Cancellation & Refund Policy

MERAKI EQUESTRIAN CENTRE

HORSE RIDING LESSON CANCELLATION POLICY

At Meraki, each booking reserves an instructor, a suitable horse and arena time especially for you. We plan our staff roster and our horses’ workloads around these bookings. Late cancellations can leave spaces that we are unable to offer to another rider.

Please read the following policy before booking.

Cancellations and rescheduling

We require at least 24 hours’ notice before your lesson’s scheduled start time to cancel or change your booking.

For example, a lesson booked for Saturday at 10 am must be cancelled by Thursday at 10 am.

With at least 24 hours’ notice, you may reschedule your lesson or have the amount paid returned to your EC Pro account as credit. Cash refunds are not normally provided for customer cancellations, except where required by law.

Less than 24 hours’ notice and missed lessons

If you cancel or request a change less than 24 hours before your lesson, or do not attend, the full lesson fee will normally be forfeited, with no replacement lesson or credit.

For bookings paid through a lesson package, the booked lesson will normally be deducted from your package.

We will make reasonable efforts to refill cancelled spaces. Any cancellation charge will be limited to our reasonable costs and losses, up to the booking price. If we refill your space, we will reduce the charge to reflect the loss avoided and return the balance to you.

Illness and emergencies

Please notify us as soon as possible if you or your child becomes unwell. For everyone’s wellbeing, please do not attend while contagious or unfit to ride.

The cancellation notice period still applies to illness. However, management may consider a credit or transfer in exceptional circumstances. A medical certificate does not automatically entitle a rider to a refund or replacement lesson. This does not affect any rights you have under Australian Consumer Law.

How to cancel

Please cancel through EC Pro where available. If you cannot cancel through the system, email yvon@merakiequestrian.com.au or text 0497 227 966, including the rider’s name and the lesson date and time.

Notice is calculated from the time your cancellation is submitted through EC Pro or your email or text is received. Please keep your confirmation or message as your record.

Telling an instructor in passing or leaving a social media comment is not a reliable way to cancel.

Repeated cancellations

A regular lesson time depends on consistent attendance. If cancellations or missed lessons become frequent, we will discuss the situation with you.

After notice, we may release your standing lesson time and ask you to book individual lessons according to availability. Cancelling one lesson does not automatically cancel your future bookings.

Late arrivals

Please arrive at least 15 minutes before your lesson. If you arrive late, your lesson will still finish at its scheduled time.

If there is insufficient time to conduct the lesson safely, you may be unable to ride. Any charge will reflect our reasonable costs and losses, up to the lesson price.

Weather and cancellations by Meraki

Our undercover arenas allow most lessons to continue in wet weather. Please assume your lesson is going ahead unless we contact you. Do not travel through unsafe conditions; contact us promptly if access is affected.

If Meraki cancels your lesson because of unsafe conditions, instructor availability, horse welfare or another operational reason, you may choose a replacement lesson, account credit or a refund of the amount paid for that lesson.

Application of this policy

This policy applies to assessment, private and group riding lessons booked after it is introduced and made available before payment. Separate cancellation terms may apply to camps, school holiday programs, clinics and special events; these will be provided before booking.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Thank you for respecting our instructors’ time, our horses’ care and the opportunity for other riders to enjoy a lesson.