This Booking & Cancellation Policy applies to reservations made with SYS Nature Life Resort, operated by SYS Investments (Pvt) Ltd, for accommodation, accommodation packages, Day-Out Packages, activities, Add-ons, wedding and event facilities, meeting rooms and related Resort services.
This Policy should be read together with the Resort’s Terms and Conditions, Privacy Policy and any booking-specific terms shown during the reservation process.
1. Booking Confirmation #
A reservation is considered confirmed only when:
- the Resort has accepted the reservation;
- any required advance payment or deposit has been received or successfully authorised; and
- the Guest has received a Booking Confirmation from the Resort.
Submitting a booking request alone does not guarantee availability.
Where payment is not received within the time specified by the Resort, a provisional reservation may be released without further obligation.
2. Booking Information #
Guests must provide accurate booking information, including where applicable:
- full name;
- telephone number;
- email address;
- number of adults;
- number and ages of children;
- arrival and departure dates;
- selected accommodation;
- number of rooms;
- selected Board Plan;
- Package selection;
- activities;
- Add-ons;
- dietary requirements; and
- any other information reasonably required to process the reservation.
Guests should check the Booking Confirmation immediately and notify the Resort promptly if any information is incorrect.
3. Accommodation Reservations #
Accommodation is subject to availability.
Different accommodation units may have different:
- capacities;
- room features;
- amenities;
- bedding arrangements;
- rates; and
- occupancy limits.
Guests must not exceed the maximum permitted occupancy of a room without prior approval from the Resort.
Additional-person charges may apply where additional occupancy is permitted. The current additional-person charge is LKR 12,000, inclusive of breakfast, unless otherwise stated for a specific Package.
4. Multi-Room Reservations #
Guests may reserve more than one room under a single Booking.
The Lead Guest will normally be treated as the primary contact for the entire reservation.
The Guest is responsible for providing the correct number of adults and children for each room.
Each room remains subject to its own maximum occupancy.
Changes to one room within a multi-room reservation may affect:
- the overall Booking price;
- group discounts;
- package pricing;
- meal quantities;
- activities;
- Add-ons; or
- other charges.
Where this occurs, the revised amount will be communicated before the requested change is confirmed.
5. Accommodation Packages #
The Resort may offer special accommodation Packages such as:
- honeymoon Packages;
- romantic Packages;
- BBQ Night stays;
- Jungle Night stays;
- Candle Night stays;
- family Packages;
- seasonal Packages; and
- other Resort experiences.
The exact inclusions of each Package will be shown during booking or in the Booking Confirmation.
Packages may include:
- accommodation;
- meals;
- Board Plans;
- activities;
- experiences;
- facilities;
- decorations; and
- optional Add-ons.
Guests should review Package inclusions carefully before confirming a reservation.
Unused Package components are not automatically refundable or exchangeable for cash unless otherwise agreed or required by applicable law.
6. Board Plans #
Accommodation may be available under different Board Plans.
Room Only
Accommodation without meals unless otherwise stated.
Bed & Breakfast
Accommodation including breakfast.
Half Board
Accommodation including breakfast and one additional main meal, normally dinner unless otherwise specified.
Full Board
Accommodation including breakfast, lunch and dinner.
The Board Plan confirmed in the Guest’s Booking Confirmation will apply.
Beverages are not included unless expressly stated.
7. Activities and Add-Ons #
Guests may be able to add optional activities or services to their Booking.
These may include:
- recreational activities;
- air-rifle shooting;
- cricket;
- swimming;
- cycling;
- fishing;
- farm experiences;
- BBQ experiences;
- campfires;
- nature activities;
- additional meals;
- decorations; and
- other services.
Activities and Add-ons are subject to availability.
Certain activities may also be subject to:
- minimum age requirements;
- supervision requirements;
- capacity limitations;
- weather conditions;
- safety requirements;
- operating hours; and
- separate activity rules.
An Add-on is confirmed only when included in the Booking Confirmation or subsequently confirmed by the Resort.
8. Prices #
The price applicable to a Booking will normally be the price displayed or communicated when the reservation is confirmed.
Prices may vary depending on:
- date;
- season;
- room category;
- number of Guests;
- Board Plan;
- Package;
- activities;
- Add-ons;
- promotions; and
- booking channel.
Prices for future unconfirmed reservations may change at any time.
Once a Booking is confirmed, the confirmed price will ordinarily remain applicable unless the Guest subsequently changes the reservation or there has been an obvious technical or pricing error.
9. Taxes and Service Charges #
Applicable taxes, government levies, service charges and other mandatory charges will be shown or communicated during the booking process or in the Booking Confirmation.
10. Currency #
Prices may be displayed in Sri Lankan Rupees (LKR), United States Dollars (USD) or another supported currency.
The Resort’s primary settlement currency is: LKR
Where another currency is displayed for convenience, the amount may be based on an approximate exchange rate.
The final amount charged by a bank or card issuer may vary because of:
- exchange-rate movements;
- foreign transaction fees; or
- card issuer charges.
These external charges are outside the Resort’s control.
11. Payment Methods #
The Resort may accept payment through:
- cash;
- bank transfer;
- debit card;
- credit card;
- approved online payment gateways; and
- other authorised payment methods.
Payment is considered completed only when the Resort or authorised payment provider confirms successful receipt.
12. Advance Payments #
A deposit or advance payment may be required to secure a Booking.
The required amount may vary according to the booking type.
Standard Accommodation
Advance payment:
50% of total amount as booked
Accommodation Packages
Advance payment:
50% of total amount as booked
Day-Out Packages
Advance payment:
100% advance payment, at least 12 hours prior to the Booking
Weddings and Events
Advance payment:
As stated in the Event quotation or agreement.
Meeting Rooms
Advance payment:
75% of total amount as booked
The balance payment deadline will be stated in the Booking Confirmation, quotation or applicable Event Agreement.
13. Standard Accommodation Cancellation Policy #
Unless a different cancellation policy is displayed and accepted during booking, the following standard policy will apply:
Cancellation More Than 14 Days Before Arrival
Full refund
Cancellation Between 7 and 14 Days Before Arrival
50% of the Booking value will be charged
Cancellation Within 7 Days of Arrival
Booking becomes non-refundable
Any specific cancellation condition shown during the booking process will take precedence for that particular reservation.
14. Non-Refundable Rates #
Certain accommodation rates, Packages or promotional offers may be identified as Non-Refundable.
Where a Guest voluntarily cancels a Non-Refundable Booking, amounts paid may not be refundable, subject to applicable law.
The non-refundable condition must be disclosed before the Booking is confirmed.
15. No-Shows #
A Guest who does not arrive on the confirmed arrival date and does not contact the Resort may be treated as a no-show.
The no-show charge will be: Booking becomes non-refundable
Where appropriate, the Resort may release the accommodation 12 hours after the scheduled check-in time on the arrival date if the Guest has not arrived and has not communicated with the Resort.
16. Early Departure #
Where a Guest chooses to depart before the confirmed check-out date, the unused accommodation nights are non-refundable.
This is separate from, and does not change, the standard cancellation conditions in Section 13, which apply only before arrival.
17. Booking Amendments #
Guests may request changes to a confirmed Booking.
Changes may include:
- arrival date;
- departure date;
- number of rooms;
- accommodation type;
- Guest numbers;
- Board Plan;
- Package;
- activities; or
- Add-ons.
All amendments are subject to availability.
A Booking amendment may result in an increase or reduction in price.
Where additional charges apply, they will be communicated before the change is confirmed.
18. Date Changes #
A request to change a reservation date is subject to:
- availability;
- applicable rate differences;
- Package restrictions;
- cancellation conditions; and
- any promotional restrictions.
Where the new date has a higher price, the Guest will be required to pay the difference.
Where the new date has a lower price, any refund or credit will depend on the conditions applicable to the original Booking.
19. Partial Cancellation of Multi-Room Reservations #
A Guest may request cancellation of one or more rooms within a multi-room Booking.
The cancellation policy will apply to the affected room or rooms.
However, partial cancellation may also affect:
- group pricing;
- Package pricing;
- promotions;
- total Guest numbers;
- Board Plans;
- activities; and
- Add-ons.
Where a minimum-room or minimum-Guest requirement is no longer met, the remaining Booking may be recalculated.
The Resort will communicate any revised amount before the amendment is completed.
20. Guest Name Changes #
A Lead Guest may request a name correction or change.
Minor corrections may be made without charge where reasonable.
A transfer of a Booking to another person may require Resort approval and may be subject to:
- identification checks;
- payment verification;
- Package restrictions;
- promotional restrictions; and
- applicable fees.
21. Day-Out Package Bookings #
Day-Out Packages may include:
- meals;
- refreshments;
- pool access;
- recreational activities;
- farm activities;
- changing facilities;
- resting facilities; and
- other services.
The exact Package inclusions will be stated in the Booking Confirmation.
Accommodation is not included unless specifically stated.
22. Day-Out Advance Payment #
A Day-Out Booking requires 100% advance payment, at least 12 hours prior to the Booking to secure the reservation.
A Day-Out reservation is not considered fully confirmed until the required advance payment has been received.
23. Day-Out Cancellation #
Unless a different policy has been agreed:
Cancellation More Than 12 Hours Before the Booking
Full refund
Cancellation Within 12 Hours
50% of booking
No-Show
Non-refundable
Where catering or other services have already been specifically prepared or purchased for the group, reasonable committed costs may be taken into account subject to applicable law.
24. Day-Out Guest Count #
The organiser must provide the final expected Guest count by:
12 hours before the Booking date.
Where Guest numbers increase:
- additional Guests are subject to availability; and
- additional charges will apply.
Where Guest numbers decrease after the final confirmation deadline, charges may remain based on the guaranteed Guest count stated in the Booking Confirmation.
25. Day-Out Timing #
Standard Day-Out operating times are:
Arrival: 9:00 AM
Departure: 5:00 PM
Late arrival does not automatically extend the Day-Out period.
Use of facilities beyond the confirmed departure time requires Resort approval and may incur additional charges.
26. Wedding and Event Bookings #
Wedding and private Event reservations may be subject to a separate quotation and Wedding/Event Agreement.
A wedding or Event date may remain provisional until the required deposit has been received.
The quotation or agreement should state:
- venue;
- date;
- event period;
- minimum Guest count;
- expected Guest count;
- venue charge;
- menu;
- accommodation where applicable;
- additional services;
- deposit;
- payment schedule;
- final Guest-count deadline; and
- cancellation conditions.
Any outstanding balance must be paid in full before the scheduled Wedding or Event. The required deposit or advance payment remains as stated in the applicable quotation or agreement.
27. Wedding and Event Cancellation #
Because Weddings and Events may involve significant advance preparation and blocked venue availability, separate cancellation conditions may apply.
More Than 14 Days Before the Event
Refundable
Between 7 and 14 Days Before the Event
50% of full payment
Within 7 Days of the Event
Non-refundable
The applicable Event quotation or signed agreement will determine the final cancellation terms.
28. Wedding and Event Date Changes #
Requests to postpone or change an Event date are subject to:
- venue availability;
- supplier availability;
- revised pricing;
- seasonal rates; and
- applicable rescheduling conditions.
Amounts already paid may, where agreed, be transferred to a new date subject to the Event Agreement.
29. Meeting Room Bookings #
Meeting room reservations are subject to:
- room availability;
- selected date and time;
- capacity;
- seating arrangement;
- equipment requirements;
- catering;
- additional services; and
- payment requirements.
The meeting room is reserved only for the period confirmed in the Booking Confirmation.
Additional time is subject to availability and may incur additional charges.
30. Meeting Room Cancellation #
Unless alternative terms have been specifically agreed:
Cancellation More Than 72 Hours Before the Booking
Free cancellation
Cancellation Within 72 Hours
50% room hire charge
No-Show
Non-refundable
Any catering or special equipment already specifically ordered may remain chargeable where appropriate and legally permitted.
31. Activity Cancellation #
An Activity may be cancelled, delayed or rescheduled because of:
- adverse weather;
- safety concerns;
- maintenance;
- equipment failure;
- staffing issues;
- environmental conditions; or
- circumstances outside reasonable Resort control.
Where the Resort cannot provide a separately paid Activity, the Resort may, depending on the circumstances:
- reschedule the Activity;
- offer an equivalent alternative;
- provide Resort credit; or
- refund the relevant Activity charge.
32. Package Component Changes #
Where an included Package component becomes unavailable, the Resort may offer a reasonable equivalent replacement where possible.
