Refund & Cancellation Policy
100% Money-Back Guarantee up to 24 Hours Before Tour Departure
Free 24h Cancellation
Full 100% refund if cancelled at least 24 hours prior to starting time.
3-5 Days Processing
Refunds automatically credit back to your original payment card/account.
Weather Protection
Full refund or free date change if ocean/weather forces safari or cruise cancellation.
1. Standard Cancellation Guidelines
We understand that travel plans can change unexpectedly. At Ceylon Explore Guide, we aim to provide maximum flexibility:
- Cancellation 24 Hours or More Before Tour Start: 100% Full Refund with zero penalty fees.
- Cancellation Less Than 24 Hours Before Tour Start: Non-refundable due to pre-booked vehicle rentals, guide reservations, and meal preparations.
- No-Show at Hotel Pickup: Non-refundable if the driver arrives at your designated pickup point and guest fails to appear after a 30-minute grace period.
2. How to Request a Cancellation or Refund
You can request a cancellation effortlessly using any of the following methods:
- Log into your account at My Bookings and click “Cancel Reservation”.
- Email our support team at support@ceylonexploreguide.com with your Booking Reference ID (e.g. CEG-123456).
- Message our 24/7 WhatsApp Hotline at +94 77 123 4567.
3. Weather & Safety Cancellations
For marine activities (such as Mirissa Blue Whale Watching) or high-altitude mountain excursions, safety is our top priority. If an activity is cancelled by park authorities or coast guard due to severe weather or unsafe sea conditions:
- You will be offered an immediate alternative date or an alternative activity of equal value.
- If no alternative fits your itinerary, you will receive a 100% Full Refund.
4. Refund Method & Processing Time
Approved refunds are credited back directly to the original payment method used during checkout (PayHere, Stripe, PayPal, Visa, or Mastercard). Processing typically takes between 3 to 5 business days depending on your issuing bank.