Refund & Cancellation Policy

Overview

This policy applies to all private driver hire, private tours, tailor-made tours and holiday packages booked with Coastline Lanka Travels (Pvt) Ltd ("Coastline Lanka Travels", "we", "us"), whether you pay online through our payment link or by another method we agree.

How payments work

• Advance payment: an advance payment is required to confirm every booking. The amount is shown in your written quote and booking confirmation.
• Balance: the remaining balance is paid during your tour, in cash or by card, as stated in your booking confirmation.
• Online payments: online card payments are processed securely by our payment provider. We never see or store your full card details.
• Currency: prices are quoted in US dollars (USD) unless your quote says otherwise. Your bank may charge currency conversion fees.

If you cancel

Please tell us in writing (WhatsApp or message) as soon as you know you need to cancel. The cancellation date is the day we receive your message.

If your booking includes hotels, safaris, train tickets or other services booked with third parties, their own cancellation rules also apply. Where a hotel or supplier does not refund us, we cannot refund that part of your advance. We will always tell you these conditions in your quote before you pay.

Changing your dates or itinerary

• You can change your travel dates free of charge once, if you tell us at least 14 days before your tour starts, subject to driver, vehicle and hotel availability. Your advance is carried over to the new dates.
• If a change increases the price (for example more days, a larger vehicle or upgraded hotels), we will send a new quote before confirming.
• Changes requested during your tour are welcome where possible. Any extra days, distance or services are added to your balance at the agreed rates.

If we cancel or cannot provide your service

In the rare case that we have to cancel your booking, or cannot provide the service you booked, we will offer you a suitable alternative of the same standard. If you do not accept the alternative, we will refund the full amount you have paid us for the cancelled service.

Unused services during a tour

If you choose to end your tour early, skip a day, or do not use part of a service that was provided and available to you, that part is not refundable. If we fail to provide part of the agreed service, we will refund or credit that part.

Events outside our control

Sometimes travel is disrupted by events outside anyone's control, such as severe weather, floods or landslides, natural disasters, strikes, government restrictions, health emergencies or road and rail closures. In these cases we will first try to reroute or reschedule your trip. If the trip cannot go ahead, we will refund the unused part of your payment, less any costs that suppliers will not refund to us. We strongly recommend travel insurance that covers cancellation.

How refunds are paid

• Approved refunds are made to the original payment method, or to your bank account if you paid by transfer.
• We process approved refunds within 7 to 14 working days. Your bank or card provider may take a few extra days to show the money in your account.
• Refunds are made in the currency you paid in. We are not responsible for exchange rate differences or fees charged by your bank.

How to request a refund

Send us a message with your name, booking dates and the reason for cancelling. Contact us on WhatsApp or phone at +94 77 243 8535. We will confirm the refund amount in writing within 3 working days.