Customer Terms, Booking, Payment, Cancellation and Refund Policy

1.1 “VMT”, “we”, “us” and “our” means VISIT MOROCCO TOURS LTD, company number 16610456.

1.2 “Traveller”, “customer”, “you” and “your” means each person named on a booking or seeking to purchase a travel service from VMT.

1.3 “Booking” means an accepted reservation for one or more travel services arranged or supplied by VMT.

1.4 “Travel Service” means any travel-related service supplied, arranged or sold by VMT, including accommodation, transportation, transfers, guided tours, excursions, activities, meals, desert experiences and other services included in your booking.

1.5 “Package” means a combination of travel services which meets the legal definition of a package under applicable package-travel legislation.

1.6 “Quotation” means a written price proposal issued by VMT before booking confirmation.

1.7 “Booking Confirmation” means VMT's written confirmation showing the agreed travel services, dates, price, payment requirements and other material booking information.

1.8 “Travel Date” means the date on which your booked travel service starts.

1.9 “Departure” means the start of the relevant package or travel service.

1.10 “Supplier” means an independent third party providing a travel service arranged by VMT.

1.11 “Working Day” means a day other than Saturday, Sunday or public holiday in England.

1.12 “Written communication” includes email, electronic booking communications and other durable electronic communications which allow the information to be stored and reproduced unchanged.

2.1 VMT is a company incorporated in the United Kingdom and registered in England and Wales.

2.2 VMT arranges and sells travel services taking place in Morocco.

2.3 VMT does not include international flights within its travel packages unless a separate written agreement expressly states otherwise. VMT does not currently sell or arrange flights as part of its standard travel services.

2.4 VMT offers individual travel services and tailor-made arrangements, including airport transfers, transportation, accommodation, guided experiences, excursions, activities and multi-day tours.

2.5 VMT works with Moroccan and international suppliers where appropriate. Supplier arrangements do not remove any statutory rights which apply to you.

2.6 Where VMT acts as the organiser of a Package, the legal responsibilities applicable to package organisers apply. Where VMT sells or arranges a standalone Travel Service, the legal rights and responsibilities applicable to that service apply.

2.7 VMT does not describe a booking as a Package merely because several services appear together in a quotation. The legal classification depends on the applicable legislation and the circumstances of the booking.

3.1 You may request a quotation through the VMT website, email, WhatsApp, telephone or another communication channel authorised by VMT.

3.2 VMT will provide the relevant service details and price before asking you to confirm the booking.

3.3 A quotation is not a confirmed booking.

3.4 A booking becomes binding when VMT accepts your booking and issues a Booking Confirmation, subject to any condition stated in the Booking Confirmation.

3.5 VMT may require payment of the applicable deposit before issuing final confirmation.

3.6 Your payment of a deposit or other amount following acceptance of a quotation constitutes acceptance of these Terms together with the specific terms stated in your Booking Confirmation.

3.7 Where applicable law requires additional pre-contract information or prescribed package-travel information, VMT will provide that information before or at the time required by law.

3.8 For Package bookings, mandatory information forming part of the package contract will not be changed except as permitted by applicable law or with your agreement.

3.9 The contract consists of:

a. these Terms;

b. your Booking Confirmation;

c. the agreed itinerary;

d. the applicable quotation;

e. any specific written terms expressly agreed by VMT and you.

3.10 Where documents conflict, mandatory law takes priority. The Booking Confirmation takes priority over general promotional information where the Booking Confirmation contains a specific agreed term.

4.1 You must provide accurate and complete information required to arrange your booking.

4.2 Information might include:

a. full legal names;

b. contact details;

c. travel dates;

d. accommodation requirements;

e. nationality where relevant;

f. passport or identification information where required by a supplier or law;

g. dietary requirements;

h. accessibility requirements;

i. relevant activity requirements;

j. information needed to arrange transportation or accommodation.

4.3 You are responsible for checking the accuracy of information supplied to VMT.

4.4 VMT is not responsible for additional costs resulting from incorrect or incomplete information supplied by you, except where applicable law provides otherwise.

4.5 You must promptly inform VMT about material changes to your information.

4.6 You must ensure that every traveller named on the booking has the required travel documents, permissions, visas and entry documents for Morocco.

4.7 VMT does not provide immigration or visa approval services unless expressly stated in writing.

4.8 VMT will provide reasonable general information about travel requirements where appropriate. You remain responsible for checking the requirements applicable to your nationality, circumstances and travel documents with the relevant official authorities.

5.1 VMT provides prices based on the services, dates, number of travellers, accommodation arrangements and other information available when the quotation is prepared.

5.2 Unless expressly stated otherwise, a quotation is valid only for the period stated in the quotation.

5.3 A quotation expires automatically when its stated validity period ends.

5.4 Prices are stated in the currency shown in the quotation or Booking Confirmation.

5.5 The total price will identify mandatory charges known to VMT at the time of booking.

5.6 Optional services and additional personal expenses will not form part of the booking price unless expressly included.

5.7 Examples of expenses which might remain outside the booking price include personal purchases, optional activities, additional meals, tips, travel insurance, visa costs, personal medical expenses and charges arising from personal requests.

5.8 VMT will not deliberately hide mandatory charges or present a misleading headline price.

5.9 Where a supplier or government authority imposes a mandatory charge after booking, VMT will handle the charge according to the applicable contract and law.

5.10 For Package bookings, price increases are permitted only where the applicable package-travel legislation permits them and the contract expressly provides for them.

5.11 For UK package bookings, any permitted price increase must relate to legally permitted cost changes, such as specified transport costs, taxes or fees, or exchange-rate changes. The traveller receives corresponding rights where applicable. A package price increase exceeding 8% gives the traveller the statutory options specified by the applicable regulations.

5.12 VMT will not increase the price of a UK Package within the period prohibited by applicable package-travel legislation.

5.13 Where applicable law gives you a right to a corresponding price reduction, VMT will apply that right.

6.1 VMT's standard deposit is 30% of the total booking value.

6.2 The standard deposit is due within 7 calendar days after Booking Confirmation unless the Booking Confirmation states a different deadline.

6.3 For bookings made within 30 days before the Travel Date, VMT might require immediate payment of the deposit or the full balance.

6.4 Certain luxury, exclusive, bespoke, group or supplier-specific bookings might require a higher deposit. The applicable amount will appear in the quotation or Booking Confirmation.

6.5 A booking is not fully secured until the payment required by the Booking Confirmation has been received and accepted by VMT.

6.6 The final balance is due by the deadline stated in the Booking Confirmation.

6.7 Where no different deadline appears in the Booking Confirmation, the final balance is due no later than 30 days before the Travel Date.

6.8 VMT accepts payment methods stated in the quotation, invoice or payment instructions.

6.9 VMT does not treat a payment as received until the funds have cleared or the relevant payment provider confirms successful payment.

6.10 You must not make payment using a payment method or account belonging to another person without authorisation.

6.11 VMT reserves the right to request reasonable payment verification where fraud, unauthorised payment or identity misuse is suspected.

6.12 Bank charges, currency-conversion costs and payment-provider charges are allocated according to the payment instructions provided before payment.

6.13 Where a payment fails, is reversed, is charged back without valid grounds or is otherwise withdrawn, VMT may suspend the booking until payment is restored.

6.14 Nothing in this section limits statutory consumer rights.

7.1 You must meet each payment deadline stated in your Booking Confirmation.

7.2 VMT will normally contact you before treating a missed payment as a cancellation where practical.

7.3 If payment remains outstanding after a required deadline, VMT may cancel the booking in accordance with the contract and applicable law.

7.4 Where cancellation results from non-payment, VMT may apply the applicable cancellation charges.

7.5 VMT will take account of any statutory rights which apply before cancelling a Package booking.

7.6 If a payment is received after a deadline, VMT does not guarantee that the original services remain available.

7.7 Any additional cost arising from a customer-requested reinstatement after cancellation will be communicated before reinstatement.

8.1 Promotional prices apply only during the stated promotional period or while the stated allocation remains available.

8.2 Promotional prices apply only to the services and dates specified in the promotion.

8.3 Promotional prices do not automatically apply to existing bookings.

8.4 A promotional price will not be used to create a misleading impression about the normal price.

8.5 VMT will not falsely describe a service as discounted by reference to an inflated previous price.

8.6 Promotional offers might exclude peak periods, particular accommodation categories, group bookings or bespoke arrangements where the offer states those exclusions.

8.7 Where a promotion states “from” pricing, the stated starting price will apply only to qualifying bookings meeting the stated conditions.

8.8 Promotional offers are subject to availability.

8.9 VMT reserves the right to withdraw a promotion before booking where the offer has expired, the allocation has been exhausted or an obvious pricing or technical error has occurred.

8.10 If VMT discovers an obvious pricing error before a booking becomes binding, VMT will contact you and give you the option to proceed at the correct price or receive a full refund of any payment made.

8.11 VMT will not rely on an obvious pricing error to avoid a booking where the error was not reasonably apparent and the booking has already become legally binding, except where applicable law permits otherwise.

8.12 VMT's advertising and promotional communications will be prepared to avoid misleading claims. US-facing advertising is also subject to federal truth-in-advertising principles, including FTC requirements against deceptive advertising.

9.1 You may request cancellation by contacting VMT at hello@visitmorocco.tours.

9.2 Cancellation requests received through WhatsApp or another communication channel will be recorded by VMT.

9.3 The effective cancellation date is normally the date on which VMT receives your cancellation request during its normal business operations.

9.4 For Package bookings, you have the statutory right to terminate the package before departure, subject to an appropriate and justifiable termination fee where applicable. UK package-travel law expressly permits reasonable standard termination fees based on factors including the time before departure and expected cost savings or alternative deployment of travel services.

9.5 VMT will use the following standard cancellation schedule for Package bookings unless your Booking Confirmation states a different lawful cancellation schedule:

More than 60 days before departure: 30% of the total booking price.

31 to 60 days before departure: 50% of the total booking price. 15 to 30 days before departure: 75% of the total booking price.

14 days or less before departure: 100% of the total booking price.

9.6 The standard cancellation schedule represents a reasonable pre-estimate of costs and lost booking value for ordinary bookings. Where applicable law requires an assessment of the actual appropriate and justifiable termination fee, VMT will apply that requirement.

9.7 Certain accommodation, transport, activity, group, luxury or exclusive services might carry supplier cancellation charges exceeding the standard schedule.

9.8 Where a different cancellation charge applies, VMT will identify the charge before booking wherever reasonably possible.

9.9 VMT will not impose a cancellation charge where applicable law gives you a right to cancel without such a charge.

9.10 Where unavoidable and extraordinary circumstances occurring at the destination or in its immediate vicinity significantly affect the performance of the Package or the carriage of passengers to the destination, a traveller might have a statutory right to terminate without a termination fee.

9.11 VMT will assess such circumstances based on the facts, applicable law and official information available at the relevant time.

10.1 VMT will avoid cancelling confirmed bookings unless cancellation is reasonably required.

10.2 VMT might cancel a Package where:

a. the minimum number of travellers required for the Package is not reached, where a minimum number was expressly stated and applicable law permits cancellation on this basis;

b. unavoidable and extraordinary circumstances prevent VMT from performing the Package;

c. circumstances outside VMT's reasonable control make performance unlawful or impossible;

d. you fail to make required payment;

e. fraud or material misrepresentation affects the booking;

f. another legally recognised ground for cancellation applies.

10.3 Where VMT cancels a Package for a reason giving you a statutory right to a refund, VMT will provide the refund required by law.

