Cancellation & Refund Policy
This Cancellation & Refund Policy explains the terms regarding cancellations, changes, and refunds for tours arranged by Kandy Trekking Tours. We understand travel plans change and aim to maintain a fair approach while considering necessary guide and logistics preparations.
1. Tour Confirmation
A tour is considered confirmed only after the itinerary, date, participants, price, and payment arrangements have been agreed upon.
Cancellation terms apply strictly to confirmed tour arrangements.
2. Customer Cancellation
If you need to cancel a confirmed tour, please inform us as soon as possible through WhatsApp, email, or another agreed communication method.
Refund eligibility depends on time remaining before the scheduled tour, advance arrangements made, and third-party bookings already committed.
3. Recommended Cancellation Periods
Unless a different agreement has been made prior to booking confirmation, the following general timelines apply:
General Refund Windows:
- More than 7 days before tour: Refund considered after deducting non-refundable costs incurred.
- Within 7 days of tour: Refunds limited depending on preparation and transport commitments.
- Same day or No-Show: No refund provided if participant fails to attend without prior notice.
4. Tour Changes by Customer
Customers may request changes to tour date, number of participants, pickup locations, or trail options.
We will make reasonable efforts to accommodate requests, subject to availability and guide schedules.
5. Cancellation by Kandy Trekking Tours
Kandy Trekking Tours may cancel, postpone, or modify a tour when necessary due to unsafe weather, trail closures, government restrictions, or safety concerns.
If we cancel a tour and a suitable alternative cannot be provided, customers receive a refund of payments made for the cancelled service.
6. Weather-Related Changes
Outdoor activities depend on natural weather conditions. Rain, storms, or trail hazards may require route adjustments, activity rescheduling, or cancellation.
All weather decisions prioritize participant safety. A route change due to normal weather does not automatically qualify for a refund if the experience can still reasonably be provided.
7. No Show Policy
A customer who does not arrive at the agreed meeting location at the agreed time without prior communication may be considered a no-show.
No refunds are generally provided for no-show participants.
8. Delays and Late Arrival
Customers are responsible for arriving at the agreed meeting location on time.
Significant customer delays may affect the tour schedule. Kandy Trekking Tours will make reasonable efforts to assist, but cannot guarantee completion of the full itinerary if available time is reduced.
9. Refund Processing
Approved refunds are processed via a reasonable method agreed upon between Kandy Trekking Tours and the customer.
Processing times vary by payment method. Transaction fees or non-refundable charges incurred may be deducted from the refund amount.
10. Special Circumstances
We understand unexpected emergencies occur. Customers experiencing unavoidable travel disruptions are encouraged to contact us as early as possible. Each situation is reviewed individually.
11. Contact Information
For cancellations, date changes, or refund requests, please contact us directly: