Terms and Conditions

RESERVATIONS
All services should be booked through our office in Sri Lanka. Our contact details can be found in the “Contact Us” section of www.diethelmtravel.com

CONFIRMATIONS
All reservation requests are normally confirmed by e-mail. In case immediate confirmation cannot be made, you will be notified of the booking status.

COMPULSORY GALA DINNERS ON CHRISTMAS DAY, NEW YEAR’S EVE, CHINESE NEW YEAR AND OTHER HOLIDAYS
Please be aware that most hotels organize special gala dinners which are compulsory for all guests on Christmas Day, New Year’s Eve, and sometimes on Sinhala Tamil New Year and other festive occasions. These dinners must be paid for – they are a compulsory charge, regardless of whether the client wants the dinner or not. Any client staying at the hotel during these specific days will automatically be charged and no refund will be given. If the hotel announces its rates for the compulsory dinners at a later time, the quoted rate would be amended accordingly to meet the revision. Prices for compulsory gala dinners are listed in separate columns. Our rates for these compulsory dinners are net and no further discounts apply.

PROGRAMME CHANGES
Diethelm Travel reserves the right to rearrange, substitute, or cancel tour elements without prior notice, should prevailing circumstances at the time of travel dictate such adjustments. These changes, for instance, can be caused by last-minute changes in air or train schedules. Every itinerary is subject to change, depending on domestic flight availability. No refund shall be made for any change once your tour has started.

RATES, VALIDITY AND INCLUSIONS / EXCLUSIONS
All prices quoted are net non-commissionable, in quoted currency, and are valid for the indicated duration in our tariffs or individual offers. The following can be included in quoted prices: domestic airfare, ground transfers, accommodation, meals, tour guide services, and other services shown in each tour itinerary.
Our offer clearly states items not included, such as optional tours, visa charges, airport taxes, and personal expenses. Rates are based on conditions at the time of issuing of the tariff or quotations. We reserve the right to adjust prices according to certain forthcoming regulations, such as tax changes or sharp increases of our suppliers’ prices. Invoices will show VAT separately (if applicable). The invoiced amount plus VAT will be equal to the net rates quoted by us.

INCREASES IN TAXES AND AIRFARES
We reserve the right to adjust prices according to new forthcoming regulations such as tax changes, or sharp increases of our suppliers’ prices. Airfares are only guaranteed once the ticket is issued with the airline. Any change in airfare or taxes will be notified and charged should the ticket not have been issued at the time of change.

TERMS & CONDITIONS OF AIR TICKET BOOKINGS
All requests for airline bookings will automatically be bound by the terms and conditions of respective airlines. Diethelm Travel acts as a third party and will assist in booking tickets. Penalty fees for any amendments, changes, or cancellations of a confirmed booking (for example: changing the spelling of a passenger’s name, change of date, change of flight, partial or total cancellation) will be charged according to the terms and conditions of the airline. Full pre-payment is required for all issuance of tickets with low-cost carriers.

CHILD POLICY FOR TRANSFERS
Children less than 2 years of age at the time of travelling:

  • Diethelm Private Transfers: Free of charge. There is NO supplement for a child seat.
  • Diethelm Seat in Coach Transfers: Free of charge. There is NO supplement for a child seat.

Children between 02 – 11 years of age at the time of travelling:

  • 50% discount on private and seating in coach (shared) transfers when traveling with minimum 2 adults.
  • Discounts are calculated from the number of total group of passengers: adults and children (i.e. 2 adults + 3 children are charged at the price bracket from 4 – 6 passengers).
  • When one adult is traveling with a child between 02 – 11 years old, the child is charged 50% of the adult price.
  • For transfers supplied by third parties, Diethelm will attempt to arrange a discount similar to those listed above. However, this might not always be possible. The child conditions are therefore clearly mentioned in our quotations.

CHILD POLICY for EXCURSIONS
Children less than 2 years of age at the time of travelling:

  • Diethelm Private Excursions: Free of charge. There is NO supplement for a child seat.
  • Diethelm Seat in Coach Excursions: Free of charge. There is NO supplement for a child seat.

Children between 02 – 11 years of age at the time of travelling

  • 50% discount on private and seating in coach (shared) excursions when traveling with minimum 2 adults.
    Discounts are calculated from the number of total group of passengers: adults and children (i.e. 2 adults + 3 children are charged at the price bracket from 4 – 6 passengers).
  • When one adult is traveling with a child between 02 – 11 years old, the child is charged 50% of the adult price.
  • For excursions supplied by third parties, Diethelm will attempt to arrange a discount similar to those listed above. However, this might not always be possible. The child conditions are therefore clearly mentioned in our tariff sheets or quotations.

CHILD POLICY for TOURS INCLUDING HOTEL ACCOMMODATION
Children less than 2 years of age at the time of travelling:

  • Diethelm Private Overnight Tours: Free of charge in existing bedding. Supplements for extra bed or baby cot may apply.
  • Diethelm Seat in Coach Overnight Tours: Free of charge in existing bedding. Supplements for extra bed or baby cot may apply.

Children between 02 – 11 years of age at the time of travelling

  • 50% discount on private and seating in coach (shared) transportation and accommodation includes an extra bed, provided of the package when traveling with minimum 2 adults.
  • Discounts are calculated from the number of total group of passengers: adults and children (i.e. 2 adults + 3 children are charged at the price bracket from 4 – 6 passengers).
  • When one adult is traveling with a child between 02 – 11 years old, the child is charged 50% of the adult price.
  • On tours operated by other suppliers or on cruises, the child rate only applies if a child shares existing bedding with adults. Child rates, where applicable, are 50% of the adult paying rate.

GROUP BOOKING POLICY
Cancellation policy for GIT (group) bookings will be advised separately, in a case by case manner, at the time of booking.

SPECIAL REQUESTS AND MEDICAL PROBLEMS
Special requests must be advised at the time of booking. Diethelm Travel will pass any reasonable requests on to the relevant supplier. Unless and until specifically confirmed, all special requests are subject to availability. If you or any member of your party has any medical problem, disability, or health or fitness concerns which may affect your holiday or participation in any activity, or has any special requirements as a result of a medical condition or disability (including any which affect the booking process), please give us full details before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking. You must also advise us as soon as possible of changes or developments in any disability, medical condition, or health or fitness problem after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation or cancel it if full details are not given at the time of booking or their health/fitness/disability/medical condition changes or deteriorates.

BEHAVIOUR AND DAMAGE
Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfil the physical demands of the chosen holiday. Please do not take unnecessary risks in any activity during your holiday. In the interests of safety, you must: follow the guidance in our notes as well as those provided by anybody on our behalf, comply with any local codes of conduct, follow the Country Code, and act sensibly and prudently at all times.

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (including lost keys) must be paid immediately and directly to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (both our own and the other party’s full legal costs) as a result of your actions.

We expect all clients to be considerate of other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way that causes or is likely to cause danger, upset, or distress to any third party, or cause damage to property, we are entitled to terminate the holiday of the person(s) concerned without prior notice. In this situation, the person(s) concerned will be required to leave the accommodation or service. We will have no further responsibility toward such person(s), including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

HANDLING/ADMINISTRATION FEES
If Handling Fees or Administration Fees are applicable, they will be clearly indicated at the time of quotation.

DEPOSITS

  • At times of high demand and short supply, some suppliers require non-refundable deposits in order to guarantee services. Please be aware that these regulations could run contrary to consumer laws in your country. Although we make every effort to avoid such situations, at times these regulations are unchangeable.
  • Cancellation and deposit policies might change depending on the occupancy of hotels. Our reservations department will inform you at the time of booking.
  • Should deposit conditions apply, you will be notified at the time of confirmation. We will advise you to follow the stated deposit policy to avoid the cancellation of your confirmed accommodation.

PAYMENT
We must receive full prepayment in our bank account at least four (4) weeks before the commencement of services. Diethelm Travel and its groups do not accept personal/company cheques or any bankers’ drafts. All bank transfer charges and fees are to be paid by the client. Payment terms can deviate upon mutual agreement between Diethelm Travel Group and its clients.

BANK ACCOUNT
Account Name: Diethelm Travel Lanka (Pvt) Ltd.
Bank Name: Nations Trust Bank
Bank Address: Nr 242, Union Place, Colombo 02, Sri Lanka
Account No.: 006-291000-075
Swift Code: NTBCLKLX

REFUNDS
Refunds will not be given for unused or cancelled services after the tour arrangements have begun.

