Refund policy

HorseLink stands behind every transaction processed on the platform. Refunds follow the rules below and are designed to protect buyers from misrepresentation while keeping sellers solvent against capricious cancellations.

Nothing in this policy reduces consumer rights you have under the laws of your country. Where local law mandates broader refund rights, those rights apply.

Funds held in escrow remain refundable to the buyer until the buyer presses Release in the inspection window. If the buyer opens a dispute during inspection, the platform freezes the funds and our trust team reviews evidence from both parties before issuing a refund or release.

Once a buyer releases funds, those funds become non-refundable through the platform — disputes after release must be settled directly between the parties or through the dispute-resolution process described in our Terms.

Stripe network fees on the original charge are returned by Stripe alongside any platform-issued refund. The HorseLink platform fee on a refunded escrow is also returned to the buyer in full.

A Featured Listing fee ($39) buys 15 days of premium placement plus an automatic post on HorseLink's social channels. The fee is non-refundable once the placement begins, because the social-share value is consumed at the start of the period.

If a featured placement fails to publish for technical reasons attributable to HorseLink, we will either re-run the placement or refund the fee at our option.

The HorseLink Verified fee ($69.99) covers Stripe Identity verification of a single user. The fee is refundable in full if the verification cannot be completed for reasons attributable to HorseLink or Stripe (e.g., service outage, system error).

If you fail Stripe Identity for reasons within your control (poor document image, expired ID, mismatch with your profile), you may retry the verification using the same paid session at no additional charge. We do not refund failed verifications that were attempted with valid documents.

The HorseLink Verification Certificate fee ($199.99) covers a manual review of horse papers, ownership history, microchip and passport documentation. It is refundable in full if our team determines the horse is ineligible for certification before review begins, or if review cannot be completed within 30 calendar days.

If we determine after review that the horse does not qualify (e.g., paperwork defects, ownership cannot be confirmed), we refund 50% of the fee — the remaining 50% covers reviewer time already spent.

Breeding lead purchases ($25 each) are non-refundable once the lead has been delivered to your dashboard. If a delivered lead turns out to be a duplicate of one you have already purchased within the previous 90 days, contact support and we will refund the duplicate.

If you initiate a chargeback through your card issuer for a transaction processed on HorseLink, your account will be suspended pending review. We strongly prefer to resolve disputes through the in-app process, which is faster, free, and more flexible than chargeback adjudication.

Where a chargeback is upheld against HorseLink for an escrow that has already been released to a seller, HorseLink may withhold future seller payouts to recover the loss.

Email refunds@horselink.com with your account email, the transaction ID, and a short description. We acknowledge requests within 1 business day and complete eligible refunds within 5 business days. Refunds return to the original payment method.