Ayu by Walkers Tours > TERMS & CONDITIONS
TERMS & CONDITIONS
services provided by AYU-Medical Tourism by Walkers Tours Limited (AYU) are
subject to the following terms and conditions. By
making a booking with us you, the Client
confirm that you have read, fully understood and agree to the following terms.
refers to any one or more of the following; (a) Medical Tourism (b) Transport (c)
Accommodation (d) Wellness Tourism (e) Other tourist services.
details must be completed personally by the traveler or by one person on
behalf of a group who is deemed to be authorised by individual members
(the “Client”) of the Group to contract on their behalf.
will confirm the arrangements requested by the Client through web
bookings as soon as reasonably possible upon receipt of the Booking
details. Please note that for legal purpose, the contract comes into
existence when a confirmation invoice has been issued by AYU for services
to be rendered by AYU or on behalf of the relevant suppliers) Despite its
best efforts, as services are obtained from third party suppliers, it may
not be possible to confirm certain arrangements at once (e.g. when a
hotel is only available on request or a specialist Doctor is not
available on a requested date or time). Where so specified the legal
contract for the services concerned will be formed once AYU has
specifically confirmed those services have been booked even if a previous
interim confirmation has been issued.
Client is responsible for checking the details of the confirmation
invoice and should give immediate notice of any corrections thereto.
contract and all services provided by AYU are exclusively governed by Sri
Client acknowledges that although the Contract is with AYU, unless
otherwise specified, all services are provided by third party service
provider (e.g. medical service providers (including hospitals) hotels,
bus operations, tours etc..) and that whilst every effort has been made
by AYU to ensure that such services are safe, it is unable to accept
responsibility for third party services out of its control. AYU contracts as named agent only.
Client specifically acknowledges that all arrangements made by AYU for
Medical Tourism, Wellness Tourism, hotel accommodation, sightseeing tours
and services, entertainment, transportation by air, railroad, motor bus,
automobile, or boat, AYU acts only in the capacity of an agent for the
domestic airlines, hotels, and other suppliers for the Services described
in the tour arrangements.
particular the Client acknowledges that because AYU maintains no control
(including management control) over the personnel, equipment, or
operations of these Services suppliers, AYU cannot assume responsibility
for and be held liable for any personal injury, property damage or other
loss, accident, delay, inconvenience, or irregularity which may be
occasioned either by reason of (1) any wrongful, negligent, or
unauthorized acts or omissions on the part of any of the suppliers, (2)
any wrongful, negligent, or unauthorized acts or omissions on the part of
any employee of any of these suppliers, (3) any defect in or failure of
any vehicle, equipment, or instrument owned, operated or otherwise used
by any of these suppliers, or (4) any wrongful or negligent acts or
omissions on the part of the Hospital/Wellness resort or any other party
not under the supervision and control, direct or otherwise, of AYU.
relevant suppliers’ terms and conditions will be available on the
relevant voucher or can be obtained from the supplier.
where expressly specified by AYU in writing, payment in full for all Services
will be processed upon confirmation of arrangements. During certain
medical treatments where admission is required, the “Client” will
directly settle payments with the medical service provider. where In any
event, notwithstanding anything to the contrary contained herein or in
any other booking document AYU is under no obligation to provide any
Services until payment in full has been received therefor as specified in
the payment confirmation page or as instructed in the confirmation email
prior commencement of the tour. AYU reserves the right to cancel the medical/wellness
tour, and/or apply cancellation charges if payment is not made within the
cost of the Tour
cost of Services may increase after confirmation if there have been
increases in the costs at supplier level/medical or wellness service
every effort shall be made by AYU to limit price increases only to
increase transportation costs (e.g. fuel, scheduled airfares and any
other domestic airline surcharge which are part of the contract between
domestic airlines (and their agents) and the tour operator or organiser)
or in dues, taxes or fees chargeable for services such as landing taxes
or embarkation or disembarkation fees at ports or airports or because of
adverse exchange rate variations after confirmation of the booking.
increases in prices are payable by the dates stated in Clause 3 above or
by the dates specified on the notice of increase, whichever is the later.
to the Itinerary by the Patient/client
confirmation, if the Client wishes to change the dates or nature of
Services, an email to do so may be
done and AYU shall endeavour to accommodate such changes at the least
cost to the Client. The Client shall be responsible for all extra costs
of such change.
credits or refunds for unused services shall be given if the Client fails
to avail him/herself of the confirmed arrangements.
by the Patient/client
Client may cancel the arrangements
at any time via online channels or by using the same email address that
was used for confirmation Written notification from the person who signed
the booking form must be received by AYU for such cancellation. The
Client would have been advised of the cancellation policy at the time of
confirmation any cancellation changes may apply.
to the Itinerary by AYU
reserve the right to make occasional changes at any time. Most of these
changes may relate to flight timings and carriers. AYU undertakes to
inform the Client at the earliest opportunity of such changes. AYU cannot
under any circumstances accept any responsibility for any expenses or
costs the Client may incur as a result of a change which its beyond its
the Client has a complaint regarding hospital/hotel services the relevant
supplier (e.g. the hotelier) should be informed immediately or as soon as
possible (in any event no later than 24 hours) of the occurrence of the
event giving rise to the complaint. If the supplier cannot resolve the
complaint AYU must be informed in writing within forty-eight (48) hours
with the original booking reference and all relevant information.
