Terms of service.

1.About us and these terms

Ceylon Envoy is Ceylon Envoy LLC, registered at 30 N Gould St Ste R, Sheridan, WY 82801, United States. You can reach us at concierge@ceylonenvoy.com or on WhatsApp at +94 77 567 1016.

These terms apply when you use ceylonenvoy.com and when you book a journey with us. Please read them before you book. When you confirm a booking, you accept them for everyone travelling with you, and you confirm that you are 18 or over and have their agreement to do so.

2.Using this site

• The site describes Sri Lanka, the journeys and experiences we arrange, and places to stay. We take care to keep it accurate, but hotels, prices, seasons and services change, and nothing on the site is an offer until we confirm a booking in writing.
• Explore, and the links to Booking.com and hotels’ own sites, are there to help you plan. Any price shown on those sites is theirs, not ours, and we earn nothing from those links.
• Hotels’ photographs belong to the hotels or their photographers and are shown to help you choose. Our other photographs are our own, or are used under licence with their authors credited. If you own a photograph on this site and would like it removed or credited differently, write to us and we will act promptly.
• Please use the site lawfully: do not try to break its security, copy its content for commercial use, or send us anything unlawful.

3.Ceylon Envoy in other assistants

Our answers there come from our own catalogue and pages; the assistant writes the words around them, and we are responsible for our information, not for what another company’s assistant says. A trip drafted there, or saved to your account from there, is a draft until you send it to us from ceylonenvoy.com. Rates, availability and bookings come only from your envoy.

4.Your account

You may create an account to save journeys and plan them with others. You sign in with Google or with a link sent to your email, so keep both secure. You are responsible for the journeys you create, the people you invite to them and anyone you share a journey’s link with. We may suspend an account that is misused, and you can delete yours at any time from your account page. An account that is not used for 24 months is deleted, after we have told you by email.

5.How a booking is made

• Tell us what you have in mind, through the site, by email or on WhatsApp. We design a journey and send you a proposal with its price, or we price the journey you send us from Explore and put its plan in your account.
• A proposal or plan is valid until the date stated on it, and its prices depend on availability until your booking is confirmed. A plan in your account can no longer be accepted after that date; you can ask us to price it again, and we will send you a new one.
• When you accept a proposal or plan and pay the deposit, we confirm your booking in writing. From that moment you have a contract with Ceylon Envoy LLC.
• We arrange your journey with hotels, transport and experience providers through our partners in Sri Lanka. Their own conditions, such as a hotel’s check-in times or a helicopter’s weight limits, also apply to their services, and we will tell you of any that matter to you.

6.Prices and the concierge fee

• Prices are in US dollars (USD). Each proposal or plan shows the cost of the journey and our concierge fee, a percentage of that cost stated on it, and lists what is and is not included.
• Once your booking is confirmed, its price will not rise unless a government introduces or increases a tax or charge that applies to your journey. If that raises the total price by more than 8%, you may cancel with a full refund.
• Any charge your own bank or payment provider makes for sending a payment, or for changing your money into US dollars, is yours, so that the full amount reaches us.

7.Paying for your journey

• A deposit of 50% of the total price, including the concierge fee, is due when you accept a proposal or plan. The balance is due 30 days before you arrive. If you book within 30 days of arriving, the full price is due when you accept. We send you an invoice with the amounts, the dates they are due and the payment details.
• You pay Ceylon Envoy LLC for the whole journey, by bank transfer in US dollars to our account with Wise, our payment provider. We pay the hotels, transport and experience providers ourselves. We do not take card payments at the moment.
• If the balance is not paid on time, we may treat your booking as cancelled by you, and the cancellation charges below apply.
• When we owe you a refund, we pay it in US dollars to the account your payment came from, within 14 days of the day it becomes due.
• If you have a question about a payment or a charge, please write to us first, so that we can put it right quickly.

8.If you cancel

Tell us by email. The day we receive your message is the day of cancellation, and these charges apply:

• More than 30 days before arrival: the deposit, 50% of the total price.
• 30 days or fewer before arrival: 100% of the total price.

The charges include the concierge fee. Once a journey has begun, we cannot refund services that are not used. This is why travel insurance is a condition of booking.

Instead of cancelling, you may transfer your booking to someone else, if you tell us in reasonable time before arrival and they accept these terms. You and they are responsible for any extra cost the transfer causes.

9.If you want to change your booking

We will do our best to help. Changes depend on availability, and you pay any extra cost they cause, including charges made by hotels and providers.

10.If we change or cancel your booking

• We may need to make small changes, such as a different vehicle of the same category, a different guide, or a slight change of timing. We will tell you as soon as we can.
• If we must make a significant change before you travel, we will tell you promptly and let you choose between accepting it, taking an alternative of equal or higher standard if we can offer one, or cancelling with a full refund of everything you have paid.
• We will cancel a confirmed booking only if events beyond our control make it impossible, or if you have not paid for it.

11.Events beyond our control

We are not responsible for delay, change or cancellation caused by events we could not have avoided even with all reasonable care, such as severe weather, natural disasters, epidemics, civil unrest, strikes, government action, or the closure of airports or roads. If such an event prevents your journey before it begins, we will refund what you have paid, less any amounts already paid to providers that they will not return. Where the law gives you the right to a full refund, you will receive one.

12.Travel insurance

Every traveller must hold travel insurance, from the day of booking, that covers cancellation, medical treatment, emergency evacuation and repatriation, and the activities in their journey. Please send us the policy details before you travel.

13.Passports, visas and health

You are responsible for holding a passport valid for at least 6 months beyond your stay, the visa or electronic travel authorisation Sri Lanka requires, and any vaccinations or health documents your journey needs. We will point you to the official sources, but requirements change, and meeting them remains your responsibility.

14.Your part

Please give us accurate details, tell us in advance about any medical, dietary or access needs, follow the reasonable instructions of guides, drivers and hotels, and respect local laws and customs. If a traveller’s behaviour puts others at risk or seriously disrupts a journey, we or our partners may end that traveller’s arrangements without refund, and you are responsible for any damage caused.

15.Our responsibility to you

• We arrange your journey with reasonable skill and care, and we are responsible for providing the services we confirm to you. If something is not as agreed, tell us or our local partner at once, so we can put it right.
• We are not responsible for loss, injury or damage caused by you or your party, by someone unconnected with your journey, or by events beyond our control.
• Except for death or personal injury caused by our negligence, and any other liability the law does not allow us to limit, our liability to you is limited to the total price of your booking.
• Nothing in these terms takes away the rights you have as a consumer under the law of the country where you live.

16.Complaints

If anything is not right during your journey, tell us or our local partner straight away, so that it can be put right on the spot. If you remain unhappy, write to us within 28 days of returning home, and we will reply within 28 days of receiving your letter.

17.Your information

How we handle your information is set out in our privacy policy and our cookie policy.

18.The law that applies

These terms are governed by the law of the State of Wyoming, United States, where Ceylon Envoy LLC is registered. If you live in the United Kingdom, the European Union or another country whose consumer law protects you, you keep that protection, and you may bring proceedings in the courts where you live.

19.Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one in force on the day we confirm it.