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Refund & Cancellation Policy

Last Updated: November 30, 2025

We understand that plans change. This policy outlines our cancellation and refund procedures to ensure fairness for both riders and stable owners.

Cancellation Timeline & Refunds

48+ Hours Before Ride

100% Refund

Cancel anytime more than 48 hours before your scheduled ride time for a full refund. Refunds processed within 5-7 business days.

24-48 Hours Before Ride

50% Refund

Cancellations made 24-48 hours in advance receive a 50% refund. This helps stables cover costs and potential lost bookings.

Less than 24 Hours or No-Show

No Refund

Late cancellations (less than 24 hours) and no-shows are non-refundable as stables cannot fill the slot on short notice.

How to Cancel Your Booking

  1. Sign in to your account

    Go to your Rider Dashboard

  2. Find your booking

    Navigate to "My Bookings"

  3. Click "Cancel Booking"

    Confirm the cancellation when prompted

  4. Receive confirmation

    You'll receive an email confirming the cancellation and refund details

Stable-Initiated Cancellations

If a stable cancels your confirmed booking for any reason, you are entitled to:

  • Full 100% refund - processed within 5-7 business days
  • Option to reschedule with the same stable at no additional cost
  • Priority booking assistance from our support team

Weather-Related Cancellations

In case of severe weather conditions (heavy rain, storms, extreme heat), stables may cancel rides for safety reasons.

You have two options:

  • Full refund (100%)
  • Free rescheduling to another available date

Modification Policy

Want to change your booking instead of cancelling? Here's how:

  • Date/Time Changes: Free if made 48+ hours in advance (subject to availability)
  • Horse Changes: Free if made 24+ hours in advance
  • Number of Riders: Additional riders can be added (price difference applies)
  • Stable Changes: Treated as a new booking (original cancellation policy applies)

Refund Processing

Timeline: Approved refunds are processed within 5-7 business days

Method: Refunds are issued to the original payment method used for booking

Notification: You'll receive email confirmation once the refund is processed

Note: Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

Exceptions and Special Cases

Medical Emergencies

If you need to cancel due to a medical emergency, please contact our support team immediately. We may request documentation and will work with you on a case-by-case basis for a fair resolution.

Travel Disruptions

Flight cancellations, visa issues, or other travel disruptions may be considered for exceptions. Contact us with supporting documentation.

Stable Policy Variations

Some stables may have more flexible cancellation policies. Always check the specific stable's cancellation terms shown during booking confirmation.

Disputes and Resolution

If you have a dispute regarding a cancellation or refund:

  1. Contact the stable directly first to try to resolve the issue
  2. If unresolved, contact PyraRide support at support@pyraride.com
  3. Provide booking details and explanation of the issue
  4. Our team will mediate and work towards a fair resolution within 48 hours

Contact Us

Questions about cancellations or refunds? We're here to help:

  • Email: support@pyraride.com
  • Response Time: Within 24 hours
  • Phone: [Your Contact Number - To be provided]

Note: This policy is designed to balance the needs of riders and stable owners. By making a booking, you agree to these cancellation and refund terms. We recommend reviewing this policy before each booking.