Travel Disruption, Force Majeure and Emergency Assistance Policy

20.1 This Policy governs VMT's response to events which disrupt, delay, prevent or materially affect Travel Services.

20.2 It combines VMT's:

a. Travel Disruption Policy;

b. Force Majeure Policy;

c. Emergency Assistance Policy;

d. Incident Reporting Policy.

20.3 The Policy applies to both standalone Travel Services and Packages, but the legal obligations differ depending on VMT's role.

21.1 Travel disruption includes events affecting:

a. transportation;

b. accommodation;

c. excursions;

d. activities;

e. guides;

f. roads;

g. airports;

h. ports;

i. attractions;

j. communications;

k. public services;

l. other elements of a booking.

21.2 VMT will assess disruption based on available information and the actual effect on the booking.

21.3 VMT will prioritise traveller safety.

21.4 VMT will then seek to preserve the contractual travel arrangements where reasonably possible.

21.5 VMT will take reasonable mitigation measures but does not guarantee that disruption will not occur.

21.6 Travellers must cooperate with reasonable alternative arrangements.

22.1 Delays might result from:

a. traffic;

b. road closures;

c. weather;

d. transport problems;

e. supplier delays;

f. security measures;

g. government restrictions;

h. airport disruption;

i. traveller delays;

j. other external events.

22.2 VMT will distinguish between delays caused by VMT, suppliers and external events.

22.3 Where VMT has legal responsibility, VMT will provide the remedy required by law.

22.4 Where a delay results from circumstances outside VMT's responsibility, VMT will provide reasonable practical assistance where feasible without assuming liability for the underlying event.

22.5 Travellers should not arrange expensive replacement transportation without first contacting VMT where circumstances permit.

22.6 Where immediate action is required to protect health or safety, travellers should take reasonable protective measures and retain evidence of relevant expenses.

23.1 A Travel Service might be cancelled because of:

a. supplier failure;

b. unsafe conditions;

c. government restrictions;

d. natural events;

e. security incidents;

f. operational failure;

g. force majeure;

h. insufficient minimum numbers where lawfully applicable;

i. other circumstances outside VMT's reasonable control.

23.2 VMT will seek an appropriate alternative where reasonably possible.

23.3 For Packages, VMT will comply with the statutory rules governing significant changes, cancellation, alternative arrangements and refunds.

23.4 For standalone services, the contractual cancellation and refund terms apply subject to mandatory law.

24.1 Natural events might include:

a. flooding;

b. earthquakes;

c. extreme weather;

d. sandstorms;

e. wildfires;

f. landslides;

g. severe storms;

h. extreme heat;

i. other natural hazards.

24.2 VMT will assess the actual impact on safety and service performance.

24.3 VMT will not guarantee performance where competent authorities, suppliers or reasonable safety assessments indicate that continuing would create an unacceptable risk.

24.4 VMT may modify routes, activities, timing or accommodation where reasonably necessary for safety.

24.5 Where such circumstances meet the statutory definition of unavoidable and extraordinary circumstances, the relevant statutory rights will apply.

The EU's 2026 Directive expressly recognises examples including warfare, serious security problems, serious health risks, floods, earthquakes and weather conditions where circumstances make safe performance impossible or expose travellers to significant health or safety risks.

25.1 Government action might include:

a. travel restrictions;

b. road closures;

c. attraction closures;

d. border measures;

e. public health measures;

f. security restrictions;

g. evacuation orders;

h. restrictions on particular activities.

25.2 VMT will comply with lawful government requirements.

25.3 VMT will not knowingly instruct travellers to breach Moroccan, UK, EU, US or other applicable laws.

25.4 Official government warnings and restrictions will be considered when assessing whether an event constitutes an unavoidable and extraordinary circumstance.

26.1 Security events might include:

a. armed conflict;

b. terrorism;

c. civil disorder;

d. serious security threats;

e. government security restrictions;

f. evacuation orders;

g. other events creating serious risks to travellers.

26.2 VMT may suspend, alter or cancel an affected service where reasonably required for safety or legal compliance.

26.3 VMT will consider official government advice when assessing risk.

26.4 VMT does not guarantee that a destination will remain free from political or security incidents.

26.5 VMT will not require a traveller to participate in an activity or travel route which VMT reasonably believes creates an unacceptable safety risk.

27.1 Where transport becomes unavailable, VMT will seek reasonable alternatives.

27.2 Alternative transportation might differ in:

a. vehicle type;

b. departure time;

c. route;

d. duration;

e. seating arrangement;

f. transport provider.