10.4 Where applicable package-travel law requires a refund, VMT will process the refund without undue delay and within the statutory deadline.

10.5 Under the current UK package-travel framework, refunds required following certain package terminations are due without undue delay and no later than 14 days after termination.

10.6 VMT will not charge a cancellation fee where VMT cancels a Package for reasons which legally require a full refund.

10.7 Where VMT offers a suitable alternative arrangement, the traveller will receive the options required by applicable law.

11.1 Approved refunds will normally be made to the original payment method.

11.2 VMT will not normally refund a payment to an unrelated third party.

11.3 Where a payment provider, bank or payment intermediary causes additional processing time, VMT will process the refund without unreasonable delay and provide confirmation where appropriate.

11.4 Where a statutory refund deadline applies, VMT will comply with that deadline.

11.5 Refunds for Package bookings will follow the applicable package-travel rules.

11.6 Refunds for standalone services will follow the booking terms, supplier terms and applicable consumer law.

11.7 A supplier's refusal to refund VMT does not remove a statutory obligation owed by VMT to a traveller where VMT is legally responsible for the relevant Package.

11.8 VMT might pursue a supplier separately for amounts owed to VMT. The traveller does not need to pursue the supplier where VMT has a statutory responsibility to provide the relevant remedy.

11.9 Where a service was correctly supplied and the traveller voluntarily chooses not to use the service, no automatic refund arises unless the Booking Confirmation or applicable law provides otherwise.

11.10 Where a service is not supplied or does not conform to the contract, VMT will provide the remedy required by applicable law.

12.1 You may request an amendment by contacting hello@visitmorocco.tours.

12.2 Amendments depend on availability.

12.3 An amendment is not confirmed until VMT provides written confirmation.

12.4 VMT will advise you of any additional cost before confirming a chargeable amendment.

12.5 If the amendment reduces the booking price, VMT will advise you of the resulting price adjustment.

12.6 Supplier cancellation or amendment charges might apply.

12.7 Amendments involving non-refundable services might be unavailable.

12.8 Changes to traveller names, passenger numbers, accommodation, activities, dates or transport arrangements might alter the Package classification or legal rights.

12.9 VMT will advise you where a requested amendment creates a material change requiring specific legal treatment.

12.10 VMT will not treat a customer request as accepted until VMT confirms the amendment in writing.

13.1 Date changes are subject to availability and supplier conditions.

13.2 You should request a date change as early as possible.

13.3 A date-change request is not a cancellation unless VMT confirms otherwise.

13.4 VMT will communicate any additional cost before confirming a date change.

13.5 Additional costs might arise from:

a. seasonal pricing;

b. accommodation rates;

c. supplier amendment fees;

d. transport rates;

e. activity availability;

f. exchange-rate movements;

g. changes to the number of travellers;

h. changes to the itinerary.

13.6 A date change might result in the application of a new price if the original price was specific to the original dates.

13.7 VMT will not use an amendment mechanism to remove mandatory statutory cancellation rights.

14.1 A “no-show” means failure to attend or use a confirmed service without giving VMT notice and without a lawful reason requiring a different remedy.

14.2 A no-show might result in loss of the affected service and the applicable booking price.

14.3 A no-show does not automatically create a right to a refund.

14.4 Package bookings receive the rights required by applicable package-travel law.

14.5 If you expect to arrive late, you should contact VMT as soon as possible.

15.1 You are responsible for allowing sufficient time to reach the agreed meeting point.

15.2 If you arrive late, VMT will make reasonable efforts to assist with the booking.

15.3 A delayed traveller might miss part or all of a service.

15.4 Additional transportation, waiting time, accommodation or other costs arising from your late arrival might be charged to you where permitted by law.

15.5 VMT will not charge such costs where the delay resulted from circumstances for which VMT is legally responsible.

16.1 If you choose not to use a service included in your booking, no automatic refund applies.

16.2 If VMT or a supplier fails to provide a service, VMT will assess the appropriate remedy under the contract and applicable law.

