Privacy Policy & Refund Policy
Privacy Policy
About Sri Lanka City Tours
We are a family -owned business that started in 2017, offering high quality service, comfort, safety and value to all clients seeking to visit Sri Lanka for Vacation, offering them customized packages with tours. Sri Lanka City Tours is a our personalized tour facilitator offering authentic holiday experiences. We describe ourselves as one of the “reliable and ethical tour operator’s in Sri Lanka”. We at Sri Lanka City Tours believe in ‘deeper’ understanding of place, people, culture and real experiences of the places you are visiting rather than hop between destinations.
This policy
This Privacy Policy explains what information we collect, how and why we collect it, and how it is used. We may update this page periodically to ensure transparency and compliance with current regulations.
About Personal Data
Personal data refers to any information that can be used to identify an individual. In compliance with international data protection standards, including the General Data Protection Regulation (GDPR) in the European Union, Sri Lanka City Tours treats all personal data with the highest level of care and security.
How We Collect Data
We collect personal data when you interact with Sri Lanka City Tours in different ways, such as when you contact us by phone or email, submit an inquiry through our website, sign up for our newsletter, or make a booking with us. The information you provide during these interactions is stored securely in our internal systems and used solely for the purpose of managing your inquiries and travel arrangements. In some cases, we may also use trusted third-party service providers, such as email marketing platforms, to send you relevant updates or promotional material—but only with your prior consent. We do not collect personal data without your knowledge, and we ensure that any information provided is handled responsibly and securely.
Data We Collect
The personal data we collect depends on how you interact with Sri Lanka City Tours. When you make an inquiry, we may collect basic details such as your name, email address, phone number, country of residence, and any other information you choose to provide. If you proceed with a booking, we may require additional details including your address, date of birth, passport information (only if necessary for arranging flights or visas), and any health or dietary requirements that may be relevant to your travel. We may also collect information about your interests and preferences in order to design a more personalized travel experience. All data is collected with your consent and is handled securely to ensure your privacy.
What your data is used for
The type of personal data we collect at Sri Lanka City Tours varies depending on the nature of your interaction with us. When you make an initial inquiry, sign up for our newsletter, or contact us through our website, we typically collect basic details such as your full name, email address, telephone number, and country of residence. If you decide to proceed with a booking, we may require more detailed information to provide you with the best possible service. This can include your residential address for billing or communication purposes, your date of birth to confirm age-related requirements, and in some cases, we may also ask for health or dietary information to ensure that your travel experience is safe and comfortable, for example when organizing meals, excursions, or special assistance. Additionally, we may record your travel interests and personal preferences so that we can design tailored itineraries and experiences that match your expectations. All of this data is collected only with your knowledge and consent, stored securely, and used exclusively to enhance your experience with Sri Lanka City Tours.
Your content and images
If you choose to share photos, videos, or content with us after your tour, you grant us permission to use this material for marketing purposes (such as on our website, blog, newsletters, and social media platforms like Facebook and Instagram). We will always credit you where possible, and you can request removal at any time.
Information for Marketing Purposes
At Sri Lanka City Tours, we respect your privacy and only use your information for purposes directly related to your travel arrangements. We do not operate newsletters or regular email marketing campaigns. However, with your consent, we may occasionally contact you via email or phone to provide information that is relevant to your booking, share updates about your travel itinerary, or inform you about special offers and services that may be of interest to you. We will never share your contact details with third parties for marketing purposes, and you can request at any time not to receive promotional communications from us.
Who Can Access Your Data
Your data is accessible only by Sri Lanka City Tours staff responsible for handling bookings and inquiries. We do not pass your personal data to third parties unless it is required to deliver a service (e.g., hotel reservations or ticketing). Our website may contain links to third-party websites. Please note that we are not responsible for the privacy practices of these external sites.
Cookies and Google
Our website uses cookies to improve functionality, enhance your browsing experience, and help us understand how visitors use our site. Cookies are small files stored on your device that allow us to remember your preferences and provide a smoother user experience. We may also use Google Analytics to gather anonymous data such as the number of visitors to our website, which pages are viewed most often, and how users interact with our content. This information helps us improve our services but does not identify you personally. In some cases, we may also use Google’s remarketing services to display relevant advertisements on other websites after you have visited ours. You can manage or disable cookies at any time through your browser settings, but please note that doing so may limit certain features or functionality of our website.
Testimonials
We may publish testimonials from our guests on our website. These will include only your first name, surname initial, your comments, and rating. We will never display identifiable personal details without your permission.
Data Retention and Security
We only keep your personal data for as long as necessary to fulfill the purpose for which it was collected. Data is periodically reviewed and securely deleted when no longer required. We have implemented strict security measures to ensure your data is protected and accessible only by authorized personnel.
How to Contact Us
If you have any questions about this Privacy Policy or wish to exercise your data rights, please contact us:
By email: info@srilankacitytours.com
Website: www.srilankacitytours.com
Please note that our Privacy Policy has been written to be as clear as possible, rather than an exhaustive list of legal jargon. If anything is unclear, please get in touch, we welcome your feedback.
This policy was last updated October 02, 2025.
Refund Policy
At Sri Lanka City Tours, we value your trust and aim to provide a fair and transparent booking process. We understand that travel plans can change unexpectedly, and we have outlined our refund and cancellation policy below to ensure clarity for all our guests. If you choose to cancel your booking 30 days or more before the scheduled tour date, you will receive a full refund of payments made, excluding any non-refundable deposits or service fees that were clearly stated at the time of booking. For cancellations made between 15 to 29 days before the tour start date, you will be eligible for a 50% refund. Unfortunately, if you cancel 14 days or fewer before the tour date, or fail to show up on the day of departure, no refund will be provided. In the unlikely event that Sri Lanka City Tours must cancel a tour, we will provide a full refund or offer you the option to reschedule your trip. If the cancellation occurs due to circumstances beyond our control—such as natural disasters, political unrest, or severe weather—we will work with you to arrange either a suitable alternative or a fair refund, depending on the situation.
Please note that certain services are non-refundable. These may include tailor-made itineraries, short-notice bookings made within 48 hours of departure, and third-party services such as attraction tickets, which may have their own non-refundable policies. If you wish to modify your booking, such as changing your travel dates or itinerary, we encourage you to inform us as early as possible. While we will make every effort to accommodate your request, changes are subject to availability and may incur additional costs. Modifications requested within 14 days of the tour start date may be difficult to accommodate and could result in extra fees.
All requests for cancellations or refunds must be submitted in writing, either through our website’s contact form or by email at info@srilankacitytours.com. Once we receive your request, we will confirm its receipt and inform you whether it qualifies under our policy. Approved refunds will be processed using the original method of payment, and depending on your bank or payment provider, it may take 10 to 14 business days for the funds to appear in your account. In rare cases of force majeure—such as pandemics, sudden travel restrictions, or other extraordinary events beyond anyone’s control—we will do our best to provide flexible solutions. These may include rescheduling your trip, offering partial refunds, or providing alternative travel arrangements, depending on the nature of the disruption.
If you have any questions or need assistance with a cancellation or refund, please contact us via email at info@srilankacitytours.com or through our website at www.srilankacitytours.com.
This policy was last updated October 02, 2025.