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MR. TRAVEL ZONE
Design My Tour

Terms and Conditions

By booking or using MR. Travel Zone (PVT) LTD services, you acknowledge that you have read, understood, and agreed to the following Terms and Conditions.

1. BOOKING & CONFIRMATION

All bookings must be confirmed through WhatsApp, email, telephone, or another communication method officially provided by MR. Travel Zone.

The customer is responsible for ensuring that all booking information provided to MR. Travel Zone is accurate, including the travel date, time, passenger count, passenger contact details, pickup location, destination, flight information, accommodation requirements, and any special requests.

For transportation-only services, the agreed vehicle type, route, date, time, passenger count, and applicable fare should be confirmed before the journey begins.

For curated or customized travel packages, the itinerary, inclusions, exclusions, pricing, travel dates, accommodation arrangements, transportation, activities, and other relevant services will be confirmed through the quotation or booking confirmation provided to the customer.

Pre-booking is strongly recommended, particularly for airport transfers, accommodation, multi-day tours, and other services where availability may be limited.

A booking is considered confirmed only after MR. Travel Zone has confirmed the relevant services and, where applicable, the required payment or deposit has been received.

2. TRAVEL PACKAGES & TOUR BOOKINGS

Curated and customized travel packages may include accommodation, transportation, sightseeing, activities, entrance tickets, meals, and other services as specifically stated in the customer’s quotation or booking confirmation.

Payment for Travel Packages:

  • 25% Advance Deposit: A 25% advance deposit is required after the customer approves the itinerary and MR. Travel Zone confirms availability.
  • 75% Final Balance: The remaining 75% balance is due 14 days before the tour start date.
  • Bookings Within 14 Days: Bookings made less than 14 days before the tour start date require full payment at the time of booking.

MR. Travel Zone will make reasonable efforts to confirm bookings within 36 hours of receiving the applicable deposit. Confirmation remains subject to final availability and confirmation by relevant third-party suppliers.

If MR. Travel Zone is unable to confirm the requested arrangements and no suitable alternative is accepted by the customer, any applicable deposit paid for the unconfirmed booking will be refunded, subject to any clearly communicated third-party charges already incurred with the customer’s authorization.

3. TRANSPORTATION-ONLY SERVICES

Transportation-only services include airport transfers, private vehicle hire, day hire, outstation travel, and transportation services where accommodation or a complete travel package is not included.

Unless otherwise agreed in writing:

  • No advance deposit is required for standard transportation-only bookings.
  • Payment is generally made upon arrival, completion of the journey, or as otherwise agreed during booking.
  • For certain special, long-distance, high-value, or supplier-dependent bookings, MR. Travel Zone may require an advance payment or deposit.

Any advance payment requirement will be communicated to the customer before the booking is confirmed.

4. PRICING POLICY

Prices are based on the itinerary, route, distance, vehicle type, passenger count, accommodation, activities, inclusions, supplier availability, and other requirements specified at the time of quotation.

The final agreed price will be communicated to the customer before booking confirmation.

MR. Travel Zone aims to provide transparent pricing. All known charges applicable to the confirmed itinerary will be clearly communicated to the customer before the booking is confirmed.

Depending on the booking, additional charges may apply for items such as:

  • Toll charges
  • Parking charges
  • Additional waiting time
  • Additional distance or route changes
  • Additional passengers or luggage requirements
  • Special vehicle requirements
  • Additional activities or services requested after confirmation
  • Supplier charges resulting from customer-requested changes

Price Adjustment Clause: If the actual route, distance, passenger count, luggage requirements, waiting time, or services differ materially from the original booking details, MR. Travel Zone may adjust the applicable fare or service cost accordingly. Wherever reasonably possible, the customer will be informed of any additional charge before the additional service is provided.

Promotional offers, discounts, and special rates are subject to their individual terms and conditions and may not be combined unless expressly stated.

5. PAYMENT TERMS

MR. Travel Zone offers payment options including cash, bank transfer, credit/debit card, and secure online payment methods where available.

Bank or online payment details will be provided through official MR. Travel Zone communication channels.

Customers are advised to verify payment details before making a bank transfer. MR. Travel Zone will not be responsible for payments made to unauthorized individuals or accounts that have not been officially communicated by the company.

Payment must be completed according to the payment schedule applicable to the customer’s booking.

Failure to make the required payment by the applicable due date may result in cancellation of the booking and/or loss of availability. Any applicable cancellation charges will be determined according to these Terms and the relevant supplier policies.

