Booking Terms & Conditions

1.1 Trip Proposal

Your Trip Proposal is valid for seven calendar days from the date of issue, unless a shorter validity period is specified. All proposed arrangements remain subject to availability until your booking is confirmed.

1.2 Booking Confirmation & Deposit

A deposit of USD 150 per person is required to confirm a booking with The Travel Cafe. This deposit forms part of your total trip price and is deducted from the outstanding balance. Your booking is confirmed once we have received the required deposit and issued a Booking Confirmation.

1.3 Balance payment

The outstanding balance must be received no later than 60 calendar days before trip commencement. Bookings made 60 calendar days or fewer before commencement require full payment at the time of booking.

1.4 Payment methods

We accept payment by bank transfer, debit card or credit card (Visa and Mastercard). For payments by bank transfer, please ensure that all bank charges incurred outside Sri Lanka are paid by you, as these are not included in your trip cost.

For card payments, a separate one-time secure payment link will be emailed to you for each payment due, once you confirm your preferred payment method. Card payments are processed securely through an independent payment service provider and are considered received once the provider confirms successful payment. All card payments are subject to our Card Payment Policy.

2.1 Cancellation Requests & Acknowledgement

In the event that you need to cancel your booking, please notify us, The Travel Cafe, in writing through our designated contact email address, available on our Contact page. Your cancellation request must clearly identify your booking, including the booking confirmation number provided in your Booking Confirmation document. Please also specify whether you wish to cancel the entire trip or only part of it, providing sufficient details of the arrangements you wish to cancel.

As soon as we receive your cancellation email, we will send you an acknowledgement by email confirming receipt of your request and your intention to cancel. The date of our acknowledgement will serve as the effective cancellation date. We may contact you again if further information is required to complete the cancellation of your booking.

Any applicable cancellation charges will be determined in accordance with these Booking Terms & Conditions.

2.2 Cancellations & Charges (Guest-Initiated)

The following cancellation charges apply to confirmed bookings cancelled by you in accordance with Section 2.1.

2.3 Cancellation by The Travel Cafe Due to Non-Payment

The outstanding balance must be received by the payment deadline specified in Section 1.3. Responsibility for ensuring that the outstanding balance is received by the payment deadline rests with the Guest, regardless of whether a payment reminder is received from The Travel Cafe.

If the outstanding balance is not received by the due date, The Travel Cafe reserves the right to cancel the booking to avoid further financial commitments to accommodation providers and other travel suppliers.

Any cancellation initiated by The Travel Cafe due to non-payment will be confirmed to you in writing.

2.4 Additional Conditions

If a particular booking requires exceptional non-refundable commitments exceeding the standard cancellation provisions set out in Section 2.2, The Travel Cafe will disclose these commitments and any applicable additional charges before you confirm your booking.

2.5 Booking Deposit & Travel Credit

The USD 150 per person booking deposit is non-refundable.

If your cancellation takes effect more than 60 calendar days before your scheduled trip commencement date, the full deposit will be credited towards a future booking, provided the replacement trip is completed within 12 months of the cancellation date.

For cancellations taking effect 60 calendar days or fewer before the scheduled trip commencement date, the cancellation charges specified in Section 2.2 will apply, and the deposit will not be eligible for travel credit.

3.1 Changes requested more than 60 calendar days before trip commencement

Changes to travel dates or other arrangements can generally be accommodated, subject to availability. You will be responsible for any difference in cost arising from revised dates, accommodation, transport, experiences or other arrangements, including seasonal supplements and any costs already committed to suppliers.

3.2 Changes Requested 60 Calendar Days or Fewer Before Trip Commencement

We will make reasonable efforts to accommodate changes requested 60 calendar days or fewer before trip commencement, subject to availability and any applicable additional costs.

Where a requested change requires cancellation of existing arrangements, it may be treated as a cancellation of the affected booking arrangements, in which case the applicable cancellation charges under Section 2 — Cancellations & Charges will apply.

3.3 Changes in the Number of Travellers

If the number of travellers in a private booking decreases, The Travel Cafe will review the arrangements and advise whether the trip can continue at the agreed price or requires a revised price. Any applicable supplier cancellation charges or non-refundable costs will be taken into account before the changes are confirmed.

4.1 Mandatory Travel Insurance

Comprehensive travel insurance is a mandatory requirement for all guests booking a holiday through The Travel Cafe. Unexpected illness, accidents, medical emergencies or travel disruptions can result in significant expenses, and suitable insurance provides important financial protection against these risks.

Each traveller is responsible for obtaining and maintaining appropriate travel insurance covering the full duration of their trip, including any additional nights or onward travel.

We strongly recommend arranging your insurance as soon as your booking is confirmed so that eligible cancellation cover may be available from the outset.

4.2 What Your Insurance Should Cover

Your travel insurance policy should provide appropriate coverage for medical emergencies, hospitalisation, evacuation and repatriation, trip cancellation or interruption, travel delays, missed connections, baggage and personal belongings, and any activities included in your itinerary.

Please check your policy limits, exclusions and coverage for any pre-existing medical conditions.

4.3 Insurance Confirmation & Responsibility

Each traveller must obtain valid travel insurance covering the full duration of their trip and provide The Travel Cafe with a copy of their insurance certificate or other official proof of cover no later than 60 calendar days before trip commencement. Written confirmation from the traveller alone will not satisfy this requirement. For bookings made 60 calendar days or fewer before trip commencement, the required insurance documentation must be provided before the booking can be accepted.

The Travel Cafe does not arrange or assess the adequacy of your insurance coverage. You remain responsible for ensuring that your policy provides appropriate protection for your trip, including any activities in your itinerary.

Our Booking Terms and cancellation charges apply regardless of your insurance coverage. Failure to obtain the required insurance, inadequate coverage or a claim declined by your insurance provider does not entitle you to a refund or compensation beyond what is provided for under these Booking Terms & Conditions.

5.1 Guest Responsibility

You are responsible for obtaining any required visa or Electronic Travel Authorisation (ETA) and ensuring that you meet all applicable entry requirements for Sri Lanka.

5.2 Failure to Meet Entry Requirements

If you are unable to travel to Sri Lanka or are denied entry because you have not met the applicable entry requirements, the cancellation charges outlined in Section 2 — Cancellations & Charges will apply.

6.1 Health & Fitness to Travel

You are responsible for ensuring that you are reasonably fit to participate in the activities included in your itinerary and for obtaining appropriate medical advice regarding your fitness to travel, vaccinations and medication.

6.2 Mobility, Dietary & Special Requirements

Please inform The Travel Cafe of any mobility limitations, dietary needs or other special requirements before your booking is confirmed. We will assess whether suitable arrangements can reasonably be made and advise you of any limitations. While we will make reasonable efforts to accommodate your needs, not every request can be guaranteed.

6.3 Undisclosed Requirements

If a requirement was not disclosed before booking and subsequently makes changes to your confirmed arrangements necessary, you will be responsible for any additional costs directly resulting from those changes.

7.1 Accommodation Arrangements

Your Booking Confirmation sets out the accommodation included in your trip. Standard hotel check-in and check-out times apply. Early check-in or late check-out is guaranteed only when expressly confirmed by The Travel Cafe.

7.2 Room Preferences

Requests for adjoining rooms, specific room locations, bed configurations or other preferences will be communicated to the hotel. Fulfilment of these requests is subject to the hotel's availability and discretion and cannot be guaranteed unless expressly confirmed in your Booking Confirmation.

7.3 Changes to Accommodation

Occasionally, circumstances beyond The Travel Cafe's control may require a change of hotel. In such cases, we will arrange suitable alternative accommodation of a comparable standard and inform you of the change.

7.4 Additional Expenses

Any services or personal expenses not expressly included in your Booking Confirmation are your responsibility. These may include, but are not limited to, additional accommodation, meals, alcoholic or non-alcoholic beverages, spa treatments, room upgrades, minibar charges, laundry and room service.

Where meals are included in your booking, beverages are charged separately unless specifically stated otherwise. Any additional charges incurred at hotels or other establishments must be settled directly with the service provider before departure or check-out.

8.1 Included Transport

Your Booking Confirmation sets out the transport and transfers included in your trip. Please be ready at the agreed location and time for each scheduled transfer, excursion or journey.

8.2 Travel Times & Changes

Travel times are approximate and may be affected by traffic, road conditions, weather, local events or circumstances beyond The Travel Cafe's control. Where changes to routes, departure times or transport arrangements become necessary, we will make reasonable efforts to minimise disruption.

8.3 Missed Transfers

If you miss a scheduled transfer or other included transport because you are not at the agreed location at the agreed time, any additional transport required will be at your expense.

8.4 Standard Luggage Allowance

Your standard luggage allowance is one suitcase per person, with combined dimensions (length + width + height) not exceeding 158 cm (62 inches), including wheels and handles, plus one small personal bag such as a backpack or day bag.

