Preguntas Frecuentes
1. What is Austral Immersive?
Austral Immersive is a tourism agency dedicated to creating authentic and memorable experiences in Southern Patagonia, combining nature, culture, history, and unique places in the Magallanes Region.
2. Is Austral Immersive registered with SERNATUR?
Yes. C&C Servicios Turísticos Austral Immersive SpA, RUT 78.418.442-0, is registered in the National Registry of Tourism Service Providers of the National Tourism Service (SERNATUR) under No. 111221.
3. How can I contact Austral Immersive?
You can write to us at info@australimmersive.travel or contact us by phone or WhatsApp at +56 9 8811 9611. You can also use the contact and booking request form available on this website.
4. What kind of experiences do you offer?
We offer tourism experiences designed to explore Southern Patagonia in a different way, including routes, nature, heritage, local culture, and places of special tourist interest.
5. Where do the experiences take place?
Our experiences primarily take place in the Magallanes and Chilean Antarctica Region, considering various destinations and attractions in Southern Patagonia.
6. What is the minimum age to participate?
Our experiences are ideally aimed at people from 10 years of age. Participants under 18 must travel accompanied by their father, mother, or legal guardian, who will be responsible for their care and supervision throughout the experience. Some experiences may require a higher minimum age for safety reasons, which is indicated in their description.
7. Are the experiences suitable for everyone?
Each experience has its own characteristics and level of demand. Before booking, we recommend reviewing the tour description, duration, terrain conditions, and physical requirements. Some of our routes involve prolonged hikes over uneven terrain, sailing in exposed waters, and exposure to intense wind and cold.
8. Are the experiences accessible to people with disabilities?
Currently, our experiences do not have universal accessibility conditions for people with physical disabilities. We recommend consulting in advance the specific characteristics of each activity before making a booking.
9. Do you work with private groups?
Some experiences can be conducted privately or for specific groups, depending on availability and service conditions. You can contact us to evaluate a personalized alternative.
10. Can I book a personalized experience?
Yes. We can evaluate special requests and design experiences according to the interests, availability, and characteristics of the group, provided that operational and safety conditions allow it.
11. Do the tours include transportation?
Depending on the booked experience, transportation may be included. When applicable, this service will be provided by specialized external providers and duly coordinated by Austral Immersive. The included services are clearly specified in the description of each experience, prior to making the booking.
12. Do the tours include food?
It depends on each experience. Information regarding included food, meals, snacks, or beverages is detailed in the description of each tour.
13. What is not included in the experiences?
Unless expressly stated otherwise, the following are not included: airfare to and from the region; travel insurance and medical assistance; alcoholic beverages and consumptions outside the established menu; tips for guides, drivers, or staff; and personal equipment (backpacks, trekking poles, technical clothing, among others).
14. Who provides the transportation services?
When an experience includes transportation, it may be provided by third parties hired by Austral Immersive, according to the needs and characteristics of each service. The same applies to sailing, flights, and accommodations, which are provided by independent suppliers with their own authorizations and insurance.
15. What should I bring to the tours?
Each experience has specific recommendations. In general, we recommend bringing: Appropriate clothing for Patagonia’s weather conditions, ideally in layers. Comfortable footwear suitable for uneven terrain. Waterproof and windproof clothing. Sun protection. Water. Personal documentation. Personal medication, when applicable.
16. Can the weather in Patagonia change during the tour?
Yes. In Southern Patagonia, weather conditions can change rapidly. For this reason, we recommend being prepared for wind, rain, low temperatures, and weather changes during the same day.
17. Should I report any health condition?
Yes. At the time of booking, we will ask you for information regarding health conditions, allergies, dietary requirements, mobility, and physical activity level. This information is confidential and used solely so you can participate safely. Providing complete and truthful information is essential: omitting relevant data may prevent your participation in an activity.
18. Do I need travel insurance?
Travel insurance is not included in the price, and we strongly recommend purchasing it. For some experiences in remote areas, it may be required for participation. We suggest a policy covering medical assistance, accidents, evacuation and rescue, trip cancellation, and baggage loss, valid throughout the entire experience.
19. What documentation should I bring?
It is the responsibility of each passenger to carry their valid identity card or passport and, when the experience requires it, border zone authorizations, visas, or permits required by the authorities. In the case of minors leaving the country, notarized authorizations may be required.
20. How can I book?
Booking is done through channels enabled by Austral Immersive, including the booking request form on this website. Submitting the form constitutes a request: our team will verify availability and reply within approximately 48 business hours. The booking is confirmed when we accept the request in writing and the corresponding payment is made.
21. What payment methods do you accept?
We accept credit or debit cards and the payment gateways PayPal, MercadoPago, and Webpay. Bank fees, currency conversion charges, or gateway fees are to be paid by the passenger.
22. How does the booking payment work?
When submitting your booking request, a 5% deposit of the total value of the experience is paid. Once we confirm availability, the remaining 95% is paid. If we cannot confirm availability for the requested experience, the 5% deposit is fully refunded.
23. Will I receive a confirmation of my booking?
Yes. Once the payment and booking are confirmed, you will receive the corresponding information for your experience, including date, time, meeting point, and necessary recommendations.
24. What happens if I want to cancel my booking?
Cancellations must be requested in writing to reserva@australimmersive.travel. Unless special conditions are stated in writing for a specific experience, the following refund policy applies to the total value:
| Days before the experience | Refund |
|---|---|
| 60 days or more | 100%, minus administrative and banking fees |
| Between 59 and 30 days | 50% |
| 29 days or less, no-show or abandonment | No refund |
Third-party services already booked and paid under your name that are non-refundable (such as charter flights, National Park tickets, or sailing spots) cannot be refunded.
25. Can I change the date of my booking?
Date changes can be requested within 10 consecutive days following the booking payment; from day 11 onwards, date changes are not allowed. Any modification is subject to availability and the corresponding fare difference. One (1) modification is allowed per booking.
26. What happens if weather conditions prevent the tour from taking place?
The safety of our passengers is our priority. If weather, sea, or terrain conditions, or instructions from competent authorities make it impossible to conduct an experience, Austral Immersive may suspend it, reschedule it, or replace the activity with an equivalent alternative.
27. What happens if Austral Immersive cancels my experience?
If it is not possible to reschedule the experience or offer an equivalent alternative, the value of the unprovided services will be refunded. If it occurs before the start and there are no irrevocably committed third-party services, the refund is 100%. If it is due to not reaching the minimum number of passengers, we will notify you 15 days in advance, and you can change the date or request a refund.
28. What happens if I arrive late to the meeting point?
It is the passenger’s responsibility to arrive at the designated place and time. A delay preventing the departure of the tour may result in the loss of the activity, notwithstanding the specific conditions established for each experience.
29. What happens if I forget or lose an object during the tour?
Austral Immersive is not responsible for personal items lost, forgotten, or damaged during the experience. We recommend keeping your personal belongings secure.
30. Can I bring pets?
The possibility of bringing pets will depend on the characteristics of each experience, the transportation used, and the conditions of the visited location. It must be consulted in advance.
31. Do you take photographs during the experience?
Yes. Our guides may take photographs and videos for recording and broadcast purposes. You can authorize or deny the use of your image for promotional purposes on the passenger form or by communicating it in writing before the start of the experience. Your decision does not affect the provision of the service in any way.