The holiday contract is made by Serendipity Tours (ST)with the person who signs the booking form, even though payments may be made by others, and every person signing the booking form is fully responsible for the holiday contract. This contract is made under the terms of these booking conditions which are governed by Sri Lankan Law and both parties agree to submit to the jurisdiction of the Sri Lankan Court at all times.
Where a third party or other Tour Operator is used, their Terms and Conditions supersede the ones set out below and the client is bound by those.
Your holiday contract with ST includes:
BOOKING TERMS AND CONDITIONS
The relevant information is in the brochure. Any changes to the particulars given in the brochure or website will be set out in the itinerary or advised in writing. ST checks to ensure that the descriptions, information and opinions given in brochures or websites used by ST concerning the airlines, hotels, facilities and suppliers are correct, and based on the latest information available at the time of publishing. However, because brochures are necessarily prepared some time in advance, such matters may change by the time you are ready to book your holiday. Your holiday contract is made on the basis of the changes notified in the itinerary or in writing.
The itinerary. If the service is dependent on participation by a minimum number of people the service may be cancelled by ST in writing within the period indicated in the itinerary without compensation if the minimum take-up is not achieved and if the service has been paid for then the sum paid will be refunded by ST.
Please check the details on the itinerary and invoice when you get them. They set out the details of the holiday ST believes you have booked. If you think there is an error you should contact ST immediately. Changes can only be made by the persons signing the booking form or by someone they authorize in writing.
If for any reason the company does not accept your booking, your deposit will be returned.
THE PRICE GUARANTEE
After a Confirmation Invoice has been issued, the price of your holiday is, regrettably, subject to the possibility of surcharges in certain limited circumstances. ST guarantees that up until 30 days before your departure date the price of your holiday will not be subject
to surcharges except for:
- Variations in transportation costs, including the cost of the fuel
- Variations in duties, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports
- the exchange rates applied to the holiday booking.
Should above price variations result in the cost of your holiday going up:
ST will absorb and you will not be charged for any increase equal to up to 2% on your holiday price (that is, you will only have to pay the increase over and above 2% of the holiday price)
If a surcharge would increase the total holiday price shown on your original Confirmation Invoice by 10% or more, you may cancel your booking within 14 days of the date of issue of the revised Invoice and obtain a full refund of all payments made to ST and any amendment charges previously incurred.
ST will not give any breakdowns whatsoever of the price of the holiday. The relevant exchange rate for each individual tour will be quoted upon request.
THE PAYMENT SCHEDULE
There will be no binding contract for your holiday until ST has received a signed booking form and/or payment of the deposit/sum required. Your booking will be automatically cancelled if you are not able to make the full payment or a part payment within 48 hours since the invoice is generated.
If you are booking within 30 days of the departure date, then full payment is required from you at the time of booking.
If you are booking more than 30 days before the departure date, then you need only pay the deposit shown on the invoice at the time of booking, and you must pay the balance before the date specified for such payment to take place.
If you are booking a holiday for the peak period (December 15 to January 15) you may be required to pay the full amount. This will depend on the terms and conditions of the supplier.
CHANGES TO THE HOLIDAY OR PERSONS TAKING THE HOLIDAY MADE BY YOU
A change must be requested in writing by the person who signed the booking form. ST will assist you if you wish to make changes to your booked holiday but cannot guarantee that relevant suppliers will agree to your changes. ST reserves the right to charge an additional premium of 50 USD in the event of changes to the itinerary once you are travelling or change a confirmed booking, and you will also have to pay the costs associated with the change. Please note that the administration charges are payable whether or not ST is successful in making the change.
If you or any person on the holiday is prevented from travelling, ST will agree to that person’s booking being transferred to another person who satisfies all the booking terms, subject to both persons accepting joint and several liabilities for full payment of the price and ST charge for confirming the transfer and any additional costs arising from the transfer. ST must be given reasonable notice of the transfer request, which is considered to be at least 14 days prior to the outward departure date.
CHANGES TO THE HOLIDAY OR PERSONS TAKING THE HOLIDAY MADE BY US
It is unlikely that ST will have to change your booking but holiday arrangements are made many months in advance and ST is dependent upon a number of essential suppliers. ST, therefore, reserves the right to do so. In some instances, travel schedules or holiday services can be changed, delayed or cancelled because of circumstances outside our control. This can cause you to miss travel connections, cause disappointment and impose further costs which ST reserves the right to charge to you. When ST makes a significant change to an essential term of the holiday contract before departure then ST will notify you as soon as possible.
