Terms & Condition

Booking & Payment

When you make a booking, you guarantee that you are over 18 and have the authority to accept, and do accept these conditions on your behalf and on behalf of all members of your party and, further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every party member for whom you are making a booking.

By providing other people’s personal data, you must be sure that they agree to share their data with us. All details provided by you will be used in accordance with our Privacy Notice.

When we are acting as a booking agent, your booking is confirmed and a contract between you and the supplier will exist when we send you a confirmation invoice.

With Sanara Travels you can now book your whole holiday or just the bits that suit you – your accommodation, your car hire and much more depending on your requirement prior to arriving in Sri Lanka. We also do provide you with the option to book any additional services locally, these services will be offered by your travel consultant on an availability basis.

When you book your accommodation, activity, car hire, coach, train, tour, excursion or any other tourist service of a significant value, a booking confirmation will be sent to you within 7 working days. If your booking request is less than 7 days prior to arrival, our travel consultants will process those bookings through our express booking platform and will require credit card or debit card details in order to cover the full cost of your trip.

Please check your confirmation invoice carefully and report any incorrect or incomplete information to us immediately. If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify you before the cancellation fees set out in their booking conditions. Once your holiday is booked with us we will advise you the company Bank details for wire transfer,(Not for last minute bookings less than 14 days) at the same time you have the option to make payment by credit cards through our payment gateway.

We also accept US Dollars, British Pounds, Australia Dollars, NZ Dollars, Euros, & Sri Lanka Rupees if you’re willing to visit our office for any additional services booked. (3% bank charges will apply for credit card payments) Customers must pay all bank charges in the case of a bank transfer. There will be no additional postage fees or booking fees.

Please note that you may be required to present a credit card at the time of check-in at certain hotels, rentals to provide confirmation of authorized card use or to secure any additional charges by the suppliers.

Upon receipt, if you believe that any details on the confirmation or any other or any other document are wrong you must advise us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. It is your responsibility to ensure that any information which is given to you by us or any of our employees or suppliers is passed on to all members of your party. Any information which we give to you shall be deemed as given to each and every party member for whom you are making or have made a booking. We can only liaise with the lead passenger on the booking​.

Pricing

The price of each product or service is regularly reviewed and is subject to change. Promotional or discounted offers on this site are provided at our discretion. All offers are subject to availability and may be withdrawn at any time. For accommodation and ground arrangements Sanara Travels includes all taxes applicable at the time of confirming prices for your enquiries.

The price of your flight may include taxes, fees and charges which are imposed on air transportation by government authorities. They may represent a significant portion of the cost of air travel and are either included in the fare or shown separately on your ticket. You may also be required to pay taxes or fees or other charges not already collected, for example, it is not always possible to include all departure taxes on your ticket(s). In some cases departure taxes must be paid by you locally to the Government of the country you are departing to.

Accuracy

Mistakes can happen, we endeavor to ensure that the details of all products, including prices, displayed on our websites are accurate. However, given the high volume of hotels and other products offered it is inevitable that, in exceptional cases, mistakes will arise. So if any price on your booking confirmation, our website or our booking systems is obviously wrong, a booking made based on that price won’t be valid, we can cancel it and refund you unless you want to pay the correct price. However we at Sanara Travels will always try to work around it with alternative packages at the same price on availability, unless the customer agrees not to proceed. In such cases our management always looks for methods that benefit the customer, but will be open to discuss such issues if it raises.

​Changes or Cancellations by You

If you wish to change any part of your confirmed arrangements or cancel them, you must inform us in writing as soon as possible and we will liaise with any applicable supplier on your behalf. This should be done by the first-named person on the booking. Whilst we will do our best to assist, we cannot guarantee that any supplier will be able to meet your requested change as amendments can only be accepted in accordance with their terms and conditions.

Some changes, such as check-in at a later date than planned, will be treated as a cancellation and you will need to pay a cancellation fee. If your new accommodation after a date change is cheaper than the original booking we at Sanara Travels will always liaise with the hotels in accordance with their terms and conditions to offer that benefit to our customers.

If your change means that fewer guests will be on your booking and your accommodation is priced based upon how many guests are traveling, we will recalculate the total price and the price per person may go up. This extra price isn’t a termination fee. You will also need to pay the appropriate proportion of the cancellation fee for the adult who has canceled.

You may transfer your booking to someone else if you give us at least 2 working days’ notice in writing or by email and the new lead name accepts the transfer and the terms of Our Agreement. You will be responsible, together with the new lead name, for our amendment fees and any costs as a result of the change which will be done at the minimum to benefit the customer.

If your Supplier Changes or Cancels

We will inform you as soon as reasonably possible if any supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and any applicable supplier in relation to any alternative arrangements offered but we will have no further liability to you. We regard your holiday seriously, but we reserve the right to cancel your holiday because of unforeseen circumstances if the suppliers don’t meet up to our regulations. In this event we will return all money paid by you and, wherever possible, offer an alternative holiday of comparable type and quality for your consideration. We cannot be held liable for any incidental expenses that you may incur during arrangements for a holiday that is subsequently canceled by us.

