Refund & Cancellation Policy

Service Specific Rules

• Hotel Lodging & SuitesCancellations made up to 24 hours prior to scheduled check-in receive a full refund of deposit. Cancellations within 24 hours of check-in will incur a charge equal to the first night's lodging rate.
• Event Centre BookingDue to high demand, Event Centre booking cancellations require a minimum of 14 days' notice to receive a full refund of the deposit. Cancellations made between 7 to 13 days prior receive a 50% refund. Deposits are non-refundable for cancellations made under 7 days of the reserved event date.
• Bakery & Custom Cake OrdersChanges or cancellations for bespoke, multi-tier wedding or birthday cakes must be communicated at least 48 hours prior to the pick-up hour. Refunds cannot be processed for cancellations made after production has commenced.
• Executive Salon & SpaSalon appointments can be rescheduled up to 4 hours in advance. No-shows or cancellations within 2 hours of the slot will forfeit any booking fee. Completed services are fully non-refundable.
• Bulk Cold RoomsMonthly or seasonal storage leases must offer 7 days' cancellation notice prior to contract renewal. Pro-rata refunds for early terminal exits will be calculated based on active storage days.

How Refunds Are Processed

Once an eligible cancellation is approved, we initiate the return processing:

• Refunds are processed back to the original method of payment (e.g. bank transfer, terminal card refund).
• Standard refund processing time takes between 3 to 7 business days, dependent on bank settlement policies.
• Clients will receive a digital receipt log once the transaction is executed from our accounts division.

Contact Billing Desk

To initiate a cancellation or request a refund status update, please reach out directly: