Complaints, Disputes and Customer Resolution Policy

1.1 This Policy establishes the process for raising, investigating and resolving complaints concerning services booked or arranged by VMT.

1.2 VMT encourages travellers to report problems as soon as they arise.

1.3 Early reporting gives VMT a reasonable opportunity to investigate and, where appropriate, correct a problem during the traveller's trip.

1.4 This Policy applies to complaints concerning:

a. accommodation;

b. transportation;

c. guides;

d. excursions;

e. activities;

f. itineraries;

g. suppliers;

h. bookings;

i. payments;

j. customer service;

k. accessibility arrangements;

l. special requirements;

m. other services supplied or arranged by VMT.

1.5 This Policy forms part of VMT's Customer Terms and Conditions.

1.6 Nothing in this Policy limits a consumer's mandatory statutory rights.

2.1 VMT encourages travellers to raise concerns informally first where the problem is capable of immediate resolution.

2.2 A traveller should contact the VMT representative, guide, driver, accommodation provider or relevant supplier as soon as the problem becomes apparent.

2.3 Where appropriate, VMT will attempt to resolve the issue during the trip.

2.4 Informal resolution might include:

a. correcting a booking error;

b. replacing an unsuitable room;

c. contacting a supplier;

d. arranging an alternative service;

e. correcting an itinerary issue;

f. arranging reasonable assistance;

g. investigating a supplier failure;

h. providing another appropriate remedy.

2.5 Informal resolution does not require the traveller to waive any statutory right.

2.6 An attempt to resolve a complaint informally does not prevent the traveller from submitting a formal complaint.

3.1 Travellers should report a problem as soon as reasonably possible after becoming aware of it.

3.2 Complaints during travel should normally be directed to: Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

3.3 Where a VMT representative is available locally, the traveller should also notify that representative.

3.4 For supplier-controlled services, the traveller should notify the supplier where VMT reasonably requires the supplier's immediate involvement.

3.5 A traveller should provide sufficient information to allow VMT to understand the problem.

3.6 VMT will consider the complaint and take reasonable steps to resolve a problem within its responsibility.

3.7 Where the problem results from a supplier, VMT may contact the supplier and seek an appropriate solution.

3.8 Where VMT acts as a Package organiser, VMT's statutory responsibilities remain applicable regardless of whether the immediate problem arose from a supplier.

3.9 Where immediate correction is reasonably possible, VMT encourages the traveller to allow VMT a reasonable opportunity to correct the problem.

4.1 Prompt reporting allows VMT to investigate while the relevant facts remain available.

4.2 A complaint concerning a hotel room, vehicle, guide, meal, excursion or activity is often easier to investigate while the service is taking place.

4.3 A traveller's failure to report a problem promptly does not automatically remove a statutory right.

4.4 Delayed reporting might make investigation or correction more difficult.

4.5 Where a traveller prevents VMT from reasonably correcting a problem, VMT might consider whether the failure affected the extent of any remedy available under the applicable contract or law.

4.6 VMT will not use this provision to remove a mandatory consumer right.

5.1 A traveller who remains dissatisfied after travel should submit a formal complaint to:

hello@visitmorocco.tours

5.2 The complaint should include:

a. traveller name;

b. booking reference;

c. travel dates;

d. description of the issue;

e. date and location of the incident;

f. relevant supplier;

g. steps already taken;

h. response received during travel;

i. supporting evidence;

j. remedy requested.

5.3 VMT encourages travellers to submit complaints promptly after returning home.

5.4 A complaint submitted after departure will be assessed according to the applicable contract and law.

5.5 VMT will not reject a complaint solely because the traveller has returned home where applicable law permits the complaint.

6.1 VMT may request reasonable evidence relevant to a complaint.

6.2 Evidence might include:

a. photographs;

b. videos;

c. receipts;

d. booking documents;

e. supplier correspondence;

f. messages;

g. invoices;

h. medical documentation where relevant;

i. witness information;

j. other documents reasonably connected with the complaint.

