Booking & Payment Conditions

1.1 The Lead Booker: The person making the booking warrants that they are at least 18 years of age and have the legal authority to bind all members of their party to these Terms.

1.2 Acceptance: No contract exists between you and the Company until a provisional booking is agreed upon and a deposit is received.

1.3 Discretion: We reserve the right to decline any booking at our absolute discretion.

1.4 Accuracy of Information: You warrant that all information provided to us — including passenger names exactly as they appear on passports, dates of birth, contact details, and disclosures relating to health, dietary, and mobility requirements — is accurate and complete. Any costs, penalties, or losses arising from inaccurate or incomplete information are your sole responsibility.

2.3 Direct Booking Clients: Notwithstanding the 7-day payment window referred to in clauses 2.1 and 2.2, where a booking is made directly with the Company without the involvement of a travel agent, tour operator, or third-party booking platform, the deposit (or, for late bookings, the full amount payable) must be received within 3 days of the Pro Forma Invoice being issued. The Company will not confirm the booking, issue vouchers, or commit reservations with hotels, transport providers, guides, or other suppliers until cleared funds have been received. This shorter payment window reflects the immediate, non-recoverable cancellation liability the Company incurs with its suppliers once vouchers and confirmations are issued in respect of your booking.

2.4 Failure to Pay: If payment is not received by the applicable due date, the Company will not confirm the booking and will not issue vouchers or commit reservations with hotels, transport providers, guides, or any other suppliers. The Company is not liable for any loss of hotel, transport, or supplier availability, nor for any change in package pricing, withdrawal of promotional discounts, or movement in exchange rates that may arise during any period of late or non-payment. Where you wish to proceed after payment has lapsed, a fresh quotation will be issued reflecting prevailing rates, availability, and applicable offers at the time of re-quoting.

3.1 Inclusions: Your package price includes all government taxes applicable at the time of booking.

3.2 Exclusions: The price does not include transaction fees, passport/visa fees, personal insurance, tips, or personal expenses unless explicitly stated.

3.3 Currency Fluctuations: Invoices are issued in the agreed currency. We use the exchange rate effective on the date of invoicing. We are not responsible for exchange rate fluctuations applied by your bank or credit card issuer at the time of transaction settlement.

3.4 Price Surcharges: Once your booking is confirmed, we will not increase the price of your holiday unless our underlying costs (including but not limited to fuel, transport, accommodation, government taxes, or local supplier costs paid in Sri Lankan Rupees) rise materially due to circumstances outside our control. In such instances, we will absorb the first 2% of any cost increase, and you will be responsible for the balance. If a surcharge would result in an increase of more than 10% of your total trip cost, you may cancel your booking within 14 days of notification of the surcharge and obtain a full refund of monies paid to us, less any non-recoverable third-party costs.

4.1 Security: Stripe is a PCI Service Provider Level 1 certified platform. Your sensitive card data is encrypted (AES-256) and is never stored on Ceylon Insider Travels' servers.

4.2 Transaction Fees: Any foreign transaction fees or currency conversion fees imposed by your issuing bank are your sole responsibility.

4.3 Payment Confirmation: A booking is only confirmed once Stripe authorises the transaction and funds are captured. We are not liable for booking losses resulting from declined transactions, fraud checks, or banking system outages.

4.4 Disputes & Chargebacks: You agree to contact Ceylon Insider Travels to resolve any billing disputes before initiating a chargeback with your bank. In the event of an unjustified chargeback (where services were provided or terms were agreed to), you agree to reimburse the Company for the disputed amount plus any legal fees, administrative costs, and bank penalties incurred by us to recover the funds.

4.5 Refunds via Stripe: Approved refunds will be processed to the original payment method only. Funds typically appear within 5–10 business days, subject to your bank's processing times.

