01273 306 049

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Visit Sri Lanka Tours

Terms and Conditions of Website Use

These Website Terms and Conditions apply to the following parties:

• You – the customer using our website

• Our suppliers – providers of products and services

• Our contract with you – governing your use of our website and bookings

Visit Sri Lanka Tours Private Limited (“VSLT”) is owned and operated by Visit Sri Lanka Tours Private Limited, a company registered in England and Wales with its registered office at 104 Wards Road, Ilford, IG2 7AZ, East London, United Kingdom. Company registration number: 10682262.

By using our website, you agree to comply with all Terms and Conditions of booking. If you do not agree, you are not permitted to access or use our website.​

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1. Use of Our Website
Authorised Use
You may use this website only for:

• Personal, non-commercial purposes
• Obtaining information about our products and services
• Checking suitability and availability of our services
• Legitimate purposes connected with purchasing our products and services

Non-Authorised Use
You must not:

• Access, extract, copy, or use any material for commercial or unlawful purposes
• Copy, distribute, alter, or tamper with any material on this website (except printing individual pages for personal use)
  

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2. Ownership and Intellectual Property

• This website contains registered and unregistered intellectual property, including brands, designs, data, content, copyright material, and trademarks belonging to VSLT.
• Unless otherwise stated, VSLT owns (or is licensed to use) all intellectual property rights in the content and information on this website.
  

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​3. External Links

Our website may contain links to:

• Websites operated by suppliers or partners
• Information provided by government authorities (e.g., Foreign & Commonwealth Office travel safety updates)
  

These links are provided for convenience only. VSLT is not responsible for, nor does it endorse, the content of external websites. Your access and use of such websites are subject to their own terms and conditions.

​4. Website Facilities
​We provide various services, tools, and functionalities on this website to help you:

• Find information about our products and services
• Book our services and those provided by selected partners
• Access relevant travel information quickly and easily
  

​Package Holiday Booking Conditions 
1. Company Details

Visit Sri Lanka Tours Pvt Ltd

Address: 104 Wards Road, Ilford, IG2 7AZ, East London
Phone: 01273 306 049
Email: Email@visitsrilankatours.co.uk

​2. Holiday Booking

• A booking exists once a confirmation invoice is issued.
• You confirm you have authority to accept terms on behalf of your party.
  
• The company acts as agent for suppliers (tour operators, accommodation, transport).
  
• They are the package organiser with responsibilities under these conditions.
  

Payment Terms:

• Deposit required (amount per offer letter).
• Balance due 8 weeks before departure.
  
• Failure to pay → booking cancelled, deposit retained.
  

​3. Cancelling Your Holiday

• Cancellation must be in writing (from lead booker or travel agent).
• Charges apply depending on notice period:
  
  

• If covered by insurance, you may reclaim charges.
  

4. Changing Your Booking

• Requests must be in writing.
• Admin fee: £100 + any extra costs.
  
• Costs rise closer to departure.
  
• Some arrangements may be non-changeable (up to 100% cancellation).
  
• Bookings can be transferred to another person (conditions apply, notice required ≥14 days before departure). Both parties liable for costs.
  

5. If the Company Cancels

They may cancel if:
Less than minimum numbers booked.

• Unavoidable/extraordinary circumstances.
  
• You fail to pay balance.
  

Will not cancel less than 2 weeks before departure unless unavoidable.

Your Options:

• Full refund of all monies paid.
  
• Accept an alternative holiday (refund difference if cheaper).
  

Refunds include:

• Travel insurance premiums (if purchased through them and non-transferable).
• Compensation (unless cancellation due to unavoidable circumstances).
  

 Compensation if you are notified of cancellation

• More than 61 days before departure → 100% of your holiday cost refunded
• More than 46 days before departure → 100% of your holiday cost refunded
  
• More than 31 days before departure → 100% of your holiday cost refunded
  
• Less than 31 days before departure → 100% of your holiday cost refunded
  

 In short: if the company cancels, you get your full holiday cost back regardless of timing. You may also claim more if entitled.

​Changes to the price

Price can change after booking only due to:

• Fuel or power cost changes
• Taxes/fees imposed by third parties (e.g., tourist taxes)
  

No changes allowed within 15 days of departure.

• Company absorbs increases up to 2% of your holiday price.
• You pay increases above 2%.
  
• If increase is more than 8%, you can:
  

• Accept a different holiday (refund if cheaper), or
• Cancel and get a full refund (minus amendment charges).
  

If prices go down, you get a refund (minus admin costs).

