Traveller Safety, Health and Activities Policy

1.1 This Policy establishes the safety, health, conduct, accessibility, safeguarding and activity requirements applying to travellers booking or participating in services arranged or provided by VISIT MOROCCO TOURS LTD, referred to as “VMT”.

1.2 This Policy forms part of VMT's Customer Terms and Conditions and applies together with the VMT Package Travel and Travel Services Policy.

1.3 The Policy applies to:

a. private tours;

b. multi-day tours;

c. excursions;

d. transfers;

e. desert experiences;

f. camel excursions;

g. 4x4 excursions;

h. hiking and walking activities;

i. water activities;

j. accommodation-related services;

k. guided experiences;

l. other activities arranged by VMT.

1.4 The requirements applying to a particular activity depend on the activity, location, supplier, age of the traveller, physical requirements, weather, local conditions and applicable law.

1.5 VMT will communicate material known requirements before booking where reasonably practicable.

1.6 Nothing in this Policy excludes or limits a legal right which VMT is prohibited from excluding or limiting.

2.1 VMT places traveller safety above the continuation of an itinerary where a genuine and significant safety risk exists.

2.2 VMT may modify, postpone, suspend or cancel an activity where reasonably necessary for safety.

2.3 Safety decisions might take account of:

a. weather;

b. temperature;

c. visibility;

d. terrain;

e. road conditions;

f. water conditions;

g. fire risk;

h. security conditions;

i. supplier advice;

j. government restrictions;

k. medical circumstances;

l. equipment condition;

m. traveller behaviour;

n. other relevant circumstances.

2.4 Travellers must follow reasonable safety instructions given by VMT, guides, drivers, activity operators and other authorised personnel.

2.5 Travellers must not deliberately interfere with safety equipment.

2.6 Travellers must not remove, disable, misuse or damage safety equipment.

2.7 Travellers must not participate while intoxicated where intoxication creates a safety risk.

2.8 VMT might refuse participation in an activity where a traveller's condition or conduct creates a serious and immediate safety risk.

2.9 Where participation is refused because of the traveller's conduct, intoxication, failure to disclose relevant information or failure to satisfy an expressly communicated safety requirement, the traveller will not automatically receive a refund.

3.1 Travellers must take reasonable care of themselves, other travellers, VMT personnel, suppliers, accommodation, vehicles, equipment and property.

3.2 Travellers are responsible for complying with reasonable instructions issued for safety, security and operational purposes.

3.3 Travellers must not:

a. behave violently;

b. threaten another person;

c. harass another person;

d. engage in discriminatory abuse;

e. engage in sexual harassment;

f. engage in sexual misconduct;

g. damage property;

h. steal property;

i. misuse equipment;

j. interfere with vehicles or drivers;

k. interfere with animals;

l. endanger other travellers;

m. deliberately ignore safety instructions;

n. participate in unlawful activity;

o. engage in conduct likely to damage VMT's reputation or relationships with suppliers;

p. engage in behaviour which materially disrupts the service.

3.4 Travellers remain responsible for their personal conduct throughout the booking.

3.5 Parents, guardians and accompanying adults remain responsible for children and minors in their care except where VMT has expressly agreed in writing to provide a specific supervisory service.

3.6 A traveller who causes loss, damage, injury or additional expense through intentional conduct, negligence, recklessness, unlawful conduct or failure to follow reasonable instructions may be required to reimburse VMT or the relevant supplier to the extent permitted by law.

3.7 VMT may pursue recovery directly or through the relevant supplier, insurer or other lawful process.

3.8 This includes reasonable costs arising from:

a. property damage;

b. vehicle damage;

c. accommodation damage;

d. damaged equipment;

e. lost keys;

f. broken fixtures;

g. excessive cleaning;

h. specialist cleaning;

i. replacement equipment;

j. emergency repairs;

k. supplier penalties;

l. cancellation charges caused by the traveller;

m. additional transportation;

n. additional accommodation;

o. third-party claims;

p. other directly attributable losses.

3.9 VMT will not charge a traveller for ordinary wear and tear or damage which the traveller did not cause.

3.10 VMT will not impose an arbitrary penalty disguised as a damage charge.

3.11 Where VMT or a supplier claims compensation for damage, VMT may request reasonable evidence of the damage and associated cost.

3.12 Where a supplier charges VMT for damage caused by a traveller, VMT may seek reimbursement from the traveller where legally permitted.

