Reservations policy.

Who you are booking with

These terms apply to the tours, activities, transfers, guides, stays, train tickets, event seats and planned trips you book with Lakpura Leisure (Pvt) Ltd ("Lakpura", "we", "us") on www.lakpura.com, by email, by phone or on WhatsApp. Goods bought in our shop are covered by our shipping policy and refund policy instead, and your use of the website itself by our terms of service.

By completing a booking you accept these terms together with the details shown on the product page and in your booking confirmation. Where the product page or your confirmation sets out a specific rule — for example a different cancellation window — that specific rule applies.

Our role

We arrange and run our transfers and many of our tours and guided services ourselves, with local drivers and guides we work with. Some services are delivered by an independent supplier — hotels, train operators, event organisers and some activity providers. For those, we arrange the booking on your behalf and the supplier's own rules (such as a hotel's check-in time or house rules) also apply.

If you booked through another platform, such as Viator, GetYourGuide or a travel agent, that platform's booking and cancellation terms govern your payment and refund.

Booking and confirmation

• Your booking is confirmed when we email you a confirmation or voucher. Please check every detail — names, dates, times, pick-up point — as soon as it arrives, and tell us straight away if anything is wrong.
• For stays and other supplier services, we confirm with the supplier after you pay. If the supplier cannot confirm, we will offer you an alternative or refund you in full.
• Train e-tickets are issued about six hours before departure; we keep working to secure the best available seats until then.
• Please give us a contact number you can be reached on while travelling, ideally on WhatsApp.

Prices and payment

• Prices include the taxes shown at checkout. What is included — and what is not, such as entrance fees or meals — is listed on each product page.
• For tours, transfers, services, stays, tickets and event seats, the full price is paid when you book.
• For a planned multi-day trip quoted to you personally, your quote may ask for a deposit of 25% to confirm, with the balance due 30 days before arrival. The quote you accept states exactly what is due and when.
• Payment is made by card through Stripe. We never see or store your full card details.
• The amount and currency shown at checkout is what we charge. Your card issuer may add its own foreign-transaction or currency-conversion fees; these are outside our control.

Cancelling a booking

To cancel, reply to your booking confirmation email or message us on WhatsApp. The time of your message decides which rule applies. Unless your product page or confirmation says otherwise:

• Tours and activities — free cancellation up to 24 hours before the start time for a full refund. Cancellations with less notice are not refunded. Some tours show a longer window or a staged scale on their product page; that scale applies to them.
• Private transfers — free cancellation up to 24 hours before pick-up, refunded in full. After that, we charge for a driver who has already been dispatched.
• Guides and other services — free cancellation up to 48 hours before the date of service.
• Stays — each rate shows its free-cancellation date when you book. Cancel before that date for a full refund. A stay booked or cancelled inside the hotel's cancellation period is non-refundable.
• Event seats (for example the Kandy Esala Perahera) — non-refundable once booked. Children are charged the full seat price, and block reservations are not accepted.
• Planned trips — the cancellation terms are set out in the quote you accept, because they depend on the hotels and services it includes.

Not turning up, or arriving too late for the service to go ahead, counts as a cancellation with no notice.

Changing a booking

If you need to change a date, time or pick-up point, ask us as early as you can. We will do our best to make the change, subject to availability. If the new arrangement costs more, you pay the difference. If a change cannot be made, the cancellation rules above apply to the original booking.

Refunds

Refunds go back to the card you paid with, through Stripe. We process a refund as soon as the cancellation is agreed; your bank usually takes 5–10 business days to show it on your statement.

If we have to change or cancel

Very occasionally we or a supplier must change or cancel a service — for example because of weather, safety, road or rail conditions, or an official closure. We will tell you as soon as we can and offer you a suitable alternative or a full refund of the affected service, whichever you prefer.

Timings on the day can vary with traffic, weather and local conditions; a short delay is not a cancellation.

Your responsibilities

• Give us accurate traveller names, ages and contact details.
• Be at the agreed meeting or pick-up point on time.
• Carry a valid passport and any visa or permit your trip needs — these are your responsibility.
• Tell us before you book about any medical condition, mobility need, dietary requirement or child seat you need, so we can check the service suits you.
• Follow the reasonable instructions of your guide and driver, and the rules of the sites you visit, including dress codes at temples.

Travel insurance

We strongly recommend travel insurance that covers cancellation, medical treatment, repatriation and your belongings.

Our responsibility

We provide the services we operate with reasonable care and skill. Where a service is delivered by an independent supplier, we are responsible for arranging it properly, and the supplier is responsible for delivering it. We are not responsible for events outside our reasonable control, such as extreme weather, natural disasters, strikes, civil unrest or official closures. Nothing in these terms limits any right you have, or any liability we have, that cannot be limited by law.

Something not right?

Please tell your guide, driver or hotel at the time, so it can be put right on the spot. If it is not resolved, contact us as soon as you can — while you are still in Sri Lanka if possible — and we will look into it and reply.

Your data

We use your personal details to arrange and deliver your booking, as described in our privacy policy.

Governing law

These terms are governed by the law of Sri Lanka. This does not take away any protection you have under the consumer law of the country where you live.

Contact

Lakpura Leisure (Pvt) Ltd — contact us, phone +94 115 747474, or our contact page.