Policies &
Terms of
Service

2.1 Acceptance of Terms

By proceeding with a reservation, requesting a formal quotation, or making a payment towards any tour package or service offered by Zephyra Travels, you explicitly acknowledge that you have read, fully comprehended, and accepted these Policies & Terms in their entirety. You further acknowledge that you have had the opportunity to seek independent legal advice regarding the contents of this Agreement prior to making a booking.

2.2 Group Bookings and Authority

If you are making a booking on behalf of a group, family, or any party of multiple travelers, you warrant and represent that:

• You possess the legal authority to accept these terms on behalf of all members of your party.
• You have obtained the necessary consent from each traveler to share their personal data with us for the purpose of fulfilling the travel arrangements.
• You agree to ensure that every traveler included in your booking is made aware of and adheres to all stipulations contained within this Agreement throughout the duration of the travel arrangements.
• You accept joint and several liability for the compliance of all travelers in your group with these Policies & Terms.

2.3 Right to Refuse Service

Zephyra Travels reserves the unilateral right to refuse or decline any booking request, at our sole discretion, without assigning any reason. In the event of a declined booking, any advance payment received will be refunded in full within 7 business days.

2.4 Withdrawal of Acceptance

Should you disagree with any clause contained herein, you are advised to immediately discontinue the use of our website, cease all communications, and refrain from proceeding with any reservation. Continued engagement with our services after the publication of any updates to this Agreement constitutes your binding acceptance of the revised terms.

3.1 Services Rendered Directly by Zephyra Travels

These Policies & Terms govern all services rendered directly by Zephyra Travels, including but not limited to:

• Customized tour package design and itinerary planning.
• Documentation, voucher issuance, and operational coordination.
• 24/7 on-ground customer support and emergency assistance during your stay in Sri Lanka.
• Quality assurance and supplier verification processes.

3.2 Third-Party Supplier Services

Our travel packages inherently include components provided by independent third-party suppliers. These suppliers are carefully vetted by our operations team and include, but are not limited to:

• Accommodation: Hotels, resorts, boutique villas, guesthouses, and eco-lodges.
• Transportation: Licensed A/C and non-A/C vehicles, coaches, vans, cars, and three-wheelers operated by SLTDA-registered transport providers.
• Excursions: Safari operators (Yala, Udawalawe, Minneriya, Kaudulla, Wilpattu), whale watching operators (Mirissa, Trincomalee), and adventure activity providers (white water rafting, hiking, scuba diving).
• Attractions and Permits: Entry fees and permits for National Parks, UNESCO World Heritage Sites (Sigiriya, Polonnaruwa, Anuradhapura, Galle Fort, Kandy Temple of the Tooth), and cultural performances.

3.3 Intermediary Role and Limitation

While we diligently select and continually assess our partners, the terms and conditions of these independent suppliers—including their cancellation policies, liability waivers, service standards, and safety protocols—apply concurrently and independently of these Policies & Terms.

Zephyra Travels acts solely as an intermediary and booking agent for these third-party services. As such, we shall not be held liable for:

• The acts, omissions, negligence, breaches of contract, or bankruptcy of any external provider.
• The quality, safety, fitness for purpose, or suitability of services provided by third parties.
• Loss, damage, or injury arising from the operational failures of hotels, transport companies, restaurants, or activity operators.
• Overbooking, double-booking, or cancellation of confirmed reservations by the supplier.

3.4 Supplier Policy Disclosure

Upon request, we will provide copies of specific supplier cancellation policies or terms relevant to your booking. However, it remains your responsibility to inquire about any specific supplier terms that may affect your travel plans.

4.1 Provisional Bookings

All quotations, itinerary drafts, and cost estimates provided by Zephyra Travels are strictly provisional and are subject to availability of accommodations, vehicles, guides, and park permits at the time of final confirmation. We do not hold inventory or block reservations without an accepted quotation and the receipt of the required deposit. Early booking (at least 60 to 90 days in advance) is highly recommended to secure preferred hotels and peak-season permits.