3.13 VMT may provide evidence supporting the charge where reasonably available.

3.14 Where the traveller disputes responsibility, VMT will review the available evidence.

4.1 Travellers must treat accommodation responsibly.

4.2 Travellers are responsible for damage caused by themselves or members of their travelling party where the damage results from intentional conduct, negligence, recklessness or misuse.

4.3 Examples include:

a. broken furniture;

b. damaged doors;

c. damaged windows;

d. damaged electrical equipment;

e. damaged plumbing;

f. damaged linens through misuse;

g. excessive staining;

h. smoking where prohibited;

i. damage caused by prohibited animals;

j. lost keys or access devices;

k. deliberate misuse of facilities.

4.4 VMT is not responsible for paying supplier charges arising from traveller-caused damage.

4.5 Where a hotel or other accommodation provider charges a damage deposit, that deposit remains subject to the provider's terms.

4.6 VMT does not control a supplier's decision to impose a lawful damage charge.

4.7 VMT may assist the traveller in disputing an unreasonable charge, but VMT does not guarantee reversal of a supplier's charge.

4.8 Where VMT has paid a supplier charge on behalf of the traveller, VMT may seek reimbursement from the traveller where legally permitted.

5.1 Travellers must use vehicles responsibly.

5.2 Travellers must not:

a. damage seats;

b. damage doors;

c. interfere with vehicle controls;

d. damage safety equipment;

e. smoke where prohibited;

f. spill substances causing material damage;

g. deliberately damage vehicle interiors or equipment.

5.3 VMT may recover reasonable repair or replacement costs attributable to the traveller.

5.4 Ordinary wear and tear remains the responsibility of the vehicle owner or supplier.

6.1 Travellers must use equipment according to instructions.

6.2 Equipment might include:

a. helmets;

b. protective equipment;

c. boards;

d. bicycles;

e. water equipment;

f. climbing equipment;

g. desert equipment;

h. safety equipment;

i. other activity equipment.

6.3 Travellers must report defective equipment before use where reasonably possible.

6.4 Travellers remain responsible for damage caused by deliberate misuse, reckless conduct or failure to follow instructions.

6.5 VMT will not hold a traveller responsible for ordinary equipment wear or a defect unrelated to the traveller.

7.1 VMT expects travellers to behave respectfully towards:

a. other travellers;

b. guides;

c. drivers;

d. hotel staff;

e. activity operators;

f. local communities;

g. children;

h. animals;

i. members of the public.

7.2 VMT operates a zero-tolerance approach to serious violence, sexual abuse, exploitation, threats and deliberate endangerment.

7.3 VMT may intervene where misconduct creates a safety, legal or operational problem.

7.4 Depending on the circumstances, VMT might:

a. issue a warning;

b. require the traveller to stop an activity;

c. separate travellers;

d. contact a supplier;

e. contact authorities;

f. arrange alternative transportation;

g. refuse participation;

h. terminate the affected service;

i. require the traveller to leave accommodation;

j. end the traveller's participation in a tour where legally permitted.

7.5 VMT will consider the seriousness of the conduct before taking action.

7.6 VMT will not remove a traveller merely because of a protected characteristic or lawful exercise of a consumer right.

7.7 Where VMT terminates participation because of serious traveller misconduct, the traveller remains responsible for reasonable additional costs caused by the misconduct where legally permitted.

7.8 No refund will automatically arise from termination resulting from the traveller's own serious misconduct.

8.1 Alcohol consumption is permitted only where lawful and where the relevant supplier allows it.

8.2 Travellers must not become intoxicated to a level which creates a safety risk or materially disrupts the service.

8.3 VMT or a supplier may refuse participation in an activity where intoxication creates a reasonable safety concern.

8.4 This is particularly relevant to:

a. camel excursions;

b. 4x4 excursions;

c. hiking;

d. water activities;

e. swimming;

f. climbing;

g. adventure activities;

h. transportation.

8.5 VMT is not responsible for consequences arising from a traveller's voluntary intoxication except where applicable law imposes responsibility on VMT.

9.1 Travellers must comply with Moroccan law.

9.2 VMT does not permit illegal drug use during VMT services.

9.3 VMT may contact relevant authorities where required by law or where serious safety concerns exist.

9.4 VMT does not provide legal advice concerning possession, use or importation of controlled substances.

9.5 Travellers are responsible for checking applicable laws concerning medication, controlled substances and personal items before travel.

10.1 Adventure activities involve additional risks.

10.2 Activities might include:

a. camel riding;

b. 4x4 excursions;

c. desert trekking;

d. sandboarding;

e. hiking;

f. climbing;

g. water activities;

h. cycling;

i. off-road transportation;

j. other activities identified as adventurous or physically demanding.

