Website and Booking Terms and Conditions

1. About RTC and scope of these Terms

Routes to Ceylon (Private) Limited ("RTC", "we", "us" or "our") is a Sri Lankan inbound tour operator and destination management company that designs, coordinates and arranges travel services, including accommodation, transportation, guiding, excursions, experiences and related ground services.

These Terms apply to website users and persons who request or purchase Services directly from RTC, including a person booking for other Travellers or for a private group. They do not replace a separate agreement between RTC and an overseas travel agent, tour operator or other trade partner.

Company details: Routes to Ceylon (Private) Limited, company registration number PV 00217491, No. 185/4A, Havelock Road, Colombo 05, Sri Lanka. Website: https://routestoceylon.com. General email: info@routestoceylon.com. Tailor-made inquiries: tailor-made@routestoceylon.com. Telephone: +94 11 226 8269.

2. Definitions

• Booking Documents: the written quotation, proposal, itinerary, invoice, confirmation, voucher, service order, cancellation schedule, special offer conditions, or signed agreement issued or accepted by RTC for a particular booking
• Client: the individual who contracts directly with RTC, or a person or private group organiser authorised to book directly for one or more Travellers
• Traveller: each person who uses or is intended to use any Service arranged under a booking
• Services: the travel, tourism and related services identified in the Booking Documents
• Supplier: an independent hotel, transport provider, airline, railway, guide, activity operator, attraction, restaurant, insurer, payment provider or other third party involved in a Service
• Force Majeure Event: an event beyond the reasonable control of the affected party, as further described in these Terms

3. Acceptance, age and authority

By using the website to submit an inquiry, accepting a quotation, instructing RTC to proceed, making or authorising a payment, or using any confirmed Service, the Client confirms that these Terms and the relevant Booking Documents have been made available and accepted.

The person making a booking must be at least 18 years old and legally capable of entering into a contract. A person booking for other Travellers warrants that the person has authority to provide instructions and information for them, has brought the relevant booking conditions and privacy information to their attention, and will communicate all confirmations, changes, safety information and notices to them promptly.

A Client booking for another Traveller confirms that the Client is authorised to provide that Traveller's information and instructions, will communicate the Booking Documents and Privacy Policy to the Traveller, and remains responsible for the booking payment unless RTC agrees otherwise in writing.

4. Website use and information

The website provides general information and examples of tours, destinations and Services. Website content is not, by itself, a binding offer or confirmation. Services remain subject to availability, suitability, applicable permits, Supplier confirmation and written confirmation by RTC.

RTC takes reasonable care to keep website information accurate, but descriptions, photographs, maps, travel times, facilities, opening hours, schedules, wildlife references and destination information may change. Images may be illustrative. RTC may correct an obvious error or update information when identified, while respecting any confirmed contractual rights.

The website must not be used unlawfully, fraudulently, to interfere with its operation, to introduce malicious code, to collect data without authority, or to copy or commercially exploit content without written permission.

5. Quotations, availability and contract formation

Unless the quotation states otherwise, a quotation is an invitation to book and is valid only for the period stated in it. Availability is not guaranteed until RTC issues written confirmation and receives any required deposit or payment in cleared funds.

For a direct booking made more than 30 days before arrival, a contract comes into existence only when RTC has received the required 50 percent advance payment in cleared funds and issues the final confirmation voucher together with the payment receipt. For a direct booking made within 30 days of arrival, RTC must receive 100 percent of the total invoice value in cleared funds before issuing the final confirmation voucher. Until that voucher is issued, an inquiry, preliminary itinerary, quotation, tentative reservation, option, payment request or pro forma invoice is not a confirmed booking.

The Client must immediately check names, dates, room categories, meal plans, transport, flight or train details, inclusions, exclusions, special requests and prices shown in the Booking Documents. Any error must be reported promptly. RTC is not responsible for avoidable loss caused by the Client's failure to identify an error that was reasonably apparent from the confirmation.

6. Order of precedence and specific terms

If documents conflict, the following order applies unless expressly agreed otherwise: first, a signed agreement or written amendment for the specific relationship; second, the latest final booking confirmation and expressly stated special conditions; third, the accepted quotation, itinerary and invoice; fourth, these Terms; and fifth, relevant Supplier terms for the individual component.

Special promotions, peak-season bookings, villas, charter services, rail tickets, domestic flights, events, permits and certain hotels or activities may carry stricter payment, amendment, cancellation, age, baggage or conduct conditions. Material special conditions will be identified in the Booking Documents. A copy or reasonable summary of relevant Supplier conditions is available on request before confirmation.

No oral statement or informal message changes a confirmed contract unless an authorised RTC manager confirms the change in writing. Drivers, guides, hotel staff, Suppliers and unauthorised employees cannot vary these Terms, admit liability, settle a claim or commit RTC to a refund or payment on RTC's behalf.

7. Prices, currencies, taxes and errors

Prices are stated in the currency and on the basis shown in the Booking Documents. Unless expressly included, prices exclude charges imposed on the Client by the Client's bank, card issuer or currency-conversion provider, withholding taxes, personal expenses, gratuities, visa costs, insurance and Services not listed as included.

A quotation may be based on Supplier rates, exchange rates, government taxes, levies, entrance fees and fuel or transport costs prevailing on its issue date. Before confirmation, RTC may revise the quotation if those assumptions change. After confirmation, RTC will not change the price except where the Booking Documents permit a lawful surcharge or where a new or increased government tax, compulsory fee or Supplier charge outside RTC's reasonable control directly affects the booking. RTC will explain any material adjustment and the available options.

If a price or description contains an obvious clerical, calculation or system error, RTC may correct it before confirmation. If discovered after confirmation, RTC will promptly notify the Client and offer a reasonable corrected arrangement or cancellation of the affected Service with an appropriate refund, subject to applicable law and amounts already irrevocably committed with the Client's knowledge.

8. Payments and payment security

Direct bookings made more than 30 days before arrival require a 50 percent advance payment of the total invoice value before RTC places the booking and issues the final confirmation voucher. The remaining 50 percent must be received in cleared funds no later than 30 days before arrival. A direct booking made within 30 days of arrival requires 100 percent payment in cleared funds before confirmation.

Payments are accepted in United States Dollars (USD) or Euros (EUR) by bank transfer or by a credit-card payment link provided through RTC's bank. The Client bears transfer and correspondent-bank charges and any card-issuer or currency-conversion charges imposed on the Client. RTC may pass on an RTC-side bank or payment-provider charge only if the amount or method of calculation is clearly stated in the Booking Documents before payment and the charge is permitted by applicable law. RTC must receive the full invoiced amount in cleared funds, without deduction or set-off except where required by law.

If a payment is overdue, RTC may give notice requiring payment within a reasonable period. If payment is still not received, RTC may suspend arrangements, release reservations or treat the booking as cancelled, in which case the applicable cancellation charges may arise. Receipt of funds will be acknowledged by RTC, but an acknowledgement alone is not a final confirmation voucher.

Payment must be made only to a bank account or bank-provided payment channel formally stated on an RTC invoice or confirmed through RTC's official contact details. Payment to a personal account, an unauthorised employee, guide, driver, Supplier or other third party does not discharge the Client's payment obligation unless RTC expressly authorised it in writing. Any requested change of bank details should be independently verified by calling RTC through the official number published on its website.

9. Client-requested amendments

A request to change names, dates, rooming, route, Services or Traveller details must be made in writing by the Client or its authorised contact. RTC will use reasonable efforts to assist but cannot guarantee that a change will be possible.

RTC does not charge its own administration fee for an amendment. The Client remains responsible for any additional Supplier charge, price difference, tax or cancellation charge caused by the requested change. A change is effective only when RTC confirms it in writing and any required additional payment is received.

A name change will not normally be treated as a cancellation. A travel-date change requested within a cancellation period may be treated as cancellation and rebooking for the affected Services. RTC will explain the known consequence before processing the change.

10. Cancellation by the Client

Cancellation must be sent in writing by the Client or authorised booking contact. It takes effect when received by RTC during normal business hours; a message received outside normal hours is treated as received on the next business day unless RTC confirms earlier receipt.

