These Terms & Conditions govern the relationship between you (the “Customer”) and AlloTrips SARL, the legal entity operating the Moratra brand. AlloTrips SARL is a company incorporated under the laws of the Kingdom of Morocco, with registered offices in Marrakech, Morocco.
Important NoticeMoratra is a registered brand operated and managed by AlloTrips SARL, Marrakech, Morocco. All bookings, contracts, payments, and legal obligations are made directly with AlloTrips SARL.
By accessing our website at moratra.com, submitting a booking request, or completing a payment, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions in their entirety. If you do not agree, you must not proceed with any booking.
For the purposes of these Terms & Conditions, the following definitions apply:
"Company"AlloTrips SARL, operating under the Moratra brand, Marrakech, Morocco.
"Customer" / "You"Any individual or group who browses the website, makes a booking enquiry, or purchases a service.
"Service(s)"Any tour, excursion, activity, balloon flight, desert camp, day trip, transfer, or travel experience offered by Moratra.
"Booking"A confirmed reservation of a Service made via the website, email, phone, or any authorised channel.
"Confirmation"The written or electronic confirmation issued by AlloTrips SARL acknowledging a completed and paid booking.
"Third-Party Provider"Any independent supplier, guide, operator, accommodation provider, or transport company engaged to deliver any part of a Service.
03
Booking & Payment Terms
A. Booking Process
- All bookings are subject to availability and are not confirmed until a written Confirmation is issued by AlloTrips SARL.
- The Customer is responsible for ensuring that all booking details, including participant names, dates, and special requirements, are accurate at the time of booking.
- Bookings made on behalf of a group are the sole responsibility of the lead Customer, who accepts these Terms on behalf of all participants.
- AlloTrips SARL reserves the right to refuse or cancel any booking at its sole discretion, with a full refund of any amounts paid.
B. Payment
- Full payment or a deposit (as specified at the time of booking) is required to secure your reservation.
- Accepted payment methods include major credit and debit cards, bank transfer, and any other methods expressly stated on our website.
- All transactions are processed in the currency displayed at checkout. AlloTrips SARL is not responsible for any currency conversion fees charged by your bank or card issuer.
- Payment card details are processed exclusively through PCI-DSS-compliant third-party payment processors. AlloTrips SARL does not store full card numbers.
C. Pricing
- All prices are quoted per person unless otherwise stated and are subject to change without prior notice until a Booking is confirmed.
- AlloTrips SARL reserves the right to correct any pricing errors at any time. In such cases, the Customer will be notified and offered the option to proceed at the corrected price or receive a full refund.
- Prices do not include personal travel insurance, international flights, visa fees, tips, or any item not explicitly listed in the tour description.
Booking ConfirmationYour booking is only confirmed once you receive a written Confirmation from AlloTrips SARL and the required payment has been successfully processed. Until that point, availability is not guaranteed.
04
Cancellation & Refund Policy
A. Cancellations by the Customer
All cancellation requests must be submitted in writing to [email protected]. The following schedule applies:
More than 7 days before
Full refund, minus any non-recoverable third-party costs already incurred.
3 to 7 days before
50% refund of the total booking value.
Less than 48 hours before
No refund. The full booking amount is forfeited.
No-Show
No refund. The full booking amount is forfeited.
B. Cancellations by AlloTrips SARL
- AlloTrips SARL reserves the right to cancel any Service due to insufficient bookings, safety concerns, adverse weather conditions, force majeure events, or any other circumstances beyond our reasonable control.
- In such cases, the Customer will be offered a full refund or an alternative date or service of equivalent value.
- AlloTrips SARL shall not be liable for any additional costs incurred by the Customer as a result of such cancellation, including but not limited to flights, accommodation, or other travel arrangements.
C. Non-Refundable Conditions
- Bookings cancelled less than 48 hours before the scheduled departure
- No-shows or late arrivals resulting in missed departures
- Services unused due to the Customer's personal decision, illness, or travel delays not caused by AlloTrips SARL
- Promotional or discounted bookings explicitly marked as non-refundable at the time of purchase
ImportantWe strongly recommend that all Customers purchase comprehensive travel insurance that covers cancellation, medical emergencies, and trip interruption prior to confirming any booking.
AlloTrips SARL shall not be held liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control, including but not limited to:
- Acts of God, including earthquakes, floods, sandstorms, or extreme weather events
- Pandemics, epidemics, or public health emergencies declared by national or international authorities
- Acts of war, terrorism, civil unrest, or government-imposed restrictions
- Strikes, industrial action, or infrastructure failures affecting transport or utilities
- Government travel advisories, border closures, or entry restrictions
- Any other event that makes the safe delivery of Services impossible or impractical
Force Majeure OutcomeIn the event of a confirmed force majeure situation, AlloTrips SARL will make every reasonable effort to offer an alternative date or a credit note. Refunds in force majeure cases will be assessed on a case-by-case basis, taking into account non-recoverable costs already committed to third-party providers.
06
Weather & Safety Cancellations
Certain Services offered by Moratra, including hot air balloon flights, desert excursions, mountain treks, and outdoor activities, are inherently weather-dependent and subject to cancellation or modification for safety reasons.
- Hot Air Balloon Flights: Flights may be cancelled or postponed at the sole discretion of the licensed balloon operator if weather conditions are deemed unsafe. This decision is final and non-negotiable. A full refund or alternative date will be offered.
- Desert & Outdoor Excursions: Routes or activities may be modified due to extreme heat, sandstorms, flash flooding, or other environmental hazards. The safety of all participants is the absolute priority.
- Mountain Activities: Trekking or high-altitude activities may be altered or cancelled due to snow, ice, fog, or other hazardous conditions as assessed by our guides or local authorities.
Safety First PolicyAll safety-related cancellation decisions are made by qualified professionals and are not subject to dispute. AlloTrips SARL will not be held liable for any disappointment, inconvenience, or additional costs arising from weather or safety cancellations that are outside our control.
07
Customer Responsibility
By confirming a booking with Moratra, the Customer accepts the following responsibilities:
- Health & Fitness: It is the Customer’s responsibility to ensure they are physically and medically fit to participate in the selected activity. AlloTrips SARL reserves the right to exclude any participant from a tour or activity if, in the reasonable opinion of our staff or guides, their participation poses a risk to themselves or others.
- Travel Documents: The Customer is solely responsible for holding a valid passport, visa, and any other travel documentation required for their trip. AlloTrips SARL accepts no liability for denied entry or inability to travel due to inadequate documentation.
- Travel Insurance: The Customer is strongly advised to hold comprehensive travel insurance covering cancellation, medical treatment, evacuation, and personal liability before the start of their tour.
- Behaviour & Conduct: All participants are expected to behave in a manner that is respectful of local culture, fellow travellers, guides, and the natural environment. AlloTrips SARL reserves the right to remove any participant whose behaviour is disruptive, dangerous, or offensive, with no entitlement to a refund.
- Punctuality: Customers are responsible for arriving at designated meeting points on time. AlloTrips SARL accepts no liability for missed tours due to late arrival.
- Personal Belongings: The Customer is solely responsible for the safety and security of their personal belongings throughout the tour. AlloTrips SARL and its partners accept no liability for loss, theft, or damage to personal property.
08
Limitation of Liability
To the fullest extent permitted by applicable law, AlloTrips SARL's liability to the Customer in connection with any Service shall be limited as follows:
- AlloTrips SARL shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of enjoyment, loss of opportunity, or loss of profits, arising from or in connection with any booking or Service.
- Where AlloTrips SARL is found liable for direct loss or damage, such liability shall not exceed the total amount paid by the Customer for the specific Service giving rise to the claim.
- AlloTrips SARL shall not be liable for any loss, injury, illness, or damage arising from the Customer's failure to follow safety instructions, guide directions, or activity-specific guidelines.
- AlloTrips SARL shall not be liable for any personal injury or death arising from inherent risks associated with adventure tourism, outdoor activities, desert travel, or balloon flights, provided all reasonable safety measures were in place.
- AlloTrips SARL accepts no liability for services, actions, or omissions of Third-Party Providers engaged to deliver any component of a Service.
Inherent Risk AcknowledgementAdventure activities, desert excursions, balloon flights, and outdoor experiences carry inherent risks that cannot be entirely eliminated. By booking such activities, the Customer acknowledges and voluntarily accepts these risks.
Some Services offered by Moratra are operated in whole or in part by independent Third-Party Providers, including licensed balloon operators, transport companies, local guides, accommodation providers, and activity specialists.
- AlloTrips SARL acts as an agent and coordinator in such arrangements and shall not be held responsible for the quality, safety, or performance of Third-Party Providers beyond exercising reasonable care in their selection.
- Third-Party Providers may have their own terms and conditions which apply in addition to these Terms. AlloTrips SARL is not a party to any contract between the Customer and a Third-Party Provider.
- Any complaints or claims arising from the services of a Third-Party Provider should be directed to that provider in the first instance, with AlloTrips SARL providing reasonable assistance where possible.
- Our website may contain links to third-party websites. AlloTrips SARL is not responsible for the content, accuracy, or privacy practices of any external websites.
All content published on moratra.com, including but not limited to text, photographs, videos, graphics, logos, icons, tour itineraries, and brand materials, is the exclusive intellectual property of AlloTrips SARL or its licensed content providers.
- No content from this website may be reproduced, distributed, modified, republished, or commercially exploited without the express prior written consent of AlloTrips SARL.
- The Moratra name, logo, and all associated brand identifiers are registered trademarks of AlloTrips SARL. Unauthorised use constitutes an infringement and may result in legal action.
- Customers who submit reviews, photographs, or other user-generated content through our platforms grant AlloTrips SARL a non-exclusive, royalty-free, worldwide licence to use, display, and promote such content in connection with our marketing activities.
11
Chargeback & Dispute Policy
AlloTrips SARL is committed to resolving all payment disputes fairly and transparently. Before initiating a chargeback with your bank or payment provider, we ask that you contact us directly to allow us the opportunity to resolve the issue.
- Any disputes regarding charges must be raised in writing within 30 days of the transaction date by emailing [email protected].
- AlloTrips SARL maintains complete records of all bookings, confirmations, communications, and payment transactions, which will be provided to payment processors and financial institutions in the event of a chargeback claim.
- Chargebacks initiated without prior written notice to AlloTrips SARL, or chargebacks filed in bad faith where the Service was duly delivered as confirmed, will be disputed with full supporting documentation.
- AlloTrips SARL reserves the right to recover all costs, fees, and penalties associated with fraudulent or unjustified chargeback claims from the Customer.
Our CommitmentWe aim to resolve all billing disputes within 5 business days of receiving your written complaint. Our goal is always to reach a fair and amicable resolution without the need for third-party intervention.
12
Modifications & Termination
A. Modifications to Services
- AlloTrips SARL reserves the right to modify tour itineraries, routes, timings, included activities, or any aspect of a Service where necessary due to safety, weather, operational, or logistical reasons.
- Where material changes are made prior to departure, the Customer will be notified as soon as reasonably practicable and offered an alternative or refund where appropriate.
- Minor modifications that do not materially affect the quality or nature of the Service do not entitle the Customer to cancellation or a refund.
B. Modifications to These Terms
- AlloTrips SARL reserves the right to amend these Terms & Conditions at any time. The updated version will be published on our website with a revised Effective Date.
- Bookings confirmed before the date of any amendment shall remain governed by the Terms in force at the time of confirmation.
- Continued use of our website or services following publication of revised Terms constitutes acceptance of the updated Terms.
13
Governing Law & Jurisdiction
These Terms & Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of the Kingdom of Morocco.
JurisdictionThe courts of Marrakech, Morocco shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms & Conditions. By confirming a booking, the Customer irrevocably submits to this jurisdiction for the resolution of any such dispute.
Notwithstanding the foregoing, AlloTrips SARL reserves the right to bring proceedings against a Customer in any court of competent jurisdiction in the Customer's country of domicile for the purpose of enforcing payment obligations or protecting intellectual property rights.
AlloTrips SARL is committed to delivering exceptional travel experiences. If you are dissatisfied with any aspect of our service, we encourage you to follow our formal complaints procedure:
Step 1 — During Your TourReport the issue immediately to your guide or local representative so we can take action in real time.
Step 2 — Written ComplaintSubmit a formal complaint in writing to [email protected] within 14 days of the tour end date.
Step 3 — AcknowledgementWe will acknowledge receipt of your complaint within 3 business days and aim to provide a full response within 10 business days.
Step 4 — ResolutionWe will work with you to find a fair resolution, which may include a partial refund, service credit, or corrective action.
Complaints submitted more than 30 days after the tour end date may not be considered, except in exceptional circumstances supported by documented evidence.
For any questions relating to these Terms & Conditions, or to make a booking enquiry or complaint, please contact us through any of the following channels:
