Help Center
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Pola Tours is a locally-run, adventure-focused tour company dedicated to providing unforgettable experiences in Sri Lanka. We pride ourselves on expert local guides, sustainable practices, and personalized itineraries that showcase the authentic beauty of our island nation.
We focus on authentic experiences, responsible tourism, and small group sizes. Our tours are designed to go beyond the typical tourist path and give you a genuine connection with the culture, people, and natural beauty of our destinations. We believe in creating meaningful memories while supporting local communities.
We offer a wide range of tours to accommodate different interests and abilities. Each tour description on our website includes a detailed breakdown of the activity level and suitability. If you have specific concerns, please contact us and we can help you find the perfect tour that matches your needs.
You can easily book a tour directly through our website. Navigate to the tour page you're interested in, and use our inquiry form to send us your requirements. Our team will get back to you within 2 hours to finalize your booking. Alternatively, you can contact us directly via phone or WhatsApp.
We accept major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we accept payments via PayPal, Payoneer, and bank transfers. All bank charges for transfers must be borne by the customer.
Yes, all payments are processed through a secure, encrypted system to ensure your personal and financial information is protected. We use industry-standard security measures and do not store your full credit card details on our servers.
Our cancellation policy is as follows:
Please refer to our full Terms and Conditions for specific details.
In the rare event that we have to cancel a tour due to unforeseen circumstances such as extreme weather, natural disasters, or political instability, you will be notified as soon as possible and offered a full refund, rescheduled tour at a later date, or an alternative tour of similar value.
A detailed packing list is provided in your booking confirmation email. Generally, we recommend comfortable shoes, weather-appropriate clothing, and a reusable water bottle. For specific tours, you may need additional items like sunscreen, a hat, insect repellent, or a light jacket. Sri Lanka's tropical climate means lightweight, breathable clothing is ideal.
It is the traveler's responsibility to ensure they have all necessary visas, passports, and other travel documents. We recommend checking the requirements for Sri Lanka well in advance of your trip. Most visitors can obtain a visa on arrival or through the official Electronic Travel Authorization system. Please ensure your passport is valid for at least 6 months beyond your planned departure date.
View our Visa & Immigration page → for detailed information on ETA requirements and official immigration contacts.
We strongly recommend that all travelers purchase comprehensive travel insurance that covers trip cancellation, medical emergencies, evacuation, and personal belongings. While not mandatory, travel insurance provides peace of mind and protection against unexpected events that may disrupt your travel plans.
The meeting point for each tour is clearly stated in the tour description and your booking confirmation. We offer pick-up from selected hotels in major cities, or a central meeting point. Please be sure to arrive at the designated location at least 15 minutes before the scheduled start time. Our private tours include pick-up and drop-off at your accommodation.
The inclusion of meals varies by tour. Please check the "What's Included" section of the specific tour page to see if meals are provided. Most tours include breakfast, and some include lunch or dinner depending on the itinerary. We can accommodate special dietary requests with advance notice.
Please inform us of any dietary restrictions or allergies at the time of booking. We will do our best to accommodate your needs, including vegetarian, vegan, gluten-free, and other special diets. However, this may not always be possible depending on the tour location and available restaurant options.
We specialize in small-group tours to ensure a personalized and intimate experience. Most of our group tours have a maximum of 12-16 people, allowing for better interaction with guides and flexibility in the itinerary. Our private tours can be customized for individuals, families, or small groups.
Our tours run rain or shine. In the case of severe weather that may pose a safety risk, the tour may be altered or canceled. Your safety is our top priority. If weather conditions prevent the tour from proceeding, we will offer alternative activities or reschedule options whenever possible.
Yes, all of our professional tour guides are fluent in English and provide excellent service to international visitors. Some guides are also fluent in other languages such as French, Spanish, German, or Italian. Please inquire at the time of booking if you prefer a guide who speaks a specific language.
You can reach our customer support team via:
We are available Monday to Saturday, 9:00 AM - 6:00 PM (Sri Lanka time).
Please inform your tour guide immediately if you have any concerns or issues during the tour. Our guides are trained to handle a variety of situations and will do their best to resolve the problem on the spot. If the issue is not resolved, please contact our emergency support line at +94 77 078 1007, which is available 24/7 during your tour.
Our friendly team is here to help you plan your perfect Sri Lankan adventure.
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