Last updated: January 2026

01 Booking and Confirmation

An enquiry is not a confirmed booking. A booking is confirmed once the itinerary, inclusions, price and travel dates have been agreed in writing and the required deposit has been received.

• We respond personally to every enquiry within 24 hours with initial thinking and a proposed itinerary
• A reservation is confirmed only once the deposit has cleared into our account
• If payment is delayed, quoted prices and availability may change, particularly during peak season

02 Deposits and Balance Payments

• A 25% deposit secures your booking once the itinerary is agreed
• The remaining balance is due 60 days before your travel date, with full payment required at confirmation for bookings made within 60 days of departure
• Accepted payment methods are bank transfer and major credit cards through our secure payment provider
• Some components, including tea bungalows, wellness retreats with limited capacity and scenic train reserved seats, may carry their own non-refundable supplier terms, confirmed before you pay

03 Cancellations and Refunds

Cancellation requests must be submitted in writing, by email or WhatsApp, with the cancellation date counted from the moment we receive that written notice.

• 30 days or more before departure: full refund, minus bank charges and any non-refundable supplier costs already committed
• 15 to 29 days before departure: 50% refund of the total booking value, minus non-refundable supplier costs
• 7 to 14 days before departure: 25% refund of the total booking value, minus non-refundable supplier costs
• Fewer than 7 days before departure, no-shows or early departure: no refund

Non-refundable items, including visa processing fees, payment gateway charges and prepaid non-refundable hotel, train or wellness bookings, are excluded from any refund calculation regardless of the cancellation window.

04 Cancellation by Journeys to Pearl

In circumstances beyond our control, the full tour cost will be refunded or a credit valid for 24 months will be offered, with direct communication guaranteed in every case.

05 Modifications

Changes are accepted in writing within 48 hours, subject to availability and any resulting cost adjustments.

06 Advance Booking Requirements

Certain experiences require advance booking, including tea bungalow stays, scenic train reserved carriage seats, safari lodge reservations and Ayurvedic wellness consultations with a resident physician. These are handled by our team before booking confirmation, so your itinerary never rests on unconfirmed availability.

07 Seasonal Advisories

We provide seasonal advisories for every relevant itinerary, including Yala National Park’s annual closure of Block 1 between roughly 1 September and 15 October, whale watching seasons on both coasts, and the seasonal split between the east and south coasts. These are included in your pre-trip documentation rather than left for you to discover on arrival.

08 Travel Insurance

Comprehensive travel insurance is strongly recommended for every guest, and effectively required for itineraries including safari, trekking, surfing, diving or abseiling.

09 Health, Safety and Special Requirements

Please tell us in advance about any medical conditions, mobility needs, allergies, dietary requirements, pregnancy or other considerations that may affect your itinerary, so we can plan around them properly. Activities such as trekking, safari, surfing and abseiling carry a degree of natural and physical risk, and guests are expected to follow the safety instructions given by guides, drivers and activity providers at all times.

10 Wildlife and Responsible Travel

No elephant riding. No wildlife baiting. All safari, marine and wildlife experiences are arranged through certified ethical operators, and wildlife sightings are never guaranteed. We will always tell you honestly what a given experience does and does not promise.

11 Liability

Journeys to Pearl arranges services through carefully selected third-party providers, including hotels, transport operators, activity providers, wellness centres and national park authorities. We take reasonable care in selecting and coordinating these partners, but we are not liable for delays, cancellations, injury or loss caused by circumstances outside our direct control. Our total liability in connection with any confirmed booking is limited to the amount paid for that specific service.

12 Privacy

Personal data, including any information shared in a Client Information Sheet, is used only for designing and delivering your journey. It is not sold or shared with third parties beyond what is necessary to deliver your confirmed itinerary. You may request a copy of the information we hold about you, ask us to correct it, or request its deletion at any time by emailing hello@journeystopearl.com with the subject line “Personal Data Request.”

13 Complaints

Issues raised during a journey are handled in real time by the on-ground team. Written complaints submitted within 28 days of your return are acknowledged within 48 hours and responded to fully within 14 days.