Privacy Policy

The information we collect depends on how you interact with Trip Sri Lanka and which services you request.

Information you provide directly

• Your name, email address and telephone number.
• Your country of residence and preferred language.
• Your travel dates, destinations, accommodation preferences, group size and preferred activities.
• Information about children or other travellers included in your booking where necessary.
• Arrival and departure information, including flight details.
• Accessibility, mobility, dietary or other service requirements that you choose to tell us about.
• Messages, enquiries, feedback, testimonials and other correspondence sent to us.
• Billing, payment-status and transaction information, where relevant to a booking.
• Identity or travel-document information when it is reasonably required for a specific reservation, permit or service.

Information collected when you use our website

• Pages viewed and links or buttons selected.
• Approximate location derived from technical information.
• Browser, operating system and device type.
• Referring website, campaign or traffic source.
• Session duration, scrolling and navigation behaviour.
• Cookie identifiers and similar technical information, subject to your consent choices where required.

We may collect personal information when you:

• Submit an enquiry or quotation-request form.
• Contact us by email, telephone or WhatsApp.
• Request or confirm a tour, transfer or travel service.
• Communicate with us through social media.
• Provide feedback, a testimonial or a review.
• Subscribe to marketing communications, where offered.
• Browse or interact with our website.

We may also receive relevant information from a person arranging travel on your behalf, a travel agent, an accommodation provider, a transport provider, an activity operator or another supplier involved in delivering your requested service.

When you provide information about another traveller, you should have their authority to provide that information and should make them aware of this Privacy Policy.

We may use personal information to:

• Respond to questions and travel enquiries.
• Prepare proposals, quotations and customised itineraries.
• Arrange accommodation, transport, chauffeur-guides, activities and other requested services.
• Confirm, administer and support bookings.
• Provide important travel, operational and safety updates.
• Process or reconcile payments and issue invoices.
• Provide customer service before, during and after a tour.
• Manage complaints, cancellations, refunds and disputes.
• Improve our website, itineraries, customer experience and business operations.
• Measure the performance of advertising and marketing activities.
• Detect misuse, fraud, security threats or technical problems.
• Maintain financial, tax, insurance and operational records.
• Comply with applicable legal and regulatory requirements.

We do not sell or rent your personal information to third parties.

Depending on the circumstances and the laws applicable to you, we may process personal information on one or more of the following grounds:

• Contract: processing is necessary to provide a quotation, arrange a booking or deliver requested services.
• Consent: you have given permission for a particular activity, such as optional marketing or certain cookies.
• Legitimate interests: processing is reasonably necessary to operate, protect and improve our business, where those interests are not overridden by your rights.
• Legal obligations: processing is required for accounting, taxation, regulatory, fraud-prevention or other legal purposes.
• Vital interests: processing is necessary to protect a person’s health or safety in an urgent situation.

Our website may use cookies, pixels, local storage and similar technologies. These technologies help the website function, remember preferences, analyse usage, maintain security and measure marketing performance.

Types of cookies we may use

• Necessary cookies: support security and essential website functions.
• Preference cookies: remember settings or choices you make.
• Analytics cookies: help us understand how visitors use the website.
• Advertising cookies: help measure advertising performance and may support advertising personalisation, depending on your consent and settings.

Where applicable law requires consent, non-essential cookies should not be activated until you make a choice through our cookie-consent tool. You may also restrict cookies through your browser settings, although some website features may then work differently.

Review or change your cookie preferences

Google Analytics 4

We use Google Analytics 4 to understand how visitors find and use our website. Depending on our configuration and your consent choices, Google Analytics may process information such as page views, events, traffic source, device information, approximate location and website interactions.

We use this information to assess website performance, identify useful content, understand visitor journeys and improve the experience we provide. We do not intentionally send names, email addresses, phone numbers or passport information to Google Analytics.

Learn more through Google’s explanation of how it uses information from websites and apps that use its services.

Microsoft Clarity

We partner with Microsoft Clarity to understand how visitors use and interact with our website through behavioural metrics, heatmaps and session-replay technology. This helps us identify navigation difficulties, improve page design and enhance the overall customer experience.

