Terms & Conditions

1Booking, Confirmation and Cancellation

A standard non-refundable deposit of 20% of the total package cost is required to confirm a booking. The remaining balance must be paid no later than 90 days before arrival.

Payment schedules and deposit requirements may vary depending on the services booked, travel period, group size and supplier requirements. Certain hotels, camps, venues, transport providers and other suppliers may require a deposit higher than 20%, full advance payment or stricter non-refundable conditions, particularly during peak seasons, festive periods, special events or periods of high demand.

Any exceptional payment or cancellation conditions known at the time of quotation will be specified in the quotation or Pro Forma Invoice. As some suppliers communicate their specific conditions only when confirming availability, additional or stricter conditions may be communicated to the client after the booking request has been submitted. In such cases, the affected service will only be considered finally confirmed once the client has been informed of and accepted those conditions in writing.

Standard Cancellation Charges

Unless otherwise stated in the quotation, Pro Forma Invoice, written booking confirmation or subsequently communicated supplier confirmation, the following standard cancellation charges apply:

More than 90 days before arrival

20% of the total package cost, corresponding to the non-refundable deposit

Between 90 and 45 days before arrival

50% of the total package cost

Less than 45 days before arrival

100% of the total package cost; no refund

No-show or early departure

100% of the total package cost; no refund

Where a supplier imposes stricter payment or cancellation conditions, those conditions will apply once they have been communicated to and accepted by the client.

The confirmed itinerary, quotation, Pro Forma Invoice and any booking-specific conditions form part of these Terms. In the event of a conflict, the booking-specific conditions stated in the latest Pro Forma Invoice or written confirmation shall prevail.

Payment of a deposit or full balance constitutes the client’s acceptance of the confirmed itinerary, prices, payment schedule, cancellation conditions and these Terms & Conditions.

2Payment Methods and Charges

Credit-card payments

Credit-card payments are securely processed through an authorised payment provider. A processing fee of 3.4% of the amount paid will be added to all credit-card transactions.

The processing fee is separate from the cost of the travel services and is non-refundable, except where otherwise required by applicable law.

The cardholder must authorise and confirm the payment. Journey and Memory does not directly retain the client’s complete card details.

Wire transfers

All bank-transfer charges, including intermediary and correspondent bank charges, must be borne by the sender. Journey and Memory must receive the full invoiced amount, net of all bank charges.

The client must provide a SWIFT confirmation as proof of transfer. A booking will not be considered paid until the funds have been received and cleared in Journey and Memory’s designated bank account.

Last-minute bookings

For bookings made within 15 days of arrival, Journey and Memory reserves the right to accept only credit-card payment and to require full, non-refundable payment, subject to the conditions communicated at the time of booking.

3Prices and Inclusions

The price includes only the services expressly listed in the confirmed itinerary, quotation or Pro Forma Invoice.

Unless specifically included, prices exclude:

• International and domestic airfare;
• Travel and medical insurance;
• Visa fees and travel permits;
• Personal expenses and gratuities;
• Medical expenses; and
• Any service not expressly mentioned in the confirmed itinerary.

Quoted prices remain subject to availability and may change until the required payment has been received and written confirmation has been issued.

Once a booking has been confirmed, the agreed price will remain unchanged except where an adjustment results from:

• A change requested or approved by the client;
• A change in the number of travelers, rooming arrangements or services;
• New or increased government taxes, levies, entrance fees or mandatory charges;
• Incorrect or incomplete information supplied by the client;
• A manifest pricing or calculation error; or
• Circumstances expressly provided for in the applicable booking-specific conditions.

Any applicable adjustment will be communicated to the client as soon as reasonably possible.

4Travel Insurance and Liability

Comprehensive travel insurance is not included and is strongly recommended. The insurance policy should cover, where applicable, trip cancellation and interruption, medical treatment and evacuation, accidents, baggage loss, travel delays and force majeure events.

Journey and Memory acts as an organiser and coordinator of travel services, some of which are performed by independent suppliers, including hotels, transport providers, guides, restaurants, airlines and activity operators.

To the fullest extent permitted by applicable law, Journey and Memory shall not be liable for loss, damage, delay, injury or additional expenses arising from:

• Acts or omissions of independent suppliers outside Journey and Memory’s reasonable control;
• A traveler’s actions, negligence or failure to follow safety instructions;
• Undisclosed medical conditions or inability to participate safely in an activity;
• Lost, stolen or damaged personal belongings; or
• Force majeure or other unavoidable and extraordinary circumstances.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under applicable Moroccan law.

5Passport, Visa and Health Requirements

Travelers are responsible for ensuring that they hold a valid passport, with at least six months’ validity beyond the travel date where required.

Travelers are responsible for obtaining all necessary visas, authorisations and travel permits.

Health regulations and vaccination requirements are subject to government policies. Travelers must ensure that they meet all applicable health and entry requirements before departure.

Journey and Memory shall not be responsible for denied entry, delays, cancellations or additional costs resulting from incomplete or invalid travel documents or failure to comply with applicable entry requirements.

6Traveler Responsibilities

Travelers must respect Moroccan laws, customs and cultural norms throughout the journey.

Travelers must ensure that they are physically capable of participating in the activities included in their itinerary and must disclose any relevant medical conditions, mobility restrictions, allergies or dietary requirements before confirmation.

Travelers are financially responsible for any damage caused to accommodation, vehicles, equipment or other property through negligence, misconduct or deliberate actions.

7Force Majeure and Unforeseen Events

Journey and Memory shall not be responsible for cancellations, delays, itinerary changes, service interruptions or additional costs resulting from unavoidable and extraordinary circumstances beyond its reasonable control.

Such circumstances may include, without limitation:

• Natural disasters, earthquakes, floods, wildfires or extreme weather;
• Epidemics, pandemics or public-health restrictions;
• Political instability, war, terrorism or civil unrest;
• Government restrictions, border closures or changes in official regulations;
• Airline delays, cancellations or strikes;
• Transport disruptions;
• Supplier insolvency or bankruptcy; and
• Closure or restricted access to monuments, roads, airports or destinations.

In such circumstances, Journey and Memory will make reasonable efforts to reschedule the affected services or offer suitable alternatives.

Any refund, credit or rescheduling will depend on the amounts actually recovered from the relevant suppliers and the conditions applicable to the booking. Journey and Memory may deduct documented non-refundable supplier charges, bank charges and reasonable administrative costs, subject to applicable law.

Additional expenses resulting from force majeure events, including additional accommodation, transportation, meals or alternative travel arrangements, will be the traveler’s responsibility unless otherwise agreed in writing or covered by the traveler’s insurance.

8Changes to the Itinerary

Journey and Memory reserves the right to modify an itinerary where reasonably necessary due to weather, safety considerations, operational constraints, supplier changes or circumstances beyond its reasonable control.

Where possible, any replacement service will be of a similar standard. The client will be informed as soon as reasonably possible of any significant change.

Changes requested by the client are subject to availability and may result in additional charges or revised cancellation conditions.

9Complaints and Dispute Resolution

Any concern arising during the journey must be reported to Journey and Memory immediately, allowing us a reasonable opportunity to investigate and resolve the matter.

If a complaint cannot be resolved during the journey, it must be submitted in writing, together with supporting documents, as soon as reasonably possible after the completion of the trip.

The parties will first attempt to resolve any dispute amicably. If no amicable solution can be reached, the dispute will be governed by Moroccan law and submitted to the competent Moroccan courts, subject to any mandatory consumer-protection rules.

10Privacy and Data Protection

Journey and Memory collects and processes personal information necessary to prepare, book and operate travel arrangements, communicate with clients, process payments and comply with legal obligations.

Relevant personal information may be shared with hotels, transport providers, guides, airlines, activity operators, payment processors and other service providers where necessary to deliver the confirmed travel arrangements.

Personal information will be processed and protected in accordance with applicable Moroccan data-protection laws.

For further information about the collection, processing, storage and protection of personal information, please refer to our Privacy Policy.