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Pay on Arrival — Available on Most Tours
Moratra’s Flexible Payment Promise
Moratra proudly offers a Pay on Arrival option for the majority of our tours and activities. You can reserve your spot online without paying upfront and simply settle the balance in cash or by card upon arrival on the day of your experience.
Advance payment is only required for tours that involve pre-committed third-party arrangements, such as luxury desert camps, private vehicles, hotel bookings, balloon flights, or any experience requiring supplier prepayment to guarantee your reservation. This will always be clearly indicated at the time of booking.
Moratra is a registered brand operated and managed by AlloTrips SARL, a company incorporated under the laws of the Kingdom of Morocco, with registered offices in Marrakech, Morocco.
At AlloTrips SARL, we understand that travel plans can change due to unforeseen personal, professional, or external circumstances. This Refund & Cancellation Policy sets out the terms under which cancellations, refunds, and rescheduling requests are handled for all bookings made through our website moratra.com, by email, by phone, or via any authorised booking partner.
Your AgreementBy completing a booking with Moratra, the Customer confirms that they have read, understood, and agree to be bound by this Refund & Cancellation Policy in its entirety. This Policy forms part of the overall Terms & Conditions governing all bookings made with AlloTrips SARL.
- All bookings are confirmed only upon receipt of full payment or an agreed deposit, as specified during the checkout or booking process. For Pay on Arrival bookings, confirmation is issued upon receipt of your reservation request and is subject to availability.
- All cancellation requests must be submitted in writing by email to [email protected]. Verbal cancellations made by phone or in person are not accepted as formal cancellation notices.
- The cancellation date and time is determined by the date and time at which the written cancellation notice is received and acknowledged by AlloTrips SARL, not the date it was sent.
- All refund requests are evaluated against this Policy based on the confirmed cancellation notice date relative to the scheduled tour or activity departure date and time.
- AlloTrips SARL reserves the right to request supporting documentation for cancellation requests made on medical or emergency grounds.
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Cancellation by the Customer
The following cancellation schedule applies to all bookings where advance payment has been made. For Pay on Arrival reservations with no prepayment, no financial penalty applies upon cancellation, though we kindly ask for reasonable notice as a courtesy to our operations team.
| Notice Period |
Refund Entitlement |
Conditions |
| ⏰ More than 72 hours before departure |
100% Full Refund |
Minus any non-recoverable third-party costs already committed on your behalf. |
| ⏰ Between 48 and 72 hours before departure |
50% Partial Refund |
50% of the total prepaid booking value will be refunded. |
| ⏰ Less than 48 hours before departure |
No Refund |
The full prepaid amount is forfeited. No rescheduling at this stage. |
| ❌ No-Show |
No Refund |
Failure to appear at the meeting point. No refund or rescheduling is possible. |
No-Show PolicyIf you fail to appear at the designated meeting point at the confirmed departure time without prior written notice, your booking will be treated as a no-show. No refund, credit, or rescheduling will be offered under any circumstances in such cases.
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Cancellation by AlloTrips SARL
AlloTrips SARL reserves the right to cancel, postpone, or significantly modify any tour or activity for reasons including but not limited to:
- Severe or hazardous weather conditions that compromise the safety or quality of the experience
- Operational or mechanical issues affecting vehicles, equipment, or service delivery
- Minimum group size not reached, where a viable group is required for the activity to operate
- Government restrictions, public health measures, or official safety advisories
- Force majeure events as defined in Section 8 of this Policy
- Third-party supplier failure where the service cannot be delivered due to circumstances outside AlloTrips SARL’s control
Your Options If We CancelIn the event of a cancellation initiated by AlloTrips SARL for any of the above reasons, the Customer will be offered the choice of: (a) a full refund of all amounts paid for the affected booking, or (b) rescheduling to another available date of equivalent value. AlloTrips SARL shall not be liable for any additional costs incurred by the Customer, including flights, accommodation, or other arrangements made independently.
Processing Time
Approved refunds are processed within 5–10 business days from the date of written confirmation of the refund approval.
Refund Method
Refunds are issued via the same payment method used at the time of booking (credit/debit card, bank transfer, or other).
Currency & Delays
Bank processing times, currency conversion, or international transfer delays may extend the timeline beyond our control.
Pay on Arrival
No refund processing is required for Pay on Arrival bookings where no prepayment was collected.
Refund ConfirmationAll approved refunds will be confirmed in writing by email to the address associated with your booking. If you have not received confirmation within 10 business days of submitting your cancellation request, please contact us at
[email protected].
