At Travel Mate Lanka (Pvt) Ltd., we understand that travel plans can change unexpectedly. Our refund policy is designed to offer flexibility while also protecting the integrity of our services. Please read the following terms to understand our refund process:
1. Cancellation by the Client:
1.1. Cancellations Made 14 Days or More Before Departure: If you cancel your booking 14 days or more before the start of the tour, you will be entitled to a full refund, minus a 25% of non-refundable deposit, which covers administrative fees and reservation costs.
1.2. Cancellations Made Between 07 and 10 Days Before Departure: For cancellations made between 07 and 10 days prior to the tour’s start date, a 50% of the total tour cost will be refunded.
1.3. Cancellations Made Less Than 07 Days Before Departure: If you cancel within 07 days of the tour start date, no refund will be provided as bookings and payments will have been finalized with third-party service providers.
1.4. No Shows: Failure to appear for your tour or activity will result in no refund, and the full tour cost will be forfeited.
2. Cancellation by Travel Mate Lanka:
2.1. Unforeseen Circumstances: If we need to cancel your tour due to unforeseen circumstances such as political unrest, natural disasters, or other events beyond our control, we will offer you an alternative tour or date. If this is not acceptable to you, we will provide a full refund of the tour cost.
2.2. Minimum Group Size: For group tours, if the minimum required number of participants is not met, we may cancel the tour. In this case, you will be notified in advance, and a full refund or an alternative option will be offered.
3. Refund Process:
3.1. Processing Time: Refunds will be processed within 04 business days from the date of cancellation approval. You will receive a notification once the refund has been processed.
3.2. Method of Refund: Refunds will be issued to the original payment method used during booking.
4. Non-Refundable Services:
4.1. Third-Party Services: Certain services provided by third parties such as flights, accommodation, and entrance tickets may be subject to their own cancellation and refund policies. Any non-refundable amounts imposed by these third parties will be deducted from your refund.
4.2. Partial Cancellations: If you choose not to participate in certain aspects of a tour or activity once it has commenced, no refund will be provided for unused services.
5. Changes to Bookings:
5.1. Amendments: If you need to change your booking (dates, tour type, etc.), please contact us as soon as possible. Amendments may be subject to availability, and additional fees may apply. Refund eligibility for amended bookings will depend on the timing and nature of the change.
6. Special Circumstances: In exceptional cases (such as medical emergencies), we will review refund requests on a case-by-case basis and, where possible, will offer a solution that is fair to both parties. Supporting documentation may be required for special circumstance cancellations.