Terms and Conditions

• Article 1 General Provisions
  1. These Terms & Conditions (“Terms and Conditions”) govern the legally binding relationship between us, the private limited company Torres del Paine Reservations s.r.o., Company ID No.: 08438820, with a registered office at Na Stříbrníku 233, Karlov, 284 01 Kutná Hora, Post Code 28401 Kutná Hora, Czech Republic, registered in the Commercial Register maintained by the Regional Court in Prague, File No. C 319034, Tax ID No. CZ08438820 (“torreshike.com”, “We”, “Our”, “Us”), and you as Our customer (“You”, “Your”, “Yourself”);
  2. We broker accommodation, transport, natural park tickets, tours, and other travel services, or their combinations (the “Travel Services”), which do not constitute package travel within the meaning of Directive (EU) 2015/2302. Therefore, the insolvency protection requirements under the EU Package Travel Directive do not apply to us. Travel Services are provided under contracts (the “Contracts”) concluded between You and the relevant accommodation providers, transport providers, ticket providers, tour providers, or other service providers (the “Providers”). We act solely as an agent and are not a party to the Contracts. Accordingly, we do not resolve complaints or any other claims relating to the Travel Services.
  3. Our services consist of the following:
     1. Displaying the offered Travel Services and combinations on Our website;
     2. Brokerage of the Contract between You and the Provider;
     3. Delivering the necessary tickets, vouchers, or other necessary documents for Travel Services, which You have purchased;
     4. Arranging necessary communication between You and the Provider, including request for changes in reservations; and
     5. Forwarding Your complaints and any other claims to the Provider.
  4. You are required to provide us with complete, accurate, and correct information, as well as all other necessary data. It is solely Your responsibility to ensure that all information provided at the time of booking is accurate, complete, and up to date, and that it remains valid and complete at the time of Your travel. Please also note that all information must be provided using the Latin script. We are not responsible for any defects, damages, additional costs, or other issues or complications arising from Your failure to provide complete, accurate, and correct information during the booking process.
  5. The trademarks, logos, and service marks ("Trademarks") displayed on the Website are registered and unregistered Trademarks of their respective owners. All Trademarks related to the operating Providers that are displayed on the Website belong to their respective owners.
• Article 2 Conclusion of the Service Agreement and the Contract
  1. The Service Agreement and Contract give rise to two separate legal relationships. Please note that by completing the Booking, You are entering into two separate agreements: (i) the Service Agreement concluded with Us and (ii) the Contract with the Provider. The Contract entered into between You and the Provider is regulated by different rules, terms and conditions and is usually governed by different laws of a different country.
  2. The Service Agreement and the Contract are concluded as follows:
     1. By agreeing to (i) the binding offer, (ii) all documents listed with the offer, and (iii) paying the full price according to the instructions on the payment page, the Service Agreement is concluded.
     2. After the Service Agreement has been concluded, We will inform You whether the Contract has been successfully concluded. If the Contract is not concluded, We will proceed in accordance with Article 2, paragraph 4.
  3. If payment is not made on time in accordance with the instructions on the payment page, the Service Agreement and the Contract will only be concluded if We expressly confirm it.
  4. As We act only as an agent for the relevant Provider, We may need to change or cancel a Travel Service if the Provider changes or cancels it. This may happen, for example, because of website synchronisation errors or other technical problems. If a Travel Service is cancelled, We will use reasonable efforts to offer You a suitable alternative. If We make a significant change to the Travel Service, or if We offer You an alternative after a cancellation, You may reject it and receive a full refund. To do so, You must tell Us within 7 days after We notify You of the significant change or the alternative. We will pay the refund within 7 days after receiving Your notice that You do not accept the change or alternative. If no alternative is offered, We will pay the refund within 7 days after the Contract is cancelled.
  5. You are not entitled to withdraw from the Service Agreement within the 14-day withdrawal period applicable to distance contracts concluded with consumers under Article 9 of Directive 2011/83/EU, due to the nature of the Service Agreement, in particular because We begin performing the Service Agreement immediately after its conclusion.
• Article 3 Price and Payment
  1. The full price displayed on Our website is the final price for Travel Services, and it includes (i) the base fare for the Travel Service, (ii) VAT, and (iii) Our commission. However, it does not include other fees, charges, or payments for services related to Travel Services under the Contract, which are provided by the Provider and/or third parties, such as additional services, tourist taxes, banking fees, and similar charges.
  2. The full price will be paid in accordance with the instructions on the payment page. Until We receive payment of the full price from You and confirm its acceptance, We have no obligations under the Service Agreement, as the Service Agreement has not yet been concluded.
  3. Information about the full price is provided as final and binding, except in the case of an obvious error in the amount of the full price. In the event of such an obvious pricing error, We are entitled to withdraw unilaterally from the Service Agreement without futher notice
• Article 4 Cancellations and Refunds
  1. You acknowledge that any alteration, change, or cancellation of Travel Services is subject to the Contract and terms and conditions of the Provider. We cannot influence these and we are not liable for them in any way as We are not a party to the Contract. Travel Services may be affected by including, but not limited to, weather conditions, park authority regulations, safety restrictions, operational limitations of Providers.
  2. We may assist in arranging the cancellation with the relevant Providers and process any refund, provided that You are entitled to one under the Contract and/or the Provider’s terms and conditions. Please note that this process may take several days.
  3. If, under these Terms and Conditions, You are entitled to receive a refund of the full or partial price originally paid to Us, or any other form of refund, the refund will be made using the same payment method that You used to pay the full price to Us. The refund process may take up to 10 working days. Please note that We bear no responsibility for the transfer of funds to You, as We cannot influence the refund transfer process in any way; responsibility for the transfer lies solely with the financial institutions processing the transaction from Us to You.
  4. If You are entitled to a refund from the Provider upon cancellation of the Contract, You are not entitled to a refund of Our commission as our brokerage service has already been concluded.
• Article 5 Liability
  1. We are liable solely for the provision of the Service Agreement, i.e., the proper arrangement of the Contract. We are not liable for any defects, damage, harm, or loss arising out of any actions or omissions of the Provider or other third parties in connection with Travel Services. We are not obliged to deal with any complaints and/or claims regarding Travel Services; however, We will send all received complaints and/or claims to the Provider.
• Article 6 Personal Data Protection
  1. You understand that We process Your personal data for the purpose of arrangement and for the purpose of fulfilling legal obligations, in particular: first name, surname, date of birth, necessary passport data within the scope of the contract (photocopy of travel document in case of the need to provide selected services), bank account, residence, or other contact address, e-mail address, telephone number, flight number, data on allergies, medications and other health problems. This information will be forwarded to the Provider.
  2. If the Provider processes personal data in non-EU states, We will provide information upon Your request as to whether there is a European Commission decision on adequate data protection.
  3. You acknowledge that We will process Your personal data, i.e. first name, surname, address, telephone number, and e-mail address for the purpose of sending commercial communications. You may object to the sending of commercial communications at any time, either by contacting Us or by e-mail at: info@torreshike.com In this case, We will no longer send commercial communications to You or otherwise process Your personal data for direct marketing purposes.
  4. The aforementioned provisions will apply mutatis mutandis in relation to persons on whose behalf You have acted. By booking Travel Services, You declare that You are entitled to give consent on behalf of Your fellow travellers, whether on a contractual basis or on the basis of any other representation.
  5. You acknowledge that as a data subject, You have in particular the following rights:
     1. To request access to Your personal data;
     2. To request the correction of inaccurate or incomplete personal data;
     3. To request the deletion of personal data;
     4. To request a restriction on the processing of Your personal data;
     5. To object to the processing of personal data;
     6. To file a complaint with the supervisory authority.
• Article 7 Final provisions
  1. The Service Agreement and any legal relations established under it or derived from it are governed by the laws of the Czech Republic, excluding its conflict of law rules. In the event of any dispute, the courts of the Czech Republic shall have jurisdiction over all disputes arising out of or in connection with the Service Agreement and/or any other contractual relationship under these Terms and Conditions.
  2. In accordance with applicable EU legislation, consumers residing in EU Member States are, prior to bringing an action before a court, entitled to seek an out-of-court settlement of a dispute with Us pursuant to Act No. 634/1992, on Consumer Protection, as amended, provided that such a dispute between an EU consumer and Us has not been settled directly. The body competent for the out-of-court settlement of consumer disputes with Our company is the Czech Trade Inspection Authority (Česká obchodní inspekce) at coi.cz. Further information on out-of-court consumer dispute resolution is available here (https://evropskyspotrebitel.cz/how-to-submit-your-complaint/).
  3. Before initiating any of the above dispute resolution, You are advised to contact Us through Our email at info@torreshike.com to resolve any of Your complaints or suggestions.
  4. These Terms and Conditions are valid and effective as of 13 May 2026.