Terms and conditions

The following Terms and Conditions apply to all bookings with Authentic Morocco.

Definitions 

* “we”, “us”and “our” – Authentic Morocco Limited

* “travel arrangements” – arrangements made by us on your behalf

* “Price”- the *total* price of the travel arrangements

The Contract 

Any contract between you and us is subject to these terms and conditions and is governed in all respects by English law and subject to the jurisdiction of the Courts of England and Wales.

Bookings made without access to these terms and conditions are, subject to management discretion, conditional and you have 24 hours (from the time when we receive your deposit) in which to provide us with written notification of cancellation, on receipt of which we will return your deposit less any costs incurred i.e. credit card charges, non-refundable hotel charges. The contract between us becomes unconditional if we receive no such notification.

Make a Booking

To make a booking please email us at info@authentic-morocco.com.

A deposit of 25% of the Price (or full payment for a booking less than six weeks prior to the start date of your travel arrangements) is required before we confirm a booking for a standard tour.

A deposit of 50% of the Price (or full payment for a booking less than six weeks prior to the start date of your travel arrangements) is required before we confirm a booking for a luxury tour.

The deposit is non-refundable but can be credited to the cost of an alternative trip taken within 52 weeks of the original start date of your travel arrangements less costs incurred i.e. hotel cancellation fees.

On receipt of your deposit/payment in full, we will confirm your travel arrangements in writing. We reserve the right to change the Price, services or other particulars before receipt of your deposit/payment in full.

Once confirmed, the Price of your travel arrangements is not subject to further surcharges or increases.

It is essential that you provide passenger names (including forenames) as they appear on passports.

You are responsible for meeting any visa and passport requirements. Information on visa and passport requirements can be obtained from your nearest Moroccan Embassy.

Payment 

The balance of the Price is payable at least 5 weeks before the start date of your travel arrangements. If payment is not received within this time we reserve the right to cancel your travel arrangements and make cancellation charges.

Payment in full is required for bookings made 6 weeks or less before the start of your travel arrangements.  When agreement is made for the full balance of payment on the day of arrival in Morocco, in the event that the payment is not made the tour will be cancelled in full with no refund due and you will be expected to pay locally for any hotel charges incurred on check-out.

Payment can be made by electronic bank transfer, credit/debit card or cheque. Cheques are payable to Authentic Morocco Limited – Trust Account. Payment by credit card incurs a surcharge.

For tours where the final balance is not received in time we reserve the right to cancel the hotel reservations that will be re-booked, subject to availability, when payment is received.  If the rooms are no longer available alternative options will be proposed and this may affect the price.

Amend a Booking 

Amendments to your booking are not usually possible within 30 days of the start date of your travel arrangements without incurring additional costs.

It should be noted that many small riads in Morocco, with less than ten rooms, have up to a one-month cancellation policy and insist on full payment during this timeframe.   Amendments requested by you, that include any hotel or riad cancellation within 30 days of the start date of your travel, may therefore incur additional costs.

If you wish to make an amendment you should contact us as soon as possible, quoting your booking reference, and confirm your request in writing. Whilst we will try to accommodate your wishes we cannot guarantee to do so and you will be liable for any additional costs incurred together with an administration charge of £20 per person.

If it is not possible for us to make an amendment more than 30 days in advance of the start date of your travel, for whatever reason, you have the choice of proceeding with the holiday as originally booked, or of cancelling and paying cancellation charges in accordance with the scale below.

For amendments made during a tour i.e. change of itinerary by you, there is no refund for any accommodations not used.

For confirmed amendments, you are responsible for ensuring that your visa and/or insurance cover remains valid.

Shared Tours

On shared tours i.e. you ask us to advertise seats and we sell them or you buy seats on an advertised tour, neither party has the right to amend the tour itinerary without the consent of everyone on the tour.  Should someone on the trip become sick for any reason, and the tour cannot continue as planned, no compensation will be paid and additional costs may be incurred as a result i.e. extra nights in a hotel.

Cancel a Booking

You should notify us in writing, as soon as possible, to cancel your travel arrangements. The cancellation charge, subject to management discretion, is calculated according to the number of days prior to the start date of your travel arrangements that written notice of cancellation is received by us:

Prior to start of your travel arrangements:

* More than 35 days: the deposit is non-refundable

* 00-35 days: 100% of the Price

Private Group Bookings are a group booking price based on the number of seats confirmed on the tour.  A change in the number of people travelling, i.e. through cancellation of one seat or more, will affect the amount to be paid by the remaining members of the group.

Force Majeure 

We may have to make changes to your travel arrangements in the event of force majeure.

If we have to cancel all or part of your tour, in the event of force majeure, we will refund the cost of the part cancelled less any expenses incurred on your behalf as authorized by you but will not be liable to pay compensation to you.

