Booking a tour with us means accepting what is on this page. If something does not sit right with you, tell us before you confirm and we will talk it through.
1. How payment works
On most routes we ask for nothing in advance. The booking is confirmed in writing — WhatsApp or email — once the itinerary, dates and price are agreed, and you pay at the start of the trip in cash (EUR, USD or MAD), or by transfer beforehand if you prefer.
When we do ask for a deposit. Depending on the accommodation and the season, some trips need a 50 % deposit to hold the rooms with the hotel, riad or camp. This mostly applies to higher-category accommodation, luxury camps and peak dates. Third-party services can also require payment up front: hot-air balloon flights, train or plane tickets, and timed-entry monument tickets.
When a deposit is needed we tell you before you confirm anything, with the exact amount. Deposits go by bank transfer through Remitly, and the balance is paid at the start of the trip.
2. Prices and currency
Prices are in euros (€) unless stated otherwise. The «from» figures are a guide: per person, in a private group, with the final price depending on your dates, how many of you there are and the season. Once the booking is confirmed in writing, the agreed price is fixed — no surprise increases.
3. Changing your dates
We would rather move your trip than lose it. What we can do depends on how far ahead you tell us, because the money is not sitting with us — it is committed to riads, hotels and camps on their schedules, not ours.
- More than 60 days before departure — free, subject to availability. If the new dates fall in a higher season, or we have to book a higher category of room, you pay only that difference. No fee from us.
- Between 30 and 60 days — depends on what is already locked in. Many riads, boutique hotels and luxury camps require full payment 30 to 60 days before arrival, and once we have paid them that money follows their rules rather than ours. We move everything that still can move and tell you in writing what cannot, before you decide.
- Fewer than 30 days — treated as a cancellation and a new booking under section 4.
Whatever accommodation your trip uses, we give you its exact change and cancellation rule in writing before you confirm. Changes are requested by WhatsApp or email and only take effect once we have confirmed them back to you.
4. If you cancel
This schedule applies from when we receive your notice in writing. The percentages are what we refund you of what you have paid:
- More than 31 days before departure: your deposit is refunded in full.
- Between 31 and 25 days: 20 % of what you paid is refunded.
- Fewer than 25 days, or no-show: no refund.
The reason for the 25-day line is simple: past that point we have already paid for your rooms and your camp in advance, and that money does not come back to us.
Anything paid to non-refundable third parties — flights, trains, tickets, or camps prepaid in high season — is deducted from any refund.
5. Luxury trips and accommodation with its own policy
Luxury packages are not refundable. On those routes the accommodation — boutique hotels, riads and luxury camps — is held and paid in advance, and each place applies its own cancellation terms, stricter than ours.
The same is true of any trip that includes accommodation with its own policy, even outside a luxury package: their condition governs, and we give it to you in writing before you confirm, together with the deposit amount.
6. Refunds
Approved refunds are processed, wherever possible, through the original payment method, within roughly 14 working days of approval. Bank, PayPal or payment-platform fees charged on the original payment are not refundable.
7. If we cancel
It is very rare, but if we had to cancel for reasons beyond anyone’s control — extreme weather, road closures, a safety problem — we offer alternative dates or refund everything you have paid in advance, in full. No penalty on our side.
8. Travel insurance
Travel insurance is not included. We recommend a policy covering cancellation, medical assistance and desert activities — camel riding and 4x4 routes.
9. No-show
If you are not at the agreed pickup point and we cannot reach you within the first hour, it counts as a no-show and there is no refund, the same as cancelling inside 25 days. If something goes wrong, one WhatsApp message is enough for us to find a solution — we can almost always rearrange the pickup.
10. Complaints
If something has not gone the way you expected, tell us first: almost everything can be fixed during the trip if we hear about it in time. For anything afterwards, write to [email protected] with the details and we reply within 14 days at the latest.
11. Questions
Unsure about anything before booking? Message us on WhatsApp or read the terms and conditions.