THE FINE PRINT
View/ download waiver: HMH Waiver 2016
2021 Policy updates:
Please note that COVID -19 has had many impacts on the way in which Head-Line and our key partners now deliver aspects of our events and services. These impacts have resulted in some important changes to cancellation policies which may result in direct costs associated with the coordination of both daily experiences and special events.
Head-Line does not offer full refunds for cancellations due to weather conditions which are out of our control, for this reason, we strongly recommend travel insurance.
Weather Cancellation Policy
Please note that certain costs related to the coordination of your experience are non refundable and are not allocated to rescheduling or other related administration costs.
From time to time, guests may arrive at the heliport anticipating that the experience will proceed as planned. This does not happen unless Head-Line believes that there is a very high chance of success that the weather will allow us to fly to, and land on the Ice cap for your experience. Despite our best intentions, from time to time, the weather does not cooperate and the experience cannot proceed.
What is refunded?
In this case, any helicopter flight time that has not been used will be refunded. Any flight time associated with relocating aircraft to Whistler for special events is non refundable. Refundable amounts are allocated on a pro rata basis based on the size of each group.
What is NON refundable?
Costs relating to guides wages, food and beverage and upgrades are non refundable.
These costs are allocated on a pro rata basis based on the size of each group.
- Example: Total costs incurred: $500.00
Cost per person based on a group 5 Passengers = $100 /pp
Where there are 2 groups and group One has 2 Passengers and group Two has 3 passengers, the costs will be allocated on a pro rata basis = $200 to group One and $300 to group Two.
Where only one group is involved, all the related costs will be allocated to the one group.
We highly recommend all guests purchase trip cancellation insurance, trip interruption insurance, medical insurance and emergency evacuation insurance.
Contact your insurance broker to purchase or inquire with either of these two c o m p a n i e s . T r a v e l G u a r d www.travelguard.com C S A T r a v e l Protection www.csatravelprotection.com.
Weather is always a factor in our ability to execute experiences given we operate in very remote areas where weather data and web cam imagery is not available.
We fly to destinations outside the main Sea To Sky Corridor where the weather can be very different from what Environment Canada may report. We make every effort to use our experience, analyze weather models and confer with the pilots and peers when making decisions regarding the likely hood of success in executing these experiences. Despite our best intentions, we can not guarantee that when you arrive at the heliport that we will be able to fly on any given day.
Head-Line is not responsible for costs associated to cancellations due to weather.
Every effort will be made to reschedule an experience to an alternate date however the costs related to the day are non refundable.
Special Event – Non Refundable Administrative Retainer
Any special event being coordinated within a 30 day window of the departure date requires 100% funds in advance.
For events outside a 30 day window, the following payment schedule may apply. A 20%, Non Refundable Administration Fee of estimated costs is required once an initial estimate has been provided based on the Scope of an Event. Additional funds for services including the purchase, rental and retainers allocated to third party suppliers are also non-refundable.
The estimate will be calculated based on information provided to Head-Line which shall include:
- No. of Guests
- No. of scouting days if required
- No. of days anticipated for prep, event and wrap days
- Specific dates
- Volume and weight of equipment to be transported
- Resources required from Head-Line including crew and equipment
As this information changes or is updated, adjustments will be reflected in the remaining payment schedule.
Scope of Event
Estimates based on the Scope of Event will include:
- Air, ground and snow (ice) transport recommendations
- Head-Line crew requirements
- Mountain safety requirements
- Permit application support if required
- Logistical consultation
- Cost estimate
Once the 20% Non Refundable retainer has been received, Head-Line will commence finalizing the scope of work, securing specific aircraft, third party services and forecasting final costs more accurately based on specific aircraft availability. Flight manifest information may impact these figures so please be aware that Head-Line is not beholden to these estimates until all t=required information has been provided and finalized.
Remaining Payment Schedule
2nd Payment – 40% of total estimated costs is required no later than 60 Days in advance of the event.
3rd Payment – The final 40% of total estimated costs is required no later than 30 Days in advance of the event.
