Help center
Frequent questions
How do I book an activity through Tur.com?
All activities are booked exclusively through the website or the <a href='https://www.tur.com/en'>Tur.com</a> app. Payment is made online and the activity is confirmed immediately. In-person bookings or reservations via email, social media, or phone are not accepted.
What payment methods are available?
Payments are made online through the marketplace or the <a href='https://www.tur.com/en'>Tur.com</a> app to facilitate online booking and payment for each activity. National and international debit and credit cards are accepted. In-person payments, bank transfers, or cash payments are not accepted.
When should the operator contact me after booking?
Once the booking is completed, the operator will receive a notification containing the customer’s contact details. The operator will contact the customer 24 hours before the activity to clarify any questions. If the operator does not contact you, you can find their contact details in the app under 'My Trips'.
I have a Copec Pay card. How do I apply the discount?
The discount is applied at the time of booking. After completing the passenger information, enter the BIN (the first 6 digits of your Copec Pay card) in the 'Coupon' field. Once you click apply, the 20% discount will be validated.
How can I modify, reschedule, or cancel an activity?
To cancel or reschedule an activity, you must do so through your account on the <a href='https://www.tur.com/en'>Tur.com</a> marketplace. Go to 'My Trips' in your user account and manage it from there.
What is the cancellation policy?
Most activities on Chiletur Copec offer free cancellation up to 24 hours before the start of the activity. However, some activities require more advance notice for free cancellation. This information is available on each product page. It is the passenger’s responsibility to review the cancellation policy for each activity.
What happens if a tour operator cancels the booking?
If a tour operator cancels an activity, they will contact the customer directly to offer a similar activity or an alternative date. If the customer does not wish to reschedule, a 100% refund of the activity price will be processed. For this, please contact Tur.com directly at 800 200 354.
What happens if an activity is rescheduled or canceled due to weather conditions or force majeure?
If an activity cannot be carried out due to weather conditions or force majeure (natural disasters, road accidents, demonstrations, unplanned park closures, or technical failures in transportation, among others), the tour operator will contact passengers to inform them of the available alternatives. If the passenger does not wish to accept the operator’s alternative, a 100% refund of the activity price will be processed. For this, please contact Tur.com directly at 800 200 354.
How can I know the difficulty level of an activity?
Tur.com offers activities designed for all audiences, ranging from low difficulty to extreme experiences. It is the passenger’s responsibility to read the activity description before booking, where the schedule, duration, planned activities, and difficulty level are detailed.
What is the minimum age required to participate in activities?
The minimum age varies depending on the activity and the tour operator. To find out the minimum age required for each experience, please check the activity description. If the minimum age is not specified, call 800 200 354 for more information.
Do all activities include transportation to the meeting point?
Each activity includes a map showing the location of the meeting point.
What is the meeting point for the activity?
Each activity includes a map showing the location of the meeting point.
How can I check activity availability?
When booking an activity in the marketplace, a calendar shows the available dates. If no dates are enabled, it means there is no availability. In that case, we suggest looking for a similar experience with another tour operator on the Tur.com website or app.
Is there a minimum number of participants required to book an activity?
The minimum number of participants varies by activity. Generally, between one and two participants are required to make a booking.
Other questions and inquiries
If you have any questions or inquiries, you can always contact us through our official customer support channels: Contact Center, email: llamanos@copec.cl, phone: 800 200 354. All channels are available 24/7. For your peace of mind and convenience, we are here to help with any concerns.
