Booking Terms & Conditions

1.1 How Bookings Are Made

Bookings may be made through our website, by email, by telephone, or through an authorized travel agent. All bookings are treated as requests until formally confirmed by Serenity Morocco Tours.

1.2 Confirmation Process

A booking is considered confirmed only when all of the following conditions have been met:

• You have submitted a complete booking request with accurate traveler details
• We have verified availability and sent you a written booking confirmation via email
• A deposit of 30% of the total booking value has been received and cleared in our account
• You have acknowledged acceptance of these Booking Terms

Until all conditions are satisfied, no binding contract exists between you and Serenity Morocco Tours, and availability is not guaranteed.

1.3 Booking on Behalf of Others

If you are making a booking on behalf of other travelers, you represent and warrant that you have the authority to accept these Booking Terms on their behalf. You are responsible for ensuring that all travelers in your party are aware of and agree to these terms. The lead traveler assumes responsibility for all payments and communications.

1.4 Accuracy of Information

You are responsible for providing accurate and complete information at the time of booking, including:

• Full legal names of all travelers as they appear on valid passports
• Date of birth and nationality of each traveler
• Contact details including email address and telephone number
• Any dietary requirements, allergies, medical conditions, or mobility limitations
• Passport numbers and expiry dates where required

Serenity Morocco Tours accepts no responsibility for any costs or consequences arising from inaccurate or incomplete information provided by you.

1.5 Confirmation Documents

Upon confirmation, you will receive a detailed booking confirmation containing your itinerary, accommodation details, inclusions and exclusions, payment schedule, and any special arrangements. Please review this document carefully and notify us of any discrepancies within 48 hours.

2.1 Currency

All prices are quoted in Moroccan Dirham (MAD) unless otherwise specified. We may also provide indicative pricing in Euros (EUR) or US Dollars (USD) for your convenience; however, the MAD price is the definitive amount. Exchange rate fluctuations between the time of quotation and payment are the responsibility of the traveler.

2.2 Deposit

A non-refundable deposit of 30% of the total booking value is required to confirm your reservation. The deposit must be received within 7 days of the booking confirmation being issued; otherwise, the reservation may be released without further notice.

2.3 Balance Payment

The remaining balance of 70% is due no later than 30 days before the tour departure date. For bookings made within 30 days of the departure date, the full amount (100%) is payable at the time of booking.

Failure to pay the outstanding balance by the due date may result in automatic cancellation of your booking. In such cases, the deposit will be forfeited in accordance with our cancellation policy.

2.4 Accepted Payment Methods

We accept the following payment methods:

• Bank Transfer: Direct transfer to our bank account in Moroccan Dirham. Bank details are provided on your invoice. Please allow 3-5 business days for international transfers to clear. All bank transfer fees are the responsibility of the sender.
• Credit / Debit Card: We accept Visa, Mastercard, and American Express through our secure online payment portal. A processing surcharge of 2.5% applies to credit card payments.

2.5 What Is Included

The price of your booking includes only those services expressly listed as "Inclusions" in your booking confirmation. Unless specifically stated, the following are not included:

• International or domestic flights
• Travel insurance
• Visa fees and passport costs
• Personal expenses, shopping, and souvenirs
• Tips and gratuities for guides, drivers, and hotel staff
• Optional excursions or activities not listed in the itinerary
• Meals and beverages not specified in the inclusions
• Airport departure taxes where applicable

2.6 Price Adjustments

Prices are guaranteed once full payment has been received. Prior to full payment, we reserve the right to adjust prices due to changes in transportation costs, government-imposed fees or taxes, or currency fluctuations exceeding 5% from the date of quotation. You will be notified of any price adjustment and given the option to accept the new price or cancel with a full refund.

3.1 Cancellation by the Traveler

All cancellations must be submitted in writing via email to bookings@serenitymoroccotours.com. The date of cancellation is the date on which we receive your written notification. The following refund schedule applies:

3.2 Refund Processing

Approved refunds will be processed within 14 business days of the cancellation being confirmed. Refunds are issued to the original payment method. Bank transfer fees incurred during the refund process are the responsibility of the traveler. We are not responsible for exchange rate differences between the date of payment and the date of refund.