Scheduled payments are required to have cleared the bank prior to any work taking place beyond the initial Scope of Work. To avoid any undue delays and disappointments, we recommend payment be received 1 (one) week in advance of scheduled deadlines. There are no exceptions to this policy as Head-Line does not finance private events.
Credit Card Convenience Fee
Once the Scope of Event has been defined, an invoice will be emailed to you from Head-Line Mountain Holidays. Payment can be made by wire transfers, checks, money orders, e-transfers and/or major credit cards. A credit card convenience fee of 3.75 % will be applied if paying by credit card.
Refunds are issued through various processes including bank drafts and wire transfers and Credit Card Refunds. Any associated fees for drafts, e-transfers or wire transfers will be deducted from the refund balance. Refunds issued through the Square Processing System are issued by Head-Line Mountain Holidays shortly after the scheduled event, however, Square processing can take up to 10 Days or more.
Daily Scheduled – Heli Based Experiences
Our reservation and cancellation policies are standard in the industry. Significant financial commitments are made in advance of tours and services and are reflected in these policies. When weather or other conditions prevent helicopter related tours from taking place, every effort will be made to reschedule to another time or transferred to a trail based experience where applicable. The helicopter fee portion of the tour may be re-allocated to additional equipment rental including vehicles, trailers, snowmobiles, snowbikes or alternate activities as the case may be.
Cancellations – Groups of 1 to 5
All cancellations made within a 14 day period of scheduled tour times are subject to full cost of the tour and will be charged against the credit card on file. Cancellations made in advance of 14 days will be subject to a cancellation or rescheduling fee of 25% of the tour costs.
Cancellations – Groups of 6 or More
All cancellations made within a 30 day period of scheduled tour times are subject to full cost of the tour and will be charged against the credit card on file. Cancellations made in advance of 30 days will be subject to a cancellation or rescheduling fee of 25% of the tour costs.
Weather Cancellation Policy – Daily Scheduled Experiences
Circumstances may arise where we cannot fulfill your heli or ground based adventure package and you will need to be reimbursed. The basis for cancelling an excursion could be: Inclement weather, helicopter maintenance schedules, ice, avalanche or snowpack conditions:
1. If Head-Line Mountain Holidays decides to cancel the day before your trip, a 100% refund will be provided if the guest cannot be rebooked to another date later in the season.
2. If the decision is made to cancel your prior to your scheduled pick up time, a 100% refund will be provided if rescheduling is not an option.
3. If the decision is made to cancel or postpone your tour due to weather after your arrival at the heliport, a $150 per person administration fee will be charged with the remaining balance refunded. The administration fee can be applied as a credit towards a rescheduled trip later in the season. The credit is non-transferable and is valid for one year.
4. If we commence flying but any part of the tour cannot be reached or completed, Head-Line Mountain Holidays will reimburse the unused portion of the helicopter flight time plus applicable taxes.
5. If you are late and, or miss the scheduled pick up time or cause undue delays in the aircraft schedule you will be charged for the full price of the tour regardless of weather, as this impacts other revenue opportunities and impacts other guests schedules.
6. Rescheduling options are based on availability.
Weather Cancellation Policies – Custom and Special Events
All deposits and retainers are non-refundable in the amount of not less than 20% of estimated costs. Additional funds for services including the purchase, rental and retainers allocated to third party suppliers are also non-refundable. This is due to the allocation of funds to coordinate rentals, purchase of food and beverage, equipment, services and goods. Events are only cancelled in cases of extreme weather events or variables beyond our control and Head-Line is not liable for such weather impacts. Unused portions of helicopter time may be refunded and or funds may be reallocated to services appropriate to executing events as Head-Line deems appropriate. Weather option days may or may not be available and may or may not require retainers to hold the services for these alternative dates. Head-Line upholds the highest standards of integrity in the industry and assures all clients and participants that every conceivable option will be explored prior to cancelling an event or activity.
If we commence flying but any part of the tour cannot be reached or completed, Head-Line Mountain Holidays will reimburse the unused portion of the helicopter flight time plus applicable taxes.
Blue Room Cancellation Policy / Special Event
All details pertaining to this booking are subject to Head-Line Mountain Holidays and Four Season Resort and Residence cancellation policies.
