Return & Cancellation Policy

Sri Lanka Tourism Hub ("we", "us", "the Platform") is an online marketplace that connects travelers with independent, verified suppliers - hotels, vehicle owners, tour guides, spas, safari operators, restaurants, retail shops, tour agencies, surf centers, musicians, salons and artisans - across Sri Lanka. Because the services and products booked through the Platform vary so widely, cancellation and refund eligibility is assessed for each booking individually against the terms below.

1. How payment is held

When you pay for a booking, the amount is collected up front and held by the Platform - it is not released to the supplier until the booking is marked as completed (i.e. after the service has been provided or the stay has ended). This means that if something goes wrong before your service is delivered, your payment is still with us and can be reviewed and refunded.

2. Cancelling a booking

You can request to cancel a booking at any time before it is marked completed, from the My Bookings section of your account. Cancelling a booking does not automatically issue a refund. Refund eligibility depends on how much notice was given, the individual supplier's own stated policy for that listing, and whether the supplier has already committed time, materials or resources to your booking (for example, a made-to-order artisan product, or a vehicle already reserved for your dates).

3. Supplier-initiated cancellations

If a supplier cancels a booking you have already paid for - for example because they are unexpectedly unavailable - you are entitled to a full refund of the amount you paid for that booking.

4. Products purchased from artisans and retail shops

For physical goods bought through an artisan's or retail shop's product catalogue, once an order has been dispatched for delivery it may no longer be eligible for a full refund simply because you changed your mind. Items that arrive damaged, defective, or materially different from how they were listed are always eligible for a refund or replacement - contact us with photos and your order reference and we will follow up with the supplier on your behalf.

5. No-shows

If you do not show up for a confirmed, time-based booking (such as a spa treatment, tour, restaurant table, or vehicle pickup) without cancelling in advance, the booking may be marked as a no-show and the amount already paid is forfeited to the supplier, since they held that time or resource for you.

6. How refunds are paid

Approved refunds are returned to your original payment method if you paid by card via PayHere, or credited back to your Sri Lanka Tourism Hub wallet if you paid with wallet balance. Card refunds typically take 5-14 business days to appear, depending on your card issuer - this is outside our control once it leaves PayHere.

7. Requesting a cancellation or refund

Email support@srilankatourismhub.lk, call our hotline at 076 706 9678, or message us on WhatsApp with your booking reference and the reason for your request, and we will review it and get back to you. See our Terms & Conditions for how commission and pricing work, and our Privacy Policy for how we handle your information.

8. Changes to this policy

We may update this policy from time to time as the Platform evolves. The "last updated" date at the top of this page always reflects the current version.