Last Updated: January 18, 2026
Effective Date: January 18, 2026
Our Commitment to Flexibility
At JP Home Stay, we understand that travel plans can change unexpectedly. We strive to be as flexible and accommodating as possible while protecting our small family-run business. This Cancellation and Refund Policy outlines the terms and conditions for canceling or modifying your reservation.
By making a reservation with JP Home Stay, you agree to the terms outlined in this policy.
GENERAL CANCELLATION POLICY
Standard Cancellation Terms
Our standard cancellation policy applies to all direct bookings made through our website www.jphomestayne.com, email, phone, or WhatsApp.
Cancellations Made 14 Days or More Before Check-in: You will receive a full refund of the total booking amount minus any processing fees. If a deposit was paid, it will be refunded in full minus processing fees. Refund will be processed within 14-30 business days.
Cancellations Made 7-13 Days Before Check-in: You will receive a 50% refund of the total booking amount. The remaining 50% will be retained as a cancellation fee. If only a deposit was paid, the deposit will be forfeited. Refund will be processed within 14-30 business days.
Cancellations Made Less Than 7 Days Before Check-in: No refund will be provided. The full booking amount or deposit paid will be retained. This includes last-minute cancellations within 1-6 days of arrival.
No-Show: If you do not arrive on your scheduled check-in date without prior cancellation, no refund will be provided. The full booking amount will be charged or retained.
PEAK SEASON POLICY
High Season Cancellation Terms
During peak travel seasons, including the months of April and December, holidays and long weekends, and special events in Nuwara Eliya, stricter cancellation terms may apply.
Peak Season Terms:
Cancellations Made 21 Days or More Before Check-in: Full refund minus processing fees.
Cancellations Made 14-20 Days Before Check-in: 50% refund of total booking amount.
Cancellations Made 7-13 Days Before Check-in: 25% refund of total booking amount.
Cancellations Made Less Than 7 Days Before Check-in: No refund.
Peak season dates and specific terms will be clearly communicated at the time of booking.
HOW TO CANCEL YOUR RESERVATION
Cancellation Process
To cancel your reservation, you must contact us as soon as possible through one of the following methods:
Email: Send a cancellation request to reservations@jphomestayne.com or info@jphomestayne.com. Include your booking reference number, guest name, and original check-in dates.
Phone or WhatsApp: Call or message us at +94 77 970 4298. Speak directly with JP or Loga to process your cancellation.
Booking Platform: If you booked through a third-party platform such as Booking.com or Airbnb, you must cancel through that platform according to their cancellation policies.
Cancellation Confirmation
Cancellations must be submitted in writing via email or confirmed in writing via WhatsApp. Your cancellation is effective only when you receive written confirmation from us. We will send you a cancellation confirmation email or message within 24 hours of your request. The cancellation date is determined by when we receive and confirm your cancellation request, not when you initiate it.
Please retain your cancellation confirmation for your records.
MODIFICATION OF RESERVATIONS
Changing Your Dates
We understand that sometimes you need to change your travel dates rather than cancel completely.
Date Change Requests:
Date changes are subject to availability. If you request a date change more than 14 days before your original check-in date, we will do our best to accommodate without penalty. Date changes within 14 days of check-in may be subject to cancellation fees. If the new dates fall during a more expensive period, you will be charged the difference. If the new dates are less expensive, we will refund the difference.
To request a date change, contact us at reservations@jphomestayne.com or +94 77 970 4298.
Changing Room Type or Guest Numbers
Changes to room type or number of guests are subject to availability. Additional guests beyond the original booking will incur additional charges. Reducing the number of guests typically does not result in a refund unless the room type is downgraded. Room type changes may result in price adjustments.
Please contact us as early as possible to discuss modifications.
REFUND PROCESSING
How Refunds Are Processed
Approved refunds will be processed according to the following terms:
Refund Timeline: Refunds will be initiated within 7 business days of cancellation confirmation. Refunds will be processed to the original payment method used for booking. Bank transfers may take 14-30 business days depending on your bank. Credit card refunds may take 10-20 business days to appear on your statement. International transfers may take longer.
Processing Fees: Payment gateway fees, bank transfer fees, and currency conversion fees may be deducted from your refund. Processing fees typically range from 2-5% of the transaction amount.
Refund Method: Refunds will be issued in the same currency as the original payment. For cash payments, refunds will be processed via bank transfer. For bookings made through third-party platforms, refunds are processed according to platform policies.
SPECIAL CIRCUMSTANCES
Medical Emergency or Family Bereavement
We understand that serious emergencies happen. In cases of documented medical emergency or family bereavement, we may waive or reduce cancellation fees at our discretion.
To request special consideration, contact us immediately and provide supporting documentation such as medical certificate, death certificate, or other relevant proof.
We will review each case individually and respond within 48 hours.
Travel Restrictions or Government Orders
If you are unable to travel due to government-imposed travel restrictions, border closures, mandatory quarantine requirements, or official travel advisories, we will work with you to find a solution.
Options may include full refund, credit toward future stay, or rescheduling without penalty.
Please provide official documentation of the restriction affecting your travel.
Natural Disasters or Force Majeure
In the event of natural disasters such as floods, earthquakes, or severe weather affecting Nuwara Eliya, civil unrest or safety concerns, or other force majeure events beyond your or our control, we will provide full refund or allow rescheduling without penalty.
Your safety is our priority, and we will work with you to find the best solution.
