01 BOOKING AND CONFIRMATION

Enquiry – itinerary proposal – revisions – confirmation – deposit to secure – balance before departure. Payment methods to be confirmed.

02 DEPOSIT AND BALANCE

Deposit percentage and balance due date to be confirmed. Typically 20 to 30% deposit, balance 60 to 90 days before departure.

03 CANCELLATIONS AND REFUNDS

Cancellation charges apply on a sliding scale based on days before departure. Full tier schedule to be published once confirmed.

04 CANCELLATION BY SERANO JOURNEYS

In circumstances beyond our control, the full tour cost will be refunded or a credit valid for 24 months offered. Direct communication guaranteed in every case.

05 MODIFICATIONS

Changes accepted in writing within 48 hours, subject to availability and any cost adjustments.

06 ADVANCE BOOKING REQUIREMENTS

Certain experiences included in Serano Journeys itineraries require advance booking – Tea Trails bungalows, Lunuganga and Brief Garden, Sinharaja DWC naturalist guides, scenic train observation carriage seats, Ayurveda centre reservations and community lunch arrangements. These are handled by Serano Journeys before booking confirmation.

07 SEASONAL ADVISORIES

Serano Journeys provides seasonal advisories for all relevant itineraries – Yala Block 1 access May to September, south and west coast sea conditions May to October, Knuckles leech season May to October, Horton Plains mandatory 6am departure, Minneriya Gathering season July to October and Sinharaja DWC booking lead times. These are included in all pre-trip guest documentation.

08 TRAVEL INSURANCE

Comprehensive travel insurance strongly recommended for all journeys and required for adventure activities including cycling, rafting, trekking and safari.

09 WILDLIFE AND RESPONSIBLE TRAVEL

No elephant riding. No wildlife baiting. All safari, marine and rainforest experiences arranged through certified ethical operators. Sinharaja requires a licensed DWC naturalist guide – this is a legal requirement, not an optional add-on.

10 PRIVACY

Personal data used only for designing and delivering your journey. Not sold or shared. Payment processed securely through (client to confirm provider).

11 COMPLAINTS

Issues raised during a journey handled in real time by the on-ground team. Written complaints within 28 days, acknowledged within 48 hours, responded fully within 14 days.

LAST UPDATED

[Date to be confirmed on publication]