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Non-Refundable Services
The following categories of bookings and services are non-refundable once confirmed and paid, regardless of the notice period provided:
- Special Promotions & Discounted Packages: Bookings made under a promotional price, flash sale, or limited-time discount that was explicitly marketed as non-refundable at the time of purchase.
- Customised Private Tours: Bespoke itineraries or private group experiences requiring prepayment to third-party suppliers, including private transport providers, specialist guides, or exclusive venue access.
- Third-Party Committed Services: Any component of a booking where payment has been irrevocably committed to a third-party supplier, including luxury desert camp reservations, balloon flight operators, private accommodation bookings, or ticketed events.
- Last-Minute Bookings: Bookings confirmed within 48 hours of the scheduled departure date are non-refundable from the moment of confirmation.
Transparency CommitmentAlloTrips SARL will always clearly indicate at the time of booking whether a specific service or component is non-refundable. Non-refundable conditions will be displayed prominently before payment is completed. If you are uncertain, please contact us before confirming your booking.
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Modifications & Rescheduling
A. Date Changes by the Customer
- Requests to change the date of a confirmed booking are accepted if submitted at least 72 hours before the scheduled departure, subject to availability on the requested new date.
- Date change requests submitted between 48 and 72 hours before departure are subject to management approval and may be accepted or declined at AlloTrips SARL’s sole discretion.
- Rescheduling requests submitted less than 48 hours before departure will not be accepted. The standard cancellation policy will apply.
- A maximum of one date change per booking is permitted. Subsequent change requests may be treated as a cancellation and re-booking.
B. Price Differences on Rescheduling
- If the new tour date is priced higher than the original booking, the Customer will be required to pay the difference before the rescheduling is confirmed.
- If the new date is priced lower, the difference will be offered as a credit note applicable to a future booking with Moratra. No cash refunds will be issued for price differences arising from rescheduling.
How to Request a ChangeAll rescheduling requests must be submitted in writing to
[email protected] or by calling
+212 727-541683. Please include your booking reference, original tour date, and preferred new date in your request.
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Force Majeure & Unforeseen Circumstances
AlloTrips SARL shall not be held liable for any cancellation, delay, postponement, or modification of a Service caused by circumstances entirely beyond our reasonable control. Such circumstances include but are not limited to:
- Acts of God, including earthquakes, floods, extreme sandstorms, or severe weather events
- Pandemics, epidemics, or public health emergencies declared by national or international authorities
- Acts of war, terrorism, political unrest, or civil disturbances
- Government-imposed travel restrictions, border closures, or entry bans
- Strikes, industrial action, or critical infrastructure failures
- Any other extraordinary event that makes the safe and lawful delivery of the Service impossible
Force Majeure ResolutionIn the event of a confirmed force majeure situation, AlloTrips SARL will make every reasonable effort to offer the Customer an alternative date or a credit note for the full value of the booking. Cash refunds in force majeure cases will be assessed individually, taking into account any non-recoverable costs already committed to third-party providers. AlloTrips SARL’s liability in such cases is expressly limited to the amount paid for the specific affected booking.
AlloTrips SARL is committed to resolving all refund and cancellation disputes fairly, transparently, and in good faith. Before initiating any formal legal proceedings or payment chargeback, Customers are required to follow the steps below:
Step 1 — Contact Us DirectlySubmit your dispute in writing to [email protected] within 14 days of the relevant booking date or tour end date.
Step 2 — AcknowledgementAlloTrips SARL will acknowledge your dispute within 3 business days and aim to provide a full written response within 10 business days.
Step 3 — ResolutionWe will work in good faith to reach a fair and amicable resolution, which may include a partial or full refund, a credit note, or an alternative arrangement.
Step 4 — Governing LawUnresolved disputes shall be governed by the laws of the Kingdom of Morocco and subject to the exclusive jurisdiction of the courts of Marrakech, Morocco.
AlloTrips SARL maintains complete records of all bookings, payments, confirmations, and communications. These records will be provided to the relevant authorities, payment processors, or financial institutions in the event of any formal dispute or chargeback claim.
For all cancellation requests, refund enquiries, rescheduling requests, or questions relating to this Policy, please contact our team through any of the following channels. We are happy to assist you:
When contacting us about a cancellation or refund, please include your full name, booking reference number, tour date, and a brief description of your request. This will allow us to locate your booking and respond as efficiently as possible.
