Terms of Service

1. Who we are

Rapa Nui Link SpA ("Rapa Nui Link", "we", "the platform") is a company based in Miru S/N, Hanga Roa, Isla de Pascua, Chile, operating the digital platform rapanuilink.com. We act as an intermediary between tourists and certified guides from Rapa Nui.

2. Acceptance of terms

By creating an account, making a booking or linking your calendar, you accept these Terms of Service and our Privacy Policy . If you do not agree, you must not use the platform.

3. Service description

Rapa Nui Link offers:

• For tourists: search and book guided experiences in Rapa Nui with guides certified by SERNATUR and CONAF.
• For guides and agencies: a panel to manage availability, bookings and optional sync with Google Calendar.

Rapa Nui Link facilitates the relationship between tourists and guides, but is not party to the tourist service contract itself. The guide is directly responsible for the experience.

4. User accounts

To access the platform you must:

• Be over 18 or have parental authorization.
• Authenticate with a valid Google account.
• Provide truthful information and keep it up to date.

You are responsible for the security of your account and all actions performed under it. If you suspect unauthorized access, notify us immediately.

5. Bookings and payments

When you make a booking:

• You accept the price, date, schedule and conditions of the selected tour.
• Payment for the booking is made at the time of booking through the platform's payment provider. The price displayed is the total to pay and includes all applicable charges.
• You will receive a unique QR code as proof of your booking, which you can download or send to your email.
• Your booking is recorded immediately; the guide confirms it by scanning your QR code on tour day.

6. Cancellations, changes and refunds

We charge a cancellation fee on the booking value depending on how far in advance you cancel relative to the departure: the closer to the departure you cancel, the higher the fee. The tier closest to the start applies (Rapa Nui time):

If you do not show up (no-show)

If you do not arrive at the meeting point on the agreed date and time and did not tell us beforehand, the booking counts as used: the seat was held and the guide showed up, so there is no refund.

Date or time changes

You can ask us to move your booking to another date or time by writing to rapanuilink@gmail.com. Changes are strictly subject to seat and guide availability at the local operator: if there is no equivalent departure, the table above applies. If the new departure costs more, you pay the difference; if it costs less, we refund the difference.

Mistakes when booking

If you entered the wrong date, time or number of people, tell us as soon as possible. How we handle it depends on when you write to us:

• Within 24 hours of booking and more than 24 hours before the start: we correct the details at no cost or, if you prefer to undo the booking, we refund 100%.
• Later than that, but more than 12 hours before the start: we correct the details if there is availability; if you prefer to undo the booking, a 30% penalty applies for administrative costs and the seat held.
• Less than 12 hours before the start: we correct the details if there is availability; if you prefer to undo the booking, the penalty is 50% of the booking value.

Every correction depends on the guide's availability and is reviewed case by case: this clause covers genuine input mistakes and does not replace the cancellation policy when what you really want is to cancel the departure.

If the guide cancels or does not show up

If the guide cancels the departure, we first try to move you to an equivalent departure of the same tour at no extra cost to you: you never pay the difference, even if the new guide charges more. If we cannot offer an equivalent replacement, or if the guide does not show up for the activity, you get a 100% refund of what you paid.

Weather and force majeure

If the activity has to be cancelled because of the weather, a National Park closure or any other event of force majeure, we prioritise rescheduling the departure, subject to seat and guide availability. If rescheduling does not work for you or is not feasible, you get a 100% refund of what you paid.

How we process refunds

• Timing: refunds due are processed within a maximum of 15 business days from the moment the cancellation is confirmed. Most are automatic and much faster.
• Method: always back to the same payment method and the same currency you used to book.
• Fees: if the bank or payment gateway charges a commission for the payment or for the refund transaction, it is deducted from the amount refunded.
• A departure that already took place generates no retroactive refunds. If something went wrong during the tour, write to us within 2 days and we will review it as a claim before settling the payment with the guide.

7. Tourist obligations

• Present the QR code (printed or digital) at the start of the tour.
• Separately purchase the entrance to the Rapa Nui National Park (Ma'u Henua) when applicable.
• Respect the rules of conduct inside the National Park and cultural sites.
• Arrive on time at the meeting point indicated by the guide.
• Do not photograph or touch the moai or protected archaeological objects.

8. Guide / agency obligations

• Maintain current SERNATUR certification and CONAF authorizations.
• Provide the service under the conditions described in the platform profile.
• Notify the tourist as far in advance as possible of any change or cancellation.
• Validate bookings only through the platform's QR scanner.
• Keep their availability up to date to avoid double bookings.

9. Google Calendar linking

Guides may voluntarily link their Google Calendar to sync availability. In doing so they authorize Rapa Nui Link to read calendar events and insert/delete booking events. This access can be revoked at any time from the guide panel or Google account security settings. Revocation does not affect already confirmed bookings.

10. Intellectual property

All original platform content (texts, design, logo, source code) belongs to Rapa Nui Link SpA and is protected by Chilean and international intellectual property laws. Guides keep the rights to their photographs and descriptions, and grant us a non-exclusive license to display them on the platform while their account is active.

11. Limitation of liability

Rapa Nui Link will not be liable for:

• Incidents, injuries or damage occurring during the tour.
• Cancellations due to extreme weather conditions or National Park closures.
• Inaccuracies in content published by guides.
• Indirect losses, loss of profits or consequential damages.

In no event will our total liability exceed the amount paid for the booking in question.

12. Prohibited conduct

It is expressly prohibited to:

• Use the platform for fraudulent or illegal purposes.
• Publish false, defamatory or misleading information.
• Attempt unauthorized access to other users' systems or data.
• Reverse-engineer or carry out automated scraping of the platform.
• Create multiple accounts to evade sanctions or restrictions.

Non-compliance may result in immediate account suspension without right to refund for future services not provided.

13. Service changes

We reserve the right to modify, suspend or discontinue any part of the platform with reasonable prior notice. Changes to the Terms of Service will be notified at least 15 days in advance. Continued use of the platform after that period implies acceptance of the new terms.

14. Applicable law and dispute resolution

These terms are governed by the laws of the Republic of Chile. In the event of any dispute, the parties submit to the jurisdiction of the Ordinary Courts of Justice of the city of Santiago, Chile, expressly waiving any other jurisdiction that might apply.

15. Contact

For queries about these terms write to us at rapanuilink@gmail.com. Our team will reply within a maximum of 48 business hours.