Legal

Refund Policy

When you can cancel, how refunds work, and how long they take.

Last updated: 9 October 2026

This Refund Policy applies to every airport transfer and tour booked with BWK Travels (Pvt) Ltd, trading as Travel Ceylon Tours ("we", "us", "our"), 321/A, 02, Batepola, Dunagaha 11264, Sri Lanka, including bookings paid online through PayHere or PayPal. It should be read with our Terms & Conditions and Privacy Policy.

1. Services and payment

We provide private airport transfers and tailor-made tours in Sri Lanka. Prices are agreed per vehicle and confirmed in writing (WhatsApp or email) before you pay. Online payments are taken in Sri Lankan rupees (LKR) through PayHere, or in US dollars through PayPal.

2. When you receive a full refund

  • You cancel more than 48 hours before the scheduled pickup time.
  • We are unable to provide the booked vehicle or driver for any reason on our side. You may choose a replacement vehicle at no extra cost, or a full refund.
  • We cancel your booking for reasons within our control.
  • You were charged twice for the same booking, or charged an amount different from your confirmed quote.

3. When a refund may not be available

  • You cancel within 48 hours of the scheduled pickup, or do not appear and cannot be contacted. A vehicle and driver have usually been allocated by then, so the booking may be charged in full.
  • Services already completed, or tours already under way, where you choose to end the service early. Unused days of a multi-day tour may be refunded in part at our discretion, after costs already committed (such as driver and vehicle days) are deducted.
  • Delays or changes caused by matters outside our control — see “Flight delays and force majeure” below.

4. Flight delays and force majeure

We track your flight at no charge. A delayed or rescheduled flight does not affect your fare, and your driver will wait. If a flight is cancelled or a disruption outside our control (natural disaster, civil unrest, government action, severe weather, or road closure) prevents the service, we will offer you a free reschedule, or a refund, where reasonably possible.

5. Changes instead of cancelling

You can change your pickup time, route or vehicle instead of cancelling. Message us on WhatsApp as early as you can and we will confirm whether the change affects the price. Where a change lowers the price, the difference is refunded.

6. How to request a refund

  1. Message us on WhatsApp at +94 777 123489 or email hello@travelceylontours.com.
  2. Give your name, travel date, route and the payment reference you received.
  3. We will confirm in writing whether your request qualifies, normally within 2 business days.

7. How refunds are paid

Approved refunds are returned to the original payment method — the same card used on PayHere, or the same PayPal account. We do not refund card payments in cash or to a different account. We process an approved refund within 7 business days; after that, your bank or card issuer may take a further 5–10 business days to show it. Payments made by bank transfer are refunded to the sending account.

Refunds are made in the currency of the original payment. We do not cover currency conversion differences or bank charges applied by your card issuer.

8. Disputes

If you are unhappy with a service or a refund decision, please contact us first so we can put it right. We reply to complaints within 2 business days. Disputes are governed by the laws of Sri Lanka, as set out in our Terms & Conditions.

9. Contact us

BWK Travels (Pvt) Ltd, trading as Travel Ceylon Tours
321/A, 02, Batepola, Dunagaha 11264, Sri Lanka
WhatsApp / phone: +94 777 123489
Email: hello@travelceylontours.com

See also our Terms & Conditions and Privacy Policy.