Delivery & Service Policy
All our services are delivered digitally. No physical shipping.
Nature of Services
Oumoudid Star Tour sells travel services (guided tours, transfers, excursions, and tailor-made trips in Morocco). These are intangible services: no physical product is shipped. All booking confirmations, itineraries, and vouchers are delivered by email to the address provided at checkout.
Delivery Timeline
Booking Confirmation
You receive an email confirming your reservation, the amount paid, and the reference number of your booking.
Complete Travel Documents
Our team sends your full itinerary, vouchers, meeting point details, and guide contact information by email.
Personalised Itinerary (Custom Trips)
For tailor-made trips, a detailed day-by-day itinerary is sent within 48 hours of your request and deposit.
Service Delivery
Your guide or driver meets you at the agreed location. All services listed in your voucher are provided as described.
Digital Delivery Only
- All documents are sent to the email provided during booking.
- Check your spam/junk folder if you do not receive our email within the stated timeframe.
- If you have not received your documents after 24 h, contact us immediately.
Contact / Questions
Response time
Mon–Sat, 09:00–19:00 (GMT+1)
See also: Refund Policy · Terms & Conditions · Privacy Policy
Contact us directly via WhatsApp, email or phone. Our team is based in Marrakech and replies in English, French, Spanish and German. Response guaranteed in under 2 hours during business hours (9am-7pm GMT+1), often in under 30 minutes. No bots, no offshore call centres: you talk directly to a member of our permanent team.
Multiple ways to reach us
Priority WhatsApp
It's our fastest channel. We handle WhatsApp messages in under 30 minutes on average during business hours. Ideal for a quick question, an express quote request, a last-minute change. You can also send photos, PDFs, links.
Email for detailed requests
For a full project (tailor-made trip, group, event), email remains ideal: it keeps a clear record and allows sending heavy attachments. We reply in under 4 hours during business hours with a detailed quote or a first sketch programme.
Phone for emergencies
For urgent situations (last-minute cancellation, problem during the trip, flight delay), call our emergency line open 7 days a week from 7am to 11pm. We speak English, French, Spanish and German. Landline in Marrakech + dedicated WhatsApp line.
Our office in Marrakech
Already on the ground? Come see us at the office, 5 minutes from Jemaa el-Fna square, to finalise your programme over a mint tea. By appointment only (on operating days we are often in the field with our clients).
Frequently asked questions before contacting us
What is the response time to my message?
During business hours (9am-7pm GMT+1, Monday to Saturday), 95% of our messages receive a response in under 2 hours and 70% in under 30 minutes. Outside business hours (evening, Sunday, Moroccan public holidays), we generally reply within 3 hours of resumption. For a genuine emergency during a trip in progress, our dedicated line is open 7am-11pm every day.
Can I get a free quote for my trip?
Yes, with no commitment. Describe your project to us (destinations, approximate dates, number of travellers, indicative budget, interests) by email or via our configurator. We send you within 24-72h a sketch programme with detailed budget. You can then request as many adjustments as you want before booking — no charge.
Do I have to pay for a simple question or advice?
Never. We answer all your questions about Morocco free of charge, even if you don't buy anything from us: best season, formalities, currency, security, itinerary ideas, restaurant or riad recommendations. Our belief: a well-informed traveller is a traveller who comes back to see us one day.
Do you speak English, Spanish, German?
Yes, our entire team speaks at least French + English. Half also speak Spanish fluently, and a third speak German. Your messages in the language you prefer are handled directly by a native or bilingual member — no translator loop, no misunderstanding of your brief.
Do you have a physical store in Morocco?
Yes, our office is in Marrakech, in the Bab Doukkala district, 5 minutes' walk from Jemaa el-Fna square and the medina. Visit by appointment only as we are often in the field with our clients. Give us 24h to prepare your welcome and schedule your visit. Wifi, mint tea and detailed maps await you.
Explore
Browse our main pages to plan your trip and book.