Equality, Accessibility and Non-Discrimination Policy

1.1 This Policy establishes VMT's standards concerning equal treatment, non-discrimination, diversity, disability access and reasonable adjustments.

1.2 VMT aims to provide its services fairly and without unlawful discrimination.

1.3 This Policy applies to VMT's dealings with:

a. customers;

b. prospective customers;

c. employees;

d. contractors;

e. guides;

f. drivers;

g. suppliers;

h. agents;

i. business partners;

j. other persons involved in VMT services.

1.4 VMT is incorporated in the United Kingdom and provides travel services in Morocco. The legal obligations applying to a particular transaction depend on the customer, service, location, supplier and applicable law.

1.5 VMT will comply with mandatory laws applicable to its activities.

1.6 Nothing in this Policy creates a contractual entitlement beyond rights provided by applicable law or an expressly agreed service.

2.1 VMT's UK framework is principally informed by the Equality Act 2010 and applicable regulations and guidance.

2.2 Part 3 of the Equality Act 2010 addresses discrimination in services and applies to services provided publicly or privately, including paid services. The protected characteristics include age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

2.3 VMT will also consider applicable UK requirements concerning accessibility and disability discrimination.

2.4 VMT will consider applicable EU requirements where EU law applies to a particular activity, customer relationship, supplier relationship or market.

2.5 VMT will consider applicable US federal and state requirements where those requirements apply to VMT's activities or transaction.

2.6 The US Americans with Disabilities Act prohibits disability discrimination by covered public accommodations and requires full and equal enjoyment of covered goods and services.

2.7 US requirements do not automatically apply to every UK company or every transaction involving a US customer. VMT will assess applicability according to the relevant legal rules.

2.8 Mandatory Moroccan requirements also apply to services performed in Morocco.

3.1 VMT will seek to provide customers with equal access to its services, subject to:

a. legitimate safety requirements;

b. lawful age restrictions;

c. activity-specific requirements;

d. availability;

e. physical or operational limitations;

f. supplier restrictions;

g. other lawful requirements.

3.2 Equal treatment does not always require identical treatment.

3.3 Where a reasonable adjustment is required by applicable law, VMT will consider the adjustment in accordance with that law.

3.4 VMT will not knowingly apply a customer requirement which unlawfully discriminates against a protected group.

4.1 VMT prohibits unlawful discrimination in its dealings with customers and business partners.

4.2 Depending on the applicable jurisdiction, unlawful discrimination might include:

a. direct discrimination;

b. indirect discrimination;

c. harassment;

d. victimisation or retaliation;

e. disability-related discrimination;

f. failure to provide a legally required reasonable adjustment;

g. other prohibited conduct.

4.3 VMT will not knowingly deny a service for a prohibited discriminatory reason.

5.1 Under UK law, protected characteristics include:

a. age;

b. disability;

c. gender reassignment;

d. marriage and civil partnership;

e. pregnancy and maternity;

f. race;

g. religion or belief;

h. sex;

i. sexual orientation.

5.2 Applicable laws in other jurisdictions might protect additional characteristics or impose different requirements.

5.3 Where another jurisdiction's mandatory law applies to a transaction, VMT will comply with the applicable protection.

6.1 VMT will not discriminate unlawfully against a person because of disability.

6.2 Disability-related requirements will be considered individually.

6.3 VMT will avoid assumptions about a person's ability based solely on a disability.

6.4 Safety decisions should be based on actual and reasonably identifiable risks rather than stereotypes or assumptions.

6.5 US ADA regulations expressly state that safety requirements must be based on actual risks rather than speculation, stereotypes or generalisations about persons with disabilities.

7.1 VMT recognises that accessibility varies between travel services.

7.2 VMT does not own or control every facility, vehicle, hotel, restaurant, attraction or activity used during VMT services.

7.3 VMT will provide accurate accessibility information available to VMT at the time of booking.

7.4 Customers should provide accessibility requirements before booking where possible.

7.5 Earlier disclosure gives VMT more time to assess suppliers and arrange suitable services.

7.6 VMT does not guarantee accessibility where the relevant facility or supplier does not provide the required facilities.

8.1 Where relevant, VMT might provide information concerning:

a. wheelchair access;

b. steps;

c. lifts;

d. bathroom access;

e. vehicle access;

f. walking distances;

g. terrain;

h. accommodation access;

i. activity restrictions;

j. available assistance.

8.2 Accessibility descriptions will be based on information reasonably available to VMT.

8.3 VMT will not knowingly describe a service as fully accessible where available information does not support that description.

9.1 Where applicable law requires reasonable adjustments, VMT will consider appropriate adjustments.

9.2 Depending on the circumstances, an adjustment might involve:

a. changing a meeting arrangement;

b. providing information in an alternative format;

c. modifying a reasonable administrative procedure;

d. arranging an appropriate supplier;

e. adapting communication;

f. considering an alternative service.

9.3 The adjustment depends on the circumstances and applicable legal requirements.

9.4 VMT will consider whether a requested adjustment is reasonable, safe, lawful and operationally feasible.

9.5 A request might be refused where applicable law permits refusal, including circumstances involving fundamental alteration, undue burden or a genuine safety requirement.

9.6 US ADA rules recognise reasonable modifications to policies and procedures where necessary for equal access, subject to circumstances such as fundamental alteration and undue burden.

10.1 Safety requirements apply equally to all travellers.

10.2 A disability does not automatically justify exclusion from an activity.

10.3 An activity might have genuine physical, medical, environmental or equipment requirements.

10.4 Where participation presents a genuine safety concern, VMT might seek an alternative arrangement where reasonably available.

10.5 Safety restrictions must not rely solely on stereotypes or assumptions about disability.

10.6 Activity-specific safety requirements remain governed by VMT's Traveller Safety, Health and Activities Policy.

11.1 Customers should disclose relevant special requirements before booking.

11.2 Special requirements might include:

a. mobility requirements;

b. visual or hearing requirements;

c. communication requirements;

d. dietary requirements;

e. assistance requirements;

f. accessibility requirements;

g. equipment requirements;

h. other service requirements.

11.3 VMT will assess requests according to the services available and applicable law.

11.4 A request for a special service does not automatically mean the service is available.

12.1 Customers should provide relevant information where necessary to assess a service safely.

12.2 VMT will not request medical information merely for curiosity.

12.3 Where medical information is necessary for a legitimate purpose, VMT will handle the information according to its Data Protection, Privacy, Cookies, Retention and Data Rights Policy.

12.4 Customers remain responsible for providing accurate information relevant to their participation where such information is reasonably required for safety.

13.1 VMT will communicate relevant accessibility requirements to suppliers where necessary to arrange the service.

13.2 Suppliers are expected to provide accurate accessibility information.

13.3 Suppliers must not falsely describe facilities or services as accessible.

13.4 VMT might replace or reconsider a supplier where material accessibility information proves inaccurate.

14.1 VMT expects suppliers to:

a. comply with applicable anti-discrimination laws;

b. treat customers respectfully;

c. provide accurate accessibility information;

d. consider reasonable adjustments where required;

e. avoid discriminatory conduct;

f. cooperate with VMT regarding legitimate accessibility requirements.

14.2 VMT's Supplier Code of Conduct forms part of the supplier standards where incorporated into the relevant supplier relationship.

15.1 VMT expects guides and drivers to treat customers respectfully.

15.2 Guides and drivers should provide reasonable assistance within their role and competence.

15.3 Guides and drivers must not:

a. ridicule a disability;

b. refuse service for an unlawful discriminatory reason;

c. make discriminatory comments;

d. intentionally obstruct reasonable accessibility arrangements;

e. disclose private disability information unnecessarily.

15.4 Guides and drivers are not required to perform medical or specialist care outside their competence.

16.1 VMT will communicate relevant accessibility requirements to accommodation suppliers where necessary.

16.2 Customers should request accessible accommodation before booking.

16.3 VMT will seek information concerning relevant facilities where such information is available.

16.4 VMT does not guarantee a specific room configuration unless VMT expressly confirms the configuration as part of the booking.

