Cancellation & Refund Policy
Each experience has a cancellation policy. The policy shown when you book is saved with your booking. All deadlines are measured from the booked start time using Morocco’s Africa/Casablanca time zone.
Refund amounts
A full refund means 100% of the amount paid to Morocco Services. A partial refund means 50% of that amount, rounded to the currency’s smallest unit. No separate traveller booking fee is deducted by the platform. Your bank’s own charges or exchange-rate adjustments are outside the platform’s control.
Flexible
Cancel at least 24 hours before the booked start time for a 100% refund. Cancel less than 24 hours before the start, but before the experience begins, for a 50% refund.
Moderate
Cancel at least 120 hours (5 days) before the booked start time for a 100% refund. Cancel less than 120 hours before the start, but before the experience begins, for a 50% refund.
Limited
Cancel at least 336 hours (14 days) before the start for a 100% refund. Cancel from 168 hours (7 days) up to, but excluding, 336 hours before the start for a 50% refund. Standard cancellation is unavailable less than 168 hours before the start.
Firm
Cancel at least 720 hours (30 days) before the start for a 100% refund. Cancel from 168 hours (7 days) up to, but excluding, 720 hours before the start for a 50% refund. Standard cancellation is unavailable less than 168 hours before the start.
How to cancel
Open your account’s bookings, select the booking and use the cancellation action. The platform checks the deadline and records an eligible refund request. An unpaid booking can be withdrawn before its start and has no paid amount to refund. Standard self-service cancellation closes when the experience begins. If an action is unavailable, use support with your booking reference rather than making a second booking.
Refund review and timing
Submitting a cancellation records a request; it does not itself send money back to your card. The team reviews the request and issues an approved refund through the payment provider. Ask support for the processing estimate for your request and track its status in your account. After a card refund is issued through Stripe, it typically appears within 5–10 business days, depending on your bank; pending or failed refunds may take longer. Refunds are returned to the original payment method, and an early refund can appear as a reversal of the original charge.
Host cancellation and service problems
If the host declines or cannot deliver a paid booking, or the platform closes a booking because capacity was unavailable after payment, the full paid amount is eligible for refund. Contact support promptly for non-delivery, a material listing discrepancy or a safety problem. Include the booking reference and relevant evidence. Do not assume that a review, complaint or cancellation button means the refund has already been issued.
Late arrival, no-shows and legal rights
Contact the host if you will be late. A late arrival or no-show does not automatically create a refund entitlement under the standard policy. Exceptional circumstances are reviewed individually. Nothing in this policy overrides mandatory consumer rights, a refund legally due for non-performance, or another entitlement that cannot lawfully be excluded.