The following standard cancellation schedule applies to the total confirmed booking value unless the Booking Documents expressly provide a different schedule that the Client accepted before confirmation:

• 45 days or more before arrival: No standard tour cancellation charge. A payment-provider or bank charge that was disclosed and cannot be recovered may be deducted where permitted by law.
• 30 to 44 days before arrival: 50 percent cancellation charge.
• 21 to 29 days before arrival: 60 percent cancellation charge.
• 20 days or fewer before arrival, or no-show: 100 percent cancellation charge.

RTC ordinarily does not arrange international flights, except where a specified one-way Maldives flight is included. Hotels, Maldives flight sectors, rail tickets, permits, excursions, guides, vehicles and activities are subject to the cancellation schedule above unless a different material condition is clearly disclosed and accepted before confirmation. A late arrival, early departure or voluntary non-use of a confirmed Service is treated as cancellation on the date of service and may attract a charge of up to 100 percent of the affected Service.

11. Changes or cancellation by RTC

Travel arrangements may require operational changes. RTC may make a minor change that does not materially reduce the overall value or character of the booking and will notify the Client when reasonably practicable.

If a material component becomes unavailable, RTC may offer a reasonably comparable alternative. If the replacement is of materially lower value, RTC will make an appropriate price adjustment. If no reasonable alternative can be secured, RTC may cancel the affected component and refund the amount attributable to it, subject to the Force Majeure clause and applicable law.

RTC may suspend or cancel a booking for non-payment, material breach, fraud, illegality, abusive or dangerous conduct, or a genuine safety or security concern. The Client remains responsible for costs and losses reasonably arising from its breach or conduct.

12. Refunds, unused Services and chargebacks

Any refund is calculated after applying the applicable Booking Documents, Supplier terms and these Terms. Refunds will normally be returned to the original payer and original payment method, where reasonably possible.

Where a refund depends on recovery from a Supplier, RTC will take reasonable steps to seek recovery and will account for monies actually recovered, less lawful and disclosed charges. Once entitlement and final deductions are established, RTC aims to process the balance within 60 business days. Processing may take less time or may reasonably take longer where required by banking, card-network, Central Bank, tax-authority, exchange-control or Supplier procedures; RTC will provide an update if a material external delay occurs.

Except where the failure is attributable to RTC or applicable law requires otherwise, no refund is due for a Service missed or unused because of the Traveller's late arrival, early departure, illness, change of mind, document problem, conduct or independent travel arrangement.

Before initiating a payment dispute or chargeback, the Client should give RTC a reasonable opportunity to investigate and resolve the matter. A chargeback made fraudulently, in bad faith, or after the relevant Service was properly supplied does not remove the underlying debt, and RTC may recover reasonable costs incurred in responding to it. This does not restrict any legitimate cardholder right.

13. Independent Suppliers and RTC's role

Many travel components are performed by independent Suppliers. RTC does not own or control their premises, vehicles, equipment or personnel unless the Booking Documents expressly state otherwise. Supplier terms may apply to the relevant component in addition to these Terms.

RTC will exercise reasonable care in selecting, booking and coordinating Suppliers within the scope of the confirmed Services. RTC is responsible for its own acts and omissions to the extent required by the contract and applicable law. RTC is not responsible for a Supplier's independent act or omission where RTC exercised reasonable care and no applicable law makes RTC responsible for that act or omission.

If a Supplier fails or a dispute arises, RTC will provide reasonable assistance, including contacting the Supplier and helping to identify a practical alternative where available. Nothing in this clause excludes a non-waivable legal duty of RTC.

14. Accommodation, transport, guides and schedules

Accommodation classifications, room sizes, bedding, extra beds, adjoining or connecting rooms, views, facilities and service standards vary by property and destination. A request is not guaranteed unless specifically confirmed in writing. Check-in and check-out times and property rules apply.

Transport times, routes and pickup times are estimates and may be affected by traffic, road conditions, weather, public events, security, railway or airline operations and other circumstances. Travellers must be ready at the stated time and promptly notify RTC if delayed. RTC is not responsible for a missed connection caused by the Traveller's delay or by an independent arrangement not disclosed to RTC.