4.2 Booking Confirmation and Deposit Requirement

A booking is legally confirmed only when the following three conditions are met simultaneously:

• We have verified availability with all relevant suppliers (hotels, vehicles, permits, guides).
• We have received a non-refundable deposit of 40% (forty percent) of the total tour cost from the Customer.
• We have issued a formal confirmation invoice, booking reference number, and/or digital travel voucher to the Customer.

The 40% deposit is strictly non-refundable once the booking is confirmed, as this amount is immediately utilized to secure hotel rooms, vehicle reservations, national park permits, and other supplier commitments that are themselves non-refundable or subject to high cancellation penalties. This deposit secures your dates and prevents other clients from booking the same inventory.

4.3 Balance Payment Collection

The remaining 60% (sixty percent) balance of the total tour cost shall be collected in accordance with the following schedule:

• Balance Payment Deadline: The remaining balance must be paid in full no later than 30 (thirty) calendar days prior to the scheduled arrival date in Sri Lanka.
• Final Balance Invoice: A final invoice for the balance amount will be sent to you via email no later than 45 days prior to arrival.
• Payment Reminders: We will send a courtesy reminder 14 days and 7 days prior to the balance due date.

4.4 Late Payment and Default

If the balance payment is not received by the 30-day deadline, we will send a final notice granting a 72-hour grace period. If payment remains outstanding after the grace period, Zephyra Travels reserves the right to:

• Automatically cancel the entire booking without further notice.
• Forfeit the entire 40% deposit paid (in full, as liquidated damages).
• Release all secured hotel rooms, vehicles, and permits back to suppliers.

Reinstatement of a cancelled booking is at our sole discretion and will be subject to re-availability of all components and the payment of a reinstatement fee of US$ 50.00 per person, plus any supplier rate increases.

4.5 Payment Methods and Processing

We accept payments via the following secure methods:

• Credit/Debit Cards: Visa, Mastercard, and American Express through our Stripe secure payment gateway.
• Bank Wire Transfer: Direct international bank transfers to our corporate bank account in Sri Lanka.
• Other Approved Methods: As agreed in writing between the parties.

4.6 Payment Surcharges and Fees

The Customer is fully responsible for:

• All international and local bank transaction fees.
• Currency conversion losses and forex margins applied by the issuing bank.
• Any intermediary bank charges deducted from the wire transfer.
• Stripe processing fees (approximately 2.9% + US$ 0.30 per transaction for international cards), which will be visible at checkout.

4.7 Currency and Pricing

All prices, invoices, and quotations are strictly quoted in United States Dollars (USD) unless otherwise explicitly stated on the quotation.

We reserve the right to adjust final prices due to unforeseen supplier rate hikes, currency volatility (if the Sri Lankan Rupee depreciates significantly against the USD), or changes in government taxes, levies, or the Value Added Tax (VAT) rate, provided such adjustments are communicated to you prior to final confirmation.

Once the 40% deposit is received and your booking is confirmed, the quoted price is locked and will not be increased except in cases of government-imposed tax changes.

5.1 Client-Initiated Cancellations

All cancellation requests must be submitted in writing via email to info@zephyratravels.com. The effective date of cancellation is the date we receive your written request. Strict cancellation charges apply based on the number of days prior to the scheduled arrival date:

5.2 Non-Refundable Situations

Refunds shall unequivocally be denied in the following cases:

• No-shows: Failure to arrive on the designated travel date without prior written cancellation.
• Early Departure: Voluntary early departure or termination of the trip by the Customer after commencement for any reason.
• Unused Services: Any accommodations, meals, transport, or activities not utilized due to personal decisions, changes in plans, medical conditions, or loss of personal belongings.
• Non-Refundable Components: Bookings involving non-refundable hotel rates, national park entry permits, safari jeep reservations, train tickets, or special event tickets.
• Third-Party Cancellations: Cancellations or delays caused by independent third-party providers (e.g., airlines) that are outside our control.
• Force Majeure: Events of force majeure as defined in Section 7 below.

