The instructions of your travel bookings are set out in these Terms and Conditions. You and your traveling companions are deemed to have read, understood and accepted the following policies (collectively called "the Terms and Conditions"). Mrani Travel & Tours shall be referred to as "the Company" in the terms and conditions below.
A reservation is made upon the payment of a deposit amount as specified below. This deposit forms part of the final payment. Balance payment is to be paid in full to the Company fourteen (14) days before departure. Failure to comply with this may result in automatic cancellation of reservation and forfeiture of deposit.
Payment of deposit does not constitute confirmation of the tour, travel arrangement or air ticket. All groups are subject to a minimum group size in order to depart (as determined by the Company), in order for the confirmation to be effected and for the departure to be finalized.
|Tour Type||Deposit required per person|
|Group Tour Packages||50% - 80% of total tour fare|
|Free & Easy Packages (FIT- Free Independent Traveler)||50% - 80% of total tour fare|
|Tours on Chartered Flights||Amount as per Terms and Conditions stipulated by principal suppliers or upon booking and full payment 1 month before departure date. If departure is less than 1 month, full payment is required upon booking|
|Tours organized by 3rd parties (e.g. luxury cruise, overseas land operators, airlines etc )|
Group tours with special and or promotional airfares require an amount per terms and conditions stipulated by the principal suppliers.
Cruise package, rail pass, air ticket and theme park ticket requires full payment upon booking.
In the event of an increment of airfare, taxes and fuel surcharge imposed by the airlines and relevant authorities, the Company reserves the right to request for a top-up on the initial deposit for immediate issuance of air tickets, to avoid incurring any additional surcharges.
The Company reserves the right to recover any outstanding arrears via other avenues, not excluding Collection Agencies or legal avenues, in the event that full payment is not received. You may contact our representatives during office hours pertaining to outstanding areas
All minors below 21 years old traveling without an accompanying adult must inform the Company upon booking. An adult undertaking may be required.
Tour prices are accurate at time of quote and are subject to change without prior notice.
Payment may be made in cash or by Visa and Master credit cards. A service fee will be imposed for certain payment instruments and this will be made known to the customer upon payment.
All payments have to be made out in Moroccan Dirham (MAD), Euro (€) or USD ($)
For free and easy packages (FIT), full payment is required minimum fourteen (14) days before departure. The Company reserves the right to request for deposit top-up or full payment more than 14 days when required by the principal supplier. Or full payment is required upon confirmation of air reservations and land arrangement, before issuance of travel documents.
For group tours, full payment is required minimum fourteen (14) days before departure.
For tours on chartered flights and on 03 party tours organized, full payment must be made one month before departure.
All taxes and fuel surcharges are subject to change without prior notice and in the event of any surcharges imposed by relevant airlines and authorities, the company will collect the difference even after full payment is made before tour departure.
Reservations made by credit cards, the transacted amount will be debited from the card and secure by Attijariwafabank paypal which offers a payment service that is completely secured. The data recorded by Attijariwafabank paypal on its platform for the account of Mrani Travel & Tours constitutes the proof that all transactions are made between the Customer and Mrani Travel & Tours.
Failure to comply with the above stipulated payment policies: if full payment is not received on the 14th day or on stipulated date, the Company reserves the right to forfeit the deposit and cancel the reservation.
Failure to comply with the above stipulated payment policies: if full payment is not received on the 14th day or stipulated, the Company reserves the right to forfeit the deposit and cancel the reservation. In such an event, the cancellation fees as stated below is payable by the customer based on the length of receipt of the cancellation notice prior to departure. Please note that the cancellation fee is a percentage of the deposit or the total tour fare:
|No. of days between departure and receipt of cancellation notice|
*The above cancellation charges apply if the air ticket is not issued. If the air ticket is issued, the air ticket value will be added onto the cancellation charges. If the deposit amount is insufficient to cover the cancellation, the passenger must pay for the difference.
