Apartner Legal

Refund Policy

Last updated: 10 October 2025

1. Scope and Applicability

This Refund Policy applies to all payments made through the Apartner mobile application using credit cards or debit cards via an authorized payment gateway. Refunds will only be processed in accordance with the terms below and are subject to final approval by the relevant Management Council and/or Developer.

2. Eligibility for Refunds

A payment may be eligible for a refund under the following conditions:

a. Overpayment or Duplicate Transactions:

• If the user has been charged more than the correct amount due to a technical or billing error.
• If the same transaction has been processed more than once.

b. Service or Product Unavailability:

• If the purchased service or product is no longer available or cannot be delivered by the Developer.

c. Technical Errors:

• If a transaction fails due to technical errors on the part of the Apartner app or the payment gateway but the user’s account is charged.

d. Management Council / Developer Cancellations:

• If the booking, subscription, or service request is canceled by the Management Council or Developer before delivery/fulfillment.

e. Unauthorized Transactions:

• If the payment was made without the account holder’s authorization and is validated by the payment gateway’s fraud resolution process.

3. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Change of mind by the user after successful purchase.
• Partially used services or subscriptions.
• Any disputes where the service was delivered in accordance with agreed terms.
• Failure by the user to comply with usage or access requirements leading to inability to use the service.

4. Refund Process

a. Initiation: All refund requests must be submitted to Apartner Private Ltd through the in-app “Support” section or by email to the official customer service address. Apartner Private Ltd will forward the request to the relevant Management Council and/or Developer for review and approval.

b. Approval Requirement: No refund will be processed without written/email approval from both the Management Council and/or Developer.

c. Processing Time: Upon approval, Apartner Private Ltd will instruct the payment gateway to process the refund within 7–14 working days. The actual time for the refund to reflect in the user’s account will depend on the issuing bank’s policies.

d. Refund Method: Refunds will be made only to the original payment method (credit card or debit card) used for the transaction.

5. Contact Information

For refund-related queries, please contact:

Apartner Private Ltd — Finance Department
Email: finance@apartner.lk
Phone: 077 666 0800
Office Hours: Monday to Friday, 9:00 AM – 5:30 PM