Refunds and cancellations
Ocean By Sugar (Pvt) Ltd, trading as Ocean Bliss by Sugar
228 Kalukanda Road, Kapparathota, Weligama 81700, Sri Lanka
This policy applies to bookings at Ocean Bliss by Sugar, operated by Ocean By Sugar (Pvt) Ltd. Our other property, Zen Koggala by Sugar, is a separate company with its own policy.
Cancel online yourself — no need to wait for our team
Enter your booking number and confirm with the code we email you. You see exactly what you get back before you confirm, your booking is cancelled on the spot, and your refund is started straight away — nobody has to reply first.
Cancel my booking▶ Watch the 1-minute videoFor bookings made directly with us, any time before your arrival date.
What you pay to book
To confirm a direct booking we collect the full amount at the time of booking. Prices are shown and charged in Sri Lankan Rupees (LKR) or US Dollars (USD) — the currency you are charged in is the currency shown on your booking.
The final itemized checkout includes the secure online payment service: 4% for USD payments or 3% for LKR payments. You see its amount and the total to pay before continuing to Sampath Bank.
Cancelling
Cancellation charges are a percentage of your total booking value, counted from your arrival date:
| You cancel | You are charged |
|---|---|
| 7 or more days before arrival | Nothing — free cancellation |
| 3 to 6 days before arrival | 50% of the booking total |
| Less than 3 days, on the day of arrival, or if you do not arrive | 100% of the booking total |
Anything you have already paid above the charge is refunded to you.
Your money, ready now: the Sugar Golden Pass
Booked directly with us and paid in full by card on our secure payment page? Cancel 7 or more days before arrival and you choose how your money comes back:
- Refund to your card — exactly as described under "How a refund is paid" below.
- Sugar Golden Pass, ready now — the full amount you paid, shown on screen and emailed to you the moment you cancel, to book new dates at Ocean Bliss yourself, online.
The pass, in plain words. It is in your name and used once, at Ocean Bliss only. Your new stay must begin within one year of the date of the pass. New stay costs more: you pay the difference (the 4% payment service applies to the card part only). Costs less: the rest is not refunded. It is never paid out as cash, to a card or to a bank account, and it cannot be combined with a discount code. Paid in rupees? Your pass is in rupees and our team books your new dates with you on WhatsApp.
To use it, choose your new dates on our booking page, open "Have a Sugar Golden Pass?" at the review step and enter your pass number and the email it was sent to. We email you a code to check it is you. Read why we made it.
- Cancel online with your booking number and the code we email you.
- Cancelling 7 or more days before arrival? Choose: refund to your card or a Sugar Golden Pass.
- The pass is ready at once: the full amount you paid, in your name, for a new stay that begins within one year.
- New stay costs more: you pay the difference. Costs less: the rest is not refunded. Never cash.
- Only want new dates? WhatsApp Rami, up to 7 days before arrival.
Cancel online, in every band. Cancel your booking yourself — the page applies this table for you and shows the refund before you confirm.
- Changing your dates is not a cancellation. You can cancel and take a Sugar Golden Pass to book the new dates yourself, or WhatsApp Rami, our manager, on +94 74 088 0601 up to 7 days before your arrival. If the room is free on your new dates he moves your booking once, and the new stay must begin within one year of your original arrival date.
- New dates cost more? You pay the difference. Cost less? The price you paid stays the same and the difference is not refunded.
- Less than 7 days before arrival, dates cannot be changed — the cancellation table above applies.
- Leaving early — nights already booked are not refunded.
- Bookings made through Booking.com, Airbnb, Agoda, Expedia or Trip.com follow that platform's cancellation policy, not this one.
If we cancel
If we cancel your booking for any reason — including maintenance, damage, or events beyond our control — you receive a full refund of everything you have paid, or we move your dates at no charge. Your choice.
How a refund is paid
Refunds go back to the card you paid with. We cannot refund a card payment to a different card, to a bank account, or in cash. This is a card scheme requirement, not our preference.
- We submit the refund within 3 working days of your cancellation.
- Your bank or card issuer then takes its own time to show it — commonly a further 5 to 10 working days. We cannot speed that up.
- You are refunded the full amount charged, with nothing deducted by us.
- Refunds are returned in the currency you were charged. If your card is held in another currency, your bank's exchange rate on the refund date may differ from the rate on the payment date. That difference is set by your bank, not by us.
Asking for a refund
You do not need to ask. Cancel your booking online and the refund request reaches our team automatically, with everything the bank needs. You get an email straight away confirming the amount and the date it will be submitted.
A question, or a booking that cannot be cancelled online (for example a stay that has already started)? Email ocean@sugarcoliving.com or WhatsApp +94 74 084 4646 with your booking reference. We reply within one working day.
Payment security
Card payments are processed by Sampath Bank PLC through its secure payment gateway. Your card details are entered on the bank's own page — we never see them and we never store them.
If something goes wrong
Please contact us first; most problems turn out to be a misread date and are settled the same day. If we cannot resolve it between us, you may raise the matter with your card issuer. This policy is governed by the laws of Sri Lanka.