This page sets out the complete terms that apply when you enquire, book, customise or travel with Serandia Journeys, alongside our Refund & Cancellation Policy and Privacy Policy. By confirming a booking or using our services, you agree to everything below. If anything here is unclear, WhatsApp or email us and we’ll walk you through it before you pay a deposit, not after.
Last updated: January 2026
Travel plans change. This policy is designed to be fair, specific and easy to check against your own booking, rather than something you need us to interpret for you.
Cancellation requests must be submitted in writing, by email or WhatsApp. The cancellation date used for the calculation below is the date on which we receive your written notice, not the date you first mention it in conversation.
Regardless of the cancellation window above, the following are excluded from any refund calculation:
We flag any non-refundable component before you pay, so this is never a surprise buried in the fine print.
In the rare event that we need to cancel a confirmed booking for reasons within our control, you will receive a full refund or a credit valid for 24 months, whichever you prefer, with direct communication from our team at every step.
Approved refunds are processed through the original payment method wherever possible, after applicable cancellation charges and non-refundable costs have been deducted. Processing times depend on your bank or payment provider and are outside our direct control.
Deductions are calculated from the total booking value at the time of cancellation.
We would always rather move your trip than lose it entirely. Rescheduling requests are accommodated wherever availability allows, though seasonal rate differences and any supplier repricing may apply. Where a non-refundable component has already been secured, rescheduling is subject to that supplier’s own terms.
Neither party is responsible for delays, cancellations or changes caused by circumstances genuinely beyond reasonable control, including natural disasters, extreme weather, government restrictions, political unrest, pandemics, airline disruption or strikes. In these situations, direct cash refunds are not always possible once suppliers have been paid, but we will always work with you on rescheduling, credit or documentation to support an insurance claim.
These terms apply to all travel-related services offered by Serandia Journeys, including private round tours, day tours, tailor-made itineraries and any activities or accommodation booked through us.
Serandia Journeys designs and arranges private Sri Lanka itineraries, coordinating accommodation, private transport, driver-guides, activities, entrance fees, safaris, scenic train travel and other travel arrangements using our direct, current knowledge of the island and our relationships with selected properties, guides and suppliers.
An enquiry is not a confirmed booking. A booking is confirmed only once the itinerary, inclusions, price and travel dates have been agreed in writing and the required deposit has been received. We respond personally to every enquiry, usually within 24 hours, with initial thinking and a proposed itinerary built from the details you share with us.
If payment is delayed after an itinerary is agreed, quoted prices and availability may change, particularly during peak season.
All prices are based on the inclusions listed in your confirmed itinerary. Anything not clearly stated as included should be considered excluded.
Please tell us in advance about any medical conditions, mobility requirements, allergies or special assistance needs that may affect your itinerary. Activities such as safaris, hiking, scenic climbs, water sports and wildlife encounters involve physical effort or natural risk. Guests participate at their own discretion and should follow the safety instructions given by their guide at all times.
Itinerary changes are accepted in writing and confirmed within 48 hours of your request, subject to availability and any resulting cost adjustment.
Certain experiences in Serandia Journeys itineraries require advance booking, including Geoffrey Bawa’s Number 11 and Lunuganga, Tea Trails bungalows, observation carriage train seats and Yala Block 1 safari lodges. These are handled by us before your booking is confirmed and reflected clearly in your itinerary timeline. We never present a walk-in-only experience as guaranteed.
Guests are expected to comply with local laws, respect the communities and properties they visit, and follow the rules of hotels, transport providers and national park authorities. No elephant riding and no wildlife baiting are permitted on any Serandia Journeys itinerary; all safari, marine and wildlife experiences are arranged through certified ethical operators.
You agree to indemnify Serandia Journeys against any loss, damage or cost we incur as a result of your negligence, misconduct or breach of these terms while travelling with us.
These terms are governed by the laws of Sri Lanka. In the event of a dispute, we ask that you contact us directly first so we can work toward a resolution in good faith before any other action is taken.
You are responsible for ensuring your passport, visa, entry permissions and other travel documents are valid before travelling. We can provide general guidance, but final responsibility remains with the traveller. Comprehensive travel insurance is strongly recommended for every guest, and effectively required for itineraries involving safari, trekking or water-based activities.
We design family itineraries around genuine suitability rather than a one-size-fits-all pace. Where an activity is not suitable for younger travellers, such as the full Sigiriya summit climb, we build in a lighter alternative, such as Pidurangala, and confirm this at booking rather than on the ground.
Where possible, we always tell you honestly what a destination or activity actually involves, including seasonal limitations. Where a substitution is required, such as Udawalawe replacing Yala during the Block 1 closure, or Pasikudah replacing Tangalle when the south coast sea is rough, we confirm the change with you in advance rather than presenting it as a surprise.
For any itinerary with halal or other dietary requirements, we confirm arrangements at every property before your booking is finalised. This is a pre-confirmed part of your itinerary, not something left to request on arrival.
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.
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 these terms 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.
We collect only the personal information needed to plan, book and deliver your journey, and we handle it with the same directness we apply to everything else.
We use your information to prepare itineraries, book hotels, transport, guides and activities, confirm advance bookings and halal or dietary arrangements, and communicate with you before, during and after your trip.
We take reasonable technical and organisational measures to keep your information secure and to protect it against unauthorised access, loss or misuse.
We retain personal information only for as long as necessary to plan and deliver your trip, meet our legal and accounting obligations and respond to any follow-up you raise with us.
Information is collected directly from you through our enquiry and tailor-made trip brief forms, email and WhatsApp correspondence and any documents you share with us in the course of planning your trip.
We share only what each supplier needs to deliver your itinerary, with hotels, transport operators, activity and safari providers and our payment processor. Your information is never sold to third parties.
Our website may use cookies and similar technologies to understand how visitors use our site and to improve it over time. You can control or disable cookies through your browser settings.
We will only send you marketing communication if you opt in, and you can unsubscribe at any time.
We may update this policy from time to time. The version published on our website at the time of your booking is the one that applies.
