Booking Terms & Conditions

1. Booking & Reservations

By making a booking with Ceylon Trails & Tours (Pvt) Ltd, you agree to the following terms and conditions. All bookings are subject to availability and confirmation.

• A booking is confirmed only upon receipt of the required deposit and issuance of a confirmation email.
• All travelers must provide accurate personal information including full name (as per passport), nationality, passport number, and dietary requirements.
• Bookings can be made through our website, email, phone, or authorized travel agents.
• We reserve the right to decline any booking at our discretion.

2. Payment Terms

To secure your booking, the following payment structure applies:

• A non-refundable deposit of 25% of the total tour cost is required at the time of booking.
• Full payment must be received 30 days prior to arrival date.
• For bookings made within 30 days of arrival, full payment is required immediately.
• Payments can be made via bank transfer, credit card (Visa/Mastercard), or secure online payment gateway.
• All bank charges and transaction fees are the responsibility of the client.

3. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

• More than 45 days before arrival: Full refund minus the 25% deposit.
• 30-45 days before arrival: 50% refund of the total tour cost.
• 15-29 days before arrival: 25% refund of the total tour cost.
• Less than 15 days before arrival: No refund applicable.
• No-shows and early departures: No refund will be provided.
• Certain services (flights, special permits) may have stricter cancellation policies which will be communicated at booking.

4. Changes & Amendments

We allow modifications to bookings under the following conditions:

• Date changes requested more than 30 days prior may be accommodated subject to availability and additional charges.
• Itinerary modifications may incur additional costs depending on the changes requested.
• Name changes on bookings are permitted up to 14 days before arrival with valid documentation.
• We reserve the right to modify itineraries due to unforeseen circumstances, weather conditions, or force majeure events.

5. Travel Insurance

Your safety and security are important to us:

• Comprehensive travel insurance is mandatory for all travelers.
• Insurance must cover medical expenses, emergency evacuation, trip cancellation, and personal belongings.
• Proof of travel insurance may be requested prior to tour commencement.
• Ceylon Trails is not liable for any costs incurred due to lack of adequate insurance coverage.

6. Passport, Visa & Health Requirements

Travelers are responsible for ensuring they meet all entry requirements:

• A valid passport with at least 6 months validity from the date of entry is required.
• Appropriate visas must be obtained prior to arrival (visa on arrival available for most nationalities).
• Required vaccinations and health certificates are the traveler's responsibility.
• We are not responsible for denied entry due to invalid or incomplete documentation.

7. Liability & Limitations

While we strive to provide exceptional service, please note:

• Ceylon Trails acts as an intermediary between travelers and service providers (hotels, transport, activities).
• We are not liable for any loss, injury, or damage caused by third-party service providers.
• We are not responsible for delays, cancellations, or changes caused by force majeure events (natural disasters, political unrest, pandemics, etc.).
• Maximum liability for any claim is limited to the total amount paid for the specific service in question.
• Adventure activities (trekking, wildlife safaris, water sports) are undertaken at the traveler's own risk.

8. Accommodation & Services

Regarding hotels and included services:

• Hotel categories are based on local standards and may differ from international ratings.
• Check-in time is typically 14:00 and check-out is 12:00 unless otherwise specified.
• Room types (double/twin/single) must be specified at booking. Single travelers may be subject to single supplement charges.
• Special requests (honeymoon amenities, dietary needs) are subject to availability and must be requested in advance.

9. Transportation

Transportation services included in your package:

• Air-conditioned private vehicles are provided for all transfers and tours unless specified otherwise.
• Domestic flights are subject to airline terms and conditions, including baggage restrictions.
• Train journeys are subject to availability and schedule changes by Sri Lankan Railways.
• Additional charges apply for excess luggage beyond standard allowances.

10. Pricing & Inclusions

Understanding what's included in your tour price:

• Quoted prices are in USD or LKR and subject to change until booking is confirmed.
• Prices include: accommodation, meals as specified, transportation, entrance fees, and guide services as per itinerary.
• Prices exclude: international flights, visa fees, travel insurance, personal expenses, tips, and meals not specified.
• Government taxes and service charges are included unless stated otherwise.
• We reserve the right to adjust prices due to currency fluctuations, tax changes, or supplier rate increases.

11. Complaints & Disputes

We are committed to resolving any issues promptly:

• Any concerns during the tour should be immediately reported to your guide or our 24/7 emergency hotline.
• Written complaints must be submitted within 14 days of tour completion.
• We will investigate and respond to all complaints within 30 days.
• Disputes will be governed by the laws of Sri Lanka and subject to the jurisdiction of Sri Lankan courts.

12. Privacy & Data Protection

Your personal information is handled with care:

• Personal data is collected solely for booking and tour management purposes.
• We do not sell or share your information with third parties except as necessary for service provision.
• Photographs taken during tours may be used for marketing purposes unless you explicitly opt out.
• Full details are available in our Privacy Policy.

13. Special Conditions

Additional terms for specific circumstances:

• Children under 12 years must be accompanied by an adult. Child rates apply for ages 2-11 sharing room with parents.
• Pregnant travelers should consult their doctor before booking and may be restricted from certain activities.
• Travelers with medical conditions or disabilities must inform us at booking to ensure appropriate arrangements.
• Honeymoon packages require proof of marriage within 12 months or wedding certificate.