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Privacy Policy & Terms of Use

Horse & Heart

Privacy Policy & Terms of Use


Horse & Heart Holistic Horsemanship is a sole trader business owned by Marie Franco and based in The Teign Valley, Dartmoor, UK.

Its registered office is at Lytchett House Ltd, Unit 13 Freeland Park, Wareham Road, Poole BH16 6FH.

Please state clearly on all post the name and address of the sender as well as an accurate description of contents.

Horse & Heart is the data controller of your personal data.

You can contact us by phone on +44 78 66 877 423  or by email on


We reserve the right to update this policy from time to time at our discretion. If we do so, the updated version will be effective as soon as it is displayed on our website:


Horse & Heart is a social venture created for educational & healing purposes: offering training in social skills and employability, community building, resilience and healing. Horse & Heart supports one person & the horses who work as partners to make it exist. As a very small enterprise we cannot have charity status but we operate with a Not-for-Profit ethos, investing any surplus to our running costs back into the social & educational projects we live for. Our goal is to offer education and healing to anyone who needs it, reaching out especially to those in difficulty. Income from paying clients and sponsorships both serve to fund services for social projects.



Horse & Heart is fully qualified and insured to provide the services it offers. We take our clients' and patients' health and safety very seriously and every care is taken to keep people and animals safe. However, there are inherent risks to our activities and services and accidents may occur. Interacting with animals is dangerous as they remain unpredictable. Changes in the behaviour of animals can be observed following a session or treatment and safety around animals should never be taken for granted.

All users of Horse & Heart services and premises, whether for private bookings or public events are therefore  responsible for:

- Their own Health & Safety at all times, and that of their children and animals.

- Looking after their belongings at all times.

- Attesting that their own, their children's or/and their horse’s mental & physical health allows them to take part in the activities / sessions provided.

- Their decision to take part in sessions / activities / attending events, and understanding the risks.

- Acting responsibly and according to the rules of each venue and its associated risks (terrain, farming equipment, fencing etc) and supervising their children.

- Where relevant, bringing their own, certified equipment for the activities they join in and /or providing adequate facilities for the sessions they take at home. Participants may be  turned away with no refund if they do not bring adequate equipment.

- Making the instructor / venue manager aware of any specific need.

- Where relevant, taking out appropriate insurance for equestrian activities and related, or public liability insurance where applicable.

- Seeking medical or veterinary advice for any concern – we do not offer medical diagnosis.

- Working on oneself through practices of self-development. This can trigger deep and strong emotions in participants. It is the client's responsibility to engage only in exercises they feel capable of handling, and to seek professional therapeutic advice or care should they need it. Clients remain responsible for their own and for their children's mental / emotional well being and for letting the Horse & Heart instructor know at any point if they feel the need for more support or care so that they can be redirected to a specialist.

Horse & Heart does not take responsibility nor accept liability for any accident, injury or damage resulting from the client not observing those responsibilities, or from risks inherent to its activities and events.

Marie Franco is a qualified and competent practitioner who has had years of experience and research and has achieved great results in all her fields of work. She continues to train and to seek further development in the fields she is passionate about. Her teaching approach and training curriculms are continuously updated and enriched with new levels and depth of knowledge and skills. Marie remains open to tailoring the sessions to everone's needs, wherever possible. It is not always possible to satisfy everybody and it is also the student / patient's responsibility to take an active part in their own learning / healing.

Booking a session implies the understanding that the service will be delivered to the best of our knowledge and skills, in genuine sincerity and integrity.

Students & patients of Horse & Heart must be prepared to take responsibility for their own learning / healing journey.

We reserve the right to refuse a service / attendance to an event at any point to anyone showing offensive, threatening or aggressive behaviour, or who is under the influence of drugs or alcohol. No refund will be issued in such a case and you will be asked to leave the premises. The behaviour will be reported to relevant authorities.

It is not permitted to bring pets and unbooked children or people to Horse & Heart events and sessions. Horse & Heart cannot take any responsibility nor accept liability for pets, children, or anyone that is not booked to a session or event.

