Last updated: 29 August 2026
These terms apply to all tours, transport and reservations arranged by Ceylon Gateway. By making a booking you accept them on behalf of everyone in your party.
1. What we do
We plan and arrange tours in Sri Lanka. We provide vehicles, chauffeur guides and itinerary planning directly, and we act as a booking agent for hotels, safari operators and activity providers.
2. Booking and confirmation
Quotes are estimates until confirmed in writing. A booking exists only once we have sent you a written confirmation by email and your deposit has been received. Please check your confirmation carefully and tell us within 48 hours if anything is wrong — names must match passports exactly.
3. Payment
A deposit of 30% of the total confirms your booking. The balance is due 21 days before your arrival date. Bookings made within 21 days of arrival require full payment at the time of booking. Prices are quoted in US dollars. Accepted payment methods and details are confirmed on your invoice. Any bank charges are the traveller’s responsibility.
4. Cancellation by you
Cancellations must be sent to us in writing. Refunds are calculated from the date we receive your notice:
| Notice given | Refund |
|---|---|
| More than 45 days before arrival | Full refund less the deposit |
| 45–22 days before arrival | 50% of the total |
| 21–8 days before arrival | 25% of the total |
| Fewer than 8 days, or no-show | No refund |
Some hotels, domestic flights and special-event bookings carry stricter non-refundable terms. Where these apply, we will tell you in writing before you pay, and those terms take precedence over the table above.
5. Changes to your booking
Tell us as early as you can and we will do our best to accommodate changes at no charge. Changes requested within 14 days of arrival may incur supplier charges, which we will pass on at cost.
We may need to change an itinerary because of weather, road conditions, site closures or safety. Where we do, we will provide a comparable alternative.
6. Cancellation by us
If we cancel your trip for any reason other than force majeure or your non-payment, you will receive a full refund of everything paid to us. Our liability in that case is limited to that refund.
7. Passports, visas and entry
You are responsible for holding a passport valid for at least six months beyond your arrival date, obtaining the correct visa or ETA, and meeting any health or entry requirements. We are happy to advise, but we cannot be held responsible if you are refused entry, and no refund is due in that event.
8. Travel insurance
Comprehensive travel insurance covering medical treatment, repatriation, cancellation and personal belongings is a condition of travelling with us. We strongly recommend arranging it as soon as you book.
9. Health and fitness
Some itineraries involve walking on uneven ground, climbing steps at heritage sites, long days in the vehicle, and hot, humid conditions. Please tell us about any medical condition, mobility limitation or dietary requirement at the time of booking so that we can plan appropriately or advise you if an itinerary is not suitable.
10. Behaviour
We ask that you respect local customs, religious sites and wildlife regulations. We may end a trip without refund if a traveller’s behaviour endangers others, causes serious offence, or breaks Sri Lankan law.
11. Third-party suppliers
Where we book hotels, safaris, flights or activities on your behalf, those services are supplied by independent operators under their own terms and conditions. We select our suppliers with care, but we are not liable for their acts or omissions.
12. Our liability
We are liable for the services we provide directly, performed with reasonable skill and care. We are not liable for loss or damage caused by events outside our reasonable control, for personal belongings, or for indirect or consequential losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited.
13. Force majeure
We are not liable for any failure to perform caused by events beyond our reasonable control, including natural disasters, extreme weather, epidemics, civil unrest, strikes, terrorism, government action or transport disruption. In such cases we will refund whatever we are able to recover from suppliers, less any unrecoverable costs.
14. Complaints
Please tell your chauffeur guide or call us immediately during your trip so that we can put things right on the spot. Any unresolved complaint should be sent in writing to ceylongateway@outlook.com within 28 days of your trip ending.
15. Governing law
These terms are governed by the laws of Sri Lanka, and the courts of Sri Lanka have jurisdiction over any dispute arising from them.
Contact us
Ceylon Gateway
Email: ceylongateway@outlook.com
Phone / WhatsApp: +94 77 202 4402 · +94 71 012 8865