Terms of Service
Table of Contents
Section A – General Terms for All Travel Experiences
A1. Definitions
Certain words used in these Terms have specific meanings. These definitions form part of this Agreement.
A2. About These Terms
- By completing a booking through Lily Lanka, you agree to these Terms and any additional conditions shown during the booking process.
- If any provision is found invalid or unlawful under Sri Lankan law, the remaining provisions remain effective.
- Section A applies to all services. Sections B–F contain additional terms specific to each service type. Where there is a conflict, the specific section prevails.
- The English version of these Terms shall prevail in the event of any inconsistency.
A3. About Lily Lanka
- Lily Lanka (Pvt) Ltd operates and manages the online platform that allows customers to search and book travel-related services.
- Lily Lanka provides the Platform only and does not directly provide accommodations, flights, attractions, transport, or rental vehicles unless expressly stated.
- Travel services are provided by independent third-party Service Providers.
A4. Our Platform
1. Accuracy of Information
All information, descriptions, content, and materials made available on the Platform are supplied by independent Service Providers. While Lily Lanka exercises reasonable care in presenting such information, Lily Lanka does not represent, warrant, or guarantee the accuracy, completeness, reliability, adequacy, or timeliness of any such information and shall not be liable for any errors, omissions, or inaccuracies therein.
2. No Endorsement
The listing, advertisement, or display of any service, product, or Service Provider on the Platform shall not be construed as an endorsement, recommendation, approval, warranty, or guarantee by Lily Lanka of the quality, suitability, legality, or performance of such service or Service Provider.
3. No Contractual Relationship
Lily Lanka operates solely as an intermediary and technology platform facilitating connections between users and Service Providers. Lily Lanka is not a party to, and shall not be deemed to have entered into, any contract, agreement, or arrangement between users and Service Providers, and shall bear no responsibility or liability arising out of or in connection with any such contract or the performance or non-performance thereof.
4. Account Registration and Security
Access to certain features of the Platform may require registration of an account. Users agree to provide true, accurate, current, and complete information and to promptly update such information as necessary. Users shall be solely responsible for maintaining the confidentiality and security of their account credentials and for all activities conducted under their account. Lily Lanka shall not be liable for any loss or damage arising from unauthorized access to or use of a user's account.
5. Eligibility
The Platform is intended solely for individuals who are eighteen (18) years of age or older and who possess the legal capacity to enter into binding contracts. By accessing or using the Platform, users represent and warrant that they meet these eligibility requirements.
A5. Our Values
You agree to:
- Comply with all Sri Lankan laws and regulations
- Avoid fraudulent or false bookings
- Use the Platform responsibly
- Treat Service Providers and staff respectfully
- Avoid causing damage or nuisance
A6. Pricing
- All prices shown include applicable charges and taxes unless otherwise stated.
- Obvious pricing errors or misprints are not binding and may result in cancellation and refund.
- Final charges may vary depending on Service Provider policies or currency exchange.
A7. Payment
- Payments may be processed either: o directly by Lily Lanka on behalf of the Service Provider, or o directly by the Service Provider at check-in or service commencement.
- Some bookings require advance or non-refundable payment.
- Banks or card providers may charge additional foreign currency or transaction fees.
- You must report any unauthorized or fraudulent payments immediately.
A8. Policies
- Each booking is subject to the Service Provider’s policies including cancellation, refunds, deposits, age limits, and other rules
- Cancellation fees depend on the specific provider’s policy.
- You are responsible for all persons included in your booking.
A9. Privacy
- Personal data is processed in accordance with Lily Lanka’s Privacy Policy and applicable Sri Lankan data protection laws.
A10. Accessibility
- Platform assistance – contact Lily Lanka Customer Support
- Service-related assistance – contact the Service Provider directly
A11.Insurance
Insurance products are subject to separate policies and are not governed by these Terms.
A12. Intellectual Property
All content, trademarks, and technology on the Platform belong to Lily Lanka or its licensors.
Users may not copy, scrape, reproduce, or use automated systems without written permission.
A13. What if Something Goes Wrong?
- Contact Lily Lanka Customer Support first for any complaint or issue.
- We will attempt to resolve disputes fairly and promptly.
- Lily Lanka is not liable for service failures caused by third-party Service Providers but will assist in communication.
A15. Acceptable Behavior
We may suspend or cancel accounts or bookings for:
- • Fraud or misuse
- • Abuse or misconduct
- Violation of these Terms
Refund eligibility may depend on circumstances.
A16. Governing Law & Jurisdiction
These Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka. Any dispute shall be subject to the exclusive jurisdiction of the courts of Colombo, Sri Lanka.
A17. Modifications
Lily Lanka may update these Terms at any time. Continued use of the Platform indicates acceptance of the revised Terms.
Section B – Accommodations (Specific Terms)
B1. Scope
Applies to hotels, guesthouses, villas, apartments, and other lodging services.
B2. Contractual Relationship
Your contract is directly with the Accommodation provider. Lily Lanka only facilitates the booking.