Terms of Bookings


Booking a session, course or package is a commitment to attend.

No-show sessions or lateness on the client's part are the client's responsibility and no refund nor extra timed can be claimed.

Any cancellation will incur a minimum booking fee of a minimum of 3% of the price of the session.

Sessions cancelled or rescheduled less than 48h in advance will be charged for in full.

To cancel or reschedule a session please use the link provided in your confirmation / reminders emails. Please do NOT request a cancellation or modifiication by email or phone message as we cannot guarantee a timely reception.

Lesson Packages do not expire and are not refundable. Sessions within a package must be used by the same person. Although there is no time limit as to when each session might be booked, we recommend fortnightly sessions for best results.

Workshop, Demo and Course applications (for sessions of 3 hours or more) cancelled or rescheduled less than 8 days prior to the start of the course will be charged for in full.
With more than 30 days' notice these can be rescheduled for free or refunded minus a £15 admin fee.
Between 8 and 30 days prior to the start of the course, they can be rescheduled for a £15 admin fee or refunded at 50% of the booking fee.

Group workshops, demos and courses (of 3 hours or more) must be cancelled or rescheduled at least 8 days in advance for a refund to be claimed.
With more than 30 days' notice these can be rescheduled for free or refunded minus 25% of the booking fee.
Between 8 and 30 days prior to the start of the course, they can be rescheduled for a 25% admin fee or refunded down to the cost of the minimum number of participants required (for example, for an event where the minimum number of participants is 3 but was booked for 5 people, we will refund the equivalent of 2 places).
Any group refund will be sent to the Group Coordinator to sort out with their group members.


The True Ways Apprenticeship programme is booked per term and individual sessions are not refundable. No refunds can be given for cancellations occurring less than 1 month before the start of term. Between 1 and 3 months before the start of term refunds can be offered if the place is filled by another student.

The Distance Learning Course “Touching Their Hearts” is not refundable. Rescheduling is subject to conditions and may incur an admin fee.

Each course may have its own refunds and cancellation policy, please read the T&C on each booking form carefully.

We reserve the right to also apply an admin fee at a £12/h rate to any refund if deemed to have incurred additional work.

Taster sessions are as defined by their name: an opportunity to try the Holistic Horsemanship approach and see if it suits you. Taster sessions may only be booked once for a given student. Thereafter please use the Lesson Packages for your sessions. Taster sessions are not compulsory and new students may book Packages straight away.

We reserve the right to cancel or postpone a session or event, or deny someone attendance without a refund: if the situation is deemed inappropriate or unsafe, e.g. if the client does not wear the compulsory safety equipment, if they are under the influence of alcohol or drugs, or if the client’s behaviour is intimidating or offensive in any manner whatsoever, if an animal is not in a state of good health, or if the setup offered by the client is unsafe or inadequate.

We may have to cancel or postpone a session or an event in case of impractical or extreme weather conditions, or in case of circumstances beyond our control. Full refund or rescheduling at no extra fees will be offered where that is the case.
Please note that if the session, course or event is running but you prefer not to attend in the weather of the day, we cannot offer a refund.

Please be aware that when buying a package detailed T&C of the service(s) within the package will apply – these will be displayed upon booking each session.

Sponsorship Donations   

Donations made under our sponsorship programme are true gifts with no expectations in return to the donor. For example, donors cannot claim any benefits, privileges, services from or influence over Horse & Heart.

Donations made to Horse & Heart are not eligible for Gift Aid or tax relief.

We vow to be true to your money and to use it only for the purpose you have given it for.


In support of anti money laundering law we request all sponsors to kindly identify themselves when making a donation. All personal data that you provide to us must be true, complete and accurate.
You must only make a donation in your own name and never register under someone else’s name, or fill in the form on behalf of someone else.
Doing so or giving false information may be against the law and/ or lead to prosecution.   

Your data is collected, stored and processed according to our Privacy Policy as stated below.
We will never sell or share your data with anyone else.


