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.

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 current data protection laws.

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 of the National Council for Integrative Psychotherapy (NCIP) 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 typically ground-based, but may include ridden elements if agreed upon and appropriate for your goals, comfort, and safety.
Whether on the ground or in the saddle, your connection with the horse is guided gently and respectfully.
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.

Boundaries—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 charged in full unless notice of cancellation or rescheduling is received at least 3 working days in advance
Payment is accepted via online bank transfer or cash. Unless we’ve agreed otherwise, we kindly ask that payment is made at least 24 hours before your session, or within 2 working days of receiving your invoice.
If any session fees remain unpaid, future sessions may be paused/cancelled until the balance is settled.
Payments are generally non-refundable, unless required by law or clearly stated otherwise in our terms. That said, if something unexpected arises and you feel an exception should be considered, we encourage open and compassionate conversation. We’ll always do our best to respond with understanding and fairness.
Session fees are reviewed annually.

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 sessions are cancelled at least 3 working days in advance, There is no fee or cancellation fee applicable,

Any cancellations within 24 hours will be charged at the full session rate.
No-Show Policy: If you do not show up for your scheduled appointment and have not provided the required 24-hour notice, you will be charged the full cost of the session.
If a serious accident, emergency, or other unforeseen circumstance affects your ability to attend, please notify us as soon as it is safe and possible to do so. If we don’t hear from you, we will follow up within 24 to 48 hours of the missed session.
Should your facilitator be unable to attend, maximum notice will be given, and your session will be rescheduled at no cost to you.

We appreciate your understanding as we work together to create a consistent and respectful rhythm to your sessions.

What to Bring & Wear

Our sessions happen outdoors in nature—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 run in most weather conditions, but may be postponed during heavy rain, storms, or if field safety is compromised.

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 needs—please let us know. We are here to adapt, not to make you fit a mould.

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 emotional or reflective content be saved for our sessions, where it can be held with presence and support.

Email: info@listeninghorse.co.uk

Phone: 07870 639770

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.

A Gentle Agreement & Client Safety

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 at the heart of every session.

Our equine-facilitated programmes are rooted in creativity, responsiveness, and connection—with clear boundaries designed to keep both humans and horses safe. While there are very few rules, the ones we do have are important. Anyone knowingly or deliberately breaking them may be asked to leave a session or programme, to protect the wellbeing of all involved.

Client Safety Agreement

As a client, you agree to:

Not touch or feed any horse you have not been introduced to
Not wrap the lead line around your hand when leading a horse
Not wrap the lead line across your neck or shoulders
Not hit or physically punish any horse
Always tie a horse using a quick-release knot
Stay attentive to the facilitator at all times
Ask for support or clarification if you are unsure about anything

Site Safety Guidelines

To ensure everyone’s safety and to respect the herd:

Always tie horses using a quick-release knot and baling twine—never to fences or stable doors
Avoid standing directly in front or behind a horse (their blind spots). When walking behind a horse, either keep a hand gently on their hindquarters and stay close, or walk at least a full horse-length away
Never use physical violence or aggression. It escalates fear and will not be tolerated
When a facilitator calls a “Time Out,” stop and step away from the horse immediately
If a horse becomes unsettled, give it space—never try to restrain a bolting horse. Let go and call “Loose Horse”
When approaching a horse, go to their shoulder—not their face. It’s less invasive and more respectful
Monitor your feelings. Horses are sensitive to human emotions. If you feel overwhelmed, call your own “Time Out”
If you experience unfamiliar or unexplainable emotions, they may belong to the horse. Step back and ask for support
Only if it feels safe and comfortable, breathe deeply and consciously. Horses read and respond to your breathing

By participating, you agree to follow these guidelines to the best of your ability and to ask for help when needed. You are responsible for your own safety and by doing so, contribute to a safe space for others and the 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

At Listening Horse, we aim to keep our policies clear, current, and supportive of both your wellbeing and our responsibility as a service provider.

From time to time, we may update these terms to reflect changes in practice, professional standards, or legal requirements. Where appropriate, we may also share updates through a notice on our website or via direct communication.

By continuing to engage in sessions or access our services after these updates are posted, you’re acknowledging and accepting the revised terms. If you have any questions or would like to talk through the changes, we’re always happy to support that conversation.

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

Email: info@listeninghorse.co.uk

Website: www.listeninghorse.co.uk