Terms & Conditions

1. Cinnamon Travel Pty Ltd (ABN 17 702 660 651, ACN 702 660 651) operates as Cinnamon Travel. These Booking Conditions apply to bookings made through Cinnamon Travel. The version provided to the customer before a booking is confirmed will apply to that booking. Later updates will apply to future bookings only, unless otherwise agreed or required by law.

2. These Booking Conditions apply to the person making the booking (the “customer”) and to all other persons travelling under that booking. The person making the booking confirms that they are authorised to accept these Booking Conditions on behalf of all members of the travelling party.

3. By confirming a booking with Cinnamon Travel, the customer agrees to these Booking Conditions. A booking is confirmed when Cinnamon Travel has accepted the booking and received the required deposit or other payment specified in the customer’s quotation, invoice or booking confirmation.

4. Cinnamon Travel arranges and assembles travel packages by contracting with independent third-party suppliers. These suppliers provide the individual travel services included in the customer’s booking, which may include accommodation, flights, transfers, tours, cruises, guides, vehicle services and other travel-related services. Cinnamon Travel does not itself operate or provide those individual travel services.

5. The customer contracts with Cinnamon Travel for the arrangement of the travel package described in the customer’s itinerary and booking confirmation. The individual services forming part of that package are supplied by independent third-party suppliers. The terms and conditions of the relevant suppliers may also apply to their services and will be made available to the customer where applicable.

6. Cinnamon Travel will use reasonable care and skill when selecting suppliers and arranging the customer’s package. If a supplier is unable to provide a booked service, Cinnamon Travel will use reasonable efforts to arrange an appropriate alternative or seek an applicable refund or credit, subject to the supplier’s terms, the customer’s itinerary and applicable law.

Nothing in these Booking Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights and remedies available under the Australian Consumer Law.

7. The person making the booking must be at least 18 years of age and must have authority to make the booking on behalf of all members of the travelling party.

8. In these Booking Conditions, the following words have the meanings set out below:

1. Customer means the person who makes or pays for a booking with Cinnamon Travel, together with any other person travelling under that booking.
2. Tour means the package of travel services arranged and assembled by Cinnamon Travel for the customer, using services supplied by independent third-party suppliers.
3. Tour commencement means the date on which the first service included in the customer’s itinerary is scheduled to begin. This will typically be an arrival transfer, but may be another service specified in the itinerary.
4. Suppliers means the independent third-party providers engaged by Cinnamon Travel to provide individual services included in a customer’s booking. Suppliers may include airlines, hotels, attractions, cruise operators, tour operators, transfer companies, guides and other travel-service providers.

9. Once Cinnamon Travel has accepted the customer’s booking, received the required deposit or full payment, and issued a receipt, a contract will exist between the customer and Cinnamon Travel. The contract will take effect from the date shown on the receipt.

The individual travel services included in the booking are supplied by independent third-party suppliers engaged by Cinnamon Travel. The terms and conditions of those suppliers may also apply to the relevant services and will be made available to the customer where applicable.

Cinnamon Travel will use reasonable efforts to finalise the customer’s arrangements and will send electronic vouchers or other travel documents to the email address provided by the customer. The customer is responsible for providing an accurate email address and for checking their inbox, spam or junk folders. Cinnamon Travel will reasonably assist if a document is not received, provided the customer notifies Cinnamon Travel promptly.

Multi-day tours may consist of a combination of smaller tours, day tours, transfers, flights, accommodation arrangements and other local services. Customers may travel with different guides, drivers, vehicles or fellow travellers during different sections of the itinerary. This does not alter the services included in the customer’s confirmed itinerary.

Nothing in these Booking Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights and remedies available under the Australian Consumer Law.

10. Cinnamon Travel acts as a travel agent. We arrange travel services and sell travel-related products on behalf of suppliers such as airlines, tour and cruise operators, vehicle-hire companies and accommodation providers. The customer’s booking will be subject to the terms and conditions applied by the provider of the relevant service or product.

11. Cinnamon Travel undertakes to try to resolve disputes and issues at first instance and to represent services provided by others accurately and reasonably. We will act in good faith and attempt to find alternatives if a supplier cannot or will not supply the contracted service. Cinnamon Travel is not responsible for failures on the part of suppliers or loss or damage arising from third-party services, except to the extent liability cannot lawfully be excluded or results from Cinnamon Travel’s own failure to exercise reasonable care and skill.

12. Every effort is made to ensure that prices quoted to the customer are correct. Cinnamon Travel relies on information provided by suppliers of travel services and products. Supplier prices and availability may change. Cinnamon Travel will advise customers of any price changes that apply before or during a tour, where permitted by the applicable supplier terms and law.

The applicable currency, payment amount and any relevant exchange-rate basis or adjustment will be stated in the customer’s quotation, invoice or booking confirmation. All invoices are prepared on an errors and omissions excepted (E. & O.E.) basis.

