1. Booking and Confirmation

Every journey begins with an enquiry and a personal planning conversation. Once the itinerary, route, accommodation category and approximate inclusions have been agreed, The Uncommon Route will issue a written proposal and quotation. A booking is confirmed only when the required deposit has been received and written confirmation has been issued by us. Until that point, hotel rooms, train seats, safari permits, specialist guides and wellness appointments remain subject to availability.

2. Prices and What They Include

Prices are based on the itinerary, inclusions, accommodation standard, season, group size and exchange rates confirmed at the time of quotation. The final quotation will clearly identify what is included and excluded. Any optional activity, room upgrade, special meal, private dining arrangement, additional transfer or seasonal experience not listed as included will be charged separately. If supplier prices, taxes, park fees or government charges change before confirmation, the quotation may be adjusted before deposit payment.

3. Deposit and Balance Payment

A deposit of [X]% of the total journey cost is required to secure the booking. The balance is due [X] days before arrival in Sri Lanka. Bookings made within [X] days of travel may require full payment at confirmation. If the balance is not received by the due date, The Uncommon Route reserves the right to treat the booking as cancelled and apply the relevant cancellation charges. Accepted payment methods and currency will be confirmed in writing at quotation stage.

4. Supplier Terms and Non-Refundable Components

Some parts of a bespoke journey carry supplier-specific conditions. Boutique hotels, luxury lodges, rail reservations, safari permits, domestic flights, private villas, seasonal experiences and certified wellness programmes may require non-refundable or partially refundable deposits. Where a supplier condition affects the booking, we will communicate it before confirmation wherever possible. Refunds are always subject to what can reasonably be recovered from suppliers.

5. Guest Cancellation

If you need to cancel your journey, written notice must be sent to The Uncommon Route as soon as possible. Cancellation charges are calculated from the date written notice is received. The following framework may be used once legally approved: more than 90 days before departure – loss of deposit only; 60 to 90 days – 50% of total journey cost; 30 to 59 days – 75% of total journey cost; fewer than 30 days – 100% of total journey cost. The final published tiers must be confirmed by the client and legal advisor.

6. Cancellation by The Uncommon Route

We do not cancel confirmed journeys lightly. If cancellation is required because of circumstances within our control, we will offer a refund of monies paid, a credit towards future travel or a revised journey of equivalent value. If cancellation or major disruption is caused by events beyond our reasonable control – including severe weather, natural disaster, government restriction, civil unrest, pandemic measures, national park closure, supplier failure or other force majeure events – we will work to recover supplier payments and restructure the journey where possible. Travel insurance is essential for these situations.

7. Changes Requested by Guests

We welcome reasonable amendments and will always try to help. All change requests must be made in writing. Changes are subject to availability and may affect the price, especially where boutique properties, train seats, Ayurveda centre appointments, specialist guides, private villas or safari permits have already been secured. Changes made close to arrival may be treated as partial cancellation of the affected services.

8. Operational Changes During Travel

Sri Lanka is seasonal and dynamic. Weather, road conditions, railway delays, sea conditions, park access, guide availability and government decisions can affect travel plans. Where an operational change becomes necessary, The Uncommon Route will substitute the closest suitable alternative and prioritise safety, comfort and the integrity of the journey. Minor timing changes, route-order changes or substitutions of similar value do not constitute a material change.

9. Travel Insurance

Comprehensive travel insurance is mandatory for every guest. The policy should cover cancellation, curtailment, emergency medical treatment, hospitalisation, evacuation, personal liability, baggage loss and the specific activities included in the itinerary. Guests joining trekking, rafting, safari, rainforest, marine or wellness programmes must ensure those activities are covered. Insurance should be purchased as soon as the booking is confirmed so cancellation protection applies immediately.

10. Passport, Visa and Entry Requirements

Guests are responsible for ensuring that passports, visas, entry permits, health requirements and transit documents are valid for travel to Sri Lanka and any connecting country. The Uncommon Route may provide general guidance, but final responsibility rests with the traveller. Failure to obtain the correct documentation does not qualify for a refund.

11. Health, Fitness and Medical Conditions

Guests must inform us before booking of any medical condition, allergy, mobility consideration, pregnancy, dietary requirement or other factor that may affect the suitability of the journey. Some experiences – including Sigiriya, Knuckles, Horton Plains, Sinharaja, Kithulgala rafting and full-day safari – require appropriate fitness and comfort with uneven ground, early starts or extended travel. Where necessary, we may recommend an adjusted route or request a medical fitness letter.

12. Ayurveda and Wellness Disclaimer

Ayurveda and wellness treatments are provided by independent certified centres and qualified practitioners, not by The Uncommon Route. We select centres carefully, but all treatment decisions, including suitability for Abhyanga, Shirodhara, herbal therapies, internal medicines or Panchakarma, are made by the on-site Ayurveda doctor after consultation. Ayurveda is not a substitute for emergency or specialist medical care. Guests must disclose medical conditions directly to the practitioner before treatment.

13. Wildlife, Safari and Responsible Travel

Wildlife experiences are arranged through responsible operators and licensed guides where legally required. Our policy is clear: no elephant riding, no baiting, no disturbance to animals for photographs, no handling of wild animals, and no captive wildlife encounters presented as conservation. Wildlife sightings are never guaranteed. Guests must follow guide instructions inside national parks, rainforest reserves, marine zones and protected areas.

14. Marine, Weather and Seasonal Experiences

Whale watching, dolphin watching, snorkelling, surfing, rafting and coastal activities depend on season, sea condition, river level and operator safety guidance. If a marine or adventure activity is unsuitable on the day, we will recommend a safe alternative where possible. Refunds for weather-affected activities depend on the supplier’s policy and what has been confirmed in the final itinerary.

15. Accommodation Standards and Room Requests

We choose accommodation carefully and match it to the character of the journey. Specific room requests – including king beds, twin beds, adjoining rooms, honeymoon amenities, accessible rooms, views or villas – are requested in good faith but remain subject to hotel confirmation. If a property changes standard, ownership, operating status or service quality before travel, we reserve the right to recommend an equivalent alternative.

16. Privacy and Data Protection

Personal information is used only to design, confirm and deliver the journey. This may include names, contact details, passport information where needed, dietary details, health notes, rooming preferences and travel interests. Information is shared only with suppliers directly involved in the trip, such as hotels, guides, transport providers, Ayurveda centres and safari operators. Guests may request access, correction or deletion of their personal data in writing.

17. Complaints and Feedback

If something is not right during the journey, guests should contact the on-ground team immediately so the issue can be addressed while travel is still in progress. If the matter cannot be resolved on the ground, written feedback should be submitted within 28 days of returning home. We will acknowledge the complaint within 5 working days and provide a full response within 28 days of acknowledgement.

18. Governing Law

These terms and conditions are governed by the laws of Sri Lanka unless otherwise stated in the final legal version. Any dispute arising from a booking with The Uncommon Route will be handled through the agreed dispute-resolution process and jurisdiction confirmed by legal counsel.