10.3 VMT will provide relevant known safety information before participation where reasonably practicable.

10.4 Travellers must assess their own ability to participate.

10.5 A traveller should disclose relevant medical or physical restrictions before booking where those restrictions affect safe participation.

10.6 VMT may require additional information where an activity presents specific risks.

10.7 VMT may refuse participation where a traveller does not meet an essential safety requirement.

11.1 Desert environments present specific risks, including:

a. heat;

b. dehydration;

c. sun exposure;

d. sandstorms;

e. uneven terrain;

f. remote locations;

g. limited communications;

h. temperature changes;

i. animal-related risks;

j. vehicle-related risks.

11.2 Travellers should carry suitable water and follow hydration instructions.

11.3 Travellers should use suitable clothing, footwear and sun protection.

11.4 Travellers should inform VMT before participation if they have a condition which affects heat tolerance, hydration, mobility or endurance.

11.5 VMT may alter or suspend desert activities where conditions become unsafe.

11.6 VMT does not guarantee specific desert weather conditions.

11.7 Travellers must remain with the designated group or follow the guide's instructions concerning safe movement.

12.1 Camel activities involve risks including:

a. falls;

b. movement-related injuries;

c. animal behaviour;

d. uneven terrain;

e. heat;

f. dehydration;

g. sun exposure;

h. dismounting injuries.

12.2 Travellers must follow the guide's instructions when approaching, mounting, riding and dismounting.

12.3 Travellers must not deliberately provoke, frighten or mistreat an animal.

12.4 VMT may refuse participation where a traveller's condition makes participation unsafe.

12.5 Children may be subject to additional age, weight or supervision requirements imposed by the activity supplier.

12.6 VMT may substitute or cancel a camel activity where animal welfare, weather, supplier capability or safety considerations require it.

12.7 VMT does not guarantee a particular camel unless expressly confirmed.

13.1 Off-road travel involves risks arising from:

a. uneven terrain;

b. vehicle movement;

c. remote locations;

d. sudden braking;

e. heat;

f. dust;

g. vehicle breakdown;

h. changes in terrain.

13.2 Travellers must remain seated where instructed.

13.3 Seatbelts must be used where provided and required.

13.4 Travellers must not interfere with the driver.

13.5 Travellers must not request unsafe driving practices.

13.6 VMT may refuse a traveller's request for an unsafe route or manoeuvre.

13.7 VMT does not guarantee a specific vehicle model unless expressly confirmed.

14.1 Hiking routes vary in:

a. terrain;

b. elevation;

c. duration;

d. temperature;

e. difficulty;

f. accessibility.

14.2 Travellers must use appropriate footwear and clothing.

14.3 Travellers must remain within the designated route unless the guide permits otherwise.

14.4 Travellers must notify the guide if they feel unable to continue safely.

14.5 A traveller who leaves a designated route without permission accepts responsibility for additional risks created by that decision, subject to applicable law.

14.6 VMT may shorten or modify a route due to weather, safety, fatigue or local conditions.

15.1 Water activities might involve risks of:

a. drowning;

b. slips;

c. currents;

d. waves;

e. cold exposure;

f. heat exposure;

g. equipment failure;

h. waterborne hazards.

15.2 Travellers must follow supplier instructions.

15.3 Travellers must disclose relevant swimming ability where an activity requires swimming.

15.4 Non-swimmers must not enter water areas designated for swimmers.

15.5 Children must follow the applicable supervision requirements.

15.6 VMT may cancel or modify water activities where conditions are unsafe.

16.1 Certain activities have minimum or maximum age requirements.

16.2 Restrictions might arise from:

a. Moroccan law;

b. supplier rules;

c. insurance requirements;

d. equipment limitations;

e. safety assessments.

16.3 VMT will communicate known age restrictions before booking where reasonably practicable.

16.4 A traveller must provide accurate age information.

16.5 Providing false age information might result in refusal of participation without a refund where the activity cannot safely or lawfully be provided.

17.1 For this Policy, a child means a person under 18 years of age.

17.2 A parent or legal guardian remains responsible for the child unless VMT has expressly accepted a specific supervisory responsibility in writing.

17.3 VMT does not provide general childcare.

17.4 VMT does not assume parental responsibility merely because a guide, driver or other supplier is present.

17.5 Parents and guardians must supervise children appropriately for their age, activity and circumstances.

17.6 Parents and guardians must ensure that children follow safety instructions.

17.7 VMT may require a parent or guardian to remain physically present during certain activities.

17.8 Children might require additional equipment or restrictions.

17.9 VMT will not knowingly place a child into an activity where VMT reasonably considers participation unsafe.

18.1 Travellers under 18 must travel with an appropriate responsible adult unless VMT expressly agrees otherwise in writing.