Volunteers, Working Students & Partners

All members of our team must comply with H&S rules and with GDPR law. Partners may be governed by their own internal rules.

Anyone joining the Horse & Heart team is responsible for the legality of their entry in the UK for volunteering & work purposes.


If you experience disappointment or reservations about one of our services please try and talk to us immediately to let us know how you are feeling and which need isn't being met. We endeavour to deliver the best possible quality in our services and to take everyone's uniqueness into account, and we will always be open to discussion. If however you still wished to make a complaint, please send us a letter or email with your full name, the full name of your child or animal if relevant, the date, time and title of the event, followed by a clear description of the situation, why it did not meet your expectations, and what you did at the time to let us know you needed a change. We will endeavour to reply to any complaint within 7 days of receiving it. If you haven't heard from us after a week please re-send your email and phone or text us as well to let us know that you have sent us an email.  


All artwork, photos (to the exception of Wix's free material), videos, and course programmes on this website, as well as the curriculums in the lessons and those distributed by Horse & Heart in any manner, are the property of (or permitted use by) Horse & Heart. They cannot be used or distributed by a third party without prior written consent.



How we collect, store and share your data and why


We collect, store and process the information you give us on the basis of consent only, in accordance with the Data Protection Act and the General Data Protection Regulation coming into effect on May 25th 2018. We assess and audit our privacy practices accordingly.

In general, we may store or process your information on our IT devices such as computer and phone, using the devices’ own hard drives or storage systems as well as third party storage providers such as (but not exclusively) icloud, Dropbox or Mailchimp (a) as well. Our devices are protected by the relevant security measures and third parties may store, process and protect data according to their own privacy policies. We may also share your information with third parties we work with or hire to participate in the organisation of events or administration tasks, and you agree for your information to be processed by them according to their own privacy policy. We only use third party software or services directly relevant to the functioning or our activities. We review the information we store each year and erase what is no longer relevant to our communications with you. We may hold information that we are legally required to hold such as disclaimer forms and health assessments relevant to the activities you have taken part in with us.


You may ask us at any time to view, to update or to delete information that we hold about you. To do so please simply contact us by email or phone.


Please note that as a sole trader I am not always able to pick up my phone and as signal is poor on Dartmoor voice messages don’t always come through. The most reliable way to notify me is by email and please allow for some delay before your request is processed in case I am away teaching a course. Never rely on facebook or messenger to reach me. If you haven’t heard back from me within 7 days please do try again! I will always answer all queries, if I do not get back to you, it means that I haven’t received your message.



1. Direct Emails

When you email us directly via our email address or our website, you agree for your email address, name and any information that you share in your emails to be stored in our emails and processed by our emailing platforms and email hosting providers (b)(d) in accordance with their Privacy Policies.

We will only use the information and contact details you provide in your emails to answer your query and organise the service you have asked for. This may include third party bodies whom we work with or call onto in the process of organising your service, and you agree for your information to be processed by those parties as well. Your information will not be transferred to any parties (with the exception of spam or abusive content which will be reported to providers and relevant authorities).


2. Newsletter

When you register to receive our newsletter your name, email address and other information you share on the form will be stored and processed by Mailchimp (a) in accordance with their Privacy Policy and Terms. These will only be used by Horse & Heart to send you updates on events and offers by email. You can unsubscribe from the newsletter at any time using the “unsubscribe” button at the bottom of the newsletter or by contacting us by email or phone.