If after departure ST is unable to provide a significant proportion of the services it had agreed to provide as part of the holiday contract, we will notify you as soon as possible and do our best to make suitable alternative arrangements at no extra cost to you. If ST cannot do so or you refuse to accept these for good reasons, ST will agree to refund you appropriately. ST will, if appropriate, also pay you compensation.
CANCELLATIONS BY YOU
All cancellations must be advised in writing and will take effect the day we receive it.
ST voluntarily returns all recoverable costs for cancellations. ST will be entitled to retain part of the payment made by you as compensation for the work that has been put into preparing the itinerary. The compensation amount will differ according to whether the holiday period is during peak times or off-peak times.
The off-peak period – the period between notification of cancellation and departure date Amount of cancellation charge. The cancellation conditions may vary depending on the tour package. The refund policy is clearly mentioned on each respective page of the trip.
CANCELLATIONS BY US
ST will notify you as quickly as possible of any cancellation.
ST may cancel the holiday if you do not pay the balance of the price on time and ST may retain the deposit you have paid.
In the event of cancellation by ST you will be entitled to either:
have a full refund; or
accept a substitute alternative from ST of equivalent or closely similar standard and price, if one is available; or
choose a substitute alternative of a lower standard to the travel arrangements booked together with
a refund of the difference in price.
We assume no responsibility for any loss, damage to baggage, property or for injury illness or death or for any damages or claims however so caused arising directly or indirectly from war, riot, civil strife, industrial dispute, terrorist activity, actions of governments or other state bodies, unavoidable technical problems with transport, machinery or equipment, delays, power failure, natural or nuclear disaster, avalanche, fire, adverse weather conditions or levels of water in rivers, accidents, force major, Acts of God.
Where ST is required to pay you compensation, whether as provided in these booking terms or otherwise, ST will pay 50 USD per person. ST may in appropriate circumstances increase the sum but ST liability to pay compensation shall be limited in all circumstances to the lesser of a maximum of three times the price of the holiday.
PASSPORTS AND VISAS
You must ensure that Your passport and travel documentation is in order and that You have obtained the necessary visa and all other requirements for your Travel Arrangements. Should You require assistance on this matter We will be pleased to make recommendations. We will not be held responsible for You travelling without the correct travel documents.
INTERNATIONAL AND DOMESTIC AIR BOOKINGS
Reconfirmation of flight bookings is your responsibility. As travel arrangements may be booked to connect with international and domestic air flights it is you or the traveller’s responsibility to keep us updated as to flight times and numbers.
Domestic Air Bookings. The following Terms apply.
– Payment to be made in advance for the confirmation of flight
– Maximum 05 Kg of hand luggage per passenger.
– Flying time is engine ON to SHUT DOWN
– Service hours are from 0630 hrs to 1800 hrs daily (subjected to weather conditions)
– Overnight parking charges will apply
– On ground waiting for charges will apply per hour, 01st hour free of charge
– Upon confirmation of booking no refund will be made
– The carrier reserves the right to delay, extend, reschedule or cancel a flight for operational reasons – bad weather, VIP movements or other similar situations beyond the immediate control of the carrier. The carrier shall not, in any circumstances whatsoever be liable or responsible in respect to any inaccuracy, misdescription, detention, delay, loss, damage, sickness, additional expenses or injury, and of whatever kind occurring to any passenger, property, or baggage at any time.
– In case of bad weather, the carrier reserves the right to return to base or find an alternative location to land. In such cases, the client shall bear the cost.
For cancellations done by the charterer, the following will be applicable
* Cancellations are done 30 days prior to departure – No charge
* 29 – 20 days before departure – 50% of charter cost
* 19 – 11 days before departure 75% of charter cost
* 10 days or less, before the scheduled date of departure – 100% charter cost.
The style of accommodation indicated in the tour itineraries are a guideline. On rare occasions, alternative arrangements may need to be made due to the lack of availability of rooms in our usual accommodation. A similar standard of accommodation will be used in these instances.
We strongly advise you and everyone travelling in your party to check with their own medical advisers at least a month before travel on recommended vaccines and the possible need for malaria tablets.
MEDICAL AND HEALTH INFORMATION
All travellers need to be in good physical health in order to participate fully on this trip. When selecting your trip please make sure you have read through the itinerary carefully and assess your ability to manage and enjoy our style of travel. Please note that if in the opinion of our guide any traveller is unable to complete the itinerary without undue risk to themselves and/or the rest of the group, we reserve the right to exclude them from all or part of a trip without refund.
You should consult your doctor for up-to-date medical travel information or for any necessary vaccinations before departure. We recommend that you carry a first aid kit as well as any personal medical requirements as they may not easily be obtained while travelling.
It is a condition of booking that you and everyone in your party is adequately insured for the full duration of the holiday in respect of illness, injury, death, loss of baggage and personal items, cancellation and curtailment. The choice of insurer is the sole discretion of you. In accepting and paying for the holiday you confirm to us that you either have or will have procured such insurance before the commencement of your travel arrangements.
We will not require a negative COVID-19 test before joining a trip unless it is a requirement of the Sri Lankan government. If you are unwell prior to travelling, please stay at home and contact us to make alternative arrangements. At the group meeting, you will be asked to complete a self-screening health form and report any COVID-19 symptoms as well as any close contact with someone who has suspected or confirmed COVID-19. If you are displaying any symptoms or have any health concerns at this time, we will follow the advice of local health authorities to determine whether medical assistance, isolation or further action is required. We ask all travellers to continue to monitor their health throughout their travels and report any relevant symptoms to their tour leader.
If you have a complaint about your holiday then you should immediately contact ST representative, even while on holiday. It is unreasonable to take no action while you are on holiday, then complain afterwards. If ST representative cannot solve your problem before you return home then you should contact ST within 28 days of returning home. If you do not complain within that period then this may affect ST ability to investigate your complaint and may impact on the way that your complaint is dealt with.
PROBLEM AND EMERGENCY CONTACT INFORMATION
While we always endeavour to provide the best possible holiday experience, due to the nature of travel and the areas we visit sometimes things can and do go wrong. Should any issue occur while you are on your trip, it is imperative that you discuss this with your group leader or our local representative straight away so that they can do their best to rectify the problem and save any potential negative impact on the rest of your trip.
We recognise that there may be times when your group leader/local partner may not be able to resolve a situation to your satisfaction – if this is the case, please ask the leader to speak to their direct manager.
You may also choose to provide details in your online feedback, which we ask you to complete within 30 days of the end of your trip. Please do be aware that it is very difficult for us to provide any practical help after the trip is completed, so informing us while still travelling will give us the opportunity to resolve the issue in real-time.
For general contact details please use the following page: https://seerendipitytours.com/contact-us/
In case of a genuine crisis or emergency, you can reach our local office on the number below:
Seerendipity Tours: +94 77444 0977
Our itineraries are updated regularly throughout the year based on customer feedback and to reflect the current situation in Sri Lanka. The information included in the Trip Information may therefore differ from when you first booked your trip. It is important that you review this information prior to travel so that you have the latest updates. Due to weather, local conditions, transport schedules, public holidays, or other factors, further changes may be necessary to your itinerary once in-country. The order and timing of included activities in each location may also vary seasonally to ensure our travellers have the best experience. Your tour guide will keep you up to date with any such changes once on tour.
A selection of optional activities that have been popular with past travellers is listed in the day-to-day itinerary. This isn’t an exhaustive list and should be used as a guide only for some of what might be available. Prices are approximate, are for entrance only, and don’t include transport to and from the sites or local guides unless indicated. All activities are subject to availability, and maybe on a join-in basis. It may not be possible to do all the activities listed in the time available at each destination, so some pre-planning for what you are most interested in is advised. When it’s recommended that travellers pre-book these activities, look for a note in the Special Information section of the day-to-day itinerary. For most, they can either be organised independently on the day, or let your leader know you are interested in the Group Meeting and they can assist.
Where activities are considered medium or high risk, we work with operators whose safety and credentials we have sighted and assessed. Although it is possible that you may find the same activity cheaper with another operator on the ground, we cannot vouch for the safety or quality of that operator. Medium and high-risk activities not listed above have not been assessed by us and as such our staff and leaders are unable to assist you with organising these activities. Activities that contravene our Responsible Travel policies are also not listed. Please remember that the decision to partake in any activity not listed is at your own discretion and risk.
Some of the accommodation provided on the way is basic or simple, staying in local guesthouses and homestays. Some may have shared bathroom facilities with cold water only. We use normally air-conditioned rooms, however, there may be chances that we have to accommodate you in non-airconditioned rooms due to unavoidable circumstances. Most hotel properties have a restaurant or cafe serving local meals. There may be restaurants and hotels that do not serve alcohol for religious reasons or due to local laws.
Showers at some hotels only have hot water at peak times (usually morning and evening). Outside of these times, you may need to speak to reception to obtain hot water.
If you have any issues with your room, please speak to the hotel and your tour guide right away rather than your travel agent so that the problem can be addressed without delay.