Changes other than price

• Company can make insignificant changes (e.g., accommodation of same/higher standard, vehicle changes).
• If significant changes occur (beyond their control):
  

• You can accept the change,
• Or cancel for a full refund,
  
• Or accept an alternative holiday (refund if cheaper).
  

Compensation may be offered unless the change is due to extraordinary circumstances (e.g., unavoidable events).

Compensation Policy
The compensation we offer does not exclude you from pursuing additional claims if you are legally entitled to do so.

Key Clauses
What Happens if Things Go Wrong 

• Customers must report failures promptly.

1. Compensation/price reduction possible if services not performed properly.
   
2. Liability excluded if caused by customer, unrelated third party, or unavoidable extraordinary circumstances.
   
3. Liability capped at 3× package cost (except death/injury/illness).
   
4. Limited by international conventions (Montreal, Athens, Berne, Paris).
   
5. Airline compensation deducted from any refund due.
   
6. Accommodation costs covered up to 3 nights in extraordinary circumstances, including but not limited, natural disasters, political unrest, or severe weather events with exceptions for vulnerable travellers.
   

​​Financial Protection 

Bond held by ABTA ensures protection in case of insolvency.

1. ABTA may arrange continuation or alternative services.
   
2. Refund claims possible under ABTA’s Scheme of Protection or via card issuer.
   

ABTA Membership 

1. Membership numbers provided.
   
2. Bound by ABTA Code of Conduct.
   
3. Dispute resolution available via ABTA.
   

Complaints 

Complaints Procedure

We want your holiday to run smoothly. If you experience a problem:

• Report it immediately to our resort representative or directly to Visit Sri Lanka Tours Pvt Ltd at:

1. Address: 104 Wards Road, Ilford, IG2 7AZ, East London
   
2. Telephone: +44 1273 306 049
   
3. Email: Email@visitsrilankatours.co.uk
   

We will make every effort to resolve the issue promptly.

• If the matter is not resolved locally, please contact us within 28 days of returning home. Write to our Customer Services Department at:

1. Address: Visit Sri Lanka Tours Pvt Ltd, 249 Cowley Driver, Brighton, BN2 6TG
   

Include your booking reference and full details of your complaint.

• Failure to report the issue during your holiday may limit our ability to investigate properly and could affect your rights.
• If we are unable to resolve your complaint, you may refer the matter to ABTA’s independent dispute resolution scheme. Further details are available at www.abta.com.
  

13. Passport/Visa 

1. Responsibility lies with customer.
   
2. No liability if travel prevented due to non-compliance.
   

 14. Excursions

• Any excursions or tours you book while on holiday are not part of your package with us.
• Your contract will be directly with the excursion operator.
  
• We are not responsible for the excursion itself or anything that happens during it.
  

15. Law & Jurisdiction

• Your booking is governed by English law and the English courts.
• If you live in Scotland or Northern Ireland, you may choose their law and courts instead.
  

Contract

• We act as an agent: we arrange your booking with the named supplier(s) (e.g. tour operator, hotel).
• You may have separate contracts with different suppliers.
  
• We are not responsible for their acts, omissions, or services.
  
• Their Terms & Conditions apply, and you should read them carefully.
  
• All travel arrangements we sell are an invitation to make an offer to suppliers, which they may accept or reject.
  

Booking Details

• We will read back all booking details to you before confirming.
• Please check names, dates, and timings carefully — they must match your passport.
  
• Errors must be reported immediately; changes may incur charges.
  
• Your booking information will be shared with suppliers and authorities as required (including sensitive data such as disabilities or dietary needs).
  
• If travelling outside the EEA, data protection laws may be weaker.
  
• Without consent to share your information, we cannot provide your booking.
  

Payment

• A deposit or full payment is required at booking.
• If you pay a deposit, the balance must be paid by the due date.
  
• If full payment is not received, the supplier may cancel your booking and charge cancellation fees.
  

Cancellation & Amendment

• All requests to cancel or amend must be made in writing and only take effect once received.
• The supplier may charge cancellation or amendment fees under their Terms & Conditions (sometimes up to 100% of the cost).
  
• In addition, you must pay our own cancellation or amendment charges as outlined below.
  

Insurance
1.Many suppliers require you to have travel insurance as a condition of booking.
We strongly recommend insurance to cover:

• Cancellation costs
• Medical assistance and repatriation
  
• Loss of baggage or money
  
• Other unexpected expenses
  

Financial Protection

• All package holidays we sell (including those we may organise for you) come with financial protection.
• If you buy a single travel service, this protection may not apply.
  
• Your confirmation will explain what is protected, how it works, and who to contact if something goes wrong.
  

Linked Travel Arrangements

• If you book one travel service and later add another through us, you will not automatically gain package holiday rights under the 2018 Regulations.
• In that case, we are not responsible for the proper performance of each service — you must contact the relevant provider directly if issues arise.
  
• However, if you book additional services during the same visit/contact with us, they may form a linked travel arrangement.
  

1. In this case, we have insolvency protection in place to refund payments made to us if we become insolvent.
   
2. This does not cover insolvency of the actual service provider.
   

Insolvency Protection

• We have taken out insolvency protection with ABTA – The Travel Association.
• If services are denied due to our insolvency, you can contact ABTA:
  

1. Address: 30 Park Street, London, SE1 9EQ
   
2. Email: claims@abta.co.uk
   

Please note: This protection only applies to contracts with us. It does not cover services that can still be performed despite our insolvency.

For full details, see the For full details, see the Package Travel and Linked Travel Arrangements Regulations 2018.

Delivery of Documents

• Important documents (invoices, tickets, booking confirmation, booking policies) will be sent by Post /Email or approve method in UK
• Once posted/ dispatched/ Emailed, we are not responsible for loss unless due to our negligence.
  
• If documents need to be reissued, you must cover the costs.
  
• You can request alternative delivery methods, subject to extra charges.
  

Passports, Visas & Health

• We can provide general guidance on passport, visa, and health requirements.
• You are responsible for checking and complying with all passport, visa, and immigration rules with the relevant Embassy/Consulate.
  
• Neither we nor suppliers are liable if you cannot travel due to non‑compliance.
  
• Requirements may change between booking and departure.
  
• Most countries require passports valid for at least 6 months after your return date.
  
• Airlines within the British Isles require specific photographic ID — ask us for details.
  
• For health requirements, consult your doctor for advice tailored to your circumstances.
  

Final Travel Arrangements

• Ensure all travel, passport, visa, and insurance documents are in order.
• Arrive at the airport in plenty of time for check‑in.
  
• Some airlines require you to reconfirm your flight before departure.
  
• Failure to reconfirm may result in denied boarding and no refund.
  

Complaints

• Your contract is with the supplier(s), so any issues must be reported to them directly.
• If problems arise while on holiday, report them immediately to the supplier, their local agent, or representative.
  
• Failure to report promptly may reduce or cancel any compensation entitlement.
  
• After returning home, complaints should be sent in writing to the supplier (details are in your confirmation documents).
  
• We can assist you if needed — contact our Customer Services team.
  
• If unresolved and involving us or another ABTA member, you may use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute (see www.abta.com).
  

Service Charges

• In certain circumstances, we may apply a service charge for the services we provide.

Our Supply of Products & Services

• When you book through our website, your agreement is usually with us.
• If we act only as an agent for another travel provider, we will make this clear at the time of booking.
  
• All bookings are subject to full Terms & Conditions.
  

1. If you book hotels, trains, coaches, or taxis in Sri Lanka, the operators’ own terms will also apply.
   

• By proceeding with a booking, you confirm that you have read and accepted these Conditions of Contract.
  
• Conditions may vary depending on the supplier, and by browsing or booking on our website you agree to the version current at that time.
  
• We may provide accommodation and transport from a wide range of third‑party suppliers (railways, coaches, taxis, etc.).
  

1. These services are subject to the supplier’s own terms and conditions.
   

• Information about most suppliers is available on our website, but not all terms can be listed.
  

1. You should check the supplier’s own website for their terms before booking or travelling.
   
2. If you cannot find them, please contact us for assistance.
   

Your Information

• The details you provide when using our website are used to process your booking in line with our Privacy Policy.
• We do not share your information with third parties, except:
  

1. When required by relevant authorities for investigation purposes.
   
2. To protect your identity (e.g. with credit card companies or PayPal).
   

General
These Terms & Conditions do not affect your statutory rights.

Updates & Changes

• We may update or change products, information, tools, or features on our website at any time without notice.
• We may suspend or terminate your access if you breach our Terms & Conditions.
  
• Terms & Conditions may be updated at any time and take effect immediately upon publication.
  
• By continuing to browse or book, you agree to be bound by the latest version.
  
• Please review them regularly to stay informed.
  

Disclaimer

• To the fullest extent permitted by law, we disclaim all warranties (express or implied) relating to the information on this website.
• We are not liable for any losses or damages arising from use of the website, or from interruptions or delays in access.
  

Governing Law

• This website is designed for use in the United Kingdom.
• By accessing it, you agree that disputes will be handled by the Courts of England under English law.
  