3. Phone number

When you give us your phone number we may also store it in the company phone contact list if we need to contact you regarding an upcoming event or lesson you are signed up on, for example to organise details of your participation or to let you know of a cancellation or delay, or should an emergency arise with your child if they are taking part in one of our events. We will never phone you for any other reason than those related directly to your participation in an event, whether prior organisation, emergencies or any complaints or queries you might have afterwards. If you do not give us your phone number we may not be able to contact you to give you important information relating to your participation, which is why phone numbers and emergency contact details are mandatory on booking forms. Access to our contact list is protected by the security codes offered on our devices and we will never transfer your number to anyone without your consent, however, it will be processed by our phone manufacturer (c) and contract provider (d) as well as other apps we may use to be in touch with you (e) according to their own privacy policies. If you need to be contacted regarding an event you are taking part in you may be contacted by a staff member or volunteer working for Horse & Heart on the day. Staff members and volunteers must all sign a confidentiality clause when enrolling and are not allowed to keep, use, or transfer your contact details or information in any way. When giving us your phone number you agree for this information and any conversation we may have to be processed and protected by those third parties as well.

Any spam or abusive call / message and the details or their author will be reported to providers and relevant authorities.


4. Contact via Apps & Social Media

If you contact us via an app or another platform such as Whatsapp, Facebook, Messenger, Facetime or Skype for example (but not exclusively), you agree for your data and/or social media activity to be processed by these companies and providers and stored and protected according to their own privacy policies.

Any spam or abusive call / message and the details or their author will be reported to providers and relevant authorities.


5. Bookings & Donations

When you book onto a lesson, course or event, or when you make a donation to sponsor us, we may also ask you for your postal address, date of birth, a health assessment (for yourself, your child or your animal), emergency contact person and a description of your background and goals in addition to your email address and phone number. All personal data that you provide to us must be true, complete and accurate. You must not register under someone else’s name. To take part in any of our activities or benefit from our services we ask you to fill in a disclaimer form: this is mandatory to the use of our services and by using our services you agree for this information to be collected and held and to comply with its policies.

We collect this information about you in order to best assess how to meet your needs, but also in order to protect your health and to comply with our insurance requirements. We will only use it to contact you in relation to the event you are booked in on, for organisation purposes or to deal with any questions you might have or complaints you might make relating to the event or otherwise.

This data is stored on our computer and/or phone systems using the relevant software and is subject to the same controller and processor protection as previously described.

Our online booking system is operated by Acuity Scheduling (g). When using this booking system you agree for your data to be processed, stored and protected by that booking system according to their own privacy policy.

All personal data that you provide to us must be true, complete and accurate.

You must only fill in this form for yourself, your own children animals, or those you are the legal guardian of.
You must not register under someone else’s name and you must not fill in the form on behalf of someone else or someone else's children or animals. Doing so or giving false information may invalidate your insurance cover and/ or lead to prosecution.  


6. Photos & Videos

Pictures and videos may be taken during our courses, classes and events. Images taken by us are used for educational and marketing purposes and may appear in our newsletter, on our website, in the press or on social media. Images may be processed by third party individuals or companies whose services we employ to help with design and marketing. Please note that once published, especially on social media, images may be transferred outside of the UK and EU. For simplicity of handling, we ask every participant to a course or event to agree to their pictures and videos being used in those ways, or that of your children and animals when they are involved. If however, you requested that images featuring yourself, your children or your animals may not be used by us or be removed from a digital publication, please do let us know and we will be happy to delete them from our system. Please understand that we can only do the best we can to erase existing data and there are certain circumstances where it may not be possible to do so in retrospect: for example if a picture has been published in the printed press, or if a photo or video has already been shared in a newsletter or on social media. Therefore please do make sure that you let us know in time of any objections you may have to the use of images you have a right to. We are also unable to guarantee that images are not taken by another participant, visitor or other third party or to control how these may be used, on social media or otherwise. Therefore by taking part in our events you accept this risk and accept to take responsibility for it. We will however always respect your objections in as much as we have the control to do so.

7. Feedback

We will often ask you for feedback about your sessions or experience with Horse & Heart, or you may spontaneously share your impressions with us by phone, text or email. This helps us improve the quality of our services and to tailor them to your needs. We may use your feedback on marketing material such as our website, facebook, our newsletters, in articles printed in the press or in other printed material. We will never share any sensitive information about yourself in the feedback that we share and will always ask for your permission before displaying your name.


