Host Help Centre
Guides and information for StableStop hosts
Cancellation Policies Explained
Overview
The cancellation policy determines what refund a rider receives if they cancel a booking, and how far in advance they must cancel. You select a cancellation policy when creating your listing.
The Booking Fee (8%)
The Booking Fee is non-refundable in all cases except when the host cancels a confirmed booking. If the host cancels, the rider receives a full refund including the Booking Fee.
What happens if I (the host) cancel?
- The rider receives a full refund of everything paid (including the Booking Fee)
- You may be charged a cancellation fee deducted from future payouts
- Repeated cancellations will reduce your search visibility and may lead to account suspension
Disease outbreak cancellations
If a government-issued disease movement restriction prevents horse movement, either party can cancel without penalty. The rider receives a full refund and the host is not penalised.
Which should I choose?
Firm protects you financially if a rider cancels at the last minute, but may deter casual browsers. Flexible attracts more bookings but carries more risk of late cancellations. Moderate is a sensible default for most hosts.