General terms and conditions
Reservations:
You can reserve a trip via our e-mail address info@reisbureaumarrakech.nl
It is also possible to contact us by phone. You can find the telephone numbers on our website. We will draw up a travel program in consultation with you based on your wishes and the arrival and departure dates you have specified.
Travel price:
The stated travel prices are per person and only include the services and facilities as described in the tour operator’s arrangements.
The travel prices are based on the prices, exchange rates, fuel prices, levies and taxes as known to the tour operator at the time of publication. The tour operator reserves the right to increase the travel price in the event of significant price increases. The traveller will be informed of this in writing as soon as possible. The traveller has the right to cancel free of charge within 2 weeks in the event of a price increase of more than 10%.
Payment:
Guarantee arranged | STO Garant
In order to comply with the legally required guarantee, reisbureaumarrakech uses STO Garant, a guarantee scheme recognised by the Netherlands Authority for Consumers and Markets (ACM). You can check this via the STO Garant participants page ( www.sto-garant.nl/deelnemers ). All information about STO Garant can be found at www.sto-garant.nl .
For each (travel) offer from reisbureaumarrakech on this website, you can read whether the STO Garant guarantee applies. In the guarantee scheme, you can read what the guarantee entails and which conditions apply. You can find this guarantee scheme on the STO Garant website ( www.sto-garant.nl/downloads ).
How it works
If the STO Garant guarantee applies to your booking, you will not pay the travel sum to reisbureaumarrakech, but to the escrow account of Stichting Derdengelden Certo Escrow, a payment service provider registered with De Nederlandsche Bank (DNB) and the Netherlands Authority for the Financial Markets (AFM). This escrow foundation guarantees your travel sum until after your booking has ended. The day after the end of the booking, the travel sum will be released to reisbureaumarrakech. If reisbureaumarrakech becomes financially insolvent before the end of your booking, STO Garant will implement the guarantee. The guarantee scheme explains how to claim this in that case.
Changes to prices on the website:
Travel agency Marrakech reserves the right to pass on any changes to the transport companies, taxes and levies due and exchange rates. New prices will be announced on the website as soon as possible.
Change of travel program:
After the travel agreement has been concluded and the travel program has to be adjusted due to unforeseen circumstances, we will come to a new travel program in consultation with you. The travel price will be adjusted accordingly.
If the nature of the trip has changed so much due to this change and you wish to cancel the proposed new program, you have the right to cancel the trip free of charge.
If you wish to make a change to the travel program after the travel agreement has been concluded, this can be done free of charge. The travel price will then be adjusted to the changed program.
Last minute:
If you book two weeks before departure, we will charge 25.00 euros last minute costs. The request will then be processed urgently.
Cancellation:
We apply the following cancellation conditions.
If you have cancellation insurance and a valid reason to cancel the trip, you will be reimbursed for the costs incurred by your insurance.
In the event of cancellation, each traveler owes the following amounts to travel agency Marrakech.
•Up to 56 days before departure: 20% of the travel sum with a minimum of Euro 100.00 pp;
•From 56 to 28 days before departure: 50% of the travel sum;
•In the event of cancellation from the 28th day (inclusive) to the 10th day before departure: 75% of the travel sum;
•In the event of cancellation from the 10th day (inclusive) to the day of departure or later: the full travel sum
Travel price:
You must notify us of the cancellation as soon as possible by email. The cancellation date is the day on which you sent the email to info@02wqz.hosts.cx.
In cases where traveling during the stay may cause serious difficulties or danger to the traveler as a result of natural or man-made circumstances (such as floods, earthquakes, nuclear contamination, or (threat of) violent conflicts), the cancellation costs mentioned above will be reduced to the amount of the deposit.
Cancellation by travel agency Marrakech:
Travel agency Marrakech has the right to change a travel route, or to cancel (part of) the trip, if there is a valid reason for this. In that case we will consult with you to find a suitable alternative, or proceed to a direct refund of the amount paid by you.
If a group trip does not reach the required minimum number of participants, the trip will be cancelled at least six weeks before departure. Any travel money already paid will then be refunded to the traveller immediately.
In the event of the above, Travel Agency Marrakech is not liable for costs already incurred by the traveller, such as flight costs, insurance premiums, etc. Nor is Travel Agency Marrakech liable for costs with any causal connection.
Liability:
The tour operator is liable for the proper execution of the trip in accordance with the travel agreement. When assessing this, account must also be taken of the local (weather) conditions, customs, habits and restrictions that the destination and the nature of the trip may entail.
The tour operator is not liable for damage resulting from:
– Shortcomings in the execution of the travel agreement due to circumstances attributable to the traveller, including damage resulting from the health condition of the traveller.
– Actions by third parties such as accommodation and/or transport companies.
– Circumstances that are not attributable to the tour operator.
– Force majeure situations such as: natural disasters, wars, political unrest, strikes, changes to transport schedules.
