Please carefully Review these Booking Conditions as they contain significant information about your agreement with The SkyHaven Tours.
CANCELLATION & REFUND POLICY
By confirming a booking with us, you agree to the following cancellation and refund terms.
- TAILOR-MADE MULTI-DAY TOURS
Booking & Payment
A $200 non-refundable deposit is required to confirm all tailor-made multi-day tours. The remaining balance must be paid before the tour start date as specified in your confirmation email.
Cancellation by Traveler
All cancellations must be submitted in writing by email.
Cancellation charges are as follows:
• More than 90 days before departure:
The $200 deposit is non-refundable. Any remaining balance paid will be refunded after deducting unrecoverable supplier costs.
• 90 to 31 days before departure:
50% of total tour cost will be charged.
• 30 days or less before departure:
100% of total tour cost will be charged and no refund will be issued.
Please note that certain hotels, train tickets, safari bookings, and third-party activities may carry separate non-refundable conditions.
- DAY TOURS
Cancellation by Traveler
Low Season (April–June, October–November):
• More than 48 hours before tour start:
Full refund.
• 24–48 hours before tour start:
50% refund.
• Less than 24 hours before tour start or no-show:
No refund.
High Season (January–March, July–September, December):
- More than 30 days before arrival: Full refund
- Within 30 days of arrival: No refund
If weather or safety conditions prevent the tour from operating, guests may choose either:
• a rescheduled date, or
• a full refund.
- GROUP TOURS
Booking & Payment
A $200 non-refundable deposit is required to secure your place on the tour. Full payment must be completed before the deadline stated in your booking confirmation.
Cancellation by Traveler
• More than 90 days before departure:
Loss of deposit.
• 90 to 31 days before departure:
50% of total tour cost will be charged.
• 30 days or less before departure:
100% of total tour cost will be charged.
Group tours require advance commitments for accommodation, transportation, experiences, and tour operations. Therefore, deposits are non-refundable once the booking is confirmed.
No cancellation fees will be waived due to:
• Injury or illness
• Change of mind
• Flight delays or missed flights
• Visa issues
• Weather conditions
• Personal emergencies
• Political or social disruptions outside our control
We strongly recommend purchasing comprehensive travel insurance.
PAYMENTS VIA TOUR LEADERS / CONTENT CREATORS
Some group Tours may be promoted and facilitated by independent tour leaders, travel content creators, or marketing partners who assist with group coordination.
All bookings made through such channels are official bookings with SkyHaven Tours and are fully subject to this Cancellation & Refund Policy.
Payments collected by tour leaders or content creators on behalf of SkyHaven Tours are treated as official payments to SkyHaven Tours. The cancellation terms outlined in this policy apply in full regardless of the payment collection method.
Tour leaders and content creators act solely as facilitators for communication and booking support. Refunds, cancellations, and all financial decisions are handled exclusively by SkyHaven Tours in accordance with this policy.
Any voluntary refunds issued independently by facilitators are considered goodwill gestures and do not alter or override the terms of this agreement.
PASSPORTS & VISAS
To participate in the trip, you must possess a valid passport and have obtained all necessary visas, permits, and certificates required for the countries you will be visiting. If you require any assistance or advice on this matter, please email us at info@skyhaventours.com.
It is essential that your passport remains valid for at least six months beyond the duration of your trip. As a participant, it is your responsibility to ensure that you possess the appropriate visas, permits, and certificates for your journey. Please note that we cannot be held liable if you are denied entry into a country due to a lack of the correct passport, visa, or any other travel documentation.
BAGGAGE
SkyHaven Tours cannot be held responsible for any loss or theft of baggage or personal belongings during your trip. It is your responsibility to ensure the safety and security of your possessions.
CARRIAGE OF GOODS
Our vehicles are intended for the transportation of individuals and their personal luggage. To prevent any internal damage to the paintwork and upholstery, any additional items will only be transported with the driver’s prior consent. Please note that all goods are carried at the owner’s risk.
FLEXIBILITY
We would like to remind you that the type of travel we offer requires a great deal of flexibility on your part, and we ask that you keep this in mind when planning your trip. While the itinerary we provide for each trip is intended to give you an idea of the activities involved, please understand that the route, schedule, itinerary, amenities, and mode of transportation may be subject to change without prior notice due to local circumstances or events.
CHANGES IN ITINERARY
In the event of unfavorable weather or circumstances that are beyond our control, the itinerary may be subject to change. We will make every effort to ensure that all activities are included in the itinerary.
TRAVEL INSURANCE
It is mandatory for all SkyHaven Tours trips to have travel insurance. We highly advise our clients to obtain comprehensive travel insurance that covers a range of situations such as loss or damage of baggage and money, medical expenses, hospitalization expenses, repatriation or curtailment expenses due to illness, unforeseen death or illness in the immediate family, evacuation expenses, and accidental death or disability. In addition, clients must ensure that their travel insurance policy covers adventure activities and obtain exclusion waivers where appropriate.
MEDICAL
Visiting Sri Lanka does not require any mandatory health requirements. However, we strongly recommend that all tourists consult their medical advisers well in advance of their travel. Although we can provide information on mandatory health requirements, we are not medical experts. It is your responsibility to ensure that you receive proper and detailed medical advice at least two months before your travel to obtain the latest health requirements and recommendations for your destination.
