Reservations:
By booking a tour with us (referred to in these conditions as “we” or “us”), you will be accepting these conditions on behalf of yourself and all other persons using our services pursuant to a booking made by you.
Booking Procedures & Payments:
Once you have agreed on the quoted itinerary and price, we will raise a detailed itinerary and invoice with payment details. Your booking will be confirmed after we receive the initial 25% deposit of your invoice. We accept payments via Visa, Master Card, PayPal, and bank transfer). Payment timing is as follows:
- 30%: Initial deposit
- Remaining balance to be paid locally to our staff:
Private desert tours, day trips, and activities:
- Cash payments accepted in Euros, US Dollars, UK Sterling or Moroccan Dirhams
- Onsite credit card or prior to departure PayPal payments are accepted with an extra 5% processing fee
Group shared desert tours, day trips and activities:
- Remaining balance to be paid on site prior to the tour departure in Euros, US Dollars, UK Sterling or Moroccan Dirhams
- Should you insist on paying your balance with a credit card locally or through PayPal prior to arrival, 20% VAT + 5% processing fees will apply.
Changes to your booking:
We will make all possible arrangements for your booking with no additional charges. Keep in mind that to travel within 15 days of your trip’s start date might not be feasible. If you need to make any changes, please contact us as soon as possible and confirm with us your request in writing. Again, we will try to accommodate you so there are no extra charges, but we can not guarantee it. If changes are not possible to be made to your booking for whatever reason, you have the option to move forward with your originally booked arrangements, or cancel and pay the cancellation charges (if any) per below.
Cancellation Policy:
Please notify us as soon as possible if you wish to cancel your travel arrangements in writing. The cancellation charge is contingent on the number of the days we have received your written cancellation notice prior to the start of your travel. If you cancel:
Private Desert tours:
- more than 15 days: Full deposit refunded with no fees
- 4 to 14 days: First deposit as a cancellation fee
- Less than 3 days: Full tour fee as a cancellation fee
Shared Desert Tours:
- more than 15 days: Full deposit refunded with no fees
- 4 to 14 days: First deposit as a cancellation fee
- Less than 3 days: Full tour fee
Private day trips & activities:
- more than 15 days: Full deposit refunded with no fees
- between 4 – 14 days: First deposit as a cancellation fee
- less than 3 days: Full day trip/activity fee.
Private day trips & activities:
- more than 7 days: Full deposit refunded with no fees
- between 6 – 2 days: First deposit as a cancellation fee
- less than 2 days: Full day trip/activity fee
Unforeseen Circumstances:
Due to unforeseen circumstances, we reserve the right to cancel your tour or trek. If such an event should occur, we will refund any sum you have already paid to us, including the deposit, but we are not liable to pay any additional compensation to you. Unforeseen circumstances include but are not limited to natural or nuclear disasters, war or threat of war, riots, terrorists, fires, adverse weather conditions and others.
Special Requests:
Any special requirements that are important to your booking (dietary, medical, wheelchair assistance or others) must be provided to us before you book in writing. We will pass the information onto our vendor partners to ensure a safe and enjoyable experience for you. If there are special requests we are unable to meet, we will advise you in writing prior to booking your trip. Please let us know of any preferences that you may have while making the reservation (hotels locations, bed configurations, etc.) and we will try to accommodate all your requests. No compensation will be paid if such requests cannot be fulfilled.
Child policy:
Please kindly note that for the comfort of our guests on shared desert tours and day trips, children under 12 are not allowed on our shared desert tours and day trips. However, they are welcome on our half-day shared activities ( Camel ride and quad biking )
We reserve the right to deny service with no refunds due from our side if you hide your child age at the time of booking and just show up on a shared tour.
Children with their families will definitely enjoy private desert tours and day trips.
Insurance:
We do not provide any insurance. It is your full responsibility to obtain appropriate travel insurance. We strongly encourage you to have travel insurance in the event of illness, cancellation, baggage lost, delays and others.
Our responsibility:
We will accept liability should any part of your travel arrangements not be as described per your booking and not be of a reasonable standard. We will pay reasonable compensation (limited to the maximum amount paid to us for that portion of the travel arrangements) unless there was no fault on our part or our vendor partners. Please note that we assume no responsibility whatsoever for personal injury, illness, damage, death or loss incurred during your trip.
Travel Documentation:
You are responsible for ensuring the possession of valid required travel documents. Your passport must be valid for 6 months prior to entering the country. It is the sole responsibility of the tour participant(s) to ensure that all passport and visa requirements are met prior to our tour departure date.
Privacy & Confidentiality:
We take full responsibility to make sure that proper security measures are in place to secure the private and confidential information that you provided us during the booking. Your collected information will be used to make reservations with hotels and with any other third party vendors as needed to complete your travel arrangements. We will share your dietary, medical, or any disability information with necessary vendor partners to ensure a safe and enjoyable trip for you. In booking with us, you consent to this information being passed onto all relevant persons.
Complaints:
In the unlikely event that you are unsatisfied with our service, please immediately contact your driver/hotel/guide, who will work to help resolve the issue immediately. If this is not possible, please contact us immediately by phone or WhatsApp on +212611527819.
Should that not be possible for phone coverage in remote areas, please contact us by email at: Contact@marrakechtrek.com
