Terms of Service

About these Terms

These Terms apply to our official website, pghtw.com, our official social media pages, direct enquiries and reservations made with us. By accessing the website, submitting an enquiry, making a booking or using our services, you agree to these Terms and our Privacy Policy.

Your reservation confirmation, rate conditions and any written terms supplied for a particular package also form part of your agreement with us. If a specific confirmed booking condition conflicts with a general provision here, the specific booking condition applies to that reservation.

Eligibility and authority to book

You must be at least 18 years old and have legal capacity to make a binding reservation. If you book for other guests, you confirm that you are authorised to act for them and that they have been informed of the terms relevant to their stay.

You are responsible for supplying complete, current and accurate guest, contact and payment information. We may request reasonable identity or booking verification before confirming or fulfilling a reservation.

Bookings, availability and rates

A booking request is subject to availability and is not confirmed until we issue a written confirmation and any required deposit or payment has been received. Website availability may change while a request or payment is being processed.

• Rates apply to the dates, stay option, occupancy and inclusions shown at confirmation.
• Promotions and weekday discounts are subject to their stated dates, conditions and availability.
• Guest capacity limits must be observed. Additional guests require prior approval and may incur charges.
• Meals, transfers, activities and other extras are included only when expressly stated.
• Errors in an obviously incorrect rate or description may be corrected before confirmation.

Payments, currency, taxes and charges

You confirm that you are authorised to use the payment method provided and that sufficient funds are available. You accept responsibility for transactions made under your booking or account details.

Where a rate is displayed in a foreign currency for convenience, payment may be processed in Sri Lankan Rupees (LKR). The applicable LKR amount, exchange basis and validity period will be shown in the quotation, invoice or payment request. Because exchange rates fluctuate, a converted quotation may expire and require reissue.

Applicable taxes, service charges, payment charges and optional extras will be identified before payment or on your booking invoice. Bank or card-provider conversion fees are controlled by the relevant provider and are not charged by Palm Grove.

Changes, cancellations and refunds

The cancellation, amendment and refund conditions shown in your booking confirmation apply to your reservation. Please review them before making payment. Requests should be made in writing using the contact details in your confirmation and are effective only when acknowledged by us.

• Date changes are subject to availability, rate differences and the confirmed booking conditions.
• No-shows, unused services and early departures may be non-refundable.
• Late arrival does not automatically extend the departure time or reduce the confirmed charge.
• Approved refunds are returned using the available original payment route and may take time to appear.
• Third-party bookings follow the cancellation and refund process of the relevant platform.

If circumstances beyond our reasonable control materially affect your reservation, we will contact you and, where reasonably possible, offer an alternative, date change, credit or refund consistent with applicable law and the circumstances.

Guest responsibilities and property conduct

Palm Grove is a nature-based property shared by guests, staff, wildlife and the surrounding community. Guests must behave lawfully and respectfully, follow reasonable staff and safety instructions, and avoid conduct that causes danger, nuisance, excessive noise or damage.

• Children are welcome but must remain under appropriate adult supervision.
• Parents and guardians are responsible for children in their care.
• Only registered or approved guests may occupy a stay.
• Smoking, pets, visitors, events and use of restricted areas are subject to the property rules communicated for your stay.
• Guests may be charged the reasonable cost of loss, damage or exceptional cleaning they cause.

We may refuse entry, stop an activity or end a stay without refund where reasonably necessary to protect people, property, wildlife or the comfort of others, or where these Terms or applicable law are seriously breached.

Special requests, accessibility and dietary needs

Tell us before booking about mobility or accessibility needs, allergies, dietary requirements, celebrations, bedding requests or other important requirements. We will make reasonable efforts to assist, but a request is not guaranteed unless we confirm it in writing.

Guests with serious allergies or medical requirements should discuss them directly with us before arrival. Although care may be taken, a completely allergen-free environment cannot be guaranteed.