5.3 Refund Processing and Timeline

• Approved refunds will be processed within 14 to 21 working days from the date of cancellation confirmation.
• Refunds are remitted exclusively via the original payment method whenever possible.
• Zephyra Travels shall not be held responsible for delays in refund crediting caused by banking institutions, international payment gateways, or Stripe processing times.
• Any bank charges, currency conversion differences, or intermediary fees incurred during the refund process shall be borne entirely by the Customer.

5.4 Rescheduling and Travel Credits

We understand that plans change. Where possible, we may offer travel credits for future use or rescheduling to alternative dates, at our sole discretion, particularly when supplier availability allows.

Rescheduling requests must be made in writing and are subject to:

• Supplier availability and approval.
• Any price differences (increase or decrease) applicable to the new travel dates.
• An administrative processing fee of US$ 25.00 per person for itinerary re-engineering.

Travel credits are valid for 12 months from the date of issue and are non-transferable.

6.1 Data Collection and Purpose

Zephyra Travels is firmly committed to safeguarding your personal data in compliance with international data protection standards. We collect the following categories of personal information strictly for the purpose of service fulfillment and SLTDA regulatory reporting:

• Identification Data: Full name (as per passport), date of birth, nationality, passport number, and passport expiry date.
• Contact Data: Email address, phone number (including country code), and emergency contact details.
• Travel Data: Flight details, arrival/departure times, dietary requirements, medical conditions (if voluntarily disclosed), and accommodation preferences.
• Financial Data: Payment card details (processed directly by Stripe—we do not store full card numbers on our servers).

6.2 Data Usage

Your information is utilized exclusively for:

• Processing bookings, reservations, and confirmations.
• Coordinating itineraries with hotels, transport providers, guides, and activity operators.
• Sending administrative communications (e.g., confirmation vouchers, payment receipts).
• Complying with SLTDA reporting requirements and government-mandated tourist tracking systems.
• Providing timely customer support and emergency assistance during your stay in Sri Lanka.

6.3 Data Disclosure and Third-Party Sharing

• We do not sell, rent, lease, trade, or distribute your personal information to third parties for marketing, advertising, or promotional purposes.
• Data is only shared with our vetted suppliers (hotels, transport operators, permit authorities, and guide networks) to the minimum extent necessary to execute your travel arrangements.
• We utilize Stripe as our payment gateway. Stripe processes your payment data in accordance with their own privacy policy and PCI-DSS Level 1 certification standards.
• We may disclose data to government authorities if required by law or for public safety and national security purposes.

6.4 Data Security

• We employ industry-standard SSL (Secure Socket Layer) encryption technology to protect all data transmitted through our website.
• Access to personal data is restricted to authorized operations staff only.
• While we implement stringent technical and organizational security measures, no digital transmission over the internet is entirely infallible. Therefore, absolute security cannot be guaranteed.

6.5 Your Data Rights

You have the right to:

• Request access to the personal data we hold about you.
• Request correction of any inaccurate or incomplete data.
• Request deletion or erasure of your data (subject to legal retention obligations).
• Withdraw your consent for data processing at any time (with the understanding that this may prevent us from fulfilling your booking).

To exercise these rights, please email us at info@zephyratravels.com. We will respond to all valid requests within 30 calendar days.

6.6 Cookies and Tracking Technologies

Our website utilizes cookies and similar tracking technologies to optimize user experience, analyze traffic patterns, and enhance website performance:

• Strictly Necessary Cookies: Essential for core website functionality.
• Performance and Analytics Cookies: Help us understand how visitors interact with our site (e.g., Google Analytics).
• Functional Cookies: Remember your preferences (e.g., language selection, currency choices).
• Targeting/Advertising Cookies: Used to deliver relevant travel advertisements and track campaign effectiveness.

