Cancellation, Refund and Booking Changes Policy
Last updated: 24 April 2026
At Kornex, we aim to provide a fair and transparent experience for customers using our platform to make table bookings and place food orders with participating merchants.
Scope of this Policy
This Policy explains when a booking may be cancelled, when a refund may be available, and how booking changes are handled. This Policy should be read together with our Terms and Conditions.
Cancellations
Table Bookings: A customer may request cancellation of a table booking through the platform or through the contact method made available by Kornex or the relevant merchant.
To process a cancellation request, the customer may be required to provide a valid reason for cancellation through the options made available on the platform.
Food orders: once confirmed, food orders are generally non-cancellable, non-refundable and non-exchangeable, except where required by the restaurants.
Refund Eligibility
Where a cancellation request for a table booking is accepted, any eligible refund will be processed to the customer's original payment method.
Refunds may be reduced by:
- any non-refundable fees clearly disclosed at the time of booking;
- charges imposed by the payment service provider or bank, where applicable;
- any amount that the merchant is lawfully entitled to retain under the booking terms disclosed at the time of booking.
No refund will be issued where:
- the cancellation request is made outside the permitted cancellation period;
- the booking was obtained through misuse, fraud, or breach of the Terms and Conditions; or
- the relevant merchant has disclosed a specific non-refundable condition accepted by the customer at checkout, to the extent permitted by law.
Nothing in this Policy limits any non-excludable consumer rights available under applicable Sri Lankan law.
Booking Changes and Exchanges
For the purpose of this Policy, an "exchange" means a request to change the date, time, or location of a table booking within the same restaurant.
Booking changes are available only for table bookings and are subjected to:
- availability at the new requested date, time, or location;
- the rules of the relevant merchant Kornex or the relevant merchant may decline a booking change request where the requested alternative is unavailable or where the request falls outside the permitted period.
Food Orders
Food orders cannot usually be cancelled or changed once confirmed, as food preparation may begin immediately after the confirmation of order.
However, a refund or replacement may be considered where:
- the wrong item was served;
- the ordered item was not delivered;
- the item was not in a proper state to consume.
- a refund is otherwise required by applicable law.
In such cases, the customer should contact the relevant merchant as soon as reasonably possible and provide supporting information, including the order number and, where relevant, photographs or other evidence.
Refund Processing Time
Where a refund is approved, Kornex will initiate the refund within 3 business days of approval, unless a longer period is reasonably required for verification, fraud prevention, technical issues, or merchant confirmation.
After the refund is initiated, the time taken for the funds to appear in the customer's account will depend on the relevant bank, card issuer, or payment provider.
Merchant Responsibility
Kornex operates as an online platform that facilitates bookings and orders with participating merchants. The merchant remains responsible for:
- the dining, food, product, or service experience itself;
- the accuracy of merchant-specific descriptions, availability, and operating conditions; and
- fulfilling merchant obligations relating to the booked or ordered service.
Where a refund or complaint relates primarily to the merchant's service or fulfilment, Kornex may assist with coordination, but the merchant may remain the primary responsible party depending on the circumstances.
Abuse and Fraud Prevention
Kornex reserves the right to reject cancellation, refund, or change requests where there is reasonable evidence of:
- abuse of the platform;
- repeated bad-faith claims;
- fraudulent activity; or
- breach of the Terms and Conditions.
Consumer Complaints
If you are dissatisfied with the resolution of a complaint, you may have rights under applicable Sri Lankan consumer protection laws and may be able to make a complaint to the Consumer Affairs Authority.
Contact Us
For help with cancellations, refunds, or booking changes, please contact us through the support details published on our website.
Business Refund & Dispute Policy
Last updated: 24 April 2026
Customer Refunds
The Business agrees to honour the valid refund of claims in accordance with applicable laws and disclosed policies. To respond promptly to refund requests and provide supporting information where required.
Kornex may:
- Issue refunds directly to customers
- Recover such amounts from merchant balances or future payouts
Chargebacks
In case of payment disputes or chargebacks:
- Kornex may temporarily withhold payouts
- The Business must provide evidence within a reasonable timeframe
- Failure to respond may result in automatic acceptance of the chargeback
- All chargeback-related costs may be passed to the Business
Abuse Prevention
Kornex may investigate:
- Repeated complaints or refund patterns
- Fraudulent or suspicious activity
- Misuse of the Platform
Kornex reserves the right to take appropriate action, including suspension or financial adjustments
Bookings, Cancellations and Refund Policy (Business)
Last updated: 24 April 2026
Merchant Responsibility
The Business is responsible for:
- Defining and clearly displaying cancellation and refund policies
- Honouring valid bookings and managing availability
- Ensuring no overbooking or unfair refusal of service
- Providing timely communication to customers regarding bookings
Refunds
Refunds relating to service failure, non-performance, or misrepresentation are the primary responsibility of the Business.
Kornex may, at its discretion:
- Facilitate or process refunds on behalf of customers
- Recover such amounts from the Business, including via deduction from future payouts
Disputes
Kornex may:
- Investigate complaints and request supporting evidence
- Make reasonable determinations based on available information
- Issue refunds, credits, or adjustments where justified
- Offset any such amounts against merchant balances