Travel documents, arrival and insurance

You are responsible for passports, visas, permits, transport arrangements, health requirements and other documents required for travel to and within Sri Lanka. We are not responsible for loss arising from incomplete or invalid documentation or disruption to your independent travel arrangements.

We recommend suitable travel, medical and personal-property insurance, including cover for cancellation and nature-based activities.

Nature, activities and safety

Farming, cycling, boating, fishing, swimming, wildlife observation, campfires, outdoor dining and similar experiences may involve natural and physical risks. Weather, water, terrain, insects, animals and rural conditions can be unpredictable.

By choosing to participate, you agree to disclose relevant health limitations, use required safety equipment, stay within designated areas and follow staff or guide instructions. Participation may be restricted or cancelled where conditions are unsafe or unsuitable.

Third-party services and links

Transport, tours, guides or other services may be operated by independent providers. When we act only as an intermediary, that provider is responsible for delivering its service and its own terms may apply. Nothing in these Terms excludes responsibility that cannot lawfully be excluded.

Links to external websites are provided for convenience. We do not control their content, availability, security or privacy practices, and a link does not imply endorsement or affiliation.

Acceptable website use

You agree not to:

• use the website for unlawful, fraudulent, abusive or harmful purposes;
• interfere with its security, availability or normal operation;
• introduce malicious code or attempt unauthorised access;
• submit false information or impersonate another person; or
• scrape, reproduce or commercially exploit website content without permission.

We may suspend access, remove submissions or take appropriate action where misuse is detected.

Intellectual property

Unless otherwise stated, website text, photographs, graphics, logos, designs and other materials are owned by or licensed to Palm Grove and are protected by applicable intellectual-property laws. You may view and retain ordinary copies for personal, non-commercial use. No ownership rights are transferred to you.

Republishing, modifying, distributing, selling or commercially using our content requires prior written permission. Third-party names and materials remain the property of their respective owners.

Privacy and communications

Personal information supplied through enquiries, reservations and your stay is handled in accordance with our Privacy Policy. Operational messages may be sent by email, telephone or WhatsApp where needed to answer an enquiry, administer a booking or provide a requested service.

Marketing communications will be sent only where permitted, and you may withdraw from them using the option provided. Booking and service messages may still be necessary while a reservation remains active.

Website information and availability

We aim to keep information accurate and the website available, but content, facilities, experiences, images and schedules may change. Images are illustrative and natural surroundings vary by season and conditions.

The website is provided on an “as available” basis. We do not guarantee uninterrupted access or that every error will be corrected immediately. We may update, suspend or withdraw website features where reasonably needed.

Responsibility and limitation of liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability arising from fraud, wilful misconduct or other responsibility that cannot be excluded under Sri Lankan law.

To the extent permitted by law, we are not responsible for indirect or consequential loss; business loss; loss caused by a guest’s failure to follow instructions; independent travel disruption; or loss of unattended personal property. Any liability will be assessed in light of the confirmed booking, the circumstances and applicable law.

Guests remain responsible for valuables and personal belongings. Please promptly report safety concerns, accidents, loss or property damage so we can take reasonable action.

Your responsibility for claims

To the extent permitted by law, you are responsible for reasonable loss, damage or claims resulting from your unlawful conduct, material breach of these Terms, misuse of the website, or deliberate or negligent damage by you or guests for whom you booked.

Changes to these Terms

We may revise these Terms to reflect changes in our services, practices or legal obligations. The updated version takes effect when published, unless otherwise stated. The terms accepted when a booking was confirmed will continue to govern that booking unless a change is required by law or is agreed with you.

Governing law and disputes

These Terms are governed by the laws of Sri Lanka. We encourage you to contact us first so that we can try to resolve a concern directly. Subject to any mandatory consumer rights, disputes are within the jurisdiction of the courts of Sri Lanka.

If any provision is found invalid or unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive that right.