Policies

Cancellation by Customer:

• 7+ days before departure: Full refund minus payment processing fees (typically 3-5%).
• 3-6 days before departure: 50% refund of total tour cost.
• Within 48 hours or no-shows: No refund available.

Refund Processing:

• Approved refunds will be processed within 7-10 business days to the original payment method.
• Refunds may take an additional 3-5 business days to appear in your account depending on your financial institution.

Force Majeure & Operator Cancellations:

• Force Majeure: Full refund or future travel credit offered if tours are cancelled due to natural disasters, political unrest, pandemics, or other unavoidable circumstances beyond our control.
• Operator Cancellation: Full refund provided if we or our local operators cancel your tour for any reason.

Limitation of Liability:

• SRIWE acts as an intermediary connecting travelers with local tour operators, drivers, and accommodation providers in Sri Lanka. We carefully vet our partners but are not liable for their actions, negligence, or failures.
• We are not responsible for injury, illness, death, loss, damage, delay, or inconvenience arising from acts of God, weather, political unrest, strikes, pandemics, or other circumstances beyond our control.
• Our maximum liability for any claim is limited to the total amount paid for your tour booking.
• We are not liable for lost, stolen, or damaged personal belongings during your tour.

Travel Insurance Recommendation:

• We strongly recommend all travelers purchase comprehensive travel insurance that includes trip cancellation, medical coverage, emergency evacuation, and baggage protection.
• Travel insurance should be purchased at the time of booking for maximum coverage benefits.

Information We Collect:

• Personal Information: Name, email address, phone number, mailing address, date of birth, passport information (when necessary for bookings).
• Travel Preferences: Interests, dietary restrictions, accessibility needs, and other preferences to customize your experience.
• Payment Information: Credit card details and billing information (processed securely through Stripe; we do not store full payment card details).
• Usage Data: IP address, browser type, pages visited, and interaction with our website (via cookies and analytics tools).

How We Use Your Information:

• Process and manage your bookings and payments
• Communicate with you about your trip, including confirmations, updates, and support
• Share necessary information with our local partners (drivers, hotels, tour operators) to fulfill your booking
• Improve our services and website functionality
• Send promotional emails (you may opt out at any time)

Information Sharing:

• Service Providers: We share information with trusted third parties including payment processors (Stripe), local tour operators, hotels, and drivers to fulfill your booking.
• Legal Compliance: We may disclose information if required by law or to protect our rights and safety.
• No Selling: We do not sell, rent, or trade your personal information to third parties for marketing purposes.

Data Retention:

• We retain your personal information for as long as necessary to provide services and comply with legal obligations (typically 7 years for financial records).
• You may request deletion of your data at any time by contacting customerservice@sriwe.com, subject to legal retention requirements.

Your Rights (GDPR/CCPA):

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate data
• Deletion: Request deletion of your data (subject to legal requirements)
• Portability: Request transfer of your data to another service
• Opt-Out: Unsubscribe from marketing communications
• To exercise these rights, contact customerservice@sriwe.com

Cookies & Tracking:

• We use cookies and similar technologies to improve website functionality, analyze usage, and personalize your experience.
• You can control cookies through your browser settings, though some features may not function properly if disabled.

Acceptance of Terms:

• By using our website or booking services, you agree to these Terms of Service and all policies referenced herein.
• If you do not agree, please do not use our services.

User Obligations:

• Provide accurate, complete, and current information when making bookings
• Maintain the confidentiality of your account credentials
• Use our services only for lawful purposes
• Not engage in fraudulent, abusive, or disruptive behavior

Our Rights:

• We reserve the right to refuse service, cancel bookings, or terminate accounts for violations of these terms, safety concerns, or operational reasons.
• We may modify these terms at any time. Continued use after changes constitutes acceptance.
• We may update pricing, itineraries, and service offerings without prior notice.

Intellectual Property:

• All content on this website (text, images, logos, design) is owned by SRIWE or licensed to us and protected by copyright and trademark laws.
• You may not reproduce, distribute, or create derivative works without our written permission.

Dispute Resolution:

• Governing Law: These terms are governed by the laws of the State of California, USA, without regard to conflict of law principles.
• Jurisdiction: Any disputes shall be resolved in the state or federal courts located in San Bernardino County, California.
• Informal Resolution: Before filing any legal claim, you agree to first contact us at customerservice@sriwe.com to attempt informal resolution.

Indemnification:

• You agree to indemnify and hold SRIWE harmless from any claims, damages, or expenses arising from your violation of these terms, misuse of services, or violation of any laws.

Severability:

• If any provision of these terms is found to be unenforceable, the remaining provisions shall remain in full effect.