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Last updated: 8 September 2026
Open Waters Escape Villa (“Open Waters”, “we”, “us” or “our”) aims to provide a fair and clear process for cancellations, changes, and refunds relating to bookings made through openwaters.lk, by email, telephone, or any authorized booking channel.
Accommodation bookings
A booking is confirmed when we issue written confirmation and receive the required payment or deposit.
Cancellation by the guest
- Cancellations made 7 days or more before check-in: a full refund of amounts paid, less any non-refundable third-party payment-processing charges where applicable.
- Cancellations made 3 to 6 days before check-in: 50% of the total booking value is refundable.
- Cancellations made less than 72 hours before check-in: no refund is available.
- In the event of a no-show, or if a guest checks out early, the full booking amount remains payable and is non-refundable.
To cancel or request a change, contact us as soon as possible using the details below. A cancellation takes effect only after we confirm it in writing.
Changes to bookings
We will make reasonable efforts to accommodate changes to stay dates, guest numbers, room type, transfers, meals, or experiences. Changes are subject to availability and any applicable difference in price. If a requested change reduces the booking value, the refund rules above apply.
Refund process
Where a refund is approved:
- We will process it to the original payment method where possible.
- We aim to process approved refunds within 14 business days of confirming eligibility.
- Your bank, card issuer, or payment provider may take additional time to show the refund in your account.
- Any applicable bank, card, or payment-provider fees may be deducted where permitted.
Cancellations by Open Waters
If we cannot provide the confirmed accommodation or service because of circumstances within our control, we will offer a reasonable alternative, a change of dates, credit for a future stay, or a full refund of amounts paid for the unavailable service.
Where events outside our reasonable control affect a booking—including severe weather, natural disasters, government restrictions, public-health emergencies, utility failures, or safety concerns—we will work with guests in good faith to offer an alternative date, credit, or refund where reasonably possible.
Third-party bookings
If you booked through an online travel agency, tour operator, or another third party, that party’s cancellation and refund rules may apply. Please contact the booking provider directly first.
Contact us
Open Waters Escape Villa
No. 15, Holy Trinity Road, Kochchikade, Sri Lanka
Email: reservations.escapevilla@openwaters.lk
Telephone: +94 31 221 0532 / +94 76 893 0220