Terms & Conditions

By accessing and using the services of Thiraj Enterprises (Pvt) Ltd, you agree to comply with and be bound by the terms and conditions outlined herein. 01. Confirmation of Tour & Booking A quotation, itinerary proposal or enquiry does not constitute a confirmed booking. A booking becomes confirmed only when: • The client has accepted the final quotation or itinerary; • The required advance payment or deposit has been received; • Thiraj Ceylon Travels has issued written booking confirmation; and • The requested services have been confirmed or secured, subject to availability. A booking with Thiraj Ceylon Travels is confirmed upon receipt of a advance payment of 10% of the total tour value and the advance amount will be specifically stated in the client's quotation or booking confirmation. The advance payment secures the client's booking and allows Thiraj Ceylon Travels to proceed with arrangements including accommodation, transportation, guides, activities and other services included in the confirmed itinerary. Advance payment is not an additional charge and will be deducted from the total tour price. The remaining balance is payable in USD upon the client's arrival in Sri Lanka and before commencement of the tour. *If the client fails or refuses to pay the outstanding balance after arrival, Thiraj Ceylon Travels reserves the right to suspend or cancel the remaining services. *In such circumstances, the booking may be treated as a client cancellation/no-show, and the applicable cancellation charges will apply & other actions will be taken as per the law. *Any services already provided or non-refundable costs already incurred may be deducted from any amount that may otherwise be refundable. 02.Changes to the Itinerary by the Client Clients may request changes to a confirmed itinerary by contacting us in writing. We will make reasonable efforts to accommodate requested changes, subject to: • Availability; • Hotel cancellation and amendment policies; • Transport availability; • Entrance ticket conditions; • Supplier restrictions; • Seasonal conditions; and • Any additional costs. Additional costs resulting from client-requested changes will be payable by the client before the changes are confirmed. Where a requested change results in a reduction in the value of the original itinerary, any refund will depend on whether the relevant suppliers allow cancellation or amendment. A substantial change requested shortly before arrival may be treated as a cancellation of the original service and a new booking. 03.Changes to the Itinerary by Us Although we make every reasonable effort to operate the itinerary as confirmed, travel conditions can require adjustments. We may change the order, timing or route of activities because of: • Weather; • Road conditions; • Traffic; • Government or local authority restrictions; • Attraction closures; • National events; • Wildlife or environmental conditions; • Hotel availability; • Safety considerations; • Supplier operational issues; or • Circumstances beyond our reasonable control. Where reasonably possible, we will inform the client before making a significant change. If a hotel, activity or other service becomes unavailable, we will endeavor to provide an alternative of a comparable standard. A minor change that does not materially reduce the overall value of the trip will not normally qualify for a refund. Where we make a significant change for reasons within our control and the alternative is materially different, we will discuss reasonable alternatives with the client. 04.Accommodation Accommodation is subject to availability and the conditions imposed by the individual property. We will normally confirm the accommodation category, property or agreed equivalent in the client's booking confirmation. If the selected accommodation becomes unavailable because of overbooking, closure, operational problems or circumstances beyond our reasonable control, we will endeavor to arrange accommodation of a similar or higher standard, where reasonably available. If a client requests a hotel change after confirmation: • The request must be made in writing; • Availability must be checked; • Additional charges may apply; and • Any non-refundable amount charged by the original property may be payable by the client. Hotel policies may contain stricter cancellation conditions than our general policy. Such conditions will apply where the hotel has already imposed a non-refundable charge. 05.Guarantee of Price Prices quoted by Thiraj Ceylon Travels are based on the information, availability and supplier rates applicable at the time of quotation. A quotation will remain valid for the period stated on the quotation. Once a booking has been confirmed and the agreed payment has been received, the confirmed price will normally be honored for the services included in that booking. However, additional charges may arise where the client: • Changes the itinerary; • Changes accommodation; • Changes travel dates; • Adds services; • Requests upgrades; • Increases the number of travelers; • Requests additional transportation; • Requires services not included in the original quotation. Government taxes, entrance fees, fuel-related costs, supplier price changes or other mandatory charges introduced before confirmation may also affect an unconfirmed quotation. Where possible, we will notify the client of material price changes before confirmation. 06.Force Majeure A Force Majeure Event means an event or circumstance beyond the reasonable control of Thiraj Ceylon Travels which could not reasonably have been prevented or avoided. Examples may include: • Natural disasters; • Severe weather; • Epidemics or pandemics; • War or threat of war; • Terrorism; • Civil unrest; • Government restrictions; • Strikes or industrial disputes; • Major transport disruption; • Airline cancellations or widespread disruption; • Sudden changes in law or government regulations; • Closure of tourist attractions; or • Other extraordinary circumstances outside our reasonable control. If a Force Majeure Event materially affects a tour, we will make reasonable efforts to: 1. Modify the itinerary; 2. Reschedule the affected services; 3. Provide a suitable alternative; 5. Refund recoverable amounts after accounting for non-refundable costs already committed to suppliers. Force Majeure Events do not automatically entitle a client to a full cash refund where third-party suppliers have already retained payments or where services have already been provided. We will, however, act reasonably and transparently and will endeavor to recover any amounts that suppliers are willing to refund. 07.Special Requests Clients should advise us of special requirements before the booking is confirmed, including: • Dietary requirements; • Allergies; • Mobility requirements; • Room preferences; • Accessibility requirements; • Honeymoon or celebration arrangements; • Child-related requirements; • Medical considerations relevant to the trip; • Religious or cultural requirements; and • Other reasonable assistance requirements. We will make reasonable efforts to accommodate special requests, but they cannot be guaranteed unless specifically confirmed in writing. Additional charges imposed by hotels, restaurants, transport providers or other suppliers for special arrangements will be payable by the client. 08.Independent Travel & Partially Booked Arrangements Thiraj Ceylon Travels may arrange individual travel components rather than a complete tour package. Examples include: • Transportation only; • Airport transfers only; • Accommodation only; • Accommodation and transportation; • Selected excursions only; • Train tickets or other individual travel services. Where the client books only selected components through us and independently arranges the remaining parts of the trip, our responsibility is limited to the services that we have expressly arranged and confirmed. For example, if a client purchases accommodation from us but independently arranges transportation, we cannot accept responsibility for delays, failures or problems relating to the independently arranged transportation. Similarly, where the client arranges their own accommodation and purchases transportation from us, we are not responsible for the accommodation. 09.Travel Insurance Travel insurance is strongly recommended for every traveler and may be required for certain tours or bookings. We recommend comprehensive insurance covering, where appropriate: • Trip cancellation; • Trip interruption or curtailment; • Medical expenses; • Emergency evacuation; • Repatriation; • Baggage loss or delay; • Personal belongings; • Travel delays; • Other risks relevant to the planned journey. The client is responsible for checking the actual terms, exclusions, limits and conditions of their insurance policy. Travel insurance should ideally be arranged soon after the booking deposit is paid because cancellation-related expenses may become payable from that point. Thiraj Ceylon Travels does not act as the client's insurer and does not guarantee that an insurance provider will approve a claim. 10.Required Medical Information The client is responsible for determining whether their chosen tour is suitable for their individual health and circumstances. Before confirmation, clients should inform us of any medical condition, disability, allergy or other relevant requirement that may reasonably affect: • Participation in activities; • Mobility; • Accommodation requirements; • Transportation; • Access to medical care; • Dietary arrangements; or • The safety of the traveler or other members of the group. We may request additional information where reasonably necessary to determine whether appropriate arrangements can be made. We do not provide medical advice. Clients should obtain professional medical advice before travelling where they have concerns regarding their fitness or ability to participate in planned activities. If a medical condition is not disclosed and subsequently prevents the safe delivery of the tour or requires assistance that we cannot reasonably provide, we may need to modify or terminate the relevant arrangements. The client should ensure that their travel insurance covers any existing medical conditions where applicable. 11.Age & Fitness The client is responsible for ensuring that they are physically and medically fit for the activities included in their chosen itinerary. Certain activities may involve: • Walking; • Climbing steps; • Uneven surfaces; • Hiking; • Swimming; • Boat travel; • Wildlife excursions; • Cycling; • Outdoor activities; or • Exposure to heat and changing weather conditions. Clients should carefully consider the physical requirements of their selected itinerary. Where a minimum or maximum age applies to a particular activity or service, the applicable supplier's conditions will apply. A person making a booking on behalf of other travelers confirms that they have the authority to accept these conditions on behalf of those travelers. Unless otherwise agreed, the person making the booking should be at least 18 years of age. 12.Pre-Overseas Travel Checklist Before travelling to Sri Lanka, clients should ensure that they have: • A valid passport with sufficient validity for their journey. • The appropriate Sri Lankan visa/ETA or other required travel authorization. • Travel insurance covering the duration and nature of the trip. • Confirmed international flight details. • Details of important medical conditions and prescribed medication. • Any required vaccination or health documentation. • Appropriate clothing and footwear for the planned activities. • Sufficient access to payment methods and emergency funds. 