8. Website


Our website is hosted by Wix (b) and using it is subject to Wix's terms of use regarding privacy and data collection. Your activities on this site may automatically be collected and stored, and cookies may be used. The information collected could include your computer or other device’s unique ID number; your mobile device’s geographic location; your IP address; technical information about your device such as type of device, web browser or operating system; your preferences and settings such as time zone and language; how long you used the website for and which services and features you used. Wix uses this information is used for statistics and marketing.

Our website may contain links to other websites. Once you have used these links to leave our website, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this policy. You should exercise caution and look at the privacy statement applicable to the site in question.


9. Vidéo-Conferencing

Events and appointments taking place online via video conferencing are hosted by external platforms (such as Wix or Zoom). By signing onto to these events you agree to the terms & conditions and data protection policiy of the platforms used.

10. Third Parties

To put it simply : the people we are likely to share your data with are as follows :

- the people or organisations involved in putting together an event, for example our staff or volunteers, a professional partner, the place where students will be put up or the event’s host etc

- people we call on to for specific business tasks such as printers and designers or online platform such as Vistaprint (for images only of course)

- all digital and IT software, platforms, providers, booking system etc involved in processing your data in normal admin tasks whether on computer or phone, as well as third party analytics platforms involved in the use of our website.

- in case of a dispute, legal bodies and professionals in charge of the file.


We would never sell or otherwise share or transfer our contact lists. We keep your personal information private and never share anything that isn’t strictly relevant to the normal functioning of an activity. We always treat you and any information relating to you with respect.


In more detail: We only share personal data with third parties to respond to legal requirements (including under the Data Protection Act 1998 and from 25 May 2018, the General Data Protection Regulation 2016/697) or to protect a third party’s rights, property, or safety; to our associated companies who may be working with us to provide an event; to marketing and design companies we call upon (images only); to accommodation and transport providers for an event; to any service providers, sub-contractors and agents that we may appoint to process your data and perform functions on our behalf and in accordance with our instructions, payment providers, IT service providers, accountants, auditors and lawyers; and in connection with, or during negotiations of, any merger, sale of assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company. Accordingly you agree that such third parties will process your personal data in accordance with their own privacy policy. We will never otherwise transfer your data to anyone else within or outside the UK and EU without your prior written consent.


Examples of third parties who may process the data you shared with us (this list is non exhaustive and is for information only. Other third parties may be involved particularly in the processing of digital data):


(a) Mailchimp: 



(b) Wix:

(c) Apple: or any other manufacturer.

(d) Vodafone UK: or any other network provider.

(e)  Whatsapp:


        Facebook & Messenger:


(f) Acuity Scheduling:





We shall process your personal data in a manner that ensures appropriate security of the personal data, including protection against unauthorized or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures. However, no system can be completely secure and theft or hacking is always possible. Therefore, although we take steps to secure your information, we do not promise that your personal data that you provide to us will always remain secure. In case of theft or violation where your data has been compromised we will notify you and the Information Commissioner’s Office and take the relevant steps.



Your rights


You have the right to obtain from us a copy of the personal data that we hold for you, and to require us to correct errors in the personal data that we process for you if it is inaccurate or incomplete. You also have the right at any time to require that we delete your personal data, or to object to the use of your personal data in general or specific ways.

To exercise these rights, or any other rights you may have under applicable laws, please contact us at or on +44 78 66 877 423.


In some cases it may not be possible to erase all of your data, for example if it needs to be held for legal reasons, or where it is physically impossible or involves disproportionate effort to retrieve from all the places it has appeared in. We reserve the right to charge an administration fee of £12 per hour when the request involves time-consuming efforts or to refuse to deal with the request if it proves to be out of proportion. Whenever reasonable your request will be processed with no delay and at no cost.





If any provision of this policy is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect.

This policy shall be governed by and construed in accordance with the law of England and Wales, and you agree to submit to the exclusive jurisdiction of the English Courts.

By using our services, our website, our social media pages and our booking system you agree to these Terms & Conditions.


Last updated: 5 Jan 2021

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