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YOUR TOUR CONTRACT
Your contract is with Royal Holidays, a Sri Lanka company based at 70 Lucky Plaza Building, St Anthonys Road, Colombo 03.
ACCEPTANCE OF BOOKING CONDITIONS
Any use of the Royal Holidays website: www.royalholidayssrilanka.com, or written communication with Royal Holidays, for the purposes of travel arrangements, confirms that you are aged 18 or over and that you have read and fully accept these booking conditions. These booking conditions are devised for the protection of all parties. Royal Holidays trades under Sri Lankan laws.
In the case of all bookings, your booking will be confirmed by the issue of a Travel Voucher. Payment of deposit confirms that you accept our booking conditions. If you fail to meet the payment deadlines stated on the Travel Voucher, we reserve the right to cancel your booking and will inform you of this. Bookings should be paid either by on-line credit/debit card payment.
(i) Upon receipt of Travel Voucher: 20 per cent of cost.
(ii) Not less than five weeks before departure: 100 per cent of cost.
(i) Payments are required within seven days, except in the case of Instant Bookings, where immediate payment is taken by credit/debit card.
(ii) Suppliers may demand stricter payment terms on some bookings. These occasions will always be advised to you before booking and stated on your Travel Voucher. Individual cancellation terms will always be stated.
(iii) Credit-card payments are subject to an additional charge of 3 per cent. This contributes to our credit-card costs and helps to reduce our basic prices. There are no charges for use of debit cards.
(iv) There will be no additional postage fees, booking fees or other hidden charges. Exchange rates are based on live on-day rates at time of booking and are not subject to change.
(vi) Late payments risk cancellation.
CANCELLATION BY US:
Royal Holidays is committed to high levels of professionalism to protect your booking. But we reserve the right to cancel your booking in any incidence of Force Majeure (see clause below). In this event we will return all money paid by you and, wherever possible, offer an alternative booking of comparable type and quality for your consideration. We cannot be held liable for any incidental expenses that you may incur during arrangements for a booking that is subsequently cancelled by us.
CANCELLATION BY YOU:
Event of cancellation, in whole or part, we voluntarily return all recoverable costs, above and beyond the limits laid down in our Booking Conditions.
In the case of Instant Bookings, any individual cancellation terms that may apply will be displayed at time of booking and will provide the basis for a refund. In the case of cancelled tailor-made itineraries, we reserve the right to levy additional admin costs of up to 5 per cent of total booking cost. Other cancellation refunds are determined on a case-by-case basis, whether provided directly or indirectly by us. We do not normally refund for early checkouts or no-shows. Any individual wishing to cancel a booking with Royal Holidays must immediately notify their sales consultant by email, quoting their Booking name. The cancellation is timed from when we contact the supplier on your behalf and a delay is normal outside normal working hours. In the event of a group cancellation (by the tour leader), we will hold each individual equally liable for cancellation costs. Total cancellation charges on your booking will not exceed these maximum levels:
After payment of deposit: Up to 100 per cent of deposit.
Less than four weeks before departure: Up to 50 per cent of booking cost.
Less than 21 days before departure: Up to 100 per cent of booking cost.
You should check whether your travel insurance policy covers you for refunds.
ITINERARY CHANGES MADE BY US:
Royal Holidays is committed to high levels of professionalism to protect your booking. Adjustments will only be made in unavoidable or overriding circumstances. All efforts would be made to ensure that these adjustments are in the spirit of the original itinerary and would be properly discussed with you. If exceptional circumstances (eg overbooking of hotel) demand an emergency change of accommodation while you are on holiday, we will refund you appropriately if the replacement hotel is cheaper and pay any additional transfer costs.
ITINERARY CHANGES REQUESTED BY YOU:
Royal Holidays aims to offer flexible itineraries. Once an itinerary is finalised, requests for changes to a group or individual itinerary will always be considered, but they may incur cancellation charges.
INFORMATION PROVIDED BY YOU:
All information provided by yourself should be true and accurate. We will treat it confidentially and will not forward it to any third party. We do not spam, supply mailing lists or use it in any way other than to secure your booking. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details.
INFORMATION PROVIDED BY US:
Royal Holidays will use all reasonable endeavors to ensure that information provided is free from errors and omissions and correct any errors or omissions once notified of them. We cannot, however, be held responsible for misinformation that a reasonable person could not have expected us to know. Our opinions are our own. Whilst we rigorously strive for accuracy, these opinions are necessarily subjective to some degree. Occasionally, temporary local circumstances -- for example, emergency maintenance work, power cuts or off-season closure – can make advertised facilities unavailable. We do not take responsibility for consumer comments made in interactive areas of the site, but we do reserve the right to moderate them to comply with British law.
We expect reasonable behavior at all times. If, in the considered opinion of our representatives or suppliers, your behavior could cause danger to yourself or others, damage or persistent offence (including racism), you will be informed of the fact, and your booking may be terminated without compensation. You may also be held responsible for wilful damage.
CUSTOMER CARE AND COMPLAINTS:
Royal Holidays is fully committed to high levels of customer care at all stages of your holiday. This includes solving any problems at source to the benefit and contentment of all parties. Any complaints must be pursued as soon as possible with the supplier of the service (eg hotel manager), our local representative (if present), and our ground agents. If matters are not satisfactorily resolved, you must notify Royal Holidays within 24 hours, by fax or e-mail, in a further effort to rectify the situation amicably. Royal Holidays provides you with appropriate contact numbers before travel and it is your responsibility to keep them safely. We reserve the right to refuse any liability or compensation if this arbitration procedure is not strictly adhered to.
We cannot accept responsibility for Force Majeure – defined in these booking conditions as any specific event which we, as the supplier of the services, could not reasonably have foreseen, influenced or avoided. These include war, or threat of war, riots, civil strife, terrorism, contamination, extreme or unusual weather conditions, volcanic eruptions, industrial disputes, changes to sports itineraries, natural and nuclear disasters, fire, flight cancellations or rescheduling by airlines or any similar event beyond our control.
In the event of an itinerary only part-booked by Royal Holidays, Royal Holidays cannot be held responsible for the failure of any component of the holiday for which it does not have direct responsibility. This includes any difficulty in finding booked accommodation places, or collecting train tickets purchased by us, in the event customers choose to book accommodation-only deals and arrange their own transport.
Every holidaymaker, without exception, must possess valid travel insurance, and details of the policy must be stated before travel. Individuals must ensure that this travel insurance offers acceptable cover for the type of holiday undertaken. Royal Holidays Tours offer a variety of insurance packages for consideration. We will refuse travel for all those inadequately insured.
All travellers are strongly advised to check with their own medical advisers at least a month before travel on recommended inoculations, the need for malaria tablets, and to take other medical advice where their own health record suggests it is necessary.
NATURE OF OVERSEAS TRAVEL:
Bookings arranged by Royal Holidays range from luxury to budget. We will make every effort to ensure that our planning is meticulous. But amenities and infrastructure can at times be comparatively underdeveloped. Delays, moments of discomfort and risk can naturally occur in all travel an in the tropics, insects in rooms are common. A booking with us is an implicit acceptance of these facts. Clients are advised to take sensible precautions at all time, and familiarize themselves with up-to-date information from independent and reliable sources.
NEGLIGENCE AND BREACH OF CONTRACT:
We will only accept liability for incidents that arise as a direct result of our proven negligence, or that of our suppliers, in respect of arrangements forming part of your holiday itinerary, in cases where all your holiday accommodation and transfers are arranged by us for the entire extent of your stay. This applies to illness, injury and/or death.
NOTE: WE DO NOT ACCEPT LIABILITY FOR THE NEGLIGENCE OF OUR SUPPLIERS IN ACCOMMODATION-ONLY BOOKINGS.
Royal Holidays support on your itinerary is provided in the first instance by your chauffeur-guide or the tour guide if - as recommended - you have booked transport with us. Further support is available from our dedicated customer care staff in based in Colombo, Seychelles or in Maldives.
Royal Holidays never, under any circumstances, recommends or guarantees the value or the quality of any additional product not clearly itemized on the Travel Voucher and which may be purchased during an itinerary arranged in part or whole by Royal Holidays, even in the case where the product may have been discussed between a client and an employee or representative of Royal Holidays. Determining the value of a product is entirely the client’s responsibility. Royal Holidays has no duty to intervene in such circumstances.