EARLY DEPARTURE
Leaving Before Check-out Date
If you choose to check out early or leave before your scheduled departure date, no refund will be provided for unused nights. This policy applies regardless of the reason for early departure.
In exceptional circumstances such as documented medical emergency or serious family matters, please speak with JP or Loga directly. We may consider partial refunds on a case-by-case basis.
GROUP BOOKINGS
Cancellation for Multiple Rooms
For group bookings of 3 or more rooms, special cancellation terms may apply.
Group Booking Terms: A non-refundable deposit of 30-50% may be required at booking. Cancellation deadlines may be extended to 21-30 days before check-in. Partial cancellations, reducing the number of rooms within 30 days of arrival, may incur fees. Final guest counts must be confirmed 14 days before arrival.
Specific terms will be outlined in your group booking agreement.
THIRD-PARTY BOOKINGS
Bookings Through Booking.com, Airbnb, or Other Platforms
If you booked through a third-party platform, the cancellation policy displayed on that platform at the time of booking applies. You must cancel through the platform’s system, not directly with us. Refund processing is handled by the platform according to their policies. We cannot override platform cancellation policies.
Please review the specific cancellation terms on the booking platform before confirming your reservation.
Travel Agent Bookings
For bookings made through travel agents or tour operators, cancellation terms may differ. Please contact your travel agent directly to cancel or modify your booking. Refunds will be processed through the agent according to their agreement with us.
NO-SHOW POLICY
Failure to Arrive
If you do not arrive on your scheduled check-in date and have not notified us of cancellation, you will be charged the full amount of your reservation. No refund or credit will be provided. We will hold your room until the following day, after which it may be released.
If you know you will not be able to arrive, please contact us immediately to discuss options.
DEPOSIT AND ADVANCE PAYMENT
Non-Refundable Deposits
Some reservations may require a deposit or advance payment to secure your booking.
Deposit Terms: Deposits typically range from 25-50% of total booking cost. Deposits are non-refundable if you cancel within the cancellation period. Deposits will be applied to your final bill if you complete your stay. Remaining balance is due upon check-in or as otherwise agreed.
The deposit requirement and terms will be clearly stated when you make your reservation.
CREDITS AND VOUCHERS
Future Stay Credits
In some circumstances, instead of a refund, we may offer a credit or voucher for a future stay.
Credit Terms: Credits are valid for 12 months from the date of issue. Credits can be used for room bookings and may include meal packages. Credits are non-transferable and cannot be redeemed for cash. Credits must be used by the original guest. Extensions may be granted in exceptional circumstances.
If offered a credit, we will provide full details in writing.
DISPUTES AND EXCEPTIONS
Requesting an Exception
If you believe your situation warrants special consideration beyond our standard policy, please contact us directly at info@jphomestayne.com or +94 77 970 4298.
Provide full details of your situation and any supporting documentation. We will review your request within 48 hours and respond with a decision.
As a small family business, we try to be understanding and flexible while also protecting our ability to serve other guests.
Resolution Process
If you are unsatisfied with our cancellation policy decision, you may request to speak with JP directly. We will make every effort to find a fair solution. Our goal is always to maintain positive relationships with our guests.
INSURANCE RECOMMENDATION
Travel Insurance
We strongly recommend purchasing comprehensive travel insurance that covers trip cancellation, trip interruption, medical emergencies, and travel delays.
Travel insurance can protect you from financial loss due to unexpected cancellations. Many policies cover cancellations for medical reasons, family emergencies, and other unforeseen circumstances. Insurance costs are typically a small percentage of your trip cost.
JP Home Stay is not responsible for losses that could have been covered by travel insurance.
FORCE MAJEURE BY JP HOME STAY
If We Must Cancel Your Reservation
In rare circumstances, we may need to cancel your confirmed reservation due to property damage making rooms unavailable, natural disasters or severe weather, government restrictions or orders, health and safety concerns, or other force majeure events beyond our control.
If we cancel your reservation, you will receive immediate notification, full refund of all payments made, or assistance in finding alternative accommodation if possible.
We will make every effort to avoid cancellations and will only do so when absolutely necessary.
CONTACT INFORMATION
Questions About Cancellations
If you have any questions about this Cancellation and Refund Policy or need to discuss your specific situation, please contact us:
JP Home Stay 36 Waterfield Drive Nuwara Eliya 22200 Sri Lanka
Phone/WhatsApp: +94 77 970 4298 Email: info@jphomestayne.com Reservations: reservations@jphomestayne.com Website: www.jphomestayne.com
We are available 24/7 to assist with urgent cancellation matters.
POLICY UPDATES
Changes to This Policy
We reserve the right to update this Cancellation and Refund Policy at any time. Updated policies will be posted on our website with a new “Last Updated” date. For existing reservations, the policy in effect at the time of booking will apply. We will notify guests of significant policy changes via email.
We encourage you to review this policy when making a reservation.
ACKNOWLEDGMENT
By making a reservation with JP Home Stay, you acknowledge that you have read, understood, and agree to this Cancellation and Refund Policy.
We appreciate your understanding and look forward to welcoming you to our home in the beautiful hills of Nuwara Eliya.
Related Policies: Terms and Conditions Privacy Policy Booking Terms House Rules
A PERSONAL NOTE
JP Home Stay is our family home and livelihood. When you cancel, we lose the opportunity to welcome other guests. Our cancellation policy helps us maintain financial stability while being as fair and flexible as possible to our guests. We truly appreciate your understanding and hope to host you, whether on your original dates or in the future.
Thank you for choosing JP Home Stay.
JP & Loga