Terms & Conditions

This agreement is here to offer clarity and reassurance about how we’ll work together, so you can feel informed, respected, and safe from the very first step. Our approach is rooted in care, integrity, and kindness - just like the horses who guide us.

A Different Kind of Support

At Listening Horse, we offer equine-facilitated sessions that focus on emotional safety, self-connection, and nervous system regulation.

Sessions primarily involve ground-based interaction with horses and experiential activities that support awareness, regulation, and relational learning. Ridden elements may be included where appropriate, depending on the participant’s comfort, experience, goals, and safety considerations.

We don’t offer diagnosis or medical advice. Instead, we hold space for you to process at your own pace, with the support of a trauma-informed facilitator and the intuitive presence of horses.

Confidentiality & Emotional Safety

We believe emotional safety begins with trust. All information is handled with care and stored securely in line with UK GDPR and current data protection legislation.

What you choose to share will remain private, unless:

You request (in writing) for us to share something on your behalf
We have legal safeguarding obligations
There is serious concern for your safety or the safety of others

Client records will be kept for a period of seven years after the last contact, in accordance with the standards and legal requirements, and will then be securely disposed of.

Consent, Boundaries & Choice

You are always in control of your pace and participation.
Sessions are primarily ground-based, but may include ridden elements where appropriate and agreed upon.
The client-facilitator relationship is strictly professional. Any form of dual relationship that could impair the facilitator's objectivity, professional judgement, or therapeutic effectiveness is avoided.
Boundarie - yours, ours, and the horses' - are always honoured. You’re welcome to pause, take space, or go at a slower pace at any time. Your wellbeing leads the way.

Payments and Refunds

At Listening Horse, we aim to keep things clear and flexible while honouring the time, care and preparation that goes into each session.

Sessions are payable in full unless otherwise agreed.
Payment can be made by bank transfer or cash. Invoices are usually issued a few days before the scheduled session. Payment is due on the day the invoice is received and must be completed before the session begins, unless alternative arrangements have been agreed in advance.
If session fees remain unpaid, future sessions may be paused until the outstanding balance is settled.
For sessions funded through schools, organisations, grants, or referring services, these payment terms may not apply and alternative arrangements will be agreed with the funding organisation.
Session fees may be reviewed periodically and any changes will be communicated in advance.

Cancelations & Rescheduling

We understand that life can be unpredictable, and we aim to be as flexible as possible should any cancelation or rescheduling be needed.

If you need to cancel or reschedule a session, please provide at least 48 hours’ notice where possible.
Sessions cancelled with sufficient notice can usually be rescheduled without charge.
Sessions cancelled with less than 48 hours’ notice may be charged at the full session rate.
If you do not attend a scheduled session without prior notice, the session may still be counted as delivered.
If the facilitator needs to cancel due to illness, safety concerns, severe weather, or horse welfare considerations, as much notice as possible will be given and the session will be rescheduled.

Session Attendance

When a session is booked, a session place and facilitator time are reserved specifically for the participant.
If a participant does not attend a scheduled session for any reason, the session will normally still be counted as delivered and may not be automatically rescheduled, as the time and preparation have already been allocated.
Rescheduling of missed sessions may be considered at the facilitator’s discretion and subject to availability.
Where sessions form part of a programme funded by a school, organisation, grant, or referring service, missed sessions are normally counted as delivered sessions and are not rescheduled unless agreed in advance.

Programme Allocation

Where sessions form part of an agreed programme or block of sessions, the allocated sessions are scheduled within the agreed timeframe and cannot be accumulated, transferred, or carried forward.
Missed sessions do not create additional sessions later in the programme unless this has been agreed in advance.

What to Bring & Wear

Our sessions happen outdoors in natur - part of the healing space itself.

We recommend:

Dressing warmly and comfortably for the weather
Wearing sturdy, closed-toe shoes
Bringing water and any essentials that help you feel grounded

Sessions take place outdoors and may be adjusted or postponed if weather conditions, ground conditions, or horse welfare considerations make it unsafe to proceed.

Inclusion & Sensory Support

Listening Horse welcomes individuals of all identities, backgrounds, and experiences.
If you’re neurodivergent, highly sensitive, or have specific access or sensory need - please let us know. We aim to adapt the environment wherever possible.

Our Promise to You

We are fully insured, DBS-checked, trauma-informed, and committed to ongoing supervision and professional development.

You can expect:

A grounded, calm, and caring facilitator
Horses that are well cared for and respected as co-facilitators
A space where you are not judged, rushed, or expected to perform

The effectiveness of sessions varies from person to person, and while we strive to provide the best of care, results cannot be guaranteed.

In-Between Sessions

You’re welcome to reach out by email if you have questions or need to reschedule.
We ask that deeper emotional processing is held within the sessions themselves where it can be supported safely.

Email: info@listeninghorse.co.uk

Phone: 07958 728 767

Crisis Support

Listening Horse is not a crisis service. If you feel at risk or in emotional distress outside of sessions, please reach out to your GP or a qualified crisis support service.
You are not alone—support is available.

Client Safety

Working with horses involves inherent risk due to the nature of interacting with large animals. While Listening Horse CIC takes appropriate precautions to support safety, participants must follow facilitator guidance at all times.

By attending sessions at Listening Horse, you are agreeing to participate in a way that honours yourself, the horses, and the space we share.
Safety, emotional wellbeing, and mutual respect are central to every session.
Participants agree to:
• Not approach, touch, or feed horses without guidance
• Not wrap lead ropes around hands, body, or neck
• Treat horses calmly and respectfully
• Follow facilitator guidance during all activities
Ask for support if unsure about anything
Anyone deliberately ignoring safety guidance may be asked to leave a session to protect the wellbeing of people and horses.

Complaints

Should you find yourself not satisfied with any aspect of our services, we have a structured complaint process in place to address your concerns. To raise a complaint, please contact us at info@listeninghorse.co.uk to request details of our complaint procedure. We will respond promptly to ensure your concerns are addressed fairly and efficiently.

Change of terms

From time to time, these terms may be updated to reflect changes in practice, professional standards, or legal requirements.
By continuing to engage in sessions after updates are published, you acknowledge and accept the revised terms.

If you have any questions about these Terms, please contact us at:

Email: info@listeninghorse.co.uk

Website: www.listeninghorse.co.uk