Terms & Conditions
Please read these terms carefully before booking any tour, activity, or travel experience with Moratra.
Contracting Entity
These Terms & Conditions govern the relationship between you (the “Customer”) and Moratra LLC, the legal entity operating the Moratra brand. Moratra LLC is a limited liability company registered in Wyoming, United States (1309 Coffeen Avenue STE 1200, Sheridan, WY 82801, USA).
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.
Definitions
For the purposes of these Terms & Conditions, the following definitions apply:
Booking & Payment Terms
A. Booking Process
- All bookings are subject to availability and are not confirmed until a written Confirmation is issued by Moratra LLC.
- 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.
- Moratra LLC reserves the right to refuse or cancel any booking at its sole discretion, with a full refund of any amounts paid.
B. Payment
- Payment. A 50% deposit confirms the booking for all multi-day journeys, all private tours and private bookings, all customized and tailor-made itineraries, any booking that includes a night in a desert camp, a private 4×4 or a private guide, and all bookings during peak periods. The remaining 50% balance is due 5 days before departure for multi-day journeys, and on the day of service for day activities. Failure to pay the balance by its due date is treated as a cancellation by the Customer, and the cancellation charges in force on that date apply. Exact amounts are always shown in your quote before any payment.
- Pay on arrival. Limited to shared day activities, day tours and transfers outside peak periods, and settled at the start of the service.
- Peak periods. March, April, August, December and January in full, and the Eid al-Fitr and Eid al-Adha holiday periods (from 3 days before to 4 days after the first day of each Eid).
- 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. Moratra LLC 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 payment processors; payments are processed by Moratra LLC via Wise. Moratra LLC 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.
- Moratra LLC 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.
Cancellation & Refund Policy
A. Cancellations by the Customer
All cancellation requests must be submitted in writing to Info@moratra.com or by WhatsApp on +212 727-541683, and take effect on receipt (Morocco time, GMT+1). Verbal notice not confirmed in writing is not taken into account.
Pay-on-arrival bookings may be cancelled free of charge with at least 48 hours’ notice.
For deposit bookings, the deposit is refunded in full if cancellation is received within 24 hours of payment, less bank and transfer fees. This window applies automatically by time and does not apply to bookings made fewer than 21 days before departure or falling within peak periods. After 24 hours the deposit is non-refundable.
| When you cancel | Charge |
|---|---|
| Within 24 hours of paying the deposit | None — deposit refunded, less transfer fees |
| After 24 hours, up to 15 days before departure | 50% of the trip price |
| Fewer than 15 days before departure | 75% of the trip price |
| No-show, or cancellation after the journey has begun | 100% of the trip price |
Charges are calculated on the full trip price and not on the amount paid. Where the charge exceeds the amount already paid, the difference remains due. These are pre-agreed contractual charges and not a reimbursement of costs: Moratra LLC is not required to produce invoices, receipts or third-party documentation as a condition of applying them. The charges apply whatever the reason for cancellation, including illness, visa refusal, flight cancellation and family emergencies. Full details: Cancellation & Refund Policy.
B. Cancellations by Moratra LLC
- Moratra LLC 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.
- Moratra LLC 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
- Official permits, domestic flight tickets, special event tickets, and advance hotel payments during peak periods
- Bank transfer fees
- 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 Moratra LLC
- Promotional or discounted bookings explicitly marked as non-refundable at the time of purchase
D. Changes to a 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, and the charges in 04.A apply.
- Name changes: free up to 7 days before departure.
- Where the number of travellers is reduced, the per-person price is recalculated on the new group size and the cancellation charges apply to the withdrawing traveller.
E. Disputes
- The Customer agrees to contact Moratra LLC before initiating any dispute procedure with a bank or financial institution. Moratra LLC undertakes to respond within five business days.
- A bank dispute raised in respect of an amount properly due under these Terms constitutes a breach of this agreement.
Force Majeure
Moratra LLC 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
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.
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. Moratra LLC 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. Moratra LLC 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. Moratra LLC 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. Moratra LLC 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. Moratra LLC and its partners accept no liability for loss, theft, or damage to personal property.
Limitation of Liability
To the fullest extent permitted by applicable law, Moratra LLC's liability to the Customer in connection with any Service shall be limited as follows:
- Moratra LLC 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 Moratra LLC 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.
- Moratra LLC 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.
- Moratra LLC 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.
- Moratra LLC accepts no liability for services, actions, or omissions of Third-Party Providers engaged to deliver any component of a Service.
Third-Party Services
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.
- Moratra LLC 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. Moratra LLC 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 Moratra LLC providing reasonable assistance where possible.
- Our website may contain links to third-party websites. Moratra LLC is not responsible for the content, accuracy, or privacy practices of any external websites.
Intellectual Property
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 Moratra LLC 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 Moratra LLC.
- The Moratra name, logo, and all associated brand identifiers are registered trademarks of Moratra LLC. 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 Moratra LLC a non-exclusive, royalty-free, worldwide licence to use, display, and promote such content in connection with our marketing activities.
Chargeback & Dispute Policy
Moratra LLC 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.
- Billing questions. If you believe a charge is incorrect, please contact us at Info@moratra.com and we will investigate and respond within 5 business days.
- Moratra LLC 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.
- We cooperate fully with payment processors and card networks in any dispute.
Modifications & Termination
A. Modifications to Services
- Moratra LLC 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
- Moratra LLC 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.
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.
Notwithstanding the foregoing, Moratra LLC 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.
Complaint Procedure
Moratra LLC 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:
Complaints submitted more than 30 days after the tour end date may not be considered, except in exceptional circumstances supported by documented evidence.
Contact Us
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: