Sri Holiday Tours & Travels (Pvt) Ltd
Effective Date: 09 September 2026
At Sri Holiday Tours & Travels (Pvt) Ltd, we understand that travel plans can change. Our Return & Refund Policy is designed to provide clear and transparent guidance while maintaining the flexibility, understanding and warm hospitality that Sri Lanka is known for.
This policy sets out our general refund and cancellation guidelines for tourism and travel services booked through us. It is also provided for legal, administrative, payment-processing and customer-information purposes.
A booking may require a deposit or full payment depending on the service and booking conditions.
Once payment has been received and the booking has been confirmed, we may make commitments to hotels, drivers, vehicles, guides, train services, safari operators, activity providers and other suppliers.
Therefore, refund eligibility may depend partly on amounts that can be recovered from those suppliers.
Customers may request cancellation at any time by contacting us through our official communication channels.
We will review every cancellation request individually and determine the refundable amount based on:
More than 30 days before the service date
A refund may normally be available, less any non-refundable supplier costs and applicable processing charges.
15-30 days before the service date
A partial refund may be available, depending on supplier conditions and costs already incurred.
Less than 15 days before the service date
The payment may be partially or fully non-refundable where costs have already been committed.
No-show or cancellation after commencement of the service
Generally non-refundable for services already reserved or used.
These are general guidelines rather than rigid rules. Individual circumstances will always be considered.
We believe that good hospitality means understanding people, not simply following a fixed rule.
We are proudly Sri Lankan and we value friendliness, respect, understanding and personal care.
If a customer experiences an unexpected situation, we will listen and consider the circumstances carefully.
Wherever we reasonably can, we will do our maximum to help. This may include:
Our objective is always to find the fairest practical solution for both the traveller and the service providers involved.
Some services are provided by independent third-party suppliers, including hotels, airlines, rail services, safari operators, attractions, activity providers and other partners.
Their individual cancellation and refund conditions may apply.
If a third-party supplier has already received a non-refundable payment, that amount may not be recoverable. Where possible, we will make reasonable efforts to recover the maximum refundable amount for our customer.
Where a customer prefers to change the booking rather than cancel it, we will make every reasonable effort to accommodate the requested change.
Changes are subject to availability and may involve additional supplier charges or differences in price.
Where a booking is affected by circumstances beyond reasonable control - including severe weather, natural disasters, road closures, government restrictions, strikes, transport disruptions or other exceptional circumstances - we will work with the customer and relevant suppliers to seek the best available solution.
Where a refund is not possible, we will try to identify a suitable alternative or rescheduling option wherever reasonably possible.
Once a refund has been approved, it will normally be returned through the original payment method where practical.
The time taken for the refund to appear in the customer's account depends on the relevant bank, card issuer or payment service provider.
Any applicable non-refundable third-party or payment-processing charges may be deducted from the refundable amount.
Every booking and every situation can be different.
Therefore, Sri Holiday Tours & Travels (Pvt) Ltd reserves the right to consider exceptional circumstances and offer reasonable flexibility or goodwill where appropriate.
Any exception provided to a customer will be considered on the individual circumstances and will not automatically establish a precedent for another booking.
Our written policy provides a clear framework, but our service philosophy is simple:
"Be fair. Be flexible. Be helpful. Treat every traveller with Sri Lankan hospitality."
We will always try our maximum within what is reasonably possible to protect our customers' interests and help them find a practical solution.
Your journey matters to us - and so does your peace of mind.
Phone: +94 783175498
Email: sriholidaytour@gmail.com
Email: info@sriholidaytours.com