Oruva Beachside Villa (Managed by HMS Holdings PVT Ltd)
This document outlines the terms and conditions regarding the cancellation of confirmed bookings and the process for issuing refunds. This policy is governed by Sri Lankan law and is applicable to all direct reservations made with Oruva Beachside Villa.
1. Scope and Advance Payment
This policy applies to all payments, including advance fees (ranging from 50% to 100% of the total booking value), processed through our accepted payment methods, including the Dialog Genie Integrated Payment Gateway (IPG).
A booking is considered confirmed and binding upon the receipt of the required advance payment.
2. Cancellation by the Guest
All cancellation requests must be submitted by the lead guest in writing via email to the official Oruva Beachside Villa reservations address. The penalty structure is based on the day the written cancellation notice is received, relative to the scheduled check-in date (14:00 hrs).
| Notice Period (Prior to Check-in) | Cancellation Fee | Refund Amount to Guest |
|---|---|---|
| 60 Days or More | 0% of Advance Payment | 100% of Advance Payment |
| 30 to 59 Days | 25% of Advance Payment | 75% of Advance Payment |
| 14 to 29 Days | 50% of Advance Payment | 50% of Advance Payment |
| Less than 14 Days | 100% of Advance Payment | 0% of Advance Payment |
| No-Show or Early Check-out | 100% of Total Booking Value | 0% of Booking Value |
Note on Peak Season: Bookings made for the designated Peak Season (typically December 15th to January 15th) are subject to a stricter non-refundable policy. Specific Peak Season terms will be detailed in the booking confirmation and may override the standard policy above.
3. Refund Processing Details and Transaction Fees
3.1 Currency and Exchange Rates
Foreign Card Transactions: Payments received from foreign cards are often settled in Sri Lankan Rupees (LKR) through our local bank accounts (HNB, DFCC). Refunds processed to foreign cards will be subject to the exchange rate used by the customer’s bank at the time the refund is processed.
USD Account (Seylan Bank): If a payment was originally made and settled in USD (to our Seylan Bank USD account), the refund will be processed in USD.
Disclaimer: Oruva Beachside Villa (HMS Holdings PVT Ltd) is not responsible for any variations between the initial payment amount and the final refund amount due to fluctuations in international exchange rates.
3.2 Deductions and Transaction Fees
The refund amount will be calculated after deducting the applicable cancellation fee (as per Section 2) and the following mandatory charges:
- Payment Gateway/Bank Fees: Any non-refundable transaction fees, commission fees, or bank charges levied by the Dialog Genie IPG, acquiring banks, or correspondent banks for the initial transaction will be deducted from the refundable amount. These fees typically range from 5% to 8% of the original payment, especially for international card transactions.
- Refund Processing Fees: Any fees charged by the bank or payment gateway to execute the refund transaction will also be deducted.
3.3 Refund Timeline
Upon approval of the refund, Oruva Beachside Villa commits to the following timeline:
- Processing Initiation: The refund process will be initiated by HMS Holdings PVT Ltd within 7 business days of receiving the final written cancellation confirmation.
- Settlement to Customer Account: While the initiation is quick, the time it takes for the funds to reflect in the customer’s account can vary significantly, especially for international cards. Customers should allow 10 to 20 business days for the refund to be credited, depending on the issuing bank’s policies.
4. Cancellation by Oruva Beachside Villa (Force Majeure)
In the rare and unforeseen event that Oruva Beachside Villa is forced to cancel a confirmed booking due to circumstances beyond the control of HMS Holdings PVT Ltd (including, but not limited to, natural disasters, mandatory government orders, civil unrest, or severe property damage), the guest shall be entitled to one of the following options:
- A 100% full refund of all monies paid.
- A credit note equal to 100% of the payment made, to be utilized for a future booking within 12 months.
5. Dispute Resolution
Any disputes regarding this policy should first be directed to the Oruva Beachside Villa management via the official contact email for review. We are committed to resolving issues promptly and fairly in accordance with the terms herein.
