Privacy Policy

Refund and Cancellation Policy

Effective date: 10 August 2026

Thuruliya Holdings (Pvt) Ltd, operating as Thuruliya Hotel and Cake n Coffee BAR (“Thuruliya”, “we”, “us” or “our”), provides the following cancellation and refund conditions for reservations, orders and services paid for through our website or an approved PayHere payment link.

1. Accommodation reservations

• The cancellation conditions displayed during booking and stated in the booking confirmation apply to the reservation.
• Unless otherwise stated, flexible direct reservations may be cancelled without an accommodation charge at least 72 hours before the scheduled check-in time.
• Late cancellations, no-shows and early departures may be charged up to the full value of the reservation.
• Non-refundable, promotional, last-minute, group and specially contracted reservations are not refundable unless otherwise stated in writing.
• Date changes are subject to room availability and the rate applicable to the new dates.
• A cancellation or amendment is valid only after it has been confirmed by Thuruliya in writing.

2. Restaurant, café and takeaway orders

• An order may be cancelled for a full refund if the cancellation is accepted before preparation begins.
• Once preparation has started, made-to-order and perishable items cannot normally be cancelled or refunded.
• If an item is incorrect, missing, damaged or materially different from the confirmed order, we may offer a replacement, credit or refund after verification.

3. Events, banquets and group bookings

Deposits and payments for events, banquets, group reservations, catering and customised services are governed by the applicable quotation, agreement or booking confirmation. Costs already committed for food, staffing, decorations, suppliers or customised requirements may be deducted from any approved refund.

4. Refund processing

Approved refunds will normally be returned to the original payment method. Thuruliya will normally initiate an approved refund within 7–14 business days. The time required for the amount to appear may vary depending on PayHere, the issuing bank, card network or other payment provider.

5. Requesting a cancellation or refund

Please contact info@thuruliya.lk or +94 52 22 59706 and provide the booking or order reference, customer name, service date, reason for the request and any relevant supporting information.

---

Privacy Policy

Thuruliya respects your privacy and handles personal information responsibly and in accordance with applicable Sri Lankan law. This policy applies when you visit www.thuruliya.lk, contact us, make a reservation or payment, or use our accommodation, dining, event or related hospitality services.

1. Information we collect

• Name, address, telephone number, email address, nationality and identification information required for guest registration.
• Arrival and departure dates, room selections, number of guests, special requests, dietary requirements and service preferences.
• Transaction value, billing details, payment status, currency and transaction reference.
• Emails, messages, enquiries, feedback and complaints.
• IP address, browser type, device information, cookies and website usage information.
• CCTV images and security records where cameras are used at the property.

2. How we use your information

• To process reservations, orders, deposits and payments.
• To confirm, amend and manage hospitality services.
• To register guests and comply with legal requirements.
• To provide customer service and respond to enquiries.
• To prevent fraud and protect guests, staff and property.
• To maintain and improve our website and services.
• To send marketing communications where consent has been provided or where otherwise permitted by law.

3. Online payments

Online payments may be processed through PayHere or another payment provider identified at checkout. Payment providers process card credentials according to their own terms and privacy practices. Thuruliya does not intentionally store complete card numbers or card security codes on its website.

4. Sharing information

Information may be shared where reasonably necessary with payment processors, banks, booking systems, online travel agents, technology providers, professional advisers, insurers and government or regulatory authorities. We do not sell or rent customers’ personal information.

5. Cookies and analytics

Our website may use essential, preference and analytics cookies. Third-party booking, payment, map, social-media and analytics services may also use cookies under their own policies. Cookies can be managed through your browser settings, although disabling them may affect website or booking functionality.

6. Data retention and security

Personal information is retained only as long as reasonably necessary to provide services, maintain booking and transaction records, resolve disputes, prevent fraud and meet legal, accounting and regulatory requirements. Reasonable administrative, physical and technical safeguards are used to protect personal information.

7. Your rights

Subject to applicable law, you may request access to or correction of your personal information, request deletion or restriction, object to particular uses, or withdraw consent where processing is based on consent. Requests may be sent to info@thuruliya.lk.

---

Terms and Conditions

These Terms and Conditions govern the use of www.thuruliya.lk and the reservations, orders, payments and services supplied by Thuruliya Holdings (Pvt) Ltd, operating as Thuruliya Hotel and Cake n Coffee BAR. By using our website, submitting a booking or order, or making a payment, you agree to these terms.

1. Reservations and eligibility

• Customers must be at least 18 years old and legally able to enter into a contract to make an online booking or payment.
• All accommodation, dining, event and related services are subject to availability.
• A booking becomes confirmed only when Thuruliya or its authorised booking system issues a confirmation.
• Customers must provide accurate, current and complete information.

2. Rates, taxes and payments

• Prices are displayed in the currency stated during booking or checkout.
• Applicable taxes, service charges and mandatory fees will be included or disclosed before payment.
• Payments may be collected in full or as a deposit, as stated in the booking, quotation, payment link or confirmation.
• Online payments may be processed securely through PayHere or another identified payment provider.
• A payment is complete only after it has been successfully authorised and recorded.

3. Accommodation and guest conduct

Guests must comply with the check-in and check-out times, occupancy limits, child policies and identification requirements stated in the booking confirmation. Guests must use hotel rooms, furniture and facilities responsibly and must not engage in unlawful, dangerous, abusive or seriously disruptive conduct.

Thuruliya may refuse service or terminate a stay where reasonably necessary because of non-payment, unlawful conduct, safety concerns, serious disturbance or a material breach of these terms. Guests may be charged for damage, missing items, unauthorised smoking or excessive cleaning caused by them or their party.

4. Dining and events

Menu items, ingredients, prices and availability may change. Customers must inform us of allergies or dietary requirements before ordering. Event, banquet, catering and group bookings may be subject to separate agreements. Where a specific written agreement conflicts with these general terms, the specific agreement applies to that service.

5. Cancellations and refunds

Amendments, cancellations, no-shows and refunds are governed by the conditions displayed during booking, the booking confirmation, any applicable event or group agreement, and the Refund and Cancellation Policy published above.

6. Website and intellectual property

Website text, photographs, logos, graphics and other content are owned by or licensed to Thuruliya. Content may not be reproduced, modified, distributed or used commercially without prior written permission. Users must not attempt unauthorised access, introduce malicious code, interfere with website operation or use the website unlawfully.

7. Liability and circumstances beyond our control

To the fullest extent permitted by law, Thuruliya is not responsible for indirect or consequential loss or for delays and service changes caused by circumstances beyond our reasonable control, including severe weather, natural disasters, road closures, utility failures, government restrictions, strikes or civil disturbances.

8. Governing law

These terms are governed by the laws of Sri Lanka. The parties will first attempt to resolve complaints in good faith. Unresolved disputes will be subject to the jurisdiction of the competent courts of Sri Lanka, without limiting any mandatory consumer rights.

Contact details
Thuruliya Holdings (Pvt) Ltd
Opposite 45th Km Post, Nuwara Eliya Road
Ramboda 20590, Sri Lanka
Email: info@thuruliya.lk
Telephone: +94 52 22 59706