Terms & Conditions

Introduction

User Agreement & Responsibilities

• 1.You must be at least 18 years old to make a booking. Bookings made by minors must be accompanied by a parent or legal guardian.
• 2.You agree to provide accurate, current, and complete information when creating an account or making a booking. Providing false information may result in cancellation of your booking without refund.
• 3.You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
• 4.You agree not to use our platform for any unlawful purpose or in any way that could damage, disable, or impair our services.
• 5.You may not reproduce, duplicate, copy, sell, or exploit any portion of our website, content, or services without express written permission from Ourika Travels.
• 6.You agree to respect local customs, traditions, and laws while participating in our tours. Disruptive or disrespectful behavior may result in removal from the tour without refund.

Booking Terms & Conditions

• 1.All bookings are subject to availability and confirmation by Ourika Travels. A booking is considered confirmed only after you receive a confirmation email with your booking reference number.
• 2.Tour prices are displayed in the local currency (Moroccan Dirham - MAD) and may be subject to change without notice until the booking is confirmed. Once confirmed, the price is locked in and will not change.
• 3.You must provide accurate information including the number of participants, tour date, pickup location, and contact details. Changes to bookings may be subject to availability and may incur additional fees.
• 4.Group bookings (typically 10+ participants) may be eligible for special rates. Contact us directly to discuss group pricing and customization options.
• 5.Tours are conducted by certified local guides licensed by Moroccan tourism authorities. Guide assignment is at our discretion, and guides may be substituted if necessary, but all substitutes will be equally qualified and certified.
• 6.Pickup and drop-off services are included from designated locations (typically hotels in Marrakech). Delays due to traffic or other circumstances beyond our control may affect tour timing, but we strive to minimize any impact.
• 7.Minimum and maximum group sizes apply to tours as specified in each tour description. We reserve the right to cancel or modify tours if minimum participant requirements are not met.

Payment Terms

• 1.Payment methods accepted include: Pay Later (payment due before tour start), Cash on Arrival, Credit/Debit Card, and Bank Transfer. Payment terms are specified during the booking process.
• 2.For 'Pay Later' bookings, payment must be completed at our office before the tour departure. Failure to pay may result in tour cancellation without refund of any deposit paid.
• 3.All prices are inclusive of applicable taxes. Additional fees for entrance tickets, meals, or optional activities are clearly indicated in tour descriptions and are separate from the base tour price.
• 4.Currency conversion, if applicable, is based on current exchange rates. We are not responsible for fluctuations in exchange rates between booking and payment dates.
• 5.Refunds, when applicable according to our cancellation policy, will be processed to the original payment method within 5-10 business days. Refund processing times may vary depending on payment method and financial institutions.

Cancellation Policy

• 1.Cancellations made more than 24 hours before the scheduled tour start time are eligible for a full refund, less any applicable transaction fees.
• 2.Cancellations made within 24 hours of the tour start time are subject to a 50% cancellation fee. The remaining 50% will be refunded according to standard refund procedures.
• 3.No-shows (failure to appear at the designated meeting point at the scheduled time) are non-refundable. The full booking amount will be forfeited.
• 4.To cancel a booking, contact us via email, phone, or WhatsApp with your booking reference number. Cancellation requests must be received within the specified timeframes to be eligible for refunds.
• 5.In exceptional circumstances such as severe weather, natural disasters, or government-imposed restrictions that make the tour impossible or unsafe, we may cancel tours and offer a full refund or alternative date at no additional cost.
• 6.Cancellations by Ourika Travels due to operational reasons (guide unavailability, equipment failure, etc.) will result in a full refund or offer to reschedule at no additional cost to the customer.
• 7.For multi-day tours or special packages, different cancellation terms may apply. Please refer to the specific terms provided at the time of booking for these specialized tours.

Liability & Limitations

• 1.Ourika Travels acts as an intermediary platform connecting customers with certified local guides. While we ensure all guides are licensed and certified, the actual tour services are provided by independent guides who are responsible for the delivery of services.
• 2.We provide basic accident insurance coverage for the duration of the tour. However, customers are strongly advised to purchase comprehensive travel insurance covering their entire stay in Morocco, including medical expenses, trip cancellation, and personal belongings.
• 3.Ourika Travels is not liable for any injuries, losses, or damages that occur during tours except to the extent directly caused by our negligence or breach of these Terms. This includes but is not limited to accidents during hiking, falls, altitude-related issues, or interactions with wildlife.
• 4.Participants assume responsibility for ensuring they are physically fit and capable of participating in the chosen tour. Customers must inform us of any medical conditions, allergies, or physical limitations when booking.
• 5.We are not responsible for loss or damage to personal belongings, equipment, or valuables during tours. Participants are advised to leave valuable items securely at their accommodation and carry only essentials.
• 6.Force majeure events including but not limited to natural disasters, war, terrorism, pandemics, government restrictions, or other circumstances beyond our reasonable control may result in tour cancellations or modifications without liability to Ourika Travels.
• 7.Our maximum liability, where applicable, is limited to the amount paid for the specific tour or service in question.

Dispute Resolution

• 1.These Terms are governed by the laws of the Kingdom of Morocco. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of Marrakech, Morocco.
• 2.We encourage customers to contact us directly first to resolve any issues or concerns. Most matters can be resolved amicably through our customer support team.
• 3.In the event of a dispute, parties agree to first attempt to resolve the matter through good faith negotiation. If negotiation fails, mediation may be pursued before formal legal proceedings.
• 4.If you have a complaint about a tour or service, please contact us within 14 days of the tour completion date. Complaints received after this period may be more difficult to investigate and resolve.
• 5.We are committed to providing quality services and resolving customer concerns fairly and promptly. Our customer support team is available to assist with any questions or issues you may have.