27.3 VMT will seek to preserve the agreed standard where reasonably possible.

27.4 Where a material change occurs to a Package, VMT will apply the applicable statutory rights.

27.5 Where disruption results from the traveller's own failure to attend, late arrival or failure to provide correct information, additional costs might be payable by the traveller where legally permitted.

28.1 If a supplier fails to provide a contracted service, VMT will seek to obtain an appropriate replacement where VMT has responsibility for the relevant service.

28.2 VMT may use another supplier, vehicle, guide, hotel or activity operator.

28.3 Supplier replacement does not automatically create a refund right.

28.4 A refund, price reduction, compensation or other remedy will apply where required by the contract or law.

28.5 VMT retains the right to recover losses from the supplier where legally available.

29.1 For urgent assistance during a VMT booking, travellers should contact:

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

29.2 In an immediate threat to life or safety, travellers should contact the appropriate local emergency services first.

29.3 VMT will provide reasonable assistance consistent with its legal obligations and operational ability.

29.4 Emergency assistance might include:

a. contacting relevant authorities;

b. helping communicate with local service providers;

c. providing information about local medical facilities;

d. assisting with accommodation arrangements;

e. assisting with transportation arrangements;

f. providing information concerning consular assistance.

29.5 VMT does not replace:

a. emergency services;

b. hospitals;

c. police;

d. fire services;

e. national authorities;

f. consular services;

g. travel insurers.

29.6 Travellers remain responsible for following appropriate emergency instructions.

30.1 VMT will take reasonable steps to assist a traveller experiencing a medical emergency.

30.2 VMT staff and suppliers are not medical professionals unless specifically identified as such.

30.3 VMT does not diagnose medical conditions.

30.4 Medical treatment remains the responsibility of the traveller and the relevant medical provider, subject to applicable law.

30.5 Travellers should maintain appropriate travel insurance.

30.6 VMT may contact emergency services where reasonably necessary and permitted by law.

30.7 Where a traveller's medical circumstances require an activity to stop, VMT may suspend participation to protect the traveller or others.

31.1 Where evacuation or repatriation becomes necessary, VMT will provide assistance required by applicable law.

31.2 VMT will not guarantee that evacuation will occur immediately where external conditions prevent immediate transportation.

31.3 Where travel insurance is responsible for evacuation costs, VMT may assist the traveller in contacting the insurer.

31.4 Where applicable package-travel legislation imposes a specific assistance or accommodation obligation, VMT will comply with that obligation.

31.5 Under the existing EU package framework, where extraordinary circumstances prevent a traveller's return, organiser assistance includes accommodation in specified circumstances and subject to the statutory limits and exceptions.

32.1 During an incident, travellers must:

a. follow reasonable safety instructions;

b. provide accurate information;

c. remain contactable;

d. attend alternative meeting points where reasonably possible;

e. retain relevant receipts;

f. report problems promptly;

g. avoid actions which increase avoidable loss or risk.

32.2 VMT might refuse reimbursement of unreasonable expenses caused by a traveller's failure to follow reasonable instructions, except where mandatory law requires reimbursement.

32.3 VMT will not penalise a traveller for taking reasonable emergency measures where immediate action was necessary to protect life or safety.

33.1 Travellers should report incidents to VMT as soon as reasonably possible.

33.2 Reports should include:

a. traveller name;

b. booking reference;

c. date and location;

d. description of the incident;

e. people involved;

f. photographs where appropriate;

g. receipts;

h. relevant supplier details.

33.3 Immediate safety issues should be reported immediately rather than waiting until the end of the trip.

33.4 Failure to report an issue promptly does not automatically remove statutory rights.

33.5 Prompt reporting allows VMT to investigate and remedy problems while the relevant facts remain available.

34.1 “Force majeure” in this Policy means an event outside VMT's reasonable control which VMT could not reasonably have prevented or overcome despite taking reasonable measures.

34.2 Examples might include:

a. natural disasters;

b. serious security incidents;

c. armed conflict;

d. terrorism;

e. civil unrest;

f. serious public health emergencies;

g. government restrictions;

h. major infrastructure failure;

i. severe weather;

j. significant transport disruption;

k. widespread supplier failure;

l. other objectively unavoidable events.

34.3 Force majeure does not automatically remove VMT's statutory obligations.

34.4 VMT will assess whether an event meets the applicable legal definition rather than relying solely on the contractual label “force majeure”.

