Cancellation & Refund Policy
Last Updated: February 2026
At Ceylonaa Holidays, every journey is crafted with care, precision, and a deep commitment to guest satisfaction. We understand that travel plans may change unexpectedly. As an SLTDA-licensed Destination Management Company, our cancellation and refund policy is designed to be transparent, fair, and considerate of both our guests and our local service partners.
This policy applies to all bookings made directly with Ceylonaa Holidays, including tailor-made tours, hotel reservations, transportation services, and curated excursions.
1. General Cancellation Guidelines
All cancellations must be communicated to Ceylonaa Holidays in writing via email.
Cancellations take effect from the date we receive your written notice.
Because we work with boutique hotels, private guides, and transport providers who each have their own cancellation rules, our policy reflects a combination of industry standards and supplier-specific conditions.
2. Cancellation by the Guest (Standard Tours)
Unless otherwise stated in your specific itinerary or invoice, the following timeline applies to standard tour packages:
90 days or more before arrival: Full refund of the tour cost, minus the non-refundable deposit/administrative fees.
60 to 89 days before arrival: 25% of the total tour cost will be charged.
30 to 59 days before arrival: 50% of the total tour cost will be charged.
Less than 30 days before arrival: 100% cancellation fee applies.
3. Supplier-Specific Policies
Hotel Bookings: Cancellation terms vary by property and season. Non-refundable rooms, peak-season stays (e.g., December/January), and special offers often carry 100% cancellation charges regardless of the notice period. We will always share exact hotel terms at the time of booking.
Transportation & Chauffeur: Cancellations made more than 14 days before arrival are generally refundable. Cancellations within 14 days incur a 100% fee.
4. Non-Refundable Components
Certain exclusive experiences and logistics require immediate, non-refundable advance payments to secure. These typically include:
Train tickets (e.g., the Kandy–Ella scenic train)
Domestic flights
Wildlife Safari permits (Yala, Udawalawe, etc.)
Tickets for special events, attractions, or seasonal festivals
Any service explicitly marked as “non-refundable” on your invoice
5. No-Show Policy
If a guest fails to arrive in Sri Lanka on the scheduled date without prior written notice, the booking will be treated as a “no-show,” and no refund will be issued.
6. Amendments to Bookings
We understand that plans evolve. Ceylonaa Holidays will make every effort to accommodate amendments.
The Ceylonaa Promise: Your first itinerary amendment is complimentary.
Subsequent Changes: Subject to availability. Suppliers may charge amendment fees, and any increase in rates due to date changes, room upgrades, or seasonal differences will apply. Amendments requested within 14 days of arrival may be treated as cancellations.
7. Refund Process
Timeline: Refunds will be processed within 14–21 working days after receiving your cancellation request, depending on supplier and bank response times.
Method: Refunds will be issued to the original payment method and in the same currency used for payment.
Deductions: Refunds are issued after deducting bank charges, payment gateway fees, and any non-refundable supplier costs.
8. Cancellation by Ceylonaa Holidays & Force Majeure
In rare circumstances—such as natural disasters, political instability, global pandemics, or severe safety concerns (Force Majeure)—Ceylonaa Holidays is not liable for service disruptions. However, if we must modify or cancel your booking, we will always prioritize your safety and offer:
A revised itinerary of equal value, or
A credit voucher for future travel, or
A refund dependent on the recoverable costs from our suppliers.
9. Travel Insurance
We strongly recommend that all guests obtain comprehensive travel insurance prior to arrival. Your policy should cover trip cancellations, medical emergencies, travel delays, and unforeseen events. Insurance provides peace of mind and protects your financial investment.
10. Contact Us
For cancellations, amendments, or refund inquiries, our team is here to support you with clarity and empathy.
Ceylonaa Holidays Pvt Ltd : 6th Floor, Tisara Plaza, 135 Dutugemunu Street, Colombo, Sri Lanka.