Terms & Conditions

1. About Ceylon Haven

Ceylon Haven Holidays (Private) Limited (referred to throughout as 'Ceylon Haven', 'we', 'us', or 'our') is a curated villa collection platform registered and operating under the laws of Sri Lanka. We act as an intermediary between guests and independent villa owners, facilitating bookings for private villa stays across Sri Lanka.

Our registered office is located in Sri Lanka. All bookings made through Ceylon Haven are subject to these Terms and Conditions.

2. Acceptance of Terms

By using the Ceylon Haven website (ceylonhaven.com), making an enquiry, or completing a booking, you agree to be legally bound by these Terms and Conditions. If you do not agree with any part of these terms, please refrain from using our platform or services.

These terms apply to all guests, villa owners, commercial partners, and any other party interacting with Ceylon Haven in any capacity.

3. Bookings & Reservations

3.1 How Bookings Work

All villa bookings made through Ceylon Haven are confirmed only upon receipt of the required deposit payment. A reservation enquiry or selection does not constitute a confirmed booking.

Once your deposit is received and your booking is confirmed, you will receive a booking confirmation email outlining your villa, check-in and check-out dates, total booking value, and any additional services arranged.

3.2 Accuracy of Information

You are responsible for ensuring that all guest information provided at the time of booking is accurate and complete, including the number of guests, check-in and check-out dates, and any special requirements. Ceylon Haven is not liable for issues arising from inaccurate information provided by the guest.

3.3 Guest Eligibility

To make a booking, you must be at least 18 years of age and legally capable of entering into a binding agreement. By completing a reservation, you confirm that you meet these requirements.

3.4 Villa Rules

Each villa in the Ceylon Haven collection operates under its own house rules, which will be communicated to you prior to or at the time of booking confirmation. Guests are expected to respect and adhere to all villa-specific rules during their stay. Ceylon Haven reserves the right to cancel a booking without refund in cases of serious misconduct or breach of villa rules.

4. Payments

4.1 Payment Collection

Ceylon Haven collects all payments directly on behalf of villa owners. By completing a booking, you authorise Ceylon Haven to process the agreed payment amounts in accordance with the schedule outlined in your booking confirmation.

4.2 Deposit

A deposit is required to secure your reservation. The deposit amount will be communicated to you at the time of booking. Payment of the deposit constitutes your acceptance of these Terms and Conditions in full.

4.3 Balance Payment

The remaining balance of your booking is due in accordance with the payment schedule specified in your booking confirmation. Failure to settle the balance by the due date may result in the cancellation of your reservation. Ceylon Haven will make reasonable efforts to contact you before any cancellation is processed.

4.4 Accepted Payment Methods

Ceylon Haven accepts payment via the methods listed on our website at the time of booking. All transactions are processed securely. Ceylon Haven is not responsible for any bank charges, currency conversion fees, or third-party transaction fees incurred by the guest.

4.5 Currency

All prices displayed on the Ceylon Haven platform are listed in United States Dollars (USD) unless otherwise stated. While Ceylon Haven endeavours to maintain accurate pricing, we reserve the right to correct any pricing errors prior to booking confirmation. Ceylon Haven is not liable for any bank charges, currency conversion fees, or fluctuations in exchange rates that may affect the final cost incurred by the guest.

5. Cancellation & Refund Policy

We understand that plans change. Our cancellation policy is designed to be fair to both guests and villa owners, who rely on confirmed bookings to manage their properties.

5.1 Guest-Initiated Cancellations

• Cancellations made at least 30 days before the local check-in date and time (as specified in your booking confirmation) are eligible for a 50% refund of the total booking value.
• Cancellations made within 30 days of the local check-in date and time are non-refundable. No refund will be issued under any circumstances within this window, including in cases of illness, travel disruptions, or change of plans.

All cancellation requests must be submitted in writing to Ceylon Haven via email. The date and time of your written cancellation request will be used to determine eligibility under the above policy. Verbal cancellations will not be accepted.

5.2 Refund Processing

Eligible refunds will be processed within a minimum of 14 to 30 business days from the date the cancellation request is confirmed by Ceylon Haven. This timeframe reflects local regulatory requirements and the governing policies of the Central Bank of Sri Lanka applicable to international transactions. Refunds will be returned via the original payment method where possible. Ceylon Haven is not responsible for any additional delays caused by third-party payment processors, correspondent banking institutions, or currency conversion requirements beyond our control.

