Safety

All new clients will have a portion of their session dedicated to safety around horses. All sessions for all clients include helmets around horses for people below 140cm tall and training on horse body language and how to keep safe as part of the session. 

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Privacy

WELL endeavours to keep all personal and sensitive information private and confidential, and will not share any information with third parties. All electronic communications are password protected. We only use photographs on social media with parent/guardian approval and keep names confidential. Our comprehensive Privacy Policy can be viewed here. 

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Invoices and payment

Sessions are invoiced prior to the session and payment is due on the day. We understand that clients with NDIS funding through a plan manager do not have control over timing of payments and will make exceptions for this situation. A session will not proceed if the prior session has not been paid for.

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Cancellations, rescheduling and refunds

We understand that life doesn't always go to plan and we hope that you understand that we put a lot of work into preparing for a session.

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If we cancel a session, you will not be charged. Our facilities are undercover and we have lights, so our cancellations would be due to sickness (facilitator or horse) or a family emergency.

If the Client session is cancelled with at least 48 hours notice (either by text, phone call or email), we will not charge for the session.

 

If the Client session is cancelled with at least 24 hours notice (either by text, phone call or email), we will charge 50% for the session.

 

If the session is booked and we do not receive a written cancellation notice (either by text, phone call or email), we will charge 100% for the session. If this happens more than twice, we will discuss with the Responsible Party whether we are the right service provider for the Client.

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Farm and Safety Rules 

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At WELL, there are some very important safety rules that must be followed at all times: 
• Participants must wear appropriate clothing and sturdy, closed toed footwear during sessions. 
• No running is allowed on the property.
• No smoking, drinking or drug taking is allowed on the property. 
• No weapons, alcohol or illegal substances are allowed on the property. 
• Off-limit areas must be observed. 
• Do not go into the house yard, paddocks, barns, or stalls unless you are supervised by a staff member or volunteer. 
• Please do not pass through closed gates unsupervised or without permission. 
• Driveway speed limit is 10km/h 
• Please leave your animals at home. 
• All visiting children must be supervised at all times. 
• Visitors must be respectful of the clients who take part in the Services. Please remember that sessions are private and confidential so DO NOT APPROACH areas where services are taking place. 
• Taking photographs of participants is not allowed without permission from WELL staff. 
• Please refrain from feeding any animals without consulting with the staff. 

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