Refund Policy

3.1 General Eligibility

• (a) Refunds are primarily governed by the cancellation policy of the respective Service Provider. magiya.lk facilitates the refund process but does not independently determine refund eligibility unless otherwise stated.
• (b) Not all tickets are refundable. Non-refundable tickets are clearly marked during the booking process.
• (c) Refund eligibility depends on:
• • Ticket type (standard, promotional, discounted, etc.)
• • Fare conditions accepted at booking
• • Time of cancellation before departure
• • Service Provider’s specific cancellation policy
• • Reason for cancellation
• (d) Promotional, special offer, and heavily discounted tickets are typically non-refundable or subject to higher cancellation fees.

3.2 Refundable Amount

The refundable amount typically includes:

• • Service Provider’s portion of the fare (minus their cancellation fees)
• • Applicable taxes and surcharges (subject to Service Provider policy)

The refundable amount typically excludes:

• • magiya.lk service fee (generally non-refundable)
• • Service Provider cancellation fees
• • magiya.lk cancellation processing fee
• • Non-refundable components as specified in booking terms

3.3 Non-Refundable Bookings

• • “Non-refundable” fare tickets
• • Promotional tickets with “no refund” conditions
• • Certain discounted fares
• • No-show situations (failure to board without prior cancellation)
• • Tickets used partially or fully
• • Bookings cancelled after departure time
• • magiya.lk service fees (except in cases of Service Provider cancellation)

Final determination of refund eligibility shall be made in accordance with the applicable Service Provider’s policy, subject to verification and facilitation by magiya.lk.

3.4 Partial Refunds

• (a) For round-trip or multi-leg bookings, partial refunds may be available for unused portions.
• (b) Partial refunds are calculated based on:
• • Value of unused segment
• • Pro-rata allocation of total fare
• • Applicable cancellation fees for each segment
• (c) Using any portion of a journey may affect refund eligibility for remaining segments.
• (d) Package bookings may not be eligible for partial refunds unless specified in package terms.

4.1 How to Cancel

• (a) Cancellations can be requested through:
• • Youraccount dashboard on magiya.lk (if logged in)
• • Mobile application
• • AI-powered booking assistants
• (b) Information required for cancellation:
• • Booking reference number
• • Passenger name
• • Contact information (email and phone)
• • Reasonfor cancellation (optional but may help with processing)
• (c) Written confirmation of cancellation will be sent via email and/or SMS.
• (d) Cancellation is effective from the time we receive and process your request, not from the time you decide to cancel. Cancel as early as possible to maximize refund eligibility.

4.2 Cancellation Timeframes and Fees

The following cancellation fee structure is provided as a general framework. However, actual refund amounts, eligibility, and cancellation fees shall be strictly governed by the applicable Service Provider’s terms. Where there is a conflict, the Service Provider’s policy shall prevail.

Important: These are general guidelines. Actual fees and refund amounts depend on the specific Service Provider’s policy and your ticket’s fare conditions. Always check the cancellation terms in your booking confirmation.

4.3 Special Circumstances

• (a) Medical Emergency
  • • Medical emergencies may qualify for more favorable refund terms
  • • Medical documentation required (doctor’s certificate, hospital admission letter)
  • • Submit documentation within 48 hours of cancellation
  • • Service Provider approval required
  • • Reduced or waived cancellation fees at Service Provider discretion
• (b) Bereavement
  • • Deathof immediate family member may qualify for special consideration
  • • Deathcertificate or similar documentation required
  • • Service Provider approval required
  • • Morelenient cancellation terms may apply
• (c) Natural Disasters or Force Majeure
  • • Cancellations due to natural disasters, severe weather, civil unrest, or government travel restrictions may qualify for full or partial refunds
  • • Evidence may be required (government advisories, news reports, etc.)
  • • Service Provider policy applies
  • • magiya.lk will assist with processing such cases
• (d) COVID-19 or Epidemic-Related
  • • Cancellations due to positive COVID-19 test, quarantine requirements, or travel restrictions
  • • Medical documentation or official quarantine order required
  • • Service Provider policy applies
  • • Mayqualify for flexible rebooking or vouchers instead of refund

Special circumstances do not guarantee full refunds but may result in more favorable treatment. Each case is evaluated individually. Contact customer service as soon as the circumstance arises.

These events may constitute force majeure, and refund eligibility in such cases is subject to Service Provider policies and applicable laws.

4.4 Group Booking Cancellations

• (a) Group bookings (10+ passengers) are subject to specific group cancellation terms.
• (b) Typically:
• • Partial cancellations (reducing number of passengers) may be permitted with advance notice
• • Higher cancellation fees may apply
• • Longer notice periods required (typically 7–14 days)
• (c) Contact customer service for group booking cancellations

5.1 Service Provider Initiated Cancellation

• (a) Service Providers may cancel services due to:
• • Insufficient bookings
• • Mechanical or safety issues
• • Severe weather or unsafe road conditions
• • Force majeure events
• • Operational requirements
• • Government orders or restrictions
• (b) In case of Service Provider cancellation:
• • Youwill be notified as soon as possible via email, SMS, and/or phone call
• • A full refund of the booking amount, including applicable magiya.lk service fees where recoverable from the Service Provider, shall be facilitated
• • Refund processed within 3 working days (may extend to 5–7 days depending on bank processing)
• • Nocancellation fees apply
• • Alternative travel options may be offered

5.2 Schedule Changes by Service Provider

• (a) Minor schedule changes (less than 1 hour) typically do not qualify for refunds, but you may be offered alternative times.
• (b) Major schedule changes (more than 1 hour or significant route changes):
• • Youmaychoose to accept the new schedule
• • Youmaycancel and receive a full refund (including magiya.lk service fee)
• • Youwill be notified of changes and given option to cancel
• • Refund processed within 3 working days (may extend to 5–7 days depending on bank processing)

5.3 Overbooking

• (a) If you are denied boarding due to overbooking:
• • Service Provider should offer alternative transportation
• • Full refund provided (including magiya.lk service fee)
• • Additional compensation may be offered by Service Provider
• • Refund processed within 3 working days (may extend to 5–7 days depending on bank processing)

6.1 Processing Timeline

• (a) Standard Processing Time:
• • magiya.lk processes approved refunds within 3 working days from the date of cancellation approval
• • “Working days” means Monday to Friday, excluding Sri Lankan public holidays and bank holidays
• (b) Bank Processing Time:
• • After magiya.lk processes the refund, it may take an additional 2–4 working days for the refund to appear in your account
• • Total time from cancellation approval to refund receipt: typically 3–7 working days
• • Insomecases, bank processing may extend this to 7–10 working days
• (c) Credit Card Refunds:
• • Typically take 5–7 working days to appear on your statement
• • Maytake up to 1–2 billing cycles in rare cases
• • Depends onyour credit card issuer’s processing time
• (d) Debit Card Refunds:
• • Typically take 3–7 working days
• • Fundsreturned directly to your bank account
• • Depends onyour bank’s processing procedures
• (e) Mobile Wallet Refunds (e.g., eZ Cash, mCash, FriMi):
• • Typically process within 3–5 working days
• • Maybefaster than card refunds
• • Checkwith your mobile wallet provider for specific timelines
• (f) Online Banking Refunds:
• • Typically take 3–7 working days
• • Returned to the originating bank account
• • Subject to bank processing times

magiya.lk shall not be liable for delays caused by banking institutions, payment gateways, card networks, or other third-party financial intermediaries, as such processing timelines fall outside the direct control of the Company.

6.2 Refund Method

• (a) Refunds are issued to the original payment method used for booking.
• (b) We cannot issue refunds to a different payment method or to a different person than the original payer.
• (c) If the original payment method is no longer valid (e.g., expired card, closed account):
• • Contact customer service immediately with proof of original payment
• • Alternative arrangements may be made on a case-by-case basis
• • Additional verification may be required
• • Processing may take longer
• (d) Cash refunds are not provided for non-cash payments.

6.3 Refund Confirmation

• (a) Once your refund is processed by magiya.lk, you will receive:
• • Email confirmation with refund amount and transaction details
• • SMSnotification (if mobile number provided)
• • Refund reference number for tracking
• (b) If you do not receive your refund within the stated timeframe:
• • Checkyour bank/card statement and transaction history
• • Contact your bank to verify if they have received the refund
• • If not received after 10 working days, contact magiya.lk customer service with your refund reference number

6.4 Refund Calculation

• (a)Refund amounts shall be calculated strictly in accordance with applicable Service Provider policies, this Refund Policy, and any mandatory legal or regulatory requirements.

