General Terms and Conditions

1. Who you are booking with

Complete Morocco is operated by Pro Morocco Tours SARL, a registered Moroccan tour operator and tourist transport company based near Merzouga, Morocco. Our team arranges private tours, desert trips, transfers and tailor-made itineraries.

Contracting company

Pro Morocco Tours SARL

Trade register

20253, Errachidia

ICE

003873732000068

Booking email

info@completemorocco.com

Telephone & WhatsApp

+212 6 81081602

In these terms, “we”, “us” and “our” mean Pro Morocco Tours SARL trading as Complete Morocco. “You” means the person making the booking and the travelers included in it.

2. Your booking and contract

Before paying, review your written quote, itinerary, accommodation arrangements, inclusions, exclusions, payment schedule and cancellation terms. Ask us to resolve any difference between these documents before you confirm.

A booking is confirmed when we issue written confirmation after you accept the arrangements and we receive the agreed deposit or full payment. An enquiry, provisional itinerary or payment request alone does not confirm availability. If we receive payment but cannot confirm the requested arrangements, you may accept an alternative or receive the payment back.

The lead traveler must be at least 18 and authorized to make arrangements for the party. They must share the booking documents with the other travelers and provide accurate names, ages where relevant, room requirements and contact details. A lead traveler cannot waive another traveler’s legal rights.

Your contract consists of these terms, the cancellation policy supplied before booking, and your accepted quote and itinerary. Booking-specific arrangements apply only when clearly disclosed and agreed. They cannot remove mandatory consumer rights. We will not apply later website changes retrospectively to your confirmed booking without your agreement.

3. Prices, deposits and balance payments

Website prices are indicative unless expressly stated otherwise. A “from” price may apply to a larger private group, a particular accommodation category or specific travel dates. Your written quote states the price for your own party, the currency, room arrangements, included taxes and any additional charges known before booking.

The deposit amount, balance due date and accepted payment methods are stated in your quote or invoice. PayPal, Wise or bank transfer may be available as confirmed for your booking. Cash payments, where agreed, must follow the currency and timing in your confirmation. Please do not send payment to personal details or a changed account without verifying them with our team.

Any payment-processing charge payable to us must be disclosed before payment. Your bank or payment provider may apply its own transfer or currency-conversion charges. If we agree to accept a different currency, we will confirm the conversion basis before you pay.

Once confirmed, the agreed price will not be increased merely because our operating costs change. A change you request, such as different dates, fewer travelers, additional nights or upgraded accommodation, may require a revised quote. We will explain and obtain your agreement to any adjustment before making it.

If a payment is overdue, we will contact you and explain any deadline and consequences before canceling arrangements for non-payment. Any cancellation charge must follow terms disclosed before booking and applicable law.

4. Included services and optional extras

Your accepted itinerary and quote specify the services you purchase. Check the number of nights, meals, transfers, guided visits, activities and entrance fees. An experience mentioned in a destination guide, photograph or suggested extension is not included unless your booking documents say it is.

International flights, visas, travel insurance, lunches, beverages, entrance fees, tips and optional activities are included only where expressly listed. Tips are voluntary. Optional quad biking, dune buggies, balloon flights, spa treatments and similar activities require a separate price and availability confirmation.

If a service is supplied by an independent operator, we will identify the provider and any relevant conditions before you commit to it. Additional supplier terms cannot remove your rights against us for services that form part of our contract.

5. Private tours and shared departures

For a private tour, the vehicle and driver-guide are reserved for your booking. A private tour does not mean exclusive use of every hotel, desert camp, restaurant, monument or activity venue. Exclusive property or camp hire is included only when agreed in writing.

If you book a shared departure, your confirmation must identify it as shared and explain the meeting point, departure time, group arrangements, any minimum number of travelers and the date by which operation will be confirmed. Do not assume a shared departure is guaranteed until we confirm it.

If we cannot operate a shared departure because the stated minimum is not reached, we will offer available alternatives or a refund for the unprovided departure. A private upgrade or a change of date requires your agreement; an additional charge will not be imposed without it.

6. Cancellations and refunds

To cancel, email info@completemorocco.com with your booking reference, lead traveler’s name and start date. The date we receive your email is the cancellation date. Phone calls, WhatsApp, social media and verbal requests are not formal cancellation notices under our published policy. If you do not receive an acknowledgement, contact us to check receipt and retain your sent email.

Inside the relevant window, the deposit is non-refundable under the published private-tour policy, subject to any mandatory legal rights. Please review our cancellation policy before paying.

These deadlines concern the deposit; they do not automatically make a balance payment non-refundable. Any additional cancellation charge or supplier condition must have been clearly disclosed and agreed before booking and must be lawful. We will provide an itemized explanation of any deduction and refund any amount due. Different terms for a shared departure or separately booked service must be supplied before you pay.