Guides and drivers must operate within applicable laws, licence conditions, safety requirements and duty-hour limits. A Traveller must not request speeding, unsafe driving, unlawful access, unlicensed guiding or any act that may endanger persons, property, wildlife or the environment.

15. Activities, wildlife and inherent travel risks

Travel and activities may involve inherent risks, including uneven terrain, weather, heat, water, wildlife, remote areas, road travel and variable local infrastructure. The Client must review the itinerary, disclose relevant mobility, medical or accessibility needs before confirmation, and decide whether each Traveller is reasonably capable of participating.

Wildlife sightings, weather conditions, train operations, road access, natural attractions, cultural events and similar experiences cannot be guaranteed. Their absence or alteration is not by itself a failure by RTC if the Service was arranged and performed with reasonable care.

Adventure, water-based, aerial, wildlife and specialist activities may require additional Supplier terms, age or fitness limits, insurance, safety briefings or waivers. Travellers must follow lawful safety instructions. RTC will use appropriately licensed or approved specialist operators where required by applicable tourism rules.

16. Travel documents, health, insurance and special requirements

Each Traveller is responsible for valid passports, visas, permits, vaccination or health requirements, immigration compliance and accurate names matching travel documents. General information from RTC is not legal, immigration or medical advice and should be verified with the relevant authority.

Comprehensive travel insurance is strongly recommended from the date of booking and may be mandatory for higher-risk Services. Insurance should reasonably cover cancellation, curtailment, medical treatment, evacuation, baggage, personal liability, activities and Force Majeure-related disruption. RTC is not responsible for the adequacy of a policy selected by the Client.

Medical conditions, allergies, dietary needs, disabilities, pregnancy, reduced mobility and other material requirements should be disclosed before booking. RTC will use reasonable efforts to communicate and accommodate them but cannot guarantee a request unless confirmed. RTC may decline an activity where a Supplier reasonably considers participation unsafe.

17. Traveller conduct, property and compliance

Travellers must comply with applicable law, immigration and customs rules, accommodation and Supplier rules, cultural-site requirements, environmental and wildlife rules, and reasonable safety instructions.

RTC or a Supplier may refuse or terminate a Service where conduct is unlawful, fraudulent, abusive, discriminatory, threatening, seriously disruptive, unsafe, damaging or likely to cause material distress or danger. In that event, RTC has no obligation to provide further Services or a refund for the affected unused Services, except where required by law, and the Client is responsible for reasonable additional costs.

The Client is responsible for loss of or damage to property caused by a Traveller, except to the extent caused by another party's fault. RTC may recover documented repair, replacement, cleaning, legal and related costs for which the Client is responsible.

18. Force Majeure

A Force Majeure Event includes a natural disaster, extreme weather, flood, fire, epidemic or pandemic, war, terrorism or credible threat, civil unrest, government action, border or site closure, curfew, strike, transport interruption, fuel or utility disruption, cyber incident, public-health measure, or another event beyond the reasonable control of the affected party.

A party affected by a Force Majeure Event is not liable for delay or non-performance to the extent caused by the event, provided that it takes reasonable steps to notify the other party, mitigate the effect and resume performance when reasonably possible.

RTC may adjust, postpone, substitute or cancel affected Services for safety or operational reasons. The Client is responsible for reasonable additional costs of alternative arrangements requested or accepted, unless those costs arose from RTC's breach. Refunds or credits depend on applicable law, the Booking Documents and monies recoverable from Suppliers; RTC will not retain recovered amounts that are properly due to the Client after lawful deductions.

19. Complaints, notice and opportunity to remedy

A Traveller who experiences a problem must, where reasonably possible, immediately notify the relevant Supplier and RTC through the emergency contact or booking contact, preferably within 24 hours of becoming aware of the issue. This gives the Supplier and RTC an opportunity to investigate and provide a practical remedy while the Traveller is still receiving the Service.