Website-usage data may be captured using first-party and third-party cookies and other tracking technologies. Depending on Clarity’s settings, this may include clicks, scrolling, navigation paths, device and browser information, approximate location and session behaviour.

We use Clarity’s privacy controls and maintain its Balanced masking mode. Information entered into sensitive form fields is intended to be masked in recordings. However, visitors should still avoid entering confidential information into fields that do not request it.

Learn more in the Microsoft Privacy Statement.

Google Ads and Conversion Measurement

We use Google Ads to advertise our travel services and to evaluate whether advertisements lead to useful actions, such as website enquiries. Google may use cookies or similar technologies to attribute visits and conversion activity to advertising interactions.

Advertising information may be used to measure campaign effectiveness, prevent fraud, limit repeated advertisements and, where permitted by your preferences and applicable law, support advertising personalisation.

You can learn more about Google advertising technologies through Google’s Advertising Privacy and Terms information.

Search Console and Webmaster Tools

We may use services such as Google Search Console and Bing Webmaster Tools to understand how our website appears in search results and to identify technical or indexing issues. These tools generally provide website-performance and search-related reports rather than the travel details you submit to us.

Third-party travel suppliers operate under their own privacy practices. Where you book or receive a service from a separate supplier, that supplier may process your information as an independent organisation.

We do not authorise service providers to use personal information supplied by us for unrelated purposes, except where the law permits or requires them to do so.

Trip Sri Lanka serves international travellers and works with service providers in Sri Lanka and potentially other countries. Your information may therefore be accessed, stored or processed outside the country in which you live.

International transfers may occur when we communicate with local travel suppliers, use cloud-based technology providers or arrange services in your destination. Privacy laws in another country may differ from those in your home country.

Where required, we take reasonable steps to use appropriate contractual, organisational or technical safeguards for international transfers.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to provide services, maintain business records, resolve disputes and satisfy legal, accounting, tax, insurance and regulatory requirements.

Retention periods may vary depending on the type of information. For example, a general enquiry that does not lead to a booking may be retained for a shorter period than financial records associated with a completed transaction.

When information is no longer reasonably required, we may delete, anonymise or securely archive it, subject to legal and operational requirements.

We use reasonable administrative, technical and operational safeguards designed to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.

• Restricting access to people who reasonably require it.
• Using reputable website, hosting and technology providers.
• Using secure connections and access controls where appropriate.
• Maintaining account-security and authentication measures.
• Reviewing our data-handling practices periodically.

No internet transmission, electronic-storage system or security method can be guaranteed to be completely secure. You should use caution when sending confidential information electronically and contact us if you believe your information may have been compromised.

Our website and travel-planning services are generally intended for adults arranging travel. We may receive limited information about children when a parent, guardian or authorised organiser includes them in a family booking.

Please provide only the information reasonably necessary to arrange the child’s travel services. Where appropriate, the parent or guardian should submit or approve the information on the child’s behalf.

We may contact you about an enquiry, quotation, booking, payment, itinerary change, service update or other matter connected with your travel arrangements.

We will send promotional emails or similar direct-marketing communications where you have consented or where otherwise permitted by applicable law. You may opt out by using the unsubscribe method provided in the communication or by contacting us directly.

Opting out of marketing does not prevent us from sending service-related communications necessary for an active enquiry or booking.

Our website may contain links to third-party websites, maps, booking services, review platforms or social-media services. These organisations control their own privacy and cookie practices.

This Privacy Policy does not govern third-party websites. We encourage you to review the privacy information provided by each external service before submitting personal information.

We may need to verify your identity before responding to a privacy request. We may also ask for additional information to understand the scope of your request.

Some rights are subject to legal exceptions. For example, we may need to retain certain transaction records to meet taxation, accounting, insurance or legal requirements.

Please contact us first if you have a question or complaint about how we handled your personal information. We will review the matter and aim to respond within a reasonable period.

Depending on your location, you may also have the right to contact the privacy or data-protection authority responsible for your jurisdiction.

We may update this Privacy Policy when our services, technology, legal obligations or information-handling practices change.

The updated version will be published on this page with a revised “Last updated” date. We encourage you to review this page periodically.