Refund & Payment Policy

This Policy applies to payment and refund matters connected with the Rent in Sri Lanka rental portal, including but not limited to:

• Featured Rental Owner Profile fees;
• Rental Owner payment center transactions;
• Guest-paid rental security deposits connected with a selected property;
• Monthly rental collections and Rental Owner payouts;
• Ensolanka service charge deductions;
• Agreement-related legal or government charges where applicable;
• Refund reviews, duplicate payments, failed transactions, mistaken payments, and settlement matters.

Depending on the user role and transaction stage, the platform may display one or more payment items through the Payment Center or related checkout flow.

Creating a Rental Owner account and submitting property listings are free of charge, subject to platform approval, listing permission, and compliance with the portal’s Terms & Conditions.

Since signup and basic listing submission are free, there is no refund issue for those basic access features.

Rental Owners may choose to pay the applicable Featured Rental Owner Profile fee, currently presented as USD 5, to receive enhanced visibility benefits.

Featured status may include:

• Priority visibility for the Rental Owner profile;
• Higher display emphasis for that owner’s linked property listings;
• Highlighted or prioritized placement within relevant listing views;
• Other reasonable promotional presentation benefits determined by Ensolanka.

Refund position for Featured Profile Fees

• Once Featured Profile status has been activated or visibility benefits have been applied, the fee is generally non-refundable.
• If a duplicate payment, technical error, or payment taken without service activation is confirmed, Ensolanka may review the case for refund, reversal, wallet credit, or another appropriate correction.
• Refund approval remains subject to transaction verification and platform records.

After a Guest selects a property, completes the required review process, and agrees to proceed with the rental arrangement, the Guest may be required to pay a refundable security deposit equal to three months’ rent, unless a different amount is agreed in writing.

The security deposit is collected through the Ensolanka Payment Center or another approved payment method and is handled according to the rental process, the property-specific arrangement, and applicable written agreement terms.

Once a rental arrangement has commenced, monthly rental payments may become due for the Guest through Ensolanka’s Payment Center according to the rental cycle and payment schedule displayed or otherwise communicated.

As currently designed for this rental process:

• The monthly rental may be shown as due on or before the point at which twenty-five days have elapsed from the start of the relevant rental consumption period;
• The Guest is expected to complete payment within the required monthly rental cycle;
• Ensolanka then processes the corresponding Rental Owner payout subject to payment receipt, clearance, applicable service charges, and absence of unresolved disputes.

Where monthly rental payments are collected through Ensolanka’s approved payment process, Ensolanka will arrange Rental Owner payouts according to the relevant payment cycle and transaction records.

Owner payouts may be processed:

• After the Guest’s payment is successfully received and cleared;
• After deduction of Ensolanka’s applicable service charge;
• After accounting for agreed adjustments, if any;
• Subject to submitted banking details being accurate and usable;
• Subject to absence of unresolved chargebacks, compliance holds, or legitimate payment disputes.

Rental Owners agree that Ensolanka may deduct a service charge of 10% from each monthly rental amount handled through the platform, unless another percentage is separately agreed in writing.

This service charge supports Ensolanka’s role in:

• Platform operation and rental portal maintenance;
• Guest-owner coordination;
• Payment handling and process management;
• Property selection support and verification workflow;
• Rental communication and mediation;
• Closing support, security deposit settlement, and dispute coordination.

Where a rental arrangement requires legal documentation, agreement drafting, stamp duties, government fees, registration costs, or similar transaction-related charges, those charges may be allocated according to the specific agreement or payment notice issued for that rental.

Under the current operating understanding described for this portal:

• The Rental Owner may be responsible for 50% of applicable legal or government agreement charges;
• The Ensolanka/Guest side may bear or bill the remaining 50% to the Guest, as applicable;
• The final allocation should be confirmed in writing for the specific rental arrangement.

Payments that may be refundable or reviewable

• Confirmed duplicate payments;
• Payments captured due to a verified technical issue;
• Payments received for a service that was not activated or not delivered, where no benefit has been used;
• Amounts approved for refund following internal review of a mistaken or unauthorized transaction;
• Refundable balance of a Guest security deposit after final rental settlement.