5.1 Bank Charges: All bank charges, intermediary bank fees, and currency conversion costs associated with sending an international wire transfer are the sole responsibility of the Client. The Company must receive the full invoice amount in cleared funds. Any shortfall arising from bank deductions, intermediary fees, or unfavourable exchange rates must be made up by you within 7 days of notification, failing which the booking may be treated as cancelled and the cancellation charges set out in Section 10 will apply.

5.2 Confirmation of Payment: A booking is only confirmed when funds are received in cleared form in our nominated account. International wire transfers typically take 3–5 business days but may take longer depending on the originating bank, intermediary banks, and currency. The Company is not liable for delays in transmission, lost transfers, or any consequences arising from late receipt of funds, including the loss of held rates, accommodation, or tour spaces.

5.3 Payment Reference: You must include the booking reference, lead booker's name, and invoice number in the wire transfer reference field. Failure to include identifying information may delay confirmation of your booking, and any cancellation charges or supplier penalties arising from such delay are your sole responsibility.

5.4 Account Details & Fraud Protection: Account details for bank transfer will be provided on the Pro Forma Invoice or on written request. The Company will never request bank details by phone, SMS, instant messaging, or unsolicited email, and will never instruct you to amend or update our account details mid-transaction. If you receive any communication purporting to amend, update, or override our published account details, you must verify the request directly with the Company by telephone (using the numbers published on our website) before transferring any funds. The Company accepts no liability for losses arising from fraudulent third-party communications, intercepted emails, or transfers made to incorrect or compromised account details.

5.5 Refunds via Bank Transfer: Where a refund is processed by bank transfer, all bank charges, intermediary fees, and currency conversion costs are deducted from the refund amount. The Company will not absorb these costs.

6.1 Accommodation Availability: Hotels and accommodation listed in your itinerary are indicative and subject to availability at the time your booking is processed. An instant payment does not guarantee the reservation of a specific property. All accommodation bookings are confirmed only once availability is verified with the respective hotel or property.

6.2 Alternative Accommodation: In the event that a specified hotel or property is unavailable, the Company will arrange accommodation of a similar or equivalent standard at the same destination. You will be notified of any such substitution as soon as reasonably practicable.

6.3 Price Adjustments: We will make every reasonable effort to honour your package at the originally quoted price. However, if changes to the itinerary are required — whether due to accommodation substitution, seasonal pricing variations, or other operational factors — the total package price may be adjusted accordingly. You will be informed of any price changes prior to confirmation. Any additional charges will be invoiced to you, and any reduction will be refunded to the original payment method.

7.1 One Redemption per Customer: Promotional discounts (including the 10% Limited-Time Offer) are limited to one redemption per customer or per group of travellers booking together (for example, a couple, family, or friends booking on the same itinerary, where one person pays for the entire booking). A second booking made by, or on behalf of, a customer who has already redeemed the offer (whether under the same email address, a different email address, or a different name) will be charged at the standard rate, regardless of how the offer was presented.

7.2 Application: Discounts must be applied at the time of booking. We are unable to retrospectively apply a promotional rate to a confirmed booking.

7.3 No Stacking: Promotional discounts cannot be combined with any other offer, voucher, agent commission, or partner promotion unless we expressly state otherwise.

7.4 Inclusions: Unless otherwise stated, discounts apply to the land portion of the holiday only and exclude single supplements, optional activities, additional nights, internal flights, visas, gratuities, and any third-party fees.

7.5 Forfeiture on Cancellation: Where a booking made under a promotional discount is cancelled, the discount is forfeited and does not transfer to a future booking. Any rebooking will be charged at the prevailing standard rate.

7.6 Withdrawal of Offers: We reserve the right to withdraw, change, suspend, or extend any promotion at any time without prior notice. The Terms applicable to your booking are those in force at the time we issue the Pro Forma Invoice.

8.1 Twin-Share Basis: Group tour prices are quoted per person on a twin-share basis. This means two travellers share a hotel room with two single beds (or one double bed where requested and available).