Passport, Visa & Health Requirements

It is your responsibility to check and fulfill the passport, visa, health, and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy prior to travel to Sri Lanka or the countries you are visiting. Sri Lanka now requires a minimum of 5 days in the country and a negative COVID test report submitted 72 hrs prior to travel for visa requirements.  

Pre-Travel Advice

The Foreign and Commonwealth Travel Advice Unit may have issued information about your holiday destination. You are advised to check whether or not such information has been issued on the Internet from your government prior to travel. Alternatively, you can contact the respective Sri Lankan consulate for further details. It is your responsibility to check any advice issued by the Foreign office and we accept no responsibility for this.

Terrorism & Personal

Your personal safety is our prime concern for Sanara Travels. If your government body advises –after your booking has been made — against travel to Sri Lanka we will guarantee the following refunds in the event of a cancellation by you or us. This clause overrides other cancellation clauses:

• Two months or more before travel: 100 percent of the holiday cost.
• Less than one month before travel: Minimum 75 percent of holiday cost.
• During your holiday: All recoverable costs

Complaints

We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) immediately who will endeavor to put things right. If your complaint is not resolved locally, please contact your tour guide, driver or our offices at Sanara Travels as soon as possible. Failure to do so will affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract. If the problem cannot be resolved and you wish to complain further. You must send a formal written notice of your complaint to us at our office within 21 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you.

Travel Insurance

We strongly recommend that you do not travel without adequate Travel Insurance for your own protection and peace of mind, please be aware that some airlines may not allow you to travel without insurance. It is your responsibility to ensure that you purchase adequate travel insurance for your needs. With the current COVID regulations a travel insurance is a must for future travel.

Proof of Purchase

You should ensure that you travel with your booking confirmations, e-tickets, and any other travel documentation (including your passport) at all times. We will not be liable for any supplier not providing you with the booked product or service if you do not produce such documentation. However, in the event of a round trip where we have a full time driver guide this may not be required in most places as our driver will have all the relevant documents given by Sanara Travels for the services booked.

No Show

If you have a booking for any of our products or services, including flights, car hire, accommodation, and packages, but you do not show up to check-in, collect the car or otherwise do not avail yourself of such product or service, you will not be entitled to any refund from us. Certain airlines may also cancel the return portion of your ticket if you fail to inform them about the matter. Only you can use your accommodation. No-one else can stay there. You are responsible for any damage to your accommodation or its contents during your stay.

Your Behavior

We can refuse to accept you or continue dealing with you if we, or another person in authority, believe your behavior (by any form of communication or in person) is disruptive. If you are disruptive on your stay we can remove you from your accommodation. You will not be entitled to any refund in either case and we will not provide compensation or meet any costs or expenses. If you are disruptive you will be responsible for any damages, costs and expenses (including legal expenses) incurred as a result, including for example cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any guest, members of staff or agent affected by your actions. Disruptive behavior includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any guest, members of staff or agents or putting any of them in danger.

Infant Fares/Rates

Infants must be under 3 years old on the return date of travel. If your child celebrates his or her 3rd birthday while on holiday, you must book and pay the appropriate child fare. Charges for infants vary depending on the route and length of flight and will be advised in the booking process. Infants are not entitled to their own seat and must travel on an adult’s lap. If you require a seat for your infant while on tour in your vehicle we could provide a baby seat at nominal cost on request.

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Child Rates/ Fares

Children must be 3 – 11 years old on the return date of travel to qualify for any applicable child rate reduction. Children aged 12 years and older pay the full rate and have their own seat and also have a full baggage allowance and will occupy separate beds in the hotels.

Communications

The email address that you provide with your booking will be used for all future communication with you, including any changes and additional information on your flights and/or hotel bookings. It is, therefore, your responsibility to ensure that you check your email on a regular basis, and also notify us should your email address change.

 Special Requests & Disabilities

Please advise us of any special requests and we will pass these on to the relevant supplier. However, we cannot guarantee your special request as we do not have any direct control over the manner in which the services are provided. We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements.  We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

Force Majeure

We cannot accept responsibility for Force Majeure – defined in these booking conditions as any specific event which we, as the supplier of the services, could not reasonably have foreseen, influenced or avoided. These include war, or threat of war, riots, civil strife, terrorism, contamination, extreme or unusual weather conditions, industrial disputes, changes to sports itineraries, natural and nuclear disasters, fire, flight cancellations or rescheduling by airlines or any similar event beyond our control.

Nature of Travel Abroad

Holidays offered by Sanara Travels can range from luxury tours to itineraries for the more budget-conscious. We will make every effort to ensure that our planning is meticulous. But amenities and infrastructure in many of the destinations offered can at times be comparatively underdeveloped. Delays, moments of discomfort and risk can naturally occur in all travel. Sri Lanka is a tropic, insects in rooms are common. Travelers booking any of our arrangements implicitly accept this as a fact of life. Clients are advised to take sensible provisions at all times, and before booking a holiday should take steps to familiarize themselves with up-to-date information from sources such as the Foreign Office.

Modifications  of the Terms and Conditions

These terms of our agreement may be varied at any time by Sanara Travels at its own discretion. In this case, the new terms of our agreement will be available on our website and will automatically apply to you with immediate effect, except for if you booked your accommodation with us before the date of publication of the new terms, in which case the previous accepted version of our agreement remains applicable.