Bus-Sur Travel Terms and Conditions 2025/26

Bus-Sur Travel Terms and Conditions

Effective Date: 11. 4. 2025 Last updated: 11. 4. 2025

Welcome to Bus-Sur. These terms and conditions govern the use of our travel services and apply to all passengers who purchase tickets through torreshike.com. By purchasing a ticket, you agree to comply with these terms.

1. Refunds and Cancellations

You may cancel your ticket via your torreshike.com account, using the same email address you used for the purchase.

Cancellations are allowed up to 4 hours before the scheduled departure.

A 15% fee will be retained from the total ticket price for cancellations.

You may also request a cancellation by contacting us at info@torreshike.com at least 24 hours before departure.

The service fee included in your purchase (which covers platform usage and customer support) includes VAT and is non-refundable in case of cancellation.

2. Exchanges

National Routes

  • Tickets can be exchanged in-person at Bus-Sur offices up to 1 hour before departure, only with a printed ticket.
  • For early morning departures between 06:45 and 07:15, changes must be made the previous business day.

International Routes

  • Changes must be requested at least 72 hours prior to departure.
  • You may do so in-person with your printed ticket or by emailing sac@bussur.com with the ticket attached and the new preferred schedule.

Additional rules:

  • Once the date/time is changed, refunds are no longer possible.
  • Tickets may be left “open” or changed again through Bus-Sur’s official channels.
  • Open tickets are valid for 90 days, subject to seat availability.
  • A maximum of 3 changes per ticket is allowed.

3. Boarding Requirements

  • You must present your printed ticket or mobile ticket and valid photo identification matching the booking.
  • Tickets are sent via email after purchase.
  • You must confirm the departure platform at the Bus-Sur counter.
  • Please arrive at least 30 minutes early for national trips, and 45 minutes early for international travel.
  • Pickup/drop-off times inside Torres del Paine National Park may vary due to connections with ferries or transfers.
  • All arrival times are estimates and may be affected by weather, road, or border conditions.
  • If boarding from a roadside stop, please notify the company at least 30 minutes in advance via official channels.

4. Luggage Policy

Carry-On

  • Each passenger is allowed one carry-on bag, small enough to fit in the overhead compartment.

Checked-In

  • Each passenger may bring one checked-in bag (up to 27 kg / 59.5 lbs) at no cost.
  • No size restrictions apply to checked-in bags.
  • For extra luggage, ask at the Bus-Sur counter. Conditions vary depending on space and departure.

Oversized Items

  • Oversized luggage (e.g., bicycles, sports gear, musical instruments) are not permitted unless declared and approved in advance.
  • Bicycles are considered special luggage, incur additional fees, and are subject to space availability.
  • If the luggage value exceeds 5 UTM, you must declare it at the departure office (Article 70 D.S. 212).

5. Animals

In Passenger Cabin

  • Small pets are only allowed in the last row of the bus and require purchasing the adjacent seat.
  • The animal must be transported in an appropriate carrier.
  • Service animals are allowed to travel with the passenger.
  • Emotional support animals are permitted depending on company policies — please contact Bus-Sur in advance.

In Hold Compartment

  • Contact Bus-Sur at least 24 hours in advance for any travel involving pets in the hold compartment.

Requirements

  • Pets must have up-to-date vaccination and registration documents.
  • We recommend arriving at least one hour early if traveling with an animal.

6. Additional Notices

  • It is your responsibility to carry valid identification, minor travel permits, tourist visas, and electronic travel authorizations for international trips.
  • Bus-Sur does not refund or accommodate passengers rejected at PDI (Chilean immigration) or border authorities.
  • Seats 1, 2, 3, and 4 are preferential by law. You must yield your seat if required.
  • The company reserves the right to change seat assignments for operational reasons.
  • Please watch your belongings. Bus-Sur is not responsible for items lost on board.

7. Liability & Legal Terms

  • Bus-Sur is responsible for the execution of services, torreshike.com acts only as an intermediary.
  • These terms are subject to updates. The current version is always available at torreshike.com.
  • By purchasing a ticket, you confirm that you have read, understood, and agreed to these terms.
  • In case of disputes, Chilean consumer protection laws apply, and jurisdiction will be determined by the company's legal domicile.