Refund & Cancellation Policy
Effective date: July 11, 2026 — this version supersedes all previous refund schedules.
Who we are. Moratra is the trading name of Moratra LLC, a limited liability company registered in Wyoming, United States (WY Filing ID 2026-002017761). Moratra LLC is the organizer of, contracting party for, and party responsible for every tour and experience sold on this website.
Contact: Info@moratra.com · +212 727-541683 (phone & WhatsApp)
How booking & payment works
Most of our tours and activities (the majority of what we sell) are Pay on Arrival: you book online, we confirm your booking in writing, and you pay nothing until you arrive — the full amount is settled at the start of your tour or activity, in cash or by card.
A 50% deposit is required only where we must commit funds in advance on your behalf — accommodation and hotel stays, luxury desert camps, and customized private itineraries that require confirmed reservations. The deposit is paid securely online by card (EUR); the remaining balance is due on arrival in Morocco, by cash or card. The exact amounts are always shown in your quote before you pay.
Cancelling a Pay-on-Arrival booking
Free of charge, at any time — nothing has been paid, so there is nothing to refund. We kindly ask for at least 48 hours’ notice so we can release your places to other travellers.
Cancelling a deposit booking — our refund rule
| When you cancel | What you get back |
|---|---|
| Within 24 hours of paying your deposit | 100% of the deposit — no questions, no deductions. |
| More than 24 hours after paying your deposit | Everything not yet spent on your trip. We refund the deposit minus only the funds already committed to secure your arrangements (hotel and camp reservations, permits, transport bookings, and similar). Every deduction is documented and itemized with supporting confirmations in your refund statement. If nothing has been committed yet, you receive a full refund. |
No-show: if you do not appear at the confirmed meeting point without prior written notice, the booking is treated as cancelled at departure time. By then funds are normally fully committed, so a refund is usually not possible — but any amount that has genuinely not been spent is still returned under the same rule above.
Promotional offers: discounted packages explicitly marked “non-refundable” at the time of purchase are excluded from refunds, as stated on their offer page before you pay.
How refunds are paid
Approved refunds are processed within 5–10 business days from written confirmation, to the same payment method used at booking. Bank processing, currency conversion, or international transfer times may extend this beyond our control.
If we cancel or change your tour
If Moratra LLC cancels a confirmed booking for any reason other than force majeure, you choose: (a) a full refund of everything you have paid, or (b) rescheduling to another available date of equivalent value, free of charge. For weather-dependent activities (hot-air balloon flights, desert excursions), safety may require rescheduling; if no alternative date works for you, any amounts paid for the affected service are refunded in full.
How to cancel
All cancellation requests must be sent in writing to Info@moratra.com (WhatsApp messages are accepted as written notice when confirmed by our team). The cancellation time is the time we receive your message.
Governing law
Unresolved disputes are governed by the laws of the Kingdom of Morocco, under the exclusive jurisdiction of the courts of Marrakech, Morocco.