Refund & Cancellation Policy

At PinOaks Park, we understand that circumstances can change. This policy explains when refunds may be available and how cancellations are managed.

By booking a service with PinOaks Park, you agree to the following Refund & Cancellation Policy.

Transition Assessments

Payment is required in full before a Transition Assessment booking is confirmed unless otherwise agreed in writing.

Client Cancellation

If you need to cancel or reschedule your appointment, please contact us as soon as possible.

More than 48 hours’ notice

Your appointment may be rescheduled at no additional cost, or you may request a refund. Where PinOaks Park has already incurred reasonable costs directly associated with your booking, those costs may be deducted from the refund.

Between 24 and 48 hours’ notice

Your appointment may be rescheduled once without penalty, subject to availability. If you choose not to reschedule, a refund may be considered at PinOaks Park’s discretion after deducting any reasonable costs already incurred.

Less than 24 hours’ notice or failure to attend

The Transition Assessment fee is non-refundable, as the appointment time has been reserved and resources allocated specifically for your booking.

Cancellation by PinOaks Park

Occasionally, appointments may need to be postponed due to circumstances outside our reasonable control, including:

• Severe weather
• Veterinary availability
• Horse welfare concerns
• Safety considerations
• Illness or emergency

Where this occurs, we will work with you to arrange the earliest suitable alternative appointment.

If we are unable to provide the booked service within a reasonable timeframe, a full refund of any prepaid PinOaks Park service fees will be provided.

Costs Already Incurred

Where PinOaks Park has already incurred reasonable costs directly related to your booking, including veterinary services, travel, or other approved third-party services, PinOaks Park reserves the right to deduct those costs from any refund where permitted by law.

Managed Listings

Managed Listing fees cover professional time spent preparing, photographing, advertising, communicating with prospective buyers and administering the listing.

Once work has commenced, Managed Listing fees are generally non-refundable.

Where a Managed Listing is cancelled before any work has commenced, a refund may be considered at PinOaks Park’s discretion.

Marketplace Listings

Marketplace listing fees are non-refundable once a listing has been approved and published.

If a listing is declined by PinOaks Park before publication, any listing fee paid will be refunded in full.

Rehabilitation & Ongoing Care

Invoices for rehabilitation, agistment or ongoing care are payable within 7 days of the invoice date unless otherwise agreed in writing.

Clients remain responsible for all costs incurred up to the date the horse leaves PinOaks Park’s care, including but not limited to:

• Agistment
• Feed
• Veterinary treatment
• Farrier services
• Transport (where applicable)
• Any agreed rehabilitation services

Digital Products & Educational Resources

Unless required under New Zealand consumer law, refunds are not available once digital resources, educational materials or downloadable products have been accessed or downloaded.

Change of Mind

Refunds are not generally provided where a client changes their mind after services have commenced.

However, PinOaks Park recognises that every situation is unique and may consider exceptional circumstances on a case-by-case basis at its sole discretion.

Consumer Guarantees Act

Nothing in this Refund & Cancellation Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand legislation.

Contact Us

If you have any questions regarding this Refund & Cancellation Policy or wish to discuss a cancellation or refund request, please contact:

PinOaks Park

📧 transitions@pinoakspark.co.nz

🌐 www.pinoakspark.co.nz