Lost Property, Fraud and Payment Security Policy

1.1 This Policy establishes VMT's procedures concerning property left behind during VMT services and payment security.

1.2 The Policy applies to customers, suppliers, guides, drivers, accommodation providers and other persons involved in VMT services where relevant.

1.3 VMT will take reasonable steps to assist with genuine lost-property reports and payment-security concerns.

1.4 VMT does not become an insurer, custodian or guarantor of customer property merely because VMT assists with its recovery.

1.5 Nothing in this Policy excludes or restricts mandatory statutory rights.

2.1 Customers remain responsible for their personal belongings throughout their travel.

2.2 Customers should check vehicles, accommodation, restaurants, camps, activity locations and other premises before leaving.

2.3 VMT is not responsible for loss, theft or damage to personal property where VMT has no legal responsibility for the loss.

2.4 Where a customer leaves property behind, VMT will make reasonable efforts to assist with recovery where practicable.

2.5 Recovery depends on:

a. whether the property has been found;

b. whether the relevant supplier still has possession;

c. whether the property can be identified;

d. whether the property remains available;

e. local circumstances;

f. applicable law.

3.1 Customers should report missing property as soon as possible.

3.2 Reports should be sent to:

hello@visitmorocco.tours

or

WhatsApp: +212 660 813 231

3.3 The report should include, where available:

a. customer's full name;

b. booking reference;

c. date and approximate time;

d. location;

e. description of the item;

f. colour, brand or identifying features;

g. photographs or proof of ownership;

h. contact details.

3.4 Prompt reporting improves the likelihood of recovery.

3.5 VMT does not guarantee recovery.

4.1 Where VMT, a guide, driver or supplier finds property, reasonable steps should be taken to identify the owner.

4.2 VMT might request evidence of ownership before releasing property.

4.3 Suitable evidence might include:

a. photographs;

b. purchase receipts;

c. unique identifying information;

d. descriptions of contents;

e. device serial numbers;

f. other credible evidence.

5.1 VMT might refuse to release property where ownership cannot reasonably be established.

5.2 Where multiple persons claim an item, VMT might retain the item temporarily while ownership is assessed.

5.3 VMT does not guarantee a particular investigation procedure for disputed ownership.

6.1 Found property might be stored by VMT or by the supplier that found the item.

6.2 Storage arrangements depend on the circumstances.

6.3 VMT will take reasonable care of property voluntarily retained by VMT.

6.4 VMT does not accept responsibility for deterioration, damage or loss arising from the inherent nature of an item or circumstances outside VMT's reasonable control, subject to mandatory legal obligations.

6.5 Perishable, hazardous, illegal, contaminated or otherwise unsuitable items might not be retained.

6.6 Items presenting a health, safety or legal concern might be handed to an appropriate authority or disposed of where lawful and necessary.

7.1 High-value items might require additional verification before return.

7.2 Sensitive items such as passports, identity documents, payment cards or official documents might be handled according to applicable legal and security requirements.

7.3 VMT might refer official identity documents to the relevant authority where appropriate.

7.4 VMT will not knowingly interfere with official documents or legal processes.

8.1 VMT will discuss available return arrangements with the customer.

8.2 Return options might include:

a. collection by the customer;

b. delivery through a supplier;

c. courier delivery;

d. collection by an authorised representative.

8.3 VMT does not guarantee availability of a particular delivery method.

9.1 The customer normally bears reasonable shipping and handling costs associated with returning personal property unless applicable law requires otherwise or VMT agrees otherwise.

9.2 VMT might require payment before dispatch.

9.3 Shipping costs might include:

a. courier fees;

b. packaging;

c. customs charges;

d. duties;

e. insurance requested by the customer;

f. other third-party charges.

9.4 VMT does not control third-party courier services.

9.5 VMT is not responsible for delays caused by customs, courier companies, border authorities or other third parties except where VMT has legal responsibility.

10.1 Returning property internationally might involve customs restrictions.

10.2 The customer is responsible for providing accurate information required for lawful shipment.

10.3 Certain items cannot lawfully be shipped internationally.

10.4 VMT might decline to arrange shipment where legal, customs or safety requirements make shipment unsuitable.

11.1 VMT will make reasonable efforts to contact the owner where sufficient information exists.

11.2 Property will not be stored indefinitely.

11.3 If property remains unclaimed after a reasonable period, VMT might:

a. return it to the supplier;

b. donate it where lawful;

c. dispose of it;

d. surrender it to an appropriate authority;

e. take another lawful step appropriate to the circumstances.

