Before you confirm
Check the named seller, description, quantity, price, delivery charges, availability and the seller's disclosed return, cancellation or booking conditions before paying. SHALANKA connects multiple businesses and service partners. Category-specific terms must be supplied before purchase and cannot remove mandatory consumer protections. This policy applies to features that are enabled; sandbox transactions do not create a live card refund.
Damaged, incorrect, missing or misdescribed goods
Report the issue promptly through the order conversation or Contact SHALANKA. Provide the order reference, seller, affected items, what happened and available photos or other evidence. Keep the goods and packaging safely where practical. We and the responsible business will review the facts and available remedies, which may include correction, replacement, repair, return or refund as appropriate under the agreement and applicable law. A seller cannot use a general no-refunds statement to remove rights the law requires.
Change of mind and returns
Cancellation or change-of-mind returns depend on the item, stage of fulfilment, disclosed seller terms and applicable law. Ask for cancellation before dispatch where possible. Perishable, customized, hygiene-sensitive and digital items may need different handling, but defects, non-delivery or misleading descriptions still require review. Do not send an item to an unconfirmed address. Return instructions, the responsible party and any permitted return costs must be explained before you send it. We do not impose a universal statutory return period or promise that all categories have identical rules.
Services, bookings, rides and delivery
The confirmed booking or order should show the responsible provider, scheduled time, price and any cancellation or no-show rules. An enquiry or an unaccepted booking request is not a confirmed reservation. Contact the provider through the platform if they cancel, fail to attend or materially fail to deliver the agreed service. Partial fulfilment, already incurred permitted costs and cancellation charges must be supported and reviewed against the disclosed agreement and applicable law. Reporting a problem does not itself cancel a dispatched order or complete a refund.
Paid posts, digital content and tips
Read the public preview and price before unlocking protected content. A duplicate charge, failed access, unauthorized payment, unavailable content or material difference from the preview should be reported with its reference. Digital delivery does not remove any mandatory remedy. Voluntary tips are separate from purchases and do not buy a service, reserve an item or unlock content. Check the named recipient and amount before confirming. Mistakes, suspected fraud or unauthorized tips require support review and any correction must retain the original ledger and record an authorized reversal; a deletion request does not reverse a tip.
How a refund is processed
An administrator or responsible payment workflow reviews eligibility, fulfilment status and payment evidence. Approved wallet-order cancellations may restore eligible company-held funds to the same wallet. Completed or allocated orders require settlement and refund review before adjustment. External card, bank or offline refunds use the approved provider or company process; an internal status or wallet entry alone is not evidence of an external transfer. Refund method, amount, fees permitted by law and expected processing time will be explained for your case. Provider processing times vary; we do not promise instant bank or card refunds. Rewards, cashback and partner allocations may be corrected consistently with an approved refund and the original transaction rules.
Complaints and retained records
Start with the order or booking conversation, then Contact SHALANKA if unresolved. Keep your order and payment references. Never share passwords, full card data or OTP codes to obtain a refund. You may seek available consumer or legal remedies, including through Sri Lanka's Consumer Affairs Authority where applicable. Closing or deleting an account does not cancel obligations or remove a legitimate complaint. We retain the transaction and review evidence needed to resolve the matter. This policy does not exclude any right or remedy that applicable law prevents us from excluding.
Questions about this policy? Contact SHALANKA.