Legal

Refund & Cancellation Policy

Last updated: May 2026

1. Booking Confirmation & Advance Payment

To secure your reservation at Eco Villa Pandola, we require a non-refundable 50% advance payment of the total booking value. The remaining 50% balance is payable upon arrival at the Villa.

Your booking is confirmed only after we receive the advance payment and issue a written confirmation to you via email or WhatsApp.

Important: The 50% advance payment is non-refundable except as outlined in the cancellation terms below.

2. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be fair to both our guests and our small team:

More than 48 hours before check-in

If you cancel your booking more than 48 hours before your scheduled check-in date and time, you are eligible for a 100% refund of the advance payment.

Within 48 hours of check-in

If you cancel within 48 hours of your scheduled check-in date and time, 50% of the total booking value will be charged as a cancellation fee. The advance payment will be retained, and any additional balance will not be refunded.

No-show or same-day cancellation

If you do not arrive on the day of your booking without prior notice, or cancel on the same day, the booking will be treated as a no-show and no refund will be issued. The full booking amount may be charged.

3. How to Cancel

To cancel a booking, please contact us as soon as possible via:

Please include your booking reference, name, and check-in date in your cancellation request. The cancellation is effective from the time we receive and acknowledge your request.

4. Refund Process

Approved refunds will be processed as follows:

  • Refunds will be issued to the original payment method via PayHere.
  • For card payments, refunds are typically processed within 7–14 business days, depending on your bank or card issuer.
  • For non-card payments (mobile wallets, bank transfers), refunds may require manual processing and could take longer.
  • Any transaction fees charged by PayHere or your bank may be deducted from the refund where applicable.

5. Date Changes & Rescheduling

We are happy to reschedule your booking subject to availability, provided the request is made more than 48 hours before your original check-in date. Rescheduling within 48 hours will be treated as a cancellation under the policy above.

Date changes are subject to any rate differences for the new dates.

6. Force Majeure & Exceptional Circumstances

In the event of cancellation due to circumstances beyond your or our control — such as natural disasters, government-imposed restrictions, road closures, severe weather, or pandemics — we will work with you in good faith to either:

  • Reschedule your booking to a future date with no penalty, or
  • Issue a credit voucher valid for 12 months, or
  • Process a partial or full refund at our discretion.

7. Early Departure

If you choose to leave before your scheduled check-out date, the remaining nights are non-refundable. We cannot offer partial refunds for early departures.

8. Damages & Property

Any damage caused to the property, fixtures, or equipment during your stay will be charged separately and is not eligible for refund.

9. Service Issues

If you experience any issue during your stay, please notify us immediately so we can address it. Refunds for service complaints are at our discretion and will only be considered if the complaint is reported during your stay (not after departure).

10. Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. The policy applicable to your booking is the version published on the date of your reservation.

11. Contact Us

For any questions regarding refunds or cancellations, please contact us:

Eco Villa Pandola
Bambarwana, Maththaka, Elpitiya, Galle, Sri Lanka
Phone: +94 76 195 5498 | +94 77 765 6735 | +94 75 565 8325
Email: info@ecovillagesrilanka.com
Website: www.ecovillagesrilanka.com