13. Some tour itineraries may include flights within Sri Lanka. Where a flight is included, the applicable airline, route and flight details will be stated in the customer’s final vouchers.

14. Flights are subject to the relevant airline’s conditions, including its rules regarding baggage, schedule changes, cancellations, refunds and amendments. Cinnamon Travel will pass on any applicable airline charges or costs arising from a customer-requested change or cancellation.

15. Customers are responsible for providing accurate passenger details, including each traveller’s name as shown in their passport or travel document. Any costs arising from incorrect or incomplete information supplied by the customer may be charged to the customer.

16. If an airline changes or cancels a flight, Cinnamon Travel will notify the customer when reasonably possible and will endeavour to arrange an appropriate alternative where available. Any refund, credit or additional cost will be handled in accordance with the airline’s conditions, the customer’s itinerary and applicable law.

17. Cinnamon Travel is not responsible for losses caused by an airline’s delay, schedule change or cancellation, except to the extent that liability cannot lawfully be excluded or the loss was caused by Cinnamon Travel’s own negligence or failure to provide the service with due care and skill.

18. A 50% payment of the total tour fees is required at the time of booking to secure the booking. Unless otherwise stated in the customer’s quotation or booking confirmation, the applicable currency and payment basis will be those shown in those documents. Where a currency conversion applies, the quotation or invoice will state the payable amount and any relevant exchange-rate adjustment.

19. The remaining 50% balance of the total tour fees must be paid no later than 35 days before the customer’s arrival date in Sri Lanka.

20. If the balance is not paid by the due date, Cinnamon Travel may, subject to applicable law and the cancellation provisions of these Booking Conditions, cancel the booking and retain the deposit and any other amounts that are properly payable.

21. If any tour fees remain outstanding when the tour commences, Cinnamon Travel may suspend or cancel affected services, including day tours, transfers, activities or other arrangements, until all outstanding amounts have been paid.

22. Cinnamon Travel accepts payment by Visa, Mastercard, American Express and international bank transfer, subject to the payment options stated in the customer’s invoice or payment request.

23. Cinnamon Travel will issue a receipt by email after cleared funds have been received by international bank transfer or after confirmation that a credit-card transaction has been successfully processed.

24. The customer is responsible for fees charged by the customer’s bank, intermediary banks or receiving bank in connection with an international bank transfer. If Cinnamon Travel receives less than the amount due because of bank charges or exchange-rate differences, the customer must pay the shortfall.

25. Unless otherwise agreed in writing, customers are required to make one 50% payment at the time of booking and one 50% balance payment no later than 35 days before their arrival date in Sri Lanka. If a booking is made fewer than 35 days before the customer’s arrival date in Sri Lanka, the full tour fee is payable at the time of booking.

26. Cinnamon Travel may offer promotions from time to time. The terms of any promotion, including the period during which it applies, will be communicated to the customer before the booking is processed.

27. A booking is not confirmed, and Cinnamon Travel is not required to secure the requested services, until Cinnamon Travel has accepted the booking and the required payment has been received and cleared. A payment receipt or proof of payment does not, by itself, confirm that the requested services have been secured.

28. If customers split payments across multiple credit cards or combine credit-card payments with an international bank transfer, Cinnamon Travel may charge additional administration fees. Any such fee will be communicated before payment is made.

29. A booking may include tours, hotel reservations, transfers, flights, cruise cabins, boat charters and optional activities.

30. All arrangements recorded under the same Booking ID will be treated as one booking. This applies even if separate invoices are issued to different passengers, different passengers make separate payments, or slightly different arrangements are made for individual passengers within the same booking.

31. If one passenger cancels a booking that includes shared services, such as a private guide, private vehicle, hotel room, charter, cruise cabin or private transfers, Cinnamon Travel may need to cancel or amend the shared arrangements for the remaining passengers. This may result in additional costs or cancellation charges, depending on the supplier’s terms and the circumstances of the cancellation. Cinnamon Travel will advise affected passengers of any applicable charges as soon as reasonably possible.

32. If a customer cancels a booking, cancellation charges may apply. The applicable charge will depend on when Cinnamon Travel receives the cancellation notice in writing and the customer’s scheduled arrival date in Sri Lanka. Unless otherwise stated in the customer’s itinerary or booking confirmation, the following cancellation charges apply:

1. If the booking is cancelled before the required deposit has been paid, no cancellation charge will apply.
2. If the booking is cancelled 35 days or more before the customer’s arrival date in Sri Lanka, the 50% deposit will be forfeited.
3. If the booking is cancelled fewer than 35 days before the customer’s arrival date in Sri Lanka, 100% of the total tour fees will be payable.

