Booking Conditions and Passport or Visa Requirements

1) Insurance

It is essential that you are covered by a good travel insurance which should be purchased when we tell you that your group holiday has recruited enough participants or at the point we tell you that  should make travel arrangements  – one which has medical cover, cancellation insurance and cover for any special activities (such as trekking, horse and camel riding and surfing) that you intend to take part in.

NB An expensive “Worldwide” policy is not normally needed –  most companies include Morocco under their European policy. Cancellation cover will protect you in case you have to cancel for an insurable reason.

To ensure that we can take speedy action in an emergency, we collect details of your policy as soon as you arrive at the airport so we ask you to carry your insurance policy when travelling.

2) Cancellation by You

If you are booking as part of a group, it is important to understand that the consequences of your cancelling will affect our ability to pay the group leader’s fee, will impact on the economics of shared vehicles, guides etc. and anybody taking your place may have to buy a flight at an inflated cost, as well as its being difficult to recruit as the departure date draws nearer.   Hence our cancellation conditions.  If you cancel, you will lose:

  • your deposit – up to 90 days before arrival
  • 80% of cost of holiday – 60-90 days before arrival
  • 100% of cost of holiday – less than 60 days before arrival

Your travel insurance should protect you from losses but if you prefer not to lose your opportunity to holiday with us or your insurance company’s excess you may be able to save some of these charges by either:

a) transferring  onto another similar holiday if you find that the dates you have booked are not convenient or

b) you may be able to find someone to take your place.
Both a) and b) will incur a small administration fee, depending on the complexity of the consequences for recruiting a replacement etc

3) Cancellation by Us 

If you have booked a place on a group holiday which cannot go ahead due to an insufficient number of bookings, we shall try to offer you a place on an alternative group holiday of a comparable standard – although flight and other costs may vary from the original price.

If an alternative is not available we will make a full refund of all monies paid.  Any post-dated cheques held by us will be destroyed in the event of our taking a decision to cancel your group holiday.

4) Exclusions

All information is correct when listed on our website. However, due to mechanical faults, weather conditions, “Acts of God” (as defined by insurers), staff sickness or other problems, some aspects of the holiday may not be as advertised, in which case we will always do our best to provide an acceptable alternative.  For example, should your group leader be unable to attend, we will try to find a suitable replacement through our network of contacts in the fields in which we specialise.

We do not accept liability for:

·         any of the above events, or others beyond our control
·         loss of or damage to your personal property
·         medical or psychiatric conditions developing during or after your holiday

Your travel insurance policy should cover these and other contingencies.

5) Passports & Visas

If you have full passports issued in the UK, Ireland, USA, Australia or New Zealand or most EU countries, you don’t need a visa. If you have a passports issued elsewhere, it is worth checking if you need a visa. Other nationalities should see information published by the Moroccan Embassy or phone them on 020 7581 5001. In order to ensure that you can enter Morocco your passport must be valid for 3 months minimum on the date of entry. UK renewals can be made through UK Passport Office (they can be issued in a day).

6) Problems

If any problems arise please mention these immediately to either our office in the UK or the staff in Morocco (or both if you feel it’s appropriate) so that we can deal with them promptly.  If the staff are unable to provide a satisfactory solution you must report immediately to us by e mail to jane@holidays-with-heart.co.uk

We hope you appreciate that we cannot give compensation for any problems which have not been reported immediately.