Cancellation Policy
Last updated: 3 December 2025
This Cancellation Policy explains how cancellations, no shows and refunds are handled on Yardd. It should be read alongside the Terms of Service.
Nothing in this Cancellation Policy affects a customer’s statutory rights under UK consumer law.
1. Cancellations by customers
1.1 Each practitioner sets their own cancellation and refund policy. This policy is written by the practitioner in the text box provided on their Yardd listing and applies to bookings with that practitioner.
1.2 The practitioner’s cancellation policy is displayed on the service listing and again during checkout. By completing a booking the customer accepts the practitioner’s cancellation terms.
1.3 If a customer cancels a booking any refund will be handled in line with the practitioner’s stated cancellation policy. Where a refund is due, Yardd will process it via the original payment method. Refund timing depends on the payment provider and typically takes several working days.
1.4 If the practitioner’s cancellation policy is unclear or missing Yardd may apply a reasonable approach at our discretion based on the circumstances.
1.5 In exceptional cases such as serious illness, injury or emergencies customers may contact Yardd. We may issue a refund or credit at our discretion. This does not override the practitioner’s standard policy but allows Yardd to act fairly where appropriate.
2. Cancellations by practitioners
2.1 If a practitioner cancels a confirmed booking the customer will receive a full refund. Yardd will process this refund through our payment provider.
2.2 Practitioners should only cancel where unavoidable. Frequent cancellations damage customer trust and may lead to limits on the practitioner’s account or removal from the platform.
2.3 If a practitioner cancels due to an emergency or other circumstance outside their control Yardd may take this into account when reviewing any impact on their account.
3. No shows
3.1 If a practitioner does not attend the booking without giving reasonable notice the customer will normally receive a full refund regardless of the practitioner’s stated cancellation policy. Yardd may withhold the payout from the practitioner.
3.2 If a customer does not attend without giving reasonable notice the practitioner will normally retain the booking payment in line with their stated cancellation policy.
3.3 What constitutes reasonable notice depends on the circumstances and the practitioner’s stated cancellation policy. Yardd may adjust the outcome in exceptional cases such as emergencies or documented welfare concerns about the horse or practitioner.
4. Disputes about cancellations or refunds
4.1 Customers and practitioners should attempt to resolve cancellation or refund disagreements through Yardd messages in the first instance.
4.2 If a resolution cannot be reached either party may contact Yardd. We may review:
- the booking details
- the practitioner’s written cancellation policy
- any messages exchanged
- any supporting evidence provided
4.3 Yardd may determine a fair outcome and decide how any funds held or processed through the platform should be allocated. This decision is final for platform purposes and does not determine legal liability between the customer and practitioner. Either party may still pursue a claim directly against the other outside Yardd.
5. Chargebacks
5.1 If a customer raises a chargeback through their bank or card provider the bank’s process will override any outcome agreed on Yardd.
5.2 Yardd will provide relevant evidence to the bank. If the bank refunds the customer Yardd may recover the refunded amount from the practitioner if the service was due to be or has been provided.
5.3 Repeated chargebacks linked to a practitioner or customer may lead to account restrictions or removal from Yardd.
6. Contact
For questions about this policy email hello@yardd.co.uk.