34.5 For Package bookings, mandatory package-travel rights remain applicable during extraordinary circumstances.

34.6 VMT will take reasonable measures to mitigate the effects of force majeure.

34.7 VMT does not guarantee that mitigation will eliminate losses or disruption.

34.8 VMT is not liable for consequences which applicable law permits VMT to exclude because they arise from circumstances outside VMT's reasonable control.

34.9 VMT retains all contractual and statutory rights arising from the event.

35.1 Where VMT must provide a refund under applicable law, VMT will process the refund within the applicable statutory period.

35.2 Where an alternative arrangement is legally permitted, VMT may offer:

a. alternative accommodation;

b. alternative transportation;

c. alternative activity;

d. alternative itinerary;

e. alternative date;

f. another lawful solution.

35.3 A traveller's acceptance of an alternative arrangement will be recorded where appropriate.

35.4 VMT will not force a traveller to accept a voucher where applicable law requires a monetary refund.

35.5 VMT might offer a voucher or credit as an additional voluntary option where legally permitted.

35.6 Any voucher will state its value, validity and restrictions clearly.

36.1 VMT does not accept responsibility for losses arising exclusively from circumstances which:

a. were unforeseeable;

b. were unavoidable;

c. were outside VMT's reasonable control;

d. could not reasonably have been prevented despite reasonable measures;

e. are excluded by mandatory law from VMT's responsibility.

36.2 This provision does not exclude liability which applicable law prohibits VMT from excluding.

36.3 VMT will not be responsible for losses caused exclusively by a traveller's intentional act, negligence, failure to follow reasonable instructions or material misrepresentation, subject to mandatory law.

36.4 VMT will take reasonable steps to reduce losses rather than allowing avoidable losses to accumulate.

36.5 Nothing in this section limits statutory Package rights.

37.1 VMT may request reasonable evidence when assessing a claim.

37.2 Evidence might include:

a. receipts;

b. photographs;

c. supplier correspondence;

d. medical documents;

e. transport records;

f. official notices;

g. booking records;

h. other relevant evidence.

37.3 VMT will assess claims fairly and in accordance with applicable law.

37.4 VMT will not require evidence which a traveller could not reasonably obtain during an emergency.

38.1 Where VMT pays compensation, provides a price reduction, arranges an alternative service or incurs another cost because a supplier or other third party caused the underlying problem, VMT may seek recovery from that party.

38.2 VMT's rights of redress against suppliers do not reduce a traveller's statutory rights against VMT where VMT is legally responsible.

38.3 VMT may require suppliers to indemnify VMT to the extent permitted by the relevant supplier agreement and law.

39.1 VMT's principal contact point is:

hello@visitmorocco.tours

39.2 WhatsApp:

+212 660 813 231

39.3 Travellers should use the contact information supplied with their Booking Confirmation for urgent travel matters.

39.4 VMT will make reasonable efforts to remain contactable during active Package travel.

39.5 Contact availability does not guarantee immediate resolution where external authorities, suppliers or emergency services control the relevant event.

40.1 This Policy is governed by the law applicable to the underlying booking.

40.2 For VMT's UK contractual relationship, the governing-law position is set out in the Customer Terms.

40.3 Mandatory consumer protections take priority over contractual governing-law provisions where required.

40.4 Nothing in this Policy prevents a consumer from exercising mandatory rights available under applicable EU, UK, US or Moroccan law.

41.1 VMT will use reasonable skill and care in arranging and providing Travel Services.

41.2 VMT does not guarantee uninterrupted performance of every Travel Service.

41.3 VMT's obligations are limited to those imposed by the applicable contract and mandatory law.

41.4 VMT does not assume responsibility for matters outside its reasonable control merely because VMT assists a traveller during an incident.

41.5 VMT's voluntary assistance does not create an admission of liability.

41.6 Any goodwill payment, upgrade, alternative arrangement or other voluntary assistance offered by VMT does not establish a precedent or waive VMT's legal or contractual rights.

41.7 VMT retains all rights of recovery, contribution and indemnity against suppliers and other responsible parties.

41.8 Where a statutory remedy is available, VMT will provide the remedy required by law.

41.9 Where no statutory remedy applies, VMT's liability is determined by the applicable contract and law.

41.10 Nothing in this Policy excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability which the law prohibits VMT from excluding or limiting.

42.1 VMT will review this Policy when relevant UK, EU, US or Moroccan legislation changes.

42.2 VMT will update the Policy before the UK package-travel amendments scheduled for 6 April 2027 become applicable.

42.3 The version applicable to a confirmed booking remains the contractual version applicable to that booking, subject to mandatory changes in law.