Soft-sided luggage is preferred as it is easier to accommodate in touring vehicles. All luggage must fit safely within the allocated vehicle.

8.5 Additional Luggage & Special Equipment

Please inform us before your booking is confirmed if you intend to bring additional or oversized luggage, or special equipment such as surfboards, bicycles, golf clubs or other bulky items.

If these cannot be safely accommodated in your allocated vehicle, additional or alternative transport arrangements may be required. We will advise you of any additional costs, which will be your responsibility.

9.1 Included Experiences & Changes

The experiences and activities included in your trip are outlined in your confirmed itinerary. Occasionally, weather, local conditions, availability, safety considerations or circumstances beyond The Travel Cafe's control may affect these arrangements.

If an included experience or activity cannot proceed as planned, we will make reasonable efforts to arrange a suitable alternative, subject to local conditions and availability.

9.2 Activity Participation & Safety

For your safety and the safety of others, you must follow all instructions provided by guides, activity hosts or others responsible for conducting an experience or activity.

The Travel Cafe reserves the right to refuse or discontinue your participation if you fail to follow safety instructions or if your participation poses a risk to yourself, other people or animals.

9.3 Participation Requirements

Certain experiences and activities may have specific age, mobility, fitness, clothing or other participation requirements. We will advise you of these requirements where applicable.

Please inform us before your booking is confirmed of any limitations or special requirements that may affect your ability to participate.

9.4 Confirmed Activities & Non-Participation

If you choose not to participate in an included experience or activity, cancel your participation or fail to attend after confirming your participation, no refund will be provided for that experience or activity.

10.1 Family-Friendly Travel

The Travel Cafe welcomes families travelling with children of all ages. Anyone under 18 must travel with a parent, legal guardian or an adult authorised by their parent or legal guardian.

10.2 Children's Accommodation

Room occupancy and bedding arrangements for children are subject to availability and will be confirmed as part of your booking.

10.3 Supervision & Responsibility

Parents, legal guardians or authorised accompanying adults are responsible for the supervision, safety and wellbeing of children travelling with them throughout the trip.

Guides, drivers and other representatives of The Travel Cafe do not provide childcare or babysitting services and must not be left responsible for children, including infants, in the absence of a parent, legal guardian or authorised accompanying adult.

If an accompanying adult wishes to participate in an experience or activity that a child cannot join, they must make their own suitable childcare arrangements.

11.1 International Flights

International flights are not included unless expressly stated in your Booking Confirmation. You are responsible for arranging your flights and ensuring that your arrival and departure dates correspond with your confirmed trip arrangements.

11.2 Airport Transfers

Where airport transfers are arranged by The Travel Cafe, please provide us with a copy of your confirmed flight ticket, showing your arrival and departure flight details, at least 14 days before your arrival in Sri Lanka. This will allow us to make the necessary transfer arrangements in advance.

If your flight details subsequently change, or you miss a scheduled flight, please inform us as soon as possible so that we can make reasonable efforts to adjust your airport transfers and any other affected trip arrangements.

11.3 Flight Disruptions

The Travel Cafe is not responsible for airline delays, cancellations, schedule changes, missed connections or other airline-related disruptions.

Where such disruptions affect your trip, we will make reasonable efforts to assist with alternative arrangements. Any additional costs arising from flight disruptions, including additional accommodation, transport or changes to your itinerary, will be your responsibility.

12.1 Trip Prices & Inclusions

Your trip price will be quoted in the currency stated in your quotation. The accommodation, meals, transport, sightseeing, activities and other services included in your trip will be as specified in your confirmed itinerary or Booking Confirmation.

Entrance and admission fees are included only where expressly stated in your confirmed itinerary or Booking Confirmation.

The Travel Cafe will absorb routine exchange-rate fluctuations and ordinary changes in supplier costs after your booking has been confirmed.

12.2 Exceptional Price Adjustments

In exceptional circumstances, we reserve the right to adjust your confirmed booking price if significant increases in costs beyond our reasonable control affect the arrangements included in your trip.

Such circumstances may include substantial currency fluctuations, changes in government taxes or charges, increased entrance or permit fees, exceptional fuel or transport cost increases, significant increases in accommodation or other essential supplier costs, or major economic or regulatory changes beyond our control.

Any price adjustment will be limited to the additional costs directly resulting from these circumstances. We will inform you of the reason for the adjustment and the additional amount before requesting payment.

If you do not wish to accept the revised price, we will discuss possible alternatives with you, where reasonably available. If no mutually acceptable arrangement can be reached, you may cancel your booking.