B3. Our Role
We:
- Display available properties
- Process bookings
- Send confirmations
- Provide customer support
B4. Your Responsibilities
You must:
- Provide accurate details
- Follow house rules
- Respect property and staff
- Report any damage immediately
B5. Cancellations & Refunds
Governed by the property's cancellation policy stated at booking.
B6. Damage Policy
You may be responsible for loss or damage caused during your stay. Providers may charge reasonable costs.
B7. Additional Information
1. Lily Lanka Price Match Guarantee
We aim to offer you the best available price. If, after making a confirmed booking for an Accommodation through Lily Lanka, you find the same accommodation (same property, room type, dates, conditions, and policies) offered at a lower publicly available price on another website, we will refund the difference.
To make a claim, please contact our Customer Support by email or telephone and provide:
- a link to the lower-priced offer, and
- a clear screenshot showing the price and booking conditions.
The competing offer must still be available online at the time we verify it.
Price Match Requirements
The competing offer must:
- be for the same property and room/accommodation type
- have identical check-in and check-out dates
- have the same cancellation terms and policies
- be for the same number of occupants
- include the same meal plan/add-ons
- be in the same local currency
Claims are not valid if:
- the property or room type is hidden until after purchase
- the website appears unreliable, opaque, or fraudulent
- the price is part of loyalty, membership, coupon, or rewards programs
- the booking has been cancelled
- the property is a single-unit or exclusive property not generally available elsewhere
Lily Lanka reserves the sole discretion to determine eligibility for any Price Match claim.
2. Partner Offers
Some listings may be marked as "Partner Offers." These are supplied through authorized third-party partners rather than directly by the Service Provider.
Unless otherwise stated:
- payment is required at booking
- bookings cannot be modified
- cancellation is allowed only if stated
- offers cannot be combined with other promotions
- invoices may be issued by the partner or property (not Lily Lanka)
3. Lily Lanka Promotional Discounts
Some price reductions are funded by Lily Lanka as marketing or promotional incentives. These discounts may not be funded by the Service Provider.
4. Request to Book
Some properties may require approval before confirmation. Where "Request to Book" appears, the Service Provider must confirm availability before the reservation becomes final.
5. Damage Policy (Accommodations)
Some Service Providers operate a damage policy. If any guest causes loss or damage:
- you must inform the property immediately
- the Service Provider may submit a claim within 14 days after check-out
- Lily Lanka will notify you and allow you to respond
If you agree to the charge, we may process payment on their behalf. If you dispute the charge, we will review and assist both parties. Service Providers may pursue claims directly under Sri Lankan law outside this process.
This policy does not apply to:
- normal wear and tear
- routine cleaning
- non-physical penalties (e.g., smoking fines)
- criminal matters
Damage deposits taken at check-in are handled solely between you and the Service Provider. Lily Lanka is not responsible for deposit handling.
6. How We Work
For transparency regarding:
- reviews
- rankings
- commissions
- fees
- and how Lily Lanka earns revenue
please refer to our How We Work page, which forms part of these Terms.
Section C – Attractions
C1. Scope
This section applies to tours, activities, events, experiences, and attraction tickets.
C2. Contractual Relationship
When you book an Attraction, your contract is directly with:
- the Service Provider, or
- an authorized Third-Party Aggregator.
Lily Lanka acts only as a booking platform.
C3. Our Role
We:
- display listings
- process bookings
- send confirmations
- provide customer assistance
C4. Your Responsibilities
You must:
- provide correct contact details
- comply with provider terms
- arrive on time
- follow safety rules
Failure may result in cancellation or additional charges.
C5. Price & Payment
Payment is processed according to Section A (Payment).
C6. Amendments & Refunds
Subject to each provider's cancellation policy.
C7. Additional Information
See How We Work.
Section F – Private & Public Transport
F1. Scope
Covers taxis, airport transfers, shuttles, buses, trains, and similar transport services.
F2. Contractual Relationship
Your contract is directly with the Service Provider.
F3. Our Role
We:
- facilitate booking
- pass your details to the provider
- send confirmation
F4. Your Responsibilities
You must:
- arrive at pick-up point on time
- provide correct contact details
- behave appropriately
- ensure vehicle suitability
F5. Price & Payment
Payment terms are shown at booking. Tolls, taxes, or surcharges may apply.
F6. Cancellations & Refunds
Policies depend on the provider. Late cancellations may not be refundable.
F7. Additional Charges
You may be liable for cleaning, repair, or misconduct costs.
Dictionary (Definitions)
- "Account"
- Your registered Lily Lanka user account.
- "Accommodation"
- Lodging services provided by a Service Provider.
- "Attraction"
- Tours, activities, or experiences.
- "Booking"
- A reservation made through the Platform.
- "Lily Lanka"
- Lily Lanka (Pvt) Ltd, Colombo, Sri Lanka.
- "Platform"
- Lily Lanka website/app.
- "Service Provider"
- Third party providing the travel service.
Last Updated: February 2026