As with all of Head-Lines Special Events, various factors may impact the execution or delivery of an event and Head-Line reserves the right to change or alter the experience based on weather and or other factors.
24 Hours Weather Cancellation In Advance Of Tour Departure:
- If the weather forecast causes Head-Line to postpone or cancel a Blue Room Experience 24 hours or more, a $1,000. administration fee will be applied with the balance being refunded.
Weather Cancellation Within 24 Hour Of Tour Departure:
- If a Blue Room Experience is cancelled within 24 hours due to an unsettled weather system, the following fees will be applied with the remaining balance refunded:
- A $1,500 administration fee will be applied which provides for a $500 credit towards dinning at Sidecut Restaurant at the Four Seasons Whistler Resort & Residences.
Multimedia Cancellation Policy
A 25% fee of projected costs of the services will apply to cover all logistics coordination and administration expenses relating to multimedia projects being cancelled for whatsoever reason including weather. Minimum standby rates apply for crew and equipment and other resources as the case may be.
Refunds are issued through various processes including bank drafts and wire transfers. Any associated fees for such drafts, e-transfers or wire transfers will be deducted from the refund balance. Refunds issued through the Square Processing System are issued by Head-Line shortly after the scheduled tour date, please note that Square processing can take up to 10 Days or more.
Outerwear & Gear
Guests are most comfortable in their own ski or winter wear however, all necessary technical gear and personal protection equipment is supplied or organized by Head-line for activities. Head-Line will provide advice on appropriate outerwear requirements prior to departing on any given adventure. Some sizing restrictions do apply and larger groups may be difficult to accommodate pending range of size requirements.
Personal Protection Gear
Head-Line provides all relevant avalanche terrain and adventure sport related equipment including avalanche transceiver, probe, shovel, helmet, goggles, gloves and ice travel related equipment appropriate for each tour.
Advanced bookings are required, please contact us directly to organize your next Head-line Mountain Holiday adventure.
All pricing is quoted in Canadian Dollars. We accept most major credit cards, wire transfers, checks, money orders and e-transfers. Estimates in US currency are valid for one week from the date provided and are based on the Tourism Whistler recommended weekly exchange rate. Prices are subject to confirmation based on passenger flight manifests and are quoted in Canadian Dollars exclusive of applicable taxes, levies, fees, gratuities, affiliate and partner price fluctuations and weather impacts to flight times and travel plans.
Children & Guests With Limited Mobility
Additional guides may be required for infants up to the ages of 3 years, elders, and individuals with limited mobility. Please ensure to confirm these details at time of booking to receive an accurate quote.
A four person minimum is required to confirm a private experience with a dedicated guide. Despite the remote location of these facilities, exclusive access to this area cannot be guaranteed. While the trips are private, on occasion members of the public sometimes frequent these locations.
Payment Processing & Fees
- If booking within 14 days of arrival:
A credit card is required to coordinate and organize your experience(s). Once all details have been confirmed, an invoice will be emailed to you from Head-Lines Payment processing system called “Square”. This is done to ensure continued, uninterrupted use of your credit card based on automated credit card antifraud systems. A credit card convenience fee of 3.75% will be applied for credit card transactions.
- If booking outside 15 days of arrival:
A credit card may be required to coordinate and organize your experience(s). Once all details have been confirmed, an invoice will be emailed to you from Head-Lines Mountain Holidays. Payment can be made by wire transfers, checks, money orders, e-transfers and/or major credit cards. A credit card convenience fee of 3.75 % will be applied.
Event Payment Schedules
Custom and special events require a non-refundable retainer of 20% with the remaining 80% of anticipated costs once the final event details have been confirmed. This is subject to change based on the size and scope of the project but final payment can be no later than 30 days prior to event execution subject to Head-Line’s discretion.
Non Refundable Retainers
As an event coordinator and bespoke experience designer, Head-Line works to design, coordinate and secure resources to execute your experience which includes guide services, aircraft, yacht, food and beverage services and supplies. For this reason, a 20%, Non-refundable administration retainer is required at time of booking for the coordination of these services.
