1. Definitions

“Company” refers to One’s Destination and its sub-brands (One’s Trail, Adventure OD, Once in the Pearl).
“Guest” refers to the person(s) making and/or participating in the booking.
“Supplier/Partner” refers to hotels, transport providers, activity operators, and any third parties engaged in your itinerary.

2. Booking Process & Payment

• A booking is confirmed upon receipt of a written confirmation from the Company and payment of the agreed deposit.
• A deposit of 30% of the total tour cost is required to secure your reservation, unless otherwise specified.
• Full payment must be made no later than 30 days prior to arrival.
• Bookings made within 30 days of travel require full payment at the time of confirmation.
• All payments must be made in the currency specified on your invoice, free of bank charges or transfer fees.

3. Pricing & Inclusions

Prices quoted are based on current rates of exchange, accommodation, transport, park entry fees, and government taxes at the time of booking. The Company reserves the right to adjust prices if suppliers or government authorities change their rates, taxes, or fuel surcharges before final payment is made. Inclusions and exclusions will be clearly stated in your confirmed itinerary.

Price guarantee: We do not apply surcharges for exchange-rate fluctuations. In the unlikely event that government taxes or supplier-imposed increases cause a price rise exceeding 8% of your total booking, you may cancel without penalty.

4. Amendments & Cancellations by Guest

Our cancellation policy depends on the type of booking:

(4.1) Round Tours with Accommodation

• These tours include hotels, lodges, or villas and are subject to each property’s individual cancellation policy in addition to ours.
• Typical guidelines (exact terms confirmed in your booking):
• More than 45 days before arrival → Full or majority refund (less admin fees).
• 30–44 days before arrival → Up to 50% refund.
• Less than 30 days → Non-refundable.
• Any stricter hotel partner rules will take precedence.
• Refunds will be processed in line with those terms, less any administrative costs.

(4.2) Safaris, Day Tours & Excursions

• More than 14 days before the experience → Full refund (less any non-refundable park entry fees or third-party tickets).
• 7–13 days before → 50% refund.
• Less than 7 days, or no-shows → Non-refundable.

(4.3) Transport Packages & Transfers (Arrival, Departure & City/Hotel Transfers)

• More than 7 days before service date → Full refund (less administrative fees).
• 3–6 days before → 50% refund.
• Less than 72 hours, or no-shows → Non-refundable.
• For bundled transport packages (multi-day chauffeur-driven itineraries), stricter conditions may apply and will be advised at the time of booking.

(4.4) Mixed Itineraries (e.g., Tours + Transfers + Excursions)

Each component will follow its respective cancellation policy. In cases where multiple policies apply, the stricter policy will govern that component of the booking.

(4.5) Flexibility & Future Credits

5. Amendments & Cancellations by the Company

The Company reserves the right to cancel or modify a booking in the event of unforeseen circumstances such as natural disasters, political instability, strikes or supplier failure. In such cases, we will offer suitable alternatives or a refund of payments received, less any non-refundable charges already incurred. The Company is not liable for additional costs (e.g., flights, visas) outside the scope of the confirmed booking.

6. Itinerary Changes

By Us

We are committed to maintaining the quality and spirit of your confirmed itinerary. Adjustments will only be made in unavoidable circumstances such as overbookings, supplier issues, or safety concerns. Where changes are necessary, we will consult with you and ensure any alternatives are in line with your original experience. Should a replacement hotel or service be of lower value, we will refund the difference and cover additional transfer costs if incurred.

By You

We aim to offer flexibility wherever possible. Once an itinerary is confirmed, requests for changes will always be considered, but they may be subject to additional costs. We will advise you of any such charges before confirming amendments.

7. Guest Responsibilities

• Guests are responsible for ensuring they hold valid travel documents (passports, visas, vaccinations, insurance).
• Guests must disclose any medical, dietary, or special requirements at the time of booking.
• Guests are expected to behave responsibly, respecting local customs, wildlife, and communities.
• Reasonable behaviour is expected at all times; disruptive, offensive, or unsafe conduct may result in termination of services without refund and the Guest may be held liable for wilful damage.

8. Information & Accuracy

Information Provided by You

All information you provide should be true and accurate. We will treat it confidentially and will only use your personal information for purposes outlined in our Privacy Policy. We may need to disclose your personal information to trusted partners (hotels, transport providers, activity operators and governmental agencies) to facilitate your booking. We do not share personal information with third parties for their marketing purposes.

Information Provided by Us

We will use reasonable endeavours to ensure that information provided is free from errors and omissions and will correct any errors once notified. However, temporary local circumstances—such as emergency maintenance, power cuts or seasonal closure—may make advertised facilities unavailable. We cannot be held responsible for misinformation that a reasonable person could not have expected us to know.

9. Travel Insurance

Comprehensive travel insurance (covering medical, cancellations, curtailments, and personal belongings) is strongly recommended for all Guests. The Company may refuse travel to Guests who are inadequately insured. The Company accepts no liability for costs incurred as a result of a Guest travelling uninsured.

10. Health & Inoculations

All Guests are strongly advised to consult their medical advisers at least four weeks before travel regarding recommended vaccinations, malaria prophylaxis and other health precautions. It is essential to inform us of any disability, medical condition, allergy or dietary preference before booking so we can advise on suitability and make necessary arrangements.

11. Minors

We are committed to safe travel. Bookings for unaccompanied minors under 18 years are not normally accepted. At our discretion, we may be able to assist with transporting a minor aged 16 or older within Sri Lanka with appropriate documentation and parental/guardian authorisations; such arrangements must be agreed in writing in advance.

12. Liability & Limitations

The Company acts only as an agent for hotels, transport providers, and activity operators, and cannot be held liable for injury, loss, delay or damage caused by third-party suppliers. Our liability is limited to the value of the booking in question. We accept liability only for proven negligence in services we directly provide. By participating in safaris and adventure activities you accept inherent risks and must follow staff instructions for safety.

13. Complaints Procedure

We are committed to high levels of customer care. If you experience a problem, please raise it immediately with the supplier (for example, the hotel manager or your chauffeur-guide). If the issue is not resolved, contact our guest care team using the emergency numbers provided in your travel documents. We will act promptly to investigate and, where appropriate, provide remedy. If a complaint is not raised during travel, it may reduce our ability to resolve it afterwards. We reserve the right to refuse liability where the complaints procedure is not followed.

14. Representatives & Support

Support on your itinerary is provided in the first instance by your chauffeur-guide if you have booked transport with us. All drivers and guides working with us are registered. Further support is available from our guest care team in Sri Lanka; their contact details are provided in your travel documents.

15. Shopping

We do not recommend or guarantee the value, authenticity or quality of goods purchased during your itinerary, even if an item is suggested by a guide or supplier. Determining the value of any product is the Guest’s responsibility, and the Company has no duty to intervene in such transactions.

16. Force Majeure

The Company shall not be liable for failure to perform due to events beyond our reasonable control, including natural disasters, epidemics/pandemics, strikes, civil unrest, government restrictions, or similar events.

17. Governing Law

These Terms & Conditions are governed by the laws of Sri Lanka, and any disputes shall fall under the exclusive jurisdiction of Sri Lankan courts.

18. Contact Us

For questions regarding these Booking Terms & Conditions, or for customer care, please contact:

One’s Destination
Email: sales.onesdestination@gmail.com
Phone: +94707736619