Clear commitments, measured flexibility
Cancellation & Refund
Effective and last updated: August 16, 2026. This Policy forms part of our Terms & Conditions. Mandatory consumer rights prevail whenever they are more favorable.
1. How to cancel
The lead traveler must send a clear written cancellation request to contact@moroccoluxury.vacations with the booking reference, traveler name and affected services. Cancellation takes effect when we receive the request. We use Casablanca time (Africa/Casablanca) and count backward from the first affected service. For a multi-service booking, cancellation of only part of the trip is measured from the first cancelled service.
A phone call or message to an individual supplier is not sufficient unless we confirm the cancellation in writing. We will acknowledge the request and provide a calculation.
2. Standard traveler cancellation fees
Unless a different supplier-specific condition was clearly disclosed before confirmation, the following standardized fee applies to the total price of the cancelled service or booking:
| Written notice received | Cancellation fee | Standard cash refund |
|---|---|---|
| 61 days or more before the service | 20% | 80% |
| 31–60 days before the service | 40% | 60% |
| 15–30 days before the service | 60% | 40% |
| 8–14 days before the service | 80% | 20% |
| 0–7 days, no-show, or after the service starts | 100% | 0% |
The fee covers planning work and expected supplier commitments and is deducted from amounts already paid. If the amount paid is less than the fee, the unpaid difference remains due to the extent permitted by law. We do not duplicate a cost already included in the percentage. A separately identified, non-refundable supplier item or payment/foreign-exchange cost may be added only if it was disclosed before confirmation or is legally permitted, actually incurred and documented.
3. Deposits, partial cancellations and repricing
A deposit is part-payment, not automatically the cancellation fee. We compare the fee above with the total booking price and apply amounts paid toward it. If some travelers or services cancel while others continue, the remaining booking may be repriced using the correct group size, room occupancy and service level. The cancellation fee applies to the cancelled portion; a genuine price increase for the continuing portion is separate and will be explained.
4. Limited flexibility for changes
- One date change 31+ days before travel: no administration fee for the first request, subject to availability. You pay any supplier charge and any increase in the new price; a lower new price does not create a cash refund unless agreed.
- Change within 30 days: a 10% amendment fee applies to the affected service, plus actual supplier costs and any price difference.
- Traveler transfer: a replacement traveler may be accepted with reasonable notice, eligibility and supplier approval. Only actual transfer costs and any unpaid balance apply.
- Documented serious emergency: you may ask for an individual review. We may offer a date change or travel credit after considering supplier recovery, insurance and the circumstances, but approval is not guaranteed and mandatory rights remain unaffected.
5. MLV Credit / travel credit option
When a credit resolution is appropriate, we may offer MLV Credit instead of, or in combination with, a direct money refund. For an early traveler cancellation received at least 31 days before the first affected service, an approved credit may reduce the standard cancellation fee by 10 percentage points: a 61+ day cancellation may receive credit equal to 90% of the cancelled price, and a 31–60 day cancellation may receive credit equal to 70%, unless different disclosed supplier terms or mandatory rights apply.
MLV Credit is recorded in the traveler’s account and can be used toward eligible future Morocco Luxury Vacations bookings. The standard validity period is 24 months (730 days) from issue, but the exact expiry date shown on the issued credit controls and may be extended or adjusted by us for an individual resolution. Credit can be used partially; any unused balance remains available until its stated expiry. New travel remains subject to availability and the prices, taxes, surcharges and supplier conditions applicable when the new booking is made.
MLV Credit is not a bank deposit or cash balance and cannot itself be exchanged for cash. A signed-in client may transfer eligible active credit to another active, email-verified Morocco Luxury Vacations client account through the Client Dashboard. Transfers require explicit confirmation, are recorded in both account ledgers, and inherit the earliest expiry date of the credit used so a transfer cannot extend validity. Completed transfers are normally final unless Morocco Luxury Vacations corrects a verified error or applicable law requires otherwise. Choosing, accepting or transferring credit never removes a non-waivable right to a cash refund. Where a direct refund is legally due, we do not force App Credit instead.
6. No-shows, late arrivals and unused services
No refund is normally due for a no-show, late arrival, voluntary early departure or an unused service after travel begins. We will still seek a fair solution if a delay outside the traveler’s reasonable control is promptly reported and a supplier can reschedule or recover the cost. Airline, rail, ferry or other transport tickets may have their own disclosed conditions.
7. Cancellation or significant change by us
If Morocco Luxury Vacations cancels a confirmed service for a reason within our control, you may choose a suitable comparable alternative, a travel credit you voluntarily accept, or a refund of all amounts paid for the cancelled service. If a significant pre-travel change materially reduces value and you do not accept the proposed alternative, we will refund the affected service. We do not force a credit where a cash refund is legally due.
8. Unavoidable and extraordinary circumstances
Severe weather, natural disaster, epidemic, conflict, government restriction, border closure, serious security event or major transport disruption may make performance unsafe or impossible. We will first assess whether a safe, comparable reschedule or alternative is reasonable.
Where mandatory law gives the traveler a right to terminate without a fee and receive a full refund because unavoidable and extraordinary circumstances significantly affect the journey or transport to the destination, that right prevails. In other cases, we refund amounts we are legally required to return and any supplier amounts recovered above the applicable fee. Travel insurance may cover additional non-refundable loss.
9. Refund resolution, method and timing
An approved resolution may be a direct money refund, MLV Credit, or a combination of the two, depending on the reason for cancellation, the amounts already paid, supplier recovery, the agreed service-recovery solution and applicable law. The resolution and its status are recorded against the relevant booking/payment where possible.
Direct money refunds are returned to the original payment method where reasonably possible. We initiate an undisputed refund within 14 calendar days after cancellation is finalized and the amount is established, unless a shorter or absolute legal deadline applies. Banks and payment providers may take additional time to display the refund. If an amount depends on supplier recovery outside the standardized schedule, we will update you and pass on the recoverable amount promptly after receipt.
Direct refunds are normally made in the original transaction currency. Exchange-rate changes and charges imposed by the traveler’s bank or card issuer are outside our control. MLV Credit is tracked separately in the client account with its issued amount, remaining balance, use history and exact expiry date. We will provide a written calculation on request.
10. Chargebacks, quality cases, insurance and disputes
Contact us before starting a chargeback so we can investigate and avoid duplicate recovery. A chargeback does not automatically cancel the booking and fraudulent or duplicate claims may be contested with booking evidence. Comprehensive travel insurance is strongly recommended. An insurer’s decision does not change rights under this Policy or applicable law.
Signed-in clients may use the Client Dashboard Refunds & Care area or the connected Support conversation to submit a complaint, refund request or dispute and follow the resolution history. Depending on the case, an approved resolution may include a direct refund, MLV Credit, a service-recovery arrangement, or another mutually agreed solution.
To question a calculation, you may also email contact@moroccoluxury.vacations with the booking reference and supporting documents. We will seek an amicable solution under the dispute section of our Terms & Conditions.