Managed dynamically through Kelin's Internal System.
Purpose
This Policy explains how Kelin reviews and processes customer refund requests.
Potential Refund Situations
These examples do not guarantee a particular outcome in every case. Depending on the circumstances and applicable terms, a refund may be considered where:
- A payment was collected but the booking was not accepted or could not be arranged.
- Kelin or a Supplier cancels a confirmed service.
- A duplicate or incorrect payment was collected.
- A service was not delivered as agreed.
- A refund is due under the applicable package, booking or service terms.
- A refund is otherwise required under applicable law.
Assessment
Kelin will assess the transaction, service status, applicable terms, available evidence and relevant legal requirements. Any cancellation fee, deposit deduction or non-refundable amount must have been appropriately disclosed before the transaction and be lawful.
How to Request a Refund
Email support@kelin.lk with:
- Your name and registered email address.
- The booking or transaction reference.
- The amount and date of payment, if known.
- The reason for your request.
- Relevant supporting information, if available.
- Do not provide passwords or full payment-card details.
Refund Method
Approved refunds will normally be returned through the original payment method where reasonably possible, subject to payment-provider requirements and applicable law. The time required for the funds to appear may depend on the payment provider or financial institution.
Review and Communication
Kelin may contact the relevant Supplier or payment provider to investigate a request. Kelin will communicate its decision and any material limitations through an appropriate channel. Kelin must publish its actual refund-processing target and any applicable service-specific deadlines once these are established.
Disputed Refunds
If you disagree with a decision, contact support@kelin.lk and provide your transaction reference and reasons for requesting a review. Nothing in this Policy limits customer rights under applicable la
Contact
Kelin Support Team Email: support@kelin.lk Website: https://www.kelin.lk
Kelin (Pvt) Ltd · support@kelin.lk · https://www.kelin.lk