Refunds and
cancellations
Zen By Sugar (Pvt) Ltd, trading as Zen Koggala by Sugar
Duwa Road, Harumalgoda, Koggala, Sri Lanka
This policy applies to bookings at Zen Koggala by Sugar, operated by Zen By Sugar (Pvt) Ltd. Our other property, Ocean Bliss by Sugar, is a separate company with its own policy.
Whole-villa promotion bookings
Pay the full amount when you book. The villa price is non-refundable. Date-change requests are subject to availability. Contact Saliya on +94 77 626 0142 to request a change.
The standard room cancellation and date-change rules below do not apply to whole-villa promotion bookings. If we cannot provide a paid extra, the amount paid for that extra is refunded.
Cancel an eligible room booking online
Enter your booking number and confirm with the code we email you. You see exactly what you get back before you confirm, your booking is cancelled on the spot, and your refund is started straight away — nobody has to reply first.
Cancel my bookingFor eligible room bookings made directly with us. Contact the team about a whole-villa promotion booking.
What you pay to book
To confirm a direct online room booking we collect the full amount at the time of booking. Prices are shown and charged in Sri Lankan Rupees (LKR) or US Dollars (USD) — the currency you are charged in is the currency shown on your booking.
Cancelling standard room bookings
Cancellation charges are a percentage of your total booking value, counted from your arrival date:
| You cancel | You are charged |
|---|---|
| 7 or more days before arrival | Nothing — free cancellation |
| 3 to 6 days before arrival | 50% of the booking total |
| Less than 3 days, on the day of arrival, or if you do not arrive | 100% of the booking total |
Anything you have already paid above the charge is refunded to you.
Christmas and New Year are non-refundable. A stay that includes any night from 20 December to 10 January is non-refundable, whenever you cancel. It cannot be cancelled online — please contact us and our team will go through your options with you.
Cancel online, in every band (except Christmas–New Year stays, below). Cancel your booking yourself — the page applies this table for you and shows the refund before you confirm.
- Date changes for eligible room bookings. WhatsApp Saliya, our villa host, on +94 77 626 0142 up to 7 days before your arrival. If the room is free on your new dates he moves your booking once, and the new stay must begin within one year of your original arrival date.
- New dates cost more? You pay the difference. Cost less? The price you paid stays the same and the difference is not refunded.
- Less than 7 days before arrival, dates cannot be changed — the cancellation table above applies.
- Leaving early — nights already booked are not refunded.
- Bookings made through Booking.com, Airbnb, Agoda, Expedia or Trip.com follow that platform's cancellation policy, not this one.
If we cancel
If we cancel your booking for any reason — including maintenance, damage, or events beyond our control — you receive a full refund of everything you have paid, or we move your dates at no charge. Your choice.
How a refund is paid
Refunds go back to the card you paid with. We cannot refund a card payment to a different card, to a bank account, or in cash. This is a card scheme requirement, not our preference.
- We submit the refund within 3 working days of your cancellation.
- Your bank or card issuer then takes its own time to show it — commonly a further 5 to 10 working days. We cannot speed that up.
- You are refunded the full amount charged, with nothing deducted by us.
- Refunds are returned in the currency you were charged. If your card is held in another currency, your bank's exchange rate on the refund date may differ from the rate on the payment date. That difference is set by your bank, not by us.
Asking for a refund
For eligible room bookings, you do not need to ask. Cancel your room booking online and the refund request reaches our team automatically, with everything the bank needs. You get an email straight away confirming the amount and the date it will be submitted.
A question, or a booking that cannot be cancelled online (for example a stay that has already started)? Email [email protected] or WhatsApp +94 74 084 4646 with your booking reference. We reply within one working day.
Payment security
Card payments are processed by Sampath Bank PLC through its secure payment gateway. Your card details are entered on the bank's own page — we never see them and we never store them.
If something goes wrong
Please contact us first; most problems turn out to be a misread date and are settled the same day. If we cannot resolve it between us, you may raise the matter with your card issuer. This policy is governed by the laws of Sri Lanka.