Freshain Horse Farm · Customer Information
Delivery Policy
Clear delivery arrangements, complete paperwork, transparent payment terms, and responsible transportation with horse welfare at the centre of every decision.
Policy overview
Everything you need to know before delivery
Freshain Horse Farm aims to make horse delivery and transportation arrangements clear, orderly, and responsible. Before a delivery is confirmed, customers should understand the agreed costs, deposit requirements, paperwork, delivery location, scheduling conditions, and handover process.
This policy should be read alongside the applicable purchase or transportation agreement. Specific fees, payment deadlines, refund conditions, delivery regions, and document requirements must be confirmed in writing for each transaction.
Purpose of This Policy
This policy explains the general process for arranging delivery of a horse or other agreed farm purchase through Freshain Horse Farm. It sets out the responsibilities of the farm and customer, including payment, documentation, scheduling, transportation, and receipt of the animal or goods.
Delivery arrangements may differ according to the horse, route, destination, service selected, and legal requirements. The written agreement for the specific transaction takes precedence where it lawfully sets out more detailed terms.
Mandatory Delivery Deposit
A mandatory delivery deposit applies when it is specified in the written purchase or transportation agreement. The agreement must state the deposit amount or percentage, due date, accepted payment method, and how the deposit will be credited toward the total amount payable.
The deposit may be used for agreed initial logistics and preparation costs, such as scheduling transport or planning the route. Customers should receive confirmation or a receipt. A deposit does not independently guarantee a particular delivery date.
Deposit Payment and Verification
Before paying, customers should verify the payment recipient, amount, and purpose using the farm's confirmed business contact details. Payments should be made only through the methods specified in the written agreement or confirmed through an independently verified business channel.
Customers should retain receipts and transaction references. The farm should confirm receipt and identify any outstanding requirements. Customers should not send money to an unverified account or pay unexplained charges.
Mandatory Paperwork
Before delivery is confirmed, customers must complete the documentation reasonably required for the transaction. This may include a signed purchase or delivery agreement, contact information, delivery address, payment confirmation, and identification where lawfully required.
Depending on the route and transaction, additional paperwork may include horse identification, ownership-transfer records, veterinary certificates, movement permits, or customs documents. The farm should explain which documents are needed, who must supply them, and the applicable deadlines.
Horse Identification and Ownership Records
Where a horse is being sold or transferred, the relevant identification and ownership documents should be checked before handover. Depending on applicable rules, these may include a horse passport or equivalent record, registration details, microchip information, and transfer forms.
Customers should confirm that the records match the horse involved in the transaction. The farm will not knowingly state that an official document has been issued, approved, or transferred when this has not occurred.
Veterinary and Movement Documents
Horse transportation may require veterinary certificates, health records, tests, movement permits, or other official approvals. Requirements vary according to the horse, origin, destination, route, and current regulations.
Customers should confirm requirements with the relevant veterinary or animal-movement authority. Delivery may be delayed if documents are missing, expired, inconsistent, or awaiting approval. No document should be altered or represented as official without proper authorisation.
Delivery Scheduling and Confirmation
Scheduling can proceed once the applicable deposit is received, required paperwork is complete, and essential transport arrangements have been reviewed. The farm will communicate a proposed date or delivery window and identify any outstanding conditions.
Dates remain estimates until confirmed in writing. Weather, road conditions, vehicle availability, official checks, or horse-welfare concerns can affect timing. Customers should avoid relying on an unconfirmed date for non-refundable travel or accommodation plans.
Accurate Address and Recipient Availability
Customers must provide a complete delivery address, a working contact number, and any access instructions needed for the transport vehicle. The destination must have a suitable and safe area for unloading the horse.
An authorised recipient should be available at the agreed time. If access is unsuitable or no recipient is present, delivery may need to be rescheduled. Any additional costs must be explained and handled according to the written agreement and applicable law.
Preparing for the Horse's Arrival
Customers should prepare a secure unloading area, suitable containment or fencing, clean water, appropriate shelter, and any necessary assistance before the horse arrives. The horse should be allowed time to settle into its new surroundings.
Relevant information about diet, handling, behaviour, health, and known care needs should be shared before transport. If the horse has a condition that may affect its ability to travel, appropriate veterinary advice should be sought.
