Booking Policy

Thank you for choosing Sydney Horse Riding. This Booking Policy explains how our booking process works, what is required to confirm a booking, and the conditions that apply to all lessons, trail rides, lead rides and other riding experiences - including rescheduling, cancellations, wet weather policy, helmets, appropriate clothing, etc. By making a booking with Sydney Horse Riding, you acknowledge that you have read and agree to this Booking Policy.

Rider Clothing

For safety, riders must wear:

• enclosed shoes - a small heel to keep you in your stirrups is preferred;

• comfortable long pants; and

• clothing suitable for outdoor activity.

Loose or flowing clothing that may flap around and startle horses must not be worn.

Strictly no thongs, sandles, crocks or similar.

Arrival Times

Please arrive:

• Trail Rides: 30 minutes before your scheduled ride.

• Lessons: 15 minutes before your scheduled lesson.

These arrival times allow sufficient time for check-in, horse allocation, helmet fitting and mandatory safety briefings.

Late arrivals may not be able to participate and may be treated as a cancellation.

Helmets

An approved riding helmet must be worn at all times while mounted on a horse.

Customers may use their own helmet, subject to inspection by Sydney Horse Riding staff.

Customer-supplied helmets must:

• comply with the applicable Australian safety standard;

• be free from damage or defects; and

• have a manufacture date no more than 5 years old, as marked inside the helmet.

Helmets that do not meet these requirements will not be permitted.

Sydney Horse Riding will provide a disposable hairnet and an approved riding helmet where required.

Rescheduling Policy

Bookings may be rescheduled with more than 72 hours' notice.

A $10 administration fee applies to each reschedule.

Requests received within 72 hours of the booking are treated as cancellations.

Respect for Staff, Horses and Property

All customers are expected to treat our staff, volunteers, horses, other customers and our property with courtesy and respect.

Customers must follow all posted signs and instructions provided by Sydney Horse Riding staff at all times.

Abusive, aggressive, unsafe or inappropriate behaviour will not be tolerated.

Sydney Horse Riding reserves the right to refuse participation or terminate a booking without refund where behaviour compromises the safety or wellbeing of our staff, customers or horses.

Any person who deliberately damages property will be held responsible for the cost of repairs or replacement.

Stage 1 – Enquiry

When you contact us, we collect enough information to understand the service you are requesting and determine what additional information we require.

For returning customers, we may already have current rider information on file, making this process much quicker.

For new customers, or where additional rider information is required, we need the details of every rider before we can assess availability.

You are welcome to provide these details during your enquiry. Alternatively, our staff can place your booking on hold at the enquiry stage and email you a Rider Details form, allowing you to collect and submit the required information at your convenience.

Stage 2 – Availability Assessment

Once we have received the required rider details, we assess whether suitable horses and appropriately qualified staff are available for your requested service, date and time.

If availability can be confirmed, we will tentatively allocate the required horses and staff to your booking.

Stage 3 – Tentative Booking

Once availability has been confirmed, your booking progresses to the Tentative stage.

At this point we have tentatively allocated suitable horses and staff for your booking and are holding those resources exclusively for you. However, your booking is not yet confirmed.

To confirm your booking, we require:

• Payment of the required deposit; and

• Completed Rider Waivers for any riders who do not already have a current waiver on file.

If these requirements are not received by the specified due date, we may release the allocated horses, staff and booking places to other customers.

Stage 4 – Confirmed Booking

Your booking becomes Confirmed once:

• The required deposit has been received;

• all required Rider Waivers have been completed; and

• any additional information requested by Sydney Horse Riding has been received.

Once confirmed, your horses, staff and booking places are reserved for your booking.

Cancellation Policy

Our horses, staff and facilities are scheduled specifically for each booking. As availability is limited, our cancellation policy enables us to manage bookings fairly for all customers.

More than 72 hours before your booking

Bookings may be cancelled or rescheduled.

A $10 administration fee applies to all cancellations and reschedules.

Within 72 hours of your booking

The full booking fee becomes payable.

Failure to Attend

Customers who fail to attend, arrive too late to participate safely, or are unable to ride due to failing to meet our safety requirements will be treated as a no-show and the full booking fee will remain payable.

Wet Weather Policy

Horse riding is an outdoor activity and rides generally proceed in light rain.

Sydney Horse Riding will only postpone or cancel activities where weather conditions are considered unsafe for riders, horses or staff.

If Sydney Horse Riding cancels your booking due to unsafe weather, you will be offered an alternative booking date.

Horse Welfare

The welfare of our horses is our highest priority.

Sydney Horse Riding reserves the right to change horses, modify activities or refuse participation where necessary to protect the safety and welfare of our horses, riders or staff.

All instructions given by staff regarding the safe handling and treatment of horses must be followed at all times.