At Serandia Journeys, the booking terms are written to be understood. This page sets out how enquiries become confirmed bookings, how deposits, balances and cancellations work and how we handle your personal information.
An enquiry is not a confirmed booking. A booking is confirmed once the itinerary, inclusions, price and travel dates have been agreed in writing and the required deposit has been received.
Cancellation requests must be submitted in writing, by email or WhatsApp, with the cancellation date counted from the moment we receive that written notice.
Non-refundable items, including visa processing fees, payment gateway charges and prepaid non-refundable hotel, train or garden estate bookings, are excluded from any refund calculation regardless of the cancellation window.
In circumstances beyond our control, the full tour cost will be refunded or a credit valid for 24 months offered, with direct communication guaranteed in every case.
Changes are accepted in writing within 48 hours of a request, subject to availability and any resulting cost adjustments.
Certain experiences included in Serandia Journeys itineraries require advance booking – Geoffrey Bawa’s Number 11 and Lunuganga, Tea Trails bungalows, observation carriage train seats and Yala Block 1 safari lodges. These are handled by Serandia Journeys before confirmation and reflected clearly in your itinerary timeline.
For all itineraries with halal meal requirements, Serandia Journeys confirms halal arrangements at every property before booking confirmation. This is a pre-confirmed component of the itinerary, not an on-arrival request
Serandia Journeys provides seasonal advisories for every relevant itinerary, including Yala Block 1 access from May to September, south and west coast sea conditions from May to October, and Trincomalee and Nilaveli routing from October to March. These are included in your pre-trip documentation.
Comprehensive travel insurance is strongly recommended for every guest, and effectively required for itineraries involving safari, trekking or water-based activities.
No elephant riding. No wildlife baiting. All safari, marine and wildlife experiences are arranged through certified ethical operators.
Serandia Journeys arranges services through carefully selected third-party providers, including hotels, transport operators and national park authorities. We take reasonable care in selecting and coordinating these partners, but we are not liable for delays, cancellations, injury or loss caused by circumstances outside our direct control. Our total liability in connection with any confirmed booking is limited to the amount paid for that specific service.
We collect only the personal information needed to plan, book and deliver your journey. This information is used to prepare itineraries, book hotels, transport, guides and activities and to communicate with you before, during and after your trip. It is never sold to third parties. You may request a copy of the information we hold about you, ask us to correct it, or request its deletion at any time by emailing hello@serandiajourneys.com with the subject line “Personal Data Request.” We aim to respond within 14 business days.
If something isn’t right during your journey, please raise it with your guide immediately, so we have the chance to fix it while you’re still on the ground. Any complaint that can’t be resolved during the trip should be sent to us in writing within 28 days of your tour ending. We will acknowledge it within 48 hours and respond in full within 14 days.
We may update this page from time to time to reflect changes in our services or in applicable law. The version published on our website at the time of your booking is the one that applies.
