Privacy Policy & Terms of Service
Last Updated: 02.12.2025
Table of Contents
1. PRIVACY POLICY
ShopLanka ("we", "our", "us") respects your privacy. This Privacy Policy explains how we collect, use, store, protect, and process your personal information when you use the OlaBey.lk website, mobile app, and services.
1.1 Information We Collect
- Account information (name, email, phone number)
- Billing & payment data
- KYC/identity verification information
- Shop & business details (for sellers)
- Device information (IP, browser, location)
- Cookies & analytics data
1.2 How We Use Your Data
1.3 Data Sharing
We may share data with:
- Payment processors
- Delivery partners
- Seller shops (for order fulfillment)
- Legal authorities (when required by law)
1.4 Data Security
Encryption
All sensitive data is encrypted using industry-standard protocols
Secure Servers
Data stored on protected servers with restricted access
Monitoring
24/7 security monitoring for suspicious activities
1.5 Your Rights
You can request:
To exercise your rights, contact our Data Protection Officer at privacy@shoplanka.lk
2. TERMS & CONDITIONS (TERMS OF USE)
By accessing or using OlaBey, you agree to be bound by these Terms & Conditions.
2.1 Eligibility
You must be at least 18 years old and legally capable of entering into binding agreements to use our services.
By using OlaBey, you represent that you meet these requirements.
2.2 Platform Role
ShopLanka's Role
- Connect buyers & sellers
- Process payments securely
- Provide hosting infrastructure
- Ensure platform security
Seller's Responsibilities
- Own their products
- Set their own prices
- Responsible for product quality
- Handle warranties and services
2.3 User Responsibilities
2.4 Order Acceptance
Orders are subject to acceptance by sellers. OlaBey reserves the right to cancel orders if:
- Items are unavailable or out of stock
- Pricing errors occur in listings
- Fraud or suspicious activity is detected
- The order violates our policies
2.5 Liability
ShopLanka is a marketplace platform and is not responsible for:
- Seller errors or misrepresentations
- Delivery delays by third-party couriers
- Product misuse by buyers
- Disputes between buyers and sellers
- Quality or safety of products sold by third-party sellers
3. SELLER AGREEMENT
This agreement governs sellers who create and operate a shop on OlaBey platform.
3.1 Seller Obligations
Accurate Information
Provide accurate product/service details including descriptions, images, and specifications
Stock Management
Maintain accurate stock availability and update promptly
Timely Delivery
Ship products within stated delivery timelines
Customer Service
Respond to customer inquiries within 24 hours
Legal Compliance
Follow all applicable laws and regulations
Quality Assurance
Ensure products meet advertised quality standards
3.2 Commission & Payouts
Commission Structure
Commission rates vary by product category and seller tier
Payout Schedule
Payouts are processed after:
- Deducting commission fees
- Deducting refunds/adjustments
- Verification checks completion
- Order delivery confirmation
Standard Payout Time: 7-14 business days after delivery
3.3 Prohibited Seller Activities
3.4 Account Suspension
We may suspend seller accounts for:
Policy Violations
Repeated violations of platform policies
Fraudulent Activity
Engaging in fraudulent practices
Customer Complaints
Multiple unresolved customer complaints
Illegal Activities
Involvement in illegal business practices
4. REFUND & RETURN POLICY
4.1 When Returns Are Accepted
Damaged Item
Product received in damaged condition
Defective Item
Product not working as intended
Wrong Item Delivered
Received different product than ordered
Not as Described
Significant difference from product description
Return Window: 7 days from delivery date
4.2 When Returns Are Not Accepted
Change of Mind
Buyer simply changed their mind
Digital Products
Already downloaded or accessed
Hygiene-Sensitive Items
Underwear, cosmetics, etc. (unless defective)
Used Items
Products used or damaged after delivery
4.3 Refund Process
Request Submission
Submit return request within 7 days of delivery
Approval & Return Label
Seller approves request and provides return instructions
Shipment & Inspection
Return product and await seller inspection
Refund Issuance
Refund processed after successful inspection
Refund Methods
Refund processing time: 3–14 working days
5. ORDER CANCELLATION POLICY
5.1 Customer Cancellations
Allowed If:
- Order not yet processed by seller
- Seller has not shipped the item
- Within 1 hour of order placement (for eligible items)
5.2 Seller Cancellations
Sellers May Cancel Only If:
- Item is out of stock and cannot be replenished
- Technical or system issues prevent fulfillment
- Customer provides incorrect/unreachable address
- Suspected fraudulent activity
Note: Frequent cancellations may affect seller ratings
5.3 Platform Cancellations
ShopLanka May Cancel Orders For:
- Payment verification issues
- Fraud suspicion or security concerns
- Listing errors or pricing mistakes
- Policy violations by buyer or seller
- Legal or regulatory requirements
Refunds will be processed automatically for platform cancellations.
