Audience: Riders and parents (with a short section for organisers) Last Updated: 2026-10-13
Overview
Refunds for event entries are set and issued by the organiser of each event, not by Horsify. Each organiser has their own refund and cancellation policy, and they decide whether you get money back and how much. When you check out, you agree that cancellations and refunds are handled by the organiser under the policy shown on their event.
This guide explains what you can do in Horsify, what happens to your money in each situation, and when to contact the organiser.
Check the Event's Refund Policy First
- Before you enter: the event page shows a Refund Policy section when the organiser has written one.
- After you enter: go to My registrations (in your account menu), click View details on the entry and scroll to Refund & Cancellation Policy.
If it says "No refund policy has been provided for this event", contact the organiser to ask what applies.
How to Ask for a Refund
If you can't go at all: cancel your entry
- Go to My registrations and click Cancel entry on the entry.
- Add a reason if you like, then click Yes, Cancel.
This sends a cancellation request to the organiser. Your entry shows Pending Cancellation until they act on it. If they approve it and you paid online by card, whatever is left of the card payment for that entry is refunded to your card automatically, and any club credit you used on it is restored. Full steps are in Withdrawing From an Event or Scratching a Class.
If you're dropping one class: scratch it, then contact the organiser
Scratching a class yourself doesn't refund its fee. If you'd already paid for it, contact the organiser and ask about a refund under their policy.
If the organiser cancelled the event
You don't need to do anything to start a refund. Horsify tells you the event has been cancelled and, if you've paid, that the organiser will arrange your refund. The organiser issues it, so contact them if it hasn't arrived.
If you moved to a cheaper class
At events that let you change classes yourself, moving to a cheaper class after paying gives you the difference as club credit with that club, not a card refund. You can use it on your next entry or booking with them.
What to Expect
| Situation | What happens to your money |
|---|---|
| Organiser approves your cancellation, you paid by card | What's left of your card payment for that entry is refunded automatically (anything already refunded isn't refunded twice). If one payment covered several family members, only this rider's share comes back. |
| Organiser approves your cancellation, you paid by bank transfer or cash | Not refunded through Horsify. Talk to the organiser. |
| Organiser declines your cancellation | No refund. Your entry stays Confirmed. |
| You scratch a class yourself | No automatic refund. Ask the organiser. |
| You change to a cheaper class (where allowed) | The difference you've paid becomes club credit with that club. |
| The organiser cancels the event | The organiser arranges refunds for paid entries. |
Seeing your refund: open the entry from My registrations and look at Payment & Refund History. A refunded payment shows as Refunded or Partially Refunded, with the amount, date and reason. Card refunds go back to the card you paid with; how long they take to appear on your statement depends on your bank.
For Organisers: Issuing a Refund
You need to be an admin, or staff with Finances at Manage. There are four ways, depending on the situation:
- Approve a cancellation request. Find it under the Pending Cancellation filter on your registrations page. Approving it refunds whatever is left of the entry's card payments and restores any club credit used on it. Cash and bank transfer payments aren't refunded automatically. Horsify then tells you what happened to the money, including any amount paid in cash or by bank transfer that you need to return yourself. See Approve/Reject Registrations.
- Refund a cancelled entry. A paid entry that's Cancelled and not yet refunded shows a Refund button on the registrations page. It refunds whatever is left of the entry's card payments.
- Scratch a class and refund its fee. When you scratch a class on a card-paid entry, tick Refund [fee] to the rider. If the entry wasn't paid online, refund the fee yourself.
- Refund any amount from Payment Management (Finances → Transactions in the organiser menu). Open the payment, choose Reverse Payment, enter the refund amount (all or part of the payment), choose how it's being refunded (the original payment method, bank transfer, cash, cheque, club credit or other) and click Confirm Refund. See Payment Dashboard.
If you're cancelling a whole event, see Cancel Events: cancelling doesn't refund anyone, so refund paid entrants yourself.
Frequently Asked Questions
Can Horsify refund me directly? Entry fees are paid to the organiser, and whether you get a refund is the organiser's decision under their policy, so please ask them first. If you can't reach them, email support@horsify.com.au.
I cancelled but my entry still says Pending Cancellation. The organiser hasn't actioned your request yet. Nothing is refunded until they approve it. Contact them if it's been a while.
My cancellation was approved but I can't see a refund. Check Payment & Refund History on the entry. If there's no refund there, you may have paid by bank transfer or cash, or the card refund didn't go through. Contact the organiser either way.
Related
- Withdrawing From an Event or Scratching a Class
- How to Enter an Event
- Approve/Reject Registrations: for organisers
- Payment Dashboard: for organisers
- Cancel Events: for organisers
Support
Questions? Email us at support@horsify.com.au.\n\n---\n\nSource: wiki/features/RIDER_EVENT_REFUNDS.md \nLast synced: 2026-10-21 13:19:25 UTC