- Cancellation/No-show Policy: Cancellations within 24 hours of the appointment time will attract 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-show fee: If I arrive and you do not turn up, and no other arrangements have been made, full payment is required. Some cancellations may occur on the day at my discretion, particularly due to weather conditions.
- Rescheduling fee: Each time you re-schedule it takes me time and money, as well as potentially affecting my entire day as I try to schedule appointments in the same region on the same day. Therefore, you may re-schedule an appointment twice with no additional fee. After that, an admin fee of %20 of the service fee will apply – i.e. if re-scheduling a service with a cost of $100, the re-schedule fee will be $20.
- Payment for service and feed: Payment for service must be completed either before the appointment time or on the day. If you have not paid before I arrive, I will expect payment by the end of the session. You can pay on the spot by cash, bank transfer (show me the receipt), or card payment (subject to a small fee and data availability). Similarly with feed, I will expect payment for feed before or at time of delivery/pick-up. If you are having trouble with payment, please arrange an alternative payment time with me prior to service/feed delivery.
- Weather conditions: 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. It is time consuming for me to have to chase up every appointment to determine if you have shelter, and if your horse is comfortable in the shelter.
- If we are doing your dog outside, please note the above as it’s the same for a dog session.
- I don’t have a 4WD all the time, I often drive a smaller car. With the current road conditions, please give me notice if the access roads to your place require a 4WD or if I need to allow extra time to park further away and walk to your paddock/house. My smaller car is not great for large and numerous pot holes/corrugated roads/water crossings. If these exist on the way to your place, please let me know.
- At the appointment: Please ensure your horse is caught, fed, un-rugged, brushed and ready to go by the time I arrive. Please do not make up feeds/get hay/fiddle about or do things that might distract the horse. Additionally, please don’t touch the horse during the session unless I’ve asked you to do so. To get the most out of the session, the horse needs a quiet, comfortable space, especially if the horse is needing to work through something where it may use your attention as a distraction.
- Appointments generally run on time but sometimes I get a bit caught up. If I’m going to be more than 15 minutes late, I’ll send you a message to let you know when I expect to get there.