5.3 Modifications to Bookings

Requests to modify booking dates or villa selections are subject to availability and must be submitted in writing. Ceylon Haven will make reasonable efforts to accommodate changes but cannot guarantee that modifications will be possible. Any price differences resulting from modifications will be charged or refunded accordingly.

5.4 Ceylon Haven-Initiated Cancellations

In the rare event that Ceylon Haven or a villa owner is required to cancel a confirmed booking, you will receive a full refund of all amounts paid. Ceylon Haven will also make reasonable efforts to assist you in finding an alternative villa of comparable standard, where possible.

6. Instalment Plans

Ceylon Haven offers flexible instalment payment plans in partnership with selected Sri Lankan banking institutions, allowing guests to secure their villa booking with an initial payment and settle the balance in monthly instalments.

6.1 Eligibility & Availability

Instalment plans are offered manually and are subject to availability. Not all bookings or villas may be eligible for instalment arrangements. Ceylon Haven will confirm eligibility on a case-by-case basis upon request.

6.2 Banking Partners

Instalment plans are facilitated through Ceylon Haven's partnered banking institutions. By opting for an instalment plan, you agree to comply with the terms and conditions of the relevant banking partner, in addition to these Terms and Conditions.

6.3 Payment Obligations

You remain fully responsible for all instalment payments in accordance with the agreed schedule. Missed or failed payments may result in the cancellation of your booking. In such cases, Ceylon Haven's standard cancellation policy (Section 5) will apply.

6.4 Cancellations on Instalment Bookings

The cancellation policy outlined in Section 5 applies equally to bookings made under an instalment arrangement. Refund eligibility will be assessed based on the total booking value and the date of the cancellation request, regardless of the amount paid at the time of cancellation.

7. The Ceylon Haven Passport

The Ceylon Haven Passport is a complimentary benefit programme made available to all confirmed Ceylon Haven guests. It provides access to curated privileges, partner discounts, and exclusive experiences at selected venues and businesses across Sri Lanka.

7.1 Automatic Enrolment

There is no sign-up process required. Every confirmed Ceylon Haven booking automatically grants the primary guest access to the Ceylon Haven Passport for the duration of their stay. Your booking confirmation serves as proof of Passport access.

7.2 Partner Offers & Privileges

The benefits available through the Ceylon Haven Passport are provided by independent third-party partners. The nature, availability, and value of these benefits may change at any time without notice. Ceylon Haven does not guarantee the availability of any specific partner offer at the time of your stay.

7.3 Limitation of Liability

Ceylon Haven acts solely as a facilitator of the Passport programme. Any experience, product, or service accessed through a Passport partner is provided by that partner independently. Ceylon Haven accepts no liability for the quality, safety, or availability of any partner offering, nor for any loss, damage, or dispute arising from a guest's interaction with a Passport partner.

7.4 Non-Transferability

The Ceylon Haven Passport is non-transferable and is valid only for the confirmed guest(s) named in the booking confirmation. It may not be sold, gifted, or shared with parties outside the confirmed guest group.

8. Photography & Privacy at Villas

8.1 Personal Photography

Guests are welcome to take personal photographs and videos within the villa for personal, non-commercial use. Ceylon Haven and villa owners ask that guests be respectful of the property, its design, and the privacy of villa staff when doing so.

8.2 Commercial Photography & Content Creation

Any photography, videography, or content creation conducted at a Ceylon Haven villa for commercial purposes; including but not limited to brand campaigns, social media sponsorships, editorial features, or professional shoots - requires prior written consent from both Ceylon Haven and the relevant villa owner. Requests should be submitted to Ceylon Haven no less than 14 days before the intended shoot date.

8.3 Sharing on Social Media

Guests are welcome to share personal photographs of their stay on social media. We kindly ask that you tag @ceylonhaven where possible and refrain from publishing content that misrepresents the property or could be considered damaging to the reputation of Ceylon Haven or the villa owner.

8.4 Privacy of Other Guests

Guests must not photograph or record other guests, villa staff, or neighbouring properties without their explicit consent. Any content found to violate the privacy of others may be subject to removal at Ceylon Haven's request.

8.5 Ceylon Haven's Use of Guest Content

By tagging Ceylon Haven in social media content or submitting photographs directly to Ceylon Haven, you grant Ceylon Haven a non-exclusive, royalty-free licence to use, share, and publish that content across our marketing channels, including our website, social media platforms, and printed materials. We will always aim to credit the original creator where possible.

9. Force Majeure & Travel Disruptions

Ceylon Haven recognises that circumstances sometimes arise that are beyond anyone's control. This section outlines our position on events that may affect your ability to travel or our ability to fulfil a booking.

