Legal information
Refund & cancellation policy
This policy explains how to cancel a booking made on voyagistemaroc.com, how much is refunded and how refunds are paid. It applies together with our Terms & conditions.
Last updated: 10 November 2026
Contents
- Scope of this policy
- Who we are
- Booking confirmation
- How to cancel
- Cancellation deadlines and refunds
- Deposits and balance payments
- Partial refunds
- No-shows
- Changes requested by you
- Cancellations and changes by us
- Weather and exceptional circumstances
- Force majeure
- Refund processing times
- How refunds are paid
- Payment disputes and chargebacks
- Contact for cancellations and refunds
Scope of this policy
This policy applies to every tour, guided visit, day trip, activity, transfer and multi-day journey booked on voyagistemaroc.com under the VOYAGISTE MAROC brand. It sits alongside our Terms & conditions; if the two ever differ, the cancellation conditions shown and accepted during your booking and in your booking confirmation apply to that reservation.
Who we are
VOYAGISTE MAROC is the commercial brand shared by two separately registered travel and tourism companies under the same ownership: Voyagiste Maroc, a tour agency registered in Morocco (IF 66009585 · RC 4345), and VOYAGISTE VM LLC, a limited liability company registered in the State of Wyoming, United States. If you would like to know which company your booking was made with, contact us and we will confirm it in writing.
Booking confirmation
A booking is confirmed when we send you a written confirmation and the required payment (full amount or deposit) has been received. Before you pay, the booking page shows the price, the payment rule and the cancellation conditions of the product you are booking.
How to cancel
To cancel, write to contact@voyagistemaroc.com or customer.care@voyagistemaroc.com and quote your booking reference (VM-…). We confirm every cancellation in writing. Refund amounts are calculated from the date and time we receive your cancellation request, in Morocco local time.
Cancellation deadlines and refunds
Multi-day tours (including multi-day trekking and hiking tours) booked from 14 October 2026:
- 30 days or more before departure: refund of everything you paid except the 35% deposit (at most 65% of the total price)
- 15 to 29 days before departure: refund of 50% of the total price
- 7 to 14 days before departure: refund of 25% of the total price
- 6 days or fewer before departure, or no-show: no refund
The 35% deposit is never refunded, and a refund is never more than the amount paid minus the deposit. Refund percentages are calculated on the total price of the booking.
Multi-day tours booked before 14 October 2026 keep their original cancellation terms: 30 days or more before departure, full refund minus the 30% deposit; 15 to 29 days, 50% refund; 7 to 14 days, 25% refund; 6 days or fewer, no refund.
Guided tours, day trips and activities (including themed tours that are not multi-day tours): free cancellation up to 24 hours before the scheduled start time. Cancellations made less than 24 hours before the start, or no-shows, are not refunded.
Transfers: free cancellation with a full refund up to 24 hours before the pickup time. Cancellations made less than 24 hours before the pickup time, or no-shows, are not refunded.
The cancellation conditions shown during booking and in your booking confirmation apply to each reservation.
Deposits and balance payments
Multi-day tours booked from 14 October 2026: a 35% non-refundable deposit confirms the booking and the remaining 65% is due 30 days before departure. If you book 30 days or less before departure, the full amount is paid at the time of booking. Guided tours, day trips, activities and transfers are paid in full (100%) at the time of booking. The payment rule, the deposit and the amounts due are shown before you pay and in your booking confirmation.
Partial refunds
When a refund is partial, it is calculated as a percentage of the total price of the booking, as set out above, and is limited to the amount you have actually paid, minus any non-refundable deposit and any refund already made. If only some travellers in a booking cancel, contact us: the change depends on availability and may change the price of the booking.
No-shows
If you do not come to the meeting point or pickup at the agreed time and have not cancelled within the deadlines above, the booking is treated as a no-show and is not refunded.
Changes requested by you
Ask us as early as possible if you want to change dates, travellers or options. We do our best to accommodate you; changes depend on availability and may change the price. A change that you request is not a cancellation by us.
Cancellations and changes by us
We may adjust an itinerary, a meeting time or the order of visits for reasons such as weather, road conditions, monument closures or safety. We tell you before making a change where we can, and replace any lost service with an equivalent one or refund it. If we cancel your booking, we offer you an alternative date or an equivalent service; if you do not accept it, we refund the amount you paid for the services not provided.
Weather and exceptional circumstances
Desert, mountain and road conditions in Morocco can change quickly. When weather or another exceptional circumstance makes part of a trip unsafe or impossible, we adapt the programme or offer an alternative date or service; services that cannot be provided are refunded as described in the section above.
Force majeure
We are not liable for failure to perform caused by events beyond our reasonable control, such as extreme weather, natural disasters, epidemics, strikes, government decisions or road closures. In such cases we will offer an alternative date or service, or a refund of services not provided. We strongly recommend travel insurance that covers cancellation.
Refund processing times
When a refund is due, we confirm the amount to you in writing and then issue it. Once a card refund has been issued, it usually takes 5 to 10 business days to appear on your statement. This is an estimated processing timeframe, not a guaranteed deadline: the exact time depends on your bank or card issuer.
How refunds are paid
Refunds are paid to the original payment method and in the currency of the payment. If you paid by bank transfer, we refund to the account details you confirm to us in writing. Your bank may apply its own conversion fees if your card or account uses another currency.
Payment disputes and chargebacks
If you have a question about a charge, please contact us first: most issues are solved quickly by email. If you open a dispute or chargeback with your bank or card issuer, we will provide the issuer with the booking records, and we do not issue a separate refund for the same amount while the dispute is open, so that you are not refunded twice. This does not affect any statutory rights or refund entitlement you may have.
Contact for cancellations and refunds
Email: contact@voyagistemaroc.com
Customer care: customer.care@voyagistemaroc.com
Phone and WhatsApp: +212 6 63 23 46 81 · +212 6 38 83 64 43
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