11.4 The appropriate period depends on the nature of the property and circumstances.

11.5 Perishable, hazardous or legally restricted property might require earlier disposal or referral.

12.1 VMT will not knowingly return or transport unlawful items.

12.2 Items suspected to involve criminal activity might be referred to the relevant authority.

12.3 VMT will cooperate with lawful requests from competent authorities.

13.1 Customers should keep passports, money, payment cards, electronic devices, medication and other valuable belongings secure.

13.2 Customers should not leave valuable property unattended.

13.3 Customers should use available hotel, accommodation or supplier security facilities where appropriate.

13.4 Customers should maintain appropriate travel insurance for personal belongings where relevant.

13.5 Loss of property does not automatically create a right to a refund for unused travel services.

14.1 VMT seeks to protect customer payment information using appropriate security measures.

14.2 VMT does not normally require customers to send full payment-card details through WhatsApp, ordinary email or unsecured messages.

14.3 Customers should not send:

a. full card numbers;

b. CVV or security codes;

c. online banking passwords;

d. one-time authentication codes;

e. payment-provider login credentials

through ordinary messages to VMT personnel.

15.1 Customers should use payment instructions provided through VMT's authorised booking and payment channels.

15.2 Customers should verify payment instructions if they receive an unexpected change to:

a. bank details;

b. payment recipient;

c. payment amount;

d. payment method.

15.3 A customer should contact VMT directly using the established contact details before making an unexpected payment.

15.4 VMT will not knowingly request a customer's online banking password or authentication code.

16.1 VMT may implement reasonable measures to identify and prevent fraudulent transactions.

16.2 Such measures might include:

a. payment verification;

b. identity checks;

c. booking information checks;

d. transaction monitoring;

e. verification of unusual requests;

f. communication with payment providers.

16.3 Fraud-prevention measures might result in additional verification before a booking is confirmed.

16.4 VMT will seek to apply verification measures proportionately.

17.1 VMT might investigate a transaction where there are reasonable grounds for concern.

17.2 Indicators might include:

a. inconsistent customer information;

b. unusual payment patterns;

c. payment-card information inconsistent with the booking;

d. repeated failed payments;

e. requests to redirect refunds;

f. unusual chargeback behaviour;

g. suspected account compromise;

h. other indicators of fraud.

17.3 VMT might delay confirmation while verification takes place.

17.4 VMT might refuse or cancel a transaction where applicable law permits and reasonable fraud concerns remain unresolved.

18.1 VMT might request reasonable evidence to verify a booking or payment.

18.2 Verification might include confirmation of:

a. customer's identity;

b. booking information;

c. payment ownership;

d. authorised payer status.

18.3 VMT will seek to avoid requesting unnecessary personal information.

18.4 Personal information collected for verification will be handled according to VMT's Data Protection, Privacy, Cookies, Data Retention and Data Rights Policy.

19.1 VMT might use third-party payment providers, banks or financial institutions.

19.2 Such providers might impose their own security checks, verification requirements and terms.

19.3 VMT does not control the internal fraud systems of third-party payment providers.

19.4 Where a payment provider declines or blocks a transaction, VMT might require another lawful payment method.

20.1 Customers should retain payment confirmations and booking correspondence.

20.2 Customers should check payment confirmations against the agreed booking amount.

20.3 Customers should promptly report an apparent unauthorised payment.

21.1 Customers retain any statutory rights and applicable rights provided by their card issuer or payment provider.

21.2 Customers should contact VMT first where a payment dispute concerns a booking issue and a direct resolution remains possible.

21.3 VMT will not prevent a customer from exercising a lawful chargeback right.

21.4 VMT might provide relevant booking, payment and service records to a payment provider or card issuer when responding to a chargeback.

22.1 VMT will investigate chargebacks which appear inconsistent with the booking records.

22.2 Examples include claims that:

a. a payment was unauthorised when the payer authorised the transaction;

b. a service was not provided when records show otherwise;

c. a refund was not received where records show payment;

d. a transaction was duplicated when it was not.

22.3 Where legally permitted, VMT might contest a fraudulent or inaccurate chargeback.

22.4 VMT might provide evidence to the relevant payment provider, bank or competent authority.

23.1 VMT will use reasonable measures to prevent fraudulent refund requests.

23.2 Refunds will normally be made according to the applicable booking, cancellation and refund terms.

23.3 VMT might verify the identity of the person requesting a refund.

23.4 VMT might return a refund only to the original payment method where appropriate and legally permissible.

23.5 VMT will not knowingly redirect a refund to an unrelated third party without appropriate verification.

24.1 A customer must not knowingly obtain or retain duplicate refunds for the same payment.

24.2 If a duplicate refund occurs due to an administrative or payment-processing error, VMT might seek recovery of the duplicate amount where legally permitted.

24.3 VMT will provide reasonable evidence supporting a legitimate recovery request.

25.1 Customers are responsible for protecting their own email accounts, booking accounts and devices.

25.2 Customers should:

a. use strong passwords;

b. avoid sharing login credentials;

c. use multi-factor authentication where available;

d. verify unexpected payment requests;

e. report suspected account compromise promptly.

25.3 VMT is not responsible for losses arising solely from a customer's failure to protect their own credentials, except where VMT has a legal responsibility for the relevant loss.

26.1 Customers should be cautious of messages claiming to represent VMT.

26.2 VMT will not knowingly ask customers to provide passwords, CVV codes or authentication codes through ordinary communication channels.

26.3 Customers should verify unusual requests using VMT's established contact details.

26.4 Suspected impersonation should be reported promptly to:

hello@visitmorocco.tours

or

WhatsApp: +212 660 813 231

27.1 VMT will process personal information in accordance with its Data Protection, Privacy, Cookies, Data Retention and Data Rights Policy.

27.2 Payment information might be processed by third-party payment providers.

27.3 VMT will seek to limit access to payment-related information to persons who require access for legitimate business purposes.

27.4 VMT will not knowingly retain sensitive payment authentication information where retention is unnecessary or prohibited.

28.1 VMT will assess suspected payment-security incidents.

28.2 Where an incident involves personal data, VMT will follow applicable data-protection requirements.

28.3 Where legally required, VMT will notify appropriate authorities, regulators, payment providers or affected persons.

28.4 VMT will take reasonable steps to contain and investigate suspected incidents.

29.1 VMT might need to contact a hotel, driver, guide, restaurant, activity operator or other supplier concerning lost property.

29.2 VMT does not guarantee that a third party will locate or return an item.

29.3 Where a third party has possession, VMT might facilitate communication rather than assume responsibility for the property.

30.1 Where a third party has legal responsibility for lost property or payment processing, VMT's responsibility remains subject to the applicable contractual and statutory framework.

30.2 Nothing in this Policy transfers a supplier's legal responsibility to VMT or removes VMT's own mandatory legal obligations.

31.1 Customers must provide accurate information when reporting lost property, payment fraud or suspected unauthorised transactions.

31.2 Customers must not knowingly submit false fraud claims.

31.3 Customers must not knowingly provide false information to obtain:

a. a refund;

b. a chargeback;

c. replacement property;

d. compensation;

e. another financial benefit.

32.1 VMT might investigate suspected fraudulent claims.

32.2 Where appropriate, VMT might provide evidence to a payment provider, insurer, law-enforcement authority or other competent organisation.

32.3 VMT might pursue lawful recovery of losses caused by deliberate fraud.

33.1 Nothing in this Policy excludes liability which cannot lawfully be excluded.

33.2 Subject to mandatory law, VMT is not responsible for loss, theft or damage to customer property where VMT did not assume responsibility for the property.

33.3 Subject to mandatory law, VMT is not responsible for losses arising solely from:

a. customer negligence;

b. customer failure to secure property;

c. customer failure to report loss promptly;

d. customer disclosure of credentials;

e. customer use of fraudulent or compromised third-party services;

f. circumstances outside VMT's reasonable control.

34.1 This Policy should be read together with VMT's:

a. Customer Terms, Booking, Payment, Cancellation and Refund Policy;

b. Package Travel and Travel Services Policy;

c. Travel Disruption, Force Majeure and Emergency Assistance Policy;

d. Traveller Safety, Health and Activities Policy;

e. Data Protection, Privacy, Cookies, Data Retention and Data Rights Policy;

f. Complaints Handling Policy.

34.2 Where mandatory law applies, mandatory law prevails over an inconsistent provision.

35.1 VMT might maintain records concerning:

a. lost-property reports;

b. recovered items;

c. shipping arrangements;

d. payment disputes;

e. chargebacks;

f. fraud investigations;

g. security incidents.

35.2 Records will be retained according to applicable legal, contractual and operational requirements.

35.3 Personal data will be handled according to VMT's Data Protection Policy.

VISIT MOROCCO TOURS LTD

82a James Carter Road

Mildenhall

Bury St. Edmunds

England

IP28 7DE

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

37.1 This Policy takes effect on 12 August 2026.

37.2 VMT might update this Policy where required by changes in law, payment systems, security practices or business operations.