Cancellation & Return Policy

Last Updated: 01st November 2025

At Heaven Hotels, we strive to provide a smooth and transparent booking experience for all our guests. Please review our Cancellation & Return Policy before completing your reservation.

1. General Policy

All bookings made through our website are subject to our cancellation and refund terms. By confirming your reservation, you agree to the conditions described below.

2. Cancellation & Return Eligibility

Refunds are issued based on the time of cancellation:

• Cancellations Made 14 Days or More Before Arrival:Guests will receive a 100% refund of the total booking amount.
• Cancellations Made Between 7–13 Days Before Arrival:Guests will receive a 50% refund of the total booking amount.
• Cancellations Made Less Than 7 Days Before Arrival:No refund will be issued. Any prepaid amount will be retained as a cancellation charge.

3. Special Cancellation Terms

Certain seasonal promotions, discounted rates, early-bird offers, or non-refundable packages are not eligible for refunds. These will be clearly labeled as “Non-Refundable.”

4. No-Show Policy

• The reservation will be marked as a No-Show.
• No refund will be provided.
• The full booking amount will be charged.

5. Date Modifications

• Date changes are subject to room availability and rate differences.
• Modification requests must be submitted at least 7 days prior to the arrival date.
• If the new dates fall under a higher rate category, guests must pay the difference.

6. Early Check-Out

Guests who choose to check out earlier than planned are not eligible for a refund for unused nights.

7. Refund Processing Time

• Approved refunds will be processed within 7–14 business days.
• Refunds will be issued to the original method of payment.

8. Force Majeure Exceptions

In exceptional circumstances such as natural disasters, government restrictions, or emergencies, the hotel may offer date changes or partial refunds at its discretion.

9. Contact for Refund Requests

For any cancellation, modification, or refund inquiry, please contact our reservations team:

📧 bookings@infinityheavens.lk

📞 +94 77 500 96 91