This policy explains how payments, payable items, deposits, wallet credits, refunds, cancellations, third-party charges, and payment disputes are handled within the Ensolanka Guest Portal and related Resident Guest services.
This Refund & Payment Policy explains how payments, deposits, payable items, wallet credits, refunds, cancellations, payment disputes, and third-party charges are handled within the Ensolanka Guest Portal.
Ensolanka provides a platform and local coordination system for international Guests who wish to explore, arrive, stay, and live in Sri Lanka. Payments may be connected to Guest confirmation, service coordination, rentals, furniture packages, local service assistant arrangements, dating or social events, departure support, legal coordination, and other approved services.
Refund eligibility depends on the type of payment, timing, work already performed, third-party costs, service status, cancellation reason, written agreement, and applicable law. Some payments may be non-refundable once Ensolanka or a third party has started work or reserved resources.
The Ensolanka Payment Center is designed to help Guests view, select, and settle payable items through the web portal. It is intended to make payments clearer, more organized, and easier to manage.
Payable items may include:
Guests must carefully review payable item titles, descriptions, amounts, due dates, payment status, optional/required status, and related notes before making payment.
Ensolanka may support online card payments, Stripe, PayPal, bank transfer, wallet balance, manual payment confirmation, or other payment methods enabled by the platform. Available payment methods may change from time to time.
Payments made through third-party payment processors may be subject to their own terms, privacy policies, fraud checks, currency conversion rules, bank fees, card issuer rules, and processing timelines.
Guests are responsible for bank charges, card processing fees, payment gateway fees where passed on, international transaction fees, currency conversion costs, and any taxes or government charges unless clearly stated otherwise.
The Account Confirmation Fee is currently USD 100 unless changed on the platform. It confirms a Guest’s genuine intention to proceed and allows Ensolanka to begin practical preparation.
The Confirmation Fee may activate work such as:
Once Ensolanka starts preparation work, verification, communication, or arrangement activity, the Confirmation Fee may become non-refundable.
The One-Time Service Fee is payable to Ensolanka for the main Guest facilitation, transition support, arrangement support, and local coordination services. The amount may depend on the selected lifestyle package, level of support, and service scope.
The One-Time Service Fee may be due on or before arrival, or at the welcome stage if Ensolanka specifically allows settlement after airport reception. Such flexibility is not automatic and may be withdrawn at any time.
Once arrival support, coordination, property preparation, service planning, local advocacy, or other service work has started, the One-Time Service Fee may be fully or partially non-refundable.
The Featured Guest Profile Fee is optional and currently USD 5 unless changed. It may provide additional visibility or priority display features within the platform.
The Featured Guest Profile Fee is generally non-refundable once featured visibility or related profile benefits have been activated.
Many rental properties may require a deposit equivalent to approximately three months’ rent unless a different requirement is stated by the property owner, rental agreement, or Ensolanka arrangement.
The rental deposit may be required before the Guest receives keys or takes possession of the property. The deposit may be held by the rental owner, property manager, Ensolanka, or another agreed party depending on the arrangement.
Rental deposit refunds may be subject to:
Monthly rental payments must be paid on or before the due date shown in the Payment Center, rental agreement, invoice, or written communication.
In some cases, the first monthly rental may be allowed within a specified grace period, such as within 25 days from the rental start date. This is not automatic and requires approval by Ensolanka and/or the property owner.
Failure to pay rent on time may result in reminders, late fees where applicable, suspension of support services, loss of rental privileges, deposit deductions, termination of rental support, or legal/recovery action where appropriate.
For separate Furniture Packages, a deposit equivalent to three months of the monthly furniture rental may normally be required unless a different deposit structure is displayed or agreed.
Furniture deposits may be refundable after cancellation, return, inspection, and settlement of outstanding fees or damages.
Furniture deposit refunds may be reduced for:
Monthly furniture rental payments must be paid according to the payable schedule shown in the Payment Center or according to the relevant furniture agreement.
A Guest may request cancellation of a separate Furniture Package by giving at least one month’s prior notice unless a different notice period applies. Cancellation is subject to logistics, location, transport availability, furniture inspection, payment status, and written terms.
Where Ensolanka offers a rent-to-own or leasing-purchase furniture model, ownership eligibility depends on completing the agreed payment period and satisfying deposit, inspection, and agreement terms.
Under the current business concept, completing 24 consecutive months of furniture rental payments and satisfying retained deposit terms may allow the furniture package to be treated as a completed leasing-purchase arrangement.
Furniture rent-to-own does not apply to fully furnished rental properties where furniture belongs to the property owner unless separately agreed in writing.
Local service assistant arrangements may involve drivers, housekeepers, cleaners, translators, helpers, security guards, personal assistants, or other approved service partners.
Payments related to service assistants may include interview arrangement fees, appointment fees, salary or service fees, trial-period payments, transport costs, replacement fees, or other agreed charges.
Refunds for service assistant-related payments depend on whether work has already been performed, whether a third-party assistant has been paid, whether the appointment was cancelled on time, and the terms agreed between the Guest, Ensolanka, and/or the assistant.
Where mutual interest exists between a Guest and a Dating Partner, Ensolanka may help coordinate dating events, proposal events, wedding-related services, parties, or other social events through approved Event Hosts.
Event payments may include venue booking fees, event host fees, transport costs, food and beverage costs, decoration costs, photography, entertainment, or other event-related charges.