3.3 Cancellation by Serenity Morocco Tours

In rare circumstances, we may need to cancel a booking due to insufficient group numbers, safety concerns, or operational requirements. In such cases, you will be offered:

• An alternative tour of equivalent or greater value at no additional cost
• A credit voucher valid for 24 months for any future booking
• A full refund of all payments made

We will provide as much notice as reasonably possible and are not liable for any ancillary costs you may have incurred (such as flights, accommodation, or visa fees).

3.4 Partial Cancellation

If you wish to cancel individual services within a multi-service booking (for example, removing an excursion or downgrading accommodation), the cancellation schedule above applies to the cancelled portion only. The remaining services are unaffected. However, removing services may alter the per-person pricing if group discounts were applied.

4.1 Changes Requested by the Traveler

We understand that plans may change. We will accommodate modification requests whenever possible, subject to availability and the following conditions:

• Date changes: Requests to change travel dates made more than 14 days before departure will be accommodated free of charge (subject to availability). Changes within 14 days of departure are treated as a cancellation and rebooking.
• Itinerary modifications: Minor changes to the itinerary (adding activities, changing restaurants) can usually be made at no cost. Significant changes (different destinations, tour category) may incur additional charges.
• Traveler substitutions: You may substitute a traveler in your group at no charge, provided written notice is given at least 7 days before departure and the replacement traveler meets any applicable eligibility requirements.
• Administrative fee: A modification fee of 200 MAD per change may apply if the request is made within 14 days of departure.

4.2 Changes Made by Serenity Morocco Tours

We reserve the right to make changes to your booking when necessary. Changes are categorized as follows:

• Minor changes: Adjustments to pick-up times, accommodation within the same category, vehicle type, or guide assignment. These do not entitle you to a refund or compensation.
• Significant changes: Changes to the tour route, a reduction in the overall duration, or a downgrade of accommodation category. If a significant change is necessary, we will notify you as soon as possible and offer an alternative arrangement, a credit, or a refund of the affected portion.

4.3 Changes During the Tour

Occasionally, on-the-ground conditions (weather, road closures, local events) may require real-time itinerary adjustments. Our guides and operations team will make every effort to provide suitable alternatives of comparable quality. Such adjustments do not constitute a breach of contract and do not entitle you to a refund.

5.1 Recommended Coverage

We recommend that your travel insurance policy includes, at minimum, the following coverage:

• Trip cancellation and interruption: Coverage for the full cost of your booking in case you need to cancel or cut short your trip
• Medical expenses and hospitalization: Comprehensive cover for medical treatment in Morocco, including hospital stays
• Emergency medical evacuation and repatriation: Coverage for air ambulance and medical repatriation to your home country
• Baggage loss, theft, and damage: Protection for personal belongings during transit and throughout your trip
• Personal liability: Coverage for accidental damage to third-party property
• Travel delay: Compensation for significant delays to flights or other transportation

5.2 Adventure Activities

If your itinerary includes adventure activities such as desert trekking, camel riding, quad biking, hot air ballooning, or mountain hiking, please ensure your insurance policy explicitly covers these activities. Standard travel insurance policies often exclude adventure sports.

5.3 Proof of Insurance

We may request proof of adequate travel insurance prior to departure. Travelers who choose to travel without insurance do so at their own risk and accept full financial responsibility for any costs arising from medical emergencies, trip disruptions, or other unforeseen events.

5.4 Our Responsibility

Serenity Morocco Tours is not an insurance provider and does not sell or administer travel insurance. We are not responsible for any claims, disputes, or issues arising between you and your insurance provider. We recommend purchasing insurance from a reputable provider at the time of booking your tour.

6.1 Definition

Force Majeure refers to any event or circumstance beyond the reasonable control of Serenity Morocco Tours that prevents or materially hinders the performance of our obligations. Such events include, but are not limited to:

• Natural disasters (earthquakes, floods, volcanic eruptions, severe storms)
• Epidemics, pandemics, or public health emergencies
• Acts of terrorism, war, civil unrest, or political instability
• Government actions, travel bans, border closures, or mandatory quarantines
• Strikes, labor disputes, or transportation breakdowns beyond our control
• Significant infrastructure failure (power outages, communications disruptions)
• Extreme weather conditions making travel unsafe

6.2 Our Obligations

In the event of Force Majeure, we will:

• Notify you as promptly as possible of the situation and its likely impact on your booking
• Make reasonable efforts to provide alternative arrangements or minimize disruption
• Offer you the choice of rescheduling to a future date (subject to availability), accepting a credit voucher valid for 24 months, or receiving a refund for any services not yet provided

6.3 Limitations

We shall not be liable for any additional costs, losses, or damages arising from Force Majeure events, including but not limited to flight changes, additional accommodation, or loss of enjoyment. We strongly recommend comprehensive travel insurance to protect against such eventualities.

