1. Who can cancel

Rule	Policy	Enforced by
C1	Only the player who made the booking, verified by booking reference and the last 4 digits of the mobile number (Booking Policy B17).	Code
C2	A held booking whose payment is not reported within 30 minutes is released by staff (Booking Policy B13). Nothing is charged.	Code

2. Refund

Rule	Policy	Enforced by
C3	A confirmed booking can be cancelled at any time before the session starts. The RM 50 deposit is refunded in full once the player is verified, with no notice period. A court fee paid at booking is refunded with it.	Code (outcome calculated)
C4	Refunds go to the account that paid, within 3 working days of staff approval.	Prompt
C5	Only a no-show forfeits the deposit: the player neither cancels before the session starts nor checks in. A court fee paid at booking is refunded.	Code (outcome calculated)
C6	Part of a booking cannot be cancelled. To play fewer hours, the player cancels the booking and books again.	Code

3. How a cancellation is processed

Rule	Policy	Enforced by
C7	The assistant tells the player the refund amount before submitting, and submits only when the player agrees.	Code (outcome returned by the tool)
C8	The request appears on the staff dashboard as a pending cancellation. The booking stays in place until staff approve.	Code
C9	On Approve, the court is released and the player receives an automatic message stating the deposit refunded (and the court fee, if paid at booking).	Code (fixed message)
C10	Refunds are paid by staff outside the chat. The assistant never refunds, waives or reduces an amount.	Code (no refund tool)

4. Outside this policy

Rule	Policy	Enforced by
C11	Requests to refund a no-show deposit are declined in chat with C5 stated. No exception is made by the assistant.	Prompt
C12	A session the centre cancels (power failure, court repair, an event) is handled by staff, who offer a full refund or another slot. The assistant hands these to staff.	Prompt (handover reason)
C13	Complaints, disputes about a refund, and refunds not received after 3 working days go to staff.	Prompt (handover reason)

5. How the assistant uses this policy

Enquiry	What the assistant does
Covered by policy	Answers from this policy and names the rule (e.g. C3).
Contradicts policy	Declines, states the rule that applies, and offers what the rule does allow. No exceptions are made in chat.
Not covered by policy	Does not guess. Hands the enquiry to staff with a short summary and the handover reason.
Policy neither says yes nor no	Does not choose a reading. Hands the enquiry to staff with the rule that seemed to apply and why it is unclear.

Rules marked Code are enforced by the booking tools, so the assistant cannot break them even if asked. Rules marked Prompt guide what the assistant says.