Refunds are returned to the original payment method whenever reasonably possible. We will explain the amount, processing arrangements and expected timing when confirming a refund. Your payment provider’s processing and currency-conversion arrangements may affect when it appears in your account.

No-show, late arrival or leaving a tour early does not automatically entitle you to a full refund. We will assess the circumstances, services already supplied and agreed cancellation terms. This does not restrict remedies where we fail to deliver the contracted service or where the law gives you a right to cancel or recover payment.

7. Changes you request

Contact us in writing if you want to change dates, travelers, accommodation, pickup arrangements or the itinerary. We will check availability and explain any price difference or supplier charge before you decide. A request is not confirmed until we accept it in writing.

If a traveler leaves your party, shared vehicle and room costs may change the remaining travelers’ per-person rate. We will explain the revised total rather than treating a published larger-group rate as a guaranteed smaller-group rate. Any right to transfer a booking under applicable law remains unaffected.

8. Changes or cancellation by Complete Morocco

We plan to deliver the agreed itinerary. Minor changes to the order of visits, rest stops or departure timing may be needed for road conditions, opening hours or local operations. We will tell you about changes as soon as reasonably possible.

If a significant part of your confirmed trip must change before departure, we will explain the impact and available options. These may include a comparable alternative, a price adjustment, or cancellation with the refund required by your contract and applicable law. You will not be required to accept a material change or pay an upgrade charge without agreement.

If we cancel the trip before it starts, we will offer an alternative you may choose to accept or refund the payments for the canceled, unprovided services. If a problem occurs during travel, we will work to put it right and provide appropriate assistance, alternatives or refunds where required. This does not exclude any additional compensation or other remedy available by law.

9. Weather, road closures and exceptional disruption

Severe weather, flooding, snow, road closures, natural events, official restrictions and other events beyond reasonable control may affect travel. Safety takes priority over reaching a particular viewpoint, completing an off-road track or keeping an exact arrival time.

We will explain the circumstances, take reasonable steps to reduce disruption and discuss practical alternatives. An event being outside our control does not automatically make all payments non-refundable or remove our duty to assist. Refunds, alternative services and any unavoidable additional costs will be handled according to the services affected, the agreement and applicable law. Additional services or costs will be explained and agreed where practicable.

10. Accommodation, rooms and meals

Your confirmation identifies the accommodation category, properties or agreed alternatives, number of nights, room or tent arrangements and meals. Example properties shown on a tour page remain subject to availability until confirmed. A double room and a twin room have different bed arrangements; tell us which you need before booking.

All accommodations, including the desert camp, have private en-suite bathrooms, hot showers and AC/heating. Tell us about any essential accessibility, bed, room-location or facility requirement so that it can be specifically confirmed in writing. Report any facility problem promptly so we can seek a remedy.

If a confirmed property becomes unavailable, we will explain the proposed replacement and seek a comparable standard and location. Material changes require your agreement or the remedies described in section 8. Check-in and check-out times follow the property’s arrangements; early access and late departure are included only when confirmed.

Please disclose allergies and dietary requirements before booking. We will communicate agreed requirements to relevant providers and confirm what they can accommodate. We cannot assume that every kitchen is free from a particular allergen; discuss any serious allergy with us before confirming the trip.

11. Transport, pickup and driving times

Your vehicle is selected for the confirmed group size, luggage and route. A particular make or model is guaranteed only if stated in your confirmation. A driver-guide provides transport and information along the route; a specialist local city or monument guide is included only where listed.

Send accurate flight details and accommodation addresses, and tell us about changes promptly. In pedestrian medinas, pickup and drop-off may be at the nearest vehicle-accessible point to your accommodation. Your meeting time and location will be agreed before departure.

Published distances and driving times are approximate. Breaks, traffic, weather and sightseeing can affect arrival. Allow a reasonable margin around flights and trains, especially after a long driving day. Contact us promptly if your flight is delayed; any revised waiting or transfer arrangement and charge must be explained before agreement.

Tell us about large luggage, mobility equipment or child-seat requirements before booking so suitable arrangements can be confirmed. Wear available seat belts and follow the driver’s reasonable safety instructions.

12. Desert activities and sightseeing

Camel treks planned around sunset are subject to arrival time, weather, daylight and safe operating conditions. A typical trek takes about one hour each way, depending on camp location and dune conditions. Where offered, a 4×4 camp transfer can be arranged instead; confirm this before travel.

Desert exploration tracks, nomad-family visits, seasonal lake stops and wildlife sightings depend on local conditions and access. Tell us before booking if a particular experience is essential. We will explain alternatives when a planned visit cannot take place.

Follow activity providers’ age, health and safety requirements. Equipment, supervision, insurance and any separate activity conditions should be checked before you participate. A safety briefing or participation form cannot waive rights that the law does not permit to be waived.

