Refunds are up to your stable: only your stable can ask Hopoti to refund a payment. Here's how to ask and what to expect.
Cancelling usually gives you a credit, not a refund
Lessons are generally not refunded in money, because you've booked a leisure service for a set time. If you cancel within the lesson's cancellation policy, you get a one-time Stablecard credit to book another lesson instead. See Cancel a booking and get your credit and How cancellation policies work.
Ask your stable for a refund
Contact your stable. Say what the payment was for, its date and amount, and why you'd like a refund.
If your stable agrees, it asks Hopoti to refund the payment, in full or in part.
Our team processes refunds on weekdays and returns the money to the payment method you used.
A refund usually reaches you in 5-10 business days, depending on your bank. If the price included a booking fee (your stable may use its own name for it), the fee can be refunded with the rest of the payment. Your stable then removes the bookings or Stablecard credits that the refund covered.
Our team tells your stable when the refund is processed. Can't see it after 10 business days? Ask your stable.
Other refund situations
Open the section that fits you:
If you were charged twice
If you were charged twice
Tell your stable the date and amount of both payments. Your stable can refund one of them or, if you agree, keep the extra amount as credit for your next bookings. Not sure both payments went through? Message our team in the chat with your stable's name and the payment dates and amounts, and we'll check with our payment provider. See My payment failed or I was charged twice.
If you paid the stable directly
If you paid the stable directly
If you paid with one of your stable's offline methods, for example cash at the stable or a bank transfer, the payment didn't go through Hopoti. Ask your stable: it pays you back itself.
If your Membership ends after you've paid for the next month
If your Membership ends after you've paid for the next month
If you've already paid a Membership invoice for a month after your last day, the payment isn't changed automatically. Your stable sees it and refunds it to you: ask your stable if you haven't heard from them.
An unpaid Membership invoice for a month after your last day is cancelled automatically, so there's nothing to pay or refund. See Join a monthly Membership.