The Client should submit the complaint in writing during the tour to guestrelations@routestoceylon.com, quoting the booking reference and providing dates, a clear description, photographs or other evidence, relevant messages, receipts and the remedy requested. RTC will normally begin its investigation and provide an initial response within 48 hours, although a complex matter or a response dependent on a Supplier may require additional time.

If it was not reasonably possible to provide a complete written complaint during the tour, or if the matter remains unresolved when the tour ends, the Client should provide the complete supporting information within 14 days after the final affected Service. The Client must take reasonable steps to preserve evidence and reduce avoidable loss. This internal notification period does not reduce any longer period available under applicable law or for a complaint to a statutory authority.

Failure to give prompt notice does not remove any right that cannot lawfully be waived. However, to the fullest extent permitted by law, RTC is not responsible for loss that could reasonably have been avoided or reduced if timely notice had been given, and a claim may be reduced or rejected to the extent that the delay materially deprived RTC or the Supplier of the opportunity to investigate, verify, correct or mitigate the issue.

RTC may investigate, arrange assistance, offer an alternative, make a refund or provide a goodwill gesture without admitting legal liability. No admission, settlement or waiver binds RTC unless it is expressly confirmed in writing by the Chairman or a person specifically authorised in writing by the Chairman.

20. Liability and lawful limitations

Nothing in these Terms excludes or restricts liability for death or personal injury caused by RTC's negligence, fraud or fraudulent misrepresentation, wilful misconduct, or any other liability that cannot lawfully be excluded or restricted.

Subject to the preceding paragraph, RTC is responsible only for direct loss that was reasonably foreseeable and was caused by RTC's breach of contract, negligence or other proven legal fault. RTC is not responsible to the extent that loss was caused or increased by the Client, a Traveller, an undisclosed condition, an independent arrangement, a Force Majeure Event, or a third party for whom RTC is not legally responsible.

Where a proven failure is limited to a particular hotel stay, excursion, guide, vehicle, activity or other component, any refund or price reduction will ordinarily be assessed by reference to the affected component and the extent to which it was not properly supplied, rather than the value of Services properly performed or used. No refund is due for a Service properly performed and utilised, subject always to applicable law and any proven additional remedy that cannot lawfully be excluded.

Any limitation or exclusion in a Supplier's terms applies only to the extent it was properly incorporated, is relevant to the Supplier's Service and is lawful. The Client must take reasonable steps to mitigate loss. Consumer and other statutory rights remain unaffected.

21. Client responsibility for loss caused

To the extent permitted by law, the Client is responsible for a documented third-party claim, fine, damage or reasonable cost directly caused by the Client's or a Traveller's unlawful or fraudulent act, deliberate misuse of a Service, unauthorised use of another person's information, or damage to property.

This responsibility does not apply to the extent the relevant loss was caused by RTC's or a Supplier's negligence, breach, fraud or wilful misconduct, and it does not require a consumer to assume liability that the law does not permit RTC to transfer.

22. Personal data and privacy

RTC processes personal data for inquiries, tailor-made quotations, bookings, service delivery, payments, safety, support, legal and regulatory compliance, fraud prevention and legitimate business administration, in accordance with applicable data protection law and RTC's published Privacy Policy.

To provide Services, RTC may share necessary personal data with hotels, transport providers, guides, activity operators, airlines, railways, attractions, payment and technology providers, insurers, professional advisers and public authorities in Sri Lanka or another country. Some transfers are necessary to perform the booking or respond to an emergency.

The Client must provide accurate information and avoid providing sensitive medical or other data unless reasonably necessary. Where the Client provides data about another person, the Client confirms that the person has been appropriately informed and that the disclosure is lawful. Marketing messages will be handled separately from essential booking communications and in accordance with applicable consent or opt-out requirements.

23. Intellectual property and third-party links

Unless stated otherwise, RTC owns or is licensed to use the website's text, itineraries, branding, layout, photographs and other content. Content may be viewed and printed for personal booking purposes but may not be copied, republished, resold, scraped, altered or commercially exploited without written permission.

Third-party names, logos and content belong to their respective owners. Links to third-party websites are provided for convenience and do not mean that RTC controls or endorses their content, security, privacy or availability.