Formula:

Refund Amount = Total Amount Paid − Service Provider Cancellation Fee − magiya.lk Service Fee − Cancellation Processing Fee

(b) Example Calculation:

• (c) Detailed breakdown will be provided in your cancellation confirmation email.
• (d) Taxes and fees may be refunded based on Service Provider policy and tax regulations

7.1 Service Not Provided as Described

• (a) If the Service Provider fails to provide the service as described or confirmed:
• • Contact customer service immediately
• • Document the issue (photos, written description, witness information)
• • Youmaybeeligible for partial or full refund
• • Investigation required
• • Service Provider will be contacted for resolution
• (b) Issues may include:
• • Significant downgrade in service quality
• • Vehicle not as described
• • Routesignificantly different from booking
• • Major delays (typically 3+ hours)
• • Amenities not provided as advertised

7.2 Service Interruption

• (a) If service is interrupted mid-journey and not completed:
• • Contact Service Provider immediately
• • Alternative transportation may be arranged
• • Partial refund may be provided for uncompleted portion
• • Calculated on pro-rata basis
• • Service Provider policy applies

7.3 Complaint-Based Refunds

• (a) If you have a complaint about service quality:
• • File complaint with magiya.lk and Service Provider within 48 hours of travel
• • Provide detailed description and evidence
• • Investigation will be conducted
• • Refund at discretion of magiya.lk and/or Service Provider
• • Partial refunds or service credits may be offered
• (b) Complaints must be legitimate and verifiable. Frivolous complaints will not result in refunds.

Final determination of eligibility for refunds arising from service quality complaints shall rest with the Service Provider, subject to reasonable review and facilitation by magiya.lk.

8.1 magiya.lk Service Fee

• (a) The magiya.lk service fee is non-refundable in most circumstances.
• (b) This fee compensates magiya.lk for:
• • Technology platform provision
• • Payment processing infrastructure
• • Customer support services
• • AI-powered booking assistance
• • Transaction facilitation
• (c) Exceptions where service fee is refundable:
• • Service Provider cancels the service
• • Major schedule change by Service Provider (more than 1 hour)
• • Overbooking by Service Provider
• • Service not provided at all due to Service Provider fault
• • Payment errors or technical issues on magiya.lk platform

8.2 Payment Processing Fees

• (a) Payment gateway fees and bank charges are typically non-refundable.
• (b) These fees are charged by third-party payment processors, not magiya.lk.
• (c) In case of full refund due to Service Provider cancellation, we will refund payment processing fees where possible.

8.3 Non-Refundable Components

• • Promotional discounts or vouchers used
• • Loyalty points or credits redeemed
• • Add-on services already consumed
• • Third-party fees (e.g., insurance if purchased separately)

9.1 Vouchers as Alternative to Refunds

• (a) In some cases, Service Providers may offer vouchers or travel credits instead of cash refunds:
• • Typically equal to or greater than the refund amount
• • Valid for future bookings with the same Service Provider
• • Subject to expiration date (typically 6–12 months)
• • Mayhaveusage restrictions
• (b) You may choose between cash refund or voucher (if both are offered).
• (c) Vouchers are typically more generous than cash refunds (e.g., 100% value vs. 75% cash refund).

9.2 Using Vouchers

• (a) Vouchers can be applied at checkout when making a new booking.
• (b) Voucher terms include:
• • Validity period (expiration date)
• • Applicable routes or services
• • Blackout dates (if any)
• • Minimum/maximum booking value
• • One-time use or multiple use
• • Transferability (typically non-transferable)
• (c) Unused vouchers expire and have no cash value after expiration.
• (d) Voucher balances cannot be refunded to cash.

9.3 Promotional Credits

• (a) magiya.lk may offer promotional credits or account credits for:
• • Service issues or complaints
• • Goodwill gestures
• • Promotional campaigns
• • Referral programs
• (b) Credits are applied to your magiya.lk account and can be used for future bookings.
• (c) Credits may have expiration dates and usage terms

10.1 Refund Disputes

• (a) If you disagree with a refund decision:
• • Contact customer service: [email protected]
• • Provide: booking reference, detailed explanation, supporting documentation
• • Dispute will be reviewed within 5–7 business days
• • Wewill investigate with the Service Provider if necessary
• (b) Grounds for dispute may include:
• • Incorrect cancellation fee calculation
• • Refund not processed within stated timeline
• • Disagreement with refund amount
• • Service Provider policy not properly applied
• (c) Resolution may include:
• • Correction of errors and additional refund
• • Explanation and confirmation of original decision
• • Partial compensation or service credits
• • Escalation to Service Provider for final determination

magiya.lk will facilitate communication and resolution between users and Service Providers; however, final decisions regarding refunds may rest with the respective Service Provider.

10.2 Chargeback Requests

• (a) If you initiate a chargeback or payment dispute with your bank/card issuer:
• • Notify magiya.lk immediately
• • Provide details of the chargeback reason
• • Wewill work with you and your bank to resolve the issue
• (b) Chargebacks should be a last resort after attempting to resolve through our refund process.
• (c) Fraudulent chargebacks may result in:
• • Account suspension or termination
• • Being banned from future bookings
• • Legal action to recover amounts
• (d) Legitimate chargebacks will be handled professionally and we will cooperate with investigations.

11.1 Payment Failures

• (a) If your payment fails but you were charged:
• • Contact customer service immediately
• • Provide transaction details and proof of charge
• • Wewill investigate with our payment processor
• • Refund will be processed within 3 working days if payment was incorrectly charged
• • Mayextend to 5–7 days depending on bank processing
• (b) Authorization holds (pre-authorizations) may appear on your account but are not actual charges. These typically release within 3–7 days automatically

11.2 Duplicate Payments

• (a) If you were charged multiple times for the same booking:
• • Contact customer service immediately with transaction details
• • Provide proof of multiple charges (bank statements, screenshots)
• • Duplicate charges will be refunded within 3 working days
• • Mayextend to 5–7 days depending on bank processing
• • magiya.lk service fee will be refunded for duplicate charges

11.3 Booking Not Confirmed

• (a) If payment was successful but booking was not confirmed:
• • Contact customer service immediately
• • Wewill attempt to confirm the booking
• • If booking cannot be confirmed, full refund will be issued within 3 working days
• • Mayextend to 5–7 days depending on bank processing
• • Nofeeswill be charged

12.1 Package bookings (e.g., transportation + accommodation + tours) have special refund terms:

• (a) Each component may have different cancellation policies.
• (b) Partial cancellations:
• • Youmaycancel individual components subject to their respective policies
• • Package discount may be recalculated
• • Mayresult in higher overall cost for remaining components
• (c) Full package cancellation:
• • Subject to the most restrictive cancellation policy among all components
• • Cancellation fees apply to each component separately
• • Service Provider coordination required
• (d) Cancellation timeline:
• • Package cancellations typically require longer notice (7–14 days)
• • Short-notice cancellations may result in higher fees

12.2 Third-Party Services in Packages

• (a) Services provided by third parties (hotels, tour operators, etc.) are subject to their own refund policies.
• (b) magiya.lk will facilitate refund requests but cannot guarantee refunds for third-party services.
• (c) Refunds for third-party components may take longer to process (up to 14–21 days).

13.1 For bookings made using international payment methods:

• (a) Refunds are processed in Sri Lankan Rupees (LKR).
• (b) Currency conversion:
• • Yourbank/card issuer will convert LKR to your local currency
• • Exchange rates at time of refund apply (may differ from booking rates)
• • Yourbank maycharge conversion fees
• • magiya.lk is not responsible for currency fluctuations or conversion fees
• (c) International refund processing:
• • Standard 3 working days processing by magiya.lk
• • International bank processing may take 7–14 days
• • Total time: 10–21 days for international refunds
• (d) Additional documentation may be required for international refunds for verification and fraud prevention.

14.1

• • Applicable tax regulations
• • Service Provider policy
• • Whether the service was provided

14.2 Tax refunds are processed according to Sri Lankan tax law and Service Provider policy.

14.3 Some taxes may be non-refundable even if the ticket is cancelled (e.g., certain government levies).

14.4 Tax refund processing may take longer than fare refunds due to regulatory requirements.

15.1 Death of Passenger

• (a) In the unfortunate event of a passenger’s death before travel:
• • Full refund typically provided
• • Deathcertificate required
• • Contact customer service as soon as possible
• • Nocancellation fees apply in most cases
• • Compassionate handling of all matters

15.2 Serious Illness or Hospitalization

• (a) Serious illness preventing travel may qualify for special consideration:
• • Medical certificate from licensed physician required
• • Hospital admission documents (if applicable)
• • Morefavorable cancellation terms may apply
• • Service Provider approval required

15.3 Jury Duty or Legal Obligations

• (a) Unexpected legal obligations may qualify for consideration:
• • Official summons or court order required
• • Advance notice required when possible
• • Subject to Service Provider approval

15.4 Military Deployment

• (a) Unexpected military deployment or orders:
• • Official orders required
• • Mayqualify for full or partial refund
• • Service Provider policy applies

16.1 Promotional Bookings

• (a) Bookings made using promotional codes, discounts, or special offers are subject to specific refund terms:
• (b) Many promotional bookings are non-refundable.
• (c) If refunds are permitted:
• • Promotional discount may be deducted from refund
• • Higher cancellation fees may apply
• • Vouchers or credits may be offered instead of cash refunds
• (d) Promotional terms specified at time of booking take precedence.

