To ensure smooth and professional service, please take a moment to review the following policies. These outline important information regarding cancellations, rescheduling, payment, access requirements, and session expectations.
Cancellation & Rescheduling
Cancellations within 24 hours of the appointment time will incur the full treatment fee. Cancellations within 24 to 48 hours of the appointment time will attract a $50 fee. Free Flow Equine Therapies/Free Flow Animal Therapies may waive the fee depending on circumstances.
No-shows
If I arrive and you are not present, and no prior arrangements have been made, full payment is required. Occasionally, sessions may be cancelled on the day at my discretion, particularly in poor weather conditions.
Rescheduling
You may reschedule an appointment up to two times at no cost. After that, a 20% admin fee will apply (e.g. for a $100 service, the rescheduling fee will be $20). This is due to the time, planning and travel coordination involved in arranging regional appointments.
Wet weather
No-one really wants to be hanging out in the cold and rain, plus bodywork on a wet and muddy horse is difficult and uncomfortable. If you have an undercover area and your horse is comfortable in it, we can proceed. Otherwise please contact me to re-arrange. Please do not assume I know your set-up and if in doubt, please get in touch.
Payment
Payment is expected on or before the day of the session. For feed orders, payment is due prior to or at the time of delivery or pickup. If you’re having difficulty with payment, please reach out before your appointment to arrange an alternative plan.
Accepted payment methods:
- Cash
- Bank transfer
- Card payment (a small fee may apply, dependent on signal/data availability)
Additional Information
Access & road conditions
I don’t always have access to a 4WD and often drive a smaller vehicle. If your property has rough or corrugated roads, water crossings, large or numerous potholes and steep or difficult access, please let me know in advance. I may need extra time to walk from a nearby parking area, or we may need to make alternate arrangements. This helps me plan my day safely and efficiently.
At the appointment
To help your horse get the most out of their session:
- Please have your horse caught, fed, un-rugged, brushed, and ready to go before I arrive.
- Avoid distractions during the session (e.g. preparing feeds, moving hay, or making loud noises).
- Unless I ask for assistance, please refrain from touching the horse during the session. Horses may seek your attention as a distraction and a calm, focused environment is essential, especially if your horse is working through a deeper issue.
Running Late?
I aim to run on time, but occasionally things can run over. If I expect to be more than 15 minutes late, I’ll send you a message with my updated ETA.