Booking Terms and Conditions

Last updated: April 25, 2025

YOUR LEADER

Tourstro is a leading registered travel agency in Sri Lanka that specialises in providing services to foreign visitors and various tour operators. Tourstro is committed to providing an exceptional travel experience from meticulously organising tours to flawlessly executing them perfectly. Before booking your tour with Tourstro, please take a moment to review our terms and conditions below.

CONFIRMATION OF BOOKING

After making the down payment for your booking, Tourstro will send you a confirmation, which acts as your agreement. Please take a moment to double-check the details, especially the guest's full name and passport information. If you spot any errors, kindly inform your tour consultant immediately to avoid inconveniences for both parties.

DEPOSITS & PAYMENT POLICY

The guest is required to pay a deposit of USD 100 online to book their tour. Once the payment is confirmed, your tour consultant will issue a corporate invoice with all the relevant details and a voucher containing further information about the tour. The remaining balance must be paid in full within two days of the guest's arrival in Sri Lanka. By making such a deposit, the guest confirms that he has accepted and agreed to all the payment terms and conditions of the company.

Key points:

  • Since a down payment is required to book the tour, the booking will be confirmed only after the reservation payment.
  • In the case of an online bank transfer, the client must ensure that all applicable bank fees are paid.
  • When paying after arrival to Sri Lanka, you must use your country's cash. If paying in Sri Lankan currency, pay at the prevailing dollar rate.
  • There are no other additional booking fees or hidden charges.

CANCELLATIONS

a) Cancellation by Tourstro

At Tourstro, we are committed to safeguarding the security of your travel booking in good faith. However, please be aware that we reserve the right to cancel your booking in the event of force majeure. In the likely event of cancellation, we will refund all payments made to Tourstro and, where possible, offer the guest an alternative booking of equal quality. Please note, however, that we will not be held liable for any incidental costs you may incur due to our cancellation.

b) Cancellation by Client (You)

If at any time you need to cancel your booking, please inform your travel agent. You can cancel your booking after informing her. Please be mindful of the date you inform the office as the cancellation fee will be determined by the time you cancel your trip.

More details on this are as follows:

  • If you cancel 60 days or more from the date of your booking: 100% of the payment you made to the company for the cancelled trip will be refunded.
  • If you cancel 30-59 days from the date of your booking: 95% of the payment you made to the company for the cancelled trip will be refunded.
  • If you cancel less than 30 days from the date of your booking: 90% of the payment you made to the company for the cancelled trip will be refunded.
  • No refund will be given if you cancel your booking within 7 days or less.
  • Please note that in case of other types of cancellations, whether a refund is made directly or indirectly, it will be determined on a case-by-case basis. In particular, in case of early departure from Sri Lanka or late arrival in Sri Lanka, any amount charged to you will not be refunded.

In the event of an emergency cancellation, it is mandatory to notify the company via the TourStro email address immediately. In the event of cancellation by the tour leader for any reason, we will each be equally responsible for the cancellation costs.

In the event that you are unable to proceed with your tour due to unforeseen circumstances, Tourstro will issue a full refund of your payment, provided we are notified at least 21 days before your scheduled arrival in Sri Lanka.

CHANGES TO ITINERARIES

a) Itinerary changes made by Tourstro

At Tourstro, we are committed to maintaining the highest standards of professionalism. We always strive to provide a flawless itinerary and will only make changes in consultation with you if unforeseen or unavoidable circumstances arise. Any changes will be made with your best interests in mind, ensuring that they match your original plans as closely as possible. If one of our recommended accommodations is unavailable, we will find a suitable alternative. If the new hotel is less expensive than the original, we will only charge you for the necessary expenses and refund you the difference.

b) Itinerary changes made by Client (You)

At Tourstro, we understand that flexibility in your itinerary is important to you. We allow you to tailor your trip according to your needs and preferences. We are committed to accommodating your requests for additions or changes once the itinerary is set. Should any changes affect the cost, we will inform you in advance.

c) Information Provided by Tourstro

As a leading travel company in Sri Lanka's tourism industry, Tourstro is dedicated to providing our clients with the highest level of service, ensuring minimal errors and omissions. If any issues or discrepancies are identified in the itinerary or elsewhere, we will promptly inform you and take steps to correct them. All information and advice Tourstro provides are based on accurate, internal sources and are given without liability. Therefore, Tourstro cannot be held responsible for the opinions or actions of external customers or third-party intermediary companies. Additionally, in the event of a sudden power outage or other reasonable cause, if certain services or facilities advertised are not provided, Tourstro will not be held liable.

d) Information Provided by Client (You)

You must ensure that all the information you provide to organize your trip is accurate and truthful. Your privacy is our priority, and we ensure that all personal information remains confidential. We only ask for the essential information needed to organize and book your trip, and we assure you that we will not share it without your consent. We have a strict anti-fraud policy and take all necessary precautions to prevent the misuse of sensitive information such as credit card details.

ACCOMMODATION

Accommodation is available for any tour package you choose. However, we recommend reviewing the accommodation details carefully before confirming your booking. Once your tour package is confirmed, we will book all hotels. Subsequently, hotels cannot be changed before or after your arrival in Sri Lanka. However, Tourstro will try to find a suitable alternative within the same category if the guest wishes to change a hotel. Any additional costs associated with this change will be the guest's responsibility.

Early check-in

According to the hotel's general conditions, you can enter the bedroom after 2:00 PM. Please let us know if you want to check in the room before that time. So we can discuss it with the hotel and make arrangements. However, you will have to pay an additional fee for it.

Late check-out

If you check out after 12 noon or before 6 pm, they will charge you 50% of the total room rate. If you do not leave the room before 6 pm, you will be charged the full room rate.

FORCE MAJEURE

The Tour Operator, Tourstro, shall not be liable for any direct or indirect financial loss or damage to any person or property, whether direct or indirect, arising out of or in connection with any event of force majeure, including but not limited to acts of God, acts of war or warlike operations, mechanical breakdowns, terrorist activities or threats thereof, civil commotions or disturbances, labor disputes, acts of government, political unrest, riots, acts of government intimidation, fires, weather conditions or any other cause beyond the reasonable control of the Tour Operator. In addition, the Tour Operator shall not be liable for any event which, despite all reasonable care, the Tour Operator or any third party service provider could not have foreseen. These events, individually or collectively, shall be deemed to be "force majeure".

CHECK THE LIST FOR ESSENTIALS

Please check your flight tickets for your trip as soon as you receive them. This is an important part of organizing your entire trip. In some cases, even after everything is planned, the airline may make changes to the schedule. The client should be aware of this and Tourstro will not be held responsible for this. It is your primary responsibility to inform us of any changes during your flight. In addition, you should ensure that you have all the necessary passports, visas, insurance details, etc. for your trip in order.

MEDICAL INFORMATION

It is your responsibility to select the activities that best suit your interests and abilities from the options we suggest or other activities available in Sri Lanka. We recommend assessing your physical fitness before engaging in any tourist activities or visiting destinations. To ensure your health and safety, consulting with a doctor. Please note that Tourstro does not provide medical advice. We only offer information on the risks and requirements of your itinerary for each activity or location. The responsibility for your health and safety rests with you.

TRAVEL INSURANCE

We highly recommend that you purchase a comprehensive travel insurance plan that covers essential matters such as trip cancellations, loss of personal belongings, and any potential injury or death that could occur during your trip.

CONTACT US

If you have any questions about these Terms, please contact us at:

Email: contact@tourstro.com
Phone: +9470 777 8888
Address: No 271/1 Peradeniya Road, Kandy, Sri Lanka