Refunds for event payments are subject to event host terms, venue cancellation policies, work already performed, deposits already paid, timing of cancellation, and written agreement.
Event payments are not refundable simply because a dating, proposal, social, or relationship outcome did not meet expectations. Ensolanka does not guarantee relationship success, proposal acceptance, marriage, or personal compatibility.
The Ensolanka Digital Wallet or Cash Wallet may be used to record internal balances, refund credits, deposit credits, overpayment credits, cancelled booking credits, approved compensation credits, or future payment deductions.
Wallet credits may be used for future Ensolanka payable items where permitted. Ensolanka may also use wallet balances to deduct future monthly rentals, furniture rentals, service fees, or other payable items if enabled by the system.
Wallet balances are internal platform credits and are not necessarily bank deposits. They may not automatically be withdrawable as cash unless Ensolanka approves withdrawal under an applicable policy.
Ensolanka may correct wallet balances if an error, duplicate credit, incorrect refund, payment reversal, chargeback, fraud issue, or accounting mistake is discovered.
Refunds are reviewed case by case. The following table provides general guidance. Specific written agreements, third-party policies, or legal requirements may override this general summary.
| Payment Type | General Refund Position |
|---|---|
| Confirmation Fee | May be non-refundable once preparation, communication, verification, or arrangement work has started. |
| One-Time Service Fee | May be fully or partially non-refundable after service work, arrival support, coordination, or local arrangement work begins. |
| Featured Profile Fee | Generally non-refundable once featured visibility or profile benefits are activated. |
| Rental Deposit | Subject to rental agreement, property condition, outstanding rent, utilities, damages, owner terms, and notice period compliance. |
| Monthly Rental | Usually non-refundable after the rental period has started unless otherwise agreed in writing. |
| Furniture Deposit | Subject to inspection, outstanding rental, missing items, damage, transport, repair, cleaning, or agreement terms. |
| Furniture Monthly Rental | Usually non-refundable after the relevant rental period starts unless otherwise agreed. |
| Service Assistant Fees | Subject to work performed, assistant availability, appointment status, cancellation timing, and written agreement. |
| Event Payments | Subject to event host, venue, supplier, and cancellation terms. |
| Wallet Credits | May be reused for future services. Cash withdrawal requires Ensolanka approval where applicable. |
Refunds may be made to the original payment method, wallet balance, bank account, or another method approved by Ensolanka.
A Guest may cancel or pause certain services by notifying Ensolanka in writing. Cancellation may affect confirmation preparation, airport welcome, temporary accommodation, rental inspection, rental deposit, furniture setup, furniture rental, dating/social introductions, event bookings, service assistant interviews, local paperwork, and departure support.
Cancellation fees may apply where Ensolanka has already performed work, reserved resources, paid third parties, arranged services, blocked availability, or incurred costs.
Ensolanka may cancel, delay, modify, or reschedule services where necessary due to safety concerns, Guest misconduct, non-payment, false information, third-party unavailability, property withdrawal, government restrictions, visa or immigration issues, natural disasters, public unrest, health emergencies, transport disruption, force majeure, or operational impossibility.
Where appropriate, Ensolanka may offer alternatives, rescheduling, wallet credit, partial refund, or other fair resolution depending on the circumstances.
If a payment fails, is declined, reversed, or not received, the related service may remain unpaid, inactive, pending, suspended, or cancelled until payment is completed and verified.
If a Guest initiates a chargeback or payment dispute after receiving services or after Ensolanka has incurred costs, Ensolanka may suspend the account, pause services, reverse wallet credits, recover unpaid amounts, provide evidence to the payment processor, or take legal action where appropriate.
To request a refund, the Guest should contact Ensolanka through official support channels and provide:
Ensolanka will review the request in good faith. Review time may depend on payment method, third-party provider response, internal records, service status, and complexity of the case.
Some payments may involve third-party providers such as rental owners, property managers, furniture suppliers, drivers, housekeepers, translators, event hosts, lawyers, visa/documentation professionals, transport providers, payment processors, banks, and government-related offices.
Third-party providers may have their own pricing, cancellation, refund, deposit, rescheduling, and liability rules. Ensolanka may help coordinate, but cannot always override third-party refund policies once funds, deposits, bookings, or service commitments have been made.
Government fees, bank fees, card fees, payment gateway fees, visa-related fees, legal filing fees, and third-party processing fees may be non-refundable depending on the relevant provider or authority.
Prices may be displayed in USD or another currency. Where payments are made in Sri Lankan Rupees or another currency, exchange rates may vary by bank, payment processor, card issuer, transfer provider, or transaction date.
Refunds may be affected by exchange rate changes, processor fees, bank charges, card network rules, or international transaction costs. Ensolanka is not responsible for currency differences or third-party fees unless required by law or agreed in writing.
Taxes, government charges, duties, or other official costs may apply depending on the service and applicable law.
Ensolanka may update this Refund & Payment Policy from time to time due to changes in services, payment methods, platform features, third-party providers, legal requirements, operational practices, or business model updates.
Updated versions may be posted on the website with a new effective date. Continued use of the platform after changes means the Guest accepts the updated policy.
For payment questions, refund requests, wallet issues, billing corrections, or payment dispute support, please contact Ensolanka through official channels.
Ensolanka LLC
info@ensolanka.com
+94 71 697 8355 / +1 307 218-2541
ensolanka.lk
30 N Gould St Ste R, Sheridan, WY, 82801, USA