Force majeure is for example, circumstances where performance and/or prompt performance is prevented by war, threat of war, riot, civil disturbance, natural or nuclear disasters, industrial dispute (defined below), terrorist activity, fire, or adverse weather conditions. Industrial dispute is defined as a dispute between a person, other than ourselves, supplying services comprised in travel arrangements and (a) his employee and/or (b) any other person whose services affect the travel arrangements, which we cannot reasonably be expected to overcome by substituting comparable alternative arrangements.

Force majeure will be determined by an FCO statement: <a href=”https://www.fco.gov.uk/en/travel-and-living-abroad/travel-advice-by-country/middle-east-north-africa/morocco” title=”FCO”>’Morocco Travel Advice’</a>

Accommodation 

The standard of accommodation will vary according to the standards available in Morocco and should be judged according to local standards.

If you are in any doubt about the suitability, to your own requirements, of the facilities, transport, accommodation or conditions prevailing in Morocco, then you should make written enquiry to us as we cannot otherwise be held responsible for failure to meet your requirements. Whilst every effort will be made to meet reasonable requests, they cannot be guaranteed.

Hotels are subject to availability and may be changed for a hotel of a similar standard.  If so, you will be notified and this may result in an increase in cost subject to your choice of the alternative accommodation that is available for your dates.

Drivers

Drivers cannot legally act as a guide in the cities i.e. Marrakech and Fes etc. where we hire in local City Guides licensed by the Ministry of Tourism for walking tours.  Your driver can however accompany you outside of the vehicle in the countryside i.e. on a tour between Marrakech and Fes.  In the desert we hire in a local Camel Guide who best knows how to look after camels and the ways of the desert.

 

When there is a natural break in a tour i.e. free day(s) in Marrakech or elsewhere with no vehicle and driver, we do not guarantee the same driver after the break.  Similarly we do not guarantee the same driver for airport transfers.

Wearing seat belts is compulsory in Morocco and for your safety you should use them.  If you choose not to wear them, and the police stop the vehicle, you will be asked to pay the fine in fairness to the driver.

We reserve the right to swap a driver at any time for reasons beyond our control.

Special Requests 

Special requests or requirements that are essential to your booking (e.g. dietary requirements, wheelchair assistance or special facilities for certain medical conditions) must be made known to us in writing before you book.

We will contact our suppliers and the request will only become a term of your contract with us if we confirm in writing that the request can be met and your booking proceeds on that basis.

We are happy to pass on any other reasonable requests that you may have (e.g. desired location of hotel rooms or other requirements as to meals) but they cannot be guaranteed and will not form part of our contract. No compensation will be payable if such requests are not fulfilled.

Insurance 

All types of insurance are your responsibility and you are encouraged to obtain the appropriate holiday travel insurance cover.

Insurance should cover at least the loss, expenses and damages arising from, including but not limited to, the cancellation of your travel arrangements (whether in whole or in part), personal accident and injury, medical and repatriation costs, loss of baggage, personal money and belongings; flight cancellations and delays.

Our Responsibility

Where you do not suffer personal injury or death, we accept liability should any part of your travel arrangements not be as described when you made your booking and not be of a reasonable standard. We will pay you reasonable compensation (limited to a maximum of two times the amount paid for that portion of the travel arrangements) unless there has been no fault on our part or that of our suppliers and the reason for the failure in your travel arrangements could not have been foreseen or avoided by us or our suppliers even if all due care had been exercised. We will use this maximum sum to assess the appropriate sum due to you in the circumstances of your particular complaint.

If you suffer death or personal injury as a result of an activity forming part of your travel arrangements, we accept responsibility unless there has been no fault on our part or that of our suppliers and the cause was your own fault, the actions of someone unconnected with your travel arrangements or one which neither we nor our suppliers could have anticipated or avoided even with the exercise of all due care.

Where such death or personal injury arises in the course of travel or hotel accommodation, the amount of compensation you will receive is limited in accordance with the provisions of any applicable International Conventions.

Complaints

If you have a complaint, you must immediately notify your driver/local contact who will do whatever he/she can to help you there and then; you may be asked to complete a customer complaint form at the time.

In the unlikely event that you are not satisfied with the actions taken to deal with your complaint, and you wish to take the matter further, you must put your complaint in writing to us within 2 weeks of your return giving all the details.

We promise to deal with any dispute fairly and promptly.

Data Protection Policy 

We take full responsibility for ensuring that proper security measures are in place to protect the information you provide us in order to process your booking.

We must pass this information on to the relevant suppliers of your travel arrangements such as, hotels, transport companies. Additionally, for holidays outside of the European Economic Area (EEA), controls on data protection may not be as strong as the legal requirements in this country. We will not foward any information to anyone not responsible for part of your travel arrangements.

This applies to any sensitive information that you give to us such as details of any disabilities or dietary / religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

If you wish to have a copy of the personal information we hold for you, we will supply this upon receipt of a written request.