PRD 05 — Cancellation & Refund

Locked business rule

• Client requests cancellation/refund through Admin WhatsApp.
• Website has no public cancellation/refund UI.
• Admin reviews case by case.
• Public refund outcomes are full_refund or no_refund only.
• Refund execution is separate from cancellation approval.

System behavior

• CancellationDecision is append-only.
• Pending cancellation preserves the current appointment/reservation.
• Approval and eligible capacity release are one atomic command.
• Refund is a separate audited action.
• Pending-vs-outcome races follow the accepted cancellation matrix.

Acceptance checks

• No public endpoint lets a client directly mutate cancellation/refund state.
• Admin actions have actor, timestamp, reason, and audit record.
• A repeated command is idempotent.
• Package and appointment targets follow the matrix in ADR 0095.

Next work

Write the Admin operating procedure and evidence template; do not change the business rule without a new decision.