Payments that are generally non-refundable

• Featured Owner Profile fees after featured status or visibility benefits are activated;
• Charges for completed administrative, documentation, legal, or processing work already performed;
• Payment gateway, banking, exchange, or processor fees where those are not recoverable by Ensolanka;
• Valid service charges already earned through completed platform handling or rental coordination;
• Deposit amounts properly deducted for confirmed arrears, damage, loss, repair, cleaning, or other agreed settlement items.

If a user believes they have:

• Paid the same charge more than once;
• Been charged despite receiving a failed checkout message;
• Paid an incorrect amount;
• Paid against the wrong payment item;
• Experienced a technical or gateway error;

they should contact Ensolanka with the relevant payment evidence, transaction reference, email address, payment date, and explanation of the issue.

If a user believes a payment was made without authorization, they should notify Ensolanka promptly and, where relevant, also contact their bank, card issuer, or payment provider.

Ensolanka may:

• Request supporting information;
• Temporarily pause service activation or payout;
• Review transaction logs and account history;
• Cooperate with reasonable bank, processor, or legal inquiries;
• Restrict accounts where suspicious activity is identified.

Before a rental arrangement is fully finalized, a Guest may decide not to proceed with a selected property, including after reviewing inspection feedback or after personally checking the property.

In such circumstances:

• The Rental Owner is not guaranteed a completed transaction merely because the property was selected for verification;
• Any Guest-side refund or reallocation will be handled according to the stage of payment, the amount already incurred, and applicable written terms;
• If no final rental agreement exists and funds have not been irrevocably allocated or costs incurred, Ensolanka may review refund eligibility or property-change arrangements;
• Where professional, legal, inspection, or administrative costs have already been incurred, those amounts may affect the refundable balance.

When the Guest wishes to close the rental arrangement, Ensolanka will notify the Rental Owner and begin the closing and settlement process.

The refundable security deposit may be reviewed against:

• Outstanding rent or approved arrears;
• Utility bills or other agreed unpaid charges;
• Property damage beyond normal fair wear and tear;
• Loss of agreed inventory or items;
• Repair or cleaning costs reasonably assessed and agreed through the settlement process;
• Any other amount properly provided for under the rental arrangement.

If a selected rental property is unfurnished or requires a suitable furniture setup, the Guest may choose to purchase or arrange a furniture package through Ensolanka.

Furniture package payments, rental furniture charges, delivery costs, purchase costs, furniture deposits, or related charges may be governed by:

• The Guest-side payment center;
• The applicable furniture package terms;
• A separate refund or product policy where provided;
• The specific payment notice shown before checkout.

To request a refund review, payment correction, duplicate charge review, or transaction clarification, the user should contact Ensolanka with:

• Full name;
• Registered email address;
• Account type, if applicable;
• Payment date;
• Payment amount and currency;
• Payment reference, gateway reference, or receipt;
• Description of the issue;
• Supporting screenshots or documents where relevant.

Where a refund is approved, Ensolanka may process it through:

• The original payment method where possible;
• A bank transfer where appropriate;
• A payment gateway reversal where supported;
• Platform credit or account adjustment where agreed and suitable.

Actual processing time may vary depending on:

• The payment gateway;
• The bank or card issuer;
• Currency conversion or cross-border processing;
• Whether additional verification is required;
• Whether the issue involves dispute review or third-party confirmation.

Ensolanka encourages all users to contact its support team first when a payment issue, refund disagreement, deposit settlement question, or payout concern arises.

Depending on the issue, Ensolanka may:

• Review platform records;
• Review payment gateway confirmation;
• Compare rental agreement or settlement records;
• Request supporting evidence from involved parties;
• Offer an operational resolution where appropriate;
• Escalate the matter internally or advise the user to seek suitable independent remedies where necessary.

Ensolanka may update this Policy from time to time to reflect:

• Changes in platform payment workflows;
• Changes in service fee or featured profile pricing;
• Introduction of new payment options or gateways;
• Changes in rental coordination procedures;
• Legal, accounting, or compliance requirements;
• Operational improvements based on real transaction experience.

Updated versions may be posted on this page. Continued use of the rental portal after an update may indicate acknowledgement of the revised Policy, subject to any additional notice required by applicable law.

For questions about payments, refunds, duplicate charges, featured profile fees, rental owner payouts, or security deposit settlement matters, please contact:

• Email: info@ensolanka.com
• Support Email: support@ensolanka.com
• Asia Regional Office: Ensolanka Holdings (Pvt) Ltd, Main Road, Wennappuwa, Sri Lanka