Delivery Fees and Additional Charges
The written agreement should identify the delivery fee, deposit, outstanding balance, and known additional expenses. Depending on the arrangement, costs may include agreed transport charges, tolls, or official documentation fees.
Additional charges should have a valid contractual basis and be disclosed clearly. Unexpected expenses should be explained and approved where required before being incurred, except where urgent action is legally necessary to protect the horse or people.
Outstanding Balance and Payment Terms
The agreement must state when the remaining balance is due and which payment methods are accepted. If full payment is required before dispatch, that condition must be disclosed before the customer commits to the transaction.
The receipt or agreement should show how the deposit is applied and the amount still payable. Payment questions should be handled through documented customer-service channels without threats, misleading statements, or fabricated legal requirements.
Delivery-Day Inspection and Handover
At handover, the recipient and delivery representative should verify the horse's identity and observe its general condition where safe and practical. Relevant paperwork should be provided in accordance with the agreement and applicable requirements.
Visible concerns should be recorded accurately, with photographs or other supporting evidence where appropriate and safe. A delivery signature should not be used to conceal an issue or remove rights that cannot lawfully be waived.
Proof of Delivery
Proof of delivery may include a signed record, the handover date and time, a transaction reference, and confirmation from the receiving person where appropriate. Both parties should retain copies of relevant records.
Personal information should be handled securely and used only for legitimate transaction, safety, or legal purposes in line with applicable privacy requirements.
Delays, Cancellations, and Rescheduling
If delivery is delayed, the farm should communicate the reason and provide an updated estimate when reasonably possible. Customers should notify the farm promptly if their availability or address changes.
Deposit refunds, cancellation fees, and rescheduling charges are governed by the written agreement and applicable law. The agreement should explain whether a deposit is refundable, partly refundable, or non-refundable and the conditions that apply. A deposit is not automatically forfeited in every circumstance.
Animal Welfare During Transportation
The horse's welfare must remain a priority throughout transport. Suitable handling, appropriate equipment, journey planning, ventilation, rest where required, and compliance with relevant transport rules are essential considerations.
If a horse becomes unfit to travel or a veterinary concern arises, the journey may need to be delayed or stopped while appropriate professional advice is obtained. No payment arrangement or delivery deadline overrides applicable animal-welfare obligations.
International and Cross-Border Deliveries
International delivery may require import or export permits, veterinary certification, customs paperwork, identification records, and official approvals. Requirements vary between countries and may change.
Before the arrangement is finalised, the parties should confirm who is responsible for each document, official fee, transport booking, and import condition. A delivery date cannot be guaranteed while essential approvals remain pending.
Missing or Incorrect Paperwork
If documents are incomplete or inconsistent, the farm should explain what needs to be corrected. Delivery may be placed on hold until the necessary records are supplied or the relevant authority resolves the issue.
Official veterinary, ownership, registration, and transport documents must be corrected through the appropriate issuing authority or authorised process. Delays arising from paperwork will be handled according to the agreement and applicable law.
Complaints and Disputes
Customers with concerns about a deposit, delivery fee, document, delay, or handover should contact the farm through its verified business details. Include the agreement or order reference, explain the concern, and attach relevant supporting records.
The farm should acknowledge the concern within a reasonable period and work toward a fair resolution. Where direct resolution is not possible, applicable consumer-protection, mediation, regulatory, or legal procedures may be available.
Privacy and Document Security
Identification records, addresses, contact details, payment confirmations, and horse records should be collected only where reasonably necessary or legally required. Access should be limited to authorised personnel and records retained for an appropriate period.
Customers should use verified communication channels to send sensitive documents. The farm should not request passwords, banking login details, or unrelated credentials to process a delivery.
Policy Updates and Contact Information
This policy may be updated when farm procedures or legal requirements change. The applicable policy version and any transaction-specific conditions should be communicated appropriately and recorded in the written agreement.
For questions about deposits, required documents, delivery costs, or a scheduled handover, customers should use the verified contact information shown on the farm's official website or written agreement.
Customer checklist
Before final confirmation, make sure you have reviewed the written agreement, verified the deposit and payment recipient, received a receipt, completed the required paperwork, confirmed the delivery address and recipient, prepared a safe arrival area, and understood the refund and rescheduling conditions.
Freshain Horse Farm's delivery principle: clear terms, accurate paperwork, responsible transportation, and respect for horse welfare.