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    Oumoudid Star Tour

    Cancellation & Refund Policy

    Last updated : 19/03/2026

    This policy describes the conditions under which Oumoudid Star Tour accepts cancellations and processes refunds for bookings made through our website or directly with our team.

    1. Client-Initiated Cancellations

    All cancellation requests must be submitted in writing to [email protected]. The cancellation date is the date we receive the written request.

    > 30 days before departure

    Full refund minus €50 administrative fee

    30 – 15 days before departure

    50% of total amount retained

    14 – 7 days before departure

    75% of total amount retained

    < 7 days before departure

    No refund

    2. Cancellations by Oumoudid Star Tour

    In the event of a cancellation initiated by Oumoudid Star Tour (excluding force majeure events), clients are entitled to a full refund of all amounts paid, or a rescheduling without any additional fees.

    3. Refund Process

    Approved refunds are processed within 7 to 14 business days via the original payment method. For payments processed through our online payment provider (Verifone / 2Checkout), refunds are subject to their standard processing timelines.

    4. No-Show Policy

    Failure to appear at the departure point without prior written notice will be treated as a cancellation with less than 7 days' notice. No refund will be issued.

    Questions about this policy?

    Contact our team — we respond within 24 hours.

    [email protected]+212 623-032286

    See also: 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.

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