This Refund & Cancellation Policy applies to all bookings and payments made through www.surenatravels.lk ("the Website") for bus/passenger transport seats and parcel courier services operated by Surena Travels Pvt Limited ("Surena Travels", "we", "us", "our").

1.1 Bus Ticket Bookings

• Cancellation by the customer:
  • Cancellations made at least 24 hours before the scheduled departure time are eligible for a refund of the ticket fare. A processing fee will be deducted to cover payment gateway and administrative charges.
  • Cancellations made less than 4 hours before departure, or no-shows, are not eligible for a refund.
  • Amendments (date/time changes) requested at least 12 hours before departure, subject to seat availability, will be permitted free of charge.
• Cancellation by Surena Travels: If we cancel, delay, or are unable to operate a scheduled trip (e.g. vehicle breakdown, unforeseen circumstances, insufficient bookings), customers will be offered, at their choice, a full refund of the amount paid, or rebooking on the next available service at no extra cost.
• Refunds are issued only to the original payment method (the card/bank account used to make the payment) and are not paid out in cash.

1.2 Parcel / Courier Services

• Surena Travels transports parcels between our offices; parcels are not delivered to the recipient's doorstep. The recipient (or their authorised representative) must collect the parcel from our office at the destination, on production of the parcel receipt/reference and valid identification.
• Charges for parcel transport are earned once a parcel is accepted for carriage. If a parcel is withdrawn by the sender before it has been dispatched, a full refund applies.
• Once a parcel has been dispatched, the service fee is non-refundable, except where Surena Travels fails to transport the parcel as agreed, in which case a refund or fee waiver will be considered on a case-by-case basis. Failure or delay by the recipient to collect the parcel from our office does not entitle the sender to a refund.
• Parcels not collected within 7 days of arrival at the office may be treated as unclaimed, subject to our unclaimed-goods procedure in the Terms & Conditions.
• Claims for lost or damaged parcels must be reported within 24 hours of the parcel's arrival at our office; see our liability terms in the Terms & Conditions.

1.3 How Refunds Are Processed

• To request a refund, contact us at surenatravels@gmail.com or +94 77 107 5665 with your booking reference/ticket number and payment confirmation.
• Approved refunds are processed back to the original payment method within 14 business days, depending on your bank/card issuer's processing times. Surena Travels does not control how long a bank takes to reflect the refund in your account.
• Refunds are issued in Sri Lankan Rupees (LKR), the currency in which the original payment was collected.
• All online payments are processed through our third-party payment gateway PayHere. Surena Travels does not store your full card number, CVV, or card PIN at any time; these are handled solely by the licensed payment gateway/acquiring bank in a PCI-DSS compliant environment.

1.4 Failed or Duplicate Transactions

• If a payment is deducted from your account but no booking confirmation is received, please contact us immediately with your transaction reference. We will verify the transaction with the payment gateway and either confirm your booking or arrange a refund of the duplicate/failed charge within 1 business day.

1.5 Contact for Refund Queries

Surena Travels Pvt Limited, No. 83, Munai Street, Batticaloa 30000, Sri Lanka

Tel: +94 77 107 5665 / 065 222 6152 | Email: surenatravels@gmail.com | Open 7 days a week