Package Travel and Travel Services Policy

1.1 This Policy explains how VISIT MOROCCO TOURS LTD, referred to as “VMT”, provides, arranges and sells travel services in Morocco.

1.2 This Policy forms part of VMT's Customer Terms, Booking, Payment, Cancellation and Refund Policy.

1.3 This Policy applies according to the nature of the booking and VMT's legal role in relation to the relevant services.

1.4 VMT will identify the applicable contractual arrangement in the quotation, Booking Confirmation or other contractual documentation.

1.5 Nothing in this Policy removes mandatory rights imposed by applicable law.

1.6 Where mandatory law imposes obligations exceeding those described in this Policy, the mandatory legal requirements prevail.

1.7 Where applicable law permits contractual flexibility, VMT will apply the contractual provisions contained in this Policy.

2.1 A “Package” exists where the booking meets the applicable legal definition of a package.

2.2 A Package might include combinations such as:

a. accommodation and transportation;

b. accommodation and organised activities;

c. transportation and organised activities;

d. accommodation, transportation and activities;

e. other combinations meeting the applicable statutory definition.

2.3 The legal classification of a booking depends on the actual services purchased, how they are selected and sold, their relative importance and the circumstances of the transaction.

2.4 A booking does not become a Package merely because VMT presents several optional services on its website.

2.5 A quotation containing optional services does not, by itself, mean those services form part of the customer's booking.

2.6 Services selected and confirmed separately might remain separate Travel Services unless the applicable law classifies the resulting arrangement as a Package.

2.7 VMT will not artificially divide a Package into separate transactions for the purpose of avoiding statutory obligations.

2.8 Equally, VMT will not treat genuinely independent Travel Services as a Package where the applicable law does not require such classification.

2.9 Where VMT is legally the organiser of a Package, VMT will comply with the obligations applicable to package organisers.

2.10 For UK customers, the applicable UK package-travel framework currently remains the Package Travel and Linked Travel Arrangements Regulations 2018, as amended and in force on the relevant date.

2.11 The UK 2026 amendment regulations are scheduled to come into force on 6 April 2027. Bookings entered into before that commencement date remain subject to the applicable pre-amendment framework, subject to the precise transitional provisions.

3.1 As of 12 August 2026, UK law continues to recognise Linked Travel Arrangements under the existing 2018 Regulations.

3.2 VMT will assess whether an arrangement constitutes a Linked Travel Arrangement based on the statutory definition applicable at the time the arrangement is created.

3.3 VMT will provide the information and protections required where a Linked Travel Arrangement exists.

3.4 VMT will not describe a transaction as a Linked Travel Arrangement where the legal criteria are not satisfied.

3.5 From 6 April 2027, the UK framework is scheduled to remove the separate Linked Travel Arrangement category and amend the definition of Package. VMT will update its contractual documentation before those changes become applicable.

3.6 EU customers will receive the protections required by the EU law applicable to their booking.

3.7 Directive (EU) 2026/1024 removes the separate EU Linked Travel Arrangement regime as part of its reform of Directive 2015/2302, subject to national transposition and the applicable implementation dates. VMT will apply the law actually in force in the relevant jurisdiction at the relevant time.

4.1 VMT also sells individual Travel Services.

4.2 These might include:

a. airport transfers;

b. private transportation;

c. accommodation;

d. guided tours;

e. excursions;

f. desert experiences;

g. camel excursions;

h. 4x4 excursions;

i. activities;

j. meals;

k. attraction visits;

l. other services supplied in Morocco.

4.3 A standalone Travel Service does not automatically receive the legal treatment applicable to a Package.

4.4 The rights applying to a standalone Travel Service depend on:

a. the contractual terms;

b. the nature of the service;

c. the supplier involved;

d. mandatory consumer law;

e. the law applicable to the relevant transaction.

4.5 VMT will not voluntarily assume Package-organiser obligations for a genuinely standalone service unless required by law or expressly agreed.

5.1 VMT might act as:

a. Package organiser;

b. retailer;

c. intermediary;

d. booking agent;

e. arranger of a Travel Service;

f. provider of a Travel Service;

g. a combination of these roles depending on the booking.

5.2 VMT's role will depend on the actual transaction rather than a label placed on the booking.

5.3 Where VMT is the legal organiser of a Package, VMT accepts the responsibilities imposed on an organiser by applicable law.

5.4 Where VMT acts only as an intermediary for a standalone service, VMT's obligations are limited to those applicable to that intermediary role, subject to mandatory law.

