Refund & Cancellation Policy

Thank you for supporting and booking with Sea Turtles Sri Lanka Conservation Project (“we”, “us”, “our”). This Refund & Cancellation Policy explains how cancellations, rescheduling, refunds, and donations are handled for payments made through www.seaturtlessrilanka.org.

As we primarily provide volunteer programs, conservation experiences, tours, activities, accommodation-related services, and donation opportunities rather than physical products, this policy applies to service bookings and donations in place of a traditional product “return.”

1. Booking Confirmation

A booking is considered confirmed only after:

• The required booking information has been successfully submitted;
• The applicable payment has been successfully completed; and
• Confirmation has been issued by Sea Turtles Sri Lanka.

Customers are responsible for providing accurate contact information when making a booking.

2. Cancellations by the Customer

If you wish to cancel a volunteer program, tour, conservation experience, activity, accommodation-related booking, or other paid service, please notify us as early as possible in writing (by email or WhatsApp). Unless different cancellation conditions are clearly stated for a specific service, the following refund conditions apply, based on how far in advance you cancel before your scheduled start date:

• 30 days or more before the start date — full refund, less any non-refundable payment gateway, banking, or transaction processing fees;
• 15 to 29 days before the start date — 50% refund of the amount paid;
• 14 days or fewer before the start date — non-refundable.

Refund eligibility is calculated based on the date we receive your written cancellation request.

3. Rescheduling

Customers may request to change their booking date by contacting us at least 14 days before the scheduled start date. We will make reasonable efforts to accommodate the requested change; however, rescheduling is subject to availability — including the availability of accommodation, staff, guides, transport, or activity providers where applicable — and is not guaranteed until confirmed by Sea Turtles Sri Lanka. Additional charges may apply if the price of the new booking or service differs from the original.

4. Cancellations or Changes by Us

Certain experiences and conservation activities may depend on weather, sea conditions, wildlife conditions, safety requirements, operational circumstances, government restrictions, or other factors beyond our reasonable control. If we cancel a paid booking and cannot provide the booked service or a suitable alternative, you may choose between:

• Rescheduling the booking to another available date at no extra cost; or
• Receiving a full refund of the amount paid for the cancelled service.

Where only part of a service is affected, we may offer an appropriate alternative arrangement or a partial refund depending on the circumstances.

5. Weather and Safety-Related Changes

Activities such as snorkeling, diving, kayaking, boat rides, wildlife-related activities, and other outdoor experiences may be changed, postponed, or cancelled where conditions are considered unsafe. The safety of participants, staff, volunteers, and wildlife takes priority. Where an activity must be cancelled by us due to safety or unsuitable conditions, we will offer rescheduling, an alternative experience where appropriate, or a refund in accordance with the circumstances.

6. No-Shows and Late Arrivals

If you fail to attend a confirmed booking without notifying us in advance, the booking will be treated as a no-show and is non-refundable. Late arrival may result in a shortened experience, and no refund will normally be issued for activities or services missed due to late arrival.

7. Airport Transfers and Additional Services

Where an airport pickup, airport drop-off, transport, accommodation, meals, or another optional service is included or purchased separately, cancellation eligibility will generally follow the cancellation conditions applicable to the main booking. Where an external service has already been confirmed, arranged, or paid for on your behalf, the related amount may become non-refundable.

8. Services Already Used

No refund will normally be provided after a volunteer program, tour, activity, conservation experience, accommodation stay, or other booked service has commenced or has already been provided. Choosing not to participate in part of an experience after it has started does not automatically qualify you for a refund.

9. Refund Method

Approved refunds are normally returned to the original payment method used for the transaction. Where a payment was made using an online payment gateway such as PayHere or another authorised provider, the refund may also be processed through that provider. We may require reasonable information to verify the original transaction before processing a refund.

10. Refund Processing Time

Once a refund has been approved, we will initiate it within a reasonable period. Please allow approximately 7–14 business days for the refunded amount to appear in your account. Actual processing times may vary depending on your bank, card issuer, payment gateway, payment method, or international banking procedures.

11. Payment Gateway and Transaction Fees

Certain payment gateway, card processing, banking, currency conversion, or transaction charges may be non-refundable. Where these charges are retained by the payment provider, they may be deducted from the refundable amount where permitted.

12. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact us using the details below and include:

• Your full name;
• Email address and/or telephone number used for the booking;
• Booking/order/transaction reference where available;
• Name of the package or service booked;
• Scheduled date;
• Payment details necessary to identify the transaction; and
• Reason for the cancellation or refund request (optional, but helpful).

13. Contact Us

For any questions about cancellations, refunds, or payments, please reach out to us: