Refund and Cancellation Policy
Hideout Cabins Private Limited · Last updated: 6 August 2026
Thank you for choosing Hideout Cabins. We want your stay in Nuwara Eliya to be a relaxed one, and that starts with knowing exactly where you stand if your plans change. This policy explains how advance payments, cancellations, and refunds work when you book through hideout.lk.
Advance Payment
To confirm a cabin reservation, we collect an advance payment of 30% of the total value of your stay at the time of booking. This payment is processed online through our payment partner, PayHere.
Your booking is confirmed only once the advance payment has been received and you have received a booking confirmation from us. The remaining 70% balance is payable directly at the property, on or before check-in.
Cancellation and Refund Windows
Refund eligibility depends on when you cancel, measured against your scheduled check-in date:
| When you cancel | Refund of the 30% advance |
|---|---|
| 3 or more days before your check-in date | 100% refunded |
| Less than 3 days before your check-in date | No refund |
| No-show (you do not arrive and have not cancelled) | No refund |
For clarity, “3 days before check-in” means the cancellation must reach us no later than 72 hours before 1:00 PM on your check-in date. For example, if your check-in is on the 10th, a cancellation received on or before the 7th qualifies for a full refund; a cancellation received on the 8th, 9th, or 10th does not.
Cancellation requests are timestamped when we receive your call on our hotline, so we recommend calling well ahead of the cut-off rather than on the day itself.
How to Request a Cancellation or Refund
All cancellations and refund requests must be made by calling our hotline: 0775540023.
We do not process cancellations by email, SMS, WhatsApp, social media message, or through the website itself. This is deliberate: it lets us confirm your identity and booking details, and confirm the cancellation with you directly.
When you call, please have ready:
- Your booking reference number
- The name the booking was made under
- Your check-in date
- The phone number or email address used at the time of booking
Our hotline operates 8:00 AM to 8:00 PM, daily.
Refund Processing Time
Approved refunds are processed manually by our team within 3 to 5 business days of your cancellation call.
Refunds are issued to the original payment method used at the time of booking. We cannot redirect a refund to a different card, account, or person.
Please note that once we have released the refund, the time it takes to appear in your account depends on your bank or card issuer, and may take an additional several business days. Business days exclude Saturdays, Sundays, and public and mercantile holidays in Sri Lanka.
Changes to a Booking
If you would like to change your dates rather than cancel, please call the hotline at least 3 days before your check-in date. We will do our best to move your booking and carry your advance payment forward, subject to availability. Date changes are not guaranteed, and any difference in rate between the original and new dates will apply.
A change requested within 3 days of check-in is treated as a cancellation under the table above.
Early Departure and Unused Nights
Once a stay has begun, we are unable to refund nights that go unused, whether because of an early departure, a shortened stay, or a change in your travel plans.
Cancellations by Us
In rare cases we may need to cancel a confirmed booking, for example because of damage to a cabin, an emergency at the property, or circumstances beyond our reasonable control such as extreme weather, landslides, road closures, power or water failure, government restrictions, or civil disruption.
If this happens, we will contact you as soon as possible and offer you the choice of:
- alternative dates of equivalent value, subject to availability; or
- a full refund of your advance payment, regardless of how close to your check-in date the cancellation occurs.
Beyond this, we are not liable for any other costs you may have incurred, such as transport or connecting bookings.
Complaints About Your Stay
If something about your cabin or your stay is not right, please tell our team at the property immediately so that we have the opportunity to put it right during your stay. Refunds are not offered retrospectively for concerns that were not raised with us at the time.
Contact Us
Hideout Cabins Private Limited
Hotline: 0775540023
Email: hideoutcabinslk@gmail.com
Address: 228/3, Moon Plains, Nuwara Eliya, Sri Lanka
If you have any questions about this policy before booking, please call us. We would rather explain it in advance than have it come as a surprise later.