6.3 Travellers should retain relevant evidence.

6.4 VMT will consider evidence provided by the traveller.

6.5 VMT may obtain information from suppliers where reasonably necessary.

6.6 VMT will not require evidence which is impossible or unreasonable for the traveller to provide.

6.7 The absence of evidence does not automatically invalidate a complaint.

6.8 Where conflicting accounts exist, VMT will assess the available evidence objectively.

7.1 VMT aims to acknowledge formal complaints within 3 business days.

7.2 VMT aims to provide a substantive response within 14 calendar days where reasonably practicable.

7.3 Complex complaints might require additional investigation.

7.4 Where additional time is required, VMT will inform the traveller and explain the reason.

7.5 Supplier investigations might take longer where VMT requires information from an external provider.

7.6 These target response times do not restrict any statutory deadline applying to either party.

8.1 VMT will review:

a. the booking;

b. applicable contractual terms;

c. the complaint;

d. relevant evidence;

e. supplier information;

f. communications;

g. applicable law.

8.2 VMT might contact the traveller for clarification.

8.3 VMT might contact the relevant supplier.

8.4 VMT might review records held by VMT.

8.5 VMT will distinguish between:

a. matters within VMT's responsibility;

b. supplier matters;

c. matters caused by the traveller;

d. matters caused by third parties;

e. matters arising from circumstances outside reasonable control.

8.6 Where VMT acts as Package organiser, this assessment does not remove VMT's statutory responsibility for proper performance of the Package.

9.1 Where a complaint concerns an accommodation provider, transport provider, guide or activity operator, VMT may refer the matter to the relevant supplier for investigation.

9.2 VMT will remain the traveller's principal contractual contact where VMT acts as Package organiser, subject to the booking terms and applicable law.

9.3 VMT may ask the supplier to provide:

a. an explanation;

b. records;

c. photographs;

d. invoices;

e. incident reports;

f. corrective action.

9.4 VMT will not automatically accept a supplier's version of events without considering the available evidence.

9.5 VMT will communicate the outcome to the traveller where appropriate.

10.1 Where VMT acts as Package organiser, travellers may address complaints concerning the Package to VMT.

10.2 VMT remains responsible for the performance of the travel services comprising the Package as required by applicable package-travel law.

10.3 VMT may seek recovery from a supplier where a supplier's failure caused VMT to incur liability.

10.4 A supplier's responsibility to VMT does not automatically remove the traveller's statutory rights against VMT.

11.1 Where VMT acts solely as an intermediary for an individual travel service, the relevant supplier might hold the primary contractual responsibility for the service.

11.2 VMT will identify its role in the applicable booking documentation where required.

11.3 VMT will assist with communication where reasonably appropriate.

11.4 The traveller retains any statutory rights applying to the relevant transaction.

12.1 VMT will prioritise complaints involving:

a. personal injury;

b. serious illness;

c. safeguarding;

d. discrimination;

e. serious accessibility failures;

f. theft;

g. serious misconduct;

h. sexual harassment;

i. sexual abuse;

j. trafficking;

k. serious safety concerns;

l. suspected criminal conduct.

12.2 VMT may immediately escalate such matters internally.

12.3 VMT may contact relevant authorities where legally required or reasonably necessary.

12.4 Where there is an immediate threat to life or safety, travellers should contact the appropriate emergency services first.

13.1 Complaints involving safeguarding concerns receive priority.

13.2 VMT will take reasonable steps to protect the person at risk.

13.3 VMT may restrict disclosure of information where necessary to protect a child or vulnerable person.

13.4 VMT may report suspected abuse or exploitation to relevant authorities.

13.5 VMT will process personal information according to its Privacy Policy and applicable law.

14.1 VMT takes complaints concerning unlawful discrimination seriously.

14.2 Travellers should explain the practical effect of the alleged discrimination and any requested remedy.

14.3 VMT will review applicable accessibility information and communications.

14.4 Where appropriate, VMT will consider whether a reasonable adjustment was available.

14.5 UK-facing services remain subject to applicable Equality Act 2010 requirements.

14.6 Mandatory rights under applicable EU, UK, US or Moroccan law remain unaffected.

15.1 VMT may receive complaints from suppliers or other travellers concerning a traveller's conduct.

15.2 Where appropriate, VMT will investigate the allegation.

15.3 VMT may consider:

a. supplier evidence;

b. photographs;

c. receipts;

d. witness accounts;

e. booking records;

f. communications;

g. incident reports.

15.4 A traveller will not be charged for damage solely because a supplier alleges responsibility.

15.5 VMT will assess the available evidence before seeking recovery from the traveller.

15.6 Where responsibility is established, VMT may seek reasonable recovery of attributable costs as permitted by law.

16.1 If a traveller remains dissatisfied following the initial response, the traveller may request escalation.

16.2 The request should explain why the initial response does not resolve the complaint.

16.3 The matter will be reviewed by a person with appropriate authority who was not responsible for the original decision where reasonably practicable.

16.4 VMT aims to respond to an escalation within 14 calendar days.

16.5 Complex matters might require additional time.

17.1 VMT will provide a final response when its internal complaint process is complete.

17.2 The final response will normally state:

a. the complaint outcome;

b. the reasons for the decision;

c. any remedy offered;

d. any relevant supplier position;

e. the applicable next steps.

17.3 VMT will not describe its internal decision as preventing the traveller from exercising a statutory right.

18.1 VMT encourages disputes to be resolved through direct communication before formal legal proceedings.

18.2 The traveller should first use VMT's complaint process unless urgent circumstances or applicable law justify another route.

18.3 Where appropriate, VMT might agree to mediation or another alternative dispute-resolution process.

18.4 Any alternative dispute-resolution process must not remove mandatory statutory rights.

18.5 Neither party is required to accept mediation unless legally required or separately agreed.

19.1 The former EU Online Dispute Resolution platform ceased operation in July 2025.

19.2 VMT will therefore not direct customers to the discontinued EU ODR platform.

19.3 Where a consumer's country provides an applicable alternative dispute-resolution mechanism, VMT will provide information required by applicable law.

This is important for a 2026 policy. A surprising number of travel websites still carry the old EU ODR link, despite the platform having been shut down. The European Commission confirmed the ODR platform was discontinued on 20 July 2025.

20.1 Nothing in this Policy limits statutory consumer rights.

20.2 Where VMT sells a Package covered by the UK Package Travel and Linked Travel Arrangements Regulations 2018, those Regulations apply.

20.3 The Regulations provide specific remedies where a Package service is not performed or does not conform to the contract.

20.4 Where VMT acts as Package organiser, VMT will comply with applicable organiser obligations.

20.5 Where EU mandatory consumer law applies, VMT will comply with the applicable mandatory requirements.

20.6 Where US mandatory consumer law applies, VMT will comply with applicable federal and state requirements.

20.7 Where Moroccan mandatory law applies to services performed in Morocco, VMT will comply with applicable requirements.

20.8 Contractual provisions cannot remove mandatory consumer protections.

21.1 Travellers should raise complaints promptly.

21.2 Nothing in this Policy creates a shorter contractual limitation period than the period permitted by applicable mandatory law.

21.3 A traveller should not deliberately delay reporting a problem where VMT has a reasonable opportunity to correct it during the trip.

21.4 VMT reserves the right to rely on any lawful contractual or statutory limitation period applicable to a claim.

22.1 A traveller should not recover the same loss twice from different parties.

22.2 Where an insurer, supplier or another responsible party has already compensated the traveller for a particular loss, the traveller should disclose the relevant compensation where necessary to prevent duplicate recovery.

22.3 This provision does not prevent a traveller from exercising separate legal rights for separate losses.

23.1 A traveller might have rights against a supplier, insurer or other third party.

23.2 VMT will not require a traveller to pursue a third party instead of VMT where VMT has a statutory obligation to provide the relevant remedy.

23.3 Where the law assigns responsibility to a supplier, VMT may explain the relevant route to the traveller.

24.1 VMT expects complaints to be made honestly and in good faith.

24.2 A complaint should contain accurate information.

24.3 Deliberately false allegations, fabricated evidence or fraudulent claims might result in appropriate action.

24.4 This provision does not restrict a traveller from raising a genuine complaint which VMT ultimately rejects.

25.1 VMT may investigate suspected fraudulent claims.

25.2 VMT may request reasonable evidence.

25.3 Where appropriate, VMT may:

a. reject a fraudulent claim;

b. recover improperly paid amounts;

c. report suspected fraud to relevant authorities;

d. provide relevant information to insurers or suppliers where legally permitted.

