• Business Name: Ceylon Island Journeys
• Address: No. 93A, Gangarama Road, Nape, Kosgoda, Sri Lanka
• Telephone: +94 71 179 2755
• WhatsApp: +94 71 179 2755
• Email: hello@ceylonislandjourneys.com

Customers may request a tour or transport quotation through:

• The website enquiry form
• Email
• WhatsApp
• Telephone

A booking enquiry does not automatically confirm a reservation. All services are subject to availability until Ceylon Island Journeys confirms the booking in writing.

Customers should provide accurate and complete information, including:

• Full name
• Email address
• WhatsApp or telephone number
• Travel dates
• Number of adults
• Number and ages of children
• Pickup location
• Drop-off location
• Hotel details
• Flight details, when applicable
• Number and size of bags
• Preferred destinations
• Hotel category
• Meal requirements
• Mobility or accessibility requirements
• Medical information relevant to the journey
• Passport details when required for reservations

Ceylon Island Journeys will not be responsible for problems caused by incorrect, incomplete or late information provided by the customer.

A quotation may include:

• Proposed itinerary
• Tour duration
• Pickup and drop-off locations
• Vehicle category
• Private driver or chauffeur guide
• Accommodation
• Meal plan
• Entrance tickets
• Safari jeep arrangements
• Activities
• Included services
• Excluded services
• Payment schedule
• Cancellation conditions

Unless otherwise stated, a quotation is not a confirmed booking. Prices and availability may change until the required advance payment has been received and the booking has been confirmed.

Each quotation should state its validity period. Unless a different period is written in the quotation, the offered price will remain valid for:

Quotation validity: Insert number of days

After this period, Ceylon Island Journeys may need to check the prices and availability again. Hotel rates, entrance fees, activity charges, fuel costs, taxes, exchange rates and supplier prices may change before confirmation.

A booking will normally be considered confirmed only after:

• The customer accepts the itinerary or transport details.
• The customer accepts the total price.
• The customer accepts these booking conditions.
• The required passenger information is provided.
• The required advance payment is received.
• Ceylon Island Journeys sends written confirmation.

Verbal discussions or provisional reservations should not be treated as final confirmation.

An advance payment may be required to confirm:

• Vehicles
• Drivers
• Chauffeur guides
• Hotels
• Safari jeeps
• Train tickets
• Boat trips
• Activities
• Other third-party services

Recommended advance payment: Insert percentage or fixed amount

The exact advance payment will be stated in the quotation. The booking may remain unconfirmed until the advance payment has been received.

The remaining balance must be paid according to the schedule stated in the booking confirmation.

Recommended balance deadline: Insert number of days before arrival or tour date

For last-minute reservations, full payment may be required before the service begins. Failure to pay the balance by the agreed deadline may result in the booking being cancelled and cancellation charges being applied.

Available payment methods will be confirmed directly with the customer. Payment options may include:

• Bank transfer
• Online payment link
• Card payment
• Cash payment
• Another approved payment method

Customers should not send money to an account or payment link that has not been officially confirmed by Ceylon Island Journeys. Bank charges, card-processing fees, currency-conversion charges and international transfer fees may be payable by the customer unless otherwise agreed.

Prices may be quoted in:

• Sri Lankan rupees
• United States dollars
• Euros
• British pounds
• Another agreed currency

The confirmed quotation will state the applicable currency. When payment is made in a different currency, the converted amount may depend on the bank or payment provider's exchange rate. Any exchange-rate difference or payment fee should be settled before the service begins.

Before a booking is confirmed, prices may change because of:

• Hotel availability
• Seasonal hotel rates
• Government taxes
• Entrance-ticket changes
• National park fees
• Safari jeep charges
• Fuel-price changes
• Exchange-rate changes
• Supplier-rate changes
• Changes requested by the customer

The updated price will be communicated before confirmation.

After confirmation, the price will not normally change unless:

• The customer changes the itinerary
• The customer adds destinations or services
• The number of passengers changes
• The number of rooms changes
• The hotel category changes
• The travel dates change
• The customer requests a different vehicle
• Government taxes or mandatory charges change
• A supplier applies an unavoidable additional charge
• Incorrect information was provided when the quotation was prepared

Any additional cost will be explained before the changed service is arranged where possible.

Customers may request changes before the tour or transfer begins. Requested changes are subject to:

• Vehicle availability
• Driver availability
• Chauffeur-guide availability
• Hotel availability
• Supplier conditions
• Attraction opening times
• Travel distance
• Practical route planning

Changes may result in additional charges. Amounts already paid to hotels or other suppliers may be non-refundable.

Reasonable changes may be considered during the journey. Additional charges may apply when a change causes:

• Extra kilometres
• Additional travel time
• Additional driver days
• Additional accommodation
• New attraction tickets
• New safari or activity bookings
• Route changes
• Airport or hotel changes
• Additional waiting time

The driver or chauffeur guide cannot confirm major itinerary changes without authorisation from Ceylon Island Journeys.

All cancellation requests should be submitted in writing by email or WhatsApp. The cancellation date will be the date on which Ceylon Island Journeys receives the written cancellation request. Telephone cancellations should also be confirmed in writing.

The client must confirm the final cancellation charges before publication. The applicable cancellation conditions should also be repeated in each final quotation.

Some payments may become non-refundable immediately after confirmation. These may include:

• Hotel deposits
• Non-refundable hotel rates
• Train tickets
• Safari bookings
• National park arrangements
• Boat trips
• Whale-watching reservations
• Specialised guides
• Attraction reservations
• Airport parking
• Payment-processing fees
• Bank charges
• Special event tickets
• Services booked for peak dates

The customer will be informed when a service is non-refundable.

Any approved refund will be calculated after deducting:

• Applicable cancellation charges
• Non-refundable supplier payments
• Bank charges
• Payment-processing fees
• Currency-conversion differences
• Administrative charges, when applicable
• Services already provided

Refunds should normally be made through the original payment method where reasonably possible. The time required for the refund to appear may depend on the bank or payment provider.

A no-show occurs when a customer:

• Does not arrive at the confirmed pickup location
• Cannot be contacted
• Misses the service because incorrect details were provided
• Does not inform Ceylon Island Journeys of a major delay
• Does not use a confirmed service

No-shows will normally be charged 100% of the confirmed service price. No refund will normally be provided for services missed because of a customer's late arrival.

Customers should be ready at the confirmed pickup time. When a customer is late:

• The itinerary may need to be shortened.
• An attraction may be missed.
• A safari or boat departure may be missed.
• Additional waiting charges may apply.
• The service may be treated as a no-show after the agreed waiting period.

The waiting period and any additional charge should be confirmed for airport, hotel and other pickups.

Customers should provide the correct flight number and arrival date. Where flight information is available, reasonable efforts may be made to follow delays. Additional charges may apply for:

• Extended airport waiting
• Parking
• A flight arriving on a different date
• A major flight change
• A change of airport
• Transport rearrangements

Customers should notify Ceylon Island Journeys as soon as possible about flight cancellations or major changes.

Ceylon Island Journeys will plan pickup times using the information available. However, the company cannot guarantee that a customer will catch a flight, train, boat or other connection when delays result from:

• Traffic
• Accidents
• Road closures
• Weather
• Government restrictions
• Security checks
• Customer delays
• Incorrect travel details
• Events outside reasonable control

Customers should allow sufficient time for important connections.

Ceylon Island Journeys may cancel or change a service when it cannot be safely or reasonably provided. Possible reasons include:

• Vehicle breakdown
• Driver illness
• Unsafe weather
• Natural disasters
• Road closures
• Government restrictions
• National emergencies
• Supplier cancellation
• Attraction closure
• Safety concerns
• Events outside reasonable control

Where possible, Ceylon Island Journeys may offer:

• A replacement vehicle
• A replacement driver
• A revised itinerary
• An alternative date
• An alternative activity
• A refund for the service that cannot be provided

The appropriate solution will depend on the circumstances and supplier conditions.

Ceylon Island Journeys will not be responsible for failure or delay caused by events that could not reasonably be prevented or controlled. These events may include:

• Severe weather
• Floods
• Landslides
• Earthquakes
• Fire
• Epidemics or pandemics
• War
• Civil unrest
• Strikes
• Government restrictions
• Curfews
• Road closures
• Fuel shortages
• Airport closures
• National park closures
• Transport interruptions
• Natural disasters

Refunds in such situations will depend on recoverable amounts from hotels and other suppliers. Customers are strongly encouraged to obtain suitable travel insurance.

