Terms & Conditions

These Terms & Conditions govern all bookings made with Heritage Ceylon Travels. By making a booking with us, you confirm that you have read, understood and accepted these Terms & Conditions.

1. Scope of Services

These Terms apply to all travel and tourism services arranged by Heritage Ceylon Travels, including:

• Holiday packages
• Tailor-made itineraries
• Accommodation
• Airport transfers
• Transportation
• Sightseeing tours
• Excursions
• Activities
• Attraction tickets
• Driver-guides and tour guides

These Terms also apply to quotations, itineraries, invoices, booking confirmations, online enquiries and payments made through our website or authorised communication channels.

2. Booking Confirmation

A booking is confirmed only after:

• The required deposit or full payment has been received; and
• Written confirmation has been issued by Heritage Ceylon Travels.

3. Payments

A deposit of 20%–30% of the total booking value may be required to confirm your reservation.

Your quotation or invoice will specify:

• Deposit amount
• Balance payment deadline
• Currency
• Accepted payment methods
• Applicable bank or card charges

Failure to make payments by the stated deadline may result in cancellation of the booking.

4. Refund & Cancellation Policy

We understand that travel plans may change. Cancellation requests must be submitted in writing via email and will be processed according to the following policy.

Cancellation Charges

More than 30 days before the tour commencement date

• Refund of recoverable amounts after deducting the non-refundable deposit, supplier charges, bank charges and administrative expenses.

Between 15 and 30 days before the tour commencement date

• Up to 50% of the total booking value may be charged.

Within 14 days of the tour commencement date

• Up to 100% of the total booking value may be charged.

No-show or cancellation after the commencement of the tour

• No refund will be provided.

Non-Refundable Payments

The following payments may be non-refundable:

• Booking deposits (typically between 20% and 30% of the total booking value, as specified in your quotation or booking confirmation)
• Payment processing fees
• Bank charges
• Administrative fees
• Amounts already paid to non-refundable suppliers
• Peak-season hotel bookings
• Promotional or discounted bookings
• Air tickets, train tickets and attraction tickets
• Certain activities and special event bookings requiring full advance payment

Partial Refunds

Where applicable, partial refunds may be granted if cancellation occurs within the eligible cancellation period and Heritage Ceylon Travels is able to recover payments from suppliers.

Any refund will be calculated after deducting:

• Non-refundable deposits
• Hotel or supplier cancellation charges
• Bank and payment processing fees
• Administrative expenses
• Foreign exchange differences
• Costs of services already confirmed or provided

Refunds will not exceed the amount actually received by Heritage Ceylon Travels for the cancelled services.

Circumstances Where Refunds Will Not Be Provided

Refunds will generally not be available in the following circumstances:

• No-shows
• Cancellations made during the non-refundable period
• Services already used or partially used
• Unused hotel nights, transfers, meals, excursions or activities resulting from voluntary itinerary changes
• Late arrivals or early departures
• Missed flights, trains, transfers or activities caused by the traveller
• Failure to obtain valid passports, visas, travel authorisations or required health documentation
• Refusal of entry by immigration or other government authorities
• Cancellations resulting from incorrect information provided by the traveller
• Non-refundable hotels, permits, tickets, activities or promotional rates
• Where suppliers refuse or are unable to issue refunds

5. Prices

Prices are quoted in the currency specified in your quotation.

Before booking confirmation, prices may change due to:

• Hotel rate revisions
• Exchange rate fluctuations
• Government taxes
• Fuel surcharges
• Supplier price increases

After confirmation, prices will only change under exceptional circumstances clearly explained to the client.

6. Traveller Eligibility

The person making the booking must:

• Be at least 18 years of age
• Have authority to book on behalf of all travellers

Travellers under 18 years must travel with a parent, legal guardian or another authorised adult unless otherwise agreed.

The lead traveller is responsible for ensuring all traveller information is accurate.

7. Travel Documents

Travellers are responsible for obtaining and carrying:

• Valid passports
• Visas
• Entry permits
• Health documentation
• Any documents required by immigration authorities

Heritage Ceylon Travels is not responsible for losses resulting from incomplete or invalid travel documentation.

8. Travel Insurance

We strongly recommend that every traveller purchases comprehensive travel insurance covering:

• Medical emergencies
• Trip cancellation
• Travel interruption
• Personal liability
• Lost baggage
• Emergency evacuation

9. Amendments

Travellers may request to amend or reschedule their booking, subject to supplier approval and availability.

Additional costs may apply, including:

• Differences in hotel or service rates
• Seasonal supplements
• Supplier amendment fees
• Bank or payment processing charges
• Administrative costs

Where travel credit is offered, it must be used within the validity period specified by Heritage Ceylon Travels. Travel credits are non-transferable and cannot be exchanged for cash.

10. Traveller Responsibilities

Travellers agree to:

• Comply with Sri Lankan laws and regulations
• Respect local customs and cultural sites
• Follow safety instructions
• Use required safety equipment
• Respect hotels, vehicles and public property
• Inform us of any medical conditions or accessibility requirements before travel

We reserve the right to discontinue services without refund where traveller behaviour is unlawful, abusive, unsafe or seriously disruptive.

11. Availability Disclaimer

While every effort is made to provide accurate information:

• Prices and availability are not guaranteed until booking confirmation.
• Hotels and activities remain subject to availability.
• Travel times are approximate.
• Wildlife sightings and weather conditions cannot be guaranteed.
• Itinerary order may change due to operational, safety or weather requirements.

12. Liability

Heritage Ceylon Travels acts as an organiser and booking intermediary for services provided by independent hotels, transport operators, guides and activity providers.

While we exercise reasonable care when selecting suppliers, we cannot be held responsible for events beyond our reasonable control, including:

• Severe weather
• Natural disasters
• Road closures
• Flight disruptions
• Government actions
• Supplier failures
• Civil unrest
• Strikes

Where permitted by law, our liability is limited to the amount paid for the affected service.

13. Force Majeure

Neither party shall be liable for delays or failures caused by circumstances beyond reasonable control, including:

• Natural disasters
• Severe weather
• Epidemics
• Government restrictions
• Civil disturbances
• Supplier shutdowns
• Road closures

Where possible, we will seek refunds, credits or alternative arrangements from suppliers, although recovery of supplier payments cannot be guaranteed.

14. Complaints

If any issue arises during your tour, please notify your guide or our office immediately so we can attempt to resolve the matter.

Formal written complaints should be submitted within 14 days of the completion of your tour.

15. Governing Law

These Terms & Conditions are governed by the laws of Sri Lanka.

Any disputes shall first be addressed through good-faith negotiation before being submitted to the courts of Sri Lanka.

16. Contact Us

For further enquiries, please refer to the contact details on our official website.

 

Heritage Ceylon Travels