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. If you are unable to confirm a new date at the time of rescheduling, you may request a booking credit, valid for 30 days from the original appointment date (requests must be made no later than 24 hours before your booking). 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.
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
Some locations may incur an additional travel fee. If I am already onsite for an event or show at your location (and it falls outside of the client service radius), no travel fee will apply. For appointments outside the standard client service radius, you may still be eligible for services; however, a travel fee will be invoiced separately. Please refer to the ‘Service Locations’ page on the website to confirm your eligibility and check the current service radius before booking. 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.
Payment Terms
For services with a “pay later” option—such as the Essential Groom and Deluxe Spa Treatment—payment is required no later than 72 hours (3 days) prior to the scheduled booking. For example, if your appointment is on a Friday, payment must be received by Tuesday. This option allows clients to secure appointments in advance while maintaining flexibility, without needing to pay for all bookings upfront.
By booking, you acknowledge and agree to these terms and the importance of maintaining a safe, respectful, and supportive environment for both horses and humans.
Horse Care Home Visits – Policy & Pricing
Horse care home visits are priced per visit and based on the number of horses in care. Pricing reflects time on property, responsibility, and standard of care, rather than individual tasks. Each visit includes full body spot checks, feeding (up to two feeds per horse if required), water checks/refills, and preparation of feeds for the following day if needed.
Base visit rate: $50 (minimum charge).
Additional horses are charged per horse, calculated progressively based on the total number of horses per visit:
1–5 horses: $16 per horse
6–10 horses: $15 per horse
11–15 horses: $14 per horse
16–20+ horses: $13 per horse
For long-term bookings of 8 or more consecutive days, a 5% discount applies for a period of up to one (1) month.
Pricing may be reviewed if horse numbers or care requirements change during a booking period.