9.1 Definition

A force majeure event refers to any circumstance beyond the reasonable control of Ceylon Haven or the villa owner that prevents the fulfilment of a confirmed booking. This includes but is not limited to natural disasters, floods, earthquakes, pandemics, government-imposed travel restrictions, civil unrest, acts of terrorism, or any other event constituting an act of God.

9.2 Ceylon Haven's Obligations

In the event of a force majeure situation that directly prevents a guest from accessing a confirmed villa, Ceylon Haven will make every reasonable effort to offer an alternative stay date, a credit towards a future booking, or a partial or full refund, assessed on a case-by-case basis.

9.3 Guest Travel Disruptions

Ceylon Haven is not responsible for travel disruptions caused by airline cancellations, border closures, visa issues, personal illness, or any other circumstances affecting a guest's ability to travel to Sri Lanka. We strongly recommend that all guests obtain comprehensive travel insurance prior to booking, including coverage for trip cancellation, medical emergencies, and travel disruption.

9.4 Travel Insurance

Ceylon Haven strongly recommends that all guests arrange appropriate travel insurance before confirming a reservation. We are unable to accept responsibility for financial losses arising from a guest's failure to obtain adequate insurance coverage.

10. Guest Responsibilities

Ceylon Haven expects all guests to conduct themselves with care and consideration throughout their stay. By confirming a booking, guests agree to the following responsibilities.

10.1 General Conduct

Guests agree to:

• Treat the property and its surroundings with respect, leaving it in the same condition in which it was found
• Follow all house rules provided by the property owner or manager, which will be communicated prior to or at the time of booking
• Comply strictly with the maximum occupancy limits specified in the booking confirmation
• Refrain from any illegal activities, disruptive behaviour, or conduct that may disturb neighbouring properties or communities during their stay

10.2 Events & Additional Guests

Unless explicitly permitted in writing by the property owner or manager:

• Parties, events, or gatherings of any kind may not be hosted at the property
• Additional guests beyond the number approved in the booking confirmation may not be invited to or permitted to stay overnight at the property

Requests for events or additional guests must be submitted to Ceylon Haven in advance and are subject to the property owner's approval. Additional charges may apply.

10.3 Consequences of Non-Compliance

Failure to comply with the property's house rules or the responsibilities outlined in this section may result in the immediate termination of the stay at the discretion of the property owner or manager. In such cases, no refund will be issued for any unused portion of the booking. Ceylon Haven accepts no liability for losses incurred by the guest as a result of an early termination arising from non-compliance.

11. Property Damages

11.1 Guest Liability for Damages

Guests are fully responsible for any damages caused to the property, its furnishings, fixtures, or equipment during the course of their stay; whether caused by the primary guest, accompanying guests, or any other party granted access to the property during the booking period.

11.2 Security Deposit

While Ceylon Haven does not collect a security deposit as part of the standard booking process, guests acknowledge and agree that:

• Any damages identified during or following the stay must be compensated directly by the guest responsible
• Property owners or managers reserve the right to charge the guest for the reasonable cost of repair, restoration, or replacement of any damaged items or surfaces

Ceylon Haven may, at its discretion, act as a mediator between the guest and the property owner in the event of a damages dispute. However, Ceylon Haven accepts no financial liability for damages caused by guests, nor for the outcome of any dispute arising between a guest and a property owner in relation to damages.

11.3 Reporting Damages

Guests are encouraged to report any pre-existing damages or maintenance issues to the property owner or manager upon check-in, and to notify Ceylon Haven at the earliest opportunity. This protects guests from being held responsible for damages that existed prior to their arrival.

12. Property Accuracy

Ceylon Haven takes reasonable care to ensure that all property descriptions, photographs, amenity listings, and other information published on our platform accurately reflect the properties in our collection at the time of publication.

12.1 Changes to Property Details

However, guests acknowledge that:

• Property details, interiors, and amenities may occasionally change between the time of listing and the time of a guest's stay
• Certain amenities or facilities may be temporarily unavailable due to maintenance, renovation, seasonal closures, or operational reasons beyond Ceylon Haven's control

12.2 Limitation on Accuracy Guarantee

Ceylon Haven does not guarantee that all information published on the website will be completely accurate, current, or free from errors at all times. Where a material discrepancy is identified prior to check-in, Ceylon Haven will make reasonable efforts to notify the affected guest and, where appropriate, offer an alternative arrangement or a suitable remedy.

