Cancellation Policy & Refund Policy 

 

All booking cancellations 7 days prior to departure date and time booked will be refunded in full minus a $10 per person booked service fee.  

Any cancellations requested after this, within 6 days to 72 hours of your departure date and time booked will receive 50% of the deposit made. 

No refund is available when given less than 72 hours before the departure date and time booked. 

 

Manual Group Bookings (not booked through the website and 10 seats and over) – please be aware that cancellation and reschedule policies for large group bookings may differ from timelines mentioned in standard policies, please check with us first if you have any questions. All large group bookings will have policies and terms and conditions outlined to them at the time of confirmation of booking and will supersede information stated on this website. 

 

Please be sure about your booking date, time and availability before you book to avoid any issues. Once a booking is made we have reserved a horse for you, if non attendance for any reason is to occur we need ample opportunity to replan and possibly resell the seat to another customer. 

 

This cancellation policy applies to all bookings made even if a booking is made after the timelines mentioned above, e.g. If a client books a trail 48 hours before a trail is due to depart and changes their mind or cannot attend, no refund can be provided. 

 

These policies are strictly followed at all times to ensure the facility is organised and runs efficiently. 

Please understand there is a lot of organising and planning that goes into running our trails including rostering adequate and appropriate staff to meet correct support ratios and trail experiences, transportation of horses to the beach and back in trucks and floats etc, setting up and packing up for trail rides can take up to three hours each way and requires immense preparations. We cannot simply cancel staff shifts short notice and or easily return horses back home without causing fiscal implications.  

 

If you are unsure of anything in our policies please call or email us to discuss further. Please be reminded that we are a business and have obligations to our company, horses and staff to ensure fair, safe and efficient practices are maintained at all times. 

 

Covid Policy (As above) – Please note in the event of a Covid-19 Restriction advised by the government our Covid-19 policy will come into effect immediately and supersedes any of our other policies. 



Reschedule or Postpone Policy 

 

If you should need to postpone or reschedule your trek for any reason we do require a minimum of 72 hours notice. We are happy to find another suitable day and time for you to attend your trail when given this minimum notice period. 

 

Please note that all rescheduled treks can only be booked on days when we have space available and are operating and for the same deposit value. For example if you need to reschedule and you are booked on a one hour trail on a Tuesday we may only be able to reschedule to another one hour trail on a similar day and time. We cannot promise to offer a reschedule on a high peak season day (summer saturday) if you have previously booked on off peak day (winter tuesday), or offer to take you on a higher value trail without you paying the difference. However we will do our best to accommodate you and get you in again on a date that works for both parties (customer and operator) as soon as possible. 

 

Should you need to reschedule your trail we suggest you email us with your original booking reference number and a couple of future dates that are suitable for you, you can check our open dates on our calendar to see what days we will be open as our days change seasonally throughout the year. 

 

We cannot offer future refunds for trails that have already been postponed or rescheduled. Please read our cancellation refund policies above which only apply to the original booking date and time. A rescheduled trek for a future date does not then apply to the cancelation and refund policy but only applies with this rescheduling policy and can only be redeemed by attending our facility for one of our services or options. 

 

What if I can’t rebook? 

 

We understand this is difficult and situations can come up suddenly and we promise to work our hardest to find a solution for you and be as flexible as possible but we cannot offer refunds for any trails rescheduled. 

If you cannot find an immediate date to reschedule to, we are happy to hold your deposit for a year to reuse with us, or you can give it to another person to use. We have also found solutions such as providing a gift voucher for the full deposited amount that can be given as a gift to another person or the deposit may be used for one of our other services we offer. Please note all and any changes made to a deposit and booking must fit within our rider requirements e.g. under our weight limit and over the age of 5 years old etc (see our full terms and conditions for rider requirements).

 

Manual Group Bookings (not booked through the website and 10 seats and over) 

Please be aware that cancellation and reschedule policies for large group bookings may differ from timelines and conditions mentioned in standard policies, please check with us first if you have any questions. All large group bookings will have policies and terms and conditions outlined to them at time of confirmation of booking and will supersede information stated on this website. 

 

Please be sure about your booking date and time and availability before you book to avoid any issues. Once a booking is made we have reserved a horse for you, if non attendance for any reason is to occur we need ample opportunity to replan and possibly resell the seat to another customer. 

 

Our reschedule policy applies to all bookings made even if a booking is made after the timelines mentioned above e.g. If a client books a trail 48 hours before a trail is due to depart and changes their mind or cannot attend, no refund can be provided nor can we promise to reschedule the trek. We try our best to accommodate and provide solutions in difficult situations and we understand that short notice issues can present themselves unexpectedly, please call or email us to discuss or for clarification. 

 

These policies are strictly followed at all times to ensure the facility is organised and runs efficiently. 

Please understand there is a lot of organising and planning that goes into running our trails including rostering adequate and appropriate staff to meet correct support ratios and trail experiences, transportation of horses to the beach and back in trucks and floats etc, setting up and packing up for trail rides can take up to three hours each way and requires immense preparations. We cannot simply cancel staff shifts short notice and or easily return horses back home without causing fiscal implications.  

 

If you are unsure of anything in our policies please call or email us to discuss further. Please be reminded that we are a business and have obligations to our company, horses and staff to ensure fair, safe and efficient practices are maintained at all times. 

 

Covid Policy (As above) – Please note in the event of a Covid-19 Restriction advised by the government our Covid-19 policy will come into effect immediately and supersedes any of our other policies. 



Weather Policy 

 

Muriwai Beach is a microclimate and if you’re unsure of the conditions we encourage you to call us, as often the sun is shining when it’s miserable elsewhere.