24. Electronic communications and authorised instructions

The Client agrees that quotations, confirmations, invoices, vouchers, notices and other communications may be provided electronically. Subject to applicable law, electronic records and communications may satisfy a requirement for writing.

RTC may reasonably rely on instructions sent from the email address, telephone number or messaging account nominated for the booking until RTC is told in writing that the account is compromised or the authorised contact has changed. RTC may require identity or authority verification before acting on a sensitive instruction, refund request or bank-detail change.

Automated acknowledgments do not constitute acceptance or confirmation. Only a communication issued or expressly confirmed by an authorised RTC representative binds RTC in relation to a booking, variation, refund, admission or settlement.

25. Suspension and termination

RTC may suspend website access, an inquiry or performance of a booking where reasonably necessary to address security, fraud, non-payment, illegality, safety, abusive conduct or material breach. Where the problem can reasonably be cured, RTC will normally provide notice and a reasonable opportunity to cure it.

Termination does not affect accrued payment obligations, rights arising from an earlier breach, confidentiality, intellectual property, complaint handling, liability limitations, client responsibility for loss, privacy, governing law or dispute provisions that are intended to continue.

26. Governing law and dispute resolution

These Terms, the Booking Documents and any non-contractual obligation arising from them are governed by the laws of Sri Lanka.

Before commencing formal proceedings, a party should provide a written summary of the dispute and allow the other party's senior management a reasonable opportunity, normally 30 days, to attempt good-faith resolution. This does not prevent urgent protective relief, a time-sensitive statutory complaint or an emergency application.

A Client may pursue any remedy available through a competent court or statutory authority, including the Consumer Affairs Authority where applicable, and nothing in these Terms restricts a non-waivable consumer right. Subject to such rights, the courts of Sri Lanka with competent jurisdiction may hear consumer disputes.

After a dispute has arisen, the parties may agree in writing to mediation or arbitration seated in Colombo, Sri Lanka, in the English language. Arbitration is not compulsory for a direct consumer unless a valid post-dispute agreement is made. Either party may seek urgent interim relief from a competent court.

27. General legal terms

Entire agreement. The Booking Documents and these Terms contain the agreement concerning the confirmed direct-client Services and replace earlier discussions or representations about those Services, except in the case of fraud.

Severability. If a provision is invalid, unlawful or unenforceable, it will be modified to the minimum extent necessary to make it valid where possible, and the remaining provisions continue in effect.

No waiver. A delay, omission, investigation, assistance or goodwill gesture does not waive a right. A waiver is effective only if made in writing by an authorised RTC representative and only for the specific matter stated.

Assignment. The Client may not transfer a confirmed booking or contractual right without RTC's written consent. RTC may assign or subcontract operational performance to a suitable Supplier while remaining responsible to the extent required by law.

Changes to these Terms. RTC may update these Terms for future website use and future bookings. The version made available when a booking is confirmed applies to that booking unless a later change is required by law or is expressly agreed in writing. A change will not retrospectively remove an accrued right.

Language and headings. Headings are for convenience. If RTC provides a translation, the English version prevails to the extent permitted by law unless the parties expressly agree otherwise.

28. Questions, Supplier terms and further information

If any provision is unclear, or if the Client requires a copy or summary of a material Supplier condition, the Client should contact RTC before confirming or paying for the booking. RTC will provide reasonable clarification and any material information reasonably available to it.

A request for further information does not suspend a payment or cancellation deadline unless RTC confirms an extension in writing. Conversely, the statement that further information is available on request does not exclude a right that cannot lawfully be excluded and does not, by itself, incorporate an undisclosed material term.

Official contact details: Routes to Ceylon (Private) Limited, No. 185/4A, Havelock Road, Colombo 05, Sri Lanka; general email info@routestoceylon.com; tailor-made inquiries tailor-made@routestoceylon.com; telephone +94 11 226 8269; WhatsApp and Operations +94 77 018 3585. Complaints and Guest Relations: guestrelations@routestoceylon.com or +94 77 808 4159. The emergency contacts applicable to a confirmed tour will also be stated in the final confirmation voucher or travel documents.