Ranweli Tours

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Refund & Cancellation Policy

This Refund and Cancellation Policy governs all reservations, multi-day tours, day excursions, and private transfers booked with Ranweli Tours (Pvt) Ltd (“Company”, “we”, “us”), whether made via our official website or through secure digital payment links powered by WEBXPAY (Pvt) Ltd.

  1. Booking Confirmation & Payment Authorization

    • Advance Payments: All bookings are finalized upon receipt of an advance deposit or full payment as specified in your invoice/quotation.
    • Payment Gateway: Online payments are securely processed in Sri Lankan Rupees (LKR) or supported foreign currencies (USD/EUR/GBP). You warrant that you are the authorized holder of the payment card used for the transaction.
    • Proof of Payment: Upon successful transaction, an electronic receipt will be automatically generated by WEBXPAY and sent to your registered email address or WhatsApp account.
  1. Standard Cancellation Schedule
    1. Cancellation notice must be submitted in writing via email ([email protected]) by the lead traveler. The effective date of cancellation is the date and time the email is received during business hours (GMT +5:30).

      1. Multi-Day Tour Packages & Customized Itineraries
      • 30 days or more prior to arrival: 90% refund of total tour cost (10% retained for administrative handling and payment gateway transaction charges).
      • 15 to 29 days prior to arrival: 50% refund of total tour cost.
      • 7 to 14 days prior to arrival: 25% refund of total tour cost.
      • Less than 7 days prior to arrival / No-Show: 0% refund (100% cancellation charge applies).

      1. Day Tours, Private Transfers & Chauffeur Services
      • Up to 48 hours prior to scheduled pick-up: 90% refund (10% retained for administrative and gateway processing fees).
      • Less than 48 hours prior to pick-up / No-Show: Non-refundable.
  1. Non-Refundable Components & Third-Party Vendors

    1. Certain pre-booked components are non-refundable under any circumstance once confirmed:

      • Non-refundable hotel deposits, high-season hotel commitments, specialized activity permits (e.g., National Park safari permits), or pre-purchased train tickets.
      • If a portion of your payment was allocated to non-refundable third-party commitments, those amounts will be deducted prior to calculating any eligible refund under Section 2.
  1. Refund Execution & Processing Timelines
      • Processing Channel: Approved refunds will be executed exclusively through WEBXPAY back to the original payment card used at checkout. Refunds will not be disbursed in cash or to third-party bank accounts under any circumstances.
      • Timeline: Approved refunds are initiated within 7 to 14 business days. Final credit posting depends on your issuing bank’s international processing timeframes (typically 5 to 10 additional banking days).

      Exchange Rate Variances: Refunds are credited in the original transaction currency or base equivalent. Ranweli Tours is not liable for fluctuations in international bank exchange rates or foreign conversion fees imposed by your credit card issuer.

  1. Cancellations & Modifications by the Company
  • Operational Alterations: Ranweli Tours reserves the right to make minor route, driver, or hotel adjustments of equivalent standard due to weather, road closures, or safety considerations.
  • Cancellation by Company: If Ranweli Tours must cancel a tour prior to commencement due to internal operational issues, you will receive a 100% refund of all funds received to date, constituting full settlement of claims.
  1. Contact & Dispute Resolution

For refund claims or payment queries:

  • Entity: Ranweli Tours (Pvt) Ltd
  • Address: 121/1, Kurunegala Road, Katugastota, Kandy, Sri Lanka
  • Email: [email protected]
  • Phone / WhatsApp: +94 76 256 6946