Booking Terms & Conditions

• We can arrange your Sri Lankan holiday, including accommodation, transfers, meals, taxis, coaches, and train tickets.
• We do not book international or domestic air travel.
  
• Depending on the product(s) you choose, different Terms & Conditions will apply.
  
• Please refer to the relevant product’s Terms before booking.
  

Our Agreement With You

We trade from:

1. 249 Cowley Drive, Woodingdean, Brighton, BN2 6TG, East Sussex, UK
2. Registered Office: 104 Wards Road, Ilford, Greater London, IG2 7AZ
   

• Our agreement sets out what you can legally expect from our package holidays.
• Please read our Package Holiday Booking Terms & Conditions carefully before booking.
  

Booking Conditions

1. Lead Person Responsibility

• All bookings must be made by a Lead Person (minimum age 18).
• The Lead Person is the sole contact for all correspondence, amendments, cancellations, and other booking matters.
  
• We may request personal details to verify identity before disclosing booking information.
  
• The Lead Person is responsible for ensuring the accuracy of all personal and travel details provided for themselves and any group members. Errors may disrupt travel plans and could result in refusal of travel without refund.
  

2. Travel Documentation

• All travellers must carry valid documents to board trains, buses, or collect travel tickets.
• Children under 18 must be accompanied by an adult at all times.
  

3. Special Assistance
If you require special assistance (e.g., reduced mobility), you must notify us at the time of booking.

4. Airport Transfers

• If you book airport transfers, you must inform us if your flight is delayed or cancelled.
• Failure to notify us will be treated as a no-show and a 100% cancellation fee will apply.
  

5. Insurance & Safety

• It is a condition of booking that all travellers, including infants and children, have adequate holiday insurance.
• Children must be supervised at all times.
  
• When using third-party services (accommodation, trains, coaches, taxis), you must comply with their health and safety policies.
  
• Any loss, damage, or injury occurring while using third-party services must be addressed directly with the provider. We accept no liability.
  
• You must comply with all restrictions and safety requirements during activities such as walking, hiking, climbing, swimming, or other excursions.
  

6. Booking Confirmation

• Once booked, we will confirm your arrangements and reserve your chosen accommodation, holiday, or transport.
• Some ground arrangements may not be confirmed immediately. In such cases, we will issue a Confirmation Invoice. A contract for those arrangements is only formed once we provide written confirmation.
  
• If details change before the Confirmation Invoice is issued, we will notify you promptly and, where possible, provide a like-for-like replacement.
  

7. Errors & Pricing

• Please check your Confirmation Invoice carefully and notify us immediately of any errors.
• We reserve the right to correct obvious errors as soon as they are identified.
  
• Prices advertised are accurate at the time of publication but may change without notice. Once confirmed, your booking price will not change.
  

8. Cancellations by You

• If you cancel after making advance payment, cancellation fees apply:

1. Accommodation: 50–100%
2. Train travel: Up to 100%
   
3. Coaches/taxis: 15–100%
   

• Fees include administration charges and any travel agent commissions.
  
• No refunds will be given if incorrect personal details prevent travel.
  

9. Price Changes

• If costs decrease before departure, no refund will be given.
• If costs increase, you will not be asked to pay more — we will absorb the difference.
  

10. Payments & Chargebacks

• If you request a chargeback from your bank or payment provider for payments properly due, we will recover associated costs.
• We reserve the right to cancel your booking and/or take legal action for outstanding payments.
  

11. Cancellations by Us

• If we must cancel due to third-party unavailability, we will offer a suitable alternative or a full refund.
• If you fail to pay in full on time, we may cancel your booking and apply administration fees.
  
• We may cancel group holidays or coach services if minimum numbers are not met. In such cases, we will offer alternatives or a full refund.
  
• We will not compensate for losses relating to connecting services (e.g., onward travel).
  

Third-Party Services & Changes to Your Booking
1. Public Transport Bookings

• If you book public transport (e.g., trains or buses in Sri Lanka) through our website, please note:

• We act solely as an agent to reserve your tickets.
• We do not operate or control these services.
  
• Once tickets or booking details have been issued to you, our responsibility is considered fulfilled.
  

1. In the event of disruption or cancellation, you must follow the operator’s instructions on the ground for replacement services or refunds. Claims must be made directly with the operator at the station or service desk.
   

2. Unforeseen Circumstances

• Circumstances beyond our control may include, but are not limited to:
  

1. Cancellations or delays
2. Natural disasters
   
3. Public unrest or industrial strikes
   
4. Terrorism or security incidents
   

• In such cases, you must comply with the operator’s terms and conditions.
• Any claims for refunds or compensation must be made directly with the operator.
  
