Terms of Service & Booking Conditions

The agreement between you and Ascencia Travels when you enquire, book, and travel with us.

Company: Ascencia (Pvt) Ltd, trading as Ascencia Travels

Registration: PV00305505 | Incorporated in Sri Lanka, 21 July 2024

Registered address: 200/1, 1st Lane, Egodawatta Road, Boralesgamuwa, Sri Lanka

Version: 2.0

Effective date: 21 July 2026

Welcome to Ascencia Travels. We are committed to designing exceptional private journeys across Sri Lanka while the arrangement between us to be as clear and considered as the journeys themselves. These Terms of Service and Booking Conditions (“Terms”) set out that arrangement: what you can expect from us, what we ask of you, and how a booking works from enquiry through to your return home. Please read them before confirming a journey with us, and reach out if anything would benefit from a conversation first.

1. Scope and Acceptance

These Terms apply to every enquiry, proposal, and confirmed Booking made with Ascencia, whether through our website, by email, WhatsApp, or through a travel advisor acting on your behalf. By confirming a Booking with us, whether in writing, by payment of a deposit, or by any other means of acceptance, you agree to be bound by these Terms on behalf of yourself and every member of your travelling party.

If you are booking on behalf of other guests, including family members or travelling companions, you confirm that you have their authority to accept these Terms, and you are responsible for making sure they are aware of and agree to them. Where a journey is arranged through a travel advisor or agent, these Terms govern the contract between Ascencia and that advisor or agent, who remains responsible for their own arrangements with you.

2. Definitions

• “Booking” means a confirmed reservation of a journey with Ascencia.
• “Guest” or “you” means the person or people travelling on a journey arranged by Ascencia.
• “Journey” means the itinerary, accommodation, transport, and activities arranged by Ascencia for a Booking.
• “Total Booking Value” means the full invoiced value of a Booking at the point of Confirmation, adjusted for any later Amendments.
• “Confirmation” means our written acknowledgement that a Booking is secured, issued once the required deposit has been received.
• “Supplier” means any hotel, activity provider, transport operator, or other third party engaged to deliver part of a journey.

3. Our Role as Your Destination Management Company

Ascencia designs and coordinates private journeys through Sri Lanka. We plan itineraries, reserve accommodation and activities, arrange private transport in air-conditioned vehicles, and act as your point of contact throughout your journey. Every journey we arrange is private: a minimum of seven nights, for a maximum of six guests, with no group departures (exceptions are available upon request).

We work with a curated group of boutiques and four- and five-star properties, and seek to engage licensed and insured Suppliers for transport and activities where commercially available. While we select and coordinate these Suppliers with care, each Supplier operates under its own terms and conditions.

4. Enquiries and Itinerary Proposals

An enquiry or itinerary proposal is not a Booking, and does not commit you or us to anything. Proposed itineraries, rates, and availability are indicative until Confirmation, and may change in the meantime, particularly where a boutique property has limited capacity.

Nothing in a proposal, quotation, or piece of marketing material constitutes an offer capable of acceptance. A Booking is only formed once we issue Confirmation in accordance with Section 5.

5. Booking Confirmation

To confirm a Booking, we require your written acceptance of the proposed itinerary and payment of the deposit set out in Section 6. A Booking is confirmed, and these Terms take effect, once we have received that deposit and issued written Confirmation.

Provisional holds on accommodation or activities are subject to release if a deposit is not received within the period we specify at the time.

6. Payment Terms

6.1 Deposit

A deposit of 30% of the Total Booking Value (or such higher deposit amount as specified in your individual itinerary proposal to cover non-refundable supplier requirements) is payable within 7 days of your written acceptance of the itinerary, to secure your Booking. For journeys commencing between 15 December and 15 January, and for any other period we designate in advance as peak season, the deposit is 50% of the Total Booking Value.

The deposit is non-refundable, subject to the cancellation terms in Section 8, and reflects the advance commitments we make to boutique properties and Suppliers on your behalf.

