Terms And Conditions

All bookings with In Her Horse Era are non-refundable. Cancellations are not available; however, appointments may be rescheduled if needed, subject to availability.

In Her Horse Era reserves the right to cancel or refuse service at any time if an appointment is deemed unsafe or unsuitable — including concerns related to the horse’s behaviour, health, environment, or overall welfare, as well as the safety of the handler or employee. In such cases, a refund or reschedule will be offered at the discretion of the business.

Rescheduling Policy

Emergencies and unexpected situations can arise, and to support you, appointments may be rescheduled up to 24 hours prior to the scheduled booking time. Requests made within 24 hours of the appointment time, or failure to reschedule in line with this policy, will result in the forfeiture of the booking and payment.

Credit Policy

If you are unable to reschedule your appointment at the time of cancellation because you have not yet secured a suitable date for your next appointment, you may be provided with a rescheduling credit to the value of your original paid appointment. The credit will be calculated based on the amount actually paid for the appointment, less any credits that were previously applied.This credit may be applied towards your next appointment and is valid for 90 days from the date of the original appointment that was cancelled. Credits cannot be exchanged for cash or refunded and must be used within the stated 90-day validity period.

Weather Policy

Please note that some appointments may be subject to weather conditions. In the event of extreme heat, storms, or unsafe weather, your booking will be rescheduled and undertaken in a timely manner to ensure the wellbeing of both horse and handler.

Horse Behaviour Policy

If your horse has difficulty standing still during grooming, washing, or braiding/plaiting (Show Ready services), please ensure they have feed available to help keep them settled. If additional time is required due to your horse’s unsettled behaviour, an extra charge may apply. Each booking includes a 15-minute grace period (at no additional cost) to accommodate for some movement.

Property Access Policy

You must ensure that I have access to the property at the time of your appointment — either through an open gate, an entry code, or by being present to provide entry. If access is not granted within 15 minutes of the scheduled appointment time, the appointment will be marked as completed, will not be rescheduled, and no refund will be issued. This grace period allows for unforeseen circumstances and ensures the schedule for all clients runs smoothly.

Punctuality Policy

Punctuality is important to me and my clients. I make every effort to arrive at your scheduled appointment time; however, due to travel between distant locations and the individual nature of working with horses, please allow a buffer window of 1–2 hours around your appointment time.

On rare occasions, appointments may run over time due to a horse’s behaviour, temperament, or specific needs. Should this occur, you will be notified as soon as possible if I am running behind schedule. I appreciate your patience and understanding as I ensure every horse receives the calm, safe, and thorough care they deserve.

Travel Policy

Where applicable, a travel fee may apply based on the distance and travel requirements of the booking. Clients are responsible for checking whether their location falls within the standard service radius and whether a travel fee will apply prior to booking. See the ‘Service Locations’ page on the website. Applicable travel fees will be confirmed with the client and invoiced separately. If you are unsure whether a travel fee applies to your location, please contact In Her Horse Era prior to booking to confirm. In Her Horse Era reserves the right to decline or cancel a booking where a location falls outside the serviceable area or where applicable travel requirements have not been confirmed prior to the appointment; where In Her Horse Era cancels a booking for this reason, any payment already made will be refunded. If you’re unsure, feel free to get in touch to confirm your travel fee prior to booking — email hello@sophieannabelle.com or call 0435 811 997.

The Use of Credits / Coupons

Credits / coupons cannot be applied directly towards travel fees. Credits / coupons are to be directly applied during the booking process towards a service/s.