REFUND POLICY

1. Cases where refunds do NOT apply

• When the customer voluntarily decides not to take the service.
• When the customer does not show up at the agreed meeting point, date and time.
• When the customer arrives outside the agreed time, preventing the vessel from departing.

2. Exceptional cases where a refund MAY apply

• Adverse weather or maritime conditions, determined by the competent maritime authority (DIMAR) or for safety reasons.
• Verified medical condition of the passenger that prevents the service from being carried out.
• Cancellation of the service by the partner operator or the maritime authority. In this case the customer may choose between rescheduling or a refund of the amount paid.

3. Service rescheduling

In approved exceptional cases, Fluver will first offer rescheduling of the service, subject to availability and operational conditions, before proceeding with a refund. If the customer gives advance notice of a health condition preventing the service, the amount paid will remain as credit to reschedule within a maximum of one (1) month from the originally scheduled date, subject to availability.

When the cause is foreseeable (for example, a known medical condition), the cancellation or rescheduling must be requested at least two (2) days before the service date. This requirement does not apply to cancellations due to weather, maritime safety or by the operator, which by their nature are determined on the same day.

4. Refund request

• Every request must be made in writing through Fluver’s official channels (WhatsApp, email or the form on this page).
• Foreseeable cases (known medical condition): request at least two (2) days before the service date.
• Weather, maritime safety or operator cancellation: report within 24 hours after the scheduled date.
• Requests submitted after these deadlines will not be considered.

To process the refund, the customer must provide the following documentation:

• Proof of payment.
• ID document or RUT (or full name, ID number, address, phone and email).
• Bank account certificate in the holder’s name for the transfer.
• Return of any wristbands or physical items provided, when applicable.

5. Processing time

Once the refund is approved and the complete documentation is received, the refund will be made by bank transfer on the business days set for this purpose (Wednesdays and Fridays), and may take between 5 and 10 business days depending on the bank or payment platform used.

6. Non-refundable costs

If a refund applies, the following are non-refundable:

• Bank fees.
• Payment platform or electronic gateway fees.

7. Reservation amount and cancellation penalty

The amount paid through Fluver corresponds to the reservation deposit, equivalent to 20% of the total service value; the remaining balance is paid directly to the partner operator.

In cases where a refund does not apply (section 1), this deposit is non-refundable and will be used to cover the cancellation penalty established by the partner operator.

In approved exceptional cases (section 2), Fluver will refund the deposit actually paid, deducting only the non-refundable costs listed in section 6.