In such circumstances, the standard cancellation charges under Section 2 will not apply. We will refund the amounts you have paid, less any non-refundable supplier costs or other unavoidable expenses already committed to your booking that cannot reasonably be recovered. We will provide a reasonable explanation of any amounts deducted from your refund.

The Travel Cafe will make every reasonable effort to deliver your trip as confirmed. However, changes may occasionally become necessary due to circumstances beyond our reasonable control, including severe weather, natural disasters, flooding, landslides, epidemics or pandemics, civil unrest, security incidents, strikes, government restrictions, border closures or significant transport disruptions.

Where such circumstances affect your trip, we will make reasonable efforts to minimise disruption and provide suitable alternatives. These may include changes to your itinerary, route, destination, travel dates or other arrangements, depending on the circumstances and availability.

If changes become necessary during your trip, any unavoidable additional costs arising directly from circumstances beyond our reasonable control will be your responsibility. We will discuss the available options and associated costs with you and obtain your agreement before proceeding, wherever reasonably possible. Where immediate action is necessary for safety or prior agreement is impractical, we may make the necessary arrangements and inform you as soon as reasonably possible.

Where exceptional circumstances affect only part of your trip, we will make reasonable efforts to provide suitable alternative arrangements for the affected portion. Such changes do not automatically entitle you to cancel the entire trip without cancellation charges.

If reasonable alternatives are available and you nevertheless choose to cancel the remaining trip arrangements, your decision will be treated as a guest-initiated cancellation under Section 2 — Cancellations & Charges.

Where exceptional circumstances make it impossible or unsafe for a substantial part of your trip to proceed, or significantly alter the essential character of your trip, and suitable alternatives cannot reasonably be provided, we will discuss cancellation of the affected arrangements and any applicable refund with you. Any refund will take into account payments already made to accommodation providers, transport operators or other suppliers that cannot reasonably be recovered. We will explain any deductions.

14.1 Respectful conduct

You are expected to behave respectfully towards your guide, drivers, hotel staff, service providers, fellow travellers, local communities and members of the public throughout your trip. You must comply with the laws and regulations of Sri Lanka and follow reasonable instructions from guides, drivers and others responsible for the safe operation of your trip.

14.2 Prohibited behaviour

Abusive, threatening, discriminatory, aggressive or otherwise disruptive behaviour will not be tolerated. Intoxication during tours or activities, harassment or conduct that endangers the safety or wellbeing of people or animals is strictly prohibited.

14.3 Damage to Property

You are responsible for any damage or loss you cause to accommodation, furnishings, equipment, tour vehicles or other property during your trip, including damage caused deliberately, recklessly or through negligence.

Any reasonable costs of repair, replacement or cleaning arising from such damage must be settled directly with the relevant service provider or reimbursed to The Travel Cafe where we have incurred those costs on your behalf.

14.4 Consequences of misconduct

The Travel Cafe may refuse your participation in an activity or end your participation in the trip if your conduct is unlawful, presents a safety risk or seriously disrupts the trip. Any action will be proportionate to the circumstances and, where reasonably possible, preceded by a warning.

Where participation is ended for these reasons, no refund will be provided for unused services. You are responsible for any additional accommodation, transport or other costs arising from your conduct.

16.1 Our responsibility

The Travel Cafe takes reasonable care when arranging and delivering the services included in your confirmed itinerary. If an agreed arrangement is not available, we will make reasonable efforts to resolve the issue or provide a suitable alternative in consultation with you.

16.2 Hotels & ordinary travel conditions

Sri Lanka is a tropical destination, and encounters with insects and other pests may occur in hotels, bathrooms and surrounding areas. Minor maintenance issues may also arise during a stay. Where a hotel or service provider can reasonably address an issue, its presence alone does not entitle you to a different hotel, alternative arrangements or a refund.

16.3 Wildlife sightings

Wildlife sightings cannot be guaranteed. Animals may move between national parks and other areas according to seasonal conditions and their natural behaviour. Where appropriate, we will discuss possible alternative arrangements with you, taking into account current conditions and available options.

16.4 Personal responsibility & safety

Certain activities carry inherent risks, and The Travel Cafe cannot guarantee that all risks can be eliminated. We are not responsible for consequences arising from risks inherent in an activity, your failure to follow safety instructions, deliberate or unsafe conduct, or participation in an activity against advice.

You should take appropriate care of your personal belongings throughout your trip and use available security facilities where appropriate.