Cancellation and Refund Policy

# O&M Equestrian Ltd Cancellation and Refund Policy **Last updated: 15 July 2026** This policy applies unless different booking-specific terms are clearly shown and accepted. Cancellation periods are measured from the confirmed start time. ## Customer cancellations - At least 24 hours before the start time: eligible amounts paid are refunded. - Less than 24 hours but at least 6 hours before the start time: the deposit is retained and any eligible amount paid above the deposit is refunded. - Less than 6 hours before the start time, cancellation on arrival or non-attendance: the full booking price is due. Late arrival may shorten the service. Where insufficient safe time remains, it may be treated as a no-show or cancellation on arrival. ## Refund destination Refunds are allocated by original funding source: - Card or another refundable payment-provider amount is returned through that provider where supported. - A refundable amount funded by a gift voucher is issued as a new gift voucher to the customer account that used the original voucher on the booking. The original voucher is not reactivated or rewritten. - Account Credit is used only where that optional module is enabled; it is disabled by default. - Cash refunds are recorded and handled manually by authorised staff. Promotional discounts have no cash value and are not refunded. Only the amount actually charged or redeemed can be returned. ## O&M Equestrian Ltd cancellation If O&M Equestrian Ltd cancels a service for a reason not caused by the customer, rider or horse, the customer will normally be offered a replacement date or a refund of the eligible amount by its original funding rules. Separate travel, accommodation, livery or transport costs are not reimbursed unless the law requires otherwise. ## Weather and suitability O&M Equestrian Ltd decides whether weather, ground, access or facilities are safe. If O&M Equestrian Ltd confirms the service can proceed but the customer chooses not to attend, the normal customer cancellation rules apply. Where a rider, horse, equipment or location is unsuitable and the issue was within the customer’s control or should have been disclosed, O&M Equestrian Ltd may retain the deposit or charge the applicable cancellation amount. Nothing in this policy removes a statutory right that cannot lawfully be excluded.