16.5 Accessibility standards vary between properties and jurisdictions.

16.6 Customers should review the specific accessibility information provided before confirming a booking.

17.1 VMT will consider disclosed mobility and accessibility requirements when arranging transportation.

17.2 Customers should provide information about:

a. wheelchair use;

b. mobility equipment;

c. assistance requirements;

d. vehicle space requirements;

e. other relevant transport needs.

17.3 Vehicle availability and local infrastructure might restrict available options.

17.4 VMT will communicate material limitations known to VMT before service delivery where reasonably possible.

18.1 Activities might have genuine physical or environmental requirements.

18.2 Requirements might include:

a. walking;

b. climbing;

c. balance;

d. swimming;

e. weight restrictions for equipment;

f. terrain requirements;

g. weather conditions;

h. safety equipment requirements.

18.3 VMT will provide material information reasonably available concerning such requirements.

18.4 VMT will consider alternatives where appropriate and available.

19.1 Service-animal requirements depend on the applicable jurisdiction, supplier and service.

19.2 Customers travelling with a service animal should notify VMT before booking.

19.3 VMT will consider applicable legal requirements concerning service animals.

19.4 VMT cannot guarantee access to every facility where a third-party supplier or local law imposes lawful restrictions.

19.5 US ADA rules contain specific requirements concerning service animals and public accommodations. VMT will not automatically apply US rules to services where US law does not govern.

20.1 VMT will seek to communicate clearly with customers concerning accessibility arrangements.

20.2 Where a customer requires an alternative communication format, VMT will consider reasonable options.

20.3 Under applicable US disability law, covered public accommodations have obligations concerning effective communication and appropriate auxiliary aids and services.

20.4 VMT will assess such requirements according to the applicable legal framework and the nature of the service.

21.1 VMT seeks to improve accessibility of its digital services.

21.2 VMT recognises that accessibility requirements for websites and digital services vary between jurisdictions and service types.

21.3 VMT will consider applicable legal requirements where its website or digital service falls within their scope.

21.4 US Department of Justice guidance states that the ADA applies to goods, services and activities offered by covered public accommodations through websites.

22.1 VMT values a diverse customer base and workforce.

22.2 VMT expects employees, contractors, guides, drivers and suppliers to treat others with dignity.

22.3 Diversity does not require VMT to ignore legitimate qualification, licensing, safety or service requirements.

23.1 VMT personnel must:

a. follow this Policy;

b. treat customers fairly;

c. avoid discriminatory conduct;

d. handle accessibility requests appropriately;

e. protect confidential information;

f. escalate serious concerns.

23.2 Contractors and suppliers are expected to follow equivalent standards where incorporated into their contractual arrangements.

24.1 VMT will provide appropriate guidance to relevant personnel according to the size and needs of the business.

24.2 Training might cover:

a. non-discrimination;

b. disability awareness;

c. accessibility requests;

d. respectful communication;

e. safeguarding;

f. complaint handling.

24.3 Training requirements will be proportionate to the person's role.

25.1 VMT does not tolerate unlawful harassment connected with protected characteristics.

25.2 Serious allegations involving VMT personnel or suppliers will be investigated appropriately.

25.3 Customers, employees and suppliers should report serious concerns promptly.

26.1 VMT does not support retaliation against a person who raises a genuine discrimination or accessibility concern.

26.2 VMT will consider allegations of retaliation seriously.

26.3 This provision does not prevent lawful action concerning unrelated misconduct.

27.1 Customers should provide accurate information relevant to accessibility and special requirements.

27.2 Customers should provide requests early enough for VMT to assess supplier availability.

27.3 Customers must follow legitimate safety instructions.

27.4 Customers must not deliberately misuse accessibility arrangements.

27.5 Customers must not use a disability-related request as a means to obtain services unrelated to the disclosed requirement.

27.6 VMT will not use customer non-compliance as a reason to deny rights provided by mandatory law.

28.1 VMT arranges services involving independent suppliers.

28.2 Some accessibility features depend on third parties.

28.3 VMT will communicate material limitations known to VMT.

28.4 VMT will not claim control over facilities or infrastructure which VMT does not own or operate.

28.5 Where VMT acts as a package organiser, mandatory package-travel obligations remain applicable regardless of supplier involvement.

