Refund Policy

How cancellations, payments and refund requests are handled for stays at Innovick Residence.

Last Updated: September 2026

1. Introduction

This Refund Policy explains how Innovick Residence handles cancellations, amendments and refund requests for accommodation booked through this website or arranged with us directly. It should be read together with our Terms & Conditions, which govern your reservation.

2. Scope

This policy applies to room reservations at Innovick Residence, Aruppola, Kandy, made through the booking form on this website or arranged with us by telephone, WhatsApp or email. Bookings made through a third-party travel agent or an online travel platform are governed by the cancellation and refund terms of the platform you booked with, and a refund in those cases must be requested through that platform.

3. How Payment Is Taken

Submitting the booking form on this website reserves your room; it does not take payment. Payment is collected on arrival at check-in. No card details are captured by this website, and no deposit or prepayment is charged through it when you book with us directly.

Because no money changes hands at the time of booking, a direct booking cancelled before arrival ordinarily leaves nothing to refund. The sections below apply where a payment has actually been made.

4. Rates, Service Charge and Currency

  • Service charge: a 10% service charge is added to your booking total and is itemised before your booking is confirmed. Where a refund is due, it is calculated on the amount actually paid, including that service charge.
  • Currency: room rates are quoted in US Dollars (USD) and may be settled in USD, Euros (EUR), British Pounds (GBP) or Sri Lankan Rupees (LKR) at the prevailing exchange rate on the date of payment.
  • Exchange rate movement: where a payment was made in one currency and a refund is issued in another, the amount returned may differ from the amount paid because of exchange rate movement between the two dates. Those rates are not set by us.

5. Cancellations and Amendments

The notice period for cancelling or amending a direct booking is set out in our Terms & Conditions, which is the governing statement of those terms. Please cancel or amend as early as you are able, using the contact details in section 11.

We confirm every cancellation and amendment in writing. If you have not received written confirmation from us, please assume the reservation still stands and contact us again.

6. Situations Where a Refund May Apply

Where a payment has been made to us, a refund may apply in situations such as:

  • A duplicate or double payment collected in error.
  • An amount charged in excess of the confirmed booking total.
  • A confirmed reservation that Innovick Residence is unable to honour. In that event we will first seek to offer comparable accommodation or alternative dates; if neither is suitable to you, any amount paid for the unfulfilled nights is refunded.
  • A billing error identified on your final invoice.

7. Situations Where a Refund May Not Apply

  • Nights already occupied.
  • Early departure part-way through a confirmed stay, unless agreed with us in writing.
  • Non-arrival without notice.
  • Cancellation made outside the notice period set out in our Terms & Conditions.
  • Services provided by third parties and paid for directly to them.

Where a stay is affected by circumstances outside your control, please contact us. Requests of that kind are considered individually rather than by fixed rule.

8. How Refunds Are Returned

Where a refund is agreed, it is returned by the same method the original payment was made wherever that is practical — cash, card or bank transfer. Where the original method cannot be used, we will agree an alternative with you in writing before processing it.

Card refunds and bank transfers are completed by your bank or card issuer after we release them, and the time they take to appear in your account is determined by that institution rather than by us. We will tell you the date we released the refund and, where one exists, the reference you can quote to your bank.

9. Delays and Exceptional Circumstances

Bank holidays, banking system delays, incomplete or incorrect account details, and disruption caused by events outside our reasonable control can each delay a refund reaching you. Where we become aware of a delay affecting your refund, we will tell you and keep you informed until it is resolved.

10. How to Request a Refund

Send your request to innovickresidencekandy@gmail.com, or contact us by telephone or WhatsApp. To help us deal with it quickly, please include:

  • The guest name the booking was made under.
  • Your check-in and check-out dates.
  • The booking confirmation you received by email or SMS.
  • The amount paid, the date it was paid, and the payment method.
  • A short description of why you are requesting the refund.

We will acknowledge your request and tell you the outcome, together with our reasoning if we are unable to agree to it.

11. Contact Information

You can also reach us through our contact page.

12. Updates to This Policy

We may update this Refund Policy from time to time. The revision date shown at the top of this page indicates when it was last changed, and the policy in force at the time your booking was confirmed is the one that applies to that booking.