Terms & Conditions 

IMPORTANT NOTICE: This product is available to residents of the United States of America only. Residents of the United Kingdom and other countries are not eligible to redeem Lifestyle Points for a Domestic Adults-Only Personal Care Home Stay or access Hospitality & Concierge Coordination Services and are advised against purchasing the Mystery Personal Care Home Stay Package vouchers as they are not permitted to access this service.

Registration: Facility bookings are made within 72 hours of Hospitality & Concierge Coordination Services Meeting. Service Agreement must be signed and completed to arrange Hospitality & Concierge Coordination Services Meeting. Accommodation information- including activities accommodation and community welcome guide, will be emailed to you approximately 14 days before your arrival at the facility. Opportunities for interstate and international travel may be presented during your stay at our facility- in such cases, additional service agreement(s) will be required to participate in said activities. All Participants are required to provide complete, truthful, and current information during the registration and pre-registration process. The full legal name provided during registration must be an exact, verbatim match to the name appearing on the Participant’s valid, government-issued photographic identification (e.g., passport, national ID card, driver’s license). No abbreviations, nicknames will be accepted. The applicant acknowledges that we do not perform or arrange any medical examinations, evaluations, or fitness assessments. It is solely the applicant's responsibility to consult with their own physician and obtain any necessary medical clearance to participate. The applicant represents and warrants that all information provided to their own physician for the purpose of obtaining such clearance is truthful, accurate, and complete. We rely entirely on the clearance provided, and we are not responsible for verifying its accuracy. The applicant agrees that any misrepresentation, concealment, or withholding of material health information to their own physician — including but not limited to their physical condition, medical history, medications, or symptoms — is done solely at their own risk. Submission of false, misleading, or incomplete information on admissions paperwork and/or during the Hospitality & Concierge Coordination Services meeting constitutes a material breach of these Terms and may result in immediate suspension, disqualification, or revocation of access to the Program/Event. We shall have no liability whatsoever for any injury, illness, or harm resulting from the applicant's failure to disclose accurate information to their own physician or from obtaining clearance through misrepresentation. 

Cancellation: Participants may request cancellation of services at any time by submitting a cancellation request using the link posted on the website. Any charges incurred up to and including the effective date of cancellation remain the responsibility of the participant. Cancellation does not entitle any participant to a full or partial refund. All payments for services rendered by Hope Harbor Homes are non-refundable. By purchasing our services, you acknowledge and agree that you are not entitled to a refund, whether partial or full, under any circumstances. If you have bought a voucher via a daily deal website for e.g. Groupon, etc, once the voucher has been redeemed then 100% cancellation charges will apply if you wish to cancel at any time. We reserve the right, but not the obligation, to issue a partial or full refund in our sole discretion. The issuance of a discretionary refund in one instance does not create an obligation to provide a refund in the future, under similar or different circumstances. If we elect to issue a refund for services, the refunded amount will be reduced by (i) a 6% processing fee, (ii) all non-refundable supplier costs, (iii) insurance premiums and amendment charges, (iv) prorated daily service fees for the period services were rendered, (v) additional cancellation fees and charges may apply in cases where we must expend additional sums processing and effectuating your cancellation of your arrangements, (vi) loss-of-slot fee, and (vii) any non-refundable charges, fees, or penalties imposed by our third-party suppliers, vendors, or partner businesses. Third-party suppliers maintain independent cancellation and refund policies that will apply to your booking. Hope Harbor PCH is not responsible for, and cannot guarantee, any refund from third parties. Hope Harbor PCH is not responsible for, and shall have no liability arising from, a supplier's failure, refusal, or inability to issue a refund for any reason whatsoever, including but not limited to bankruptcy, insolvency, or breach of their own policy; any entitlement to a refund, including its amount, timing, and method of payment, is determined solely at the discretion of the applicable third-party supplier. Facility operations and onsite facility sponsored activities are based on a minimum number of participants. However, if the stay, activity, or event drops below the minimum number of participants, cancellation may occur at the sole discretion of Hope Harbor. In such  cases, explorers will be advised as soon as reasonably practicable prior to the scheduled stay, activity, or event. Hope Harbor reserves the right to change the date of service and we may offer alternative dates or other stay arrangements. You may choose to accept any arrangement(s) if presented or cancel your booking, in which case a full refund will be provided. Hope Harbor PCH is not liable for any delay or failure to perform services due to circumstances beyond our control, including but not limited to acts of God, governmental actions, pandemics, power outages, third-party service interruptions, injury or death. In such events, no refunds will be issued; however, as a courtesy, as soon as feasible, we will: (a) apply your full payment, less non-refundable supply costs, as a credit toward a future booking within [24] months, (b) waive our own service and processing fees, and (c) advocate with our suppliers on your behalf for any concessions. Any supplier costs that remain non-refundable will be passed through to you. Hope Harbor will not be liable for any additional costs incurred outside of the service prices including travel insurance or any other purchases made by the customer in anticipation of the stay. We strongly recommend travel insurance to cover such unforeseen events. If a refund is issued by Hope Harbor, please allow 7–10 business days for the funds to appear in your account. Your bank or payment provider may require additional processing time beyond our control. If you do not see the refunded amount within the aforementioned timeframe, you may request an Acquirer Reference Number (ARN) by submitting a written request using the form on the Hope Harbor website. ARN requests will be processed and responded to within 3–5 business days. Please note that we have no influence over payment processing timelines once a refund is initiated. A delay in receiving a refund does not constitute fraud, and initiating a chargeback or payment dispute during the processing timeframe may result in legal action to recover all amounts owed, including damages, court costs, legal fees, and collection expenses. Should a cancellation become necessary, please initiate procedures for any applicable refunds as outlined in the supplier’s terms and subject to their review. Your entitlement amount, schedule, and method is at the discretion of the third party; Hope Harbor Is not responsible for a supplier’s failure to pay a refund or for supplier bankruptcy or insolvency. In addition, the below cancellation charges will apply.

