Cancelation Policy
We understand that unexpected circumstances can sometimes affect travel plans. Our cancellation policy aims to be fair to our guests while recognising that each horse holiday involves advance planning, accommodation reservations, transport arrangements and preparation of our horses.
1. Deposit and Confirmation
A 30% deposit of the total holiday price is required to confirm a booking. The booking is confirmed once the deposit has been received.
The remaining balance is payable 60 days before arrival, unless otherwise agreed in writing.
For bookings made less than 60 days before arrival, the full amount is payable at the time of confirmation.
2. Cancellation by the Guest
If you need to cancel your holiday, the following cancellation fees apply:
More than 90 days before arrival: Deposit refunded, less any non-refundable third-party costs and transaction fees.
61–90 days before arrival: 30% of the total holiday price is retained.
31–60 days before arrival: 50% of the total holiday price is retained.
15–30 days before arrival: 75% of the total holiday price is retained.
14 days or fewer before arrival, or failure to arrive: 100% of the total holiday price is payable.
Cancellation must be communicated in writing by email or WhatsApp. The cancellation date is the date written notice is received.
3. Changes to Booking Dates
We will do our best to accommodate a change of dates, subject to availability.
If you request a change more than 60 days before arrival, we may transfer your payment to a new date within 12 months, subject to availability and any changes in accommodation or activity costs.
Requests made within 60 days of arrival may incur additional costs, particularly where accommodation or other services cannot be changed or refunded.
4. Cancellation by Tom & Tori Horse and Heart
If we must cancel the holiday due to circumstances within our control, we will offer an alternative date or a full refund of payments received.
If the holiday cannot proceed due to circumstances beyond our reasonable control, such as severe weather, natural disasters, government restrictions or serious safety concerns, we will work with the guest to arrange alternative dates or refund the recoverable portion of the booking, taking into account non-refundable third-party costs already incurred.
We strongly recommend comprehensive travel insurance covering cancellation, medical expenses, emergency evacuation and horse-riding activities.
Guests are responsible for ensuring that their insurance specifically covers horse riding and any other planned activities.
6. Horse Welfare and Safety
Horse welfare and guest safety always come first. Riding activities may be modified, postponed or replaced with suitable alternatives if weather conditions, horse welfare or safety considerations require it.
A change to an individual riding activity does not automatically constitute cancellation of the entire holiday.
Approved refunds will be processed within 14 business days, where practicable, using the original payment method. Any applicable non-refundable third-party costs and transaction fees will be explained to the guest.
By paying the deposit, the guest acknowledges and accepts this cancellation policy.