For free and easy packages (FIT), air ticket, hotel, land arrangement or cruise booking are subject to confirmation. Any hotel or land charges differential are to be borne by customer.
Promotional air tickets are subject to airlines terms and conditions (usually, no extension of ticket, no amendments is allowed once ticket issued, there is no value on the air ticket). Non promotional air tickets are subject to airlines terms and conditions and subject to seats availability, taxes and airfare differences (if any).
Third party land packages and cruise packages will be subject to the respective contracting parties and operators’ terms and conditions. The above exclude Mrani Travel & Tours’ amendment / cancellation charges. At times, administrative fees and /or one night hotel rate will be imposed for those travel documents not issued. However, once travel documents issued, no changes allowed and no refund.
Cancellation charges above apply only to tours operated by the Company. For tours or components supplied by third party / parties, e.g. airlines, hotels, luxury cruise, trains, overseas land operators, car rental companies, etc, the terms and conditions on cancellation of the third party / parties shall apply and a handling fee of S$50 / MAD350 to S$200 / MAD1400 by the Company for each tour or component cancelled per person.
Cancellation of confirmed bookings must be made in writing, at any time prior to the departure date so as to avoid misunderstanding.
The Company reserves the right to withdraw any customer as a member of the tour if it appears to the Company that the behavior or conduct of such person/s is deemed detrimental to or incompatible with the health, safety, interests, harmony and welfare of the other tour participants and the group as a whole. Under such circumstances, the Company shall be under no liability thereafter to any such person.
Please note that the Company is acting as an agent for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If due to some unforeseeable circumstances the arrangement cannot be finalised and the reservation has to be cancelled, the Company will endeavour to notify the customer at least 14 days in advance for tour of more than 6 days in duration before and excluding departure date. At times due to low subscription for a group tour, the Company may choose to cancel the entire tour 14 days prior to departure. The Company may, if it so chooses will recommend alternative tours either to the same destination or other tours, based on current tour fare of the same period.
In the case of a free and easy tour, accommodation and all services are strictly upon request and subject to confirmation. The Company may recommend alternatives if available. Please note that surcharges may apply on a case by case basis and the customer will be advised accordingly.
Should the customer decide not to accept the alternatives, all refund will be made accordingly by the Company and without further obligations. The Company shall also not be held liable for any contingent costs incurred by the customer arising from the cancellation. The customer shall receive the refund within 2 to 4 weeks upon the Company notifying the customer of the tour cancellation. Save as stated herein, the Company shall not be liable for any claims, losses, damages or costs sustained by the customer.
A minimum amendment fee of S$75 per customer per amendment will apply for any changes made to existing booking. For changes or re-issuance of air ticket or to flight component of the tour, a minimum administrative fee of S$50 per ticket on top of any airline charges or suppliers will be levied for any amendment, except for all special fares and promotional air tickets including tax reserved are non-negotiable, non-endorsable, non-refundable and non-reroutable. No refund will be made for any unused air ticket.
All requests must be made in writing, at any time prior to departure date and if possible prior issuance of air tickets.
Any change made to the departure date or the tour type or any change made to name of the customer will be treated as cancellation of tour. The Company will revert to the customer within 14 working days upon receiving written notice of the request for amendment.
A postponement of tour by customer for any reason is a tour cancellation. Under such circumstances, the above Payment & Cancellation Policies will apply.
The Company makes reasonable effort to avoid changes in the itinerary. However, the Company reserves the right to alter the tour itineraries, travel arrangements and / or make necessary changes to the hotel reservations due to unforeseen changes in transportations, conditions in the countries of travel or transit according to the tour itinerary or upon the occurrence of a force majeure event. Such alteration may be made as deemed appropriate by the Company with or without prior notice to the customers and without further compensation due to the unforeseen circumstances.
