1. OVERVIEW

ExploreWithMaria, operated by Altamira Ventures LLC, understands that travel plans can change. This policy outlines how cancellations are handled and what refunds, if any, clients may receive based on when they cancel their booking.

Please read this policy carefully, as it is an important part of your booking contract. All clients agree to this policy when they confirm their reservation.

2. HOW TO CANCEL YOUR BOOKING

Cancellation Must Be in Writing:

To cancel your booking, you must submit a written cancellation request by email to:
– contact@explorewithmaria.com

Verbal cancellations by phone or WhatsApp are NOT valid. You must send a written email to initiate the cancellation process.

What to Include in Your Cancellation Email:

– Your full name
– Your booking reference number (if you have one)
– Your original travel dates
– Clear statement: “I wish to cancel my booking”
– Signature (digital or typed)

Cancellation Confirmation:

The Agency will send you a written confirmation email acknowledging your cancellation request within 48 business hours. Keep this confirmation for your records, as it documents when your cancellation was officially received.

3. REFUND PROCESSING TIMELINE*

Once your cancellation request has been received and processed:
– Refunds will be calculated based on the cancellation date and refund tier (see below)
– The Agency will send you a refund calculation email within 5 business days
– Upon approval, the refund will be issued to your original payment method
– Refund processing time: 7-14 business days from approval (depending on your bank)

Please note: Bank processing times vary. While the Agency issues refunds within 14 business days, your bank may take an additional 5-10 business days to credit the funds to your account.

4. REFUND TIERS AND PERCENTAGES

Your refund is determined solely by how many days before your arrival date you submit your written cancellation request.

CANCELLATION REFUND SCHEDULE:

| Cancellation Timeframe | Refund Percentage | Example (for $10,000 trip) |

| More than 90 days before arrival| 70% refund | $7,000 refunded |
| 60 to 90 days before arrival | 30% refund | $3,000 refunded |
| Less than 60 days before arrival | No refund | $0 refunded |

How Refund Percentages Are Calculated:

The percentage refund is calculated on the total amount you have paid to date, minus non-refundable fees and pre-paid supplier costs (see Section 5 below).

Example Scenario:

Let’s say your trip costs $10,000 and you cancel 95 days before your arrival date.

Step 1: What did you pay so far?

• You paid the deposit (35%) = $3,500
• You haven’t paid the rest yet

Step 2: Which refund tier applies to you?

• You’re canceling 95 days before arrival
• That’s more than 90 days, so you get 70% back

Step 3: Calculate 70% of what you paid

• 70% of $3,500 = $2,450
• This is your refund BEFORE we deduct fees

Step 4: Deduct the administrative fee

• The Agency keeps 10% of your trip cost as an administrative fee
• 10% of $10,000 = $1,000
• This fee pays for all the planning and coordination we did

Step 5: Your final refund

• Your refund: $2,450
• Minus admin fee: -$1,000
• Your refund: $1,450

You would receive $1,450 back to your original payment method within 14 business days.

5. NON-REFUNDABLE ITEMS AND FEES

The following items are NEVER refundable, regardless of when you cancel:

1. Administrative & Booking Fee (10% of total trip cost)

– This fee covers Agency services including itinerary planning, consultation, coordination with suppliers, contract preparation, and booking management
– This fee is retained by the Agency regardless of cancellation timing

2. Prepaid Services Locked with Suppliers

Once the Agency locks in reservations with hotels, activity providers, and transportation companies (typically after your 35% deposit is received), those payments become fully non-refundable. This includes:
– Hotel room reservations and deposits already charged to suppliers
– Activity and excursion deposits already paid
– Private transportation bookings already confirmed and paid
– Guide services already reserved and prepaid
– Meal packages or restaurant reservations already charged

3. Government Fees and Taxes

– National park entrance fees already collected
– Government tourism taxes
– Visa processing fees or visa-related expenses
– Any fees paid directly to government entities

4. Services Already Delivered or Completed

– Consultations already conducted
– Services already provided or partially provided
– Experiences already completed before cancellation

Why These Items Are Non-Refundable:

These items represent actual costs already incurred or committed by the Agency and its partners. Once services are locked in or fees are paid to government entities, they cannot be recovered or credited back to clients.

6. REFUND DEDUCTIONS EXPLAINED

Your final refund may be less than the percentage shown in Section 4 due to the following deductions:

Deduction 1: Administrative Fee (10%)
– Automatically deducted from all refunds
– Non-negotiable regardless of cancellation timeframe

Deduction 2: Supplier Prepayments
– Any amounts already paid to hotels, activity providers, transportation companies, or guides
– These are locked-in costs that cannot be recovered

Deduction 3: Already-Completed Services
– Services you have already received cannot be refunded

Example Detailed Refund Calculation:

Original Trip Cost: $10,000
Deposit Paid (35%): $3,500
Second Payment (30%): $3,000
Total Paid: $6,500

Cancellation Date: 75 days before arrival
Refund Tier: 60-90 days = 30% refund

Calculation:
– 30% of $6,500 paid = $1,950 (gross refund)
– Minus 10% administrative fee ($1,000) = -$1,000
– Minus hotel prepayment already locked in = -$1,500
– Minus activity deposits already paid = -$450
– Final Refund to Client: -$0 (all costs covered by deductions)

7. REFUNDS FOR CANCELLATIONS WITHIN 60 DAYS

Important: Cancellations within 60 days of your arrival date result in **NO REFUND**.

Why?

– Within 60 days, all supplier arrangements (hotels, activities, guides, transportation) have been finalized and prepaid
– Suppliers typically have strict non-refundable policies this close to travel dates
– The Agency cannot recover these costs
– Therefore, no refunds can be issued to clients

If you must cancel within 60 days:

You may contact the Agency to discuss possible alternatives:
– Rescheduling to a future date (subject to supplier availability)
– Transferring your booking to another person (with Agency approval)
– Accepting a credit/voucher for future travel with ExploreWithMaria

8. RESCHEDULING INSTEAD OF CANCELING

What is Rescheduling?

Rather than canceling and losing your money, you can request to reschedule your trip to a different date. If approved, your payments may be applied to the new travel date.

Rescheduling Process:
1. Submit a written request to reschedule (same email format as cancellation)
2. Indicate your preferred new travel dates
3. The Agency will confirm availability with all suppliers
4. If available, you will receive a new booking contract with the new dates

Rescheduling Fees:
– More than 60 days before original departure: FREE rescheduling (subject to supplier availability)
– Less than 60 days before original departure: Rescheduling subject to change fees and supplier availability
– Price differences: If your new dates result in higher costs, you pay the difference. If lower costs, credit may be applied to future bookings.

Rescheduling Limitations:
– Availability is not guaranteed
– Peak season dates may be unavailable
– Some activities or seasonal experiences may not be available on new dates
– Rescheduling must be requested at least 30 days before your original departure date (when possible)

9. SPECIAL CIRCUMSTANCES AND EXCEPTIONS

Compassionate Cancellations (Force Majeure & Emergencies):

If you must cancel due to unforeseen emergencies, the Agency will consider your situation case-by-case:

Situations That May Qualify:

– Serious illness or hospitalization of the traveler or immediate family member
– Death in the family
– Military deployment or activation
– Court-ordered legal obligation
– Severe natural disaster affecting the client’s home or destination
– Government travel ban or official advisory against travel to Morocco
– Airline strike or cancellation affecting your ability to depart

For Compassionate Cancellations:

– Contact the Agency immediately by phone: +1 (251) 910-3390 or +212 703 061 443
– Provide documentation of the emergency (doctor’s note, death certificate, military orders, etc.)
– The Agency will review and may offer:
– Higher refund percentage than standard policy
– Free rescheduling to future dates
– Partial refund plus credit for future travel
– Other accommodations at Agency discretion

Documentation Required:

– Written description of the emergency
– Supporting documents (medical records, funeral notice, government order, etc.)
– Date of incident
– Contact information for follow-up

The Agency will respond to compassionate cancellation requests within 3 business days with a decision.

10. WHAT HAPPENS IF EXPLOREWITHMARIA CANCELS?

If the Agency Cannot Provide Your Services:

In rare circumstances, ExploreWithMaria may need to cancel services due to:
– Unexpected partner closure or unavailability
– Safety concerns
– Force majeure events (see Section 11)
– Insufficient participant numbers (if applicable)

If the Agency Cancels:

The Agency will:
1. Notify you immediately by phone and email
2. Offer an alternative:
– Equivalent replacement service of the same quality and value, OR
– Full refund of all payments received

3. Provide options within 5 business days for you to choose between alternative service or refund

Your Rights:

– You have the right to request a full refund if you do not accept the alternative
– Refunds will be processed within 14 business days
– You will not be charged any penalties or fees if the Agency cancels

11. FORCE MAJEURE AND UNFORESEEABLE EVENTS

What Constitutes Force Majeure?

Force majeure events are circumstances completely beyond the control of both the Agency and the client, including:
– Natural disasters (earthquakes, floods, hurricanes, sandstorms, extreme weather)
– Pandemics or health emergencies (COVID-19, disease outbreaks)
– Wars, terrorism, civil unrest, or government-imposed travel restrictions
– Strikes or labor actions affecting transportation or service providers
– Government closures of attractions or travel bans
– Military conflicts or security threats

During Force Majeure Events:

If a force majeure event affects your trip:
– The Agency will communicate immediately
– The Agency will propose alternative dates or modified itineraries (subject to availability and safety)
– If you accept the modification, your trip continues with no additional charges
– If you do not accept the modification, you will receive:
– Full refund of all payments, OR
– Travel credit/voucher for a future trip of equal value

Liability During Force Majeure:

– Neither the Agency nor the client is liable for damages, losses, or additional costs resulting from force majeure
– The Agency is not responsible for airline cancellations, transportation delays, hotel closures, or partner unavailability
– Clients are encouraged to purchase travel insurance that covers force majeure-related cancellations

12. TRAVEL INSURANCE

Travel Insurance Strongly Recommended:

The Agency strongly recommends that all clients purchase comprehensive travel insurance before traveling. Travel insurance can cover:
– Trip cancellation and interruption
– Medical emergencies and evacuation
– Lost baggage and personal belongings
– Travel delays and missed connections
– Weather-related cancellations and disruptions

Travel Insurance is Client’s Responsibility:

– The Agency does not provide or arrange travel insurance
– Clients are responsible for purchasing appropriate coverage
– Travel insurance policies vary; review your policy carefully
– Some policies may cover cancellations beyond the Agency’s refund policy

Using Insurance Instead of Refunds:

If you have travel insurance, you may be able to claim cancellation protection through your insurance instead of requesting a refund from the Agency. Check your insurance policy for coverage details.

13. REFUND METHODS AND PROCESSING

Refund Payment Method:

Refunds are issued to the **original payment method** used when you made your booking:
– If you paid by credit card → Refund issued to that credit card
– If you paid by bank transfer → Refund issued to the bank account you specified
– If you paid by PayPal → Refund issued to your PayPal account

Refund Processing Timeline:

1. Cancellation received → Agency sends confirmation email within 48 hours
2. Refund calculated → Agency prepares calculation and sends breakdown within 5 business days
3. Refund approved → Agency approves and initiates refund
4. Refund issued → Refund appears in your account within 7-14 business days (depending on your financial institution)

Delays:

– The Agency processes refunds within 14 business days of cancellation approval
– Your bank may take additional time (typically 5-10 business days) to credit funds to your account
– International transfers may take longer
– The Agency is not responsible for banking delays beyond the 14-day processing window

Currency Conversion:

– If you paid in a currency other than USD, your refund will be in the original currency
– Your bank may charge currency conversion fees
– The Agency is not responsible for conversion fees charged by financial institutions

14. FREQUENTLY ASKED QUESTIONS ABOUT REFUNDS

Q: When does my refund timeframe begin?
A: Your refund timeframe is calculated from your arrival date specified in your booking contract. If you’re arriving March 15, then:
– 90+ days before = January 15 or earlier
– 60-90 days before = January 15 – February 14
– Less than 60 days = February 15 or later

Q: Can I cancel by phone or WhatsApp?
A: No. Cancellations must be submitted in writing by email to establish a clear record and to initiate the official refund process.

Q: Can I get a refund if I change my mind?
A: Yes, if you cancel within the 90-day refund window. Refunds depend on when you cancel. Non-refundable fees and prepaid supplier costs will still be deducted.

Q: What if I cancel, then change my mind and want to rebook?
A: You can rebook, but it will be treated as a new booking. All original non-refundable fees apply. You cannot recover cancellation losses by rebooking the same trip.

Q: Can I transfer my booking to someone else?
A: Possibly, depending on cancellation policies of suppliers and Agency policy. Contact the Agency to request a transfer. A fee may apply.

Q: If I get sick the day before my trip, can I get a refund?
A: Cancellations due to personal illness are subject to the standard refund policy unless within 60 days (no refund) or unless you have travel insurance that covers illness-related cancellations. Contact the Agency if you can provide medical documentation.

Q: What if the Agency cancels on me?
A: You will receive a full refund or equivalent alternative service at no additional cost.

Q: Can I get a refund if I don’t enjoy my trip?
A: The Agency strives to provide excellent service. If you have concerns about services, contact the Agency within 7 days of trip completion to discuss resolution. The standard refund policy applies for cancellations before travel.

Q: Will I get a refund if the airlines cancel my flight?
A: The Agency is not responsible for airline cancellations or delays. However, if this prevents you from completing your trip, discuss options with the Agency (rescheduling, partial refund, travel credit).

15. CONTACTING THE AGENCY FOR CANCELLATIONS

To Submit a Cancellation:

Email: contact@explorewithmaria.com 

For Questions About Your Refund:

Phone (U.S.): +1 (251) 910-3390
Phone (Morocco): +212 703 061 443

Business Hours (Morocco Time, GMT+1):

– Monday – Friday: 9:00 AM – 7:00 PM
– Saturday: 10:00 AM – 5:00 PM
– Sunday: Closed (emergency support available for in-country travelers)

16. ENTIRE CANCELLATION AND REFUND POLICY

This policy, together with your individual booking contract and the Terms & Conditions, constitutes the entire agreement regarding cancellations and refunds. All clients agree to this policy upon booking confirmation.

By booking with ExploreWithMaria, you acknowledge that you have read, understood, and agree to this Cancellation and Refund Policy.

Questions about this policy? Contact us at contact@explorewithmaria.com or call +1 (251) 910-3390.