Refund Policy

Introduction

General Refund Terms

All refunds are subject to the terms outlined in this policy. Refund requests must be submitted in writing to kookomoroccoholidays@gmail.com and include your full name, booking reference number, and reason for cancellation.

Cancellation Policy and Refund Schedule

Standard Tours

For all standard tour bookings, the following cancellation fees apply:

• More than 30 days before departure date: Full refund minus 15% administrative fee
• 15 to 30 days before departure date: 50% refund of total price
• 7 to 14 days before departure date: 25% refund of total price
• Less than 7 days before departure date: No refund (100% cancellation fee)

The 15% administrative fee covers processing costs, bank transactions, and pre-bookings made with our partners.

Customized and Private Tours

Customized or private tours may have different cancellation terms due to the specific arrangements made. These terms will be clearly communicated and confirmed in writing at the time of booking. Generally:

• More than 45 days before departure: Full refund minus 20% administrative fee
• 30 to 45 days before departure: 50% refund of total price
• 15 to 29 days before departure: 30% refund of total price
• Less than 15 days before departure: No refund

Group Tours

For group tour bookings (10 people or more), special conditions apply:

• More than 60 days before departure: Full refund minus 20% administrative fee
• 30 to 60 days before departure: 40% refund of total price
• Less than 30 days before departure: No refund

Deposits and Payments

Non-Refundable Deposits

All deposits made to secure your booking are generally non-refundable except under exceptional circumstances as described in the "Exceptional Circumstances" section below.

Partial Payments

If you have made a partial payment, refunds will be calculated based on the total booking amount, not the amount paid. The refund will be deducted from the amount you have already paid.

Full Payments

For fully paid bookings, refunds will be processed according to the cancellation schedule applicable to your tour type.

Refund Method and Timeline

Approved refunds will be processed within 14 to 21 business days from receipt of your written cancellation request. Refunds will be issued via the original payment method used for the booking. Please note:

• Credit card refunds may take an additional 5 to 10 business days to appear on your statement
• Bank transfer refunds may incur bank fees that will be deducted from the refund amount
• Cash refunds are not available for payments made online

Exceptional Circumstances

Force Majeure

In case of unforeseen circumstances beyond our control, including:
• Natural disasters (earthquakes, floods, severe storms)
• Documented medical emergencies affecting the primary traveler
• Political instability or major civil unrest in Morocco
• Government travel restrictions or border closures
• Death of an immediate family member (with death certificate)

We will review each case individually and may offer:
• A full refund minus 10% administrative fee
• A credit for a future tour valid for 12 months
• Postponement of your tour to a later date without additional fees

Required Documentation

For any refund request due to exceptional circumstances, you must provide appropriate documentation such as medical certificates, death certificates, government travel advisories, or other supporting evidence.

Booking Modifications

If you wish to modify your booking rather than cancel:

• Modifications made more than 30 days before departure: 50 EUR modification fee
• Modifications made 15 to 30 days before departure: 100 EUR modification fee
• Modifications made less than 15 days before departure: Subject to availability and may incur significant additional fees

Modifications are subject to availability and may result in price differences that must be paid.

Cancellations Initiated by Kooko Morocco Tours

Complete Cancellation

If we must cancel your tour for any reason, you will receive:
• A full refund of all payments made, WITH NO cancellation fees
• OR a credit equivalent to 110% of the amount paid for a future tour valid for 18 months

Itinerary Changes

If we must make minor changes to your itinerary due to unforeseen circumstances, no refund will be granted. However, if the changes are substantial and you are not satisfied, you may:
• Accept an alternative tour of equal or greater value
• Receive a full refund

No-Show

If you fail to appear at the tour starting point or pickup time without prior cancellation, this will be considered a "no-show" and no refund will be granted. We strongly encourage you to contact us as soon as possible if you encounter delays or problems.

Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance covering trip cancellation, medical emergencies, evacuation, and baggage loss. Our refund policy does not cover personal circumstances that would normally be covered by travel insurance.

Refund Exclusions

Refunds will NOT be granted for:
• Flight, train, or other transportation delays or cancellations not organized by us
• Lack of proper travel documents (passports, visas)
• Personal change of mind or change of plans
• Circumstances that could have been avoided with proper travel insurance
• Normal or seasonal weather conditions
• Subjective dissatisfaction with services provided without prior formal complaint

Claims Process

If you are not satisfied with your tour and wish to request a refund:

1. Immediately inform your guide or our team during the tour
2. Document the issue with photos or notes if possible
3. Submit a formal complaint in writing within 48 hours of the end of the tour
4. Provide all relevant details and supporting documentation
5. Our team will review your claim and respond within 7 business days

We strive to resolve all issues quickly and fairly.

Disputes and Resolution

In the event of a dispute regarding a refund, we encourage direct communication to resolve the issue amicably. If an agreement cannot be reached, the dispute will be subject to the jurisdiction of the courts of Marrakech, Morocco, in accordance with Moroccan law.

Contact Us

For any questions regarding our Refund Policy or to submit a cancellation or refund request, please contact us:

Kooko Morocco Tours
Address: Complexe Professionnel Habous Immeuble B 5ème Étage, Bureau 22, Avenue Allal El Fassi, Marrakech, Morocco
Email: kookomoroccoholidays@gmail.com
Phone: +212 662 070 851

Please include your booking reference number, full name, and cancellation details in your request.

By making a booking with Kooko Morocco Tours, you accept this Refund Policy.