16.3 Leaving a Package early does not automatically terminate the contract or create a refund entitlement.

16.4 Where a traveller voluntarily abandons a Package, VMT will provide reasonable assistance where appropriate, subject to applicable law and any additional costs resulting from the traveller's decision.

16.5 Where VMT is legally required to provide assistance, VMT will provide that assistance.

17.1 VMT uses independent suppliers for some travel services.

17.2 Supplier terms might apply to specific services.

17.3 VMT will communicate material supplier restrictions before booking where reasonably required.

17.4 Supplier terms do not override mandatory statutory rights.

17.5 Where VMT is the organiser of a Package, VMT's legal responsibilities as organiser continue to apply even where individual services are delivered by suppliers. UK package-travel rules place responsibility on the organiser for the performance of the travel services forming part of the Package, subject to the statutory framework.

18.1 Nothing in these Terms removes or restricts a consumer right which applicable law prohibits VMT from excluding or restricting.

18.2 UK consumers retain rights provided by applicable UK consumer and package-travel legislation.

18.3 EU consumers retain mandatory rights applicable under the laws implementing relevant EU consumer and package-travel legislation where those laws apply to the booking.

18.4 US consumers retain rights provided by applicable federal and state consumer-protection laws.

18.5 Moroccan law might apply to services performed in Morocco or to matters for which Moroccan law has mandatory application.

18.6 The EU package-travel framework currently derives from Directive (EU) 2015/2302. The EU adopted Directive (EU) 2026/1024 amending the package-travel framework. The timing and effect of national implementation must be considered when determining the rules applicable to an individual EU customer.

18.7 VMT will apply mandatory consumer protections according to the law applicable to the relevant booking.

18.8 No provision of these Terms requires a consumer to waive a statutory right.

19.1 These Terms are governed by the law of England and Wales, except where mandatory consumer-protection law requires another law to apply.

19.2 Nothing in these Terms prevents a consumer from relying on mandatory protections available under the law of the country in which the consumer lives where those protections apply to the contract.

19.3 Where a consumer has mandatory rights to bring proceedings in their home jurisdiction, this clause does not remove those rights.

19.4 For non-consumer disputes, the courts of England and Wales will have jurisdiction unless the parties agree otherwise in writing.

19.5 For consumer disputes, jurisdiction will be determined subject to applicable mandatory consumer law.

20.1 VMT's primary customer contact address is:

hello@visitmorocco.tours

20.2 VMT's WhatsApp contact number is:

+212 660 813 231

20.3 VMT might communicate booking information by email, WhatsApp or another agreed electronic channel.

20.4 You are responsible for providing a functioning email address and telephone or WhatsApp number where you have chosen electronic communication.

20.5 You should retain your Booking Confirmation, invoices and other booking communications.

20.6 Where applicable law requires information on a durable medium, VMT will provide the information in a form meeting the applicable requirement.

21.1 VMT might update these Terms from time to time.

21.2 The version applicable to a confirmed booking is the version incorporated into that booking, subject to mandatory changes in applicable law.

21.3 A later version will not remove contractual rights already acquired by a traveller unless the change is required by law or agreed with the traveller.

21.4 VMT will review this Policy periodically against changes in UK, EU, US and Moroccan law.

22.1 If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

22.2 An invalid provision will be interpreted or replaced to the minimum extent required to make the provision lawful while preserving the original commercial purpose where legally possible.

23.1 These Terms, the Booking Confirmation, the agreed itinerary and any expressly incorporated booking documents form the agreement between VMT and the traveller.

23.2 No statement made in general advertising or promotional material overrides a specific written term in the Booking Confirmation unless applicable law provides otherwise.

23.3 Mandatory statutory rights always prevail.

VISIT MOROCCO TOURS LTD

Company number: 16610456

82a James Carter Road Mildenhall Bury St. Edmunds England IP28 7DE

Website: www.visitmorocco.tours

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231