destination, dates, a description of what happened, and attaching photographs, receipts or other evidence that will allow the situation to be properly reviewed.
• Final note: These policies seek to maintain a balance between protecting passengers and the financial and operational commitments that El Raco Experience makes with airlines, accommodations, carriers, operators, guides and other providers when confirming each trip.

• Payment by transfer, deposit or Caja Vecina BancoEstado: The passenger may make full payment or partial payments using El Raco Experience’s official bank details.
• Payment in installments: After the first payment, the passenger may make additional partial payments during the months leading up to the trip, provided the total value of the program is fully paid within the deadline stated in their quotation.
• Payment deadline: As a general rule, the total balance must be paid at least 30 days before the start of the trip, unless the quotation expressly indicates a different date.
• Bookings made less than 30 days in advance: When a program is booked within 30 days of its start date, full payment may be requested in order to proceed immediately with the purchase and confirmation of services.
• Currency: Payments are made in Chilean pesos (CLP), unless the quotation expressly indicates a different condition.

Bank details:

• Checking Account:
  • Bank: BancoEstado
  • RUT: 76.896.115-8
  • Account No.: 25700022822
  • Account holder: El Raco Experience Agencia de Turismo
  • Email: reservas@elracoexperience.com
• Electronic Checkbook (Cuenta Vista):
  • Bank: BancoEstado
  • RUT: 76.896.115-8
  • Account No.: 35571189389
  • Account holder: El Raco Experience Agencia de Turismo
  • Email: reservas@elracoexperience.com

Card payment via Webpay.cl:

• Accepted cards: The passenger may make payments using the cards accepted by Webpay.
• Payment in installments: The ability to pay in installments, the number of installments, interest and financing conditions will depend on the bank or card-issuing institution.
• Foreign cards: Acceptance will depend on Webpay, the card used, and authorization from the issuing institution.
• Payment confirmation: Payment will be considered made once the transaction has been approved by Webpay and verified by El Raco Experience.

Secure Payment Button: WebPay.cl – El Raco Experience

• Data controller: Agencia de Turismo Christian Marcelo Gamboa Navarro EIRL, trading as El Raco Experience, RUT 76.896.115-8, will be responsible for the processing of personal data collected during quotations, bookings and the provision of tourism services.
• Privacy Policy: The processing of personal data will be carried out in accordance with current legislation and El Raco Experience’s Privacy Policy, which complements these terms and conditions.
• Purposes of processing: Data may be used to prepare quotations, verify availability, manage bookings, purchase tickets and entry passes, book accommodations, excursions, transfers and insurance, issue travel documentation, provide assistance, handle requests or complaints, and comply with legal, contractual, accounting and tax obligations.
• Legal basis for processing: Data necessary to quote, book and carry out the services will be processed to manage pre-contractual measures requested by the passenger, fulfill the travel contract, and satisfy applicable legal obligations. When processing requires consent, it will be requested specifically.
• Strictly necessary data: El Raco Experience will only request data that is adequate, relevant and necessary to manage the contracted services, address operational requirements, or comply with legal obligations.
• Accuracy of information: The passenger is responsible for providing complete, accurate, up-to-date information that matches the documents to be used during the trip.
• Data of companions: When the booking holder provides information about other passengers or companions, they must inform those individuals about the disclosure of their information and the applicable Privacy Policy. When required, the holder must have authorization to provide such data.
• Emergency contact data: When a passenger provides the name and phone number of another person as an emergency contact, they must inform that person about the disclosure of their information. This data will be used exclusively to establish contact in the event of an emergency, accident, communication difficulty, or another relevant situation related to the trip.
• Policy versions: El Raco Experience may update its policies to adapt to legal, regulatory, technological or operational changes. The conditions applicable to each booking will be those communicated and accepted at the time of confirmation, unless a subsequent modification is legally required or is more favorable to the passenger.

• Sensitive data: Information about illnesses, allergies, food intolerances, disability, mobility, neurodivergence or other conditions or special needs will be considered sensitive information and will receive enhanced protection.
• Purpose of sensitive data: This information will be used exclusively to adapt services, assess the feasibility and safety of activities, coordinate assistance, manage dietary or accessibility needs, and protect the passenger’s health and well-being.
• Express consent: When applicable, El Raco Experience will request the express consent of the data subject or their representative to process and disclose sensitive data. This authorization will be independent of the general acceptance of the booking policies.
• Voluntary disclosure: Providing health information and special needs is voluntary. However, when a condition may affect safety, accessibility or participation in an activity, it is important to report it in a timely manner so that El Raco Experience and its providers can assess and adopt reasonably necessary measures.
• Limited information: El Raco Experience will request and use only the health information that is necessary to provide and adapt the services. No additional medical information will be requested when there is no justified operational, contractual or legal purpose.
• Disclosure to providers: When it is necessary to adapt an activity, meal, accommodation, transfer or assistance, El Raco Experience may communicate to the provider only the information strictly necessary to fulfill that purpose.
• Medical diagnoses: Whenever possible, the operational need will be communicated rather than the full medical diagnosis. For example, “strictly gluten-free meal” may be communicated without sharing additional medical information that is not necessary.
• Medical assessments: El Raco Experience and its providers may assess the operational feasibility of an activity, but do not perform diagnoses or medical evaluations. If in doubt about their health, we recommend the passenger consult a healthcare professional beforehand.
• Advertising use: Sensitive or health-related data will not be used for advertising, commercial segmentation, or the creation of marketing profiles.

• Special protection: The personal data of children and adolescents will be processed taking into account their best interests, their comprehensive protection, and respect for their progressive autonomy.
• Children under fourteen years of age: The processing of personal data of children under fourteen years of age will require the consent of their parents, legal representatives, or whoever legally holds their personal care, unless a different legal authorization exists.
• Adolescents: The personal data of adolescents may be processed in accordance with the rules applicable based on their age and the nature of the information requested.
• Sensitive data of adolescents under sixteen years of age: The processing of sensitive data of adolescents under sixteen years of age will require the consent of their parents, legal representatives, or whoever legally holds their personal care, unless legislation expressly authorizes another form of processing.
• Verification of the representative: El Raco Experience may request reasonable information to verify the identity and status of the father, mother, legal representative, or person holding personal care of the minor.
• Necessary information: Data of minors will be limited to that necessary to make bookings, issue tickets or entry passes, comply with authority requirements, adapt services, and ensure their safety during the trip.
• Travel authorizations: Personal data protection is independent of any notarial, immigration or judicial authorizations that may be required for a minor to travel.

• Necessary providers: In order to confirm and carry out the contracted services, El Raco Experience may disclose personal data to airlines, accommodations, tour operators, guides, carriers, insurers, park and entry-ticket administrators, payment platforms, technology providers, assistance services, and competent authorities.
• Limitation of information: Only the data necessary to book, coordinate, provide or manage each service will be disclosed.
• Purpose of the disclosure: Providers must use the information exclusively for purposes related to the contracted services, the instructions received, or their legal obligations.
• Independent providers: Some providers, such as airlines, insurers, payment methods or entry-ticket administrators, may process data as independent controllers and apply their own privacy policies.
• Data processors: When a provider processes personal data on behalf of El Raco Experience, it must do so in accordance with the instructions received, the agreed purposes, and the applicable confidentiality and security obligations.
• Authorities: Data may be disclosed to administrative, judicial, immigration, health, police or civil protection authorities when there is a legal obligation, a competent request, or an emergency situation that justifies it.
• Prohibition on commercialization: El Raco Experience will not sell or rent its passengers’ personal data to third parties.

• International services: The provision of tourism services outside Chile or the use of international technology platforms may require certain data to be disclosed, stored or processed in other countries.
• Purposes: International transfers may be carried out to manage accommodations, excursions, transfers, insurance, entry tickets, assistance, communications, payments, technological storage, or other services necessary to carry out the contracted program.
• Necessary information: Only the data that is adequate, relevant and necessary to fulfill the corresponding purpose will be transferred.
• Safeguards: International transfers will be carried out in accordance with the conditions and safeguards established by current personal data protection legislation.
• Information for the passenger: The Privacy Policy will disclose the categories of recipients, purposes and safeguards applicable to international transfers when relevant.

• Retention period: Data will be retained for the time necessary to manage the quotation, confirm and carry out the services, provide assistance, handle requests or complaints, and comply with legal, contractual, accounting and tax obligations.
• Deletion or anonymization: When data is no longer necessary and there is no legal obligation or basis to retain it, it will be deleted, anonymized or blocked as appropriate.
• Identity documents: Copies of identity cards, passports and other identification documents will be retained only for as long as necessary to manage the services, comply with legal obligations, or handle pending claims.
• Sensitive data: Health and special-needs information will be deleted or anonymized when no longer necessary, unless there is a legal obligation, emergency, claim, or pending proceeding that justifies retaining it.
• Records of complaints: El Raco Experience may retain communications, receipts, certificates and other information necessary to manage cancellations, refunds, requests, incidents or complaints for as long as there is a legitimate purpose or a pending proceeding.
• Security measures: El Raco Experience will apply technical and organizational measures aimed at protecting data against loss, destruction, alteration, leakage, or unauthorized disclosure or access.
• Restricted access: Access to personal data will be limited to team members and providers who need to know it in order to carry out their duties.
• Confidentiality: Individuals who access personal data must maintain its confidentiality even after their employment, commercial or contractual relationship with El Raco Experience has ended.
• Payment security: Card payments will be processed by platforms authorized for that purpose. El Raco Experience will retain only the information necessary to verify payment, issue receipts, manage refunds, and comply with legal obligations.

• Rights: Data subjects may request information about and access to their personal data, as well as its rectification, deletion, objection, portability or temporary blocking, when applicable under current legislation.
• Withdrawal of consent: When processing is based on consent, the data subject may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before the withdrawal.
• Necessary processing: Withdrawal of consent will not prevent El Raco Experience from retaining or using data that is necessary to carry out name-specific services, comply with legal obligations, handle claims, or exercise and defend rights.
• Request channel: Inquiries and requests related to personal data may be sent to reservas@elracoexperience.com or to the specific privacy channel that El Raco Experience makes available.
• Identity verification: To protect personal data, El Raco Experience may request reasonable information to verify the identity of the requester or the representation being claimed.
• Response: Requests will be received, recorded and responded to within the timeframes and conditions established by current legislation.
• Complaints: If the data subject believes that their rights have not been properly addressed, they may use the complaint mechanisms established by law and approach the competent authority when applicable.

• Promotional information: El Raco Experience may send news, promotions or information about tourism programs only when there is consent or another legal basis that permits it.
• Independent consent: Authorization to receive commercial communications will be voluntary and independent of any request for a quotation, booking, or contracting of a program.
• No conditioning: Declining to receive advertising will not prevent the passenger from requesting a quotation, booking, paying for, or using the contracted services.
• Withdrawal of authorization: The data subject may request at any time to stop receiving commercial communications through the mechanism included in the message or by writing to El Raco Experience’s official channels.
• Sensitive data: Data related to health, disability, mobility, diet or special needs will not be used for advertising segmentation.

• Use of cookies: El Raco Experience’s website uses cookies and similar technologies to enable its operation, strengthen its security, remember preferences, analyze site usage, and, when authorized, measure or personalize advertising activities.
• Cookie categories: Cookies and similar technologies may be classified as necessary, preference, analytics, and marketing or advertising, according to their purpose.
• Necessary cookies: Strictly necessary cookies may be used to enable the operation, security and provision of the services requested through the site. These cookies will not be used for advertising purposes.
• Preference cookies: These allow certain user choices to be remembered, such as language, settings or browsing preferences, when applicable.
• Analytics cookies: These allow information to be gathered about site usage and performance, such as pages visited, interactions and possible errors, for the purpose of measuring and improving the browsing experience.
• Marketing or advertising cookies: These may be used to measure campaigns, limit ad repetition, carry out segmentation, or display advertising related to the user’s interests. These technologies will be managed in accordance with the choice made through the consent manager.
• User options: The user may accept, reject or configure cookie categories through the clear and accessible options available on the site. Declining non-necessary cookies will not prevent access to general information or requesting a quotation.
• Withdrawal or modification: The user may subsequently modify or withdraw their choice through the cookie settings mechanism available on the site.
• Record of the choice: El Raco Experience may retain a technical record of the date, version, and categories accepted or rejected in order to manage and demonstrate the choice made by the user.
• External providers: Some cookies or technologies may be managed by external providers, such as analytics, advertising, security or embedded content services. These providers may process information in accordance with their own policies and the settings authorized by the user.
• Additional information: The providers, purposes, categories, retention periods and other information related to the use of cookies are available in El Raco Experience’s Cookie Policy.

• Incident management: El Raco Experience will have procedures in place to detect, record, assess and manage incidents that may affect the security of personal data.
• Record: Breaches will be documented, indicating, where possible, their nature, effects, the categories of data affected, the approximate number of data subjects involved, and the measures adopted.
• Notification to the authority: When a breach creates a reasonable risk to the rights and freedoms of data subjects, El Raco Experience will make the required notifications to the competent authority without undue delay.
• Notification to affected individuals: When the nature of the data or the level of risk legally requires it, El Raco Experience will inform the affected data subjects in clear and plain language.
• Content of the notification: The information may indicate the data compromised, the possible consequences, the measures adopted, and any recommended precautions.
• Passenger cooperation: If a passenger becomes aware of information related to their booking being sent to the wrong recipient, accessed without authorization, lost or exposed, they should please report it to El Raco Experience through its official channels so the situation can be assessed promptly.