8.2 Solo Travellers — Roommate Matching: Solo travellers may elect to share a twin room with another solo traveller of the same gender on the tour. Roommate matching is offered as a complimentary service. We endeavour to match travellers based on age range and preferences disclosed in your traveller information form. Roommate matching is a service, not a guarantee of compatibility. Personal habits, preferences, and lifestyle differences are inherent to shared travel, and the Company is not responsible for the outcome of any match.

8.3 Single Supplement: Travellers who prefer a private room must pay the single supplement stated on the tour page. If we are unable to match a solo traveller with a roommate by the date the final balance is due, the single supplement will become payable, and you will be notified in writing.

8.4 Disclosure Obligations: Travellers electing to share a room must disclose, at the time of booking, any matter that could reasonably affect a roommate's ability to share, including (without limitation) heavy snoring, the use of medical devices such as CPAP machines, smoking, sleeping with the television or lights on, irregular routines, or any condition requiring night-time attention. Where such information has not been disclosed and a roommate subsequently requests reallocation, the cost of any single-room supplement that becomes necessary as a result of non-disclosure is your sole responsibility, subject to availability.

8.5 Roommate Cancellation: Where two travellers are booked to share a room and one cancels:

• If the cancellation is more than 60 days before departure, we will endeavour to find an alternative roommate. If no match is available, the single supplement applies.

• If the cancellation is within 60 days of departure, the single supplement automatically applies and is payable in full by the remaining traveller.

8.6 Linked Bookings: Where two travellers book together as a couple, friends, or family sharing a room, and one defaults on payment, the remaining traveller is responsible for either covering the full single-room rate or providing a replacement roommate before the balance due date.

8.7 Minimum Group Size: Each group tour operates subject to a stated minimum number of confirmed travellers. If the minimum is not reached 45 days before departure, the Company may, at its absolute discretion:

• (a) Operate the tour as scheduled with a smaller group;

• (b) Offer a transfer to an alternative departure date at no additional cost;

• (c) Offer a tailor-made private tour at the equivalent value; or

• (d) Cancel the departure and refund all monies paid to the Company in full.

If you do not accept the alternative offered under (a), (b), or (c), you are entitled to a full refund of monies paid to us under (d). The Company is not liable for any incidental costs incurred by you (including but not limited to flights, visas, vaccinations, or insurance premiums). It is for this reason that travel insurance covering trip cancellation is a strict condition of booking (see Section 14).

8.8 Conduct & Removal from Tour: Group travel depends on mutual respect among travellers. The Company reserves the right, in its sole discretion, to remove from the tour any traveller whose behaviour is, in our reasonable view:

• (a) Disrespectful, abusive, threatening, or harassing toward other travellers, our team, our suppliers, or local communities;

• (b) Persistently disruptive to the group experience;

• (c) Endangering the health, safety, or wellbeing of any person; or

• (d) In serious breach of local laws, customs, or cultural norms.

A traveller removed under this clause forfeits all monies paid and is solely responsible for their own onward travel, accommodation, and repatriation costs. The Company accepts no further liability.

8.9 Women-Only Tours: Women-only tours are open exclusively to travellers who identify as women and are aged 18 or over at the time of departure. By booking, you confirm this applies to you. The female-only nature of the tour is fundamental to the product. Male partners, friends, or family members may not join any portion of the tour, including transfers, meals, accommodation, or activities, even where travelling separately on the same dates.

8.10 No Refunds for Non-Participation: Where a traveller chooses not to participate in any included activity, meal, transfer, or excursion on a group tour — for any reason, including illness, fatigue, personal preference, or change of plan — no refund or credit will be issued for the unused portion. Group tour pricing is bundled and reflects costs already committed by the Company on your behalf. This clause applies in addition to Section 10.4.

9.1 Right to Cancel: We reserve the right to cancel your booking due to unavoidable circumstances (Force Majeure), failure by you to pay the final balance, failure to meet the minimum group size on a group tour, or any breach of these Terms by you.

