Terms and
Conditions

Using these terms

These terms apply when you ask Palmora Escapes to arrange accommodation, flights, transfers, activities, packages or other travel services. By confirming a booking or making a payment, the lead traveller confirms that every person included in the booking has read and accepted them.

The lead traveller must be at least 18 years old and is responsible for providing accurate information, making payments and sharing all booking information with the other travellers.

Our role and travel suppliers

Palmora Escapes arranges travel services using airlines, hotels, resorts, transport providers, tour operators and other independent suppliers. Depending on the booking, we may act as your booking agent, package organiser or principal. Your confirmation will identify the services arranged and the relevant supplier conditions.

Independent suppliers are responsible for delivering their own services. Their rules on check-in, baggage, changes, cancellations, conduct and refunds may apply in addition to these terms.

Quotes, availability and prices

All quotations are subject to availability and are not guaranteed until the required payment has been received and the booking has been confirmed. Prices may change before confirmation because of availability, exchange rates, taxes, fuel charges or supplier updates.

We will explain what is included and excluded. Unless stated otherwise, personal spending, visas, insurance, optional activities, local charges and international flights are not included. Obvious pricing or description errors may be corrected before confirmation.

Making and confirming a booking

A request, enquiry or quotation is not a confirmed booking. A booking becomes confirmed only when Palmora Escapes sends written confirmation after receiving the required payment and supplier approval.

Please check every name, date, route, room, meal plan and service as soon as you receive the confirmation. Tell us immediately if anything is incorrect. Names must match the traveller’s passport exactly.

Deposits and payments

The deposit, instalment schedule and final payment deadline will be shown in your quotation or invoice. Some bookings require full payment immediately and some supplier payments may be non-refundable from the time of confirmation.

If payment is late, suppliers may cancel the booking and cancellation charges may apply. You are responsible for bank fees, payment-provider charges and any currency conversion applied by your bank unless we confirm otherwise in writing.

Changes requested by you

Contact us as soon as possible if you wish to change a name, date, destination, room, flight or other service. We will ask the relevant suppliers, but a change cannot be guaranteed.

You must pay any supplier charge, fare difference, additional cost or reasonable administration fee explained to you before the change is processed. Some services cannot be changed and may need to be cancelled and booked again.

Cancellations by you

The lead traveller must send a cancellation request in writing. Cancellation takes effect when we receive the request and acknowledge it. Charges depend on the date of cancellation and the conditions of each supplier.

Deposits, airline tickets and other prepaid services may be partly or fully non-refundable. We will provide the applicable cancellation amount before processing the request where possible. You may be able to claim eligible losses through your travel insurer.

Changes or cancellations by us or a supplier

Travel arrangements can sometimes change after confirmation. We will tell you about a significant change as soon as reasonably possible and explain the options offered by the responsible supplier or required under applicable law.

Minor changes may include an airline schedule adjustment, similar room allocation or a change of transport type. If a supplier cancels a service, any refund, credit or alternative will normally follow that supplier’s rules. Our own service fee may remain non-refundable where the arrangement work has already been completed, subject to applicable law.

Flights, accommodation, transfers and activities

Flight times, aircraft, routes and baggage rules may change. Travellers must reconfirm schedules, arrive on time and follow airline requirements. Missing a service through late arrival may be treated as a no-show.

Hotel classifications and room descriptions follow local or supplier standards. Images are illustrative and room position, view or facilities may vary. Transfer times are estimates. Activities may depend on weather, safety, minimum numbers or local conditions.

Passports, visas and traveller responsibilities

You are responsible for valid passports, visas, transit permissions, entry forms, vaccination evidence and any documents required for every destination and transit country. Requirements can change, so check official sources and the relevant embassy before travel.

You must give us accurate names, dates of birth, contact details and other requested information. Palmora Escapes is not responsible for loss caused by incorrect information or missing documents supplied by a traveller.

Insurance, health and safety

We strongly recommend comprehensive travel insurance from the time you book. It should suit your destination and activities and cover medical treatment, cancellation, disruption, baggage and emergency repatriation.

Travellers are responsible for assessing their fitness to travel, obtaining medical advice and following official health and safety guidance. Tell us before booking about any condition or requirement that could affect the arrangements.

Special requests and accessibility

Tell us about dietary needs, celebrations, mobility requirements, medical equipment and other requests before booking. We will pass requests to suppliers, but they are not guaranteed unless confirmed in writing.

If a traveller requires assistance, please provide enough detail for us and the suppliers to assess whether the proposed arrangements are suitable and safe.

Traveller conduct

Travellers must follow local laws and reasonable instructions from suppliers. A supplier may refuse or end a service if behaviour is unsafe, abusive, disruptive or causes damage. In that situation, refunds may not be available and the traveller is responsible for resulting costs or losses.

Problems and complaints

If something goes wrong while you are travelling, report it immediately to the supplier and contact Palmora Escapes so there is an opportunity to help. Keep relevant photographs, receipts and written records.

If the matter is not resolved, email us promptly after your return with the booking reference and full details. Delay may affect our ability to investigate or obtain a remedy from the supplier.

Events beyond our control

Neither Palmora Escapes nor a supplier can prevent every disruption. Events beyond reasonable control may include severe weather, natural disaster, epidemic, conflict, civil unrest, government action, border closure, labour dispute, transport disruption, cyber incident or utility failure.

When such an event affects your trip, we will assist where reasonably possible. Refunds, credits and alternatives will depend on the affected supplier’s terms and applicable law. Travellers remain responsible for additional costs not covered by a supplier or insurer.

Liability

We will perform our own booking and arrangement services with reasonable care and skill. We are not responsible for an independent supplier’s act or omission except where applicable law makes us responsible.

To the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss caused by the traveller, an unrelated third party or an event beyond reasonable control. Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence where applicable.

Privacy and communications

We use personal information to respond to enquiries, arrange bookings, take payment, support travellers and meet legal obligations. We may share necessary information with travel suppliers, payment providers and authorities, including recipients outside Sri Lanka where required to deliver the trip.

Please read our Privacy Policy for more information. Booking communications and notices may be sent to the email address or phone number supplied by the lead traveller.

Governing law, changes and contact

These terms are governed by the laws of Sri Lanka unless mandatory consumer law requires otherwise. The courts of Sri Lanka will have jurisdiction, subject to any rights you cannot lawfully waive.

We may update these website terms from time to time. The terms accepted when a booking is confirmed continue to apply to that booking unless a change is agreed or required by law.