6. CANCELLATIONS & REFUNDS

Transportation-Only Services

  • 24 hours or more before the scheduled service: Cancellation may generally be made without a cancellation fee.
  • Less than 24 hours before the scheduled service: A cancellation charge of up to 25% of the agreed trip fare may apply.
  • No-Show: Charges may apply up to the full agreed fare where the driver or vehicle has already been dispatched or other costs have been incurred.

Curated & Customized Travel Packages

  • 30+ days before the tour start date: Amounts paid may be refunded less any actual non-refundable administrative, accommodation, transportation, activity, or other supplier charges.
  • 15–29 days before the tour start date: Cancellation charges may apply, with up to 50% of the total tour cost being retained depending on applicable supplier policies.
  • Less than 15 days before the tour start date: Cancellation charges may be up to 100% of the total tour cost depending on actual supplier cancellation policies.
  • No-Shows: Generally non-refundable.

Refunds are subject to the actual cancellation and refund policies of hotels, transportation providers, airlines, attractions, activity operators, and other third-party suppliers involved in the booking.

Where a supplier has already charged a non-refundable amount, that amount may be deducted from any refund due to the customer.

Emergency cancellations may be considered on a case-by-case basis. Customers should contact MR. Travel Zone as soon as possible in the event of an emergency.

7. ITINERARY & SUPPLIER CHANGES

Travel packages may involve independent third-party suppliers, including hotels, transportation providers, activity operators, attractions, restaurants, and other service providers.

Availability, operating hours, schedules, cancellation policies, and service conditions of such suppliers may apply to the customer’s booking.

If a confirmed service becomes unavailable due to circumstances beyond the reasonable control of MR. Travel Zone, we may offer a suitable alternative of comparable value where reasonably possible.

If the customer requests changes to a confirmed itinerary, additional charges may apply depending on availability and supplier policies.

Any material additional cost resulting from customer-requested changes will be communicated before the change is confirmed wherever reasonably possible.

8. DELAYS & UNFORESEEN CIRCUMSTANCES

MR. Travel Zone will make reasonable efforts to provide services according to the agreed schedule. However, we cannot guarantee exact travel times where delays are caused by circumstances beyond our reasonable control.

Such circumstances may include:

  • Traffic congestion or road conditions
  • Weather conditions
  • Natural disasters
  • Road closures
  • Accidents or emergency situations
  • Flight delays or cancellations
  • Government restrictions or public holidays
  • Supplier delays or operational changes
  • Events beyond the reasonable control of MR. Travel Zone

Our drivers and team will make reasonable efforts to communicate anticipated delays and assist customers where possible.

9. FLIGHTS, AIRPORT TRANSFERS & TRAVEL INFORMATION

Customers booking airport transfer services are responsible for providing accurate flight numbers, arrival/departure dates, arrival/departure times, terminal information, passenger details, and other relevant information.

Customers should notify MR. Travel Zone as soon as possible of any flight delay, cancellation, schedule change, or change to the requested pickup time.

Unless expressly stated in the customer’s quotation, international or domestic airfare is not included in MR. Travel Zone travel package pricing.

MR. Travel Zone is not responsible for airline delays, cancellations, missed flights, or additional airline charges unless such loss or cost is directly caused by a service failure for which MR. Travel Zone is legally responsible.

10. VISA, PASSPORT & TRAVEL DOCUMENTS

Customers are responsible for ensuring that they hold valid passports, visas, permits, travel documents, and any other documentation required for their journey.

Where visa assistance is offered, MR. Travel Zone may provide general guidance or administrative assistance. However, visa approval, immigration decisions, processing times, and entry permissions are determined solely by the relevant authorities.

MR. Travel Zone does not guarantee visa approval or entry into Sri Lanka.

Visa fees, government charges, application fees, and third-party processing charges may be non-refundable.

11. PASSENGER RESPONSIBILITIES

Customers and passengers agree to:

  • Treat drivers, staff, suppliers, and other passengers respectfully and courteously.
  • Provide accurate passenger, destination, luggage, and travel information.
  • Comply with applicable Sri Lankan laws and regulations.
  • Follow reasonable safety instructions provided by the driver or service provider.
  • Not carry illegal, dangerous, hazardous, or prohibited items.
  • Take reasonable care of vehicles, accommodation, equipment, and other property used during the journey.

