Return & Refund Policy

What you are purchasing

We sell travel services — curated experiences, multi-day tours, and private transfers — not physical goods. Because these services are date-specific and often involve local hosts, vehicles and third-party suppliers, refunds follow the rules below rather than a standard retail “return unused item” model.

A booking is confirmed only when we issue written confirmation (email or WhatsApp) and, where applicable, payment has been successfully received.

Instant online bookings

Some experiences may be offered for instant checkout via PayHere. Once payment succeeds, your booking request is recorded and we confirm availability with the host.

If we cannot fulfil an instant booking (for example, the host is unavailable on your dates), we will offer a suitable alternative date or experience, or a full refund of the amount paid online.

If you cancel an instant booking yourself, the refund depends on how far ahead of the activity date you cancel — see “Customer cancellations” below. Where a stricter host-specific rule applies, it will be shown on the experience page or in your confirmation.

Quote-based bookings

Tours and many tailor-made trips are confirmed after a custom quote. Payment terms (deposit, balance due date, and any non-refundable components) are stated in your quote and confirmation.

Deposits are typically used to secure hosts, vehicles and accommodation. Unless your confirmation says otherwise, deposits are non-refundable once suppliers have been locked in on your behalf.

Customer cancellations

Unless a product page or your written confirmation sets different terms, the following guidelines apply to cancellations requested by you:

More than 14 days before the service date: we will refund amounts paid, minus any non-refundable supplier costs already incurred and a reasonable administration fee (if stated in your confirmation).

7–14 days before the service date: a partial refund may be available at our discretion, after deducting supplier cancellation fees.

Fewer than 7 days before the service date, or no-show: payments are generally non-refundable.

To cancel, contact us as soon as possible using the details in “How to request a refund” below. The cancellation date is the date we receive your written request.

Cancellations by us or our partners

If we, or a verified host or supplier acting through us, cancel a confirmed service for reasons within our control (for example, host illness without a suitable replacement), you may choose a full refund of amounts paid for the cancelled service, or a free rebooking to an alternative date or comparable experience.

We are not responsible for costs you incur outside our booking (such as international flights or independently booked hotels), except where required by applicable law.

Changes and amendments

Date or guest-count changes are subject to availability and may change the price. We will confirm any difference in writing before proceeding.

Name changes for the lead guest are usually free if requested in good time; last-minute changes may not be possible once supplier manifests are locked.

Force majeure

Events beyond reasonable control — including severe weather, natural disasters, epidemics, strikes, government restrictions, or safety closures — may force postponement or cancellation.

In those cases we will work with you to rebook when safe and practical. Refunds for force majeure follow supplier rules and any applicable consumer protections; we will explain options clearly when the situation arises.

How refunds are paid

Approved refunds for online payments (including PayHere) are always returned to the same payment-initiated media used for the original payment — for example the same card, bank account, or digital wallet channel that completed the charge. We do not issue refunds to a different card, bank account, or cash alternative.

Bank or card-network processing can take several business days after we initiate the refund. We will notify you when the refund has been submitted.

Refunds are issued in the currency you paid, unless your bank converts the amount.

How to request a refund

Email hello@visitsrilanka.co or message us on WhatsApp (+94 777 92 92 68) with your full name, booking or payment reference, service date, and reason for the request.

We aim to acknowledge refund requests within 2 business days and to resolve them as quickly as supplier timelines allow.

Travel insurance

We strongly recommend comprehensive travel insurance that covers cancellation, curtailment, medical emergencies and adventure activities. Insurance is your responsibility and is not included unless expressly stated in your confirmation.

Contact

Questions about this policy? Contact Visit Sri Lanka (Pvt) Ltd at hello@visitsrilanka.co or visit our Contact page.