Requesting a visit
Submitting the booking form sends a request to George & Friends. It does not reserve a date or guarantee an appointment. We review availability, the venue, travel and the suitability of the visit. Please only treat your event as booked once you receive our written booking confirmation by email.
Your estimate
Your estimate uses the selected package, agreed extras and travel information. Travel is charged using the rates shown at the time of your request. Applicable road and zone charges are included where they can be calculated. If an address, route or charge cannot be checked, the displayed amount is a provisional subtotal. We will send the final estimate for your agreement before confirming. Please contact us if any information or charge appears incorrect.
Venue and billing information
Please provide a complete venue address, postcode, contact details, billing address, billing email for documents and billing contact number. Tell us about access, parking, available space, the intended activities and any requirements that could affect the visit. Requests outside our usual travel area require individual agreement.
Dates and therapy start times
The booking calendar shows times available to request. Availability is checked again when the team reviews your request. A confirmation email records the agreed date, therapy start time, package and any specific arrangements. Changes should be agreed with the team in writing. We will need to arrive before the therapy start time to set up. Please liaise with your venue to arrange access, or ask them to contact us directly so we can agree the arrival arrangements.
Deposits and invoices
The deposit for your selected service is shown with its price and in your booking review. Percentage deposits apply to the service price, excluding travel and extras. Any deposit is requested separately after a booking is confirmed. The amount, payment instructions and due date are stated in the deposit request. Payments received as a deposit are credited against the final invoice. The final invoice is issued after the event, with its payment terms and due date stated on the invoice.
Changes and cancellations
Please contact us as soon as possible if you need to change or cancel a visit. Any cancellation or rescheduling arrangements and applicable charges must be explained and agreed before confirmation. If George & Friends needs to change a visit because of welfare, safety, weather or another issue, we will contact you to discuss the available options and any refund due.
Outdoor visits and poor weather
If poor weather makes an outdoor event unsafe or unsuitable for visitors, handlers or our ponies, we may need to cancel. We will contact you as soon as reasonably possible. Any deposit paid for the cancelled visit will be refunded to the original payment method; we will action that refund within 3–5 working days. Your payment provider may take additional time to show it. You may choose to reschedule, subject to availability, but must arrange this with us directly; we will not move your booking or retain your deposit for a new date without your agreement.
Custom-made products and cancellation
Where you separately order custom-made products, we will explain and agree their price and cancellation arrangements before work begins. If a visit is cancelled, a charge for those products may be payable only where lawful and fair, limited to evidenced costs actually incurred which cannot reasonably be recovered through reuse, resale, supplier refunds or other savings. We will take reasonable steps to reduce any loss, give you an itemised explanation and credit any amounts already paid for those products. No automatic penalty or charge for the cancelled visit applies. This does not reduce your statutory rights, including any right to a full refund when we cancel.
See the Competition and Markets Authority guidance on fair contract terms.
A safe and happy pony day
Please follow the team’s instructions around the ponies. Tell us about venue restrictions, accessibility needs and anything relevant to participants’ safety before the visit. Activities and the choice of ponies are subject to suitability and welfare. Animal assisted visits are experiences and do not promise a particular medical or therapeutic outcome.
Pony Tales and photographs
By submitting a Pony Tale, you agree that your words, display name and any photographs may be published on this website after approval. Share only content you have the right to use. Get permission from everyone pictured, or a parent or guardian where applicable. Avoid private or sensitive information. Contact us to request removal of your contribution or photographs.
Contact and your rights
Use the Contact Us page if you have a question about your request, estimate, booking or invoice. These booking arrangements do not limit your statutory consumer rights or exclude liability that cannot lawfully be excluded. Specific arrangements for your visit will be recorded in your estimate and written confirmation.