• We (VSLT) are not liable for compensation, refunds, or alternative arrangements.
  
• If you do not agree to these terms, you should not book public transport services through our website.
  

3. Changes to Your Holiday or Transport Service

• We plan holidays in advance and do not intend to make changes unless necessary.
• Changes may occur due to:

1. Availability issues
2. Supplier adjustments
   
3. Changes in law or regulation
   

• We reserve the right to make such changes at any time.
• If important changes occur:
  

1. We will inform you at the time of booking, or
   
2. If already booked, we will notify you in writing as soon as possible before your holiday begins.
   

Train and coach timings provided by us are for guidance only and may change occasionally.
Trains and Coaches – Terms & Conditions

Seats and Refunds

• If we are unable to provide a seat that you have paid for, we will refund the full amount paid.
• Your invoice will show the latest planned departure timings.
  
• Your actual train, bus, or coach timings will be shown on your ticket (including any M‑ticket). Please check these carefully as soon as you receive or collect your ticket and contact us immediately if you require clarification.
  
• If you contact us after the travel date or time, we will not be able to assist you and you will not be entitled to a refund.
  

Supply of Train Tickets

• These Terms and Conditions (which incorporate our Privacy Policy and Usage Policy) set out the terms of our contract with you in relation to the supply of any ticket purchased using the Booking Service.
• If you do not agree with these terms, you must not use the Booking Service.
  

Responsibility for Train Journeys

• The train operating companies with whom you book tickets through this Booking Service are responsible for the provision of the train journey.
• All bookings made through the Booking Service are subject to the Sri Lanka Railway Conditions of Carriage and any specific restrictions imposed by the relevant train operator.
  
• Visit Sri Lanka Tour is not responsible for delays, cancellations, or other disruptions to train services. We do not set the terms and conditions of ticket types, including refund eligibility.
  

Third‑Party Services

• You may purchase third‑party products and services (e.g., hotel bookings, coach tickets) via the Booking Service.
• When you make such a booking, the contract is between you and the relevant supplier. We are not a party to these contractual relationships.
  
• Each third‑party product or service has its own price, independent of any other bookings made at the same time.
  
• You should read the terms and conditions applicable to such third‑party services carefully.
  

Multiple Train/Coach Journeys

• All bookings are treated as individual journeys, even if you book multiple legs in one order.
• Available journeys will be processed, and only unavailable legs will be refunded.
  
• Our booking service does not reflect true availability from service providers, and we do not accept bookings for connecting journeys.
  
• If you request multiple train tickets, there is no guarantee that all journeys will be available. Any available journeys will be secured and cannot be changed or cancelled due to the unavailability of other journeys.
  
• If you do not agree with this, please do not use our booking system and seek alternatives.
  

Fares

• By default, the Booking Service provides details of trains and fares representing the fastest published journey times on the selected date and time.
• Cheaper fares may be available on other operators’ routes, at off‑peak times, or for unreserved seats.
  
• We quote prices for, and sell, the vast majority of point‑to‑point train tickets.
  
• We reserve the right not to sell tickets or reserve seats for persons where we have reason to believe the booking or payment method may be fraudulent.
  
• You are financially responsible for all bookings made through the Booking Service using your account details, and for any reasonable and foreseeable losses we suffer as a result of your breach of these terms or negligence (including where you deliberately or negligently allow others to use your account).
  

Sri Lankan Railway – Conditions of Carriage & Ticketing

Conditions of Carriage

• The Sri Lankan Railway Conditions of Carriage (available at railway.gov.lk, Rajadhani Express, and ExpoRail) set out the minimum level of service you are entitled to expect for your train journey.
• Where train operating companies extend or restrict these rights, details will be provided in your journey summary prior to purchase.
  
• Customers are entitled to the same levels of compensation or refund regardless of where they purchase their ticket.
  

Issue of Tickets

• Some tickets have limited availability. We check availability before quoting fares, but cannot guarantee availability until you confirm your journey details immediately prior to payment.
• We take reasonable measures to ensure times and fares quoted are correct. However, as our data is provided by third‑party railway information providers, errors may occur.
  
• If we become aware of an error after you have purchased tickets, we will contact you as soon as possible and take steps to rectify it.
  
• Once your booking is confirmed by email, tickets will be fulfilled using the method you selected (e.g., text, email, hotel delivery).
  
• Please check your tickets upon receipt. If they do not match the information you provided at booking, contact us immediately.
  

Passport / ID Requirements

• You must present the same passport or ID used at the time of booking to collect your tickets.
• Passport details cannot be amended once the booking is completed.
  