Customers may be responsible for reasonable costs arising from intentional or negligent damage caused by them or members of their travelling party.

Abusive, threatening, violent, discriminatory, or seriously disruptive behaviour may result in the immediate termination of the service where reasonably necessary for safety or security.

12. SAFETY

Safety is a priority at MR. Travel Zone. We expect customers and passengers to follow reasonable safety instructions provided by our drivers, staff, and service providers.

MR. Travel Zone reserves the right to refuse or discontinue a service where a passenger’s conduct or condition creates a reasonable safety risk to the passenger, driver, staff, vehicle, or other persons.

This may include situations involving:

  • Severe intoxication
  • Dangerous or aggressive behaviour
  • Refusal to follow reasonable safety instructions
  • Attempting to transport prohibited or dangerous items
  • Any other situation creating a reasonable safety risk

Where a service is refused or terminated due to passenger misconduct or a safety-related breach caused by the passenger, any refund will be determined according to the circumstances, applicable cancellation terms, and any costs already incurred.

13. VEHICLE CONDITION & INSURANCE

MR. Travel Zone uses vehicles that are required to maintain valid documentation, insurance, and compliance with applicable Sri Lankan legal requirements.

Vehicle type or model may occasionally be substituted with another suitable vehicle of comparable capacity or specification where necessary due to availability, maintenance, operational requirements, or circumstances beyond our reasonable control.

Where third-party transportation providers are used, their applicable operating and insurance arrangements may also apply.

14. LIABILITY & PERSONAL BELONGINGS

Customers are responsible for taking reasonable care of their personal belongings, passports, money, electronic devices, luggage, and other valuables.

MR. Travel Zone is not responsible for loss, theft, or damage to personal belongings where such loss, theft, or damage is not caused by the negligence or wilful misconduct of MR. Travel Zone or its service providers.

Customers may be responsible for loss or damage resulting from their own negligence, misuse, or failure to follow reasonable instructions.

Nothing in these Terms is intended to exclude or limit any liability that cannot legally be excluded or limited under applicable Sri Lankan law.

15. PRIVACY & DATA PROTECTION

MR. Travel Zone may collect booking and customer information such as names, contact details, travel dates, destinations, passenger information, flight information, and other information necessary to provide the requested services.

Personal information may be used for purposes including:

  • Processing and managing bookings
  • Providing transportation and travel services
  • Communicating with customers
  • Processing payments
  • Coordinating with relevant service providers
  • Meeting applicable legal and regulatory requirements

We take reasonable measures to protect customer information and process personal information in accordance with applicable Sri Lankan data-protection requirements.

Information may be shared with relevant suppliers or service providers where necessary to fulfil the customer’s booking, or where required or permitted by applicable law.

16. COMPLAINTS & CUSTOMER SUPPORT

We encourage customers to contact MR. Travel Zone as soon as possible if they experience any issue during their journey so that we have a reasonable opportunity to investigate and resolve the matter.

Complaints should preferably be submitted in writing through WhatsApp or email and should include the booking reference, date of service, and details of the issue.

MR. Travel Zone will make reasonable efforts to review and respond to customer concerns promptly.

17. MODIFICATIONS TO THESE TERMS

MR. Travel Zone reserves the right to update these Terms and Conditions from time to time.

Updated Terms will be published on this website. Where appropriate, significant changes may also be communicated to customers through WhatsApp or email.

The Terms applicable to a confirmed booking will generally be those communicated to and accepted by the customer at the time the booking is confirmed, unless otherwise required by applicable law or agreed in writing.

18. GOVERNING LAW & DISPUTES

These Terms and Conditions are governed by the laws of Sri Lanka.

Any dispute arising from a booking or service should first be addressed through good-faith communication and mutual discussion between the customer and MR. Travel Zone.

If the matter cannot be resolved through mutual discussion, either party may seek available legal remedies in accordance with applicable Sri Lankan law.

19. CONTACT INFORMATION

For questions regarding these Terms and Conditions, bookings, cancellations, or customer concerns, please contact:

MR. Travel Zone (PVT) LTD
Registration No: PV 00341481

📞 Phone: +94 77 146 2722 / +94 77 159 5888
💬 WhatsApp: +94 77 159 5888
📧 Email: info@mrtravelzone.com
🌐 Website: https://mrtravelzone.com/

Last Updated: August 2026

MR. Travel Zone (PVT) LTD
Registration No: PV 00341481