Cancellation Policy
We understand that travel plans can change. Our cancellation policy is designed to clearly explain the cancellation charges, refund conditions, and other applicable terms for bookings made with us.
Cancellation by the Customer
If you need to cancel your booking, the following cancellation terms will apply:
- More than 30 days before the scheduled tour start date
Cancellations made more than 30 days before the scheduled start date of the tour are eligible for a 70% refund of the total tour fee. - Within 30 days of the scheduled tour start date
Cancellations made within 30 days of the scheduled tour start date are not eligible for a refund. - No-shows
If a customer fails to arrive for the scheduled tour or does not participate in the tour without providing prior notice, the booking will be treated as a no-show and no refund will be provided. - Deposit
30% deposit is required at the time of booking. The deposit is non-refundable if the booking is cancelled. However, at our discretion, the deposit may be transferred towards a future booking, subject to availability and applicable conditions.
How to Request a Cancellation
All cancellation requests must be submitted in writing by email or through the contact details provided on our website.
The cancellation date will be considered the date on which we receive the written cancellation request. Cancellation requests received outside our business hours may be processed on the next business day.
We recommend keeping confirmation of your cancellation request until you receive written acknowledgement from us.
Refund Processing
Where a refund is applicable, please allow up to 14 working days for the refund to be processed.
Refunds will generally be made using the original payment method, unless otherwise agreed.
Please note that processing times may also depend on your bank or payment provider.
Flights, Visas and Third-Party Services
Payments made for air tickets, visas, travel insurance, accommodation, activities, permits, or other third-party services may be subject to the cancellation and refund policies of the relevant provider.
Air ticket and visa payments are non-refundable where the relevant airline, government authority, or service provider does not provide a refund.
Any applicable cancellation charges imposed by airlines, hotels, transport providers, activity operators, or other third parties may be deducted from any amount otherwise refundable to the customer.
Changes to Your Booking
If you wish to change your tour dates, itinerary, accommodation, number of travellers, or other booking details rather than cancel the booking, please contact us as soon as possible.
Changes are subject to availability and may result in additional charges or cancellation fees imposed by us or third-party service providers.
Cancellation by the Tour Provider
In certain circumstances, we may need to cancel or significantly alter a tour due to operational requirements, safety concerns, weather conditions, natural disasters, government restrictions, or other circumstances beyond our reasonable control.
Where we cancel a tour, any refund or alternative arrangement will be handled in accordance with the applicable terms of your booking and our obligations under applicable Australian law.
Where a third-party service provider cancels a service included in your booking, any refund or alternative arrangement will be subject to that provider’s applicable terms and conditions.
Unavoidable or Extraordinary Circumstances
We may be unable to provide some or all tour services due to circumstances beyond our reasonable control, including but not limited to:
- Severe weather or natural disasters
- Government restrictions or travel advisories
- Political or civil disturbances
- Strikes or transportation disruptions
- Road closures or other infrastructure disruptions
- Public health emergencies
- Other events that make the tour unsafe or impractical to operate
Where such circumstances occur, we will make reasonable efforts to assist customers with alternative arrangements where possible. Any refunds will be subject to the applicable booking terms and amounts recoverable from third-party suppliers.
Travel Insurance
We strongly recommend that all customers obtain comprehensive travel insurance before travelling to Sri Lanka.
Travel insurance should ideally cover trip cancellation, interruption, medical expenses, personal belongings, delays, and other unforeseen circumstances.
Customers are responsible for checking that their insurance provides adequate coverage for their individual circumstances.
Refund Exceptions and Consumer Rights
Nothing in this Cancellation Policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under Australian Consumer Law or other applicable legislation.
Where a customer is entitled to a refund, replacement, cancellation, or other remedy under applicable law, those rights will continue to apply.
Acceptance of This Policy
By making a booking with us, you acknowledge that you have read, understood, and accepted this Cancellation Policy together with the applicable Terms & Conditions of your booking.
If you have any questions regarding cancellation, refunds, or changes to your booking, please contact us before making your reservation.
Thank you for your understanding.