– Theft, loss, damage to property.
– Illness of the traveller
The tour operator accepts no liability for damage for which travel and/or cancellation insurance provides cover.
If the travel organisation can be held liable for loss of enjoyment of the trip, or for damage suffered by the traveller in the exercise of his profession or business, the compensation will never exceed a maximum of one times the travel sum minus the costs incurred.
Traveler’s obligations:
The traveler is obliged to follow all instructions from the tour operator to promote a good trip. The traveler is liable for damage caused by failure to comply with this obligation.
Insurance:
It is advisable to take out travel insurance. This is to enable the tour operator to provide all necessary and mandatory assistance to the traveler in need. In addition, it is wise to also take out cancellation insurance and to inquire with your health insurance about the conditions for foreign travel.
Travel documents and information:
The traveller must be in possession of all required,
valid documents upon departure.
The tour operator is not liable if the traveller cannot participate in the trip, or parts thereof, due to shortcomings in his travel documents.
The tour operator is not liable for loss, damage or loss of luggage, travel documents and travel documents.
The traveller must read the information about the trip in the travel documents and be aware of the programme and route.
Travel guarantee and financial security (STO travel guarantee):
The following applies to all package travel providers with regard to travel guarantees:
The guarantee prevents consumers from losing the travel sum that they have paid in advance in the event of financial inability or bankruptcy of the travel provider. The travel guarantee also guarantees travellers who are already on their journey that they will be repatriated or can continue their journey.
*A package holiday is a journey that is offered by a tour operator (in this case, travel agency Marrakech). We speak of a package holiday if it meets two conditions:
(1) The journey consists of at least two services: for example, transport and a hotel.
(2) The journey lasts at least 24 hours or includes at least one overnight stay.
Does the tour operator combine separate elements and does the tour operator sell them as a whole? That is also a package holiday. For example, a flight and overnight stays in a hotel. A separately booked flight ticket is not a package holiday. Nor is a car holiday with only accommodation.
How does the travel guarantee work:
In order to comply with the legally required guarantee for a package holiday, travel agency Marrakech uses the STO travel guarantee. In the event of bankruptcy of the travel organisation, the Take Over Foundation (hereinafter referred to as STO) will ensure that you get your money back, can continue your trip or travel home.
In order to achieve this, STO uses a third-party funds scheme.
As a traveller, you do not pay the travel sum to travel agency Marrakech, but you pay it to Stichting Derdengelden Certo Escrow (hereinafter referred to as SDCE). Certo Escrow, a payment service provider exempted by the Dutch Central Bank, manages this foundation.
If travel agency Marrakech does not go into suspension of payments or goes bankrupt before the end of your trip, your paid travel sum will be transferred to travel agency Marrakech one day after the end of the trip.
If travel agency Marrakech goes into suspension of payments or goes bankrupt before the end of your trip, your travel money that you paid to SDCE will be released to STO. This way, creditors cannot access your money.
If you are not yet on your journey, you will receive the paid travel sum back. If you are already on your way, STO will ensure that you either receive the rightful part of the travel sum back, that you can complete the journey or that you can return home.
Booking and the procedure:
After you have received a booking confirmation and invoice from travel agency Marrakech, you will receive an invitation from SDCE by e-mail with a user name and password. You will be asked to log in to the secure section of the SDCE website. After confirmation of the invitation, you can proceed to payment immediately.
Depending on the time of booking, you will receive a request for payment of the deposit and later for payment of the remainder of the travel sum or for payment of the entire travel sum in one go if you book shortly before departure.
For all bookings, the entire travel sum must be paid to SDCE before departure. If this has not been complied with, travel agency Marrakech reserves the right to cancel the booked trip, whereby the cancellation conditions will apply.
If you are logged in to SDCE: check the details carefully and in particular the date of the end of your stay with us is important.
If you have any questions, we would be happy to hear from you. You can also consult the following websites:
• sto-reisgarantie.nl
• certo-escrow.com
Tips
Entrance fees are not included, usually only a few euros. A small tip for all kinds of services is customary. However, do not let yourself be dragged along, especially not in the really touristic areas. Also in restaurants, bars, and for all kinds of services you quickly need some dirham. If you know how low the salaries are and how whole families are supported by the tips, then you understand that it is best to deal with this easily. After all, it is not too bad on your holiday budget. Friendliness is almost always sincere, but without tips you cannot live.
Complaints:
– Any complaints about the execution of the trip must be made clearly known to the representative of travel agency Marrakech at the destination and/or at the place where the complaint arose.
– If a complaint has not been resolved satisfactorily, the traveler can make the complaint known to travel agency Marrakech in writing and with reasons no later than 2 weeks after returning home. A written response will be given no later than one month after receipt.
– If the traveller believes that the complaint has not been handled satisfactorily and the parties cannot reasonably reach a proper solution together, the traveller may, if desired, turn to the competent court up to three months after the end of the trip.