STOCKIST CODE OF CONDUCT

 

 

For Scootboot Stockists 

2026

 

TABLE OF CONTENTS

 

VALUES 3

CUSTOMER SERVICE 3

PRODUCT KNOWLEDGE 4

SIZING & FITTING 4

BRAND CONSISTENCY 5

COMMUNICATION 6

RETURNS POLICY 6

CONFIDENTIALITY 6

PROFESSIONAL CONDUCT 8

RESOLUTION OF CONCERNS & ISSUES 8

 

 

 

VALUES

At Scootboot, we value our Stockists and the way we work together to help educate and promote the benefits of barefoot horses and Scoot products.

 

Our customers come first in everything we do and we strive to innovate and impress our customers at all times. 

 

Our customer service philosophy is to treat every interaction as an opportunity to promote our product, educate our customers and leave a lasting positive impression of Scootboot.

 

Our commitment to excellence extends to every aspect of our business, including our relationships with Stockists and customers. We encourage our Stockists to share our commitment to excellence by observing this Code of Conduct (the Code). 

 

By adhering to the Code, you will contribute to the promotion of barefoot horse care and maintain the reputation of Scootboot products while ensuring excellent customer service standards.

 

CUSTOMER SERVICE

1. Listen to your customers and take time to understand their needs. Do what you say you are going to do. It is your responsibility as a Stockist to ensure that your customer is happy with their purchase. 

2. Provide, if possible, an easy-to-navigate website for customers to explore the Scootboot product range and your services. A user-friendly website with clear contact information enhances the customer experience and fosters trust. 

3. Have processes set up to provide invoices and receipts for transactions.

4. Provide high-quality customer support and take full responsibility for sizing and post-sale fitting. 

5. Respond to and rectify any valid and reasonable complaint made by a customer with a friendly, can-do attitude, upholding the values of integrity and respect, within a reasonable period of time. 

 

PRODUCT KNOWLEDGE

Ensure you have a sound understanding of Scootboots and how the equipment and accessories will benefit your customers. 

 

Utilise the Stockist Hub to increase your knowledge with the Scootboot training modules, step-by-step guides, updates and marketing materials.

 

SIZING & FITTING

1. Correct sizing and fit is critical to the customer’s enjoyment of the products. Incorrect sizing or fitting may cause damage to the Scootboot brand and reputation. 

2. Take time to care about the welfare of the horses you’ve been entrusted to look after. This includes taking the time to understand the needs of the horse you are sizing and asking questions of the owner to help guide you to provide the right advice. 

3. Act with integrity and be open and honest with your customers. Do not pursue a sale if a horse has unsuitable hooves. Set realistic expectations, particularly with horse rehabilitation and transitioning to barefoot.

4. Sizing shells are a great tool for accurately sizing your customers, either in person or by hire. They must not be sold to end-users. They are not intended for riding and cannot be guaranteed for any activity beyond sizing. 

 

BRAND CONSISTENCY

Present a unified visual identity to reinforce the Scootboot brand in accordance with the Brand Guidelines, to ensure customers recognise Scootboot products easily:

 

1. Showcase current Scootboot colours and models in all promotional materials and communications, including website imagery, social media platforms, and marketing materials. 

2. Clearly define yourself as a Scootboot Stockist, and distinguish your business as an independent entity separate from Scootboot. Use of the Scootboot Approved Logo will help achieve this - please see logo usage for further information.

 

COMMUNICATION

It's important to communicate clearly about Scootboot products and sizing.

 

1. Refer to the product descriptions on each product page on scootboot.com for online and traditional marketing, and sales.

2. Use the sizing guides for Scootboot Classic, Scootboot Adjust, Scootboot TheraRide and Scootboot Skin provided by Scootboot at scootboot.com. Do not use unofficial guides as it can confuse users and lead to errors.

 

RETURNS POLICY

A comprehensive returns policy is essential for customer satisfaction and trust. 

 

Model your returns policy on the Scootboot retail returns policy and make it publicly available to potential customers.​

 

CONFIDENTIALITY

Respecting confidentiality is vital to maintaining trust and integrity in business relationships. Stockists should adhere to confidentiality regarding commercially sensitive information. Breaching confidentiality could significantly damage our marketing strategy and erode brand trust with our customers. 

 

What is confidential information?

1. Wholesale rates for Stockists

2. New product releases.

3. New product variants - including but not limited to sizes and colours.

4. Price changes.

5. Sales or offers

6. Promotions.

7. Brand partnerships.

 

Your obligation with confidential information:

 

1. Keep it secure.

2. Ensure team members and staff keep it secure. 

3. Tell Scootboot immediately if you think someone might be accessing or sharing confidential information.

 

Scootboot will share confidential information with you before releasing it to the general public.  Communication will include when public announcements will be made.

 

PROFESSIONAL CONDUCT

Please treat your customers, as well as the Scootboot Team and your fellow Stockists, with respect. 

1. Public Comments: Scootboot will not publish any negative, disparaging or unsupportive comments about you or your business, and we kindly ask for the same respect in return. We ask that Stockists maintain a professional and respectful approach when communicating publicly about Scootboot and other Scootboot stockists, and refrain from making comments that are defamatory, misleading, malicious or intended to damage the reputation or commercial interests of another party. Any concerns or disputes should, where possible, be raised directly with Scootboot so they can be addressed privately and professionally. 

2. Fellow Stockists: We do not encourage reports from Stockists about the general commercial activities of other Stockists. Scootboot independently monitors Stockist behaviour and will take any action required to protect the premium Scootboot brand. However, if you become aware of a serious matter involving a fellow Stockist such as a horse welfare issue, illegal activity, harassment, discrimination, or other misconduct you should report it to Scootboot immediately.

 

RESOLUTION OF CONCERNS & ISSUES

We value our relationship with you, and we value our collective Scoot customers. Our relationship is mutually beneficial, and we depend on each other.

 

If you have an issue or concern with any aspect of our products or services, please contact us as soon as possible. Please give us the opportunity to resolve any issues or concerns at the first instance. 

 

Direct confidential communication maintains the integrity of the Scootboot brand, which benefits both Scootboot and the Stockist community.

 

Date of review: 10 August 2026