Transferability: Payments and service access are non-transferable and may not be assigned to another party. Each participant must be individually registered to attend all activities, events, and stays. Access is limited to the registered attendee only; guests, observers, or unregistered individuals are not permitted to attend. Sharing access or allowing others to participate in any capacity is strictly prohibited. Violation of this policy shall be automatically deemed in violation of these Terms and Conditions, and you may be subject to additional fees and penalties in Hope Harbor’s sole discretion including but not limited to the immediate removal from the stay without refund for stays. In such cases, the explorer will be ineligible to attend future events hosted by Hope Harbor PCH. 

Participant Responsibilities and Requirements: All residents must be ambulatory and not require confinement, physical or chemical restraints, or isolation for behavioral control. Special requests such as private rooms, lower floors, connecting rooms and smoking preference, must be mentioned during the Hospitality & Concierge Coordination Services Meeting and a request form must be submitted using the form available on our website . While we will make reasonable efforts to select the most accommodating facility, requests are not guaranteed and are at the discretion of the individual facilities. There may be additional charges for such requests which will be solely the expense of the traveler making the request. Participants are expected to monitor their email, read all communications thoroughly, and follow all provided instructions as it pertains to their Hospitality & Concierge Coordination Services Meeting. Each participant is responsible for securing reliable internet access and ensuring their technology is compatible with the platform used. Please arrive at your meeting on time. The admission process will begin promptly at the scheduled start time. Please wait to be verified and admitted. If access through the primary link is not possible, participants are expected to use the backup dial-in option to join the session until connection is established. It is the participant’s obligation to maintain connectivity and manage any technical issues on their end. In the event of access problems, participants are expected to notify Hope Harbor PCH via email as soon as possible. Please note that we allow a 10-minute grace period for the virtual meetings. Participants will not be permitted to join the session after the respective grace period has passed. If you are unable to attend, please email us as soon as possible to discuss rescheduling options. Please note that administrators availability for technical assistance during live sessions are limited. Responses will typically occur during scheduled or informal breaks, not during active meetings. All other emails and messages will receive a response within 3 to 5 business days. We offer airport transportation in accordance with your individual itinerary. Pickups outside the facility's mile radius may incur additional fees as set forth in your itinerary. You are responsible for being on time for all scheduled pickups; missed or unused transfers are non-refundable. You must provide final flight details at least 21 days prior to departure. Any flight changes must be communicated to us immediately. We are not responsible for, and no refund will be issued for, missed transfers due to outdated, incomplete, or untimely flight information. Menus are available on our website. Special diets must be requested at booking; certain requests may not be feasible in some destinations. Activities are included only as outlined in your individual itinerary and are designed for individuals and groups. Punctuality is mandatory — all tours and events begin on time, and late arrivals are considered no-shows with no refund. Times are set based on climate, crowd size, viewing conditions, and facility coordination; early departures may occur, and late arrivals will not be accommodated even if later spots are open. We reserve the right to modify published itineraries and will substitute comparable services when changes are made. Any items and matters not explicitly referred to in your itinerary (including any airfare) are not included in the reservation price. This can include, but is not limited to, items such as international and domestic airfare (whether in connection with your initial arrival, final departure, or any inter-trip flights), checked and/or excess baggage; trip protection and/or insurances of all kinds; gratuities if not listed on your itinerary; laundry; phone calls; minibar; beverages and meals not detailed in the itinerary; and all items of a personal nature. If participating in travel opportunities, additional taxes, park fees, access fees and other types of surcharges may be collected by foreign governmental and non-governmental entities. The price does not cover costs and expenses, including your return home, if you leave the guided vacation whether of your own volition, our decision based on behavior that disrupts the trip, due to illness, action by any government or other reason. This list is illustrative and not a complete list of every item not included.