Terms and Conditions of Purchase and Use of the Facilities

Purchasing a ticket or booking, whether through the website, WhatsApp, telephone, travel agencies, tour operators or at the gate, and entering the facilities, imply full acceptance of these Terms. In online purchases, acceptance is also expressed by ticking the box provided for that purpose, together with the Cancellation Policy and the Privacy Policy.

Anyone purchasing on behalf of others (groups, families, companies) declares that they are authorised to accept these Terms on behalf of everyone in their booking, and undertakes to inform them of their content.

Provider details. Termas Conaripe SpA, RUT 77338793-1, with business address at Coñaripe, Región de Los Ríos, Chile. Contact: reservas.conaripe@patagoniandina.com, +56968332419. Tourism service provider under Ley 21.155, subject to regulation by the Servicio Nacional de Turismo (SERNATUR).

The facilities are set in natural surroundings of mountain, forest and the banks of rivers and lagoons. The water in the pools and hot tubs is natural thermal water, whose temperature, mineral content and properties are intense and variable because of its geothermal origin.

The user declares that they know and accept that the thermal experience involves inherent risks that cannot be completely eliminated, including:

• Water temperatures that can reach or exceed 38 °C to 40 °C, with differences in temperature and depth between pools and hot tubs.
• Naturally wet and slippery surfaces throughout the site: pool edges, paths, walkways, terraces and entrances.
• Natural, undeveloped terrain: paths, green areas and outdoor circulation areas may have uneven ground, slopes, roots, stones, gravel, mud, leaves, ice or snow. Conserving this setting is an essential part of the service booked, and the user accepts moving through it with the care and caution these conditions demand.
• Physiological effects of immersion in thermal water: drop in blood pressure, dizziness, fatigue, dehydration or faintness, especially during long immersions.
• Weather and ground conditions typical of mountain environments (rain, ice, snow, uneven ground, vegetation).

Using the facilities in the knowledge of these warnings is a free and informed decision. Failure to comply with the rules of use and warnings set out in these Terms and in the on-site signage constitutes imprudent exposure to harm for all legal purposes.

The user undertakes to comply with the following rules, which are also signposted at each site.

Use of pools and hot tubs:

• Respect the maximum immersion times of 15 to 20 continuous minutes, alternating with rest and hydration out of the water.
• Leave the water immediately and tell a member of staff if you feel dizzy, nauseous, have palpitations, unusual tiredness or any discomfort.
• Shower before entering the pools.
• A swimming cap is mandatory in the pools and is available at reception.
• Enter and leave the water slowly, using handrails and designated access points.
• Jumping, diving, running along the edges, rough play and pushing other people are prohibited.
• Glass containers are prohibited in the pool and hot tub areas.
• At sites with mud pools, follow the ritual of use indicated by staff and signage.

Moving around the site:

• Walk calmly. The setting is naturally wet and slippery.
• Wear non-slip footwear when moving around the site.
• Respect signage, closures, restricted areas and staff instructions at all times.
• On walkways, viewpoints and raised structures: do not exceed the stated maximum capacity, and do not sit on or lean over railings.

At sites with adults-only pools or areas, minors are not allowed into those areas, without exception.

Thermal bathing is not advisable for people with uncontrolled high blood pressure, heart or circulatory conditions, or during feverish or infectious illness. Anyone with these or other relevant conditions enters the water at their sole risk and should consult their doctor beforehand.

Pregnant guests: entry permitted only with caution, in cooler water, for reduced periods, and medical clearance is recommended. Coñaripe Hotel & Termas may ask for an additional declaration to be signed.

Under 1 year old: entry to the thermal facilities is not permitted.

The services are recreational and wellbeing services. The properties of thermal water are a contribution and complement to wellbeing; they are not medical treatment and do not replace the advice of health professionals.

The user declares that the health information they provide, about themselves and their group, is truthful. Omitting or misstating relevant health information is their sole responsibility.

Entering the pools and hot tubs under the influence of alcohol or drugs is strictly prohibited. Combining alcohol with high-temperature thermal water seriously increases the risk of collapse, fainting and drowning.

