Refund and Returns Policy

How to cancel your booking

Please tell us as early as possible. The sooner we know, the more we can save on hotels, camps and drivers, and the more we can return to you.

• Send your cancellation in writing by email to contact@navigatemorocco.com or by WhatsApp to +212 609 490 681.
• Include the lead traveler’s full name, the tour name and your travel dates.
• We reply in writing to confirm the cancellation and the amount you will receive.

The cancellation date is the date we receive your written message, counted against the first day of your tour in Morocco time. A phone call alone does not count as a cancellation, so please always follow up in writing.

Refund amounts when you cancel

More than 15 days before the tour starts: you receive a full refund of the amount paid, minus processing fees.

7 to 14 days before the tour starts: you choose between a 50% refund of the amount paid or a credit for a future trip with us. We agree the details of the credit with you in writing.

Less than 7 days before the tour starts: no refund is due, because most services are already booked and paid to our partners. Depending on what we can recover, we may offer a partial credit for a future trip.

No show: if you do not join the tour on the day and have not cancelled in writing, no refund is due.

Changing your dates or itinerary

We would always rather adjust your trip than see you cancel it. Changes to your dates, route or hotels are free of charge when you ask more than 7 days before the tour starts, subject to availability.

Changes requested less than 7 days before the start are still possible in many cases. Any costs charged by hotels, camps or other partners under their own cancellation rules are passed on at cost, and we tell you the amount before we make the change.

Because our tours are private, the price depends on the number of travelers. If your group gets smaller or larger, we send you an updated quote.

If we have to cancel your tour

In rare cases we may have to cancel a tour because of events outside our control, such as a natural disaster, extreme weather, a safety risk or political unrest. If this happens, you choose between:

• a full refund of everything you paid us, or
• an alternative tour or new dates, based on your preference.

We contact you as soon as we know, so you have time to adjust your plans.

Changes during the tour

Morocco’s mountains and desert can surprise us. Snow can close the Tizi n’Tichka pass for a few hours, heavy rain can flood a gorge road and strong wind can affect activities in the dunes. In these cases your driver and guide may change the order of visits or the route to keep you safe and keep the trip on track.

These are minor changes and not a cancellation of the tour. Where a visit has to be dropped, we replace it with a similar experience whenever we can. Any major change is explained to you in advance.

Unused services and leaving early

Hotels, desert camps, guides and activities are reserved and paid in advance for your dates. Services you choose not to use during the tour, such as a skipped visit, a missed meal or a night you do not stay, are not refundable. The same applies if you decide to end the tour early.

If something is wrong, please tell us at once, and we will do our best to put it right on the spot (see section 10).

Non refundable items

Once confirmed, the following are non refundable, whatever the date of cancellation:

• Domestic flight tickets.
• Hotel rooms booked under non refundable rates, which we always point out before you confirm.
• Last minute bookings made within 48 hours of the tour start.
• Customized packages that include prepaid services, such as special events or exclusive bookings.

How and when refunds are paid

We issue approved refunds within 5 to 10 business days of confirming your cancellation. The money goes back to the original payment method, such as a bank account, PayPal or mobile transfer.

After we send it, the time it takes to reach you depends on your bank or payment provider. Refunds are made in the currency you paid in, so the final amount can vary slightly because of exchange rates and bank charges outside our control.

Travel insurance

We strongly recommend comprehensive travel insurance from the moment you book. A good policy can cover cancellation for illness, flight problems and other personal reasons that fall outside this refund policy, as well as medical costs and lost luggage during your trip.

Problems during your tour

If anything is not as expected, from a room to a vehicle to a meal, please tell your guide or contact us straight away. Most issues can be solved the same day when we know about them in time. If something cannot be fixed during the trip, write to us within 14 days of the end of your tour and we will review it fairly.