Cancellation & Refund Policy

Last updated: 10 July 2026

This Cancellation & Refund Policy applies to all bookings made with OWT Sri Lanka, the travel brand of OWT Group (Private) Limited, Company Registration No. PV00238327, having its registered office at 4/6, Geethanjalee Place, Colombo 00300, Sri Lanka.

By confirming a booking with OWT Sri Lanka, you acknowledge that you have read, understood and accepted this Cancellation & Refund Policy.

1. General Policy

Travel arrangements require advance reservations with hotels, transport providers, guides, attractions and other suppliers. Many of these suppliers impose cancellation charges on OWT Sri Lanka once services have been confirmed.

Accordingly, cancellation charges are necessary to recover administrative costs and unrecoverable supplier expenses.

Refunds are subject to this Policy and any specific supplier conditions applicable to your booking.

2. How to Cancel a Booking

All cancellation requests must be submitted in writing by the lead traveller.

Cancellation requests may be sent via:

• Email
• Website contact form
• WhatsApp (followed by written confirmation if requested)

A booking is considered cancelled only when written acknowledgement has been issued by OWT Sri Lanka.

Telephone conversations alone do not constitute cancellation.

3. Effective Cancellation Date

The cancellation date shall be the date on which OWT Sri Lanka receives the written cancellation request during normal business hours in Sri Lanka.

Requests received outside business hours will be deemed received on the next working day.

4. Standard Cancellation Charges

Unless otherwise stated in your quotation or booking confirmation, the following cancellation charges apply.

The above percentages apply to the total booking value after deduction of any unrecoverable supplier costs where those costs exceed the standard schedule.

5. Non-Refundable Booking Deposit

Unless otherwise agreed in writing, a 30% booking deposit is required to confirm travel arrangements.

The booking deposit is non-refundable once the booking has been confirmed because work begins immediately to secure accommodation, transport and other travel services.

6. Luxury Hotels, Villas and Peak Season Bookings

Certain suppliers impose stricter cancellation conditions.

These may include:

• Luxury hotels
• Private villas
• Boutique properties
• Festive season bookings
• Peak season reservations
• Conference periods
• Special events

Where supplier cancellation charges are higher than this Policy, the supplier's actual cancellation charges shall apply.

OWT Sri Lanka will provide supporting information upon reasonable request.

7. Airline Tickets

Where airline tickets are booked by OWT Sri Lanka, refunds are governed entirely by the applicable airline's fare rules.

Some promotional or discounted fares may be wholly non-refundable.

Airline service fees, taxes and penalties are subject to the airline's conditions.

8. Train Tickets

Reserved train tickets issued by Sri Lanka Railways or authorised operators may be non-refundable or only partially refundable depending on the applicable railway policy.

Service charges paid by OWT Sri Lanka to obtain reservations may also be non-refundable.

9. Entrance Tickets and Activities

Certain entrance tickets and activities become non-refundable once purchased.

These may include:

• National parks
• Safari permits
• Whale watching
• Adventure activities
• Cultural performances
• Special events
• Private experiences

Supplier terms shall determine whether any refund is available.

10. Tailor-Made Itineraries

Tailor-made holidays involve planning, supplier coordination and itinerary design.

If a customised itinerary is cancelled after confirmation, planning costs and supplier cancellation charges may be deducted from any refund.

11. Group Bookings

Separate cancellation conditions may apply to:

• Group tours
• Incentive travel
• Corporate events
• Conferences
• Educational groups
• Charter services

These conditions will be stated in the quotation or contract.

12. Partial Cancellations

If one or more travellers cancel while others continue with the booking:

• Hotel room rates may change;
• Transport costs may increase per traveller;
• Single supplement charges may apply;
• Package pricing may need to be recalculated.

Any resulting increase in costs shall be payable by the remaining travellers.

13. Amendments Instead of Cancellation

Where possible, OWT Sri Lanka may allow customers to amend travel dates or services instead of cancelling.

All amendments remain subject to:

• Supplier approval;
• Availability;
• Additional costs.

An amendment request does not guarantee avoidance of cancellation charges.

14. No Show

Failure to use booked services without prior written cancellation constitutes a No Show.

No refunds shall be payable for:

• Hotel accommodation;
• Airport transfers;
• Chauffeur services;
• Meals;
• Excursions;
• Attraction tickets;
• Safari drives;
• Guide services;
• Any unused portion of the itinerary.

15. Early Departure or Unused Services

No refund shall be provided for services voluntarily not used by the traveller after travel has commenced.

This includes:

• Missed hotel nights;
• Missed meals;
• Unused transfers;
• Missed excursions;
• Voluntary itinerary changes.

16. Force Majeure

If travel is affected by events beyond the reasonable control of OWT Sri Lanka, including but not limited to:

• Natural disasters;
• Severe weather;
• Floods;
• Earthquakes;
• Landslides;
• Pandemics;
• Epidemics;
• War;
• Terrorism;
• Civil unrest;
• Government restrictions;
• Airport closures;
• Airline operational disruptions;
• Fuel shortages;
• Public emergencies,

OWT Sri Lanka will make reasonable efforts to rearrange travel services or obtain refunds from suppliers.

Refunds, if available, shall be limited to amounts actually recovered from suppliers after deduction of unrecoverable costs and administrative expenses.

OWT Sri Lanka shall not be liable for indirect or consequential losses arising from Force Majeure events.

17. Refund Method

Approved refunds will normally be processed using the same payment method originally used for the booking, unless otherwise agreed or where this is not reasonably possible.

OWT Sri Lanka does not issue cash refunds for payments made by card unless required by applicable law.

18. Refund Processing Time

Once approved, refunds are generally processed within 14 to 30 business days.

Actual receipt of funds depends on:

• Banks;
• Card issuers;
• Payment gateways;
• International banking systems.

OWT Sri Lanka is not responsible for delays caused by third-party financial institutions.

19. Bank Charges and Currency Differences

Refunds will be made in the original booking currency wherever reasonably possible.

Customers are responsible for:

• Foreign exchange losses;
• Bank transfer charges;
• Intermediary bank fees;
• Card issuer charges;
• Currency conversion differences.

OWT Sri Lanka is not responsible for exchange rate fluctuations between the payment date and refund date.

20. Chargebacks

Customers are encouraged to contact OWT Sri Lanka directly before initiating a payment dispute or chargeback.

Where a chargeback is initiated despite services having been provided or cancellation terms accepted, OWT Sri Lanka reserves the right to submit all relevant booking records, correspondence, invoices, confirmations and policy documents to the payment provider in defence of the transaction.

Nothing in this clause limits a customer's legal rights to dispute genuinely unauthorised or fraudulent transactions.

21. Supplier Insolvency

If a supplier becomes insolvent or ceases trading before travel, OWT Sri Lanka will make reasonable efforts to arrange an equivalent alternative or recover available funds.

Any refund shall be limited to amounts actually recovered from the affected supplier.

22. Contact

For cancellation requests or refund enquiries, please contact:

OWT Sri Lanka
A travel brand of OWT Group (Private) Limited
Company Registration No.: PV00238327
Registered Office:
4/6, Geethanjalee Place
Colombo 00300
Sri Lanka
Website: https://www.owtsrilanka.com
Email: info@owtsrilanka.com
Telephone: +94 77 115 7116

Policy Updates

OWT Sri Lanka reserves the right to amend this Cancellation & Refund Policy from time to time. The version in force at the time your booking is confirmed will generally apply to your booking unless a change is required by law.