Cancellation / Refund Policy

How to Cancel

All cancellation requests must be submitted in writing by the lead traveller through email, our website contact form, or WhatsApp, followed by written confirmation if requested.

A booking is considered cancelled only when Negombo Travels acknowledges the cancellation in writing.

The effective cancellation date is the date on which we receive the written cancellation request during normal business hours in Sri Lanka.

Standard Cancellation Charges

Unless different cancellation terms are stated in your quotation, invoice, itinerary, or booking confirmation, the following standard refund guidelines apply:

Deposits and Non-Refundable Costs

Unless otherwise agreed in writing, booking deposits may be non-refundable once services have been confirmed because work begins immediately to secure accommodation, transport, guides, activities, permits, tickets, and other travel arrangements.

Non-refundable costs may include:

• Hotel and accommodation deposits.
• Private villa and boutique property bookings.
• Train and railway tickets.
• Attraction and entrance tickets.
• Safari, activity, and excursion permits.
• Special event and festive-season bookings.
• Guide and chauffeur reservation costs.
• Bank and international transfer charges.
• Currency conversion differences.
• Card-processing and payment gateway fees.
• Any other supplier cost that cannot be recovered.

Supplier-Specific and Peak Season Terms

Certain suppliers may impose stricter cancellation conditions, especially for luxury hotels, boutique properties, private villas, promotional or special offers, peak travel periods, festive seasons, conferences, public holidays, train reservations, and high-demand activities.

If supplier cancellation charges are higher than our standard cancellation schedule, the supplier’s actual cancellation charges will apply.

Any supplier-specific terms provided in your quotation, invoice, itinerary, or booking confirmation form part of this Cancellation / Refund Policy.

Amendments and Rescheduling

We will try to accommodate reasonable requests to amend or reschedule a booking, subject to availability and supplier approval.

Requests to change dates, accommodation, transport, activities, traveller details, or the itinerary must be submitted in writing.

Additional charges may apply, including differences in hotel rates, transport costs, supplier rates, seasonal pricing, administrative costs, bank charges, and payment-processing fees.

If an amendment cannot be arranged and you choose not to proceed with the original booking, the standard cancellation terms and applicable supplier charges may apply.

Cancellation by Us

We may cancel, amend, or reschedule a booking where necessary due to supplier failure, safety concerns, extreme weather, natural disasters, health emergencies, political unrest, government restrictions, strikes, road closures, transport disruption, or other events beyond our reasonable control.

Where we cancel a booking for reasons within our control, we will offer a refund or a reasonable alternative arrangement where possible.

Where cancellation results from circumstances beyond our control, any refund will depend on amounts recovered from the relevant suppliers and may be subject to reasonable administrative and transaction costs.

We are not responsible for independent expenses such as international or domestic flights, visas, travel insurance, medical expenses, or accommodation and transport booked separately by the customer.

Refund Processing

Approved refunds will normally be processed to the original payment method where possible.

Refund timing may depend on banks, payment processors, card networks, foreign exchange procedures, and supplier refund timelines.

Transaction fees, bank charges, card-processing charges, payment gateway fees, administrative costs, and currency conversion differences are generally non-refundable unless otherwise agreed in writing or required by applicable law.

Where a refund cannot be returned to the original payment method, we may request additional identity or bank account information to verify the refund recipient.

Submitting a cancellation request does not guarantee a refund. Refund eligibility and the final refund amount will be confirmed after applicable supplier costs and other unrecoverable expenses have been determined.