33. After payment of the deposit, amendments requested by the customer may be subject to an amendment fee and any additional costs charged by suppliers. Cinnamon Travel will advise the customer of applicable amendment fees and known additional costs before proceeding with the requested amendment.

Amendments involving changes to accommodation, tours, flights, cruises, charters, vehicle hire or transfers may attract amendment fees, depending on the nature and extent of the requested change.

A date change may be treated as a full or partial cancellation of the original booking and a new booking, regardless of how far in advance the request is made.

34. Date changes and other amendments are subject to availability and confirmation by the relevant suppliers. Cinnamon Travel cannot guarantee that requested changes will be available or that the original prices, services, accommodation, flights, guides, vehicles or other arrangements can be retained.

Where a date change is treated as a full or partial cancellation and rebooking, the cancellation provisions applicable to the original booking may apply, including forfeiture of the deposit and any applicable cancellation charges.

35. The customer is responsible for reasonable and unavoidable costs incurred by Cinnamon Travel as a result of an approved amendment or date change. These costs may include supplier amendment or cancellation charges, non-refundable amounts, fare differences, accommodation charges, flight charges, transport charges and any other costs imposed by suppliers.

A requested change will only be processed after the customer confirms in writing that they wish to proceed and agrees to pay applicable amendment fees and additional costs.

36. Cinnamon Travel is not responsible for a customer’s inability to travel or use booked services where this results from the customer’s illness, injury, death, personal circumstances or the illness, injury or death of a close relative or partner. Any cancellation, amendment or refund will be dealt with under the applicable cancellation provisions, the customer’s itinerary and the relevant supplier terms.

Cinnamon Travel is also not responsible for loss, delay, additional expense or inability to travel resulting from events outside its reasonable control, including natural disasters, terrorism, war, civil unrest, environmental emergencies, pandemics, government action, border closures, changes to travel advisories, industrial action, transport disruption or supplier failure.

Where such an event affects a booking, Cinnamon Travel will use reasonable efforts to communicate with the customer and liaise with relevant suppliers. Any alternative arrangements, credits and date changes will be determined by the applicable supplier terms, the customer’s booking and applicable law.

37. Cinnamon Travel arranges and assembles travel packages using services supplied by independent third-party suppliers. Cinnamon Travel is not responsible for the acts, omissions, negligence, delays, failures or insolvency of a supplier or other third party, except to the extent that liability cannot lawfully be excluded or results from Cinnamon Travel’s own failure to exercise reasonable care and skill in arranging the booking.

Claims relating to the operation or delivery of an individual travel service should also be directed to the relevant supplier. Cinnamon Travel will provide reasonable assistance in communicating with suppliers where appropriate.

38. Cinnamon Travel is not responsible for a customer’s inability to use booked services where the customer is refused entry to, removed from, detained or incarcerated in Sri Lanka or another country, or is unable to travel because of visa, passport, immigration, health, customs or government requirements, provided that this does not result from Cinnamon Travel’s failure to provide information or services with reasonable care and skill.

39. Nothing in these Booking Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

40. Cinnamon Travel will use reasonable care when selecting and contracting with suppliers. Cinnamon Travel generally seeks to use appropriately licensed and experienced suppliers where licensing or accreditation requirements apply. However, Cinnamon Travel does not control the day-to-day operation of supplier services and cannot guarantee the safety, performance, availability or continuity of every service supplied by a third party.

41. Cinnamon Travel will provide customers with an appropriate contact method for assistance with urgent travel issues during the tour, where reasonably available. Customers should first contact the relevant supplier or local emergency services where immediate assistance is required.

The Cinnamon Travel contact service is intended to assist with communication and coordination. It does not replace emergency services, medical assistance, travel insurance or the customer’s responsibility to follow local laws and supplier instructions.

42. Cinnamon Travel strongly recommends that customers obtain comprehensive travel insurance before paying a deposit. The policy should be suitable for the customer’s circumstances and cover, where available, cancellation fees, loss of deposits, medical expenses, personal injury, repatriation, baggage, personal belongings, travel delays and disruption.

Customers are responsible for checking that their policy covers the activities and destinations included in their itinerary, including outdoor or adventure activities such as ballooning, horse riding, jeep tours, boat cruises, walking tours and spa or wellness experiences.

Customers should review the policy exclusions, conditions and claim requirements carefully. Cinnamon Travel does not provide insurance advice and does not guarantee that any particular claim will be accepted by an insurer.

43. Inclusions and exclusions are determined primarily by the individual customer’s itinerary and booking confirmation. These documents, together with these Booking Conditions, form the basis of the customer’s contract with Cinnamon Travel.

44. If the itinerary or booking confirmation does not clearly state whether an item is included, the following general provisions apply.

