Section 1: Cancellations & Refunds

These policies apply to all bookings made directly with Ceylon LK (Pvt) Ltd, including day tours, multi-day packages, and tailor-made chronicles.

We understand that travel plans can change. Life happens, and when it does, we want to be as fair and transparent as possible about what applies to your booking.

1.1 Cancellation by the Guest

If you need to cancel your booking, you must notify us in writing via email to our official contact address. The date of receipt of your written cancellation determines which charge applies.

The administration fee of USD 50 covers banking and processing charges associated with refund transactions. This fee is non-negotiable and applies to all cancellations regardless of lead time.

1.2 Non-Refundable Elements

Regardless of when a cancellation is made, the following are non-refundable in all circumstances:

• Third-party permits and entrance fees already purchased, for example national park entry and special event tickets
• Any pre-paid, non-refundable accommodation that has been confirmed in your itinerary
• Costs incurred for customised or bespoke arrangements made specifically for your journey

1.3 Rescheduling & Travel Credit

We understand that sometimes a postponement is preferable to a cancellation. If you wish to reschedule your journey rather than cancel:

• Rescheduling requests made 31 days or more before departure will be accommodated where possible, subject to availability, with no additional rescheduling fee.
• Rescheduling requests made within 30 days of departure may incur supplier charges depending on accommodation and transport confirmed. We will advise you of any applicable costs before confirming the change.
• If rescheduling is not possible due to operational constraints, Ceylon LK may offer a travel credit valid for 12 months from the original departure date, to be applied toward a future booking of equal or greater value.

1.4 No-Show Policy

If you fail to arrive at the confirmed starting point of your tour or package without prior written notice to Ceylon LK, this will be treated as a no-show. No refund will be issued for no-shows, regardless of reason. We strongly recommend that all guests hold comprehensive travel insurance, as noted in Section 2.5.

1.5 Cancellation by Ceylon LK

Ceylon LK reserves the right to cancel or modify any tour, package, or day experience in the following circumstances:

• Force majeure events including but not limited to natural disasters, severe weather, civil unrest, pandemics, or government-imposed travel restrictions
• Failure to reach the minimum number of participants required for a group experience, where applicable
• Safety concerns on the ground that make the planned itinerary unfeasible or unsafe

In the event of a cancellation initiated by Ceylon LK, guests will receive one of the following options at their preference:

• A full refund of all monies paid to Ceylon LK, excluding third-party fees already disbursed
• A travel credit of equal value, valid for 18 months
• An alternative itinerary of comparable value, subject to availability

Ceylon LK accepts no liability for consequential costs such as international flights, visas, or third-party travel insurance in the event of a company-initiated cancellation.

1.6 Refund Processing

Approved refunds will be processed within 14 business days of cancellation confirmation. Refunds are issued via the original payment method. Ceylon LK is not responsible for delays caused by banking institutions or currency conversion timelines.

Section 3 - Privacy Policy

This Privacy Policy explains how Ceylon LK (Pvt) Ltd collects, uses, stores, and protects the personal information you share with us. We are committed to handling your data with the highest standards of care and transparency.

Ceylon LK (Pvt) Ltd ("Ceylon LK", "we", "our", "us") respects your privacy. This policy applies to all personal information collected through our website, inquiry forms, email correspondence, and booking process.

3.1 Information We Collect

We collect only the information necessary to provide you with a personalised, safe, and well-organised travel experience. This may include:

• Personal identifiers: full name, date of birth, nationality, passport details
• Contact information: email address, phone number, postal address
• Travel preferences: dietary requirements, medical considerations, interests, accommodation preferences
• Payment information: transaction details processed through secure payment platforms (we do not store card details)
• Communication records: emails, messages, and inquiry submissions
• Website usage data: pages visited, browser type, device information, and cookies (see 3.6)

3.2 How We Collect Your Information

We collect your information through:

• Online inquiry and booking forms on our website
• Email correspondence and WhatsApp communication
• Phone calls and direct consultations with our team
• Third-party booking platforms or travel agents where applicable
• Automated website analytics tools (see Cookies, Section 3.6)

3.3 How We Use Your Information

Your personal information is used solely for the following purposes:

• To plan, coordinate, and deliver your travel experience in Sri Lanka
• To communicate with you about your booking, itinerary, and any changes
• To fulfil legal and regulatory requirements (e.g. sharing your details with immigration authorities where required)
• To send you relevant updates, offers, or travel inspiration (only where you have consented to receiving these)
• To improve our website and services through aggregated, anonymised usage data

3.4 How We Store & Protect Your Data

Ceylon LK takes the security of your personal information seriously:

• All data is stored on secure, password-protected systems with restricted access.
• We do not store payment card details. All transactions are processed through reputable third-party payment gateways with industry-standard encryption.
• Our team members are trained to handle personal data with discretion and professionalism.
• We retain your personal data for a period of five years following the completion of your travel, after which it is securely deleted unless legal obligations require otherwise.

3.5 Sharing of Your Information

Ceylon LK does not sell, rent, or trade your personal information to third parties. We share your data only in the following circumstances and only to the extent necessary:

• With hotels, accommodation providers, and lodges to confirm your reservations
• With transport operators, guides, and activity providers to coordinate your itinerary
• With government or immigration authorities where required by Sri Lankan law
• With our banking and payment processing partners for transaction facilitation
• With emergency services or medical providers in the event of a health or safety incident

All third-party partners we work with are selected based on their professionalism and are bound by their own privacy and data protection obligations.

3.6 Cookies

Our website uses cookies - small data files placed on your device - to improve your browsing experience and understand how visitors use our site. Cookies help us:

• Remember your preferences and settings
• Analyse site traffic and improve our content
• Support the performance of our AI journey planning tools

You can choose to disable cookies through your browser settings at any time. Please note that disabling cookies may affect the functionality of certain features on our website.

3.7 Your Rights

• Right to Access - you may request a copy of the personal data we hold about you
• Right to Correction - you may request that inaccurate or incomplete data be corrected
• Right to Deletion - you may request that your personal data be deleted, subject to any legal obligations we have to retain it
• Right to Withdraw Consent - if you have consented to receive marketing communications, you may withdraw that consent at any time

To exercise any of the above rights, please contact us at the email address provided on our Contact page. We will respond to all data requests within 30 days.

3.8 Third-Party Links

Our website may contain links to third-party websites including partner hotels, activity operators, and travel resources. Ceylon LK is not responsible for the privacy practices of these external sites and we recommend reviewing their individual privacy policies before submitting any personal information.

3.9 Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in our practices or applicable law. The most current version will always be available on this page. We encourage you to review it periodically. Your continued use of our website and services after any update constitutes acceptance of the revised policy.

3.10 Contact Regarding Privacy

For any privacy-related queries, requests, or concerns, please contact us through the details provided on our Contact page. We take all privacy matters seriously and will respond promptly and with care.