Terms & Conditions
By making a purchase through the Airlines Crew Tours website, via phone with our customer service, or through our partner travel agents, you are agreeing to the following Terms & Conditions. The person making the booking is considered to have accepted these conditions on behalf of all guests mentioned in the booking. No changes to these Terms & Conditions are valid unless made in writing and authorized by ACT Lanka Pvt Ltd (trading as Airlines Crew Tours / ACT Sri Lanka).
Payment Options
Payments for tours organized by ACT Lanka Pvt Ltd (trading as Airlines Crew Tours / ACT Sri Lanka) can be made via:
Online payments using any credit or debit card through our partners
Bank-to-bank transfers
Identification Requirements
Please ensure all members of your party carry valid identification on the day of the visit, especially those eligible for age or student discounts. Students must present valid photo ID for verification on every tour. The payment cardholder should also be part of the traveling group and able to produce valid ID for verification purposes.
General Conditions
- All tour programs are subject to hotel room availability at the time of booking.
- Hotels only accept confirmed bookings.
- Once our proposal is accepted, we will send final confirmation along with details of overnight stays, the itinerary, and service vouchers with hotel links and information. Clients should review the details carefully before confirming the tour.
- While we aim to match the tour with client preferences and budget, we primarily work with trusted hotels and suppliers in the Sri Lanka tourism industry. ACT Lanka Pvt Ltd cannot guarantee satisfaction with third-party services, and clients are advised to raise concerns prior to confirmation.
- Optional excursions or additional services incur extra charges.
- All tour programs follow the inclusions and exclusions specified in the tour plan.
- Visits to wildlife parks, adventure activities, or related experiences are at the client’s own risk. Safari jeeps and other third-party activities may carry only basic insurance coverage. ACT Lanka Pvt Ltd is not liable for accidents, injury, or loss occurring during third-party services.
- Standard hotel check-in is 12:00 pm – 02:00 pm and check-out at 11:00 am. Early check-in or late check-out may be arranged for an additional fee.
- Group tours include one main arrival and departure transfer. Separate transfers due to differing flight details may incur extra charges.
- Any upgrades, changes, or additional costs during the tour are the client’s responsibility. ACT Lanka Pvt Ltd will not provide refunds or cover additional expenses unless otherwise agreed.
- Complaints regarding hotels or services must be raised while in Sri Lanka. ACT Lanka Pvt Ltd cannot address complaints after clients depart the country.
Guide Requests and Changes
ACT Lanka Pvt Ltd strives to meet your preferences, including language-speaking guides or specific guide requests. While we make every effort to accommodate these requests, scheduling, availability, or unforeseen circumstances may require guide changes.
- Replacement guides are fully qualified and experienced, ensuring service quality is maintained.
- We will inform the travel agent or client of changes whenever possible.
- For last-minute changes, our representative will meet clients at the airport and provide updated service documents if prior contact was not possible.
Weather, Activity, and Train Limitations
- Some activities, including safaris, treks, ocean excursions, or adventure experiences, may be affected by weather, safety concerns, or unforeseen circumstances. ACT Lanka Pvt Ltd will make reasonable efforts to provide alternatives or reschedule when possible. No refunds or compensation are provided for cancellations due to factors beyond our control.
- Train tickets will be booked in a timely manner; however, ACT Lanka Pvt Ltd cannot guarantee on-time operation due to potential delays, strikes, weather, or accidents on the Sri Lankan railway network.
- Clients are responsible for assessing their own health, fitness, and capability to participate in adventure activities.
Travel Insurance
ACT Lanka Pvt Ltd (trading as Airlines Crew Tours / ACT Sri Lanka) strongly recommends all clients obtain travel insurance prior to any tour. Travel insurance is essential to cover risks related to adventure sports, health emergencies, theft, wildlife activities, trekking, water sports, and other tourism-related incidents. ACT Lanka Pvt Ltd and its local or overseas partners, operators, or travel agents are not liable for incidents involving guests without adequate insurance. Claims for insurance reimbursement must be made directly with the relevant insurance provider.
- Clients without adequate insurance participate at their own risk.
- Claims for insurance reimbursement must be made directly with the relevant insurance provider.
Force Majeure
In the event of unforeseen circumstances beyond our control, including strikes, transport delays, weather events, natural disasters, or government actions, ACT Lanka Pvt Ltd may alter scheduled tours. We will inform guests promptly and propose alternatives, substitutions, rescheduling, or refunds at our discretion.
Disputes
These Terms & Conditions are governed by Sri Lankan law. Any dispute not resolved amicably shall be submitted to mediation, and if unresolved, proceed to binding arbitration. The courts of Sri Lanka have exclusive jurisdiction.
Limitation of Liability
ACT Lanka Pvt Ltd coordinates services provided by third-party suppliers but does not operate them directly. The company is not liable for:
- Injury, illness, death, or loss of property caused by third-party services
- Delays, cancellations, or disruptions beyond our control
- Any other claims arising from unforeseen circumstances
Complaints and Feedback
We strive to provide the highest quality service during your tour. If you have any concerns regarding accommodations, services, or activities, please notify your guide or contact us using the details provided in your Welcome Letter while you are in Sri Lanka. Our team is available 24/7 to address and resolve any issues promptly.
For logistical reasons, we are unable to take action on complaints after you have departed from Sri Lanka. We encourage all clients to share feedback during their stay so that we can ensure a smooth and enjoyable experience.
Tour Cancellation Policy
By booking a tour with ACT Lanka Pvt Ltd (trading as Airlines Crew Tours / ACT Sri Lanka), you agree to the following cancellation terms:
60–46 Days Prior to Departure: 100% refund (bank charges may apply)
45–31 Days Prior to Departure: 50% refund (bank charges may apply)
30 Days – 0 Days Prior to Departure: Non-refundable
Refunds will be processed in the original payment method. Written notification of cancellation is required.