25.4 VMT will not label a complaint fraudulent merely because the traveller and VMT disagree.

26.1 VMT will communicate with travellers using the contact details supplied during booking.

26.2 Travellers should ensure their contact details remain accurate.

26.3 VMT might use email, WhatsApp or another communication method previously agreed with the traveller.

26.4 A traveller should retain copies of important communications.

27.1 Complaints may be submitted in English.

27.2 VMT may accept complaints in other languages where reasonably possible.

27.3 Where translation is required, VMT might use an appropriate translation method.

27.4 Translation differences do not alter mandatory legal rights.

28.1 VMT will handle complaint information appropriately.

28.2 Personal information will be processed under VMT's Privacy Policy and applicable data-protection law.

28.3 VMT may share relevant information with suppliers, insurers, professional advisers, authorities or other parties where legally permitted and reasonably necessary to investigate or resolve a complaint.

29.1 VMT will maintain reasonable records of formal complaints.

29.2 Records might include:

a. complaint correspondence;

b. evidence;

c. supplier responses;

d. investigation records;

e. decisions;

f. remedies;

g. escalation records.

29.3 Complaint records will be retained according to VMT's Data Retention Policy.

29.4 VMT will not retain personal information indefinitely without a lawful reason.

30.1 Travellers should reasonably cooperate with investigations.

30.2 This might include:

a. providing factual information;

b. providing relevant evidence;

c. identifying the relevant service;

d. responding to reasonable clarification requests.

30.3 VMT will not require cooperation which would unlawfully interfere with a statutory right.

31.1 Depending on the circumstances and applicable law, an appropriate remedy might include:

a. correction of the service;

b. replacement of a service;

c. alternative arrangements;

d. partial refund;

e. reimbursement;

f. compensation;

g. another legally appropriate remedy.

31.2 A remedy will depend on the facts, contractual terms and applicable law.

31.3 VMT does not promise a particular remedy before investigating the complaint.

32.1 Making a complaint does not automatically establish entitlement to compensation.

32.2 VMT will assess whether a contractual, statutory or other legal basis for compensation exists.

32.3 Where a problem is attributable to the traveller, compensation might not be payable to the extent permitted by applicable law.

32.4 Where a supplier is responsible, VMT will assess its own obligations and any applicable supplier responsibility.

33.1 Where a problem could reasonably have been corrected during the trip, travellers should give VMT a reasonable opportunity to do so.

33.2 This might include allowing VMT to:

a. contact a hotel;

b. replace a vehicle;

c. contact a guide;

d. arrange an alternative room;

e. correct an itinerary error;

f. arrange an alternative service.

33.3 VMT will not rely on this provision where immediate correction was impossible, unreasonable, unsafe or legally unnecessary.

33.4 VMT will not use this provision to remove mandatory statutory remedies.

34.1 Where VMT offers a reasonable corrective measure, the traveller should consider the proposal.

34.2 A traveller's refusal does not automatically remove legal rights.

34.3 Where the refusal materially increases the traveller's loss, VMT may consider the effect of that decision when assessing any claim, to the extent permitted by law.

35.1 The governing law and jurisdiction applying to a booking are established in VMT's Customer Terms and Conditions.

35.2 Any governing-law clause remains subject to mandatory consumer protections applicable to the traveller.

35.3 VMT will not use a jurisdiction clause to deprive a consumer of mandatory rights granted by the law applicable to their transaction.

35.4 Where UK law governs the contract, the courts identified in the Customer Terms and Conditions will have jurisdiction subject to mandatory consumer protections.

35.5 Where EU or US mandatory consumer rules apply, VMT will respect applicable jurisdictional protections.

36.1 Complaints and customer concerns should be sent to:

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

36.2 Travellers should include their booking reference in written correspondence wherever available.

37.1 VMT will review this Policy following relevant changes to:

a. UK law;

b. EU law;

c. Moroccan law;

d. US law;

e. consumer protection requirements;

f. package-travel legislation;

g. dispute-resolution requirements.

37.2 VMT will update the Policy where required.

37.3 The version applicable to a confirmed booking remains subject to mandatory legal changes applicable to the booking.