• You must hold valid tickets before boarding. If you cannot produce a valid ticket for the class of service you are using, you will be required to pay the appropriate fare on board, and a penalty fare may also apply.
  
• Train operators and ticket inspectors reserve the right to refuse tickets that are unsatisfactorily displayed, suspected of fraudulent use, transferred to another person, or appear to be copies or counterfeits.
  

Receiving Your Tickets

• We offer several fulfilment methods: collection reference at the counter, M‑tickets, or delivery to your hotel.
• Options vary depending on ticket type, train operator, and method of purchase.
  
• Tickets must be obtained and validated prior to boarding.
  

Collecting Tickets at the Station

• Tickets can be collected at a range of stations. Please allow sufficient time before departure.
• You must present your ticket collection reference and the same passport/ID used for purchase.
  
• Follow any special collection instructions provided during booking (e.g., station opening hours).
  
• If ticket machines are unavailable, contact station staff for assistance.
  
• All tickets (M‑tickets or paper tickets) display the passenger’s ID/passport number. The lead passenger must accompany the group throughout the journey.
  
• E‑tickets are non‑transferable. Ensure that no one else can obtain or print a copy of your ticket.
  
• For group bookings, all passengers must travel together, and the lead passenger must carry identification in their name.
  

Night Trains – Terms & Conditions
Classes Available

• We only book 1st, 2nd, and 3rd class sleeperette carriages.
• Some carriages include reclinable seats.
  
• We do not accept bookings for berths due to reported hygiene concerns.​
  

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Orders Placed Within 30 Days of Travel

• Sri Lankan Railway does not accept cancellations, refunds, or changes (date, time, or class).
• Once you submit your booking, no refund or cancellation is allowed.
  
• If you have not received our confirmation email within 48 hours of placing your order, please check your spam folder or contact us at least 24 hours prior to your journey.
  
• Contacting us after the travel date or journey will be treated as a no‑show and does not qualify for refund or cancellation.
  
• If you have concerns about your tickets, you must contact us before your train journey.
  

Orders Placed More Than 32 Days in Advance

• If you place your order more than 32 days prior to travel and later receive booking confirmation, tickets become non‑refundable and non‑changeable once confirmed.
  
• Visit Sri Lanka Tours acts only as a third‑party booking company and does not manage or operate the railway. Refunds or cancellations are not possible once tickets are issued.
  
• If you have not received our confirmation email within 30 days of your travel date, please check your spam folder or contact us at least 2 days prior to travel.
  
• Contacting us after the travel date will be treated as a no‑show and does not qualify for refund or cancellation.
  

Advance Bookings (Before Confirmation)

• If you submit a booking request in advance, we will secure your reservation once sales open.
• If you change your mind before the booking is completed, you may amend your request (destination, train, class) without any fee.
  
• If you cancel your booking request entirely before confirmation, a 20% administration charge will apply to cover administrative costs.
  

Compensation for Delayed or Cancelled Journeys

• If your booked service is cancelled or severely disrupted due to events beyond our control, you may be entitled to partial compensation or a refund under Sri Lankan Railway Terms & Conditions.
• Refunds must be claimed directly at the station or by contacting Sri Lanka Railway.
  
• If you cannot access the station or ticket counter, you must collect your tickets from the nearest Mobitel centre and apply for a refund at the station once services resume.
  
• Visit Sri Lanka Tours does not accept liability for delays, cancellations, or disruptions (including industrial disputes or natural disasters).
  

Important Note – Events Beyond Our Control

1. Events beyond our control include, but are not limited to:
2. Riots, civil disturbances, terrorist activity and consequences
3. Industrial disputes
   
4. Natural disasters, fire, or health risks
   
5. Unavoidable technical problems with public transport (trains/buses)
   
6. Closed or congested railway stations
   
7. Severe weather conditions
   
8. Any other similar events
   

In such circumstances, no refund or cancellation is possible from Visit Sri Lanka Tours, as these policies are set by the train operators.

Fares, Insurance, and Liability – Terms & Conditions
Fares

Fares depend on the type of train/class set by Sri Lankan Railway and applicable booking fees.
1st Class: £10–£15
2nd Class: £10–£14
3rd Class: £10–£13

All fares are quoted in GBP and must be paid in GBP.

Fares include:

• Train ticket(s)
• Booking fee (Visit Sri Lanka Tours and Mobitel Company in Sri Lanka)
  
• 20% service charge
  

Why Two Sub‑Agencies?

• Sri Lankan Railway does not offer online booking facilities.
• Mobitel Company holds a subcontract with Sri Lankan Railway to operate and sell online tickets, adding a 17% service charge.
  
• Customers must use Mobitel network mobiles with credit to cover call charges and ticket value.
  
• Visit Sri Lanka Tours uses Mobitel SL from overseas to make bookings on behalf of customers.
  

Costs Paid Before Profit

Visit Sri Lanka Tours pays the following before making any profit:

• Train ticket fare set by Sri Lankan Railway
• 17% service charge to Mobitel SL
  
• Mobile call charges to Mobitel SL (cost depends on call duration)
  
• Currency exchange costs
  

 Therefore, no refund or cancellation is possible once booking is completed.

In the event of service disruptions, you may be eligible (decision of Sri Lankan Railway) to claim a refund of the ticket value only.
Refunds must be claimed at the train station. Refunds cannot be requested online or after travel.

Important Note on Fares

• Fares include ticket price, service charges, booking fees, and processing costs.
• This means fares are higher than the base ticket price set by Sri Lankan Railway.
  
• Base price tickets can be purchased directly at the station.
  
• All bookings made through Visit Sri Lanka Tours include reserved seats (including 3rd class).
  

Insurance

Customers must obtain appropriate travel insurance prior to travel.
Visit Sri Lanka Tours UK Limited does not provide insurance for any loss before, during, or after your train journey.

Liability Disclaimer

• We will use reasonable care and skill to provide ticket retailing services within a reasonable time, in accordance with these terms.
• No other promises apply regarding the information, products, or services contained in the Booking Service.
  
• We are not responsible for any loss or damage suffered in relation to transport services under tickets purchased through the Booking Service (including delays, cancellations, or disruptions).
  
• The Sri Lankan Railway Conditions of Carriage and any further terms imposed by the relevant train operator apply to all transport services. Customers should read these terms carefully.
  

Other Terms

• Visit Sri Lanka Tours (VSLT) or Sri Lankan Railway may update these terms from time to time.
• Updated versions will be published on the website and take effect from the time of publication.
  
• Changes will not affect terms already accepted by you when making a reservation or purchase through the Booking Service.
  

General Terms, Complaints, and Legal Framework
Acceptance of Terms

• You will be asked to confirm your acceptance of the most up‑to‑date version of these Terms and Conditions whenever you make a booking.
• If you do not agree to any changes, you must stop using the Booking Service.
  
• These Terms and Conditions set out the entire agreement between you and Visit Sri Lanka Tours. Any prior communications are not included in this agreement.
  
• We recommend you read these terms carefully to protect your interests. If you believe they do not set out the whole agreement, please request any additional terms in writing prior to making a transaction.
  

Liability

• We cannot accept liability for reliance placed on any statement or representation on this Booking Service, whether made by us or a third party, except where such statement is made negligently by us.
• If any term is found invalid by a court, the remainder of the terms will continue to apply to the extent they remain enforceable.
  
• Prices quoted on this Booking Service are in pounds sterling (GBP).
  
• If you pay using a foreign credit or debit card, you are responsible for the exchange rate. Refunds or changes may be affected by such exchange rate.
  
• No joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of the Booking Service.
  
• Neither you nor we intend any third party to enforce these terms under the Contracts (Rights of Third Parties) Act.
  

Complaints
Standards of Service

• We take reasonable care to ensure that all products and services meet our published standards.
• If a product or service purchased through our Booking Service falls below the agreed standard due to a mistake made by Visit Sri Lanka Tours staff, we will refund your fare in full.
  
• You must report the issue to our customer service team:
  

Ideally on the same day of the event, to minimise disruption to your holiday.
No later than 72 hours after the event. Complaints made after this period may be difficult to investigate with third‑party providers.

Events Beyond Our Control

If disruption occurs due to events beyond our control, we cannot provide compensation or refunds.

Complaints Against Public Transport Providers

If your complaint relates to public transport in Sri Lanka (e.g., trains, buses) for which we assisted with reservations, you must resolve this directly with the relevant authorities or operators.

Service Standards in Sri Lanka

• Please note that service, facilities, health, and safety standards in Sri Lanka are generally lower than those in the UK. You should consider this before purchasing public services via our website.

Escalation

• If you still have a complaint, we will do our best to resolve it.
• Visit Sri Lanka Tours is a UK‑registered travel agent and is bound by the laws of England and Wales.
  

 Our Responsibility – Your Holiday

We will arrange for you to receive the travel services that make up the holiday you have chosen and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us.

While we take every reasonable step to ensure your safety, please note that if you use public transport (trains, buses, or coaches), we cannot accept responsibility for any injury, loss, or damage that may occur while using such services.

