Payment Terms, Cancellations and Refunds
Version-V3; 01/09/2026
Traveli Ceylon Holidays (Pvt) Ltd.
Company Registration: PV101762
SLTDA Registration: SLTDA/SQA/TA/02154
1. Your agreement and invoice
Where a Service Level Agreement (“SLA”) is signed, it is the primary document governing your booking, services, price and payment schedule. Otherwise, the arrangements agreed in writing by email or WhatsApp apply.
These payment terms must be provided before the booking is agreed, and your acceptance must be recorded in writing. The applicable version forms part of your booking.
If these terms conflict with an SLA, the SLA takes priority, subject to mandatory law. In every case, you must receive an invoice issued by Traveli Ceylon before making any payment.
Invoices must reflect the agreed arrangements. An invoice or payment link does not change your agreement, create a new booking or restart cancellation periods. Changes require both parties’ written agreement.
2. Payment arrangements
Payment amounts, currencies, methods and deadlines are agreed for each booking. Payment may be due before, during or after the services.
Where an advance is required, confirmation depends on receiving that payment against an invoice, unless we confirm otherwise in writing.
We accept bank transfers, cash in Sri Lanka, secure online payment links and other methods agreed in writing. Online payment links collect LKR. Any conversion rate or method and final LKR amount must be agreed before payment.
Customers pay charges imposed by their own bank or card issuer. The allocation of other bank-transfer charges must be agreed beforehand. Traveli Ceylon bears its merchant card-processing charges and does not add a card-payment surcharge.
An authorised person may pay on the customer’s behalf. We may request reasonable payment-verification information, but will never ask you to disclose your PIN or one-time password to us.
3. Payment delays and errors
Please pay by the agreed deadline after receiving your invoice and report any invoice error promptly.
If we issue an invoice late, we will agree a reasonable revised deadline. You will not be penalised solely because of our delay.
For overdue payments, we may suspend or cancel services not yet provided after written notice and a reasonable opportunity to pay. Any additional charge must be lawful, reasonable, directly related to the delay and included in the agreed terms.
4. Cancellation by the customer
The following standard schedule applies unless different conditions were expressly agreed in your SLA or written booking confirmation.
| Written cancellation received | Refund |
|---|---|
| More than 45 days before arrival | Amount paid, less USD 100 per booking and permitted financial deductions |
| 31–45 days before arrival, inclusive | 70% of the amount paid, less USD 100 per booking and permitted financial deductions |
| 30 days or fewer before arrival, on or after arrival, or no-show | No cancellation refund, subject to the exceptions below and applicable law |
Send cancellations by email through the lead traveller or booking agent. We use the date received and Sri Lanka calendar dates. For day tours and excursions, “arrival” means the first service date.
Financial deductions must be actual, documented, lawful and consistent with payment-provider rules. Merchant card-processing charges are not passed on. Costs cannot be recovered twice, and deductions cannot make a refund negative. We will provide a breakdown on request. Currency conversion for deductions follows the method agreed for the payment.
This refund schedule does not itself create a cancellation debt for an unpaid booking. Any such charge must have been separately and expressly agreed before confirmation.
5. Exceptional circumstances
If serious illness, bereavement, travel restrictions, natural disaster or another exceptional event prevents travel, you may request special consideration with supporting documents.
The Finance Manager may approve a discretionary refund of up to 50% of the amount paid where the ordinary cancellation policy would provide less. This cannot reduce any greater refund or remedy already due.
We will communicate a decision within seven working days of receiving the reasonably necessary documents. This internal decision does not prevent other available complaints or remedies.
6. Changes, disruptions and services not supplied
Customer-requested changes depend on availability. Revised services, prices and payment arrangements must be agreed in writing before implementation. Additional payments require an invoice.
If disruption affects your booking, we will notify you promptly, take reasonable steps to reduce its impact and discuss alternatives. A supplier failure does not automatically remove our responsibilities.
If Traveli Ceylon cancels services and you do not accept an alternative, we will refund payments received for those services without customer cancellation penalties or administration fees. Cancellation of the whole booking before services begin results in a full refund.
For partly unprovided services, we will explain the refund using the agreed itemised price or a reasonable allocation of the package price. You are not required to accept a voucher.
Overcharges, duplicate payments and complaints about services not delivered as agreed are considered separately from customer cancellations. The cancellation deductions and discretionary 50% limit do not automatically apply.
7. Refund processing
We will initiate:
- Standard cancellation refunds within seven working days of receiving the written cancellation.
- Approved discretionary refunds within seven working days of approval.
- Refunds for services we cancel within seven working days after cancellation and your decision on any offered alternative.
Working days are Monday to Friday, excluding Sri Lankan public holidays. Banks may take additional time to credit funds.
Refunds go to the original payer through the original payment method where supported and required. Any alternative must be lawful and agreed with the payer and, where necessary, the payment provider.
We do not deduct administration fees for duplicate payments, overcharges or services we cancel, and we bear our processing costs for those corrective refunds.
8. Complaints and legal rights
Please contact us with your booking or invoice reference and details of the issue. We will acknowledge complaints within three working days and aim to provide a substantive response within fourteen working days, or explain any delay.
Reporting problems during the tour helps us resolve them, but failure to report immediately does not itself remove your legal rights.
We remain responsible for the care and skill required in performing our agreed obligations. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability or remedy that cannot lawfully be excluded.
These terms do not remove available complaint, payment-dispute or court rights. Changes do not apply retrospectively unless agreed by both parties or required by law.
Contact: info@travelisrilanka.com | +94 77 744 9844
42, St. Sebastian Road, Mahahunupitiya, Negombo, Sri Lanka.