Legal

TERMS AND CONDITIONS — RENTAL NATALES® Last updated: June 2026

By making a reservation or collecting equipment, you confirm that you have read, understood, and agree to be bound by these Terms. If you are booking on behalf of a group, you accept these Terms on behalf of all members.

TL;DR — The Short Version This is a plain-language summary. The full Terms & Conditions above are the legally binding document.

• Book early. Pay a Booking Fee to secure your gear. It is non-refundable if the Company cancels, but partially refundable if you cancel depending on how much notice you give.
• Cancel early, get more back. 7+ days out = full refund. The closer to your pick-up date, the less you get back. No-show = nothing back.
• Pick up from 14:30. Bring your ID and a credit card. We’ll show you how everything works.
• Return by 10:00 PM on your last day. Late returns are charged per extra day.
• You’re responsible for the gear while you have it. Lost or broken = you pay replacement cost.
• Gear Protection Waiver (optional, +20%) covers accidental damage. Does not cover theft or loss.
• We hold a deposit on your credit card. If everything comes back fine, it’s released within 3–5 business days.
• Patagonia is unpredictable. Get travel insurance. Register your trek with CONAF.

1. DEFINITIONS

“Company”, “we”, “us”, “our” — Rental Natales®, based at Hermann Eberhard 370, Puerto Natales, Chile.

“Customer”, “you”, “your” — Any individual or group that rents gear, books a tour or transport service, or uses rentalnatales.com.

“Equipment” or “Gear” — Any camping or trekking item supplied for rental, including tents, sleeping bags, sleeping pads, backpacks, trekking poles, gaiters, jackets, gloves, and gas canisters.

“Booking” — A confirmed reservation for gear rental, a tour, or a transport service.

“Rental Period” — The confirmed number of days, beginning on the Pick-Up Date and ending on the Return Date.

“Booking Fee” — The deposit paid at the time of booking to reserve Equipment or services.

“Security Deposit” — A hold placed on the Customer’s credit card at pick-up to cover potential damage or loss.

“Gear Protection Waiver” — An optional, non-refundable fee covering accidental damage to rented equipment during the rental period, as described in Section 11.

2. ABOUT RENTAL NATALES

Rental Natales is a small, owner-operated outdoor gear rental shop in Puerto Natales, Patagonia — the gateway to Torres del Paine National Park. We specialise in high-quality camping and trekking equipment, cleaned and inspected between every rental. We also offer guided day tours and private transport services in the region.

3. BOOKINGS & RESERVATIONS

Reservations can be made through rentalnatales.com, in person, or by email or phone. A booking is confirmed only upon receipt of the Booking Fee and issue of a written confirmation from us.

Walk-in rentals are available subject to stock, during opening hours. We strongly recommend booking in advance, especially during high season (October–April).

Opening hours:

• October 1 – April 30: 9:00 AM to 10:00 PM, every day.
• May 1 – September 30: 10:00 AM to 10:00 PM, every day.

Pre-booked gear is available for pick-up from 14:30. If your preferred dates show as unavailable on the website, please contact us directly.

For groups of five or more people, or for bulk equipment requests, please contact us in advance for availability and a tailored quote.

4. PAYMENTS & PRICING

All prices are quoted in US Dollars (USD) and are per item, per day of rental.

A Booking Fee is required at the time of reservation. This fee is non-refundable, except where cancellation is made by the Company or in force majeure situations (see Section 15).

The remaining balance is due at pick-up, before gear is handed over. Payment by credit or debit card is accepted. Please contact us in advance if you require another payment method.

Prices confirmed at the time of booking are fixed for that reservation. We reserve the right to update pricing for new bookings at any time.

5. CANCELLATIONS & MODIFICATIONS

All cancellation requests must be sent in writing to hola@rentalnatales.com.

Date changes and modifications must be requested at least 48 hours before the original pick-up date and are subject to availability.

If you return gear before the agreed Return Date, no refund will be issued for unused rental days unless agreed in writing by us.

If Rental Natales cancels your booking for any reason, you will receive a full refund of all amounts paid.

6. GEAR PICK-UP

Pre-booked gear is available for collection from 14:30 on your pick-up date.

