FAQ

JF Tours > FAQ

Why JF Tours?

We offer efficient advice to the holiday that you need at a competitive price. We guarantee to give you the type of holiday you seek within your budget. Our operations support and fair Booking Conditions protect you if things go wrong.

Refund Policy

Cancellation by us:

JF Tours is committed to high levels of professionalism to protect your booking.  But we reserve the right to cancel your booking in any incidence of Force Majeure.  In this event we will return all money paid by you and, wherever possible, offer an alternative booking of comparable type and quality for arrangements for a booking that is subsequently cancelled by us.

Cancellation by you:

In event of cancellation, in whole or part, we voluntarily return all recoverable costs or as specified below. In the case of train tickets & accommodation only bookings there will be no refunds granted.
In the case of Instant Bookings, any individual cancellation terms that may apply will be displayed at time of booking and will provide the basis for a refund. In the case of cancelled tailor-made itineraries, we reserve the right to levy additional admin costs of up to 5 per cent of total booking cost. Other cancellation refunds are determined on a case-by-case basis, whether provided directly or indirectly by us. We do not normally refund for early checkouts or no-shows.  Any individual wishing to cancel a booking with JF Tours & Travels Ceylon Limited must immediately notify their sales consultant by email, quoting their invoice number. The cancellation is timed from when we contact the supplier on your behalf and a delay is normal outside normal working hours. In the event of a group cancellation (by the tour leader), we will hold each individual equally liable for cancellation costs.

Itinerary changes

Itinerary changes made by us:
JF Tours is committed to high levels of professionalism to protect your booking. Adjustments will only be made in unavoidable or overriding circumstances. All efforts would be made to ensure that these adjustments are in the spirit of the original itinerary and would be properly discussed with you. If exceptional circumstances (eg overbooking of hotel) demand an emergency change of accommodation while you are on holiday, we will refund you appropriately if the replacement hotel is cheaper and pay any additional transfer costs.

Itinerary changes made by you:
JF Tours aims to offer flexible itineraries. Once an itinerary is finalised, requests for changes to a group or individual itinerary will always be considered, but they may incur cancellation charges.

Information

Information provided by you:
All information provided by yourself should be true and accurate. We will treat it confidentially and will not forward it to any third party. We do not spam, supply mailing lists or use it in any way other than to secure your booking. We have a strict anti-fraud policy and take responsible steps to protect personal information such as credit card details.

Information provided by us:
JF Tours will use all reasonable endeavours to ensure that information provided is free from errors and omissions and will correct any errors or omissions once notified of them. We cannot, however, be held responsible for misinformation that a reasonable person could not have expected us to know. Our opinions are our own. Whilst we rigorously strive for accuracy, these opinions are necessarily subjective to some degree. We do not take responsibility for consumer comments made in interactive areas of the site, but we do reserve the right to moderate them to comply with Sri Lankan Law.

Financial protection

Force Majeure:
We cannot accept responsibility for Force Majeure defined in these booking conditions as any specific event which we, as the supplier of the services, could not reasonably have foreseen, influenced or avoided. These include war, or threat of war, riots, civil strife, terrorism, contamination, extreme or unusual weather conditions, volcanic eruptions, industrial disputes, changes to sports itineraries, natural and nuclear disasters, fire, flight cancellations or rescheduling by airlines or any similar event beyond our control.

Insurance:
Every holidaymaker, without exception, must possess valid travel insurance, and details of the policy must be stated before travel. Individuals must ensure that this travel insurance offers acceptable cover for the type of holiday undertaken. We will refuse travel for all those inadequately insured.

Innoculations:
All tourists are strongly advised to check with their own medical advisers at least a month before travel on recommended innoculations, the need for malaria tablets, and to take other medical advice where their own health record suggests it is necessary.

Nature of overseas travel:
Bookings arranged by JF Tours range from luxury to budget. We will make every effort to ensure that our planning is meticulous. But amenities and infrastructure can at times be comparatively underdeveloped. Delays, moments of discomfort and risk can naturally occur in all travel an in the tropics, insects in rooms are common. A booking with us is an implicit acceptance of these facts. Clients are advised to take sensible precautions at all time, and familiarise themselves with up-to-date information from independent and reliable sources.