Bringing alcoholic drinks onto the site is prohibited. Alcohol may only be consumed in the designated food and drink areas, and consuming it rules out entering the water afterwards.

Staff are authorised to prevent anyone showing signs of intoxication from entering the water, or to require them to leave it, with no right to a refund.

Every minor must remain at all times under the active and direct supervision of a responsible adult, in particular in the water and at the pool edges.

Supervising minors is a non-delegable duty of the responsible adult and is not assumed by Coñaripe Hotel & Termas or its staff. Staff do not act as lifeguards or childminders.

The responsible adult is liable for any damage the minor in their care causes to themselves, to third parties or to the facilities as a result of a lack of supervision or of a breach of these Terms.

Coñaripe Hotel & Termas reserves the right of admission in accordance with the law. It may refuse entry or require a person to leave the site, without refunding the ticket price, where that person: breaches these Terms or the signage; puts their own safety or that of others at risk; physically or verbally assaults other visitors or staff; damages the facilities or the natural surroundings; or is in a state of intoxication.

The following are prohibited: smoking outside the designated areas; lighting fires outside authorised places; removing flora, fauna, water, stones or any element of the surroundings; using drones without prior written authorisation; and carrying out commercial activities, or photography or filming for commercial purposes, without written authorisation from Coñaripe Hotel & Termas.

Pets. For health and biosecurity reasons, pets are not allowed on the site, other than duly accredited assistance dogs under Ley 21.545 and Ley 20.025.

Accessibility. Coñaripe Hotel & Termas aims for accessibility in line with Ley 20.422. Some facilities have restrictions because of their geography (paths, uneven ground). To arrange reasonable adjustments, contact us before your visit.

Tickets and e-tickets are issued for the date shown and cannot be reused. The QR code becomes invalid once scanned.

The ticket is issued to the bearer; Coñaripe Hotel & Termas may ask for valid identification on entry. Unauthorised use, duplication or alteration of tickets entitles Coñaripe Hotel & Termas to cancel them without a refund and to refuse entry.

Tickets and bookings are personal and non-transferable, unless Coñaripe Hotel & Termas gives prior written authorisation. A change of holder must be requested at least 48 hours before the service starts and may be subject to an administrative fee. Reselling tickets in any form is prohibited, including transferring tickets bought with promotional rates, corporate agreements or partnership benefits to people who do not meet their conditions. Tickets involved in resale, duplication, forgery or improper use of benefits will be cancelled without a refund.

Benefits conditional on a personal characteristic (senior rate, local resident rate, free entry for children within an age range) are non-transferable and may require proof on entry.

Opening hours, available services and capacity limits may vary by season, weather, maintenance or force majeure. Where Coñaripe Hotel & Termas cannot provide the booked service for these reasons, it will offer rescheduling or a refund in accordance with the law.

• Prices are shown in Chilean pesos (CLP) and include applicable taxes, unless stated otherwise at the time of purchase. In case of doubt, what the receipt states prevails.
• Payments are processed through the enabled gateways (Webpay by Transbank, Mercado Pago and others). We do not store complete payment method data on our servers.
• Coñaripe Hotel & Termas is not liable for delays, rejections or additional charges applied by the issuer of the guest's payment method.
• We issue an electronic receipt or invoice in accordance with Ley 21.420.

The conditions for cancellation, date changes and refunds are set out in the Cancellation Policy, which forms an integral part of these Terms. In summary:

• Day tickets (pools, hot tubs and per-day formats): cancellation with a 100% refund only up to 48 hours before the booked time slot; with less than 48 hours, no refund applies. Date change once only, up to 2 hours before.
• Lodging and camping: a sliding scale by notice given (10 or more days 100%, 9 to 7 days 80%, 6 to 3 days 50%, 2 days or less date change only).
• Promotional rates: date change once only, no refund.
• No-show: no right to a refund or to a date change.

Exclusion of the right of withdrawal. In accordance with article 3° bis letter b) of Ley 19.496 (the Chilean consumer rights act), Coñaripe Hotel & Termas expressly excludes the right of withdrawal for services booked electronically or at a distance (pool and hot tub admission, lodging, spa, tours and other services tied to a specific date or time). The cancellation and date change rules in the Cancellation Policy apply instead.