Please bring:

• Your booking confirmation (digital or printed)
• A valid photo ID (passport, national ID, or driver’s licence)
• A credit card in the name of the primary renter, for the Security Deposit hold

At pick-up, our staff will walk you through the correct use and care of your equipment. Please inspect all items together with our staff and note any pre-existing damage on your rental agreement before leaving the store.

In some cases we can deliver gear to your accommodation in Puerto Natales. Please enquire at the time of booking. Delivery fees may apply.

7. GEAR RETURN

All equipment must be returned to our store at Hermann Eberhard 370, Puerto Natales, by closing time on your Return Date. Our store is open until 10:00 PM to make post-trek returns easy.

Equipment not returned by the agreed date will incur additional daily charges at the standard daily rate per item for each additional day or part thereof. If a late return causes us to lose another confirmed booking, you may also be liable for that loss.

With prior arrangement, our staff can collect gear from your accommodation in Puerto Natales. Please agree this in advance — leaving items without coordination is at your own risk.

8. CONDITION OF EQUIPMENT

All gear is washed, dried, and inspected after every use. Despite our best efforts, if any item fails or malfunctions due to a fault of its own during your rental, please contact us immediately. We will arrange a replacement where available.

We are not liable for losses or inconveniences caused by equipment failure in the field beyond arranging a replacement. We strongly recommend comprehensive travel insurance that covers outdoor activities for all treks in Torres del Paine.

9. DAMAGE, LOSS, LIABILITY & ASSUMPTION OF RISK

From the moment you collect gear until it is returned and checked in by our staff, you are fully responsible for all rented items. This includes accidental damage, damage from improper use, and loss or theft under any circumstances.

You are not responsible for minor wear and tear resulting from normal, careful use in appropriate conditions.

Damage is assessed upon return by our staff. If equipment is lost or damaged beyond repair, you will be charged the current retail replacement cost of the affected items, unless you have accepted the Gear Protection Waiver (see Section 11).

Outdoor and trekking activities in Patagonia, including within Torres del Paine National Park and surrounding areas, involve inherent risks including but not limited to extreme weather, rough terrain, physical exhaustion, wildlife, and remote conditions far from emergency services. By renting equipment from Rental Natales, the customer expressly acknowledges and accepts these risks.

Rental Natales provides all equipment in clean, inspected, and fully functional condition at the time of pick-up. Beyond this obligation, Rental Natales accepts no liability for any injury, accident, illness, death, or loss suffered by the customer or any third party during the use of rented equipment, whether the equipment is being used during the rental period or otherwise.

The customer acknowledges that:

• The safe and correct use of outdoor equipment requires skill, physical fitness, and personal judgment that is the sole responsibility of the user.
• Rental Natales staff provide usage guidance at pick-up as a courtesy, and such guidance does not constitute professional instruction or a guarantee of safe use.
• The customer has independently assessed their own fitness, experience, and capability for the intended activity.
• The customer is solely responsible for monitoring weather conditions, trail conditions, and any hazards encountered during their activity.

To the fullest extent permitted by Chilean law, Rental Natales, its owners, staff, and representatives shall not be held liable for any direct, indirect, or consequential damages arising from accidents or injuries during the use of rented equipment, including cases where equipment failure is alleged, except where such failure is proven to result directly from gross negligence on our part.

The customer is strongly advised to obtain comprehensive travel and activity insurance prior to their trip, covering personal injury, emergency evacuation, and equipment-related incidents. Rental Natales accepts no responsibility for costs arising from the absence of such insurance.

10. SECURITY DEPOSIT

At pick-up, a hold (pre-authorisation) will be placed on your credit card to cover potential damage or loss. No money is deducted unless damage or loss is confirmed upon return. The deposit amount depends on the value of the gear rented and will be communicated to you at booking and at pick-up.

If all gear is returned on time and in acceptable condition, the hold will be released within 3 to 5 business days. Actual clearance times depend on your bank.

If damage, loss, or a late return fee applies, the relevant amount will be charged from the deposit. If costs exceed the deposit amount, you remain liable for the difference. If you have accepted the Gear Protection Waiver, accidental damage charges will not be applied against your deposit — however, theft, loss, and intentional damage remain chargeable.