Monuments and religious sites may restrict access or change opening times. Tickets or visits are included only where specified. Advance tickets you purchase independently remain subject to the seller’s conditions.

13. Health, mobility, children and insurance

Before booking, tell us about mobility limitations, relevant health conditions, pregnancy, dietary needs or other requirements that may affect transport, accommodation or activities. Provide information needed to arrange the trip safely; sensitive medical details should be shared privately with the relevant team member.

We will discuss suitable arrangements and confirm what can be provided. Historic medinas, steps, uneven paths and sand may present access difficulties. A request is not a guarantee until confirmed in writing. Children must be supervised by a responsible adult, and suitable transport and room arrangements must be agreed.

We strongly recommend travel insurance appropriate to your trip, including medical treatment, evacuation or repatriation, cancellation, delays, baggage and your planned activities. Check exclusions directly with your insurer. Insurance does not replace our contractual responsibilities or your statutory rights.

14. Passports, visas and personal belongings

You are responsible for checking and obtaining the passport, visa, entry and transit documents required for your nationality and route. Check current requirements with official authorities and your airline before travel. We do not guarantee entry decisions or visa approvals.

Keep valuables, medication, essential documents and fragile items with you where practicable. Tell us promptly about loss or damage so we can assist. Responsibility for property loss or damage will be assessed under the circumstances and applicable law; this clause does not exclude liability for our negligence or breach of contract.

15. Traveler conduct and safety

Please respect Moroccan law, local customs, hosts, other travelers and reasonable safety instructions. Ask before photographing people, avoid feeding wildlife and treat vehicles, rooms and equipment with care.

If conduct creates a serious safety risk, involves unlawful behavior or materially disrupts others, we may take proportionate action, including stopping an activity or ending the affected person’s participation. We will explain the reason and, where practical, give an opportunity to resolve the problem first. Any resulting charge or refund will reflect the circumstances, documented loss, the contract and applicable law, rather than an automatic blanket forfeiture.

16. Problems and complaints

Tell your driver-guide or our team promptly if a service does not match your confirmation. Giving us a reasonable opportunity to investigate and put matters right can help resolve the problem during your trip.

For a formal complaint, email info@completemorocco.com with your booking reference, travel dates, a clear description, relevant evidence and the outcome you are seeking. We will acknowledge the complaint, investigate with the relevant providers and explain our response and next steps.

Raising a concern during travel is encouraged, but failure to complain immediately does not automatically extinguish your legal rights. Nothing here prevents you from seeking advice, contacting a competent consumer authority or using an available legal remedy.

17. Our responsibility and your rights

We are responsible for performing our contractual obligations with reasonable care and skill and for meeting the duties imposed on us by applicable law. Using hotels, guides, transport partners or other suppliers does not by itself remove responsibilities we have as the organizer or contracting provider.

Responsibility for a loss depends on its cause, the contracted service and applicable law. We do not exclude or limit liability for fraud, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.

These terms do not remove mandatory cancellation, withdrawal, refund, compensation or other consumer rights that apply to your booking. The published voluntary cancellation policy operates alongside those rights.

18. Booking information and photographs

To arrange your trip, we need appropriate contact, traveler and booking information. Relevant details may need to be provided to accommodation, transport, guide or activity providers involved in delivering your arrangements. Please provide accurate information and ask us how to share sensitive details securely.

Contact info@completemorocco.com with questions about how your information is used or to make a data-rights request. These booking terms do not replace a separate privacy notice and do not constitute consent to unrelated marketing.

Booking a tour does not give us permission to use identifiable photographs or videos of you for advertising. Any promotional use requires a separate appropriate permission, including parental or guardian permission for children. Tell your guide if you do not wish to be photographed.

19. Website information and permitted use

We aim to keep tour descriptions and practical information accurate. If we discover a material error before confirmation, we will explain it and provide a corrected quote for your decision. A confirmed booking cannot be changed simply by editing a webpage.

You may save or print these terms and your itinerary for personal travel planning. Website text, photographs, branding and other materials must not be republished commercially without the relevant rights holder’s permission, except as permitted by law. External links are supplied for convenience; independently purchased services are subject to the seller’s terms.

20. Applicable law and changes to these terms

Moroccan law governs these terms, subject to any mandatory protections and jurisdiction rules that apply to you as a consumer. This clause does not prevent you from relying on protections or bringing a claim in a court available to you under applicable law.

If a provision is found unenforceable, it will not affect the remaining provisions to the extent they can operate lawfully. We may update these terms for future bookings. The version provided when your booking is confirmed continues to apply unless a lawful change is agreed with you.

Keep a copy of your confirmation, itinerary, payment receipts and the terms supplied before you pay. If anything is unclear, contact our team for an explanation before confirming.