Negligence and breach of contact:
We will only accept liability for incidents that arise as a direct result of our proven negligence, or that of our suppliers, in respect of arrangements forming part of your holiday itinerary, in cases where all your holiday accommodation and transfers are arranged by us for the entire extent of your stay. This applies to illness, injury and/or death.

NOTE: WE DO NOT ACCEPT LIABILITY FOR THE NEGLIGENCE OF OUR SUPPLIERS IN ACCOMMODATION-ONLY BOOKINGS.

Personal loss, injury and illness (Unconnected with arrangements by us):
Should you, or any member of your group, suffer loss (such as baggage or valuables), serious illness, personal injury or death during your holiday, we, or our stated representatives, will provide sympathetic advice and guidance at our/their discretion. This must be carried out in conjunction with your personal travel insurance policy.

Price guarantee:
We guarantee that your holiday will not be subjected to surcharges, except where our costs rise because of changes in Government policy. We will not surcharge for exchange-rate fluctuations.

Representatives:
JF Tours support on your itinerary is provided by your chauffeur-guide, if you have booked transport with us, and from our dedicated customer care staff in Colombo. We do not provide holiday reps.

*On arrival the name of the card holder is cross checked against the passport, (and also with Booking Details and Credit Card) 
*Third party travelling will not be entertained, Cardholder must be in travelling party

Customer care

Customer care and complaint procedure:
JF Tours is fully committed to high levels of customer care at all stages of your holiday. This includes solving any problems at source to the benefit and contentment of all parties. Any complaints must be pursued as soon as possible with the supplier of the service (eg hotel manager), our local representative (if present), and our ground agents. If matters are not satisfactorily resolved, you must notify JF Tours & Travels Ceylon Limited within 24 hours, by fax or e-mail, in a further effort to rectify the situation amicably. JF Tours provides you with appropriate contact numbers before travel and it is your responsibility to keep them safely. We reserve the right to refuse any liability or compensation if this arbitration procedure is not strictly adhered to.

Confirming your booking

In the case of all bookings, including Instant Bookings or tailor-made holidays, your booking will be confirmed by the issue of an invoice.  Payment of deposit confirms that you accept our booking conditions.  If you fail to meet the payment deadline stated on the invoice, we reserve the right to cancel your booking and will inform you of this.

Booking should be paid as follows:

Bank transfer: Full details in our FAQs. Travels insurance is compulsory.

Payment Schedules:

100 percent of cost for all other services.

Upon receipt of invoices: 25 to 50 percent of cost depending on the traveling dates.

Balance payment as per the instructions of the JFT representatives.

Note:

Car holder must be a part of the travelling group.

Copy of the passport to be handed over to our representative at the commencement of package tour & chauffeur driven vehicle services.

Suppliers may demand stricter payment terms on some bookings.  These occasions will always be advised to you before booking and stated on your invoice. Individual cancellation terms will always be stated.

Credit card payments are subject to an additional charge of 1 percent.  This contributes to our credit card costs and helps to reduce our basic prices. There are no charges for use of debit cards.

Customers must pay all bank charges in the case of a bank transfer.  Failure to do so will invalidate your booking and will invalidate your booking and will bring further charges to cover bank changes.

There will be no additional postage fees, booking fees or other hidden changes.

Late payments risk cancellation.

Behaviour

Behaviour:
We expect reasonable behaviour at all times. If, in the considered opinion of our representatives or suppliers, your behaviour could cause danger to yourself or others, damage or persistent offence (including racism), you will be informed of the fact, and your booking may be terminated without compensation. You may also be held responsible for willful damage.

How safe is Sri Lanka?

Since the end of the civil war Sri Lanka tourism has prospered and can offer quite wonderful value as well as infinite variety. There was no history of tourists being targeted at any stage of the terrorist conflict. Violent crime is extremely rare. Hygiene standards are also good. Tourists are warmly welcome.

What is the best way to make contact about my holiday?

We are based in Colombo and can be reached via email: inquiries@jftours.com or contacted on our contact numbers: 0094-11-2587996 / 2589402. Business hours are from 9.00 am – 5.00 pm Monday – Friday and 9.00 am to 1.00 pm on Saturdays.

