Booking, Cancellation and Refund Policy

1. Booking Process

Booking any wine tourism experience via the Website follows the process set out below:

  • 1. Selection of the experience, date, number of participants and available options.

  • 2. Registration or logging in to the platform.

  • 3. Entry of contact and payment details.

  • 4. Review the order summary and accept these policies.

  • 5. Confirm payment and receive the booking confirmation by email.

The booking shall only be deemed confirmed once the user has received written confirmation (by email). D WINES TRAVEL reserves the right to refuse or cancel bookings in the event of a manifest error in price or availability.

2. Prices and Taxes

Todos los precios publicados en el Sitio se expresan en CLP (Peso Chileno) All prices published on the Website are quoted in CLP (Chilean Peso) and include applicable taxes in accordance with current legislation, unless expressly stated otherwise. Prices are subject to change without prior notice, but such changes will not affect bookings that have already been confirmed.

3. Payment Methods

We accept the following payment methods:

  • Credit or debit card (Visa, Mastercard, American Express)

  • Bank transfer (for bookings made at least 20 days in advance) 20 días de antelación)

  • [OTHER METHODS, e.g. PayPal, Webpay, MercadoPago, etc.]

All payments are processed via certified payment gateways using SSL/TLS protocol. We do not store card details on our servers

4. Cancellation Policy by the User

Cancellation terms vary depending on how far in advance the request is made in relation to the start date of the experience:

CANCELLATION TABLE

  • More than 30 days in advance: 100 per cent refund of the amount paid.

  • Between 15 and 30 days in advance: 75 per cent refund of the amount paid.

  • Between 7 and 14 days in advance: 50 per cent refund of the amount paid.

  • Between 3 and 6 days in advance: 25 per cent refund of the amount paid.

  • Less than 3 days’ notice or a no-show: No refund will be given.

Cancellations must be requested in writing by email to contacto@dwinestravel.cl or via the form provided in the ‘Contact’ section of the Website, quoting the confirmation number.

5. Booking Changes

The user may request changes to the date or number of participants at least 20 days prior to the experience, subject to availability and at no additional charge. Changes made less than [20] days in advance may be subject to a [25%].

6. Cancellation due to Extraordinary Circumstances or Force Majeure

In the event of cancellation attributable to extraordinary and unavoidable circumstances (including natural disasters, declared pandemics, extreme weather conditions, government restrictions or other causes of force majeure), the user shall be entitled to:

  • Reschedule the experience at no additional cost to an alternative date, or

  • Receive a voucher/credit for the full amount, valid for 12 months, or

  • Request a full refund, which will be processed within a maximum of20 working days.

7. Cancellation by the Service Provider

D WINES TEAVEL or its associated operators may cancel an experience for operational, weather-related or force majeure reasons, notifying the user as far in advance as possible. In this case, the user will receive, at their discretion:

  • A free rescheduling to an alternative available date.

  • A voucher/credit for the full amount, valid for 12 months.

  • A full refund via the same original payment method.

8. Refund Procedure

8.1 Refund request

To initiate a refund, the user must:

  • Send an email to contacto@dwinestravel.cl with the subject line: “REFUND REQUEST – [BOOKING NUMBER]”.

  • Include: full name, booking number, reason for cancellation and payment method used.

  • Attach, where applicable, supporting documentation (medical certificate, force majeure declaration, etc.).

8.2 Processing times

  • Confirmation of receipt of the request: within 48 working hours.

  • Decision and notification of the outcome: within the following 5 working days.

  • Processing of the approved refund: between 5 and 15 working days from approval, depending on the payment method.

8.3 Method of refund

Refunds will always be made via the same payment method used for the original transaction, unless this is technically impossible and duly substantiated, in which case an alternative method will be agreed with the user.

8.4 Amount to be refunded

The amount refunded will correspond to that calculated in accordance with the cancellation table set out in point 4, less, where applicable, any payment gateway fees that cannot be recovered by the provider. The user will be informed of any such deduction, where applicable, in a transparent manner.

8.5 Disputes and chargebacks

Before initiating any dispute or chargeback with your bank, please contact us. We are committed to resolving any issues promptly. In the event of an unfounded chargeback, D WINES TRAVEL reserves the right to take appropriate legal action. D WINES TRAVEL se reserva el derecho de ejercer las acciones legales pertinentes.

9. Exclusions and Special Conditions

The following situations are excluded from the refund policy:

  • Late arrival by the participant preventing them from taking part in the experience.

  • Failure to meet access requirements (minimum age, declared state of health, previously reported mobility restrictions).

  • Consumption of alcohol or substances that prevent safe participation.

  • Bookings expressly marked as ‘Non-refundable’ at the time of booking.

10. Complaints

Any complaint regarding a booked experience must be submitted in writing within 14 calendar days of the date on which the experience took place (or the scheduled date, in the event of cancellation). Complaints submitted after this deadline cannot be considered.

11. User Responsibility Regarding the Experience

The user is responsible for ensuring they are fully informed of any physical, health or other requirements that may apply to the booked experience. D WINES TRAVEL accepts no liability for accidents or incidents arising from a failure to obtain this information. D WINES TRAVEL no se hace responsable por accidentes o incidentes derivados de la omisión de esta información.

12. Legal Protection of the Service Provider

These policies have been drawn up with the aim of protecting the rights of both the user and D D WINES TEAVEL in the event of any dispute that may arise in connection with the provision of wine tourism services. In the event of a dispute, the parties agree to seek an amicable resolution in the first instance, before resorting to arbitration or legal proceedings.