Cancellation & Refund Policy

This Cancellation and Refund Policy applies to all tours, transfers, and services booked through Serenity Morocco Tours. By making a booking, you agree to abide by the terms outlined in this policy.

Our cancellation fees are designed to cover the costs we incur when arrangements are cancelled, including deposits paid to hotels, guides, and transportation providers that may not be recoverable.

Key principles of our policy:

• Earlier cancellations result in higher refunds
• All cancellation requests must be in writing
• Cancellation fees are calculated based on the date we receive your written request
• The tour start date is defined as the first day of services
• Partial cancellations are subject to the same fee structure

2.1 Standard Tours and Packages

The following cancellation fees apply to standard group tours and pre-designed packages:

2.2 How to Cancel

To cancel your booking, you must:

1. Send a written cancellation request to bookings@serenitymoroccotours.com
2. Include your booking reference number
3. Specify which travelers are canceling (if not all)
4. Await confirmation from our team (within 24-48 hours)

Cancellations made by phone must be followed up with written confirmation via email. The cancellation date is the date we receive your written request.

2.3 Partial Cancellations

If only some travelers in a booking cancel:

• Cancellation fees apply to the cancelled traveler(s)
• The remaining booking price may be adjusted if pricing was based on group size
• Single-room supplements may apply if accommodation arrangements change

In rare circumstances, we may need to cancel a tour. Reasons for company-initiated cancellation include:

• Insufficient bookings to operate the tour (minimum group sizes apply)
• Safety concerns or travel advisories
• Force majeure events (see Section 9)
• Unforeseen circumstances beyond our control

3.1 Notification Timeline

If we must cancel, we will notify you:

• Group tours: At least 21 days before departure
• Private tours: At least 14 days before departure
• Transfers: At least 48 hours before scheduled pickup

Emergency cancellations may be made with shorter notice when safety is a concern.

3.2 Your Options

If we cancel your booking, you may choose:

3.3 Limitation of Liability

Our liability for company-initiated cancellations is limited to the amounts you have paid to us. We are not responsible for:

• Airline tickets or other travel arrangements not booked through us
• Visa fees or travel insurance costs
• Consequential losses or expenses
• Non-refundable third-party bookings

4.1 Processing Time

Refunds are processed within the following timeframes:

• Credit/Debit Cards: 5-10 business days after approval
• Bank Transfers: 7-14 business days after approval
• PayPal: 3-5 business days after approval

Note: Your bank may take additional time to process the refund to your account.

4.2 Refund Method

Refunds will be issued to the original payment method used for the booking. If this is not possible, we will arrange an alternative method in consultation with you.

4.3 Currency and Exchange Rates

Refunds are processed in the original currency of payment. We are not responsible for exchange rate fluctuations between the time of booking and refund. Any currency conversion fees charged by your bank are your responsibility.

4.4 Transaction Fees

Non-refundable transaction fees charged by payment processors (typically 2-3%) may be deducted from refunds.

We understand that plans can change. Where possible, we will accommodate modifications to your booking.

5.1 Types of Modifications

• Date changes: Subject to availability and may incur price differences
• Traveler name changes: Permitted up to 14 days before departure (100 MAD fee)
• Tour upgrades: Available with payment of the price difference
• Adding travelers: Subject to availability
• Special requests: Dietary, accessibility, or other requirements

5.2 Modification Fees

5.3 How to Request Modifications

Contact us at bookings@serenitymoroccotours.com with your booking reference and requested changes. We will respond within 24-48 hours with availability and any applicable fees.

6.1 No-Shows

If you do not arrive for your tour or service without prior notice ("no-show"):

• No refund will be provided
• The full booking amount is forfeited
• This applies to all services in the booking

6.2 Late Arrivals

If you arrive late for a tour or transfer:

• Tours: We will wait up to 15 minutes beyond the scheduled start time. After this, we cannot guarantee participation, and no refund will be provided.
• Transfers: We include a 60-minute waiting period for airport pickups. For other locations, we wait 15 minutes.
• Multi-day tours: Late joiners may miss activities. We will endeavor to help you catch up, but additional costs may apply.

6.3 Flight Delays

For airport transfers, please provide your flight details. We monitor flight arrivals and adjust pickup times for delayed flights. However:

• You must inform us of your flight details in advance
• We are not responsible if flight details are not provided or are incorrect
• For significantly delayed flights, additional charges may apply

Different cancellation terms apply to transfer services due to their time-sensitive nature.