You may disable cookies entirely through your browser settings; however, please note that disabling certain cookies may impair or break some website functionalities and the online booking process.

7.1 Travel Documentation and Entry Requirements

It is the sole and absolute responsibility of the Customer to ensure that:

• All travelers hold valid passports with a minimum of six (6) months of validity from the date of entry into Sri Lanka.
• All travelers have obtained the appropriate Electronic Travel Authorization (ETA) prior to arrival. Sri Lanka ETA applications must be submitted online at: https://eta.gov.lk/slvisa/
• All travelers possess valid return or onward tickets, proof of sufficient funds, and any other documentation required by Sri Lankan immigration authorities.

Visa processing delays, rejections, or errors are not the responsibility of Zephyra Travels. We will not issue refunds for cancellations arising from visa-related issues.

Passport Copies: To ensure smooth coordination with all service providers, we require a clear, colored scanned copy of the passport bio-data page for each traveler no later than 14 days prior to arrival. Failure to provide passport copies may result in delays or denial of services (e.g., national park entry permits are issued based on passport numbers).

7.2 Mandatory Travel Insurance

Zephyra Travels strictly mandates that all travelers procure comprehensive international travel insurance from a recognized provider prior to commencing their journey. Your policy must provide adequate coverage for, but is not limited to:

• Medical Expenses: Hospitalization, emergency medical treatment, and evacuation.
• Trip Cancellation / Curtailment: Reimbursement for non-refundable costs if you must cancel or cut your trip short.
• Baggage and Personal Effects: Loss, theft, or damage to luggage and personal belongings.
• Travel Delays: Compensation for flight, transport, or baggage delays.
• Personal Liability: Coverage for accidental injury to third parties or property damage.

You expressly acknowledge and assume all risks associated with international travel, and you agree to hold Zephyra Travels harmless against any claims that would reasonably have been covered by adequate travel insurance. We reserve the right to request proof of insurance prior to tour commencement.

7.3 Limitation of Liability

To the fullest extent permissible under the laws of the Democratic Socialist Republic of Sri Lanka:

• Zephyra Travels acts as an intermediary and assumes no responsibility for the quality, safety, fitness for purpose, or suitability of services provided by third-party suppliers.
• We are not liable for personal injury, death, property damage, delays, or financial loss arising from the negligence, omissions, or operational failures of hotels, transport companies, restaurants, activity operators, or any other independent provider.
• We accept no liability for loss or damage to baggage, cash, jewelry, cameras, laptops, mobile phones, or any other personal effects at any time during the tour.
• Our total aggregate liability to any Customer for any claims arising out of this Agreement shall be strictly limited to the total booking amount paid by the Customer to Zephyra Travels for the specific tour package in question.

7.4 Customer Conduct and Assumption of Risk

Traveling in Sri Lanka involves inherent risks, including but not limited to:

• Natural terrain hazards (steep hikes, uneven surfaces, waterfalls, ocean swimming).
• Road conditions and traffic (Sri Lanka has high-density traffic and varying road standards).
• Wildlife encounters (elephants, leopards, monkeys, snakes in national parks).
• Tropical weather (monsoon rains, heatstroke, humidity).

By booking with us, you:

• Acknowledge these inherent risks and participate entirely at your own volition.
• Agree to comply with all lawful instructions, safety briefings, and local regulations provided by our drivers, guides, hoteliers, and activity operators.
• Accept that Zephyra Travels reserves the right to terminate the participation of any traveler whose behavior is deemed unruly, aggressive, intoxicated, or dangerous to themselves or others, without any entitlement to a refund.