We do ride in all weather except in cases where we cannot ride due to safety reasons e.g. high winds, thunder and lightning etc. If we need to postpone a trek due to it being unsafe to proceed we will call you as soon as we possibly can to reschedule the trek and this is at our discretion when the 72 hour reschedule window has passed. We live on the safer side of caution and we watch the weather extremely closely, if we feel that the trek could be significantly affected safety-wise we will make the appropriate call. As we mentioned Muriwai is a microclimate and mostly we are safe enough to go ahead, we may just advise you to bring a raincoat during the wetter months so come and experience the “Wild West Coast”.

We are however mindful that not everybody likes riding in the rain so if you need to reschedule due to a bad weather forecast or any other reason you need to call 72 hours in advance to reschedule your horse trek. We are happy to postpone and transfer your deposit as required to an appropriate date and ride. 

Please note that all rescheduled treks can only be booked on days when we have space available and are operating and for the same deposit value. For example if you need to reschedule and you are booked on a one hour trail on a Tuesday we may only be able to reschedule on another one hour trail on a similar day and time. We cannot promise to offer a reschedule on a high peak season day (summer saturday) if you have previously booked on off peak day (winter tuesday), or offer to take you on a higher value trail without you paying the difference. However we will do our best to accommodate you and get you in again on a date that works for both parties (customer and operator) as soon as possible. 

 

Should you wish to reschedule your trail because you are concerned about weather we suggest you email us with your original booking reference number and a couple of future dates that are suitable for you, you can check our open dates on our calendar to see what days we will be open as our days change seasonally throughout the year. 

 

We cannot offer refunds for trails that have to be postponed on our end due to weather or have already been postponed or rescheduled. Please read our cancellation refund policies above which only apply to the original booking date and time. A rescheduled trek for a future date does not then apply to the cancelation and refund policy but only applies with this rescheduling policy and can only be redeemed by attending our facility for one of our services or options. 

 

What if I can’t rebook?

 

We understand this is a difficult situation and good weather cannot always be predicted accurately when making a future booking. Please take this into consideration when making your booking and we advise you to check the forecast. We also advise you to read our cancellation policy and if making a booking for the future, make a note of our required notice periods for cancellations and rescheduling times. 

 

We can promise that if the trek needs to be rescheduled we will work our hardest to find a solution for you and be as flexible as possible. If you cannot find an immediate date to reschedule to, we are happy to hold your deposit for a year to reuse with us, or you can give it to another person to use. We have also found solutions such as providing a gift voucher for the full deposited amount that can be given as a gift to another person or the deposit may be used for one of our other services we offer. Please note all and any changes made to a deposit and booking must fit within our rider requirements e.g. under our weight limit and over the age of 5 years old etc (see our full terms and conditions for rider requirements).

 

Manual Group Bookings (not booked through the website and 10 seats and over) – please be aware that cancellation and reschedule policies for large group bookings due to weather may differ from timelines and conditions mentioned in standard policies, please check with us first if you have any questions. All large group bookings will have policies and terms and conditions outlined to them at time of confirmation of booking and will supersede information stated on this website. 

 

Please be sure about your booking date and time and availability before you book to avoid any issues. Once a booking is made we have reserved a horse for you, if non attendance for any reason is to occur we need ample opportunity to replan and possibly resell the seat to another customer. 

 

Our weather reschedule policy applies to all bookings made even if a booking is made after the timelines mentioned above e.g. If a client books a trail 48 hours before a trail is due to depart and changes their mind or cannot attend, no refund can be provided nor can we promise to reschedule the trek if they change their mind because of weather. We try our best to accommodate and provide solutions in difficult situations and we understand that short notice issues can present themselves unexpectedly, please call or email us to discuss or for clarification. 

 

These policies are strictly followed at all times to ensure the facility is organised and runs efficiently and safely. 

Please understand there is a lot of organising and planning that goes into running our trails including rostering adequate and appropriate staff to meet correct support ratios and trail experiences, transportation of horses to the beach and back in trucks and floats etc, setting up and packing up for trail rides can take up to three hours each way and requires immense preparations. We cannot simply cancel staff shifts short notice and or easily return horses back to home without causing fiscal implications. Please understand that we do our best to safely operate in not ideal weather situations and on occasion we may need to postpone and very short notice, this is to ensure we keep you safe, we do not control the weather nor can we 100% predict the weather we just work with it exercising safe practices at all times. 

 

If you are unsure of anything in our policies please call or email us to discuss further. Please be reminded that we are a business and have obligations to our company, horses and staff to ensure fair, safe and efficient practices are maintained at all times. 

 

Covid Policy (As above) – Please note in the event of a Covid-19 Restriction advised by the government our Covid-19 policy will come into effect immediately and supersedes any of our other policies.



Late Shows or No Shows 

 

What happens if you don’t turn up for your trek or are late?

As it is a lot of work to get the horses transported to the beach and ready for your trek (it takes 3 hours before the first ride and 3 hours after the last ride), we can’t offer to reschedule or refund for “no shows”, no exceptions. 

We often have waitlists for our treks especially at weekends and we can’t reassign your horse to another person if you do not show up.

We have dealt with this situation often in the past, hence the strict policy on this, we need ample opportunity of time to do our job and safety processes thoroughly for every trek. 

We do not appreciate the difficult conversation we then have to have with you when you have arrived even only 5 minutes late as we will in accordance with our health & safety policy turn you away with no opportunity to receive a refund or reschedule as you have missed key riding information and affected the day’s schedule. Please understand that we will in no way jeopardise our policies, licences, and the safety of you or anyone else because you have not allowed enough time to travel to us or are late for any reason.