Booking terms & cancellations
Booking & payment
Your appointment is secured when payment is made in full at the time of booking — £36 per horse including VAT. Channel Islands visits are priced separately; please get in touch. Payment is taken securely by card, Apple Pay or Google Pay through Stripe.
Your appointment time
We work by area and plan each day's route once bookings are in. Your appointment time is emailed at least 24 hours before the visit. Times are our best estimate and can move a little on the day — we'll let you know if we're running significantly behind.
The consultation form
A completed consultation form is required before every visit, to meet our insurance requirements and the Veterinary Surgeons Act 1966. If a horse is under current veterinary care for an intimate-health issue, we'll need your vet's permission before carrying out the service.
Cancellations & refunds
Full refund with 48+ hours' notice. No refund within 48 hours of your appointment, but do get in touch and we will try to help. You can cancel using the link in your confirmation email.
If we can't complete the service
If a horse is genuinely too unsure or tricky to clean safely, we'll give you a choice: we use the time on gentle desensitisation to improve the chances next time, or we stop and issue a refund. You're never charged for a clean that didn't happen.
What we do and don't do
Our service is a clean and welfare check. We don't diagnose — if we notice anything that needs attention we'll tell you and recommend a vet referral, in line with the Veterinary Surgeons Act 1966 and the Animal Welfare Act.