LankaWayFinderRefund and Cancellation Policy
Lankawayfinder — lankawayfinder.com
Last updated: 9 September 2026
1. Purpose and Scope
1.1. This Refund and Cancellation Policy ("Policy") explains the conditions under which Lankawayfinder ("we", "us", "our") will cancel a booking, and the refunds available to you if you cancel or change a booking for our taxi and transfer services (the "Services").
1.2. This Policy forms part of our Terms and Conditions, which are available on the Website and are incorporated into this Policy by reference. Capitalised terms used in this Policy have the meanings given in the Terms and Conditions.
1.3. This Policy applies to all Bookings, including airport transfers, point-to-point transfers, long-distance transfers, and Day Hires.
2. How to Cancel or Change a Booking
2.1. Cancellations and change requests are valid only if made in writing by email to rides@lankawayfinder.com or by WhatsApp to +94 77 405 2202.
2.2. A cancellation or change takes effect from the time we receive your written notice, not from the time you send it. Please retain your sent message as proof of the time of notice.
2.3. Requests made by telephone must be confirmed in writing as described above to be effective.
2.4. Bookings Outside Official Channels. LANKAWAYFINDER (PVT) LTD expressly disclaims all responsibility and liability for any booking arrangements, transport services, or contractual relationships established directly between customers and drivers outside Lankawayfinder's official booking channels (the Website, email to rides@lankawayfinder.com, telephone, or WhatsApp). Any Service not confirmed through the Company's formal booking system and confirmed via a Booking Confirmation is not eligible for refunds or covered under this Policy. Customers who engage drivers independently assume all risks, costs, and liabilities arising from such arrangements.
3. Cancellation by the Customer
3.1. If you cancel a Booking, the refund you receive depends on how much notice you give before the scheduled pickup time, as set out in the table below.
| Notice given before scheduled pickup time | Refund of the booking price |
|---|---|
| 24 hours or more | 100% refund |
| 2 to 24 hours | 50% refund |
| Less than 2 hours | No refund |
| No-show | No refund |
3.2. The applicable refund percentage is calculated on the total price of the cancelled Service.
3.3. Bookings for Day Hire, long-distance transfers, or multiple vehicles may be subject to special cancellation terms where stated in your Confirmation at the time of booking; those terms prevail over this table for that Booking.
3.4. Cancelling one part of a Booking (for example one leg of a return journey) does not affect the remaining parts, which remain payable in full unless cancelled in accordance with this Policy.
4. Amendments and Rescheduling
4.1. Requests to amend a Booking (for example date, time, pickup location, or vehicle type) will be accommodated subject to availability.
4.2. Amendments requested 24 hours or more before the scheduled pickup time are free of charge, subject to any price difference for the amended Service.
4.3. Amendments requested less than 24 hours before the scheduled pickup time may be treated as a cancellation and re-booking, in which case the cancellation charges in Section 3 apply.
5. Payment in Full at Confirmation
5.1. Full payment of the booking price is required at the time of confirmation. Bookings are confirmed only once the full payment is received.
5.2. There are no deposits or advance payments required. The price quoted at booking is the total amount payable; no additional deposit is required to secure the booking.
6. Flight Delays, Cancellations, and Missed Flights
6.1. Flight delayed: We monitor flight arrivals for airport pickups. If your flight is delayed, your pickup will be adjusted to the new arrival time at no extra charge where reasonably possible. Please notify us of major delays by phone or WhatsApp where you can.
6.2. Flight cancelled: If your flight is cancelled and you notify us in writing before the scheduled pickup time, then, notwithstanding the table in Section 3, you may choose between a full refund and rebooking at no charge for the next available date, subject to availability.
6.3. Missed connection or boarding denied: If you miss a connecting flight or are denied boarding, contact us as soon as possible. We will use reasonable efforts to reschedule your pickup; where rescheduling is not possible, the standard cancellation charges in Section 3 apply.
7. No-Show
7.1. If a Passenger is not present at the confirmed pickup location within the free waiting period (60 minutes from actual landing time at airports, or 30 minutes from the confirmed pickup time elsewhere), and we cannot establish contact after at least two attempts, the Booking is treated as a no-show and is non-refundable.
7.2. If a Booking includes a return or onward journey, that leg must be reconfirmed with us at least 24 hours before its scheduled time; otherwise we may treat it as cancelled without refund.
8. Cancellation by Us and Service Failure
8.1. If we cancel a Service for reasons within our control, you will receive a full refund of the amounts paid for the cancelled Service, or a credit towards an alternative Booking at your choice.
8.2. If your Driver does not arrive and we cannot provide an alternative Vehicle within a reasonable time, you will receive a full refund of the amounts paid for the affected Service.
8.3. Where a Service is only partly performed (for example a journey completed in a lower-category Vehicle), we will refund the reasonable difference in value, or another amount agreed with you.
9. Force Majeure
9.1. If a Service cannot be performed due to events beyond our reasonable control (including extreme weather, natural disasters, floods, epidemics or pandemics, strikes, civil unrest, acts of government, or road closures), we will offer you an alternative date or a comparable alternative Service where reasonably possible.
9.2. Where neither is possible, we will refund the amounts paid less any costs already incurred with third parties that are non-recoverable. We will inform you of any such deductions.
10. Third-Party Items
10.1. Where you have asked us to assist in arranging a third-party item (such as an entrance ticket), refunds for that item are subject to the third party's own cancellation rules, and any non-recoverable costs may be deducted from your refund.
11. Refund Processing
11.1. Refunds are made to the original payment method wherever possible:
- Internet gateway payments are refunded to the original transaction.
11.2. Refunds are normally processed within 7 business days of approval and may take up to 14 business days to appear on your statement, depending on your bank or card issuer.
11.3. Where a booking was paid in USD, refunds are processed in USD. Where a booking was paid in LKR, refunds are processed in LKR. Currency conversion losses or bank charges applied by your bank or card issuer are outside our control and will not be reimbursed.
11.4. If you believe a refund has been incorrectly calculated or not received, contact us at rides@lankawayfinder.com within 30 days of the refund being issued.
12. Questions and Complaints
12.1. Questions about this Policy may be sent to LANKAWAYFINDER (PVT) LTD (company registration number PV 00332800), 580, Gamameda Road, Kurana, Katunayake 11450, Sri Lanka, telephone/WhatsApp +94 77 405 2202, email rides@lankawayfinder.com.
12.2. Complaints relating to a refund or cancellation must be submitted in writing within 14 days of the date of the Service and will be handled in accordance with Section 18 of the Terms and Conditions.
12.3. This Policy is governed by the laws of Sri Lanka and forms part of the Terms and Conditions.