11. GEAR PROTECTION WAIVER

An optional Gear Protection Waiver is offered at checkout for a non-refundable fee of 20% of the total rental cost.

By accepting this waiver, the customer is protected against accidental damage to the rented equipment during the rental period and will not be held liable for repair or replacement costs resulting from unintentional incidents under normal use.

The Gear Protection Waiver does not cover:

• Theft or loss of equipment
• Intentional or deliberate damage
• Damage resulting from misuse or use beyond the equipment’s intended purpose
• Failure to return equipment

In all excluded cases, the customer remains fully responsible and the security deposit may be applied toward recovery costs.

The waiver fee is non-refundable regardless of whether any damage occurs during the rental period. Acceptance of the waiver does not waive the customer’s responsibility to handle all equipment with reasonable care at all times.

12. TOURS & TRANSPORT SERVICES

Rental Natales offers guided day tours and private transport in and around Torres del Paine and Puerto Natales. Private transport prices cover up to two passengers unless stated otherwise. For larger groups or special requirements, please contact us before booking.

All tour and transport bookings follow the same payment and cancellation policy as gear rentals (Sections 4 and 5).

We reserve the right to cancel or modify tours due to adverse weather, safety concerns, insufficient participation, or circumstances beyond our control. In such cases, we will offer an alternative date or a full refund of amounts paid for that service.

Please be at the agreed meeting point at least 10 minutes before your scheduled departure. No refund will be given for missed tours due to lateness.

Participants must ensure they have an appropriate level of fitness and health for the activity. Please disclose any relevant medical conditions in advance.

13. LONG-TERM RENTALS

Rentals of 30 or more consecutive days are welcome. Please contact us before placing your order so we can discuss pricing, deposit requirements, and logistics for your trip. All other terms in this document apply unless specifically modified in writing.

14. CUSTOMER RESPONSIBILITIES

By renting from us, you agree to:

• Use all equipment only for its intended purpose and within your skill level
• Follow the usage instructions provided at pick-up
• Not modify, tamper with, or attempt to repair equipment without our authorisation
• Keep equipment secure and take reasonable precautions against theft and loss
• Not lend or transfer equipment to third parties without our written consent
• Notify us immediately if any item is lost, stolen, or damaged during the rental
• Return all equipment in a reasonably clean condition
• Comply with all applicable laws, park regulations (including CONAF rules), and safety guidelines
• Obtain adequate travel and activity insurance for your trip

15. FORCE MAJEURE

Neither party is liable for failures caused by circumstances beyond their reasonable control, including natural disasters, extreme weather, park or road closures, government orders, strikes, or pandemics. If such an event affects your rental or tour, contact us as soon as possible. We will work with you in good faith to offer a date change, store credit, or, where appropriate, a partial refund.

16. INTELLECTUAL PROPERTY

All content on rentalnatales.com — including text, images, logos, pricing, and product descriptions — is the property of Rental Natales® and may not be reproduced or used for commercial purposes without our written consent.

17. PRIVACY & PERSONAL DATA

Personal information collected during booking (name, contact details, payment information) is used solely to process your reservation and provide our services. We do not sell or share your data with third parties, except where required by law or to process your payment. You have the right to access, correct, or request deletion of your personal data by contacting hola@rentalnatales.com.

18. GOVERNING LAW & DISPUTES

These Terms are governed by the laws of the Republic of Chile. Any disputes shall first be addressed by contacting us directly. If unresolved, disputes are subject to the jurisdiction of the competent courts of Puerto Natales, Magallanes Region, Chile. Nothing in these Terms limits any rights you may have under Chilean consumer protection law (Ley N° 19.496).

19. CONTACT

Hermann Eberhard 370, Puerto Natales, Magallanes, Chile Phone / WhatsApp: +56 9 9975 7224 Email: hola@rentalnatales.com Website: rentalnatales.com Hours: 9:00 AM – 10:00 PM daily (Oct–Apr) · 10:00 AM – 10:00 PM daily (May–Sep)

For common questions about gear, packing, and trekking in Torres del Paine, visit our FAQ page before your adventure.

These Terms and Conditions were last updated in June 2026. Rental Natales reserves the right to amend these Terms at any time. The version published on rentalnatales.com at the time of your booking shall apply.