9.2 Force Majeure: We shall not be liable for any failure to perform our obligations where such failure is a result of Acts of God (including fire, flood, earthquake, storm, hurricane, or other natural disaster), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power, terrorist activities, government sanction, blockage, embargo, labour dispute, strike, lockout, pandemic or epidemic, public health emergencies, cyberattacks, or interruption or failure of electricity, telecommunications, or transport infrastructure.

9.3 Refunds under Force Majeure: In such events, we will refund all monies paid by you, less any unrecoverable costs we have already paid to third-party suppliers (hotels, transport, etc.) that cannot be retrieved. If a Force Majeure event occurs after your tour has commenced, we will make reasonable efforts to continue or adapt the itinerary; any additional costs of doing so are your responsibility, and no refund is due for any unused portion of the tour.

10.3 Refund Policy: Since we prepay suppliers to secure your rates, refunds are subject to the recoverable costs from our partners. We reserve the right to deduct an administrative fee and any bank charges incurred during the refund transfer. No refunds will be made for no-shows, unused services, or voluntary early departures from the tour.

10.4 Unused Inclusions: If, at any point during your tour, you choose not to participate in an included activity, meal, transfer, accommodation, or excursion — for any reason whatsoever, including illness, personal preference, or change of plan — no refund, credit, or compensation is due for the unused portion. Travel insurance may cover certain such costs (see Section 14).

10.5 Non-Refundable Items: Certain elements of your itinerary may be fully non-refundable from the moment of booking, including (without limitation) internal flights, train tickets, special permits, special-event tickets, and selected luxury accommodations with strict deposit policies. Cancellation of any such item, at any time after booking, will result in 100% loss of the cost of that item, regardless of how far in advance the cancellation is made.

10.6 Group Liability: In the event of a group cancellation, the lead booker is responsible for all cancellation fees in respect of every traveller in the booking.

10.7 Forfeiture of Promotional Discounts: Where a cancelled booking was made under a promotional discount, the discount is forfeited and may not be applied to any future booking (see Section 7.5).

11.1 By Us: We strive to adhere to the itinerary but reserve the right to alter routes, accommodation, or transport due to operational requirements, supplier availability, or safety concerns. Where a change is significant (defined as a change affecting at least one day in five of the itinerary, a change in destination, or a downgrade in accommodation standard), we will notify you and offer you the choice of accepting the change, accepting an alternative arrangement of equivalent standard, or cancelling for a full refund of monies paid to us.

11.2 By You: Requests to change the itinerary after booking are subject to availability and may incur additional charges from hotels, transport providers, and other suppliers. An amendment fee of USD $50 per change applies on private tours. On group tours, name substitutions are permitted up to 45 days before departure for a USD $75 fee per traveller, subject to the new traveller meeting the tour requirements; changes within 45 days of departure are not permitted.

12.1 Disclosure: You must inform us in writing, at the time of booking, of any medical condition, disability, pregnancy, mobility limitation, mental health condition, dietary requirement, or allergy that may reasonably affect your participation in the tour.

12.2 Suitability: Some itineraries involve walking on uneven terrain, climbing steps, hot and humid conditions, long drives, and early starts. The level of physical activity is described on each tour page. Based on the information you disclose, we may confirm the booking, suggest modifications, or — on reasonable medical or safety grounds — decline the booking. Where a booking is declined under this clause prior to deposit, no charge applies.

12.3 Non-Disclosure: Where a relevant condition is not disclosed and we subsequently become aware of it, the Company reserves the right to decline service or end your participation in the tour with no refund.

12.4 Medical Care During Travel: The Company is not a medical provider. We will assist in arranging access to local medical care where required, but the cost of any such care is your sole responsibility, recoverable through your travel insurance.

