Booking Procedures

HILLS requires a minimum of 5 clients in order to run any of our activities, therefore we reserve the right to cancel an activity at anytime, due to lack of enrollment. Full refunds will be made to clients if they paid for a trip that was unable to fill or they can be transferred to another trip of the client’s choice.

Delays or re-scheduling due to weather are out of our hands and HILLS will not be financially responsible for the consequences of those events.  For example if the group has to stay an extra night due to a snow storm, clients will be billed the additional charges incurred to HILLS for hotel, food, trip leaders, van rental, etc.. Partial refunds will be made for any cancellations of trips that are due to weather.  If a trip departure is delayed due to inclement weather or delayed by the airline, we will continue with the trip even if that means fewer days of travel.  The client will have the choice to continue on the shortened trip or to have a partial refund.

HILLS is very flexible with payment plans however all spaces on trips are on a first come first serve basis and without a deposit we cannot hold a spot for any client.  A $500 deposit for overnight trips is required to save a spot on a specific trip.  We can send invoices and receipts and we accept credit cards online or you can mail money orders and checks or deliver cash to our office.  For our day trips, clients can pay on the day of the trip with either cash, money order or check.

If a client makes a cancellation within 1 month of travel a partial and occasionally a full refund will be possible, however if the airfare has been purchased we cannot refund the airfare at all.

All clients must carry with them a valid state ID that has not expired and will not expire during the dates of travel. If the trip involves flying and the client does not have a valid ID, the client’s guardian or caregiver will be called to pick them up. If for some reason the client is not able to be picked up and the rest of the group therefore misses their flight, a minimum $500 fee will be applied to that client and/or guardian and could be more depending on what the airline charges us to change the entire groups tickets due to your mistake. No refunds will be made if a client misses a flight due to their own fault, such as being late.

HILLS is not responsible for any lost luggage by an airline or lost items by a client during any of our activities. We highly recommend that clients do not bring anything that is of great value to them, clients are 100% responsible for their own belongings. We will always document a description of the luggage that a client brings with them, in case an airline should lose their luggage at anytime.  Due to the potential of an airline losing luggage, we require that all clients allow trip leaders to hold onto their medicine in a carry-on bag during the days of travel.

As stated in our consent form, for any travel outside of the client’s state of residence, if the client ONLY has Medicaid they are not covered for medical emergencies and MUST pay an extra fee for HILLS to purchase additional medical coverage.  If you would like to purchase your own supplemental travel health insurance you may do so, however we will need a copy of that coverage stating the person’s name, dates of coverage, and limits/range of medical coverage that is included.

If a client has a medical emergency during our travel, the client is fully responsible for all costs incurred by that emergency and will be billed after the trip.  Whenever possible our staff will stay with that client at the hospital for as long as needed but if it involves staying at the hospital overnight and/or for multiple days we cannot guarantee we can stay with them the entire time and someone else will need to fly out to attend to their needs.

 

NEW HILLS DAY TRIP POLICIES

Due to the popularity of our HILLS day trips we have new payment and notification policies to assure a higher level of quality in our programs and continue meeting the social and recreation needs of our clients.

All day trips will need to be paid for in full one week prior to the trip departure.  This can be done online with a credit card payment, or you can mail in a money order or check made payable to HILLS.

If a client is sick or has an emergency situation that is out of their control and they need to cancel participation with less than one week (7 days) of notice, HILLS will refund any and all funds that we have not spent yet.  IF we have already purchased our entrance tickets, we cannot refund the ticket cost but will refund all other money.

If a client decides to not participate on a trip, and it is a non-emergency related reason, for example, they just don’t feel like going anymore, and they give HILLS less than one week (7 days) of notice, no refund will be made.

If a client cancels, no matter what reason, with greater than one week (7 days) of notice we will refund 100% of money paid.

If trips reach their full capacity, we will begin a wait list so that you can add your name to the list in case someone cancels.  We will not add anyone to a trip within 5 days of a trip, even if it has not reached full capacity.

The Monday before your day trip, we will mail out to all participants their pick-up and drop-off windows as well as their trip leader/driver’s name and cell phone number.  This mailing will arrive Tuesday or Wednesday to your residence.  Occasionally we are on overnight and out-of-state trips the week prior to your day trip and in those cases we will mail your times even earlier.  We will also give in writing any special instructions necessary for that specific day trip.  Finally, we will call the Thursday before your trip to confirm that you have received our mailing.  If you do not answer the phone we will leave a message and it is your responsibility to call us back if you have any further questions.

* These policies do not apply to our overnight and out-of-state trips.

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