Business details and policy decisions are awaiting owner confirmation. Marked placeholders must be completed before publication or PayHere review.
Coverage and location charges
Coverage depends on the selected package, location and team or partner availability. Existing fixed packages advise that extra charges apply outside Colombo. Confirm coverage and the final location charge with support before paying; this policy does not promise nationwide coverage or a fixed delivery fee.
Scheduling your surprise
The date and time selected during checkout are requested arrangements, subject to availability and confirmation. Contact the team for last-minute bookings and custom experiences. No fixed delivery period or guaranteed time slot is asserted. Cakes and bespoke arrangements may require preparation confirmed in your quote.
Location and contact details
Supply a complete, accurate location with landmarks or access instructions as needed. Provide a reachable customer phone and recipient phone where appropriate. Tell us about venue permissions, entry restrictions, parking and safe access. Avoid placing an order for a location you are not authorised to use.
Recipient access
Coordinate recipient availability while maintaining the surprise where possible. The team may need to contact you or the recipient to complete fulfilment. If access is blocked or nobody is available, we will assess practical next steps; a repeat attempt is subject to availability and any agreed additional cost.
Delays and communication
Traffic, weather, venue restrictions and unexpected external circumstances can affect arrival. Reachable contact numbers help us communicate delays and alternatives. If timing is essential, discuss it before confirmation. We do not promise a guaranteed arrival time unsupported by the business.
Changes and unsuccessful attempts
Contact us promptly for date, time or location changes. Remote locations and additional travel can affect availability and cost. Do not assume a new slot is reserved until acknowledged. The Refund & Cancellation Policy explains how preparation costs, recipient unavailability and fulfilment failures are assessed.
Cake, flower and gift handling
Where included, cakes, flowers and gifts require suitable handling and prompt receipt. Follow any care instructions provided, and advise the team of relevant dietary or arrangement requirements before confirmation. Report damaged, missing or incorrect items promptly with your order details and photographs where possible.
Custom and third-party arrangements
Custom work, venue services and supplier items are subject to confirmed specifications and availability. Any material substitution or revised charge should be agreed with you. Discuss special venue or recipient requirements with support before preparation starts.
Need help with fulfilment?
Contact Surprisewala with your order reference, scheduled date and time, location and issue. Use the verified support number below. The team will review the arrangement and explain available next steps without making an unapproved delivery or refund guarantee.
Here to help
Surprisewala · [BUSINESS LEGAL NAME]
WhatsApp: +94 76 050 5866
[SUPPORT EMAIL]
[BUSINESS ADDRESS]
Retention decision: [DATA RETENTION PERIOD]
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