6. SHIPPING & DELIVERY POLICY
6.1 Shipping Charges
Shipping charges vary based on:
Location
Delivery address within Sri Lanka
Weight & Size
Product dimensions and weight
Seller's Rules
Individual seller shipping policies
Delivery Speed
Standard vs express delivery options
Free shipping available on orders above Rs. 5,000 from eligible sellers
6.2 Delivery Time
Within Colombo
1-3 daysMetro area delivery
Major Cities
3-5 daysKandy, Galle, Jaffna, etc.
Other Areas
5-7 daysRural and remote areas
Possible Delivery Delays
6.3 Failed Delivery
First Attempt
Courier attempts delivery at provided address
Second Attempt
If first attempt fails, second attempt scheduled
Final Attempt
If customer remains unreachable after 3 attempts:
- Item returned to seller
- Delivery charges may not be refunded
- Restocking fee may apply
7. WARRANTY POLICY
7.1 Manufacturer Warranty
Brand/Manufacturer Warranty
If the product includes a manufacturer warranty:
- Customer must contact the brand's authorized service center
- Warranty card and original invoice required
- ShopLanka assists with service center information
- Warranty terms are set by manufacturer, not OlaBey
7.2 Seller Warranty
Seller-Provided Warranty
If seller offers additional warranty:
- Seller must honor stated warranty terms
- Warranty duration and coverage specified in product listing
- Seller responsible for warranty service or replacements
- ShopLanka mediates warranty disputes if needed
7.3 Warranty Not Accepted For
Physical Damage
Drops, impacts, cracks, or broken parts
Liquid Damage
Water or liquid exposure damage
Unauthorized Repairs
Repairs done by non-authorized technicians
Misuse
Using product outside specified parameters
Normal Wear & Tear
Expected degradation over time
Accessories
Batteries, chargers, cables (unless specified)
8. PROHIBITED & RESTRICTED ITEMS
Items Sellers May NOT Sell
Illegal Items
Drugs, stolen goods, counterfeit currency
Weaponry
Firearms, ammunition, explosives
Hazardous Chemicals
Toxic, flammable, or corrosive substances
Counterfeit Goods
Fake branded products
Adult Content
Pornographic material
Unlicensed Medicines
Prescription drugs without license
Alcohol Without License
Alcoholic beverages without proper permits
Live Animals
Endangered species, illegal pets
ShopLanka reserves the right to remove prohibited listings immediately.
Sellers violating this policy may face account suspension, legal action, and permanent banning from the platform.
9. CONTENT POLICY
Content Requirements
All content uploaded to OlaBey must be:
Accurate
Truthful and not misleading
Legal
Complies with all applicable laws
Non-Misleading
Clear and transparent information
Owned/Licensed
You have rights to use the content
Prohibited Content
Fake Reviews
Artificial or paid reviews, review manipulation
Hate Speech
Discriminatory, racist, or offensive language
Copyright Violations
Unauthorized use of copyrighted material
Graphic Violence
Violent or disturbing imagery
Adult Material
Sexually explicit content
Spam & Advertising
Unsolicited promotional content
10. SELLER CODE OF CONDUCT
Sellers Must Follow
Ethical Behaviour
Maintain high ethical standards in all transactions
Honest Advertising
Accurate product descriptions and images
Genuine Products
Sell only authentic, quality products
Fair Pricing
Competitive and transparent pricing
Customer-Friendly Service
Responsive and helpful customer support
Sellers Must Not
Abuse Customers
No harassment, threats, or abusive language
Manipulate Orders
No fake orders or review manipulation
Delay Deliveries Intentionally
Ship within promised timelines
Sell Prohibited Items
Adhere to prohibited items list
Circumvent Platform
No attempts to take transactions off-platform
11. PAYMENT POLICY
11.1 Accepted Payment Methods
11.2 Payment Security
SSL Encryption
256-bit encryption for all transactions
PCI DSS Compliance
Industry-standard payment security
Two-Factor Authentication
Optional extra security layer
Tokenization
Card details never stored on our servers
11.3 Seller Payouts
Payouts Settled Based On:
- Seller plan (Basic, Pro, Enterprise)
- Commission rate for category
- Returns and refunds processed
- Fraud checks and verifications
- Delivery confirmation status
Payout Schedule
Minimum Payout: Rs. 1,000
12. BNPL (BUY NOW PAY LATER) TERMS
12.1 Eligibility
Customer must meet BNPL provider requirements including:
- Age verification (18+ years)
- Credit check approval
- Valid Sri Lankan identification
- Active mobile number and email
- Minimum transaction amount requirements
Note: Eligibility decisions are made by BNPL providers, not OlaBey
12.2 Refunds with BNPL
Refund Process for BNPL Orders
- Refunds may take longer than standard payments
- Processing depends on BNPL provider policy
- Refund amount credited to BNPL account
- Future installments adjusted accordingly
- Contact BNPL provider for refund status
12.3 Late Fees & Penalties
Late fees are the customer's responsibility:
- Late payment fees apply as per BNPL provider terms
- Interest may accrue on overdue amounts
- Credit score may be affected by late payments
- BNPL privileges may be suspended for non-payment
- Legal action may be taken by BNPL provider for recovery
13. SERVICE LEVEL AGREEMENT (SLA)
13.1 Seller Performance Metrics
Order Acceptance Time
Target: < 24 hoursTime to accept/reject incoming orders
Delivery Time
As PromisedMeet stated delivery timelines
Return Resolution
Target: 48 hoursTime to respond to return requests
Customer Satisfaction
Target: 4.0+ StarsAverage customer rating
Response Time
Target: < 12 hoursTime to respond to customer messages
Cancellation Rate
Target: < 5%Percentage of cancelled orders
13.2 Penalties for SLA Breach
Reduced Visibility
Lower search ranking and platform exposure
Payout Delays
Extended hold periods for payments
Financial Penalties
Fines for severe or repeated violations
Account Suspension
Temporary or permanent suspension
14. DISCLAIMER POLICY
Important Disclaimer
ShopLanka is a marketplace platform — not the seller of products.