5.5 VMT does not guarantee the performance of services which it has not contracted to provide and for which it has no legal responsibility.

5.6 Where VMT is responsible for a Package, VMT cannot contract out of mandatory organiser responsibility simply by describing itself as an intermediary.

5.7 The 2026 EU reform expressly reinforces this principle by providing that an organiser cannot avoid its obligations through a declaration describing itself as exclusively a service provider or intermediary.

6.1 VMT uses independent suppliers for some Travel Services.

6.2 Suppliers might include:

a. hotels and accommodation providers;

b. transport operators;

c. licensed guides;

d. activity operators;

e. restaurants;

f. desert camps;

g. excursion operators;

h. attraction operators;

i. other Moroccan service providers.

6.3 VMT will select suppliers using reasonable commercial criteria appropriate to the service.

6.4 Where practical, VMT will assess relevant matters such as licensing, insurance, reputation, operational capability and safety standards.

6.5 Supplier appointment does not transfer VMT's statutory obligations where VMT is the Package organiser.

6.6 VMT will retain contractual rights against suppliers where appropriate.

6.7 VMT may seek reimbursement, contribution or other redress from suppliers where a supplier's act or omission causes VMT to incur liability.

6.8 VMT may replace a supplier where reasonably necessary.

6.9 Supplier replacement does not automatically constitute a contractual breach where the replacement service is permitted by the booking terms and applicable law.

6.10 Where a supplier replacement amounts to a significant change to a Package, VMT will provide the rights required by applicable law.

6.11 VMT will not guarantee that a particular individual supplier, vehicle, hotel employee, guide or other named person will remain available unless the Booking Confirmation expressly guarantees that person or service.

7.1 Accommodation is subject to availability and the terms stated in the Booking Confirmation.

7.2 Hotel names, room categories and accommodation arrangements will be stated where confirmed at the time of booking.

7.3 Where accommodation has not been finally confirmed, VMT will clearly communicate the relevant category or standard.

7.4 Hotel classifications are based on the applicable classification system or information supplied by the accommodation provider.

7.5 VMT does not guarantee that Moroccan accommodation classifications correspond exactly to classifications used in another country.

7.6 VMT may use equivalent or superior alternative accommodation where:

a. the original accommodation becomes unavailable;

b. the supplier fails;

c. operational circumstances require a change;

d. safety considerations require a change;

e. extraordinary circumstances require a change;

f. applicable law permits the substitution.

7.7 Where a substitute accommodation is materially different or lower in value, VMT will provide the remedy required by applicable law.

7.8 Where a higher-category substitute is provided at VMT's initiative, VMT will not normally charge the traveller the additional value unless the traveller specifically requested the upgrade.

7.9 Room allocation is subject to the Booking Confirmation and the hotel's operational procedures.

7.10 Special requests are requests, not guarantees, unless VMT confirms them as guaranteed in writing.

7.11 Examples include:

a. adjoining rooms;

b. specific floors;

c. specific views;

d. beds of a particular type;

e. early check-in;

f. late check-out;

g. particular room locations.

7.12 A hotel might charge additional amounts for services requested directly by the traveller.

7.13 VMT is not responsible for personal expenses charged by accommodation providers where those expenses were not included in the booking.

7.14 Accommodation facilities can vary by property and season. Facilities such as swimming pools, restaurants, air conditioning, lifts and other amenities are subject to operational availability unless expressly guaranteed.

8.1 VMT may arrange private or shared transportation through independent transport suppliers.

8.2 Transportation might include:

a. private cars;

b. minibuses;

c. coaches;

d. 4x4 vehicles;

e. taxis;

f. trains;

g. other lawful local transportation.

8.3 The specific vehicle type will be stated where material to the booking.

8.4 Vehicle photographs used in promotional material are illustrative unless the exact vehicle is expressly guaranteed.

8.5 VMT does not guarantee a particular vehicle registration, make, model or driver unless expressly agreed.

8.6 Vehicle substitutions are permitted where reasonably necessary, provided the replacement satisfies applicable contractual, safety and legal requirements.

8.7 Seating arrangements are subject to vehicle configuration.

8.8 Travellers must comply with reasonable instructions relating to vehicle safety.

8.9 Seatbelts must be used where provided and legally required.

8.10 Children must comply with applicable child-restraint requirements.

8.11 VMT will communicate known transportation restrictions relevant to the booking.

8.12 Travellers must not interfere with the safe operation of a vehicle.

8.13 A driver may refuse to continue transportation where a traveller behaves in a manner which creates a serious safety risk, subject to applicable law.

8.14 Additional costs resulting from traveller misconduct, unreasonable delay or failure to attend a scheduled pickup might be charged where legally permitted.

8.15 VMT is not responsible for traffic delays or road conditions outside VMT's reasonable control, except where mandatory law imposes responsibility.

8.16 VMT will take reasonable steps to mitigate foreseeable operational disruption.

9.1 VMT uses qualified or appropriately authorised guides and local service providers where required by applicable Moroccan law.

9.2 Guide availability is subject to operational circumstances.

9.3 VMT does not guarantee a particular guide unless expressly confirmed.

9.4 Where a confirmed guide becomes unavailable, VMT may appoint another suitably qualified guide.

9.5 A substitute guide does not automatically entitle the traveller to a refund.

9.6 Where the guide substitution materially affects a Package, VMT will provide the remedy required by applicable law.

9.7 Guide language will be stated where relevant.

9.8 A traveller should not assume that every supplier, driver or guide speaks every language offered by VMT.

9.9 VMT will communicate material language limitations known before booking.

10.1 Excursions and activities are subject to weather, safety, supplier availability and operational conditions.

10.2 VMT may modify the sequence, timing or precise location of an excursion where reasonably required for operational or safety reasons.

10.3 Activities might involve inherent risks.

10.4 Relevant activity requirements will be communicated before booking where known and material.

10.5 Travellers must comply with reasonable safety instructions.

10.6 VMT may refuse participation where a traveller:

a. appears intoxicated;

b. does not satisfy a mandatory age requirement;

c. does not satisfy an essential safety requirement;

d. refuses required safety instructions;

e. presents an immediate and serious safety risk.

10.7 Where participation is refused for a lawful safety reason arising from the traveller's circumstances or conduct, no automatic refund applies unless required by law.

10.8 Where an activity is cancelled because the supplier determines that conditions are unsafe, VMT will seek an appropriate alternative or apply the remedy required by the applicable booking terms and law.

10.9 VMT does not guarantee specific weather conditions, wildlife sightings, natural phenomena or other events outside VMT's control.

11.1 Travel services sometimes require operational changes.

11.2 Minor changes might include:

a. changes in itinerary sequence;

b. changes in pickup time;

c. changes in vehicle;

d. changes in guide;

e. changes in restaurant;

f. changes in route;

g. changes in activity timing;

h. equivalent accommodation substitutions.

11.3 VMT may make minor changes where reasonably necessary without treating the change as a cancellation.

11.4 VMT will notify travellers of material changes as required by applicable law.

11.5 Where VMT proposes a significant change to a Package before departure, VMT will provide the rights required by the applicable package-travel legislation.

11.6 Those rights might include acceptance of the proposed change, termination with a refund, or another statutory remedy.

11.7 VMT will not describe a material adverse change as “minor” merely to avoid statutory obligations.

12.1 VMT may substitute a supplier where necessary to maintain the Travel Service.

12.2 Examples include:

a. hotel closure;

b. vehicle breakdown;

c. driver or guide illness;

d. activity operator failure;

e. supplier cancellation;

f. safety concerns;

g. operational requirements;

h. government restrictions;

i. extraordinary circumstances.

12.3 VMT will seek an alternative supplier meeting the original contractual standard where reasonably possible.

12.4 Where the substitute is equivalent or superior and applicable law permits the substitution, no additional payment will normally be required from the traveller.

12.5 Where a substitute is materially inferior, VMT will provide the remedy required by applicable law.

12.6 Where a substitute costs more and the substitution results from circumstances outside the traveller's control, VMT will not normally pass the additional cost to the traveller where applicable law requires VMT to absorb it.

12.7 Where the traveller voluntarily requests a different supplier or service, the resulting additional cost will normally be payable by the traveller.

13.1 VMT aims to provide services in accordance with the Booking Confirmation.

13.2 Travellers must notify VMT promptly if a Travel Service is not being provided as agreed.

13.3 Prompt notification gives VMT a reasonable opportunity to investigate and remedy the problem.

13.4 A traveller should contact VMT using the emergency contact details supplied with the booking where an urgent problem occurs during travel.

13.5 For Package bookings, VMT will remedy a lack of conformity where required by applicable law.

13.6 Where an appropriate remedy is available, VMT may first seek to correct the affected service rather than immediately replacing the entire Package.

13.7 Where immediate correction is impossible or would involve disproportionate cost, VMT will consider the alternatives required by law.