6.2 Balance

The remaining balance is due 60 days before your arrival in Sri Lanka. Where a Booking is confirmed within 60 days of arrival, full payment is required at the time of Confirmation.

If the balance is not received by the due date, we may treat the Booking as cancelled by you, and the cancellation terms in Section 8 will apply.

6.3 Payment Methods and Currency

Payments may be made by bank transfer or through our secure card payment gateway. We do not collect or store your card details; card payments are processed directly by our payment provider, as described in our Privacy Policy. Where payment is made by bank transfer, any charges levied outside Sri Lanka are borne by you.

All prices are quoted in United States Dollars unless otherwise agreed with you in writing.

7. Amendments to a Confirmed Booking

We are glad to accommodate changes to a confirmed itinerary where we can. Requests to change travel dates, party size, or the content of your journey should be made to us in writing. Amendments are subject to availability, any resulting rate difference, and any charges levied by the Suppliers involved, together with an administration fee of USD 50 per amendment.

Where an amendment reduces the length or content of your journey, the cancellation terms in Section 8 apply to the portion removed.

8. Cancellations by You

Should you need to cancel a confirmed Booking, please notify us in writing. Cancellation takes effect on the day we receive that notice. Because we commit deposits and holds to boutique properties and Suppliers well in advance on your behalf, the following charges apply, calculated as a percentage of the Total Booking Value:

• More than 90 days before arrival: forfeiture of the deposit
• Between 89 and 60 days before arrival: 50% of the Total Booking Value
• Between 59 and 30 days before arrival: 75% of the Total Booking Value
• Less than 30 days before arrival, or after your journey has begun: 100% of the Total Booking Value

No refund is available for any service that forms part of your itinerary but is not used. Where a cancellation charge under this Section is lower than a non-refundable commitment we have already made to a Supplier on your behalf, such as a non-refundable boutique property rate, we will advise you of the higher amount at the time of cancellation.

9. Changes or Cancellation by Ascencia

We plan every journey carefully and will make every effort to deliver it as confirmed. Occasionally, circumstances outside our control may require us to adjust part of your itinerary. Where this happens, we will inform you as soon as reasonably possible and arrange an alternative of a comparable or better standard wherever we can.

In the rare event that we need to cancel your Booking for reasons within our control, our liability is strictly limited to refunding in full any monies received by Ascencia for the cancelled portion of the journey. Ascencia shall not be liable for any indirect, incidental, or consequential losses, including but not limited to the cost of international flights, visa fees, travel insurance premiums, or non-refundable travel arrangements made independently by you.

10. Pricing and What is Included

Your written itinerary proposal sets out specifically what is included in the Total Booking Value. Unless expressly stated in writing as included, the following items are strictly excluded from your tour price:

• International airfares and airport taxes.
• Sri Lankan entry visas (ETA).
• Comprehensive travel insurance.
• Gratuities/tips for guides, chauffeurs, hotel staff, and park trackers.
• Unspecified meals, beverages (including alcohol), laundry, and items of a personal nature.
• Optional activities, camera/video permits, or entrance fees not explicitly itemized in the confirmed itinerary.

Prices are based on rates, taxes, and exchange rates current at the time of quotation and may be adjusted prior to Confirmation if this change materially. Once a Booking is confirmed, the Total Booking Value will not change except through an Amendment requested by you or as a direct result of government-imposed tax alterations.

11. Travel Insurance

Comprehensive travel insurance covering medical treatment, emergency evacuation, trip cancellation, and personal effects is strongly recommended for all travellers.

If you choose to travel without adequate insurance coverage, you acknowledge and agree that you assume all financial risks associated with medical emergencies, trip disruptions, cancellations, or lost luggage. Ascencia accepts no financial liability for losses or expenses that would otherwise have been covered by a comprehensive travel insurance policy.

12. Passports, Visas and Health Requirements

You are responsible for ensuring that every member of your party holds a valid passport, the correct visa for Sri Lanka, and any recommended vaccinations, and for reconfirming these requirements before departure, as they can change. We are glad to advise where we can, but we do not accept responsibility for a guest who is unable to travel because of incomplete travel documentation.

13. Your Responsibilities While Travelling

We kindly ask that you treat our team, our Suppliers, and fellow travellers with courtesy throughout your journey, and that you follow reasonable safety guidance given by your guide, driver, or an activity provider. Where a guest's conduct puts the safety or enjoyment of others at serious risk, we reserve the right to end that guest's journey without a refund for the remaining portion.

You are responsible for your own belongings throughout your journey, and for any loss or damage you or a member of your party cause to accommodation or equipment provided by a Supplier.

14. Our Liability

Ascencia acts solely as an independent destination management coordinator. We take responsibility for arranging your journey with care and for the standard of services delivered directly by our internal team. Where a Supplier delivers part of your journey (such as a hotel stay, transfer, or activity), that Supplier is an independent contractor and not an agent or employee of Ascencia. Our liability in selecting such Suppliers is limited to exercising reasonable care.

To the maximum extent permitted by Sri Lankan law, Ascencia’s total aggregate liability for any loss, damage, injury, claim, or expense arising out of or in connection with a Booking, whether in contract, tort (including negligence), or otherwise, shall be strictly capped at the Total Booking Value actually paid by you to Ascencia for the specific journey giving rise to the claim. We accept no liability for loss, delay, or damage caused by circumstances beyond our reasonable control or by the independent acts or omissions of any third-party Supplier or public authority.

15. Force Majeure

Neither Ascencia nor you will be liable for any failure to perform an obligation under these Terms where this is caused by circumstances beyond that party's reasonable control, including natural disaster, extreme weather, epidemic or pandemic, civil unrest, war, strike, or government action. Where such circumstances prevent us from delivering part of your journey, we will work with you to find a reasonable alternative, though this may involve additional cost that we will discuss with you first.

16. Complaints

We aim to deliver an exceptional experience and wish to resolve any operational concern immediately while you are in Sri Lanka. You must raise any concern or dissatisfaction with your guide, driver, or our destination support team immediately upon its occurrence so that we have a genuine opportunity to investigate and rectify the issue on the spot.

If an issue is not reported to our team during your journey, preventing us from inspecting or correcting the issue in real-time, Ascencia will not accept liability or consider post-journey requests for compensation or refunds regarding that matter. If an issue remains unresolved following on-the-ground notification, a formal written complaint must be submitted to info@ascenciatravels.com within twenty-eight (28) days of your completed journey.

17. Photography and Guest Media

With your consent, we may photograph moments from your journey to feature in our portfolio and marketing materials. We will only use images that identify you with your prior agreement, and you are welcome to let us know at any time if you would prefer not to be photographed.

18. Website Use and Intellectual Property

The content of our website, including text, photography, and itinerary designs, belongs to Ascencia or is used under licence, and may not be copied or used for any commercial purpose without our written consent. We take care to keep the information on our website accurate, and will correct any error brought to our attention as soon as we can, but we do not guarantee that it is free of error at all times.

19. Data Protection

We handle your personal information in accordance with our Privacy Policy, available at ascenciatravels.com/privacy-policy, which explains what we collect, how we use it, and the rights available to you under the Sri Lanka Personal Data Protection Act, No. 9 of 2022. You can also request the full privacy policy document from us via email.

20. Governing Law and Jurisdiction

These Terms, and any Booking made under them, are governed by the laws of Sri Lanka. Any dispute arising from these Terms or a Booking is subject to the exclusive jurisdiction of the courts of Sri Lanka.

21. Changes to These Terms

We may update these Terms from time to time to reflect changes in our practices or in applicable law. The version published on our website at the time of your Booking is the version that applies, and the effective date is shown at the top of this document.

22. Contact Us

For any question about these Terms, a Booking, or a journey in progress, please contact us:

Ascencia Travels

200/1, 1st Lane, Egodawatta Road, Boralesgamuwa, Sri Lanka

Email: info@ascenciatravels.com

Phone / WhatsApp: +94 77 738 3485