Refund & Cancellation Policy

Effective date: 22 August 2026

This policy applies to service bookings made through Blu. Blu primarily sells or facilitates services rather than physical goods, so there is generally no physical product return. Where a booking includes supplied materials, any return of those materials depends on their condition, the provider’s terms and applicable law.

Customer cancellations

• Before provider acceptance: an eligible booking may normally be cancelled without a service cancellation charge.
• After acceptance but before travel or work begins: a reasonable cancellation charge may apply where the provider has reserved time, travelled or incurred costs.
• After arrival or work begins: the customer may be charged for completed work, approved materials, travel and other reasonable costs already incurred.
• No access or no-show: a charge may apply where the provider attends but cannot access the location or contact the customer.

The amount displayed in the app at cancellation, together with the booking history and evidence, will be used when assessing the final charge.

Provider cancellations

If a provider cannot fulfil a confirmed booking, Blu may offer a replacement provider, reschedule the service or cancel the booking. Amounts paid for work that was not supplied will be eligible for refund, subject to verification.

Service quality concerns

A concern about completed work should normally be reported within 48 hours, or as soon as reasonably possible, with the booking reference, description and supporting photographs where appropriate. Blu may ask the provider to inspect or correct the work before deciding whether a partial or full refund is appropriate. A refund is not automatic merely because preferences changed after the agreed service was delivered.

Online payment refunds

Blu will normally review a complete refund request within seven business days. Approved full card refunds for PayHere or another supported online payment method will normally be returned through the original payment method. Same-day voids may appear immediately, while a refund after settlement may take approximately 5–10 business days or longer depending on the processor, card network and customer’s bank.

PayHere gateway refunds are full-payment refunds. If only part of a booking is refundable, or the original payment method does not support gateway refunds, Blu will arrange the approved amount manually, normally by bank transfer after verifying the customer’s details. Completed work and disclosed non-refundable third-party costs may be deducted where permitted.

Cash and bank-transfer bookings

Where cash was paid directly to a provider, Blu may coordinate the resolution but cannot reverse the payment electronically. Manual bank-transfer refunds require verification of the original transfer and recipient bank details.

Chargebacks and duplicate payments

Duplicate or unauthorized payment claims will be investigated using processor and booking records. A provider’s related earnings may remain pending or be adjusted while a refund, dispute or chargeback is unresolved.

How to request help

Contact Blu through the app or the Contact Us page and include the booking reference, payment reference, reason and supporting evidence. You can also email support@blu.lk or call +94 777 934 540.