Return & Refund Policy

1. Items bought and sold between users

OnaLabbak is not a party to the transactions between buyers and sellers. When you buy an item advertised on the Platform, your contract is with the seller — not with OnaLabbak. This means OnaLabbak does not accept returns, issue refunds or arrange replacements for items sold between users, and we cannot guarantee the quality, safety or legality of any listing.

Any return, exchange or refund of an item is a matter to be agreed directly between the buyer and the seller, according to whatever terms the seller offers. We strongly encourage you to agree these terms before you pay or take delivery.

2. Buying and selling safely

To reduce the risk of a dispute, we recommend that you:

• Inspect the item in person and test it before you pay, wherever possible.
• Meet in a safe, public place and avoid sending money in advance to someone you have not met.
• Confirm the price, condition, warranty and any return terms with the seller before completing the deal.
• Keep a record of your communications, receipts and any agreement about returns.
• Be cautious of deals that seem too good to be true, or requests for unusual payment methods.

3. Your rights against the seller

Nothing in this policy affects the statutory rights you may have against a seller under the Consumer Affairs Authority Act or other applicable Sri Lankan law — particularly where you buy from a business seller. Those rights are exercised against the seller directly. Business sellers on the Platform are required to comply with these laws under our Business Terms.

4. Reporting a problem seller or scam

While we cannot resolve a purchase dispute for you, we do act on reports about listings and users that breach our rules. If you encounter a fraudulent listing, a misleading advertisement or a seller behaving abusively, please report the ad using the report option on the listing, or contact us at support@onalabbak.lk. We may remove listings and suspend accounts, but this does not amount to recovering your money.

5. Refunds for OnaLabbak paid services

This section applies to services you buy from OnaLabbak — such as memberships, additional ad postings, and promotional products (for example Featured, Urgent, Boost or banner placements). Because these are digital services that we begin providing as soon as they are activated, they are generally non-refundable once delivered, except as set out below or as required by law.

6. When you can request a refund

We will consider a refund of a paid service where:

• You were charged more than once for the same service, or charged in error due to a technical fault.
• You paid for a service that was never activated or delivered.
• A fault on our side prevented the service from working as described for a significant part of its period.

7. When a refund is not available

Refunds are not normally available where:

• The service has already been delivered or the promotion period has started, and you have simply changed your mind.
• An ad you promoted was rejected or removed for breaching our Terms & Conditions.
• You did not receive the number of views, enquiries or sales you hoped for — results are never guaranteed.
• Part of a membership or promotion period has already been used; any refund considered will be for the unused portion only, at our discretion.
• Your account or service was suspended because of your breach of our Terms.

8. How to request a refund

To request a refund, contact us at support@onalabbak.lk within 7 days of the charge, with your account email, the date and amount of the payment, and a description of the problem. We may ask for additional details to verify the request. Where a refund is approved, we will process it using your original payment method within a reasonable period.

9. Chargebacks

If you believe you have been charged incorrectly, please contact us first so we can put it right. Raising a chargeback with your bank without contacting us may lead to your account being suspended while the matter is investigated.

10. Changes to this policy

We may update this Return & Refund Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. Your continued use of the Platform after a change takes effect constitutes your acceptance of the revised policy.

11. Contact us

If you have any questions about this policy, please contact us at support@onalabbak.lk.