Politique de remboursement et d'annulation

Version 2.0 — effective August 26, 2026. This version supersedes all previous refund schedules.

Clarity is part of hospitality. This page sets out exactly what happens if your plans change — in defined figures you know before you pay, not afterwards.

Please read it before confirming your booking. By completing payment, you accept these terms.

1. Who we are

Our journeys are marketed and managed by Moratra LLC, registered in the State of Wyoming, United States (Filing ID 2026-002017761), and operated on the ground in Morocco by our partner operator ALLOTRIPS SARL (Commercial Register 140897, Commercial Court of Marrakech · ICE 003372765000012).

The version of this policy in force at the time you complete your booking applies to that booking. Later updates do not affect bookings already confirmed.

2. How booking & payment work

We operate two booking types. Yours is determined and confirmed to you in writing before you pay.

A. Deposit bookings. This applies to:

• Tous multi-day journeys
• Tous private tours and private bookings — any trip or service reserved exclusively for you or your group
• Tous customized and tailor-made itineraries
• Any booking that includes a night in a campement dans le désert, a private 4×4, or a private guide
• All bookings during peak periods

• A acompte de 50 % of the trip price confirms your booking
• le remaining 50% balance is due 5 days before departure
• Separate payment links per traveller are available on request

We send the balance payment link 10 days before departure, with a reminder at 7 days. Failure to pay the balance by its due date is treated as a cancellation by you, and the cancellation charges in force on that date apply.

B. Pay-on-arrival bookings. Limited to shared day activités, day tours and transfers, outside peak periods, and provided they include no private or customized service.

• No deposit. You book, we confirm in writing, and you pay on the day of service.
• Annulation gratuite with at least 48 hours’ notice.

Repeated no-shows without notice may result in this option being withdrawn for future bookings.

3. The 24-hour window

If you cancel within 24 hours of paying your deposit, your deposit is refunded in full, less bank and transfer fees. This window applies automatically by time, and requires no action or notice from either party.

After 24 hours, the deposit is non-refundable. From that point we begin securing your arrangements with our suppliers, and those commitments are not recoverable.

The 24-hour window does not apply to:

• Bookings made fewer than 21 days before departure
• Bookings falling within peak periods (section 4)

For these, arrangements are secured immediately on receipt of the deposit, and the deposit is non-refundable from the moment of payment.

4. Peak periods

• March, April, August, December and January — in full
• le Eid al-Fitr et Aïd al-Adha holiday periods — from 3 days before to 4 days after the first day of each Eid. These follow the Islamic calendar, shift each year, and the exact dates applying to your journey are confirmed to you in writing at the time of booking.

During peak periods, camps, riads and vehicles must be secured immediately and irrevocably. Bookings in these periods always require a deposit and are not eligible for the 24-hour window or for pay-on-arrival.

5. Cancellation by you — charges

Charges are calculated on the full trip price, not on the amount you have paid. Where the charge exceeds the amount already paid, the difference remains due.

These are pre-agreed charges, not a reimbursement of costs. You accept them before payment as the agreed price of cancelling. They are not subject to later calculation or line-by-line review.

The charges apply whatever the reason for cancellation, including illness, visa refusal, flight cancellation and family emergencies. These are precisely the situations travel insurance is designed to cover (section 11).

6. Why the deposit is non-refundable

We work in Morocco with a network of local providers: desert camps, camel operators, 4×4 owners, drivers, guides and family-run riads. Securing these arrangements — particularly in the Sahara and during peak periods — requires immediate and irrevocable commitment, most often settled in cash, in line with how the sector operates in Morocco.

These commitments are spent the moment your journey is secured, and they are not returned to us when a booking is cancelled.

7. Exceptional circumstances

We treat every case fairly. In documented exceptional circumstances, Moratra may — entirely at its own discretion, without obligation, and without setting any precedent — offer one of the following:

• A travel credit for part of the amount paid, valid for twelve months
• A date transfer to another available departure

We prefer these to a cash refund, because they preserve the value of what you have paid rather than losing it.

8. If we cancel

If Moratra cancels a confirmed booking for any reason other than force majeure, you choose:

• A remboursement intégral of everything you have paid, or
• Free rescheduling to another available date of equivalent value

In cases of force majeure beyond our control — natural disasters, civil unrest, border closures, epidemics, extreme weather, government decisions — we will do everything we can to reschedule your journey or issue a credit for the amount paid, less commitments already made to our suppliers that cannot be recovered. For weather-dependent activities such as hot-air balloon flights, safety may require rescheduling; if no alternative date works for you, any amount paid for the affected service is refunded in full.

In all cases, Moratra is not responsible for incidental expenses you may have incurred in connection with your booking, such as flights, visas, vaccinations or insurance.

9. Changes to your booking

• Date change more than 21 days before departure: free once, subject to availability and any difference in price
• Date change fewer than 21 days before departure: treated as a cancellation; the charges in section 5 apply
• Name changes: free up to 7 days before departure
• Reduction in group size: the per-person price is recalculated on the new group size, and the cancellation charges apply to the withdrawing traveller

10. Unused services & non-refundable components

Services included in your itinerary that you do not use — a meal, a night, an activity, an excursion — are neither refunded nor exchanged, whether due to late arrival, early departure or a change of plan during the journey.

The following are non-refundable in all circumstances, regardless of when you cancel: official permits, domestic flight tickets, special event tickets, advance hotel payments during peak periods, and bank transfer fees. Discounted packages explicitly marked “non-refundable” at the time of purchase are excluded from refunds, as stated on their offer page before you pay.

11. Travel insurance

We strongly recommend arranging comprehensive travel insurance when you confirm your booking, covering trip cancellation, interruption, medical care, evacuation and lost baggage.

The charges in section 5 apply regardless of the reason for cancellation. Insurance is how you recover your money in the circumstances where we cannot.

12. How to cancel

Cancellation must reach us in writing à Info@moratra.com, or by WhatsApp on +212 727-541683.

A cancellation takes effect from the moment we receive your notice, in Morocco local time (GMT+1). Verbal notice and calls not confirmed in writing are not taken into account when calculating charges. We acknowledge every cancellation request in writing within 24 hours.

13. Refund processing

• Amounts due are processed within 5 à 10 jours ouvrables of the cancellation being confirmed
• Refunds are issued to the original payment method and to the original payer only
• Bank transfer fees are deducted from the amount refunded
• Refunds are made in the original currency of payment; we do not compensate for exchange-rate differences between the date of payment and the date of refund

14. Disputes

If you disagree with an amount or with how this policy has been applied, contact us first. We undertake to respond within five business days, and the overwhelming majority of cases are resolved amicably at this stage.

By accepting these terms, you agree to contact us before initiating any dispute procedure with your bank or financial institution. A bank dispute raised in respect of an amount properly due under this policy constitutes a breach of our agreement.

15. Governing law

This policy and any dispute arising from it are governed by the laws of the Kingdom of Morocco, under the exclusive jurisdiction of the courts of Marrakech, Morocco.