18.2 VMT might require:

a. parental consent;

b. guardian information;

c. emergency contact information;

d. identification;

e. medical information relevant to safety;

f. additional supplier forms.

18.3 VMT may refuse a booking where adequate parental or guardian authority cannot be established.

18.4 VMT does not accept responsibility for parental disputes or custody disputes.

18.5 Parents and guardians are responsible for obtaining all permissions required for international travel.

18.6 VMT does not determine parental responsibility or custody rights.

18.7 VMT may contact appropriate authorities if VMT has reasonable safeguarding concerns concerning a minor.

19.1 VMT does not provide one-to-one childcare unless expressly contracted.

19.2 Guides supervise activities within the scope of their professional role.

19.3 A guide's presence does not transfer parental responsibility.

19.4 Parents and guardians must remain responsible for children where the booking does not expressly state otherwise.

19.5 Where a supplier requires a specific supervision ratio, the traveller must comply with that requirement.

19.6 VMT may refuse participation where required supervision is unavailable.

20.1 Travellers are responsible for assessing whether they are medically fit to participate.

20.2 Travellers should seek professional medical advice before participating in physically demanding activities where appropriate.

20.3 Relevant conditions might include:

a. heart conditions;

b. respiratory conditions;

c. mobility limitations;

d. seizure disorders;

e. diabetes;

f. severe allergies;

g. heat-sensitive conditions;

h. conditions affecting balance;

i. conditions affecting consciousness;

j. other conditions relevant to activity safety.

20.4 Travellers should disclose material information where necessary for VMT or a supplier to assess reasonable safety arrangements.

20.5 VMT will treat medical information confidentially in accordance with applicable privacy law.

20.6 VMT does not make medical fitness determinations.

20.7 VMT may request reasonable additional information where necessary to assess whether a service is suitable.

20.8 VMT may require a medical professional's confirmation where an activity supplier or insurer reasonably requires such confirmation.

20.9 VMT will not use medical information as a basis for unnecessary exclusion.

21.1 Travellers are responsible for bringing sufficient medication for the trip.

21.2 Travellers should carry medication in accordance with applicable travel requirements.

21.3 Travellers should keep essential medication accessible during travel.

21.4 VMT does not administer medication unless expressly agreed and legally permitted.

21.5 VMT does not guarantee access to a particular medication in Morocco.

22.1 Some activities require reasonable levels of:

a. walking ability;

b. balance;

c. mobility;

d. stamina;

e. swimming ability;

f. ability to mount or dismount animals;

g. ability to tolerate heat;

h. ability to remain seated for a specified period.

22.2 VMT will provide known material requirements before booking where reasonably practicable.

22.3 Travellers must not participate beyond their safe physical ability.

22.4 A traveller who knowingly participates despite being unable to satisfy a disclosed essential safety requirement does so at their own risk, subject to mandatory law.

22.5 VMT may modify an activity where reasonable and safe alternatives exist.

23.1 Pregnancy does not automatically prevent travel or participation.

23.2 Certain activities might be unsuitable during pregnancy.

23.3 These might include:

a. camel riding;

b. high-impact activities;

c. off-road 4x4 activities;

d. strenuous hiking;

e. activities involving fall risks;

f. water activities;

g. activities where medical assistance is difficult to access.

23.4 Travellers who are pregnant should obtain appropriate medical advice before participating in activities presenting additional physical risk.

23.5 VMT may restrict participation where a supplier, insurer, safety professional or applicable rule identifies a material safety concern.

23.6 VMT will consider reasonable alternatives where available.

24.1 VMT welcomes travellers with disabilities and will seek to identify reasonable ways to provide suitable services.

24.2 Accessibility depends heavily on the location, vehicle, accommodation, terrain and supplier.

24.3 Morocco contains historical sites, desert environments, medinas, mountain routes and other locations where full physical accessibility is not always available.

24.4 VMT will provide accurate accessibility information known to VMT.

24.5 VMT will not describe a service as fully accessible unless VMT has a reasonable basis for making that representation.

24.6 Travellers should provide accessibility information before booking.

24.7 Relevant information might include:

a. wheelchair dimensions;

b. mobility requirements;

c. ability to transfer;

d. assistance requirements;

e. walking distance limitations;

f. stair requirements;

g. accessible toilet requirements;

h. accessible vehicle requirements;

i. guide assistance requirements;

j. visual or hearing requirements.