Patient/Client acknowledges that problems can only be resolved if AYU and
service providers are made aware immediately as and when they occur. AYU regrets
that it cannot accept liability in relation to any complaint or claim
which is not notified in accordance with this clause.
disputes arising between AYU and the client in respect of any complaints
remaining unresolved for more than thirty (30) days shall be referred to the
exclusive jurisdiction of the Courts of Sri Lanka.
maximum liability in all cases shall not exceed the sum paid for the
particular services concerned by the Client (excluding insurance policies
and amendment charges) .
Client is responsible for consequences of illness and/or accidents and
must pay possible expenses to doctors, hospitals, ambulances and special
transports. It is his/her responsibility to have adequate medical
insurance for such eventualities.
also recommends that Clients obtain Medical Insurance and travel insurance [AC1] with full
shall be responsible for ensuring that all visa, immigration and health
requirements are fulfilled.
Client acknowledges that AYU engages in the facilitation of medical
treatment, wellness and facilitate a plethora of services that embrace
medical tourism and wellness services. As facilitator, we provide a list
of hospitals in Sri Lanka that are registered in accordance with laws of
Sri Lanka and have internationally recognized accreditation. As an
inbound tourism provider, we are not qualified to provide/recommend
medical services but can satisfy Client’s requirements as regards
logistics, support, travel and accommodation. We facilitate contact with
the listed medical service providers and can obtain information about
various services and facilities from medical service providers based on
the individual needs of the Client.
All medical advice, recommendations of specific doctor,
consultant, service, procedure, tests, diagnostic practices and products
are at the Client’s risk as AYU has no expertise in this regard. The Client is responsible for the
selection of any medical service and any related risks thereto. We
provide this information for facilitation purposes only.
obtaining medical services through AYU, the Client acknowledges AYU’s
role, solely as facilitator. The Client having examined all relevant
information regarding the medical service and having satisfied itself of
the information provided is responsible for the selection of the medical
service provider. The Client is
responsible for all obtaining medical services, treatment, opinions,
advice and follow ups from the medical service provider. The Client further acknowledges that
AYU cannot be responsible for any instance of delay, default, negligence,
improper service or failure in medical services by the selected medical
service provider. This includes
any accident, deficiency, sickness, injury, damage, discomfort or any
other loss that arises out of faulty service or negligence of
consultants, doctors, surgeons, management or medical staff of the
medical services providers. The
Client is responsible for obtaining his/her own medical insurance
arrangements to cover the risks of obtaining the medical services.
Client is responsible for the accuracy and completeness of information
provided in obtaining medical services.
All information regarding the Client’s medical condition should
ideally be provided directly to the medical service provider. At the request of the Client, AYU may
forward any Client information to a medical service provider selected by
the Client, but solely at the Clients own risk. The Client acknowledges that services
provided in Sri Lanka are governed by the laws of Sri Lanka which will
also govern the privacy and confidentiality of client information
provided either directly or through AYU.
In particular the Client specifically confirms and acknowledges
all information and data provided is accurate and valid
will be providing us with their personal data and hereby expressly
consent to the use of such data for the purpose of facilitating the
medical services booked as well as other services of AYU that have been
booked. This includes the express permission to share such personal data
with service providers and agents, whose services have been contracted
by AYU on behalf of the Client for the provision of services (including
but not limited to accommodation and transportation).
may retain such data/information in our database (for a period up to 10
years) in order to ensure compliance with the regulatory requirements as
well as to assist the Client with the services he/she requires or to
promote any other services of AYU or any associate companies. The Client
expressly consents to the same and hereby waives any liability on the
part of AYU in this regard.
Client further acknowledges that the medical services offered will be
subject to the terms and conditions of the medical service provider. The Client acknowledges that they are
solely responsible for reading and understanding the terms and conditions
of the treatments and procedures as described in the registration
forms/brochures provided by the treating medical service providers before
giving their consent. It is recommended that the Client clarifies all
questions and doubts he/she may have before making the booking for such
medical services from the medical service provider. AYU is pleased to facilitate any such
hereby expressly confirms that all
services are obtained and utilised by the Client at his/her sole risk and that AYU shall not be
responsible for any loss, damage or injury to the Client in this regard save
in the event such damage, injury is caused by the willful negligence of AYU.
Clients take responsibility for their own behaviour and will reimburse AYU
or its suppliers any damage caused by negligent or reckless behaviour by
the Client or due to circumstances within the Clients control.
is supported by certain affiliated companies who provide certain support
services to AYU, including in some instances, limited customer care
support (“Support Companies”). These Support Companies do not provide an
online reservations service and they do not own, control, host, manage or
maintain the AYU website (or any other website). AYU is domiciled only at
its registered office in Sri Lanka and not at the offices of any Support
Company around the world. The Support Companies are not authorized to act
as AYU’s process or service agents, and customers will also not be able
to make a reservation in or through any of these offices.
The content in this Site may be used for lawful purposes only. Unless
otherwise stated herein:
is given to view, print, and use the content in this Site only for
personal, noncommercial use, provided that no copyright, service
trademark, or other proprietary notices which accompany any such content
are copied, reproduced, deleted, altered or changed;
in this Site may not be copied, reproduced, transmitted, displayed,
downloaded, uploaded, posted, distributed, rented, sub-licensed, altered,
stored for subsequent use, or otherwise used in whole or in part in any
manner without AYU’s prior written consent;
of the content in this Site for any other purpose violates AYU
intellectual property rights; and
in this Site will be construed as conferring upon any user of this Site
any license to any AYU, or any third party’s, intellectual property
must be an adult/above the age of 18 years to submit a request or contact
information on this website.