Refund and Cancellation Policy
Introduction and Scope
At Kasun Tours, we strive to provide the highest quality of service. However, we understand that travel plans can be disrupted due to unforeseen circumstances. This policy outlines the terms under which refunds are processed and the penalties associated with cancellations. By confirming a booking with Kasun Tours, you (the “Client”) agree to the terms set forth in this document.
Cancellation by the Client
All requests for cancellation must be submitted in writing via email by the Lead Client to our official reservations address. The date on which the email is received by Kasun Tours will be the official cancellation date used to calculate fees.
Standard Cancellation Scale
The following penalties apply to the Total Ground Arrangement Cost (excluding international airfares):
| Notice Period Before Arrival | Cancellation Penalty (Client Loss) | Refund Amount |
|---|---|---|
| 61 Days or more | Loss of 20% Deposit Only | 80% of Total Cost |
| 31 – 60 Days | 50% of Total Tour Price | 50% of Total Cost |
| 15 – 30 Days | 75% of Total Tour Price | 25% of Total Cost |
| Less than 15 Days | 100% of Total Tour Price | No Refund |
Peak Season Policy
During “Peak Season” (1st December to 31st January and 1st July to 31st August), cancellation terms are more stringent due to hotel “No-Show” policies in Sri Lanka. For these periods, any cancellation made within 45 days of arrival will result in a 100% forfeiture of all monies paid.
Non-Refundable Items
Regardless of the timeframe, certain costs incurred by Kasun Tours are nonrefundable. These include, but are not limited to:
Transaction Fees:Bank transfer fees or credit card processing surcharges (typically 2.65% – 3%).
Permit Fees:Wildlife safari permits, entrance tickets to historical sites (e.g., Sigiriya, Anuradhapura), and train tickets already purchased.
Domestic Airfare:Cancellation of internal flights is governed by the specific airline’s policy, which is often 100% non-refundable.
Cancellation by Kasun Tours
We reserve the right to cancel your travel arrangements in the following circumstances:
Force Majeure:If we are forced to cancel due to war, threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disasters, fire, adverse weather, or government travel advisories. In such cases, we will offer a Travel Credit Note for future use or a refund minus our unrecoverable costs.
Insufficient Numbers:For group tours, if the minimum number of participants is not met. We will inform you at least 30 days prior and offer a full refund or an alternative tour.
“No-Shows” and Unused Services
No refund will be provided if a traveler fails to show up for the start of the tour or for any individual service (accommodation, transport, or excursions) included in the itinerary.
Early Departures:If you choose to leave a tour early for any reason (including illness or personal choice), we cannot refund the cost of the remaining days.
Missed Meals:No credit or refund is given for meals included in the package that the client chooses not to consume.
Health and Emergency Situations
While we sympathize with medical emergencies, our cancellation penalties remain in effect. This is why Kasun Tours strictly requires all clients to purchase comprehensive travel insurance that includes “Cancel for Any Reason” or “Medical Cancellation” coverage. This ensures you can recover your costs through your insurance provider.
Amendments to Confirmed Bookings
If you wish to change your travel dates or hotel selection after the booking is confirmed, Kasun Tours will charge an Amendment Fee of USD 100 per change. This is in addition to any price increases from the new hotels or transport providers.
Refund Processing Time
Once a refund is approved, it will be processed using the same method as the original payment (Bank Transfer or Credit Card).
Bank Transfers:Can take 7–14 business days to reflect in your account.
Credit Cards:Refunds may take 14–21 days depending on the processing cycles of Hatton National Bank and your local bank.
Arbitration and Disputes
This policy is governed by the Laws of Sri Lanka. Any disputes regarding refunds that cannot be settled amicably between Kasun Tours and the Client shall be referred to the relevant authorities in Colombo for arbitration.