24.8 VMT will assess reasonable requests individually.

24.9 A requested adjustment might be unavailable because of:

a. physical infrastructure;

b. vehicle limitations;

c. supplier limitations;

d. location;

e. safety requirements;

f. legal restrictions;

g. disproportionate operational requirements.

24.10 Where the requested service cannot reasonably be provided, VMT will seek a suitable alternative where possible.

24.11 VMT will not discriminate unlawfully against a disabled traveller.

24.12 For UK-facing services, VMT will take account of applicable Equality Act 2010 obligations concerning reasonable adjustments and non-discrimination. The Act requires reasonable steps where a disabled person faces substantial disadvantage, subject to the statutory framework and exceptions.

24.13 Moroccan law also recognises accessibility rights for persons with disabilities, including through Law 10.03 concerning accessibility and Framework Law 97-13.

24.14 For US customers, VMT will comply with applicable US accessibility and non-discrimination requirements to the extent those laws apply to the relevant transaction or activity.

25.1 Accessibility information describes known practical conditions. It does not guarantee that every location will be accessible in every circumstance.

25.2 Historical buildings, medinas, desert camps, mountain areas and rural locations might contain:

a. stairs;

b. uneven surfaces;

c. narrow passages;

d. sand;

e. limited ramps;

f. inaccessible toilets;

g. limited vehicle access.

25.3 VMT will not knowingly misrepresent accessibility.

25.4 Where a requested accessibility arrangement is unavailable, VMT will communicate the limitation as soon as reasonably possible.

26.1 Travellers should notify VMT of dietary requirements before booking or as soon as possible afterwards.

26.2 Dietary information might include:

a. allergies;

b. intolerances;

c. vegetarian requirements;

d. vegan requirements;

e. religious dietary requirements;

f. other dietary restrictions.

26.3 VMT will communicate known requirements to relevant suppliers.

26.4 VMT does not guarantee the absence of allergens unless the supplier expressly confirms appropriate controls.

26.5 Travellers with severe allergies should carry appropriate emergency medication.

26.6 VMT is not responsible for an allergic reaction caused by inaccurate information supplied by the traveller or failure by the traveller to follow reasonable precautions, subject to applicable law.

27.1 Special requirements should be disclosed before booking.

27.2 Examples include:

a. mobility assistance;

b. sensory requirements;

c. dietary requirements;

d. medical requirements;

e. religious requirements;

f. equipment requirements;

g. language requirements;

h. child-related requirements.

27.3 VMT will assess requests reasonably.

27.4 A special request becomes part of the contract only when VMT confirms it in writing.

27.5 A request submitted without confirmation is not a contractual guarantee.

28.1 VMT recognises that some travellers might require additional consideration because of age, disability, medical needs, cognitive impairment, communication difficulties or other circumstances.

28.2 VMT will seek reasonable measures to reduce foreseeable risks.

28.3 VMT does not provide professional social care, medical care or personal care unless expressly contracted.

28.4 A traveller requiring continuous personal supervision should travel with an appropriate companion or support person unless VMT expressly confirms an alternative arrangement.

28.5 VMT may require a responsible companion where the traveller cannot safely participate independently.

28.6 VMT will consider such requirements individually and without unlawful discrimination.

29.1 VMT does not tolerate:

a. child abuse;

b. sexual exploitation;

c. human trafficking;

d. forced labour;

e. physical abuse;

f. neglect;

g. serious emotional abuse;

h. exploitation of vulnerable adults;

i. other serious safeguarding concerns.

29.2 VMT personnel and suppliers must report serious safeguarding concerns through appropriate channels.

29.3 VMT may contact local authorities where reasonably necessary to protect a child or vulnerable person.

29.4 VMT will not investigate suspected criminal conduct beyond its competence.

29.5 VMT will preserve relevant information where legally appropriate.

29.6 Where a safeguarding concern arises during a tour, VMT will prioritise the immediate safety of the person at risk.

29.7 UK safeguarding standards recognise specific duties and expectations around work with children, with current government guidance defining regulated activity and relevant checking requirements.

29.8 VMT will determine whether particular personnel or activities fall within UK regulated-activity requirements based on the actual role and service.

29.9 VMT will also consider Moroccan safeguarding requirements applying to services delivered in Morocco.

30.1 Travellers must not exploit, abuse or threaten another person.

30.2 VMT may immediately suspend participation where credible information indicates a serious safeguarding risk.

30.3 VMT may contact law enforcement or other appropriate authorities where required or reasonably necessary.

30.4 VMT does not tolerate sexual contact with children.

30.5 VMT does not permit sexual exploitation, trafficking or coercive conduct.

30.6 Suppliers suspected of serious safeguarding violations may be suspended pending investigation.

31.1 Travellers must treat animals used in tourism activities responsibly.

31.2 Travellers must not:

a. deliberately injure animals;

b. deliberately frighten animals;

c. provoke animals;

d. abuse animals;

e. interfere with animal equipment.

31.3 VMT may stop participation where traveller conduct creates an animal-welfare or safety concern.

31.4 VMT may replace or cancel an animal activity where reasonable welfare or safety concerns arise.

32.1 In an emergency, traveller safety takes priority.

32.2 Travellers should follow instructions from:

a. emergency services;

b. police;

c. medical professionals;

d. VMT personnel;

e. qualified guides;

f. authorised activity operators.

32.3 VMT may arrange emergency assistance where reasonably possible.

32.4 Travellers should provide accurate emergency contact and relevant medical information where necessary.

32.5 VMT does not replace emergency services or medical providers.

32.6 Emergency assistance does not mean VMT accepts legal responsibility for an event which VMT did not cause and for which VMT is not legally responsible.

33.1 VMT expects relevant suppliers to maintain appropriate safety arrangements for the services they provide.

33.2 Depending on the service, VMT might consider:

a. licensing;

b. insurance;

c. equipment;

d. driver qualifications;

e. guide qualifications;

f. operating procedures;

g. safety records;

h. emergency arrangements;

i. activity-specific requirements.

33.3 VMT may suspend a supplier where credible information indicates a significant safety concern.

33.4 VMT may replace a supplier where reasonably necessary.

33.5 Supplier compliance does not remove VMT's statutory Package responsibilities where VMT acts as organiser.

34.1 Certain activities are controlled by independent suppliers.

34.2 Supplier safety instructions form part of the activity conditions.

34.3 Travellers must comply with reasonable supplier instructions.

34.4 A supplier may refuse participation where a traveller does not satisfy a lawful safety requirement.

34.5 VMT will not guarantee participation where the supplier has lawful safety grounds for refusal.

35.1 Travellers must provide accurate information relevant to:

a. age;

b. mobility;

c. medical restrictions;

d. activity ability;

e. dietary requirements;

f. accessibility requirements;

g. emergency contacts;

h. other information reasonably necessary for safe delivery.

35.2 VMT will not penalise a traveller for failing to disclose irrelevant private information.

35.3 Where inaccurate or incomplete information materially affects safety or service delivery, VMT may modify the service or refuse participation where necessary.

35.4 This provision does not remove any statutory right.

36.1 A traveller who deliberately ignores reasonable safety instructions assumes responsibility for consequences attributable to that conduct, to the extent permitted by law.

36.2 Examples include:

a. leaving a designated safe area;

b. refusing to use required safety equipment;

c. standing in a moving vehicle;

d. interfering with a driver;

e. riding an animal contrary to instructions;

f. entering restricted areas;

g. entering water without permission;

h. leaving a guided group without authorisation;

i. ignoring evacuation instructions.

36.3 VMT may stop the relevant activity.

36.4 Where the traveller's conduct causes additional cost or damage, VMT may seek reimbursement where legally permitted.

37.1 Travellers remain responsible for their personal belongings.

37.2 Travellers should not leave valuables unattended.

37.3 VMT is not an insurer of traveller belongings.

37.4 Loss or theft should be reported promptly.

37.5 Where VMT or a supplier is legally responsible for loss, the applicable liability rules apply.

37.6 Travellers should maintain appropriate travel insurance.

38.1 Smoking and vaping are permitted only where lawful and permitted by the relevant supplier or location.

38.2 Travellers must comply with no-smoking rules.

38.3 Cleaning, repair or replacement costs resulting from prohibited smoking or vaping may be charged to the traveller where legally permitted.

38.4 Travellers must not smoke where doing so creates a fire or safety risk.

39.1 Travellers must not interfere with:

a. fire alarms;

b. extinguishers;

c. emergency exits;

d. life jackets;

e. helmets;

f. safety harnesses;

g. other safety equipment.

39.2 Deliberate or negligent damage may result in recovery of reasonable costs.

40.1 VMT or a supplier may remove a traveller from an activity where:

a. the traveller creates a serious safety risk;

b. the traveller is seriously disruptive;

c. the traveller refuses essential safety instructions;

d. the traveller is unlawfully behaving;

e. the traveller is intoxicated to a dangerous level;

f. the traveller damages property;

g. the traveller threatens another person;

h. continued participation becomes unsafe.

