Cancellation & Refund Policy

At Gotrex Tours, we strive to provide an unforgettable experience in Sri Lanka. We understand that plans can change, and we aim to be as flexible as possible while honouring our commitments to our local partners (hotels, transport, and activity providers).

1. Cancellation by the Customer

If you need to cancel your booking, please notify us in writing via email at info@gotrextours.com. The date we receive your email will determine the cancellation fees.

• 30 days or more before the tour start date: Full refund of the amount paid, minus a 4% processing fee (to cover non-refundable payment gateway charges).

• 15 to 29 days before the tour start date: 50% refund of the total booking amount.

• 14 days or less before the tour start date: No refund is available, as most local arrangements (hotels and transport) will have been fully committed by this time.

2. Tailor-Made & Special Bookings

For custom itineraries involving luxury boutiques, private villas, or specific train tickets (like the Ella-Kandy scenic train), separate cancellation terms may apply. These will be communicated to you at the time of booking.

3. "No-Show" Policy

No refunds will be issued for "no-shows" (failure to arrive on the start date) or for any unused portions of the tour, such as missed meals, hotel nights, or activities once the tour has commenced.

4. Cancellation by Gotrex Tours

In the rare event that we must cancel a tour due to unforeseen circumstances (e.g., natural disasters, safety concerns, or government restrictions):

• We will offer an alternative tour of equal value.

• If you do not accept the alternative, a 100% refund of all monies paid to us will be issued.

5. Refund Process

• Method: All refunds will be processed back to the original form of payment used via our PayHere gateway.

• Timeframe: Once approved, refunds typically take 7–14 business days to reflect in your account, depending on your bank's processing time.

• Currency: Refunds are processed in the currency of the original transaction. Gotrex Tours is not responsible for any fluctuations in exchange rates or additional bank fees charged by your local provider.

6. Travel Insurance

We highly recommend that all travellers purchase comprehensive travel insurance that covers "cancel for any reason" (CFAR) to protect against unexpected personal emergencies.