16.2 Free or Complimentary Tickets

• (a) Tickets obtained free of charge (through promotions, giveaways, loyalty programs) are typically non-refundable.
• (b) Cancellation may be permitted but no monetary refund provided.
• (c) Credits or vouchers may be issued at discretion of magiya.lk or Service Provider.

17.1 Tracking Your Refund

• (a) After cancellation approval, you will receive a refund reference number.
• (b) Track your refund status:
• • Checkyour account dashboard on magiya.lk
• • Contact customer service with refund reference number
• • Monitor your bank/card statement
• (c) Refund status updates:
• • “Approved” — Cancellation approved, refund pending processing
• • “Processing” — Refund initiated by magiya.lk
• • “Completed” — Refund sent to payment provider/bank
• • “Received” — Confirm once you receive funds in your account

17.2 Delayed Refunds

• (a) If your refund is delayed beyond the stated timeline:
• • First, check with your bank/card issuer to confirm if they have received the refund
• • Bankscan sometimes take longer to post refunds to accounts
• • If confirmed not received after 10 working days, contact magiya.lk
• (b) Information needed for refund inquiries:
• • Booking reference number
• • Refund reference number
• • Dateof cancellation
• • Original payment method details
• • Bankstatements showing refund not received (if available)
• (c) We will investigate with our payment processor and provide updates within 3–5 business days.

17.3 Missing Refunds

• (a) If a refund was processed but not received:
• • magiya.lk will provide proof of refund transaction
• • Youmayneedto dispute with your bank/card issuer
• • Wewill provide all necessary documentation to support your case
• • Payment processor may be contacted to trace the transaction

18.1 To ensure smooth refund processing, customers must:

• (a) Provide accurate payment and contact information at booking.
• (b) Cancel as early as possible to maximize refund eligibility.
• (c) Follow the proper cancellation procedure through official channels.
• (d) Provide required documentation for special circumstances (medical emergencies, etc.).
• (e) Monitor email and phone for communications regarding cancellation and refund.
• (f) Verify bank/card account details are correct and active.
• (g) Check refund status and notify us promptly of any issues.
• (h) Maintain records of booking, cancellation, and refund communications.

19.1 magiya.lk takes fraud seriously and investigates all suspicious refund claims.

19.2 Fraudulent activities include:

• • Making false claims about service quality or non-performance
• • Using stolen payment methods
• • Claiming refunds for services that were provided
• • Duplicate refund requests
• • Falsifying documentation

19.3 Consequences of fraud:

• • Refund claim denied
• • Account suspension or termination
• • Banfrom future bookings
• • Legal action and prosecution
• • Cooperation with law enforcement

19.4 We reserve the right to verify all refund claims and request additional documentation.

20.1 We may update this Refund Policy from time to time to reflect:

• • Changes in payment processing procedures
• • Changes in Service Provider policies
• • Legal or regulatory requirements
• • Improvements to refund processes

20.2 Changes will be effective upon posting the updated Policy on the Platform with a revised “Last Updated” date.

20.3 Material changes will be communicated via:

• • Email to registered users
• • Prominent notice on the Platform
• • In-app notifications

20.4 Bookings made before policy changes remain subject to the policy in effect at the time of booking, unless the change is required by law.

20.5 Your continued use of the Platform after changes constitutes acceptance of the updated Policy

21.1 This Refund Policy is governed by the laws of the Democratic Socialist Republic of Sri Lanka.

21.2 Disputes shall be subject to the exclusive jurisdiction of the courts of Colombo, Sri Lanka.

21.3 For complete legal terms, refer to our Terms of Service.

21.4 Limitation of Liability

To the maximum extent permitted under applicable law, magiya.lk shall not be liable for any indirect, incidental, consequential, or special damages arising from or in connection with:

• i. Cancellation, delay, rescheduling, or non-performance of services by Service Providers
• ii. Acts, omissions, negligence, or breach by Service Providers
• iii. Disruptions caused by third-party payment processors or financial institutions
• iv. Losses arising from inaccurate or incomplete information provided by Service Providers

magiya.lk’s liability shall be strictly limited to the facilitation of bookings and processing of refunds in accordance with this Policy.