(Last Updated : 31st July 2026)
This policy explains when a refund applies to a Cita Wallet transaction, how long it takes, and how to request one. It covers payments made through Cita, Cita Wallet, and Cita Stays, processed via OnePay or Directpay.
We want paying through Cita to feel straightforward — including when something needs to be refunded. This page sets out exactly what’s refundable, what isn’t, and how quickly you can expect a resolution.
Consent
By using our website, you hereby consent to our Refund Policy and agree to its terms.
1. What this covers
This Refund Policy applies to payments made through Cita Wallet, including wallet top-ups, service fees charged by Cita, and payments made for bookings through Cita Stays or appointments through Cita. It does not replace or override the individual cancellation policy set by a third-party service provider (such as a specific hotel, villa, or independent professional) — where one applies, both policies apply together.
2. Conditions for refunds
You may be entitled to a refund in the following situations:
- A payment was charged in error or duplicated due to a technical fault
- A booking was cancelled within the cancellation window set by the service provider (e.g. a hotel’s own cancellation policy for Cita Stays)
- A service you paid for was not delivered as described
- You were charged after cancelling a subscription or recurring service before the renewal date
Refunds are not available for change-of-mind requests after a booking’s cancellation window has passed, or where a third-party provider’s own no-refund policy applies to that specific booking.
3. Service fees
Cita’s own service fee — shown to you before you confirm any payment — is generally non-refundable, since it covers the cost of facilitating the transaction. Where a booking itself is refunded by a hotel, villa, or service provider, that refund covers the amount paid to them; Cita’s service fee is refunded only where the transaction failed due to an error on our part.
4. Refund timeframe
Once a refund is approved, it is processed within 5–7 business days. The funds are returned to your Cita Wallet balance or to your original payment method, depending on how the payment was made and which payment partner processed it. Bank processing times beyond this point are outside our control and may add a few additional days before the refund appears in your account.
5. How to request a refund
- Open your transaction – Go to your Cita Wallet transaction history and select the payment in question.
- Submit a refund request – Use the “Request Refund” option, or email us with your transaction reference (see Section 8).
- We review and respond – We aim to respond within 2 business days to confirm whether your refund is approved.
- Funds are returned – Approved refunds are processed within 5–7 business days, as described in Section 4.
6. Our payment partners
Payments made through Cita Wallet are processed by DirectPay, our current payment gateway partner. We plan to add OnePay as an additional payment processor. Regardless of which partner processes your payment, the refund conditions and timeframes described on this page apply consistently.
7. Chargebacks & disputes
If you believe a charge was unauthorised or incorrect, please contact us first so we can investigate and resolve it directly — this is usually faster than filing a chargeback with your card issuer. If a chargeback is filed before contacting us, we’ll still work with our payment partner to review the transaction and respond accordingly.
8. Contact us
To request a refund or ask a question about this policy, reach us at:
- Email : support@cita.world
- Phone : 011 2 839 594
- Address : Bristol Building, 133 2/1, High Level Rd, Maharagama 10280, Sri Lanka