Refund Policy

1. Overview

At MSS Travels and Tours, we understand that travel plans can change. This refund policy outlines the terms and conditions under which refunds are provided for bookings made through our services. We strive to be fair and transparent in all our dealings.

By making a booking with MSS Travels and Tours, you agree to the terms outlined in this refund policy.

2. 7-Day Refund Window

We offer a full refund within 7 days of booking, provided that the tour departure date is more than 30 days away from the date of the refund request. This allows you to book with confidence, knowing you have time to reconsider.

3. Cancellation Tiers

If a cancellation is requested outside the 7-day refund window, the following tiered refund schedule applies based on how far in advance of the tour departure date the cancellation is made:

The processing fee for cancellations made more than 30 days before departure covers administrative costs and is non-refundable.

4. Non-Refundable Items

Certain costs associated with your booking are non-refundable regardless of when the cancellation is made. These include:

• Visa processing fees — once visa applications have been submitted on your behalf
• Travel insurance premiums — once the insurance policy has been activated
• Third-party service fees — charges from airlines, hotels, or other providers that have already been incurred and are non-recoverable
• Bank transfer or payment processing fees — charges levied by financial institutions

5. How to Request a Refund

To initiate a refund request, please contact us using any of the following methods:

• Email: [email protected]
• Phone (Sri Lanka): +94 77 519 1817
• Phone (UK): +44 7310 192460

Information Required

When submitting a refund request, please include the following details:

1. Your full name as it appears on the booking
2. Booking reference number
3. Date of booking
4. Scheduled departure date
5. Reason for cancellation
6. Preferred refund method

6. Refund Processing Time

Once a refund request has been approved, please allow 7–14 business days for the refund to be processed and reflected in your account. The exact timeframe may vary depending on your payment method and financial institution.

• Credit/Debit card refunds: 7–10 business days
• Bank transfers: 10–14 business days
• Other payment methods: Processing times may vary

You will receive email confirmation once your refund has been processed.

7. Force Majeure & Exceptional Circumstances

In the event of extraordinary circumstances beyond our control — including but not limited to natural disasters, pandemics, government-imposed travel restrictions, civil unrest, or severe weather events — the following provisions apply:

• MSS Travels and Tours will make every effort to offer alternative travel dates or comparable tour packages at no additional cost.
• If rescheduling is not possible or acceptable, a full refund or travel credit for future bookings will be issued, minus any non-recoverable third-party costs already incurred.
• Each case will be assessed individually, and we will communicate any changes to your booking as promptly as possible.

8. Amendments & Modifications

If you wish to modify your booking rather than cancel it, we are happy to assist where possible:

• Date changes: Subject to availability and may incur a rebooking fee if made less than 30 days before departure.
• Destination or itinerary changes: Subject to availability. Any price differences between the original and modified booking will be charged or refunded accordingly.
• Name or traveller changes: Permitted up to 14 days before departure, subject to supplier policies and any applicable fees.

All amendment requests should be submitted via email or phone using the contact details provided above.

9. Policy Updates

MSS Travels and Tours reserves the right to update or modify this refund policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically.