General policies

Quotes issued by GREENSTEP EC are valid only on the day they are issued. Due to variations in supplier rates, availability of spots, transport, accommodation, refuges, airlines and other services, a new quote may show different prices.

Sending a quote does not constitute a booking.

A booking will be considered confirmed only when:

• The client has paid the corresponding advance.
• The requested program is available.
• GREENSTEP EC has officially confirmed the booking by email or WhatsApp.

Spots are limited and will be assigned in strict order of payment confirmation.

To formalize a booking, an advance payment equal to 50% of the total program price must be paid, unless the quote states different conditions.

The remaining balance must be paid as follows:

• Payments by bank transfer or cash: at least ten (10) days before the departure date.
• Payments by credit or debit card: at least fifteen (15) days before the departure date.

If payment is not completed within the established deadlines, GREENSTEP EC may cancel the booking without any liability.

Bank or financial fees arising from payment methods will be borne by the client where applicable.

Due to the nature of our activities and the high operating costs of adventure, trekking, climbing and high-mountain programs, GREENSTEP EC does not offer preferential rates based on the participant's age, condition or category.

However, the company may grant promotions, discounts or special rates for organized groups, companies, institutions or specific promotional campaigns.

These rates will be valid only when they have been previously authorized by GREENSTEP EC management and are expressly stated in the corresponding quote or contract.

No client may demand discounts other than those previously authorized.

The client may request the transfer of their booking to another person, provided that person meets the physical, technical and documentary requirements for the contracted activity.

Any transfer is subject to the approval of GREENSTEP EC, operational availability and acceptance by the suppliers involved.

When the program includes airline tickets, insurance, permits, refuges, transport or other services already issued or booked, the costs arising from the change will be borne entirely by the client in accordance with the policies of the corresponding supplier.

GREENSTEP EC may refuse the transfer when it compromises the safety of the program or is not operationally viable.

The client may voluntarily withdraw from the contracted services.

In these cases, the following penalties will apply to the total program price:

Airline tickets, train tickets, insurance, permits, refuge bookings, accommodation, transport or other services already issued or contracted with third parties will additionally be subject to the penalties established by those suppliers, which may amount to up to 100% of their value.

When a refund applies, it will be made after deducting penalties, administrative expenses, operating costs, financial costs and any non-recoverable amount generated by external suppliers.

A “No-show” will be deemed to occur when the participant:

• Does not appear at the place and time set for the start of the activity.
• Arrives outside the indicated time.
• Cannot participate due to lack of documentation, immigration requirements or required technical requirements.
• Voluntarily leaves the program before it starts.

In any of these cases there will be no right to a refund, rescheduling or credit for future activities.

The safety of our participants is the top priority of GREENSTEP EC.

High-mountain, climbing and mountaineering activities are summit attempts, not guaranteed summits.

The success of an expedition depends on multiple factors beyond the control of GREENSTEP EC, such as:

• Weather conditions.
• Condition of the mountain.
• Risk of avalanches or rockfall.
• Volcanic activity.
• The participant's physical and technical condition.
• Operational decisions by the guide.
• Restrictions issued by competent authorities.

The final decision on the continuation, suspension, modification or return of an expedition rests exclusively with the lead guide designated by GREENSTEP EC, whose determination is binding on all participants and will be made solely on the basis of technical and safety criteria.

When an activity is suspended, modified or canceled due to any of these circumstances, there will be no right to a refund, financial compensation or rescheduling, since the contracted service consists of conducting an expedition and attempting to reach the objective under safe conditions, not of a guaranteed summit.

For all high-mountain activities organized by GREENSTEP EC, each participant must hold valid insurance covering adventure-sports accidents, rescue and evacuation, in accordance with the altitude and characteristics of the contracted activity.

This insurance is not included in the program price, unless the quote expressly states otherwise.

The participant may:

• Take out the insurance on their own, and must present the coverage certificate before the activity begins.
• Ask GREENSTEP EC to arrange the corresponding insurance, at a cost additional to the program price.

Failure to present the mandatory insurance will prevent the client from taking part in the activity, without giving rise to any right to a refund, rescheduling or financial compensation.

It is the passenger's sole responsibility to carry all the documentation required for the trip.

For international programs, the client must verify in advance the immigration, health and entry requirements of the destination country.

When GREENSTEP EC provides advice on obtaining visas, such advice does not guarantee approval of the application.

The decision rests exclusively with the immigration authorities of the country concerned.

In the event of visa denial, refusal of entry to the destination country or failure to meet immigration requirements, GREENSTEP EC will assume no liability and the penalties set out in the cancellation policy will apply.

Minors must carry all documentation and authorizations required by current legislation.

Adventure activities involve inherent risks that cannot be completely eliminated.

By contracting any of our programs, the participant declares that:

• They are in adequate physical and medical condition.
• They have disclosed illnesses, injuries, allergies or any relevant medical condition.
• They agree to follow all instructions given by the guides.

GREENSTEP EC may prevent participation or remove from the program any person whose physical condition, behavior or failure to follow instructions poses a risk to themselves or to the group.

In these cases there will be no right to a refund.

When GREENSTEP EC provides technical equipment for the activity, the participant is responsible for using it correctly and returning it in the same condition in which it was delivered, apart from normal wear from use.

Damage caused by negligence, loss or improper use will be borne by the participant.

When a participant decides to leave an activity, expedition or trip voluntarily before it ends, whatever the cause, there will be no partial or full refund of the amounts paid.

In the event of delays, cancellations or rescheduling of flights, ground transport, tourism services or any other circumstance caused by airlines, operators, authorities, natural phenomena, social conflicts, health emergencies, road closures or any other act of God or force majeure, GREENSTEP EC will take the necessary steps to offer reasonable alternatives.

Additional costs arising from such circumstances that are not assumed by suppliers will be the client's responsibility.

When an itinerary change costs more than the originally contracted program, the client must pay the corresponding difference. If the new program is worth less, GREENSTEP EC will refund the recoverable difference.

Luggage and personal belongings travel under the passenger's sole responsibility.

GREENSTEP EC will not be liable for losses, theft, damage or misplacement occurring during the trip, except where liability is legally attributable to it.

All published itineraries may be modified for weather, operational or safety reasons, changes to airline schedules, decisions by competent authorities or any circumstance beyond GREENSTEP EC's control.

These modifications will not constitute a breach of contract when their purpose is to ensure the safety of participants and the proper execution of the program.

The participant must respect the established schedules throughout the activity. Failure to appear at the meeting points set by the guides may result in the loss of the corresponding services without any right to a refund.

During national or international holidays, local public holidays or celebrations specific to the destination, some establishments, museums, parks, tourism services and means of transport may change their usual hours or remain closed without prior notice.

These circumstances are not attributable to GREENSTEP EC and will not give rise to financial compensation.

During our activities, photographs and audiovisual recordings may be made for documentary, educational, promotional and commercial purposes.

By participating in any of our programs, the client authorizes GREENSTEP EC to use their image free of charge, on a non-exclusive basis and without territorial limit, for publications on social media, the website, advertising material, marketing campaigns and other institutional media.

GREENSTEP EC undertakes to use such material with respect for the dignity, privacy and integrity of participants.

Those who do not wish to appear in photographs or videos must notify us in writing before the activity begins.

Requests to remove content may be submitted through our official channels and will be reviewed within a reasonable time.

Contracting any of the services offered by GREENSTEP EC means that the client declares to have read, understood and fully accepted these General Policies.

These conditions form an integral part of the tourism services agreement entered into between GREENSTEP EC and the participant, binding both parties to strict compliance.