Taxi & Airport Transfers
If you suffer an injury due to unavoidable circumstances during a transfer, you must follow staff instructions and report the incident immediately to the local authorities or police. This ensures that an official record is available to support any claim you may make through your travel insurance. Failure to report such incidents at the time may prevent us from assisting you with any insurance claim.

Holiday Inclusions
Our holidays include accommodation, breakfast, and private or public transport. Any additional activities you choose to participate in are not part of your holiday package. If you suffer injury, illness, or death while taking part in an activity not directly provided by us, we cannot accept liability for any resulting expenses, as these are beyond our control.

You must obtain appropriate travel insurance from the UK to cover such expenses and any related legal costs.

Excursions during Package Holidays
During your holiday, we may introduce you to reputable third‑party suppliers of excursions or local services. If you choose to book these, your contract will be directly with the supplier. We act only as a non‑paid agent and accept no liability for the quality, performance, or health and safety standards of such services.

Our Terms & Conditions do not apply to excursions you undertake. You should agree directly with the service provider regarding their conditions and payment terms.

Excursions Only
Excursions offered on our website include transport and accommodation from/to your hotel. We may introduce you to reputable third‑party suppliers of excursions or local services, but if you choose to book these, your contract will be directly with the supplier. We act only as a non‑paid agent and accept no liability for the proper performance or safety of such services.

Cancellation of Tour Packages
Please note that some hotel accommodations are non‑refundable. If we have confirmed your booking, we may have paid a non‑refundable deposit to the accommodation provider. Cancellation fees will therefore depend on the specific products and services booked. Please check with us at the time of booking for full details.

For package holiday cancellations, please refer to the table below.
Cancellation Policy - Package Holidays

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Taxi / Airport Transfers / Multi‑Day Transport Services

Cancellation Requests
If you wish to cancel any product or service you have booked, you must contact us as soon as possible by email. Please clearly state which product(s) or service(s) you wish to cancel.

• We aim to process cancellations within 7 days of receiving your request (subject to Terms & Conditions).
• Refunds, where applicable, will be returned to the same card used for payment. Refunds cannot be sent to any other bank account or person.
  
• Cancellation charges will apply as outlined in the relevant tables above, to cover administration costs and the risk that we may not be able to resell your product or service.
  

Booking Confirmation Timelines
Train Tickets

• Availability depends on train operators, time of year, and other factors.
• Most tickets are released 30 days prior to travel, though in some cases this may be as late as 1 week before departure.
  
• We will process your booking as soon as the system opens and confirm immediately.
  
• If you have not received confirmation, please contact us at email@visitsrilankatours.co.uk or 01273 306 049.
  

Coach Tickets
Processing times vary depending on the route.
Tickets may be available from 1 month to 1 week prior to travel.
If you have not received confirmation, please contact us at the details above.

Taxi Bookings

• Confirmations are issued within 24–48 hours of receiving your booking.
• If you have not received confirmation within this timeframe, please contact us at the details above.
  

Complaints
If you experience any issue during your holiday, you must inform us without delay, taking into account the circumstances of the case.

• During your stay: Notify the supplier of the service in question (e.g., hotel manager, driver, guide).
• If the supplier cannot resolve the problem, contact us immediately by phone or email and we will endeavour to assist.
  
• If you remain dissatisfied, you must write to our Customer Relations Manager within 14 days of your return.
  

Conduct
We reserve the right to refuse to accept you as a customer or to continue dealing with you if:

• Your behaviour is disruptive, threatening, abusive, or causes unnecessary inconvenience.
• You damage property or put other travellers, staff, or agents at risk.
  
• Such behaviour occurs in person, on the telephone, or in writing.
  

If your behaviour during any stage of your holiday (including transfers or accommodation) results in damage or disruption, we reserve the right to make a claim against you for any damages, costs, and expenses (including legal expenses) incurred. This may include:

1. Repairing or replacing property lost, damaged, or destroyed by you.
2. Compensating any passenger, staff, or agent affected by your actions.
   

Your Accommodation

• Accommodation arranged by us may only be used by the individuals named on your booking.
• You are not permitted to share the accommodation or allow anyone else to stay there.
  
• You are responsible for the cost of any damage caused to the accommodation or its contents during your stay.
  
• Such charges must be paid by you and may need to be settled locally with the accommodation provider.
  

Your Transport

• Transport services arranged by us may only be used by the individuals named on your booking.
• You are not permitted to share the vehicle or allow anyone else to use it.
  
• You are responsible for any damage caused to the vehicle or its contents during your use.
  
• Such charges must be paid by you and may need to be settled locally with the transport provider.