14.1 Coverage: Your policy must cover, at a minimum, personal accident, medical expenses, hospitalisation, emergency repatriation, trip cancellation and curtailment, personal liability, and loss of personal effects. Where your itinerary includes adventure or wellness activities (such as safaris, hiking, surfing, or diving), your policy must cover those activities.

14.2 Verification: We may request your policy number and provider details before final payment.

14.3 Waiver: Ceylon Insider Travels is not responsible for any costs incurred by you that would otherwise have been recoverable under a standard travel insurance policy. If you choose to travel without adequate insurance, you do so at your own risk and accept full responsibility for any losses.

15.1 Conduct on Tour: You agree to follow all reasonable instructions from your guide, driver, and our local team; to respect Sri Lankan laws, religious sites (including dress codes), and local customs; not to bring illegal substances into Sri Lanka or use them during the tour; and to treat every member of our team and the wider community with courtesy. Serious breach of this clause may result in your removal from the tour with no refund (see also Section 8.8 for group tours).

15.2 Optional Activities: Activities offered locally during your tour that are not listed in your written itinerary are arranged directly between you and the local operator. The Company does not control the price, safety standards, or terms of such activities and accepts no liability for any matter arising from them.

15.3 Photography & Marketing: Our team and guides may take photographs and short videos during tours for internal records and marketing purposes. If you do not wish to be featured in any marketing materials, please notify us in writing before your tour. Where you have not opted out, you grant the Company a non-exclusive, royalty-free licence to use images and video featuring you in our website, social media, brochures, and other marketing materials. You may withdraw this permission at any time by emailing us, and we will remove your image from active materials within a reasonable period; we cannot recall content already published in print or shared by third parties.

16.1 Contractual Counterparty: Your contract for the tour remains with the Company.

16.2 Primary Contact: Your first point of contact for all communications, invoices, payment notices, itinerary updates, and changes is your travel agent or group leader. The Company is not responsible for delays, omissions, or misrepresentations by an agent or group leader in passing on information to individual travellers.

16.3 Independent Pricing by Agents: Where an agent or group leader has established a price or imposed conditions different from those quoted by the Company (for example, by adding a service fee or margin), that pricing is a matter between you and your agent or group leader. The Company's pricing is the amount confirmed in our written invoice to the booker.

16.4 Itemised Invoices: The Company will, on request, provide an itemised breakdown of charges in respect of any individual traveller in a group booking.

17.1 Resolution During the Tour: If any matter arises during your tour, you must notify your guide or our local team without delay so that we have the opportunity to resolve it. Many issues can be addressed promptly when raised at the time.

17.2 Post-Travel Complaints: Where a matter cannot be resolved locally, you must submit a written complaint to info@ceyloninsidertravels.com within 30 days of your return, providing a clear description and supporting evidence.

17.3 Response Time: We will acknowledge complaints within 5 working days and respond substantively within 28 days.

17.4 Time Limit: Complaints submitted more than 30 days after the conclusion of the tour may not be considered, as our ability to investigate diminishes significantly with time.

18.1 Third-Party Providers: Ceylon Insider Travels acts as an agent for independent suppliers (hotels, transport companies, activity providers). While we vet our partners rigorously, we do not control their operations. We are not liable for the acts, omissions, errors, representations, warranties, negligence, breach, or default of any such suppliers.

18.2 Limitation of Liability: To the maximum extent permitted by law, the Company accepts no liability for loss, damage, or theft of personal property; personal injury, illness, or death (unless caused by the direct negligence of Ceylon Insider Travels' own employees); or indirect or consequential losses (e.g., missed flights, lost earnings). Where the Company is found liable, our maximum aggregate liability for any claim arising out of your booking shall not exceed the total amount paid by you to the Company in respect of that booking.

18.3 Customer Responsibility: You acknowledge that travel involves inherent risks. You agree to indemnify the Company against all claims, actions, damages, and costs resulting from your own negligence or breach of these Terms.

18.4 Statutory Rights: Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded, including liability for death or personal injury caused by our proven negligence or for fraud.