Third Party Rates
Modifications to pricing by third parties are beyond the control of Head-Line and any additional related fees will be passed along to the guest including but not limited to additional helicopter costs due to weather, flight paths, heavy loads and other variables to which we could not have knowledge in advance of booking or coordinating an activity or event.
All Heli related products and service pricing is based on estimated fly times and estimated payloads and are subject to change without notice due to many elements beyond our control including, but not limited to, weather conditions, temperature, flight paths, charter rate fluctuations, fuel cost fluctuations, helicopter type and pilot availability.
Passenger Flight Manifests
For the purposes of calculating payloads on helicopters and number of flights, we require completed flight manifests including the weight of each passenger and any gear or equipment that will accompany the guest prior to boarding / loading helicopters. Final cost estimates are subject to change if estimates have been provided in advance of our receiving this important information. Any additional costs due to additional flights will be borne by the guests prior to departure.
A release of liability, waiver of claims, assumption of risks and indemnification agreement (The Waiver Form) must be read, understood, initialed and signed prior to embarking on any “Adventure Activities”.
We encourage you to purchase relevant cancellation insurance coverage for your event for tour interruptions due to weather and medical insurance coverage from your insurance broker as cancellations for private, custom and multimedia events are largely non-refundable.
Adventure sport activities are NOT recommended for persons who are pregnant, suffer from back or neck pain, heart or respiratory distress or other similar ailments. If in doubt, consult your doctor prior to participating in any events or activities.
Participants suspected of intoxication or under the influence of drugs or alcohol will not be permitted to participate in any adventure activities under any circumstance. Persons denied participation in activities based on these reasons will not receive a refund.
A mandatory fee of $35.00 per driver covers the first $1,000.00 of accidental / incidental damages (“collision coverage”) on snowmobile / snowbike tours and protects the client from accidental and incidental damages to equipment only. It expressly does not cover for unlikely damages in excess of the first $1,000.00. Damages exceeding $1,000.00 will be applied to the credit card on file. The policy is outlined on the reverse of the Waiver Form and must be accepted prior to departing on tours.
Equipment operators must be at least 16 years old and licensed to drive automobiles in their country of residence or be at least 16 years old with an automobile learner’s permit or snowmobile operators’ certificate. Under certain circumstances and in specific snow conditions, exceptions can be made with prior discussion with the guest(s).
Use of helmets are mandatory for all Ice Cave, ATV, Snowmobile, Mountain Bike, Dog Sled or similar activities where Head-Line Mountain Holidays deems necessary.
All products and services are subject to variables beyond our control including poor weather, poor visibility, availability of certain products or services, environmental conditions, weather events, logistical limitations and as such, are not within the control of Head-Line Mountain Holidays who are therefore, not liable or responsible for loss of any kind in the event that an activity cannot take place or completed under these circumstances.
Helicopter schedules are designed with daylight hours in mind and to allow sufficient time to remove all staff and equipment following an event in the mountains. As the length of daylight fluctuates so too does our daily operational period. Head-Line Mountain Holidays and, or its affiliates, partners or associated operators may choose to cancel or postpone flying if we deem that the weather or required visibility is unsatisfactory or dangerous. Ground transportation alternatives may be made available at that time if appropriate.
Please refer to the weather cancellation policies as it pertains to your situation.
Please note that while every effort is made to ensure that access to and from any given remote facility, site or enclave is possible, Head-Line activities and events take place in remote mountainous environments and may preclude agrees from these locations from time to time. Helicopters do not have the ability to fly in the mountains at night or in low visibility conditions and travel may therefore restricted to ground transportation.
Travel may also be restricted in adverse weather or avalanche conditions or through challenging terrain which may prevent egressing certain areas at certain times.
Backcountry Enclaves / Wilderness Retreats
While every conceivable effort is made to ensure that remote backcountry experiences and overnight stays are as comfortable as possible, it should be noted that these locations and facilities may not be equipped with running water, running hot water, shower or flush toilet facilities. Clean, hygienic services appropriate to wilderness experiences are provided and exceed remote wilderness experience standards by a comfortable margin.