Booking Policy

Reservation Requests and Confirmation

Reservations made through the website, by email, by telephone, by WhatsApp, or through authorised third-party channels are subject to availability and confirmation by Te Dalu Ella. A booking should only be treated as confirmed once you receive written confirmation from us or through the relevant booking platform, and once any required deposit or prepayment has been successfully received.

Payment Structure

Bookings may be subject to one of the following payment mechanisms, depending on the rate type, offer, season, channel, or booking engine rules:

  • Full prepayment at the time of booking
  • Partial deposit at the time of booking with balance due before arrival, at check-in, or at check-out
  • Pay-at-property bookings secured by card guarantee or other approved method

Currency

Website rates and payments may be accepted in Sri Lankan Rupees (LKR) and/or [United States Dollars (USD), depending on the booking mechanism and guest location. Exchange-rate differences, card issuer charges, bank fees, or currency conversion losses/gains outside our control should be borne by the guest unless otherwise required by law.

Taxes and Charges

Room rates, meal plans, transfer rates, and other charges may be subject to applicable government taxes, levies, service charges, bank fees, gateway charges, and transaction costs. Whether such amounts are included or excluded should be clearly indicated at the time of booking.

Amendments

Any request to amend a booking, including dates, guest count, meal plans, room type, transfers, or inclusions, is subject to availability, rate differences, and any restrictions applicable to the booked rate or offer. 

Cancellation Policy

Unless a different rate-specific policy applies:

  • Cancellations made 14 days prior to arrival may be eligible for a refund or cancellation without accommodation charge
  • Cancellations made after that period may incur [100% of stay]
  • No-shows may result in 100% of the booking value being charged
  • Non-refundable offers, promotional packages, peak-period bookings, or special-event bookings may be fully non-cancellable, non-amendable, and non-transferable.

Transaction Fees and Refunds

Where refunds are approved, they should be processed back to the original payment method within 14–21 working days, subject to banking and payment-processor timelines. Any non-refundable payment gateway charges, processing fees, bank charges, or transaction fees should be deducted where legally permissible and where disclosed at the time of booking. 

Transfers and Third-Party Services

Airport transfers, excursions, or other third-party services arranged through us may be governed by separate operational terms, timing conditions, or supplier-specific cancellation rules.

Payment Policy

We may accept:

  • Visa, Mastercard, and other approved cards
  • Bank transfer, where offered
  • Online payment links or booking-engine payments
  • Pay-at-property settlement for eligible reservations.

Payments may be processed by third-party providers. Te Dalu Ella does not store full card data unless expressly handled through secure, compliant systems approved for that purpose. Pricing errors, suspicious transactions, failed authorisations, or fraud checks may result in a reservation being suspended, cancelled, or requested to be revalidated. The need for secure payment processing is implicit in Te Dalu Ella’s reservation structure and its reference to the secure transaction of personal data.