Examples may include replacement of:
- an activity;
- meal arrangement;
- recreational experience; or
- other Package component.
Where no reasonable substitute can be provided, an appropriate adjustment will be considered depending on the importance and value of the affected component.
33. Cancellation by the Resort #
In exceptional circumstances, the Resort may need to cancel or materially change a confirmed Booking.
Where the Resort is responsible for being unable to provide the confirmed service, it may offer an appropriate remedy such as:
- alternative accommodation;
- upgraded accommodation;
- alternative dates;
- a substitute Package;
- Resort credit; or
- refund of amounts received for the service that cannot be provided.
Nothing in this section limits rights available to Guests under applicable law.
34. Events Beyond Reasonable Control #
Certain situations may materially affect the Resort's ability to provide a Booking.
These may include:
- severe weather;
- flooding;
- natural disasters;
- government restrictions;
- public-health emergencies;
- major utility failures;
- civil disturbance; or
- comparable circumstances beyond reasonable Resort control.
Where such circumstances occur, the Resort will communicate with affected Guests and consider reasonable options such as:
- date changes;
- credits;
- alternative arrangements; or
- refunds
depending on the circumstances, Booking conditions and applicable law.
35. Refund Method #
Approved refunds will ordinarily be returned through the original payment method where reasonably possible.
Where a Booking was paid through a third-party platform or travel agent, the refund may need to be processed through that provider.
36. Refund Processing Period #
Approved refunds will normally be initiated within: 7 business days
after approval.
Additional processing time may be required by:
- banks;
- card issuers;
- payment gateways; or
- third-party booking platforms.
The Resort does not control processing times imposed by independent financial institutions.
37. Payment Gateway and Bank Charges #
Where legally permitted and properly disclosed, non-refundable charges imposed by banks or third-party payment processors may be taken into account when processing a refund.
The Resort will not apply undisclosed cancellation or refund deductions.
38. Third-Party Booking Platforms #
Bookings made through authorised online travel agencies or travel partners may be subject to the booking, cancellation and payment conditions shown by that platform.
Where payment has been collected directly by the platform, the Guest may need to request cancellation, amendment or refund through that platform.
The Guest should review the specific conditions included in the third-party Booking Confirmation.
39. Check-In and Check-Out #
Standard accommodation times are:
Check-In: 1:00 PM
Check-Out: 11:00 AM
Early check-in (between 6:00 AM and 12:00 PM) and late check-out (until 6:00 PM) are subject to availability and, where granted, are each charged at 50% of the applicable nightly room rate.
40. Failure to Make Final Payment #
Where a Booking requires a balance payment by a specified deadline, failure to make payment may result in:
- cancellation of the reservation;
- release of accommodation or venue inventory; or
- application of the relevant cancellation conditions.
The Resort should make reasonable efforts to notify the Lead Guest before cancelling a confirmed reservation for non-payment.
41. Promotional Bookings #
Special promotional offers may carry additional restrictions relating to:
- cancellation;
- date changes;
- Guest numbers;
- Package components;
- validity period; or
- refunds.
These conditions will be disclosed before the promotional Booking is confirmed.
42. Booking Errors #
Guests should contact the Resort as soon as possible if they believe a reservation contains an error.
Where the Resort identifies an obvious technical, pricing or availability error, it will contact the Guest promptly to discuss available options.
Any correction will be handled reasonably and subject to applicable consumer law.
43. Contact for Booking Changes and Cancellations #
Requests for cancellation or amendment should be submitted through an official Resort communication channel.
SYS Nature Life Resort
Telephone: 077-7766551
WhatsApp: 077-7766551
Email: [email protected]
Website: https://www.sysnaturelife.com
Guests should quote their Booking Reference Number when contacting the Resort.
A cancellation request is considered received when acknowledged or recorded by the Resort through an authorised channel.
44. Relationship With the General Terms and Conditions #
This Booking & Cancellation Policy forms part of the Resort’s broader Terms and Conditions.
Where a Booking Confirmation, promotion, Package description, Wedding/Event Agreement or other written agreement contains a more specific commercial condition, the specific condition will apply to that Booking, subject to applicable law.
Nothing in this Policy is intended to remove or restrict statutory rights that cannot legally be excluded.