Weather may affect:

• Wildlife safaris
• Whale watching
• Boat trips
• Water sports
• Rainforest walks
• Hiking
• Train services
• Road travel
• Outdoor attractions

The itinerary may be changed when an activity is unsafe or unavailable. Where possible, an alternative experience may be offered. A refund cannot be guaranteed when a third-party supplier does not provide a refund.

Wildlife lives freely in natural environments. Ceylon Island Journeys cannot guarantee sightings of:

• Leopards
• Elephants
• Whales
• Dolphins
• Birds
• Any other animal

A lack of wildlife sightings is not grounds for a refund. Safari routes and national park access are controlled by the relevant authorities and safari operators. Jeep rides may be uneven and dusty. Guests should disclose health, back or mobility concerns before booking.

Whale-watching trips depend on:

• Sea conditions
• Weather
• Safety decisions
• Boat-operator schedules
• Wildlife movement

Whale sightings cannot be guaranteed. A boat operator may cancel or shorten a trip for safety reasons. Any refund will depend on the boat operator's own policy.

Train seats are subject to availability. A requested train journey is not confirmed until the ticket reservation has been successfully completed. Ceylon Island Journeys cannot guarantee:

• A specific train
• A specific class
• Reserved seats
• Seats together
• A specific carriage
• An uninterrupted service

Train schedules may change or services may be cancelled. When tickets are unavailable, the journey may continue by private vehicle. Purchased train tickets may be non-refundable.

Hotel reservations are subject to availability until confirmed. The hotel may change a room, facility or service because of operational circumstances. Where a confirmed hotel becomes unavailable, Ceylon Island Journeys may propose an alternative of a similar category where possible. Hotel classifications and standards may differ from those in the customer's home country. Customers should check:

• Room type
• Bed arrangement
• Meal plan
• Child policy
• Check-in time
• Check-out time
• Hotel facilities
• Accessibility

Early check-in and late check-out are subject to hotel availability and may involve additional charges.

Customers should confirm the required room arrangement before booking. Possible arrangements may include:

• Single room
• Double room
• Twin room
• Triple room
• Family room
• Connecting rooms
• Extra bed
• Child sharing existing bedding

Special room and bed requests are subject to hotel availability.

The customer must provide the correct ages of all children at the time of booking. Child rates and hotel conditions may depend on:

• The child's age
• Bed requirements
• Room occupancy
• Attraction rules
• Meal requirements
• Vehicle seating
• Safari conditions

Incorrect ages may result in additional charges.

Child pricing policy: Insert confirmed policy

Child seats may be available when requested in advance. Customers should provide:

• Number of children
• Ages
• Approximate weight, when required
• Required seat type

Availability cannot be guaranteed unless confirmed in writing. Parents or guardians remain responsible for deciding whether the provided seat is suitable for the child.

The customer should provide accurate luggage information before the vehicle is selected. Excess luggage may require:

• A larger vehicle
• A luggage vehicle
• Additional charges
• Changes to the passenger arrangement

Ceylon Island Journeys will not be responsible when luggage cannot fit because incorrect information was provided. Customers remain responsible for their personal belongings. Valuable items should not be left unattended in a vehicle.

Customers must behave respectfully toward:

• Drivers
• Chauffeur guides
• Hotel staff
• Activity providers
• Local communities
• Other travellers
• Religious places
• Wildlife
• Public property

Ceylon Island Journeys may stop a service without refund if a customer:

• Threatens or abuses staff
• Acts violently
• Creates a safety risk
• Damages property
• Breaks the law
• Is seriously affected by alcohol or illegal substances
• Repeatedly refuses reasonable safety instructions

The customer may be responsible for damage or loss caused by their behaviour.

Smoking may be prohibited inside vehicles. Alcohol should not be consumed in a way that affects safety or causes disturbance. Illegal drugs and prohibited substances are not permitted. Customers are responsible for following Sri Lankan law.