29.1 VMT is not required to provide a service which would fundamentally change the nature of the contracted service where applicable law permits refusal.

29.2 A requested adjustment might also be subject to legitimate safety, operational or disproportionate-cost considerations under the applicable legal framework.

29.3 Any refusal should be based on the relevant circumstances and applicable law, not on assumptions about the person.

30.1 Customers should report discrimination or accessibility problems to VMT as soon as reasonably possible.

30.2 Complaints should be sent to:

hello@visitmorocco.tours

30.3 Where a problem occurs during travel, customers should notify VMT promptly so VMT has a reasonable opportunity to investigate and seek an appropriate solution.

30.4 VMT's Complaints Handling Policy applies to formal complaints.

31.1 Where a complaint concerns a supplier, VMT will assess the information provided.

31.2 VMT might:

a. contact the supplier;

b. request evidence;

c. seek corrective action;

d. review future bookings;

e. suspend a service;

f. take contractual action.

31.3 Serious discrimination or accessibility concerns might result in supplier suspension or termination where contractually and legally permitted.

32.1 VMT might retain records concerning accessibility requests and discrimination complaints.

32.2 Records will be handled under VMT's Data Protection, Privacy, Cookies, Retention and Data Rights Policy.

32.3 VMT will retain information only for an appropriate period according to applicable legal, contractual and operational requirements.

33.1 Accessibility requests might involve health or disability information.

33.2 Such information might constitute special-category or otherwise sensitive personal data under applicable law.

33.3 VMT will process such information only where a lawful basis and any required additional condition exist.

33.4 VMT will restrict access to persons who need the information for a legitimate purpose.

34.1 VMT serves customers from different jurisdictions.

34.2 A customer's nationality or residence does not automatically determine which discrimination law applies.

34.3 VMT will assess applicable requirements according to factors including:

a. the service;

b. location;

c. customer relationship;

d. supplier;

e. applicable territorial rules;

f. mandatory consumer law.

34.4 Where two legal regimes apply, VMT will seek to comply with both.

34.5 Where requirements differ, VMT will not voluntarily contract out of a mandatory legal protection.

35.1 VMT's UK framework includes the Equality Act 2010.

35.2 VMT will consider the Equality Act requirements applying to services and other relevant activities.

35.3 The EHRC's services Code explains that Part 3 covers services supplied publicly or privately and recognises that equal treatment might sometimes require a service to be provided differently to meet the needs of disabled people.

35.4 The EHRC updated its services Code in 2026. The updated Code was laid before Parliament on 21 May 2026 and was under parliamentary consideration as of the effective date of this Policy.

36.1 VMT will consider applicable EU equality and accessibility requirements where EU law applies.

36.2 EU rules do not automatically apply to every VMT service merely because a customer lives in the EU.

36.3 VMT will assess territorial scope and the specific service involved.

36.4 Where mandatory EU requirements apply, VMT will comply with them.

37.1 VMT will consider applicable US federal and state requirements where relevant.

37.2 The ADA prohibits covered public accommodations from discriminating against individuals with disabilities in the full and equal enjoyment of covered goods and services.

37.3 State and local laws might provide additional protections.

37.4 VMT will assess applicable US requirements according to the relevant transaction and legal scope.

37.5 VMT does not represent that every US state law applies to VMT.

38.1 Nothing in this Policy excludes, restricts or waives a statutory right where such exclusion or restriction is prohibited by law.

38.2 Where this Policy conflicts with mandatory law, the mandatory law prevails.

38.3 Contractual limitations remain subject to applicable consumer and equality legislation.

39.1 VMT will periodically review this Policy.

39.2 Reviews might consider:

a. changes to UK law;

b. EU developments;

c. US federal and state developments;

d. Moroccan requirements;

e. supplier practices;

f. customer complaints;

g. accessibility developments.

VISIT MOROCCO TOURS LTD

82a James Carter Road

Mildenhall

Bury St. Edmunds

England

IP28 7DE

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

41.1 This Policy takes effect on 12 August 2026.

41.2 VMT will update the Policy where material legal or operational changes require an amendment.