TICKET REFUND, CANCELLATION AND RESCHEDULING POLICY
Last Updated : 15 September 2026
1. Scope
This Ticket Refund, Cancellation and Rescheduling Policy applies to tickets purchased through the official online ticketing platform operated by Colombo Lotus Tower Management Company (Pvt) Ltd (“CLT”).
It forms part of the Terms and Conditions governing every ticket purchase.
2. All Ticket Sales Are Final
Except where required by applicable law, all confirmed ticket sales are final.
Tickets are non-refundable, non-exchangeable and non-transferable unless CLT expressly agrees otherwise.
Before completing payment, customers must check the selected ticket type, visitor category, date, admission time and quantity carefully.
3. Customer Cancellations
CLT does not provide refunds because a customer decides not to attend or becomes unable to attend.
This includes cancellations or non-attendance arising from personal circumstances, schedule changes, travel changes, transport disruption, flight disruption, traffic, accommodation issues, illness, failure to obtain travel documentation or any other circumstance relating to the visitor rather than cancellation by CLT.
4. Incorrect Booking Details
Customers are responsible for ensuring that their booking information is correct before payment.
Selecting an incorrect date, admission time, ticket type, quantity, visitor category or other booking option does not automatically entitle the customer to a refund or replacement ticket.
CLT may choose to assist with a booking error where operationally possible, but any such assistance is entirely discretionary unless required by law.
5. Date and Time Validity
Tickets are valid only for the date and admission time or time slot stated in the booking confirmation.
Tickets cannot automatically be used on another date or at another time.
Expired and unused tickets have no cash value.
6. Late Arrival
Visitors are responsible for arriving in sufficient time for ticket verification and security procedures.
Late admission is not guaranteed.
Where a visitor arrives after their booked admission period, CLT may admit the visitor at another available time at its discretion and subject to capacity.
If CLT cannot accommodate the visitor because they arrived late, the ticket will be treated as unused and no refund will ordinarily be provided.
7. No-Shows
Failure to attend on the booked date and time is treated as a no-show.
No-show tickets are not refundable or exchangeable and cannot ordinarily be carried forward to a future date.
8. Weather and Visibility
Tickets are not refundable because of rain, cloud, haze, reduced visibility, darkness or other weather or atmospheric conditions where the attraction remains open for the purchased admission.
Weather conditions and skyline visibility cannot be guaranteed.
9. Queues and Operational Delays
Admission time slots help CLT manage visitor flow but do not guarantee immediate admission to every individual area, attraction or elevator.
Reasonable queues, security procedures and operational delays do not entitle a visitor to a refund.
10. Refusal of Admission
No refund will ordinarily be provided where admission is refused or a visitor is removed because the visitor:
- breaches CLT’s Terms or visitor rules;
- behaves dangerously or unlawfully;
- fails to comply with safety or security instructions;
- possesses prohibited items;
- presents an invalid, duplicated, altered or fraudulently obtained ticket;
- cannot establish eligibility for a restricted or discounted ticket category when reasonably required; or
- otherwise creates a material safety or security concern.
11. CLT Operational Changes
CLT may change operating times, access arrangements, available areas and visitor capacity for operational, safety or security reasons.
A minor change to operating arrangements, temporary unavailability of an individual feature, reasonable delay or alteration that does not prevent provision of the principal purchased admission does not ordinarily create a right to a refund.
12. Cancellation by CLT
Where CLT itself materially cancels a paid admission and the purchased admission cannot be provided, CLT may provide an alternative date, alternative time, replacement booking, credit or another appropriate remedy.
Where applicable law requires CLT to provide a refund, the refund will be processed accordingly.
This exception does not create a refund right for customer cancellations, late arrivals, no-shows or other customer-controlled circumstances.
13. Technical or Pricing Errors
Where CLT cancels a transaction because of a confirmed duplicate charge, material payment-processing error, obvious pricing error or other technical error that prevents the purchased ticket from being supplied, CLT may reverse or refund the affected amount as appropriate.
14. Refund Processing Where a Refund Is Legally or Operationally Approved
Where CLT approves or is legally required to issue a refund, it will ordinarily be returned through the original payment method where technically possible.
Banking networks, card issuers and payment processors control the time required for a refund to appear in a customer’s account.
CLT is not responsible for delays occurring solely within the customer’s bank, card issuer or payment service provider.
15. Statutory Rights
Nothing in this Policy excludes, restricts or modifies a consumer right or remedy that cannot lawfully be excluded under Sri Lankan law.
16. Contact
For questions regarding a ticket transaction:
- Email: info@colombolotustower.lk
- Phone: +94 (0) 112 108 300 | +94 (0) 74 201 97 43
- Address: Colombo Lotus Tower Management Company (Pvt) Ltd, No. 320, Dr. Wijewardane Mawatha, Colombo 10, Sri Lanka.