Frequently Asked Questions | Biketur Chile

Q1. What fitness level do I need?

We adapt every ride to your fitness level. From beginners to advanced riders — just let us know your experience and we will plan the perfect route for you.

Q2. What bikes do you use?

We use only Trek bikes — the world’s leading mountain bike brand. We offer Trek Marlin hardtails, Trek Fuel EX full suspension, Trek Rail e-bikes and Trek road bikes. All bikes are professionally maintained and adjusted to your height and weight.

Q3. Do you pick up from my hotel?

Yes! We offer door-to-door service. We pick you up from your hotel and drop you back when the ride is done. Our delivery area covers Las Condes, Vitacura and Lo Barnechea. For other areas there is an additional fee of CLP 15,000.

Q4. What is included in the tour?

Hotel pickup and drop-off, Trek bike adjusted to your size, helmet and safety gear, bilingual local guide, snacks and hydration, photos and videos of your ride, technique coaching, Biketur Chile souvenir shirt.

Q5. What should I bring?

Comfortable athletic clothing, sunscreen and sunglasses, an extra water bottle, light snack if you want more food, and a great attitude. We handle everything else!

Q6. Do you operate in winter? (June – August)

Yes! Winter is actually the BEST season to ride in Santiago. Clear blue skies, perfect temperatures (10-18C) and the snow-capped Andes as your backdrop. We operate year-round except on rainy days.

Q7. What happens if it rains?

For safety reasons we do not operate on rainy days. If your tour day is rainy, we will reschedule to another date or offer a full refund. We always check the forecast 24 hours before.

Q8. How do I book and pay?

Contact us via WhatsApp or fill out the booking form on our website. Payment is made in advance via PayPal. A copy of your passport is required as guarantee. Once payment and passport are received, your booking is confirmed.

Q9. What is your cancellation policy?

Cancellations made more than 48 hours before the tour receive a full refund. Cancellations within 48 hours are non-refundable. Rain cancellations always receive a full refund or reschedule.

Q10. Do you offer bike rentals without a guide?

Yes! We offer self-guided bike rentals for 4-6 hours. Prices: Hardtail USD 62 / Full Suspension USD 94 (Durazno Park only) / E-Bike USD 125 (Durazno Park only) / Road Bike USD 99. Book 2 weeks in advance and get 15% off!

Q11. What is the delivery area for rentals?

We deliver bikes for free to hotels in Las Condes, Vitacura and Lo Barnechea. For other areas in Santiago there is an additional delivery fee of CLP 15,000 (approx. USD 15).

Q12. Is there a minimum group size?

No minimum group size for regular tours and rentals — we welcome solo riders! The only exception is the Conquista de los Andes Lagoons E-bike experience which requires a minimum of 6 riders and is available in summer only (December to March).

Q13. What happens if I have a mechanical problem during the ride?

Every rental bike comes equipped with a basic repair kit including a spare inner tube, tire levers and a mini pump — so minor issues like punctures can often be fixed on the spot. If you have a mechanical problem during your ride, please contact your Biketur guide or coordinator immediately via WhatsApp — we will coordinate support as quickly as possible. If the mechanical was caused by normal trail conditions, there is no extra charge. However, if the issue was caused by rider error (crash damage, improper gear shifting, riding outside agreed terrain), the cost of repair or replacement will be charged accordingly. We always assess the situation together with the rider on the spot, fairly and transparently.