Thank you for choosing A9 Tours. We value your satisfaction and strive to provide you with the best booking and travel experience possible. If, for any reason, you are not completely satisfied with your purchase, we are here to help.

Returns

We accept returns and refund requests within 14 days from the date of purchase where applicable. To be eligible for a return, your item (or service entitlement) must be unused, unredeemed, and in the same condition that you received it. For physical items, it must also be in the original packaging. For travel-related services, eligibility may depend on the applicable fare rules, provider constraints, or operational limitations.

Refunds

Once we receive and review your request, we will notify you of the status of your refund. If your request is approved, we will initiate a refund to your original method of payment. Please note that the refund amount will exclude any shipping, handling, gateway, or service charges incurred during the initial purchase unless required by law.

Exchanges

If you would like to exchange your booking (e.g., date/time/route/vehicle class) or product for a different option, please contact our support team within 14 days of your order or before the service redemption date, whichever comes first. We will provide guidance on available alternatives and any fare differences or fees that may apply.

Non-Returnable or Non-Refundable Items/Services

Certain items and services are non-returnable and/or non-refundable. These include (but are not limited to):

• Gift cards
• Downloadable software products
• Personalized or custom-made items
• Perishable goods
• Bookings marked as “non-refundable” or “final” by the fare rules or supplier

Damaged or Defective Items

In the unfortunate event that your item arrives damaged or defective, or if a service cannot be rendered due to our error, please contact us immediately. We will arrange for a replacement, rebooking, or issue a refund depending on your preference and availability.

Return Shipping

You will be responsible for paying the shipping costs for returning your item unless the return is due to our error (e.g., wrong item shipped, defective product). In such cases, we will provide you with a prepaid shipping label or alternative return method.

Processing Time

Refunds and exchanges will be processed within 14 business days after we receive your returned item or approve your request. Please note that it may take additional time for the refund to appear in your account depending on your bank or payment provider.

Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer support team:

• Email: info@a9tours.com
• Phone: 0772876945
• Address: Navatkuli east thachchanthoppu, Jaffna

Note: This sample Refund Policy is provided as a general guideline.