40.2 Removal will be proportionate to the circumstances.

40.3 VMT will consider reasonable alternatives where appropriate.

40.4 Where removal results from the traveller's own conduct, the traveller will not automatically receive a refund.

40.5 Additional costs caused by the traveller may be recoverable where legally permitted.

41.1 Where a lack of conformity, loss or damage is attributable to the traveller, VMT will not be responsible for compensation for the resulting damage to the extent permitted by applicable law.

41.2 Under the current EU Package Travel framework, a traveller's right to compensation does not apply where the organiser proves the lack of conformity is attributable to the traveller.

41.3 UK implementation similarly recognises that compensation is not required where the relevant problem is attributable to the traveller.

41.4 This does not allow VMT to deny unrelated statutory rights.

41.5 VMT will distinguish between:

a. damage caused by the traveller;

b. damage caused by VMT;

c. supplier-caused damage;

d. third-party damage;

e. unavoidable and extraordinary circumstances.

41.6 Liability will be allocated according to the applicable contract and law.

42.1 Nothing in this Policy requires a traveller to waive statutory consumer rights.

42.2 A traveller cannot contractually waive mandatory Package Travel rights.

42.3 UK regulations expressly prevent contractual terms or traveller statements from waiving or restricting rights granted by the Regulations.

42.4 Mandatory consumer protections therefore prevail over inconsistent wording in this Policy.

43.1 VMT will provide services without unlawful discrimination.

43.2 VMT will consider reasonable accessibility requests.

43.3 Reasonable adjustments do not require VMT to provide a service which is fundamentally different from the service offered or which is prohibited by applicable safety or legal requirements.

43.4 The UK Equality Act framework requires reasonable adjustments in circumstances where a disabled person faces substantial disadvantage, subject to the statutory limits.

43.5 Moroccan constitutional and statutory policy also recognises protection against disability discrimination and accessibility rights.

43.6 Where US law applies, VMT will comply with applicable federal and state accessibility requirements.

44.1 Travellers must not photograph or record another traveller in a manner which is threatening, abusive or invasive.

44.2 Photography of children or vulnerable persons must respect applicable law and reasonable privacy expectations.

44.3 VMT's separate Privacy Policy governs VMT's collection and use of personal information.

45.1 Travellers should report safety incidents promptly.

45.2 Reports should contain:

a. booking reference;

b. date;

c. location;

d. people involved;

e. description;

f. photographs where relevant;

g. supplier information;

h. receipts or other evidence.

45.3 Prompt reporting allows VMT to investigate and remedy problems.

45.4 Failure to report immediately does not automatically remove statutory rights.

45.5 VMT will assess whether delayed reporting materially affected its ability to investigate or remedy the issue.

46.1 VMT strongly requires travellers to obtain appropriate travel insurance where the booking terms require it.

46.2 Insurance should reasonably cover:

a. medical expenses;

b. emergency assistance;

c. cancellation;

d. interruption;

e. personal belongings;

f. personal liability;

g. adventure activities where applicable.

46.3 Travellers remain responsible for checking that their policy covers the activities they select.

46.4 VMT is not an insurer.

46.5 VMT does not guarantee that an insurer will accept a claim.

47.1 VMT's principal contact details are:

Email: hello@visitmorocco.tours

WhatsApp: +212 660 813 231

47.2 Travellers should use the emergency information supplied with their Booking Confirmation where available.

47.3 Immediate life-threatening emergencies should be directed to the appropriate Moroccan emergency services before waiting for VMT assistance.

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

48.1 VMT may retain reasonable records concerning:

a. safety incidents;

b. traveller complaints;

c. supplier reports;

d. damage claims;

e. safeguarding concerns;

f. activity refusals;

g. accessibility arrangements.

48.2 VMT will handle personal information according to its Privacy Policy and applicable data protection law.

48.3 Sensitive information will only be processed where a lawful basis exists.

49.1 VMT does not accept responsibility for risks which arise solely from:

a. the traveller's intentional conduct;

b. the traveller's negligence;

c. the traveller's failure to follow reasonable safety instructions;

d. the traveller's failure to disclose material safety information;

e. the traveller's unlawful conduct;

f. the traveller's intoxication;

g. the traveller's voluntary decision to exceed disclosed activity limitations;

h. damage caused by the traveller.

