This Booking Policy applies to reservations made through Watching Lanka. The specific rules displayed on the selected activity page and checkout form form part of this policy.
1. Making a Booking
Select the correct activity, date, time, participant type, quantity, pickup option and required add-ons.
Provide accurate traveler and contact details. We are not responsible for issues caused by incorrect or incomplete information.
A submitted request is not confirmed until you receive a booking confirmation.
2. Confirmation Status
Instant Confirmation bookings are confirmed after successful payment or authorization.
Request to Book reservations remain pending until availability is approved.
Reserve Now and Pay Later reservations remain subject to the payment deadline and status shown in the booking details.
Please check your email, WhatsApp, SMS or account for confirmations and operational updates.
3. Prices, Currency and Inclusions
The checkout page shows the booking total and selected currency.
Prices may be per person, per group, per vehicle, per hour or based on another pricing method clearly shown in the listing.
Only items listed under inclusions are included. Government entrance fees, permits, equipment, food, transport or other charges may be excluded unless specifically stated.
A change in participant count, date, option or pickup location may change the price.
4. Payment
Payment must be completed using an accepted method before the stated deadline.
A payment marked pending, failed, reversed or unpaid does not confirm the booking unless we provide written confirmation.
Do not make a second payment for the same booking without checking the current payment status with support.
Payments may be securely processed through Stripe.
A booking is considered paid and confirmed only after Stripe confirms that the payment has been successfully completed and a booking confirmation has been issued.
A payment shown as pending, failed, cancelled, incomplete or unpaid does not confirm the booking.
5. Customer Changes
Contact support as early as possible to request a date, time, participant, pickup or activity change.
Changes depend on availability, supplier approval and any price difference.
A change is valid only after written confirmation.
6. Customer Cancellation
The cancellation deadline and refund amount shown on the activity page and at checkout apply to the booking.
A cancellation is effective only after it is submitted through an approved channel and acknowledged.
Late cancellations and no-shows may be non-refundable unless the activity-specific policy says otherwise.
7. Cancellation by Us or the Operator
An activity may be changed, delayed, rescheduled or cancelled due to safety, weather, sea conditions, minimum participation, operational issues, government action or events outside reasonable control.
Where an activity is cancelled and no suitable alternative is accepted, the eligible amount will be refunded according to the booking terms.
We are not responsible for separate travel, accommodation or other costs unless required by applicable law.
8. Refunds
Approved refunds are normally returned to the original payment method.
Processing time depends on the payment provider, bank and currency.
Payment-provider charges, bank fees or exchange-rate differences may be outside our control.
Where only part of a service was affected, a partial refund may be offered based on the unused or materially affected portion.
An approved refund will normally be returned through Stripe to the original payment method used for the booking.
The time required for a refund to appear in the customer's bank account or card statement depends on Stripe, the card provider and the customer's bank.
9. Meeting Points and Pickup
Arrive at the confirmed meeting point or pickup location at the stated time.
Keep your phone available and check messages before the activity.
Contact support immediately if the driver, guide or operator has not arrived within the communicated waiting period.
A missed activity caused by late arrival, an incorrect location or an unreachable phone may be treated as a no-show.
10. Participant Requirements
Review age, health, swimming, diving, fitness, identification, clothing and equipment requirements before booking.
Inform us of relevant accessibility needs, allergies, medical limitations or special assistance requests before confirmation.
The operator may refuse participation where requirements are not met or where participation would be unsafe.
11. Problems and Complaints
Report an issue as soon as possible during the activity so the operator has a reasonable opportunity to help.
After the activity, submit the booking ID, date, description and supporting evidence to booking@watchinglanka.com.
We will review the booking record and coordinate with the relevant operator before deciding the available resolution.