7.1 Airport & City Transfers

7.2 Inter-City Transfers

For longer distance transfers (e.g., Marrakech to Fes), the standard tour cancellation policy applies.

7.3 Modifications to Transfers

Changes to pickup time, location, or destination are subject to availability. Please notify us as soon as possible. Changes within 24 hours may incur additional charges.

Custom-designed and private tours require more advance preparation and may have stricter cancellation terms.

8.1 Bespoke Itineraries

For custom-designed tours:

• Planning deposits are non-refundable
• Cancellation fees may be higher if significant arrangements have been made
• Some supplier deposits may be non-recoverable
• Specific terms will be provided at booking confirmation

8.2 Private Tours

Private tours booked from our standard offerings follow the standard cancellation policy unless otherwise specified.

8.3 Peak Season & Special Events

During peak travel periods (December-January, Easter, major festivals) and for bookings coinciding with special events, more restrictive cancellation terms may apply. These will be clearly communicated at booking.

Force majeure refers to unforeseeable circumstances that prevent fulfillment of a contract. Neither party shall be liable for non-performance caused by force majeure events.

9.1 Examples of Force Majeure

• Natural disasters (earthquakes, floods, hurricanes, volcanic eruptions)
• Acts of terrorism or war
• Pandemics or epidemics
• Government actions (travel bans, border closures, mandatory evacuations)
• Civil unrest or political instability
• Major transportation strikes affecting travel
• Severe weather conditions making travel unsafe

9.2 Our Response to Force Majeure

In force majeure situations, we will:

• Assess the situation and prioritize traveler safety
• Communicate updates promptly
• Work to reschedule affected tours when possible
• Issue credit vouchers for future travel (typically valid 24 months)
• Process refunds when rescheduling is not possible (less any non-recoverable costs)

9.3 Traveler Cancellation Due to Force Majeure

If you wish to cancel due to force majeure events affecting your departure country (but not Morocco), standard cancellation terms apply. We strongly recommend travel insurance to cover such situations.

We strongly recommend that all travelers purchase comprehensive travel insurance. A good travel insurance policy can protect you against:

• Trip cancellation or interruption
• Medical emergencies and evacuation
• Lost or delayed baggage
• Flight delays and missed connections
• Personal liability

10.1 Insurance Requirements

While not mandatory, we may request proof of travel insurance before departure. Some tours with adventurous activities may require specific coverage levels.

10.2 Recommended Coverage

Your travel insurance should include:

• Trip cancellation coverage equal to or greater than your booking value
• Medical coverage of at least $100,000 USD
• Emergency evacuation coverage
• "Cancel for any reason" coverage (if available)

10.3 Insurance Claims

We can provide documentation to support your insurance claims, including cancellation confirmations, invoices, and proof of payments. Please allow 5-7 business days for documentation requests.

11.1 Gift Cards

• Gift cards are non-refundable once purchased
• Gift cards are valid for 24 months from date of purchase
• Gift cards can be used for any service we offer
• If the booking exceeds the gift card value, the balance must be paid
• No cash refunds for unused portions

11.2 Travel Credits

Credits issued due to cancellations or promotional offers:

• Are typically valid for 24 months from issue date
• Are non-transferable unless specified
• Cannot be exchanged for cash
• May not be combined with other promotions
• Expire without notice on the expiration date

11.3 Promotional Bookings

Bookings made using promotional codes or special offers may have modified cancellation terms. These will be specified at the time of booking.

12.1 Dispute Resolution

If you disagree with a cancellation decision or refund amount:

1. Contact our customer service team to discuss the matter
2. Provide any relevant documentation supporting your case
3. We will review and respond within 10 business days
4. If unresolved, you may escalate to our management team

12.2 Appeals Process

To file a formal appeal, send a written request to legal@serenitymoroccotours.com including:

• Your booking reference number
• Detailed explanation of your dispute
• Supporting documentation
• Your requested resolution

Appeals are reviewed by our management team, and a final decision is provided within 21 days.

12.3 External Dispute Resolution

If our internal process does not resolve your dispute, you may pursue resolution through:

• Consumer protection agencies
• Mediation services
• Legal action (subject to our Terms of Service)