CUTTING YOUR TRIP SHORT
If you choose to end your trip earlier than planned and have no legitimate reason for dissatisfaction with the standard of accommodation or services provided, we cannot refund any unused travel arrangements. We will not be responsible for any additional costs you may incur. Your travel insurance may cover curtailment depending on the circumstances, and we advise you to file any claims directly with them.
SPECIAL REQUESTS
Please inform us of any special requests at the time of booking, such as dietary requirements, preferred room location or type (twin/double), and specific hotel facilities like swimming pool or gym. It is important to confirm these requests in writing. Although we will make every effort to accommodate your reasonable requests, we cannot guarantee that they will be fulfilled.
RISK
During our tours, there are optional activities available for participation. If you choose to engage in an activity that is not explicitly included in our provided itinerary, it will be at your own risk. In the event of any injury, illness, or grievances resulting from your participation in said activity, we cannot be held accountable. Claims should be directed towards the local supplier. We work solely with trustworthy activity operators, whom we have established long-standing relationships with as a reputable company. Our Tour Guides or drivers can recommend reliable options for your peace of mind.
FLIGHTS
SkyHaven Tours cannot be held responsible for any flight delays that may affect your participation in our tours. It is important to note that bookings made through travel agents and airlines are subject to their own terms and conditions, as well as limitations of liability. We recommend that you carefully review their terms and conditions and limitations of liability before making your booking.
To ensure precise itinerary planning and pricing, kindly provide us with your actual or intended flight arrival and departure times at Colombo airport.
PAYMENT
Our prices are calculated using the current exchange rate between US dollars and Sri Lankan rupees.
WORK WITH SKYHAVEN TOURS
Our services have received Excellent Public Reviews, and We are pleased that the majority of our business now comes from direct Recommendations. However, we have noticed that many online requests are made solely to obtain free itinerary and general advice from us before booking with unregulated local Van/driver services for cheaper deals.
As professional tour operator, we prioritize genuine travelers with authentic tour inquiries. We are not a Taxi company, but rather aim to provide Enriching Experiences for our Clients. All those seeking to embark on a meaningful tour are Warmly Welcomed.
At SkyHaven Tours, we operate in the professional mid-market range, and our prices reflect our commitment to quality service rather than just being the cheapest option available. For general information about Sri Lanka, we recommend using the official Sri Lanka Tourist Board Website, unless you plan to book with us. Please note that we reserve the right to update and/or alter our policies and pricing at any time.
COMPLAINTS
We take all complaints seriously. If you have a complaint during your tour, we ask that you follow these procedures
⦁ Inform the Tour Guide: If you have a complaint, please inform your tour guide immediately. Our tour guides are trained to handle complaints and will make every effort to resolve the issue on the spot.
⦁ Submit a Formal Complaint: If the issue is not resolved to your satisfaction, you may submit a formal complaint to our Customer Service team. Please submit your complaint in writing via email or in person to our Customer Service representative.
⦁ Provide Details: When submitting a complaint, please provide as much detail as possible, including the date, time, and location of the incident, as well as the names of any tour guides or staff involved.
⦁ Be Patient: We will investigate all complaints thoroughly and respond to you as soon as possible. Please be patient as the investigation may take some time, especially if it involves third-party service providers.
⦁ Keep a Record: Please keep a record of all correspondence related to your complaint, including emails, letters, and phone calls.
We value your feedback and take all complaints seriously. We will make every effort to address your concerns and provide a satisfactory resolution to the issue.
BEHAVIOR
As a Responsible and Professional tour Company, We expect our travelers to adhere to the following behavior terms:
⦁ Respect Local Customs and Cultures: Our tours take place in diverse locations with unique customs and cultural practices. We expect our travelers to respect and appreciate the local traditions and to refrain from any behavior that may offend the local community.
⦁ Follow the Tour Itinerary: Our tours are thoughtfully planned with a set itinerary. We expect our travelers to follow the itinerary and not deviate from it without the approval of our tour guides.
⦁ Responsible Alcohol Consumption: Alcohol consumption is permitted during our tours, but we expect our travelers to consume alcohol responsibly and in moderation. Excessive drinking is not acceptable and may result in removal from the tour.
⦁ Environmental Responsibility: We expect our travelers to be responsible and respectful towards the environment during our tours. Littering and damaging natural resources are strictly prohibited.
⦁ Follow Safety Guidelines: Safety is a top priority during our tours. We expect our travelers to follow all safety guidelines provided by our tour guides and to inform us immediately in case of any safety concerns.
⦁ Respect Fellow Travelers: Our tours cater to a diverse group of travelers. We expect our travelers to be respectful towards their fellow travelers and to refrain from any behavior that may cause discomfort or offense to others.
By adhering to these behavior terms, our travelers can contribute to an enjoyable and successful tour experience for everyone involved.
UPDATING OF TERMS AND CONDITIONS
The Company retains the right to modify and/or revise these terms and conditions at any time, and it is the responsibility of the Clients to be aware of them.
The most up-to-date terms and conditions will always be available on the Company’s website at www.skyhaventours.com and will take precedence over any earlier versions.
We are thrilled to collaborate with you based on the terms described above and have every confidence in our ability to provide you with an unforgettable experience of this paradise island.
Looking Forward to Welcoming you to Serendib Soon!
SkyHaven Tours Team