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Cancellation Policy

 

Gul is committed to:

  • providing a high quality service to all of the beneficiaries using the service and to
  • making good use of all resources.

Lost revenue from non-attendance needs to be avoided wherever possible as the cost of keeping equines is the same whether they are used or not. Late notification reduces the ability of the CIO to use the resources for someone else and the cancellation policy is designed to encourage early notification of non-attendance.

 

Cancellation Procedure for staff

 

If the cancellation is for a session paid for in advance the cost will only be refunded in exceptional circumstances, it would be more usual to offer a replacement session but this is not to be taken as routine practice.

One off activities

In the event of a cancellation more than 48 hours before the session no fee is payable.

In the event of a cancellation between the 48-hour point and 9 am on the day of the session half of the session cost is chargeable.

In the event of a cancellation after 0900 or a non-attendance the full charge is payable.

 

It is clear that there will be unforeseen circumstances which bring the need for cancellation or non-attendance and Gul staff can use their own discretion to either waive or change cancellation fees and must also discuss with a member of the Senior Management Team.

 

Cancellation Procedure for Beneficiaries

 

The information below outlines the action to be taken in case of cancellation:

 

  1. If you need to cancel a regular or one-off session our policy is as follows:

 

Please let the office know as soon as possible by email ([email protected]), or telephone (01980 621712) or text (07970 377730).

Notifications via social media are not appropriate as our social media channels are not manned at all times.

If you attend regularly, you can also let staff know directly when you see them the week beforehand.

Courses of sessions which are paid for in advance are not able to be refunded on cancelation without exceptional circumstances and the agreement of a senior member of the team.

 

Non pre booked sessions will be fully refunded If the cancellation is received more than 48 hours before the session.

 

If the cancellation is received after 48 hours but before 9 am on the morning of the activity a half session fee will still be charged.

 

If the cancellation or non attendance is notified after 9 am on the day of the activity the full session fee will be charged.

 

Gul reserves the right to withdraw the offer of its provision if sessions are repeatedly not attended without notice.

 

  1. If you paid a deposit

Occasionally Gul requests that beneficiaries pay a 50% deposit for popular 1 off events such as camps. If you have a paid a deposit this is non-refundable in the event of you cancelling.

 

  1. If we have to cancel an event:

 

Gul is committed to providing a high quality service to all beneficiaries. Occasionally circumstances will arise which result in the need to cancel a regular or 1 off session. When this is the case, we will take active and positive steps to inform you as soon as possible by phone and/or email.  In the event of Gul cancelling an event you will be offered a full refund or alternative provision for any monies paid in advance.