CANCELLATION POLICY FOR FIT
Cancellation charges are calculated from the day the written notification is received by the company or agent as a percentage of the net total tour price as shown, plus any surcharges (e.g. ticketed air sectors and other penalties imposed by suppliers, such as hotels):

  • Between 04 days and 01 days prior to departure or no show: 100% of package price
  • Between 07 days and 05 days prior to departure: 75% of package price
  • Between 14 days and 08 days prior to departure: 50% of package price
  • Between 20 days and 15 days prior to departure: 25% of package price
  • Between 29 days and 21 days before departure: According to the costs incurred.

Cancellation terms are subject to each hotel’s policy; the hotel cancellation policy supersedes.

CANCELLATION POLICY FOR GIT (groups)
GIT (Groups): Clients will be notified of tours that are cancelled because there are too few participants 6 weeks before the start of the tour. In these cases, Diethelm Travel will offer an alternative tour of a similar standard or a full refund. The cancellation policy of GIT bookings will be notified separately on a case by case basis.

CANCELLATION POLICY FOR HOTEL ONLY RESERVATIONS
Cancellation terms are subject to each hotel’s policy; this shall be made known at the time of confirmation.

COMPLAINTS AND PROBLEMS
In the unlikely event that you have reason to complain, or you experience any problems with your holiday, you must immediately inform the Diethelm Travel Sri Lanka staff member, hotelier, or supplier in question. Verbal notification must be put in writing and given to them as soon as possible. If the complaint or problem is not immediately resolved to your satisfaction, you must contact us with full details by telephone or email within 48 hours. Until we know about a problem or complaint, we cannot offer assistance. Most problems can be dealt with quickly; however, if you remain unsatisfied, you must write to us within 28 days of your return to your country of residence, giving your booking reference and full details of your complaint.
You should not have unreasonable expectations of the facilities that will be provided; in certain remote areas and destinations, they may be lower than what you might be used to at home. The standards and quality of your travel arrangements will be in line with the itinerary and any literature you receive from us.

LIABILITY
Diethelm Travel Sri Lanka acts as an intermediary between its clients and the international and domestic airlines, hotels, transport operators not limiting to land based, airborne or waterborne services, and local tourist offices that provide the services. Diethelm Travel Sri Lanka is therefore not responsible for any loss, injury, or damage sustained by travellers or their property, including those occurring outside of tour programs. Programs, prices, services, and conditions are based on those valid at the time of our written confirmation and are therefore subject to change, without advance notice, before or during the tour. Risk involved in adventure activities not limiting to water based, land based, airborne and below surface activities are at the sole discretion of the client. Participation in our tour implies the travellers’ agreement to the above conditions.

OTHER CONDITIONS
Additional expenses incurred due to delay, accidents, natural disaster, and political actions or unrest must be covered by the tourists or other the service providers. We advise that due to frequent flight changes, delays and cancellations by the various domestic airlines and trains we cannot fully guarantee that the proposed itinerary can be carried out as planned. Based on our experience, changes of departure times and/ or cancellations can occur at very short notice even after confirmation of a flight has been received. The same applies for train travel: Schedule changes occur frequently; often without prior notification. In case of schedule changes or flight cancellations we always try everything possible to arrange an alternate programme within the framework of the original quoted costs. However, we reserve the right to charge any cost exceeding the original budget to the tour operator/ travel agent or to the participant of a tour after consultation with the agent.

In the event the road condition is unsuitable for the tour vehicle to be used during a specific segment of the tour a basic alternate third party vehicle would be provided. No liability or insurance would cover such vehicles.

It is understood when booking activities/experiences involving national parks or camping outdoors plausible risks have been considered.

Poya holidays are observed on the day of each full moon in general, Hindu and Buddhist festivals are declared according to local astronomical observations and it is often only possible to forecast the approximate time of their occurrence. On such days of religious reverence selling alcohol in public is illegal. However, at certain hotels the room bars remain accessible.

Programmes, prices, services and conditions are based on those valid at the time of proposal submission and are subject to change thereafter without advance notice until all services have been paid in full.

We strongly advise to leave valuable items (money, passport, credit cards, jewellery, sensitive documents, laptop computer, etc.) in the hotel safe. During excursions and roundtrips, personal belongings, especially money and valuables should not be left on vehicles, even during short breaks, and carried around at all times. Diethelm Travel Sri Lanka is not responsible for any loss or theft.

Due to ongoing rapid upgrades/developments of roadways and highways in Sri Lanka the times mentioned for transfers may take longer than estimated without prior notice.