7.1 Scope of Liability

Serenity Morocco Tours exercises reasonable care in selecting accommodation providers, transport operators, guides, and other suppliers. However, we act as an organizer and intermediary. To the fullest extent permitted by applicable law:

• We are not liable for the acts, omissions, defaults, or negligence of third-party service providers
• We are not liable for any injury, illness, death, loss, damage, expense, or inconvenience resulting from the acts or omissions of any third party
• We are not liable for any indirect, consequential, or special damages including loss of enjoyment, lost business opportunities, or emotional distress

7.2 Maximum Liability

In any event where Serenity Morocco Tours is found liable, our maximum liability shall not exceed the total amount paid by you for the specific booking or service giving rise to the claim. This limitation applies regardless of the legal theory under which the claim is made.

7.3 Personal Safety and Property

Travel inherently involves risk. You acknowledge that Morocco may present different safety conditions than your home country. You are responsible for:

• Safeguarding your personal belongings, travel documents, and valuables at all times
• Assessing your own fitness and suitability for tour activities
• Following safety instructions provided by guides, drivers, and accommodation staff
• Exercising reasonable judgment in unfamiliar environments

Serenity Morocco Tours is not responsible for any loss of or damage to personal property during the tour.

7.4 Indemnification

You agree to indemnify and hold harmless Serenity Morocco Tours, its directors, officers, employees, and agents from and against all claims, damages, losses, and expenses (including reasonable legal fees) arising from your breach of these Booking Terms, your negligent or reckless conduct, or your failure to comply with applicable laws and regulations during the tour.

8.1 During Your Tour

If you have a complaint or concern during your tour, please raise it immediately with your tour guide or driver. Many issues can be resolved promptly on the ground. If the matter cannot be resolved by your guide, please contact our operations team directly at +212 701 664 704.

8.2 After Your Tour

If your complaint was not resolved during the tour, or if you wish to make a formal complaint, please submit it in writing within 28 days of the tour end date to:

Your complaint should include your booking reference number, travel dates, a detailed description of the issue, and any supporting evidence (photographs, receipts, correspondence).

8.3 Our Response

We take all complaints seriously and are committed to resolving them fairly and promptly:

• We will acknowledge receipt of your complaint within 2 business days
• We will investigate the matter thoroughly and provide a substantive response within 14 business days
• If the investigation requires more time, we will inform you of the expected timeline
• Where appropriate, we will offer a remedy which may include a partial refund, credit voucher, or other compensation

8.4 Escalation

If you are not satisfied with our response, you may escalate the matter through mediation or arbitration as described in our Terms of Service. We are committed to resolving disputes amicably and encourage open dialogue before pursuing formal proceedings.

9.1 Governing Law

These Booking Terms shall be governed by and construed in accordance with the laws of the Kingdom of Morocco. Any dispute arising from or in connection with these Booking Terms shall be subject to the exclusive jurisdiction of the courts of Marrakech, Morocco, except where mandatory consumer protection laws of your country of residence provide otherwise.

9.2 Regulatory Compliance

Serenity Morocco Tours operates in full compliance with Moroccan tourism regulations, including licensing requirements set forth by the Moroccan Ministry of Tourism. Our company registration, tourism license, and insurance details are available upon request.

9.3 Severability

If any provision of these Booking Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced with a valid provision that most closely reflects the original intent.

9.4 Entire Agreement

These Booking Terms, together with your booking confirmation, our Terms of Service, and our Privacy Policy, constitute the entire agreement between you and Serenity Morocco Tours regarding your booking. No oral statements, representations, or prior agreements shall form part of the contract unless expressly incorporated in writing.

9.5 Amendments

We reserve the right to update these Booking Terms from time to time. The version in effect at the time of your booking confirmation shall apply to your reservation. Material changes will be communicated via our website and, where possible, directly to affected travelers.