Terms & Conditions

Effective From October 2026

These Terms & Conditions apply to all travel services arranged by Jien Tours. By confirming a booking with us, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

1. Scope of Services

These Terms & Conditions apply to travel and tourism services arranged by Jien Tours, including:

  • Holiday packages
  • Tailor-made itineraries
  • Accommodation
  • Airport transfers
  • Transportation
  • Sightseeing tours
  • Excursions
  • Activities
  • Attraction tickets
  • Chauffeur-guides and tour guides

They also apply to quotations, itineraries, invoices, booking confirmations, website enquiries and payments made through our website or authorised communication channels.

2. Booking Confirmation

A reservation will only be regarded as confirmed once both of the following have been completed:

  • The required deposit or full payment has been received; and
  • Written confirmation has been issued by Jien Tours.

Until these requirements have been fulfilled, availability and arrangements may remain subject to change.

3. Payments

A deposit of 20%–30% of the total booking value may be required to secure your reservation.

The applicable quotation or invoice will specify:

  • Required deposit amount
  • Deadline for payment of the balance
  • Applicable currency
  • Available payment methods
  • Relevant bank or card charges

Failure to make the required payment within the stated deadline may result in cancellation of the reservation.

4. Refund & Cancellation Policy

We recognise that travel plans may change. Any cancellation request must be submitted to Jien Tours in writing by email and will be handled according to the applicable cancellation conditions below.

Cancellation Charges

More than 30 days before the tour commencement date

  • Recoverable amounts may be refunded after deduction of the non-refundable deposit, supplier charges, bank charges and applicable administrative expenses.

Between 15 and 30 days before the tour commencement date

  • Up to 50% of the total booking value may be charged.

Within 14 days of the tour commencement date

  • Up to 100% of the total booking value may be charged.

No-show or cancellation after the commencement of the tour

  • No refund will be provided.

Non-Refundable Payments

The following amounts may be non-refundable:

  • Booking deposits, generally between 20% and 30% of the total booking value, as stated in the quotation or booking confirmation
  • Payment processing charges
  • Bank charges
  • Administrative fees
  • Amounts already paid to suppliers on a non-refundable basis
  • Peak-season hotel bookings
  • Promotional or discounted bookings
  • Air tickets, train tickets and attraction tickets
  • Certain activities and special-event bookings requiring full advance payment

Partial Refunds

Where applicable, Jien Tours may consider a partial refund when a cancellation falls within an eligible cancellation period and the corresponding amounts can be recovered from suppliers.

Any refund that may be due will be calculated after deducting:

  • Non-refundable deposits
  • Hotel or supplier cancellation charges
  • Bank and payment processing fees
  • Administrative expenses
  • Foreign exchange differences
  • Costs relating to services already confirmed or provided

Any refund issued will not exceed the amount actually received by Jien Tours for the cancelled services.

Circumstances Where Refunds Will Not Be Provided

Refunds will generally not be available in circumstances including:

  • No-shows
  • Cancellations made during a non-refundable period
  • Services that have already been used or partially used
  • Unused hotel nights, transfers, meals, excursions or activities resulting from voluntary changes to the itinerary
  • Late arrivals or early departures
  • Missed flights, trains, transfers or activities caused by the traveller
  • Failure to obtain valid passports, visas, travel authorisations or required health documentation
  • Refusal of entry by immigration or other government authorities
  • Cancellations resulting from incorrect information supplied by the traveller
  • Non-refundable hotels, permits, tickets, activities or promotional rates
  • Circumstances where suppliers refuse or are unable to provide a refund

5. Prices

Prices will be provided in the currency specified in your quotation.

Prior to confirmation of a booking, prices may change due to factors such as:

  • Hotel rate changes
  • Exchange rate fluctuations
  • Government taxes
  • Fuel surcharges
  • Supplier price increases

Once a booking has been confirmed, the agreed price will only be subject to change in exceptional circumstances that are clearly communicated to the client.

6. Traveller Eligibility

The person making the reservation must:

  • Be at least 18 years of age
  • Have the authority to make the reservation on behalf of all travellers included in the booking

Travellers under the age of 18 must travel with a parent, legal guardian or another authorised adult unless otherwise agreed.

The lead traveller is responsible for ensuring that all information supplied to Jien Tours is accurate, complete and up to date.

7. Travel Documents

Travellers are responsible for obtaining, maintaining and carrying all documents required for their journey, including:

  • Valid passports
  • Visas
  • Entry permits
  • Health documentation
  • Any other documents required by relevant immigration authorities

Jien Tours will not be responsible for losses, delays or disruptions resulting from incomplete, expired or invalid travel documentation.

8. Travel Insurance

We strongly recommend that all travellers obtain comprehensive travel insurance suitable for their journey.

Travel insurance should ideally provide appropriate cover for matters including:

  • Medical emergencies
  • Trip cancellation
  • Travel interruption
  • Personal liability
  • Lost baggage
  • Emergency evacuation

9. Amendments

Travellers may request changes or rescheduling of their booking, subject to supplier approval and availability.

Additional charges may apply, including:

  • Differences in hotel or service rates
  • Seasonal supplements
  • Supplier amendment fees
  • Bank or payment processing charges
  • Administrative costs

Where Jien Tours provides travel credit, it must be used within the validity period specified by us. Travel credits are non-transferable and cannot be exchanged for cash.

10. Traveller Responsibilities

Travellers agree to:

  • Comply with the laws and regulations of Sri Lanka
  • Respect local customs, traditions and cultural sites
  • Follow applicable safety instructions
  • Use required safety equipment
  • Treat hotels, vehicles and public property with due care
  • Inform Jien Tours of relevant medical conditions or accessibility requirements before travel

Jien Tours reserves the right to discontinue services without refund where a traveller’s conduct is unlawful, abusive, unsafe or seriously disruptive.

11. Availability Disclaimer

While Jien Tours makes reasonable efforts to ensure that information provided is accurate and current:

  • Prices and availability are not guaranteed until a booking has been confirmed
  • Hotels and activities remain subject to availability
  • Stated travel times are approximate
  • Wildlife sightings and weather conditions cannot be guaranteed
  • The sequence of an itinerary may be changed where necessary due to operational, safety or weather-related circumstances

12. Liability

Jien Tours acts as an organiser and booking intermediary for services delivered by independent hotels, transport operators, guides and activity providers.

Although we take reasonable care when selecting and working with service providers, Jien Tours cannot be held responsible for circumstances beyond our reasonable control, including:

  • Severe weather
  • Natural disasters
  • Road closures
  • Flight disruptions
  • Government actions
  • Supplier failures
  • Civil unrest
  • Strikes

Where permitted by applicable law, our liability will be limited to the amount paid for the affected service.

13. Force Majeure

Neither party shall be held liable for delays, interruptions or failures resulting from circumstances beyond reasonable control, including:

  • Natural disasters
  • Severe weather
  • Epidemics
  • Government restrictions
  • Civil disturbances
  • Supplier shutdowns
  • Road closures

Where reasonably possible, Jien Tours will make efforts to seek refunds, credits or alternative arrangements from the relevant suppliers. However, recovery of supplier payments cannot be guaranteed.

14. Complaints

If an issue occurs during your journey, please inform your tour guide or contact Jien Tours as soon as reasonably possible. This allows us an opportunity to investigate the matter and make reasonable efforts to resolve it during the trip.

Formal written complaints should be submitted within 14 days of completion of the tour.

15. Governing Law

These Terms & Conditions are governed by the laws of Sri Lanka.

Any dispute arising in connection with these Terms & Conditions should first be addressed through good-faith discussion and negotiation before being referred to the courts of Sri Lanka.

16. Contact Us

For enquiries relating to this Privacy Policy or these Terms & Conditions, please contact Jien Tours through the contact details provided on our official website.

Jien Tours