Flexible Escape cancellation policy

For the fictional Azure Bay Hotel Singapore demo, Flexible Escape reservations may be cancelled without penalty until 18:00 Singapore Time seven days before arrival.

Decision procedure

1. Confirm guest and reservation identity.
2. Use the policy version effective when the reservation was booked.
3. Normalize booking, deadline, and cancellation timestamps to Singapore Time before comparing them.
4. Confirm the captured payment has not already been refunded and has no active chargeback or fraud hold.
5. Approve a full refund when cancellation occurred before the contractual deadline and the payment is refundable.
6. Require accountable property approval when the refund exceeds the Shared Service Center authority of SGD 1,000.

Controls

Do not promise a refund before eligibility, payment validation, and required approval are complete. Record the policy version, decision reason, approver, approved amount, refund reference, and guest notification on the parent case.

Demo example

Reservation RB-908271 was cancelled on 28 August 2026 at 21:14 SGT for arrival on 18 September 2026. The free-cancellation deadline was 11 September 2026 at 18:00 SGT. The cancellation is timely; a late-fee result caused by interpreting SGT as UTC is incorrect.