Guests who identify inaccuracies in a property listing are encouraged to contact Ceylon Haven prior to their stay so that any concerns can be addressed proactively.

13. Third-Party Services

Ceylon Haven is pleased to assist guests in arranging a range of additional services to enhance their stay. Some or all of these services may be provided by independent third-party operators.

13.1 Services Arranged by Third Parties

Third-party services that may be arranged in connection with your Ceylon Haven booking include, but are not limited to:

• Airport transfers and ground transportation
• Private and in-villa chefs
• Tour operators and guided excursions
• Activity providers, wellness practitioners, and experience curators

13.2 Independence of Third-Party Providers

These services are arranged independently of Ceylon Haven and are provided directly by the relevant third-party operator. Ceylon Haven acts solely as a facilitator in connecting guests with these providers and shall not be responsible for the performance, quality, reliability, or safety of any third-party service.

Any concerns, disputes, or claims arising from a third-party service should be directed to the service provider in question. Ceylon Haven will provide reasonable assistance in facilitating communication where possible, but accepts no legal or financial liability for third-party service failures.

13.3 Third-Party Terms

Where third-party services are arranged, the relevant provider's own terms and conditions will apply in addition to these Terms and Conditions. Guests are encouraged to review those terms before confirming any additional services.

14. Website Use

14.1 Permitted Use

The Ceylon Haven website is provided for the purposes of browsing our villa collection, making booking enquiries, and accessing information about our services. By using our website, you agree to do so lawfully and in good faith.

14.2 Prohibited Activities

Users of the Ceylon Haven website agree not to:

• Use the website for any fraudulent, unlawful, or malicious purpose
• Interfere with, disrupt, or compromise the operation, security, or integrity of the platform or its underlying infrastructure
• Attempt to gain unauthorised access to any part of the website, its servers, or associated systems
• Copy, reproduce, scrape, or redistribute any website content; including text, photography, pricing data, or brand assets - without prior written permission from Ceylon Haven
• Use automated tools, bots, or scripts to access or interact with the website in a manner not intended for standard user access

14.3 Intellectual Property

All intellectual property rights relating to the Ceylon Haven website, including but not limited to branding, content, design, photography, and software, remain the exclusive property of Ceylon Haven Holidays (Private) Limited or are used under licence from the respective rights holders. Nothing on this website grants any right or licence to use Ceylon Haven's intellectual property without express written consent.

14.4 Website Availability

Ceylon Haven endeavours to keep the website available and operational at all times, but does not guarantee uninterrupted access. We reserve the right to suspend, modify, or discontinue any part of the website at any time without prior notice.

15. Liability & Disclaimer

Ceylon Haven acts as an intermediary platform connecting guests with independent villa owners. While we take every reasonable step to verify the quality and standards of all properties in our collection, we are not the owner or operator of any villa listed on our platform.

To the fullest extent permitted by law, Ceylon Haven shall not be liable for any direct, indirect, incidental, or consequential loss or damage arising from your stay at a villa, including but not limited to personal injury, theft, property damage, or dissatisfaction with the villa or its services.

Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

16. Intellectual Property

All content on the Ceylon Haven website, including but not limited to text, photography, graphics, logos, and brand assets, is the intellectual property of Ceylon Haven Holidays (Private) Limited or is used with the permission of the respective rights holders.

You may not reproduce, distribute, modify, or use any Ceylon Haven content for commercial purposes without prior written consent from Ceylon Haven Holidays (Private) Limited. Unauthorised use of our intellectual property may result in legal action.

17. Privacy & Data Protection

Ceylon Haven is committed to protecting your personal data. The information you provide when making a booking or enquiry is used solely for the purposes of fulfilling your reservation, communicating with you about your stay, and improving our services.

We do not sell or share your personal information with third parties for marketing purposes without your consent. For full details on how we collect, use, and store your data, please refer to our Privacy Policy, available on our website.

18. Governing Law & Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of Sri Lanka. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.

If you are accessing our services from outside Sri Lanka, you do so at your own initiative and are responsible for compliance with any applicable local laws.

19. Amendments to These Terms

Ceylon Haven reserves the right to update or amend these Terms and Conditions at any time. Any changes will be published on our website with an updated effective date. It is your responsibility to review these terms periodically. Your continued use of our platform following any changes constitutes your acceptance of the updated terms.

20. Contact Us

If you have any questions about these Terms and Conditions, or wish to raise a concern, please get in touch with our team:

Ceylon Haven Holidays (Private) Limited

Email: [email protected]

Phone: +94 77 023 4851

Website: ceylonhaven.com