Cancellation Policy

1. Quick Summary

2. Detailed Cancellation Policy

2.1. 100% Refund (up to 14 days before check-in)

If you cancel your reservation 14 days or more prior to check-in, you will receive a 100% refund of all payments made, deducting only any non-refundable processing fees applied by payment platforms (Stripe, credit cards, etc.).

2.2. Cancellations within 13 days or less

If you cancel 13 days or less before check-in, no refund will be issued (0% refundable). At this stage it becomes very difficult to rebook the dates with new guests, so the amount paid is considered compensation for blocking the calendar.

2.3. No Show

If the guest does not arrive on the check-in date and no changes are communicated, the reservation is considered a no show and no refund will be issued.

2.4. Early Departure

If you decide to leave the accommodation before the scheduled check-out date, no refunds will be provided for unused nights.

3. Payment Conditions & Security Deposit

• Upon confirming the reservation, 30% of the total value of the stay is charged.
• The remaining 70% must be paid 1 day before arrival, according to the payment configuration of Vive Pucón Lodge.
• A refundable security deposit of CLP 150,000 is required, returned once the condition of the accommodation is verified according to the house rules.

*Deadlines and payment percentages are applied according to the “Primary policy” set in our booking system.

4. Date Modifications & Rescheduling

Provided availability exists, we can evaluate date changes as an alternative to cancellation:

• Up to 14 days before check-in: you may request a date change once with no penalty, adjusting only for price differences if the new dates fall in a different season.
• Within 13 days or less: any modification is essentially considered a non-refundable cancellation. We may only offer partial rescheduling if we manage to rebook your original dates with another guest.

5. Reservations via Airbnb, Booking.com, or Other Platforms

If you book through external platforms such as Airbnb or Booking.com, the cancellation policy defined by that platform will apply first.

In case of discrepancies between the conditions shown on this website and those of the platform, the platform’s conditions always prevail.

6. Force Majeure Situations

We understand that unforeseen events can occur, such as natural disasters, prolonged road closures, health emergencies or any situation officially classified as force majeure.

In these cases, we will review each situation individually and may offer stay rescheduling or a credit for future use, subject to availability and any restrictions in place at that time.

7. Refund Method & Timing

• Refunds are processed through the same payment method used for the reservation (when technically possible).
• The usual processing time is 5 to 10 business days from the confirmation of cancellation on our part. Additional time depends on the bank or card issuer.
• Any bank fees, Stripe fees, or platform-specific non-refundable charges will not be refunded.

8. Acceptance of These Conditions

By completing a reservation on this site or through any of our associated platforms, you declare that you have read, understood, and accepted this Vive Pucón Lodge Cancellation Policy, aligned with the booking policy configured in our system.

If you have questions before booking, feel free to contact us — we are happy to help.