13.8 A traveller should not independently purchase an expensive replacement service and assume VMT will reimburse the cost unless:

a. VMT authorised the purchase;

b. immediate action was reasonably necessary to prevent serious harm or loss; or

c. applicable law requires reimbursement.

13.9 VMT may require reasonable evidence of expenditure.

13.10 Travellers must take reasonable steps to mitigate avoidable losses.

13.11 VMT retains all lawful rights to challenge unreasonable or unsupported claims.

14.1 Where VMT is the Package organiser, VMT will provide assistance to travellers in difficulty as required by applicable law.

14.2 Assistance might include:

a. information about health services;

b. information about local authorities;

c. information about consular assistance;

d. assistance with communications;

e. reasonable help locating alternative travel arrangements;

f. other assistance required by law.

14.3 Where the traveller caused the difficulty intentionally or through negligence, VMT might charge a reasonable fee for assistance where applicable law permits.

14.4 VMT will not charge an unlawful assistance fee.

14.5 Where VMT is not legally responsible for the relevant service, VMT will nevertheless seek to provide reasonable practical assistance where feasible, but such assistance does not automatically create additional contractual liability.

14.6 Assistance does not mean VMT accepts responsibility for an event for which VMT has no legal responsibility.

15.1 A supplier might fail to perform a Travel Service because of circumstances including:

a. insolvency;

b. cancellation;

c. operational failure;

d. staff illness;

e. equipment failure;

f. overbooking;

g. licensing problems;

h. weather;

i. government action;

j. other circumstances outside VMT's reasonable control.

15.2 VMT will take reasonable steps to protect the traveller where VMT is legally responsible.

15.3 Where VMT is the Package organiser, supplier failure does not automatically release VMT from statutory responsibility for proper performance of the Package.

15.4 VMT may pursue contractual remedies against the supplier after dealing with the traveller.

15.5 Where VMT is merely an intermediary and the supplier is legally responsible for a standalone service, the traveller's primary contractual remedy might lie against the supplier, subject to applicable consumer law.

15.6 VMT will not misrepresent its role to avoid an obligation imposed by law.

16.1 Where VMT is the Package organiser, VMT is responsible for the performance of the Travel Services included in the Package as required by applicable law.

16.2 VMT may rely on suppliers to perform individual services, but supplier appointment does not remove mandatory organiser responsibility.

16.3 VMT retains the right to seek redress from suppliers, contractors and other responsible parties.

16.4 A traveller is not required to establish fault by a particular supplier before exercising rights against VMT where VMT is legally responsible as organiser.

16.5 At the same time, a traveller must provide reasonable information and cooperation so VMT has a fair opportunity to investigate and remedy a problem.

16.6 Claims must not exceed the remedies permitted by applicable law or the actual loss established by the traveller, subject to mandatory consumer protections.

16.7 Nothing in this Policy excludes liability which cannot legally be excluded.

16.8 Nothing in this Policy creates liability beyond the level required by applicable law.

17.1 Travellers must:

a. provide accurate booking information;

b. comply with reasonable safety instructions;

c. follow applicable laws;

d. respect suppliers, guides, drivers, accommodation staff and other travellers;

e. attend agreed meeting points on time;

f. protect their personal belongings;

g. disclose material accessibility requirements sufficiently early for VMT to assess them;

h. disclose requirements which materially affect safe participation in an activity;

i. hold the necessary travel documents;

j. follow reasonable instructions during emergencies.

17.2 VMT is not responsible for consequences resulting from information deliberately withheld or materially misstated by a traveller, except where applicable law provides otherwise.

17.3 VMT reserves the right to refuse or terminate participation where a traveller's conduct creates a serious safety, legal or operational risk.

17.4 Where a traveller is removed from a service because of serious misconduct, VMT will assess any refund rights according to the circumstances and applicable law.

18.1 This Policy does not replace mandatory package-travel rights.

18.2 UK Package travellers receive the rights provided by the UK Package Travel and Linked Travel Arrangements Regulations applicable on the date of their contract.

18.3 EU consumers receive mandatory rights applicable under the relevant national implementation of EU package-travel legislation where the relevant EU rules apply.

18.4 US consumers receive rights under applicable federal and state law.

18.5 Moroccan law might impose mandatory requirements concerning services supplied in Morocco.

18.6 Where two legal regimes potentially apply, VMT will determine the applicable rules based on the contract, customer circumstances, destination, place of establishment, method of sale and mandatory conflict-of-law rules.

18.7 VMT will not use this Policy to contract out of mandatory consumer protections.