45. Cinnamon Travel tours generally include, unless stated otherwise in the customer’s itinerary:

1. Tolls, fuel and parking fees relating to services provided by professional drivers.
2. Traffic fines incurred by professional drivers in the course of providing the booked services.
3. Regular buffet breakfast at each hotel during the hotel’s usual breakfast hours.
4. Gratuities or tips for guides and drivers where expressly included in the itinerary. Otherwise, gratuities are optional but customary.
5. One arrival transfer and one departure transfer between the airport or port and the hotel.

46. Cinnamon Travel tours generally exclude, unless expressly stated otherwise in the customer’s itinerary:

1. Special or takeaway breakfasts required because of an early departure.
2. Late check-out where the customer is not scheduled to be collected until later in the day.
3. Visa fees and related costs.
4. International airfares. Customers are responsible for arranging their own international flights to and from Sri Lanka.
5. Minibar charges, telephone calls, laundry and other personal expenses.
6. Meals and drinks not specifically listed as included in the itinerary.
7. Costs arising from damage caused by the customer to hotels, vehicles or other supplier property.
8. Shopping and personal purchases.
9. Travel insurance.
10. Additional arrival or departure transfers required because members of the same party arrive or depart on different flights.

47. Cinnamon Travel will not be liable for loss or damage incurred because Cinnamon Travel or a supplier is unable to perform obligations under the customer’s contract due to unusual or unforeseeable circumstances (a “force majeure event”) beyond the control of the affected party.

48. Government travel advisories, including “Do Not Travel” or similar warnings issued by authorities such as Smartraveller, do not automatically entitle a passenger to cancel a booking with a refund if the tour is still operating. If Cinnamon Travel determines that a tour cannot safely operate, customers will be offered an alternative departure date or a travel credit, which may be subject to unrecoverable costs already incurred.

Any refund or alternative arrangement will be subject to supplier terms, the customer’s booking and rights or remedies that cannot lawfully be excluded under applicable law.

49. It is the customer’s responsibility to ensure they have a valid passport when travelling. The passport should have at least six months’ validity beyond the planned date of return to the customer’s home country.

50. It is the customer’s responsibility to ensure they hold all necessary visas and permits.

51. Customers with chronic illness, reduced mobility, physical or intellectual disability or other special needs should advise Cinnamon Travel before booking. Cinnamon Travel will advise whether those needs can be accommodated and may recommend a modified itinerary. Surcharges may apply to meet additional needs, such as particular vehicles with easy access, hotel rooms with wheelchair access or wider hallways, or special assistant guides.

52. Cinnamon Travel reserves the right to refuse to provide services where it is unable to accommodate a customer’s special needs or where it would not be safe to do so, subject to applicable law.

53. Special dietary requirements should be advised more than 21 days before the tour commences. Cinnamon Travel will endeavour to see that suppliers provide safe meal options for passengers with allergies or food intolerances, but cannot guarantee safe meals in every case.

54. Customers are asked to report dissatisfaction with services promptly through the Cinnamon Travel contact who assisted with the booking or by using the contact details on our website. Customers are asked to wait until office hours if the matter is not critical. Cinnamon Travel will attempt to resolve the matter promptly and will act in good faith to meet customers’ needs in accordance with the contract.

If the customer remains dissatisfied, they should write to Cinnamon Travel within 28 days from the end of the tour. Failure to notify Cinnamon Travel when the issue occurs may mean that we are unable to resolve the dispute after the customer returns home.

Cinnamon Travel treats customers with courtesy and respect and asks to be treated the same. Cinnamon Travel may refuse service to a customer behaving in an aggressive, threatening or unreasonable manner during the sales process or a tour. Depending on the severity of the situation, Cinnamon Travel may cancel remaining arrangements. Any refund for unused services will be handled in accordance with applicable supplier terms, the customer’s booking and applicable law.

55. By making an enquiry online, the customer agrees to receive information from Cinnamon Travel in the form of reply emails, quotations, pricing and other material necessary to answer the enquiry.

56. Data privacy is important to Cinnamon Travel. We collect personal information such as a customer’s name, email address, telephone number and other relevant information when they use our services or interact with our website. We collect information necessary to provide the requested services.

Cinnamon Travel uses personal information to provide services, process bookings, respond to enquiries and improve our services. We do not share personal information with third parties unless it is necessary to fulfil a customer’s request or required by law.

Cinnamon Travel takes appropriate measures to protect personal information from unauthorised access, theft or loss. We retain personal information only for as long as necessary to provide services or meet legal obligations, and securely delete it when it is no longer needed.

Cinnamon Travel may update its privacy practices from time to time. Changes will be posted on our website. By using our services, customers agree to the privacy practices described here. For questions or concerns, please contact us through our contact page.

57. The customer’s contract with Cinnamon Travel is governed by the laws of Australia. The customer agrees to submit to the jurisdiction of the courts of Australia to determine any dispute relating to the contract.