49.2 This provision applies only to the extent permitted by applicable law.

49.3 VMT remains responsible for its own acts and omissions as required by law.

49.4 Where VMT acts as a Package organiser, statutory Package Travel responsibilities remain applicable.

50.1 Nothing in this Policy excludes or limits liability for:

a. death or personal injury caused by negligence where such exclusion is prohibited;

b. fraud;

c. fraudulent misrepresentation;

d. deliberate misconduct where liability cannot lawfully be excluded;

e. breach of mandatory consumer rights;

f. any other liability which applicable law prohibits VMT from excluding.

50.2 Where applicable law permits limitation or exclusion, VMT relies on that limitation or exclusion to the fullest lawful extent.

51.1 A supplier might impose additional rules for a particular activity.

51.2 Those rules will apply where they are communicated to the traveller and are lawful.

51.3 Supplier rules do not remove VMT's statutory obligations where VMT is responsible as Package organiser.

51.4 VMT may seek reimbursement from a supplier where the supplier caused a loss for which VMT became liable.

52.1 VMT may change:

a. route;

b. activity timing;

c. activity location;

d. guide;

e. vehicle;

f. supplier;

g. accommodation;

h. itinerary sequence;

where reasonably necessary for safety or operational reasons.

52.2 Material Package changes will be handled under the VMT Package Travel and Travel Services Policy and applicable law.

52.3 Safety decisions take priority where continuing with the original arrangement would create a significant risk.

53.1 A responsible adult accompanying a minor must remain capable of supervising the minor.

53.2 VMT might refuse participation where a responsible adult is:

a. absent;

b. intoxicated;

c. medically incapable of supervision;

d. behaving abusively;

e. creating a serious safety concern.

53.3 VMT does not assume custody or parental responsibility.

53.4 Where VMT personnel have reasonable safeguarding concerns, VMT may contact appropriate authorities.

53.5 Current UK safeguarding guidance emphasises multi-agency protection of children and was updated in March 2026.

54.1 VMT will take reasonable steps to protect vulnerable travellers from abuse and exploitation.

54.2 VMT may intervene where there is a credible concern involving:

a. physical abuse;

b. sexual abuse;

c. financial exploitation;

d. coercion;

e. neglect;

f. trafficking;

g. serious intimidation.

54.3 VMT may contact appropriate authorities where necessary.

55.1 Travellers must follow reasonable emergency instructions.

55.2 Travellers must remain contactable where reasonably possible.

55.3 Travellers must not obstruct emergency services.

55.4 Travellers must not return to restricted areas without authorisation.

55.5 Travellers must provide relevant information needed to protect their safety.

56.1 Travellers must respect local communities and animals.

56.2 Travellers must comply with reasonable instructions concerning:

a. photography;

b. religious sites;

c. cultural sites;

d. animals;

e. private property;

f. local customs;

g. community safety.

56.3 Serious or repeated disrespectful conduct may result in intervention where it creates a legal, safety or operational problem.

57.1 Travellers make personal decisions about participation.

57.2 Information provided by VMT concerning activity difficulty, accessibility and known risks does not replace the traveller's responsibility to make reasonable decisions about personal fitness and participation.

57.3 Travellers should stop participating and notify the guide where they feel unable to continue safely.

57.4 Travellers must not conceal an immediate safety concern from VMT personnel.

58.1 VMT will not use safety requirements as a pretext for unlawful discrimination.

58.2 At the same time, VMT may impose genuine safety requirements which apply to all participants or which arise from the characteristics of a specific activity.

58.3 Individual assessment will be used where appropriate.

58.4 A disability or medical condition does not automatically mean that a traveller cannot participate.

58.5 A particular activity might still be unsuitable because of objective safety requirements.

59.1 This Policy operates alongside the law applicable to the booking.

59.2 For UK consumers, applicable UK consumer, equality, safeguarding and package-travel legislation will apply where legally applicable.

59.3 For EU consumers, mandatory EU-derived and national consumer protections will apply where legally applicable.

59.4 For US consumers, applicable federal and state requirements will apply where legally applicable.

59.5 Moroccan law applies to services physically performed in Morocco to the extent provided by applicable law.

59.6 Where different mandatory legal requirements apply, VMT will comply with the requirements legally applicable to the relevant transaction.

60.1 VMT will review this Policy when relevant legislation, regulatory guidance or operational requirements change.

60.2 VMT will update the Policy where necessary following changes to UK, EU, US or Moroccan law.

60.3 The version applicable to a confirmed booking forms part of the contractual documentation, subject to mandatory legal changes.

Travel Insurance and Traveller Responsibility Policy