Extension / deviation of stay may be permitted at the end of the tour, subjected to maximum validity and restrictions of air ticket, seat confirmation and availability of hotel prior to commencement of the tour. All requests must be made before issuance of tickets. It is the customer’s responsibility to hold confirmation for the return flight. When extension / deviation of stay cannot be confirmed two weeks prior to departure, the customer is required to adhere to the original tour schedule. In the event that the original schedule has been changed by Company, all extra cost incurred to process the extension / deviation will be borne by the customer. Please note that extension / deviation of stay will be at customer’s own expense and transfers to and fro airports will not be provided. The air ticket issued is restricted to a specific airline only. It is non-endorsable, non-refundable and non-reroutable. Any alteration in routing or dates by the customer is solely at his / her own risk. The Company and its associated agents will not be held responsible for any inconvenience caused and extra expenses incurred. No refunds will be made for any unused air ticket(s), accommodation, meals, or sightseeing in part or in full.
Extension / deviation of stay is not permitted for tours operated with chartered flights.
At times, due to low subscription for a group tour, the Company may choose to cancel the entire tour 14 days prior to departure. The company may, if it so chooses to recommend alternative tours preferably to the same destination or other tours, based on current tour fare of the same period.
In case of free & easy tours, accommodation and all services are strictly on request and subject to confirmation. The Company may recommend alternatives if available; sometimes with surcharges.
All chartered flights are subject to approval by relevant government authorities. In the event that the required approval is not granted one (1) week before the scheduled departure date, alternative travel arrangement which may involve scheduled flights on other carriers may be arranged for departure on the schedule departure dates or an alternative date as determined by the Company to be appropriate.
Should the customer decide not to accept the alternatives, all refunds (exclude Visa Fee) will be paid accordingly. For cash payment, refund will be made in the form of a cheque and process within 2 to 4 weeks. For credit card payment, refund will be made through the credit card company and process between 4 – 6 weeks. During peak periods, the refund process may be longer due to the increase in transactions.
No refund will be made with respect to accommodation, meals, sightseeing tour or any other services included in the tour fare but not utilized by the customer, either in part or full, or where the customer amends, cancels or otherwise varies the arrangement after commencement of the tour.
There shall be no additional claim due to the cancellation of tour. The company shall not be liable for such cancellation, save that the Company shall make the necessary refunds of deposits or tour fares set out herein.
Certain tour inclusions may involve the Government’s facilities. In the event that these facilities are taken back temporarily by the relevant authorities, a replacement or refund will be made as determined by the Company to be appropriate.
a. Return economy class group tour air ticket
b. Where stipulated in the tour itinerary, domestic flights, train tickets, transfers (if any), meals (if any), admission fees and sight seeing.
c. Accommodation based on twin or triple sharing room. For triple sharing room, the third bed may be a 'roll-away' bed. However, certain destinations that do not offer triple sharing room, no extra bed is provided and will be based on existing bedding. For single passengers, a single supplement charge applies. All specific in the tour brochure, itinerary or booking form.
a. All taxes (airport / airport security / fuel / nordic environment / port) and surcharges (airline insurance) imposed by relevant authorities and airlines.
b. Visa application fees, customs user fees and service fees as specified by the airline and airport authorities.
c. Excess baggage charges, room services, beverages, laundry charges, travel insurance, personal expenses.
d. Gratuities to driver, tour guide, tour leader, local guide and tips to airport / hotel porters.
e. Flight insurance / Travel insurance.
f. Tour prices are based on current airfares, services prices, government taxes and exchange rates, applicable at the time of printing and quotation and are subject to change with or without price notice. All taxes, flight security levies and fuel surcharges are subject to change without prior notice and any increase / decrease in taxes should be borne by the customer even after full payment has been made.
Accommodation is as specified in the tour brochure / itinerary / booking form. Accommodation for adults is based on twin-share, double or triple-share bedrooms at the nominated or similar standard hotels. For stays at farms and ski resorts, sharing of bathroom facilities may be necessary. When booking triple-share rooms, please note that the third bed will be a "roll-away" bed. Certain destinations do not offer triple sharing room and no extra bed is provided and will be based on existing bedding. For Single room occupancy supplement may be incurred and room supplement amount as indicated in the tour booking form is required.
Meals, including meals on board flights, are as indicated in the tour brochure / itinerary / booking form. If meals on board are not served due to whatever reasons or not consume, there shall be no refund or replacement.
Child fare is applicable to children below the age of twelve (12) on the scheduled date of departure. It is calculated based on the child sharing a room with two or three adults or in the same room with no extra bed. A surcharge will apply in the event where an extra bed is required or when the child is sharing one room with only one adult. Please arrange with the Company who will advise on the surcharges if any.
In some countries, due to fire regulation, it is compulsory for each person to have their own bed. Booking with four persons in a room will not be allowed unless the hotel has quad sharing rooms available.
Any special requests such as special meals (based on local arrangement), dietary requirements, seating arrangement and adjoining rooms etc shall be communicated to the Company upon booking. Please note, however, that such requests are subject to availability and confirmation by the respective airlines and hotels.
It is the customer’s sole responsibility to ensure that his/her international passport has a validity of at least six (6) months beyond the conclusion of the tour as well as the necessary visas and have at least four (4) blank pages side by side, relevant visas and vaccinations, health certificates and all necessary travel documents (e.g. exit permit, work permit, social visitor pass, re-entry visa etc) as required by the various government authorities of the countries to be visited and air ticket to the onward destination.
For foreign passport holders, it is the passenger's responsibility to hold valid re-entry Visas.
Different embassies/consulates require varying lengths of time to process visa applications. The Company renders assistance in visa application wherever possible. The Company cannot, however, guarantee the approval of such visa application. This service is subject to (auxiliary) charges.
Please check with Mrani Travel & Tours at least one month before the intended trip to ensure that the visa requirement is fulfilled. Visa fees, service and administration charges apply and will be borne by the customer.
If, for any reason, application for visa or exit permit is rejected, full refund of all monies paid (excluding visa application fees paid to the respective embassies and an administrative fee imposed by the Company) will be made if the result is made known to the Company at least 45 days prior to departure. If less than 45 days’ notice is given, the relevant cancellation fee as stated in the terms & conditions, if any, will apply.
The Company will not be responsible for any expenses, reimbursement or refund of the tour fare if the passenger is deported or refused entry by immigration authorities on the tour for whatever reasons, including improper travel documents, quarantine, custom regulations, and possession of unlawful items or irregularities that may cause harm/damage to person or property.
Purchase for travel insurance is strongly recommended upon the booking of any travel arrangement for coverage of unforeseen circumstances such as trip cancellation, loss of baggage, loss of personal belongings, personal accident, injury and medical attention etc. Under no circumstances is the Company be construed as a carrier under a contract of carriage of any customer or his/her baggage and belongings. The Company shall not be liable for any loss or damage in relation to the above mentioned.
Baggage allowance varies from 20-30kg and is limited to one piece of check-in bag per person. Also one hand-held baggage and or subject to individual carrier’s baggage allowance and policies. Excess baggage charge must be paid by the passenger upon check in.
For the convenience of all members of a tour group, passengers may be requested to rotate seating arrangement on the coach or other mode of transportation for the duration of the tour. Please corporate when requested to do so by the tour leader / guide.
The Company and its associates act only as agent for the airlines, hotels, transportation companies and other principals of the tour packages and is not liable for changes made by suppliers but will render assistance where possible. All tickets, coupons and orders are furnished and issued, subject in every respect to those terms and conditions under which the means of transportation or other services provided thereby are offered or supplied by owners, operators, managing agents or agents of public carriers.
