Refunds & Withdrawal

1. Try before you pay

Every club gets 21 days of full access at no cost, with no card required and no automatic charge at the end. Most refund questions never arise because nobody pays before deciding.

2. The 14-day right of withdrawal

If you are a consumer in the EU — a private individual, not acting for a business — you may withdraw from a distance contract within 14 days without giving a reason (Directive 2011/83/EU).

The period runs from the day the contract is concluded. To meet the deadline it is enough to send your notice before it expires; you do not need us to have replied.

One important exception. If you ask us to start providing the service immediately and acknowledge that you lose the right of withdrawal once it is fully performed, that right ends at that point. Where you withdraw after the service has begun but before it is fully performed, you pay a proportionate amount for what was supplied up to that moment, and we refund the rest.

You may use the model withdrawal form from the Directive, but any clear statement will do — an email saying you withdraw is enough.

3. Refunds for clubs

A club subscribing for its business is not a consumer, so the statutory 14-day right does not apply. Our own policy does:

• Cancel at any time. Access continues to the end of the period you have paid for.
• We do not automatically refund the unused part of a period that is already running.
• If you upgrade, the unused part of the current plan is credited against the new one.
• If we change these terms or raise the price and you do not accept it, you may terminate before the change takes effect and we refund the unused prepaid period in full.
• If we terminate your account without you having breached the terms, we refund the unused prepaid period in full.

Beyond that, we consider requests case by case. Ask — an unused month right after a renewal you did not expect is exactly the sort of thing we would rather refund than argue about.

4. Prepaid balances

Optional extras such as SMS are drawn from a prepaid balance. Unused balance is refundable on request while the account is open. Messages already sent are not — the cost was incurred with the provider at the moment of sending.

5. Refunds for riding lessons

Bookings are contracts with the club, not with us. Payment for a lesson is made to the club, and we never receive it. Cancellations and refunds for lessons are the club's to decide, under the cancellation terms it shows when you book.

Contact the club directly. If a club is unresponsive, tell us at support@horsika.com — we cannot refund on its behalf, but we can raise it with them, and repeated complaints affect a club's standing on the platform.

6. When the service fails

If the platform is unavailable for a prolonged period through our fault, we extend affected subscriptions by the affected time, or refund it, at your choice. This does not apply to planned maintenance announced in advance, or to outages caused by events outside our control.

7. How to ask

Email support@horsika.com from the address on the account, or write to , . Tell us the account and what you are asking for. No particular form is required.

8. How long it takes

Refunds are issued using the same payment method you used, at no charge to you. We process them without undue delay and within 14 days of accepting the request. How long the money then takes to appear depends on your bank, usually a few working days.