What do you advise about money?

Credit cards are widely accepted in bars and restaurants. However, credit card fraud is increasing. Booking in advance with Red Dot and paying in cash for extras if you are ever unsure is your safest alternative. Red Dot also operates a strict anti-fraud policy; ask for details. In Colombo, and other major centres such as Galle and Kandy, there are an increasing number of ATM machines. You should not rely on this option in more far-flung destinations. Note that Scotland and Northern Ireland notes are NOT accepted. Travellers cheques are still widely used, but are not accepted as direct transactions in bars and restaurants. If you are cashing a travellers cheque, bank rates are better than hotel rates but the process can take longer. The banks in the airport arrivals hall offer excellent value and our ground agents will wait until you have made the transaction. As anywhere in the world, guard your money, credit cards and travellers cheques safely and use safety-deposit boxes if possible. You cannot buy Sri Lankan rupees in advance.

How should I prepare before I contact you?

The more we know about your likes and dislikes the more we can help. Try to have a good idea of what most interests you — and what doesn’t. All the pre-planning you do is to your advantage as it helps us provide the exact holiday you need. Changes of mind are inevitable, but it can be frustrating for you when hotels and flights can become unavailable while itineraries are being fine-tuned. However, if you have no ideas at all, tell us your budget and we will make suggestions.

Do I need a visa in Sri Lanka?

Sri Lanka has introduced a compulsory online visa system for all travellers arriving in Sri Lanka from January 1, 2012. Visitors must apply for the Electronic Travel Authorization via www.eta.gov.lk established in the Department of Immigration and Emigration. There is a small fee for the visa. Citizens from Singapore and The Maldives are excepted.

In all cases, it is advisable to have more than six months left on your passport at time of travel.

Is the information that I provide to you safe?

Information provided in our payment centre is protected by Optimal Payments’ secure servers. We never spam or pass on your information to any third party. We have a strict and clearly-stated anti-fraud policy. We shred documents holding personal information. We shall only send you occasional information, such as a free quarterly emailed newsletter, if you specifically request it. We advise you never to email us your credit card details.

Many companies talk of imagining their “perfect client.” What is yours?

Somebody who shares our affection for Sri Lanka, or who is enthusiastic about discovering its many attractions. Somebody who believes in working with us to devise a suitable and satisfying holiday and to solve together any difficulties that may arise from time to time.

I don’t want a full tailor-made holiday. Are you flexible enough to help?

At JF Tours we values independently-minded customers. Just tell us what you need. We will be more than happy to provide you with what you require.

When is my holiday actually confirmed?

Travel industry regulations demand that you receive a Travel Voucher once your holiday has been agreed and booked. This confirms your holiday. You must then arrange payment as laid down in our booking conditions (see next question). Until then, there is no contract between you and JF Tours. You will also receive other useful information.

How can I pay for my holiday?

Payment must normally be made within seven days of the issue of the Travel Voucher. This payment may be required immediately in the case of last-minute bookings, or in special cases, in which case you will be informed of this.

Debit cards carry no extra charges. Credit cards carry an additional charge of 1 per cent. This contribution towards our credit-card charges helps to keep our base price low.

Cheques should be made out to JF Tours & Travels Cey Ltd and incur no extra charge.

Bank transfer to our Sri Lanka account number: 01109581101, Swift Code: SCBLLKLX Account Name: JF Tours & Travels Ceylon Limited. Bank name: Standard Charted Bank, Bank Address: Colpetty Branch – 46 B, Sir Anandacoomaraswamy Mawatha, Colombo 03, Sri Lanka.

What protection do I have if I have to cancel my holiday?

Our stated policy is to return all recoverable costs, above and beyond the minimum shown in our Booking Conditions. We respond as quickly and fairly as we can. We expect our customers to take their holiday bookings as seriously as we do, but we recognise that holidays are occasionally cancelled for valid reasons. Our Booking Conditions give full details. If you fail to tell us that you no longer wish to travel, unrecoverable costs rise. So please do not avoid the issue – get in touch.

Do you promote only certain hotels?

We have our favourites – everybody does. We also expect certain standards of hygiene, comfort and service. But we are not limited to a small range of hotels. We fiercely protect our independence and deal with all hotel companies and independent owners if we believe that they have something good to offer. We will seek to ascertain what hotel best suits your preferences and your budget, and we will also happily respond to your specific requests. At all times, we will seek to negotiate the best rate possible. Sri Lanka has a wonderful and varied range of accommodation choices. Take a look at our website and ask us for advice.

Do you pre-book accommodation, in the way that many package-holiday companies do?

We may do at peak times such as Christmas or the summer holidays, when availability is scarce. Pre-booking would tempt us to promote a hotel to our clients that may not be suitable, just to fill the space. When an itinerary is finalised, we then confirm availability of flights and accommodation. That is why we advise early bookings (see next question). Delays risk rising prices and unavailability. We can – and do – offer excellent late deals, but booking about four-six months in advance, especially for Christmas and Easter, offers the best chance of satisfaction.

I am interested in one of your specialist tours, but I want to make changes. Is this possible?

JF Tours offers total flexibility and can respond to all requests to adjust itineraries. We will advise if we believe changes these to be realistic. On occasions, these adjustments will involve a change in price. We do not levy a charge to tailor-make holidays

Why have we not received any hotel vouchers? Is our booking confirmed?

JF Tours does not supply vouchers to customers before travel. This simply increases admin costs, and brings you no tangible benefit. Our operations team has booked the hotels as shown on your Travel Voucher. All necessary hotel vouchers will be sent directly to the hotels concerned. Showing your Travel Voucher and passport at check-in is all you need to do.

Can I drive my own car in Sri Lanka?

In common with other travel companies, we advise our clients not to undertake self-drive car hire unless they are highly experienced in driving conditions in this part of the world. However, we offer competitive self-drive car hire with a reputable company in specific circumstances.

Will we be met at the airport?

If you have booked airport transfers, you will be met by our ground agents at Bandaranaike International Airport. They can be found, normally with JF Tours board, just outside the arrivals hall. We do not arrange airport meet-and-greets in your own country, except in overriding circumstances. We provide a mobile phone number for your driver a few days before your holiday departure.

If I book a car and driver, will I be hassled to make excursions or shopping trips?

Uniquely, our drivers are in possession of a strict Drivers’ Code, in which your safety and satisfaction are the priority. We recommend that you contact our Colombo office if you have problems in this regard. (See our transport section for full details). The driver knows your itinerary and is expected to follow it. How much he also acts as a guide depends upon your individual wishes. He may offer additional excursions or shopping visits, but must immediately respect your decision to say `no.’ Additional excursions may require an extra charge.

Can you recommend any shopping outlets?

JF Tours never officially recommends, or accepts commission from, any Sri Lanka outlet and therefore cannot take any responsibility for the quality of goods sold. Any opinions expressed by JF Tours drivers are solely their own views and do not constitute company recommendations. The sole exception to this is where goods are ordered directly through us (eg cricket clothing). If you make a purchase, you should be aware that you may face unexpected extra costs for tax, handling charges, customs, and delivery fees.

Can I change my itinerary when I am in Sri Lanka?

We are willing to respond to requests for changes of hotel or a sudden change of itinerary. We recognize that new discoveries can bring the temptation for a change of plan. In some cases, however, it must be understood that such changes may prove impossible. Others will necessarily accrue a surcharge. Read your departure letter for contact numbers.

What if people need to contact me in an emergency when I’m in Sri Lanka?

We provide a contacts sheet, upon your departure, with telephone numbers for our team in Sri Lanka. We can also provide a list of hotel phone numbers on request. Mobile phones operate in all major areas and you can buy low-cost pay-as-you-go Sri Lankan SIM cards on arrival. We can also provide these. Our office can pass on emergency messages. Leave contact numbers, plus a copy of your itinerary, with appropriate friends or relatives.

I’m looking for a low-season holiday to obtain the best prices. At what time of year can I find the best deals?

Consider late June and early July, perhaps using the East coast rather than the deep South. October to early December offers good value for the West and South – and monsoon rains occur largely from late afternoon. Avoid Christmas, Easter and school summer holidays.

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