The company accepts no responsibility for any injuries, damages, accidents, losses, delays, theft, quarantine, custom regulations, strikes, weather hazards, political unrest, changes in itineraries, deportation or refusal of entry by the immigration authorities or any irregularities that may be caused to the person or property where such occur as a result of circumstances beyond its control (including but not limited to the below circumstances).
a. Mechanical breakdown, government actions, acts of God, strikes, compulsory quarantine, or other circumstances beyond its control.
b. Failure of the customer to obtain required documentation e.g. health certificates, visas, passports etc.
c. Failure of the customer to follow reasonable instructions including but not limited to meeting time, venue, check-in and check-out places and times. The Company reserves the right to withdraw any itinerary or any booking made, or decline or refuse the customer as a member of the tour, if it appears to the Company that the customer is likely to endanger the health or safety, or impair the comfort and enjoyment of others on the tour. In any of the foregoing events, the Company's sole liability shall be limited to refund on tour fare paid. The Company reserves the right to take photographs and films of the customer while on tour with the Company to be used for brochures advertising or publicity materials. The customer will be informed of use of such materials in publications and other forms of advertising.
d. All purchases made at designated shopping outlets during the tour.
Any loses and / or expenses incurred are to be borne by the customer. All proper documentation is the sole responsibility of the customer. Customers must safeguard their own belongings at all times and not leave any valuables on tour coaches and hotels etc.
No tour guides, tour leaders, drivers, other employees or agents of the Company are authorized to commit the Company to any liability whatsoever and the Company shall not be bound by any statement or representation unless it is in writing and signed by the Chief Executive Officer of the Company.
The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, its policy is to list clearly all prices including taxes in sales invoices and communications materials. The Company will also clearly indicate any additional charges for extra services that may be incurred by the customer.
The Company accords discounts and other forms of promotional pricing (if any), its policy is to also display all service charges including such discounts or promotions.
The Terms and Conditions complement those terms and conditions contained in the relevant documents provided by third party service providers such as airline or cruise tickets, hotel check-ins etc.
Should there be an event of any discrepancies in pricing, our agency will be taken as the final rate. All information and prices shown are accurate at time of print.
The Company provides delivery of documents to the Customer upon request. Delivery charges can be found in the sales kit and these shall be communicated to the customer.
The Company shall issue a detailed receipt for each and every payment made.
These terms and conditions shall not be amended or waived except by written agreement between you and the Company.
Any claim shall be made known to the Company in writing to: firstname.lastname@example.org within fourteen (14) days after the Company ‘s services have been rendered. In the event, where customers require assistance from the Company to make a claim against 3rd party / parties, a service fee will be imposed. No responsibility is accepted in respect of any claim not so made.
The Company welcomes feedback from our customer anytime. Should the customer have any issue of concern, please contact the Company immediately. Its feedback channels include:
Face-to-face feedback :
Telephone communication at +212 5 35 60 46 30 Mondays to Fridays: 9am to 6pm; Saturdays: 9am to 1pm
Written feedback via email to email@example.com or mail to 999 Lot Addarissa 2 Route Chkef, App 11 IMM D11 Fez, Morocco.
Any feedback with regard to the tour must be submitted in writing within 14 days of return from the tour, failing which the Company shall accept no responsibility.
We are committed to services of quality and will provide timely information concerning changes in any itineraries, tour components should they differ from our tour brochures and/or tour shelves.
The Company will investigate and act to resolve areas of concerns. We have procedures to deal with any grievances and complaints and undertake to resolve them. The interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, the time taken to resolve a complaint is within 21 working days to maximum period of 3 months. If it is unable to resolve the complaint amicably, it will refer to CASE or NATAS mediation channel with mutual consent of the customer.
Customers' particulars are solely for the purposes of completing sales transaction and will not be disclosed to 3rd party / parties.
The Company will safeguard, according to strict standards of security and confidentiality, any information on the customer. The Company will limit collection and use of the customer's personal particulars / information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services.
Every effort shall be made to ensure that the integrity of the customer's personal particulars and confidential information entrusted to the Company are not compromised unless required by law. The Company also undertakes not to divulge the customer's personal information to any unauthorized third party without prior written consent.
The Company reserves the right to change, amend, insert or delete any of the Terms and Conditions, or policies contained in this document, as the case may be, without prior notice.