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.
What you pay to book
To confirm a direct booking we collect the full amount at the time of booking. Prices are shown and charged inSri Lankan Rupees (LKR) or US Dollars (USD) — the currency you are charged in is the currency shown on your booking.
Cancelling
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.
Free cancellation is self-service. Seven or more days before arrival you can cancel using the link on your confirmation email. Inside seven days, contact us directly — see Asking for a refund below.
- Changing your dates is not a cancellation. Ask us — if we have the room, we will move you at no charge.
- 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 agreeing it with you.
- 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
Email [email protected] or WhatsApp+94 74 084 4646 with your booking reference. We reply within one working day and tell you in writing what will be refunded and when.
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.