Visitors must follow the rules of temples, heritage sites and local communities. Guests may be required to:

• Cover shoulders and knees
• Remove shoes
• Remove hats
• Avoid restricted photography
• Behave quietly
• Avoid disrespectful poses

Entry may be refused by the attraction when a guest does not follow its rules. No refund will normally be provided in such circumstances.

Customers should disclose any condition that may affect:

• Long-distance travel
• Walking
• Stairs
• Safari jeep rides
• Boat journeys
• Hiking
• Heat exposure
• High-altitude areas
• Food requirements

Ceylon Island Journeys does not provide medical advice. Customers should consult an appropriate medical professional when necessary.

Customers should provide detailed accessibility information before confirming a tour. This may include:

• Wheelchair type
• Folded wheelchair size
• Walking limits
• Difficulty using steps
• Required assistance
• Accessible-room requirements

Not all attractions, vehicles and hotels are fully accessible. Ceylon Island Journeys will make reasonable efforts to recommend suitable arrangements but cannot guarantee accessibility at every location.

Customers are responsible for obtaining and carrying:

• Valid passports
• Visas
• Travel permits
• Travel insurance
• Medical documents
• Required prescriptions
• Flight tickets
• Other necessary documents

Ceylon Island Journeys will not be responsible when a customer is refused entry, travel or service because of missing or invalid documents.

Customers are strongly encouraged to obtain travel insurance covering:

• Medical emergencies
• Accident treatment
• Cancellation
• Delayed travel
• Missed flights
• Lost luggage
• Personal belongings
• Emergency evacuation
• Adventure activities
• Safari activities
• Unexpected changes

Ceylon Island Journeys is not an insurance provider.

Some services are supplied by independent third parties, including:

• Hotels
• Safari jeep operators
• Boat operators
• Train operators
• Attraction operators
• Restaurants
• Specialist guides
• Activity providers

These suppliers may apply their own terms, conditions and cancellation policies. Ceylon Island Journeys will assist with arrangements but does not directly control every third-party service.

Ceylon Island Journeys will not intentionally publish identifiable guest photographs for marketing without permission. Customers may give or refuse permission for photographs to be used on:

• The website
• Social media
• Printed material
• Advertising

Refusing permission will not affect the booked service.

Customers should report a problem as soon as possible. This allows Ceylon Island Journeys an opportunity to investigate and attempt to resolve it during the journey. Customers should first contact:

• WhatsApp or Telephone: +94 71 179 2755
• Email: hello@ceylonislandjourneys.com

Where the matter involves a hotel or activity provider, the customer should also report it immediately to the relevant supplier.

A written complaint should include:

• Booking name
• Travel date
• Booking reference, when available
• Description of the issue
• Date and location of the issue
• Supporting photographs or documents
• Requested resolution

Recommended complaint submission period: Insert number of days after service

Complaints submitted after a long delay may be more difficult to investigate.

Ceylon Island Journeys aims to keep website information accurate. However:

• Routes may change.
• Attraction details may change.
• Prices may change.
• Opening times may change.
• Photos may be illustrative.
• Hotel and vehicle availability may change.
• Travel times are approximate.

The final quotation and booking confirmation will take priority over general website content.

Personal information may be collected to:

• Respond to enquiries
• Prepare quotations
• Confirm reservations
• Arrange hotels and activities
• Communicate with drivers and suppliers
• Process payments
• Meet legal or administrative requirements

Further information should be provided in the website Privacy Policy.

These booking terms and any confirmed agreement will be governed by the applicable laws of Sri Lanka. The parties should first attempt to resolve any disagreement through direct communication and good-faith discussion.

Ceylon Island Journeys may update these booking terms when necessary. The conditions applying to a confirmed booking will normally be those provided to the customer at the time of confirmation, unless a change is required by law or agreed by both parties. The website should show the date on which this policy was last updated.

Last updated: Insert date

By confirming a booking or making payment, the customer confirms that:

• The itinerary has been reviewed.
• Passenger information is correct.
• Travel dates are correct.
• The included and excluded services are understood.
• The payment schedule is accepted.
• The cancellation conditions are accepted.
• Relevant health, dietary and mobility information has been disclosed.
• These booking terms have been read and accepted.