Booking and cancellation policy

When a booking is confirmed

A verbal enquiry is not a confirmed booking. Confirmation requires an available date and time, complete booking information, accepted waiver, and received payment (EFT with proof of payment emailed to info@saddleup.co.za).

Customer cancellation — riding experiences

More than 7 days before the booking: full refund of amounts paid, less any clearly disclosed non-refundable transaction fees.

3–7 days before: 50% refund, or you may request another available date.

Less than 72 hours before: generally non-refundable. Saddle Up may allow a transfer at its discretion.

No-show: generally non-refundable.

Customer cancellation — photoshoots

More than 14 days: full refund less disclosed non-refundable fees.

7–14 days: 50% refund or a transfer request.

Less than 7 days: generally non-refundable. Within 72 hours is a late cancellation.

Saddle Up cancellations, weather and safety

Saddle Up may cancel, postpone or modify a booking for unsafe weather, horse welfare, staff or equipment issues, emergencies or circumstances beyond reasonable control. Where Saddle Up cancels for unsafe weather, you may be offered a transfer or a refund.

No refund is guaranteed where a customer cannot participate because they failed a clearly communicated safety requirement, including weight, age, footwear, clothing, helmet refusal, intoxication, missed briefing or inaccurate information.

Arrival, transfers and refunds

Arrive at least 30 minutes before a riding experience. Late arrival may shorten the activity and does not automatically entitle you to a refund.

A booking may not automatically be transferred to another person. Any replacement rider must independently meet all requirements and be approved by Saddle Up.

Approved refunds are processed to the original payment method where reasonably possible. Mandatory refund rights under South African law remain unaffected.