The above is without prejudice to the non-waivable rights that Ley 19.496 grants consumers. These policies govern voluntary cancellation by the user and do not limit their rights where the service is not provided, or is provided poorly, for reasons attributable to Coñaripe Hotel & Termas.

• Special promotions (Cyber Day, Cyber Week, Black Friday, seasonal packages) run for a limited time, with limited places and specific conditions stated at the time of booking.
• Promotional discounts and benefits cannot be combined with other offers unless expressly stated.
• Coñaripe Hotel & Termas reserves the right to change or end promotions early for operational reasons or force majeure, honouring bookings already confirmed.

Each site has lockers for keeping personal belongings. Safekeeping of valuables applies only to items actually placed in a locker with the locker properly closed.

We recommend not bringing valuables onto the site. Coñaripe Hotel & Termas does not assume safekeeping of items left in changing rooms, at pool edges, in vehicles or in other common areas.

In the event of any accident, injury, discomfort or incident on the site, the user or their companion must tell a member of staff immediately, before leaving the site, so that first aid protocols can be activated and a record made.

Coñaripe Hotel & Termas will make an internal record of the incident (date, time, place, description, people involved and witnesses), of which the user may request a copy.

Prompt reporting is essential for the care of the person affected and for a correct assessment of the incident. Failure to report immediately makes it harder to establish that harm alleged later occurred on the premises and in the circumstances stated, and will be taken into account in assessing any subsequent claim.

Coñaripe Hotel & Termas fulfils its duty of safety by maintaining its facilities, protocols and signage in accordance with applicable rules, and is liable on the terms established by law.

Coñaripe Hotel & Termas is not liable for damage arising from: (a) the user's breach of these Terms, of the Thermal Use Regulations, of the signage or of staff instructions; (b) the materialisation of the inherent risks described in clause 2, duly warned of, where the user has exposed themselves to them imprudently; (c) the omission or misstatement of relevant health information; (d) the failure of the responsible adult to supervise minors; (e) the acts of third parties unconnected with Coñaripe Hotel & Termas; or (f) unforeseeable circumstances or force majeure, including natural events typical of the mountain and volcanic zone.

Imprudent exposure to harm by the injured party reduces or excludes compensation under article 2330 of the Chilean Civil Code.

Nothing in these Terms limits the rights that Chilean law confers on consumers on a non-waivable basis.

• Coñaripe Hotel & Termas may take general photographs and recordings of the site and of events open to the public for promotional purposes. If you do not want your image to be used, tell us in writing when you enter the site.
• Personal photographs in common areas are allowed for private use. Commercial use of images of the site without written authorisation is prohibited.
• All content on the site (text, photographs, videos, designs, brand) is the property of Coñaripe Hotel & Termas or its licensors. Reproducing it without authorisation is prohibited.

The personal data provided on purchase, booking or registration will be processed by Coñaripe Hotel & Termas to manage the booking, invoicing and site safety and, with prior consent, commercial communications, in accordance with Ley 19.628 and its amendments. The detail is in the Privacy Policy.

The data subject may exercise their rights of access, rectification, erasure and objection by writing to reservas.conaripe@patagoniandina.com.

These Terms are governed by the laws of the Republic of Chile. Any dispute will be submitted to the competent courts in accordance with the law, without prejudice to the jurisdiction of the Juzgados de Policía Local in matters under Ley 19.496.

Coñaripe Hotel & Termas may amend these Terms at any time; the version published with the date shown always applies, and earlier purchases are governed by the version in force on their date. If any provision is declared invalid or unenforceable, the remainder will stay in full force. On consumer matters, the user may complain to the Servicio Nacional del Consumidor (SERNAC) at sernac.cl or to SERNATUR.

• Legal name: Termas Conaripe SpA
• RUT: 77338793-1
• Address: Coñaripe, Región de Los Ríos, Chile
• Email: reservas.conaripe@patagoniandina.com
• Phone or WhatsApp: +56968332419
• Website: https://termasconaripe.cl