13.Customer Support & Compliance We aim to provide responsive support throughout the booking and travel process. Clients should report any problem as soon as reasonably possible while they are still in Sri Lanka, so that we have a reasonable opportunity to investigate and correct the issue. Where an issue concerns a hotel, vehicle, guide, restaurant, activity provider or another supplier, we will make reasonable efforts to assist the client in resolving the matter. Clients are expected to: • Follow Sri Lankan laws and regulations; • Follow reasonable safety instructions; • Respect local communities and cultural sites; • Comply with hotel and supplier rules; • Provide accurate information; • Behave respectfully toward staff, guides, drivers and other travelers; and • Avoid conduct that creates a safety risk or serious disruption. We reserve the right to terminate services without refund where a client's serious misconduct, illegal activity, threatening behavior, violence, harassment, intoxication or refusal to follow reasonable safety instructions makes continuation of the service unsafe or impractical. 14.Breach of Contract & Negligence Both Thiraj Ceylon Travels and the client are expected to perform their respective obligations under the confirmed booking. If we fail to provide a service that we have expressly confirmed and the failure is caused by our negligence or material breach of our contractual obligations, we will make reasonable efforts to correct the problem or provide an appropriate alternative or remedy. However, we are not responsible for failures caused solely by: • Third-party suppliers; • Circumstances beyond our reasonable control; • Information supplied incorrectly by the client; • The client's failure to follow instructions; • The client's personal decisions; • Independent travel arrangements; • Unlawful conduct; or • Events covered under the Force Majeure provisions. 15.Personal Loss, Injury & Illness Clients are responsible for taking reasonable care of their personal belongings, passports, money, valuables, electronic equipment and luggage. Thiraj Ceylon Travels should be informed immediately where personal belongings are lost or an injury or illness occurs during a service arranged by us. We will provide reasonable assistance and guidance where practical, including helping the client contact the relevant hotel, supplier, medical provider, authorities or insurance company. However, we are not responsible for personal loss, injury or illness that is not caused by our negligence or breach of our contractual obligations. We strongly recommend appropriate travel insurance for such circumstances. 16.Shopping & Purchases During Tours Sri Lanka offers a wide range of products including handicrafts, tea, spices, gems, jewelry, clothing, artwork and other locally produced goods. Clients are never required to make purchases as a condition of participating in a tour unless a specific shopping experience has been expressly included in the confirmed itinerary. Where clients choose to shop: • Purchases are made at the client's own discretion; • Clients should check prices, quality and return policies before purchasing; • Thiraj Ceylon Travels does not guarantee the quality, authenticity or value of products sold by independent retailers unless expressly agreed otherwise; • Clients are responsible for retaining receipts and purchase documentation; and • Any disputes concerning a purchase should normally be addressed with the retailer. Where a shopping stop is included as part of an itinerary, it is intended as an optional opportunity to experience local products and should not be interpreted as a requirement to purchase goods. 17.Currency & Exchange Rates Where a booking is priced in a foreign currency, the price and refund calculation will follow the currency stated in the quotation or booking confirmation. Where a payment or refund is converted by a bank or payment provider, the applicable exchange rate and charges imposed by that institution may affect the amount received by the client. Thiraj Ceylon Travels is not responsible for losses caused solely by fluctuations in foreign-exchange rates or charges imposed by the client's bank or payment provider. 18.Complaints & Dispute Resolution We encourage clients to raise any concern with us as soon as possible while the relevant service is being provided. This gives us the best opportunity to investigate the matter and, where possible, resolve it immediately. Complaints should preferably be submitted in writing and should include: • Booking reference; • Date of travel; • Relevant service; • Description of the problem; • Supporting photographs or documents where applicable; and • The remedy being requested. We will review complaints fairly and respond within a reasonable period. If a dispute cannot be resolved amicably, it will be handled in accordance with the applicable laws of Sri Lanka and any competent dispute-resolution or judicial process available under those laws. 19.Compliance with Applicable Law These policies are intended to operate consistently with applicable Sri Lankan laws, regulations and tourism requirements. Where a mandatory legal requirement provides a greater right or protection to a client than a provision in this policy, the mandatory legal requirement will prevail. Thiraj Ceylon Travels will endeavor to work with appropriately authorized and compliant tourism service providers where reasonably practicable.