Terms & Conditions

1. Definitions

For the purposes of these terms:

• "Company," "We," "Us," "Our" refers to Galenvoy, operating from Level 9, Menara Northam, 55 Jalan Sultan Ahmad Shah, 10050 Penang, Malaysia
• "Service" refers to railway journey packages offered in Sri Lanka
• "Traveler," "You," "Your" refers to individuals booking or participating in our journey packages
• "Booking" refers to the confirmed reservation of a journey package
• "Agreement" refers to these Terms & Conditions along with any booking confirmations and itineraries

2. Acceptance of Terms

By booking a journey package through our website, email, or telephone communications, you agree to be bound by these Terms & Conditions. If you do not agree with any provision of these terms, you should not proceed with booking.

These terms constitute a legally binding agreement between you and Galenvoy. Booking confirmation serves as evidence of your acceptance.

3. Age and Capacity Requirements

To book a journey package, you must be:

• At least 18 years of age
• Legally capable of entering into binding contracts under Malaysian law
• Authorized to make bookings on behalf of any additional travelers included in your reservation

Travelers under 18 may participate in journeys when accompanied by a parent or legal guardian who accepts full responsibility for their participation.

4. Service Description

Galenvoy provides curated railway journey packages in Sri Lanka. Our services include:

• Railway transportation in first-class reserved seating
• Accommodation at specified properties (multi-day packages)
• Meals as indicated in journey itineraries
• English-speaking guide services
• Ground transfers between stations and accommodations
• Entry fees to included cultural sites and activities

Detailed inclusions and exclusions for each journey package are provided in booking confirmations and pre-departure documentation.

5. Booking Process

5.1 Reservation

Journey bookings can be made through:

• Our website contact form
• Email to [email protected]
• Telephone communication with our Penang office

5.2 Confirmation

A booking is confirmed only upon receipt of the deposit payment and issuance of written booking confirmation from our office. Verbal or preliminary communications do not constitute confirmed bookings.

5.3 Availability

All journey packages are subject to availability. We reserve the right to decline bookings if capacity has been reached or if we determine that we cannot adequately serve the requested dates.

6. Payment Terms

6.1 Pricing

All prices are quoted in Malaysian Ringgit (MYR) and include applicable Malaysian taxes. Prices do not include international airfare to/from Sri Lanka, travel insurance, or personal expenses unless explicitly stated in the journey package description.

6.2 Payment Schedule

• Deposit: 30% of total journey cost due upon booking to confirm reservation
• Final payment: Remaining 70% due 45 days before journey departure date
• Bookings made within 45 days of departure require full payment immediately

6.3 Accepted Payment Methods

We accept payment via bank transfer, credit card (Visa, Mastercard), and PayPal. Credit card payments are processed through secure third-party payment processors.

6.4 Currency Fluctuations

Prices are subject to change due to currency fluctuations, changes in fuel costs, or increases in government taxes. However, once a deposit has been paid, the quoted price is fixed regardless of subsequent price changes.

7. Cancellation and Refund Policy

7.1 Cancellation by Traveler

Cancellations must be submitted in writing via email. Refunds are processed according to the following schedule:

• More than 60 days before departure: Full refund minus MYR 200 administrative fee
• 30-60 days before departure: 50% refund of total journey cost
• 14-29 days before departure: 25% refund of total journey cost
• Less than 14 days before departure: No refund

Refunds are processed within 14 business days of cancellation confirmation.

7.2 Cancellation by Company

We reserve the right to cancel journeys due to insufficient participant numbers (minimum 4 travelers required), safety concerns, force majeure events, or other circumstances beyond our control. In such cases, travelers receive a full refund or may transfer their booking to an alternative departure date.

8. Travel Documentation and Health Requirements

8.1 Passport and Visa

Travelers are responsible for ensuring they possess valid passports (minimum 6 months validity from journey end date) and appropriate visa documentation for Sri Lanka. We are not responsible for denied entry due to inadequate documentation.

8.2 Health and Vaccinations

Travelers should consult medical professionals regarding recommended vaccinations and health precautions for Sri Lanka. We are not medical professionals and do not provide health advice.

8.3 Travel Insurance

We strongly recommend comprehensive travel insurance covering medical emergencies, trip cancellation, baggage loss, and personal liability. Proof of insurance may be required before journey commencement.

9. Traveler Responsibilities

During journeys, travelers agree to:

• Follow guide instructions regarding safety, cultural protocols, and itinerary timing
• Respect local customs, religious sites, and community norms
• Refrain from behavior that disrupts other travelers or local communities
• Take responsibility for personal belongings and valuables
• Arrive punctually at designated meeting points
• Notify guides immediately of any health concerns or safety issues

We reserve the right to remove travelers from journeys if their behavior poses safety risks, violates local laws, or significantly disrupts the experience of other participants. No refund will be provided in such circumstances.

10. Limitation of Liability

To the maximum extent permitted by Malaysian law:

• Galenvoy acts as an intermediary between travelers and service providers (accommodations, transport operators, guides). We are not liable for actions or failures of third-party providers.
• We are not liable for delays, cancellations, or modifications caused by weather, railway operational issues, political events, or other force majeure circumstances.
• Our liability for any claims arising from journey participation is limited to the total amount paid by the traveler for the journey package.
• We are not liable for indirect, consequential, or punitive damages including lost vacation time, lost business opportunities, or emotional distress.
• Personal injury or property damage claims are subject to the laws and limitations of Sri Lanka where the journey occurs.

11. Force Majeure

Neither party shall be liable for failure to perform obligations due to events beyond reasonable control including natural disasters, war, terrorism, government actions, strikes, pandemics, or railway infrastructure failures. In such cases, we will work with travelers to reschedule or provide alternative arrangements when possible.

12. Intellectual Property

All content on our website, including text, photographs, logos, itineraries, and design elements, is protected by intellectual property rights owned by Galenvoy or our content licensors. You may not reproduce, distribute, or create derivative works from this content without written permission.

13. Privacy and Data Protection

Collection and use of personal data is governed by our Privacy Policy, which should be read in conjunction with these Terms & Conditions. By booking a journey, you consent to data processing as described in the Privacy Policy.

14. Dispute Resolution

14.1 Governing Law

These Terms & Conditions are governed by the laws of Malaysia. Any disputes arising from these terms or journey participation shall be subject to the exclusive jurisdiction of Malaysian courts.

14.2 Informal Resolution

Before initiating formal legal proceedings, parties agree to attempt good-faith resolution through direct communication with our Penang office.

15. Changes to Terms

We may revise these Terms & Conditions periodically. Material changes will be communicated to travelers with confirmed bookings. Continued use of our services after changes take effect constitutes acceptance of revised terms.

16. Severability

If any provision of these terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary while the remainder of these terms remains in full force and effect.

17. Contact Information

For questions regarding these Terms & Conditions: