At Filuko Patagonia we work with small groups and limited dates. Each reservation involves blocking a date and organising horses, equipment, logistics, accommodation and food in advance. We want the conditions to be clear from the start, both for our guests and for us.
1. Reservation and Payments
To request a reservation, we first check date availability and send the corresponding details. The reservation is effectively confirmed once 25% of the total value of the experience is received as a deposit.
The deposit must be paid within 7 days of receiving the reservation confirmation. If we do not receive payment within that timeframe and no other condition has been previously agreed, we reserve the right to release the date for other guests.
Pay the remaining 75% no later than 30 days before your arrival. The full amount must be paid before arrival.
Payments can be made using the methods indicated in the reservation confirmation. By paying the deposit, the guest declares that they have read and accepted these reservation and cancellation conditions.
2. Cancellation by the Guest
When booking our trail ride, a deposit of 25% of the total price must be paid. The remaining 75% must be paid no later than 30 days before your arrival.
If the guest cancels the booking, the following cancellation charges will apply, calculated on the total price of the trail ride:
| Time of cancellation |
Cancellation charge |
| More than 120 days before the start |
10% |
| Between 120 and 91 days before |
20% |
| Between 90 and 61 days before |
30% |
| Between 60 and 29 days before |
50% |
| Between 28 and 15 days before |
75% |
| 14 days or less before the start |
100% |
Amounts already paid will be credited towards the applicable cancellation charge. If the amount already paid exceeds the applicable charge, the difference will be refunded to the guest. If the applicable charge exceeds the amount already paid, the guest must pay the outstanding balance.
Any non-refundable fees or commissions charged to Filuko by payment platforms, banks or other intermediaries may be deducted from the refund amount.
Rescheduling
If the guest is unable to take part in the booked ride due to circumstances affecting them personally — such as a cancelled or significantly delayed flight, illness or other unforeseen events — Filuko may, at its discretion and subject to availability, offer the possibility of rescheduling the booking to another available date.
Any request for rescheduling must be communicated to Filuko as soon as reasonably possible and, where possible, before the scheduled start of the ride. Rescheduling is subject to availability and is not guaranteed. We will nevertheless make reasonable efforts to find a fair and flexible solution for the guest.
Rescheduling to another date does not automatically entitle the guest to a refund of amounts already paid. Any additional costs arising from the rescheduling may be charged to the guest. A cancelled or delayed flight, illness, personal circumstances or other events affecting the guest's ability to travel do not automatically cancel the guest's payment obligations or entitle them to a full refund: the applicable cancellation charges remain in effect unless otherwise agreed by Filuko.
Force majeure and impossibility of performance
If Filuko is unable to provide the ride due to circumstances beyond its reasonable control — natural disasters, extreme weather, official restrictions, civil unrest or other events that make the ride unsafe or impossible — Filuko may postpone, reschedule or cancel the ride as necessary.
In such circumstances, Filuko will make reasonable efforts to offer the guest an alternative date. If the ride cannot reasonably be rescheduled and Filuko is unable to provide the booked service, the guest will be entitled to any refund or other remedy required by applicable law in respect of the service that cannot be provided. These circumstances will be assessed based on their actual impact on the provision and safety of the ride.
These cancellation, rescheduling and force majeure conditions apply without prejudice to any mandatory legal provisions that may be applicable.
3. Cancellation by Filuko
Under certain circumstances, Filuko may be forced to cancel, postpone or modify an experience. This may happen, for example, when:
- weather conditions compromise safety;
- there is a risk of fire or another environmental situation;
- trail or terrain conditions make the route unsafe;
- any of the horses are not in proper condition;
- any other unforeseen circumstance prevents the experience.
The safety of our guests, our team and our horses is always our top priority. If Filuko must cancel an experience before it begins and we cannot offer an acceptable alternative, the guest may choose between: (a) rescheduling the experience for a new date, subject to availability; or (b) receiving a 100% refund of the amounts paid to Filuko.
If the guest chooses to reschedule, the amount already paid may be applied to the new date. Filuko will not be responsible for additional expenses contracted separately by the guest, such as flights, transport, accommodation, car rentals or other external services.
4. Exceptional situations during the experience
Filuko's horseback rides take place in natural environments and, especially on multi-day journeys, circumstances may arise that make it necessary to modify the original itinerary. For reasons of safety, weather conditions, terrain status, horse welfare or other unforeseen circumstances, Filuko may modify the route, schedules, campsites or specific planned activities.
We will always strive to maintain the spirit and quality of the original experience and find the most suitable alternative for the group.
5. Conduct and coexistence during the experience
To guarantee a great experience for everyone, we expect our guests to maintain respectful conduct throughout the journey toward the guides, other guests, staff, horses and the natural environment.
Misconduct, disrespect, aggressive or violent behaviour, crossing boundaries with other people, putting other participants or horses at risk, mistreating animals or repeatedly failing to follow the guides' instructions may be grounds for the termination of the guest's participation in the journey.
In such cases, Filuko will ask the guest to leave the activity when their conduct affects safety, welfare, coexistence or the normal development of the experience. Termination of participation for these reasons will not entitle the guest to a refund for unused services. The decision will be made by the Filuko team, prioritising at all times the safety of individuals, the welfare of the horses and mutual respect among all participants.
6. Late arrivals and voluntary departure
The guest is responsible for arriving at the meeting point and time indicated by Filuko. If a guest arrives late, misses a connection, voluntarily decides to leave the experience once it has started or cannot participate for personal reasons, no refund will apply for unused services, unless Filuko exceptionally determines otherwise.
If a person cannot continue due to safety, health, behavioural reasons or any other circumstance that makes it necessary to interrupt their participation, the situation will be evaluated individually.
7. Insurance and coverage
Filuko provides coverage for accidents directly related to the horseback riding activities we offer. This coverage does not replace personal travel insurance.
We recommend all our guests purchase travel insurance that covers, according to their needs, trip cancellations or interruptions, medical assistance, evacuation, flights, luggage and other expenses that may arise during their trip. Expenses and situations not directly related to Filuko's horseback riding activity remain the responsibility of the guest.
These conditions exist so that both Filuko and our guests know exactly what to expect before confirming a reservation. We work with small groups and prepare each experience in advance. That is why we prefer everything to be clear from the start, so that when the time comes to mount up, the only thing left to do is enjoy Patagonia.
By confirming a reservation and paying the deposit, the guest declares that they have read and accepted these conditions.
