Cancellation Policy

Last Updated: 24 April, 2025

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1. General Overview

This Cancellation Policy (”Policy”) governs all booking cancellations, subscription terminations, and gear order reversals on the Stella Jensen platform ("Stella", "Jensen", "we", "our", or "us"). By using our services, you agree to be bound by this Policy, as well as our Terms of Service and Privacy Policy.

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2. Booking Cancellations

2.1 Cancellation by Users

• Free cancellation is available up to 48 hours before the scheduled booking start time.
• Cancellations made between 24 and 48 hours before the start time will be charged 50% of the total booking price.
• Cancellations made within 24 hours of the scheduled start time are non-refundable, except in cases of documented emergencies (see 2.4).

2.2 Cancellation or No-Show by Stable, Instructor, or Photographer

• If a stable cancels a confirmed session, the user is entitled to either:

  • A full refund, or
  • A free rescheduling of the entire session.

• If an instructor or photographer cancels or fails to attend the session:

  • The user is entitled to a partial refund corresponding to the portion of the booking fee allocated to the missed service (e.g., instructor or photographer fee), or
  • A complimentary rescheduling of the missed component, meaning the user will not be charged for the instructor or photographer’s fee in the proceeding session (subject to availability).

• Refund amounts will be calculated based on the individual service fees listed at the time of booking.

2.3 No-Shows

• Users who fail to attend a session without canceling will be marked as “No-Show” and are not eligible for refunds or credits.

2.4 Exceptions

• Exceptions for late cancellations or no-shows may be granted in cases of:

  • Medical emergencies
  • Severe weather
  • Horse injury
  • Instructor illness

• Valid documentation is required, and each case is reviewed individually.

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3. Subscription Cancellations

• Users can cancel subscriptions at any time.

• Cancellations take effect at the end of the current billing period.

• No refunds are issued for unused portions of billing cycles, unless required by law.

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4. Gear Order Cancellations

• May be canceled within 1 hour of purchase, provided the item has not shipped.

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5. How to Cancel

• Cancellations must be made via your Stella Jensen account or by emailing sales@stellajensen.co.za with your booking/order ID.

• The timestamp of the request determines eligibility for a refund or fee.

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6. Refund Timing

• Approved refunds are processed within 7 business days and returned via the original payment method.

• Additional processing time may apply depending on your financial institution.

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7. Disputes

If you believe a cancellation was handled incorrectly, contact legal@stellajensen.co.za to initiate a review under our Dispute Resolution Policy.

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8. Policy Changes

This Policy may be updated at any time. Updates become effective once published. Continued use of the platform constitutes acceptance of any changes.

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9. Contact Us

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

• Email: legal@stellajensen.co.za
• Address: Kalkofnsvegur 2 3rd Floor 101, 101 Reykjavík, Iceland
• Phone: +354 527 2787

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Effective Date: 24 April, 2025
Last Reviewed: 24 April, 2025
Approved By: Stella Jensen Legal Team