Cancellation policy
Free cancellation up to 24 hours before departure.
If you cancel
What you get back depends on how long before the departure time you cancel.
| When you cancel | Refund of what you have paid |
|---|---|
| 24 hours or more before departure | 100% |
| Less than 24 hours before departure, or if you do not show up | No refund |
If you cancel, the balance that would have been paid on the day is never charged.
Times are counted from the departure time shown in your booking, in Marrakech time. If no departure time has been confirmed yet, they are counted from midnight at the start of the trip day.
On trips priced per traveller, removing some travellers from a booking follows the same rules for each of them. On private trips priced per vehicle, the price does not change if your group becomes smaller.
Changing your date
You can move your booking to another date once, free of charge, up to 24 hours before departure, if places are available on the new date. If the new date has a different price, we charge or refund the difference.
How to cancel or change a booking
Contact us through the contact page with your booking reference. The time we receive your message is the time used for the rules above. We confirm every cancellation or change by email.
If we cancel
We may have to cancel a trip because of weather, closed roads, safety concerns, too few travellers on a group trip that needs a minimum number, or other events outside our control. We tell you as soon as we know, and you choose between another date or a full refund of everything you paid.
We are not responsible for costs of other services you booked separately, such as flights or hotels.
Pickup and no-shows
Please be ready at your pickup point at the confirmed time. The driver waits up to 15 minutes. After that the trip leaves, and the booking counts as a no-show.
Changes during the trip
Itineraries shown on the site are indicative. Times can change because of traffic, weather or opening hours. Visits run by others, such as the guided tours inside the Hassan II Mosque, follow their own schedules and cannot be guaranteed; missing one is not a cancellation. If we cannot provide an important part of your trip for a reason within our control, we will contact you to agree a fair solution, which can include a partial refund.
Refunds
Refunds go back to the payment method you used, normally PayPal, within 7 days of the cancellation. We refund the full amount due without deducting payment fees. The time it takes to appear on your account then depends on PayPal or your bank.
Unpaid bookings
Places are held for a short time while you pay. If the payment is not completed, the places are released and nothing is charged.
Your rights
These rules do not limit any rights you have under the consumer protection law that applies to you.