ShopLanka provides the infrastructure for buyers and sellers to connect and transact, but we are not a party to the actual sale transaction between buyers and sellers.
Seller Errors
We are not responsible for mistakes made by individual sellers
Customer Misuse
We are not liable for improper use of products by buyers
Delivery Delays
We are not responsible for delays by third-party couriers
Damages
We are not liable for damages caused by third-party services
Product Quality
Sellers are solely responsible for product quality and safety
Legal Compliance
Sellers are responsible for complying with all applicable laws
16. DIGITAL PRODUCTS POLICY
16.1 Non-Refundable Items
eBooks & PDFs
Digital books, guides, manuals
Templates
Document, presentation, design templates
Online Courses
Video courses, tutorials, educational content
Software
Applications, plugins, tools
Digital Media
Music, videos, images
Digital Art
Graphics, illustrations, designs
Digital products cannot be refunded once downloaded, accessed, or consumed.
16.2 License Terms
Limited-Use License
Buyers receive a license to use the product, not ownership rights
No Redistribution
Buyers may not resell, redistribute, or share purchased digital products
Personal Use
Typically for personal or limited commercial use as specified
Copyright
Copyright remains with the original creator/seller
17. HOTEL & BOOKING POLICY
17.1 Booking Confirmation
Search & Select
Choose hotel, dates, and room type
Payment
Complete payment for booking
Confirmation
Booking confirmed once payment is completed
Voucher
Receive booking confirmation voucher via email
17.2 Cancellations
Free Cancellation
- Available if marked "Free Cancellation"
- Cancel up to 24-48 hours before check-in
- Full refund to original payment method
Non-Refundable
- Marked "Non-Refundable" or "Best Price"
- No cancellations or changes allowed
- No refunds for no-shows or early departures
Hotel Policy
- Each hotel/service provider has its own rules
- Cancellation fees may apply
- Review specific hotel terms before booking
17.3 No-Shows
No-Show Charges
If you don't show up for your booking:
- Full amount may be charged for non-refundable bookings
- First night may be charged for flexible bookings
- Hotel may release the room after cut-off time
- Contact hotel directly for late arrivals
18. DISPUTE RESOLUTION POLICY
18.1 Filing a Complaint
Contact Seller First
Attempt to resolve directly with seller within 7 days of issue
File Formal Complaint
If unresolved, file complaint with OlaBey within 14 days
Provide Details
Submit complete details including order number and issue description
Await Response
ShopLanka will respond within 48 hours
18.2 Evidence Review
We may ask for the following evidence:
Photos/Videos
Clear images or videos showing the issue
Screenshots
Conversations, error messages, order details
Communication Logs
Email or message exchanges with seller
Order Documents
Invoice, packing slip, delivery confirmation
18.3 Final Decision
ShopLanka's Decision is Final
- Based on platform policies and evidence provided
- May include refunds, returns, or other resolutions
- Both parties must comply with the decision
- Further legal action must be pursued independently
Note: OlaBey acts as mediator, not arbitrator or judge
19. COMMUNITY GUIDELINES
User Responsibilities
Be Respectful
Treat all users with respect and courtesy
No Harassment
Do not harass, threaten, or bully other users
No Spam
Do not post unsolicited promotional content
No Toxicity
Avoid hate speech, discrimination, or toxic behavior
Honest Reviews
Provide genuine, helpful feedback and reviews
Respect Privacy
Do not share others' personal information
Consequences for Violations
Warning
First-time minor violations receive a warning
Temporary Restrictions
Limited functionality for repeated violations
Account Suspension
Temporary suspension for serious violations
Permanent Ban
Permanent account termination for severe or repeated violations
Acknowledgment & Acceptance
By using OlaBey platform, you acknowledge that you have read, understood, and agree to be bound by all the terms and policies outlined in this document.
These policies are subject to change. Continued use of the platform after changes constitutes acceptance of the modified terms.
Contact Information
Legal & Privacy
legal@shoplanka.lk
Customer Support
0112 345 678
Registered Office
123 Business Street, Colombo 01, Sri Lanka