7.5 Force Majeure

Neither Zephyra Travels nor the Customer shall be held liable for any breach of this Agreement caused by events beyond their reasonable control. Force Majeure events include, but are not limited to:

• Acts of God, natural disasters, earthquakes, floods, tsunamis, and severe weather.
• War, civil unrest, terrorist activity, coups, or political instability.
• Pandemics, epidemics, health emergencies, and government-imposed travel bans or quarantine orders.
• Strikes, lockouts, labor disputes, and airline or transport bankruptcies.
• Government-imposed curfews, closure of national parks, or suspension of tourist visas.

If a Force Majeure event occurs:

• We will make every commercially reasonable effort to recover unused portions of your booking from suppliers.
• Any recoverable refunds will be passed on to you, minus our reasonable administrative processing fees (capped at 10% of the total booking amount).
• We are not obligated to provide alternative accommodations, transport, or refunds for unutilized services attributable to the Force Majeure event.
• We shall not be liable for any consequential losses, including ancillary costs such as pre-paid international airfare, visa fees, or lost wages.

8.1 Complaints and Escalation Protocol

We are committed to delivering exceptional service and resolving any concerns fairly and promptly. Should you encounter any issue during your travels, you must immediately notify our 24/7 operations team so that we may attempt to resolve the matter in real-time. Many issues (e.g., room preferences, meal requests, vehicle conditions) can be rectified on the spot if reported early.

• On-Site Resolution: Report the issue to your driver or tour guide. They are empowered to contact our operations team directly.
• Operations Manager: If unresolved, your guide will escalate to our Tours Operations Manager.
• Formal Written Complaint: If still unresolved, a formal complaint must be submitted in writing to info@zephyratravels.com within 14 calendar days of the tour's conclusion. Complaints submitted after this period may not be accepted for review.

8.2 Contact Information

Response Time: We endeavor to acknowledge all formal complaints within 24 business hours and provide a substantive resolution or action plan within 48 business hours.

8.3 Governing Law

This Agreement shall be exclusively governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

8.4 Dispute Resolution and Arbitration

Exclusive Jurisdiction: The courts situated in the city of Colombo, Sri Lanka, shall possess exclusive jurisdiction over any legal disputes, claims, or proceedings arising from or relating to this Agreement.

Alternative Dispute Resolution (ADR): Prior to initiating litigation, both parties agree to make a good-faith effort to resolve any disputes through direct negotiation and mediation. Should mediation fail, the dispute shall be referred to a single arbitrator mutually agreed upon. If no agreement on the arbitrator is reached within 30 days, either party may apply to the Colombo Commercial High Court for appointment of an arbitrator. The arbitration shall be conducted in the English language in accordance with the Sri Lankan Arbitration Act No. 11 of 1995.

8.5 Intellectual Property

All content displayed on the Zephyra Travels website, including but not limited to text, imagery, photography, videography, logos, trademarks, software, and graphic elements, is the exclusive intellectual property of Zephyra Travels and is protected under Sri Lankan copyright laws (Intellectual Property Act No. 36 of 2003) and international conventions. Unauthorized reproduction, redistribution, modification, or commercial use of this content is strictly prohibited and may result in legal action.

9.1 Right to Amend

Zephyra Travels reserves the unilateral right to amend, update, modify, or replace these Policies & Terms at any time without prior individual notice to you. The latest version will always be published on this dedicated page. Your continued use of our website, submission of a new booking, or acceptance of a quotation after the publication of changes constitutes your binding acceptance of the revised terms.

9.2 Severability

If any provision of this Agreement is held to be invalid, illegal, or unenforceable under Sri Lankan law, the validity, legality, and enforceability of the remaining provisions shall not be affected or impaired in any way. The invalid provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent of the parties.

9.3 Entire Agreement

This Agreement, together with any specific itinerary, quotation, or invoice issued by Zephyra Travels in relation to your booking, constitutes the entire agreement between the Customer and Zephyra Travels. It supersedes all prior or contemporaneous communications, proposals, and representations, whether written or oral, regarding the subject matter herein.