ROUGE TRAVEL - Terms and Conditions

 

Please read these carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume you have read these booking conditions and agree to them.

 

These booking conditions only apply to holiday arrangements which you have booked through the U.K. office and/or MOROCCO office of ROUGE TRAVEL and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour”, “arrangements” or ”Travel Plan’ mean such holiday arrangements unless otherwise stated.
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means ROUGE TRAVEL.

 

We will communicate with you by e-mail in relation to your booking. You must accordingly check your e-mails on a regular basis. We may also contact you by telephone if we cannot, for whatever reason, contact you by e-mail. References in these booking conditions to “send” and “in writing” refer to communication by e-mail.

 

Special requests, baggage allowance, medical conditions and disabilities

 

If you have any special requests, you must advise us at the time of booking and we will pass any reasonable requests on to the relevant party. We regret we cannot guarantee requests will be met. Failure to meet any special requests will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

If you or any member of your party has any medical condition or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. 

The nature of many of the destinations we travel to within Morocco, and the type of holiday experience we offer means that in some cases our holidays may be unsuitable for those with a lack of mobility. We will be happy to discuss the feasibility of your holiday with you that takes into consideration your level of mobility or medical condition. We may also request that you provide a letter from your doctor confirming your fitness to travel, or ask you to fill out a form describing your needs. You will find this form by CLICKING HERE.

In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

If you are unsure of the baggage allowance on the flights you have booked please contact your travel consultant or the relevant airline.

 

Insurance

We consider adequate and appropriate personal travel insurance to be essential. It is your responsibility to purchase an appropriate travel insurance policy which provides sufficient cover to meet your personal requirements in respect of at least cancellation, curtailment, medical expenses (including repatriation by air if necessary), death and personal injury, loss or damage of personal possessions, personal liability and legal expenses. You must also ensure that your insurance will cover you in respect of the activities you intend to undertake, particularly those of a hazardous or unusual nature. When purchasing travel insurance it is vital that you tell insurers about any pre-existing medical conditions when you purchase your policy or of any new medical conditions that arise between the time between the purchase of your policy and the commencement date of your trip. If you fail to do this, any subsequent claim relating to this condition may be rejected.

Please read your policy details carefully and take a copy of your policy with you on holiday. Reputable travel insurers provide a 24 hour medical emergency telephone number. We recommend that you add this number to the contacts in your mobile phone.

 

Cancellation policy

-With ROUGE TRAVEL it is all quite simple. To book accommodation in Marrakech, a 50% deposit is required at the point of booking. This deposit is non-refundable. 

-To book an excursion - full payment is required upon time of booking - this is also non-refundable. Booking a package (a combination of accommodation and trip(s) requires full payment at the time of booking. 

-All cancellations must be made 3 days or more prior to arrival in Marrakech. A 25% refund will be made if cancelled 3 days (72 hours) prior to arrival, and a 50% refund will be made if cancelled in between 4 and 7 days prior to arrival. No refunds are made for cancellations made 72 hours before arrival or less

Any remaining balances are due upon arrival in cash or card depending upon the facilities at your chosen accommodation. Cancellation conditions are also dependent upon your accommodation policies. We do not store card details or pass them on to 3rd parties.

 

Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, strikes, civil strife, terrorist activity, industrial dispute, decisions by governments or governing authority, technical or maintenance problems with transport, changes of schedules or operational decisions of air carriers, natural or nuclear disaster, adverse weather conditions, tidal events, epidemics/pandemics, volcanic eruptions, fire and all similar events outside our control.

 

Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible. If any complaint or problem is a serious one which is not resolved to your satisfaction in-country, you must contact us in the UK using the contact details we have provided you with during your holiday, giving us full details and a contact number or email. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you can email Rouge Travel at hello@rougetravel.com within 28 days of leaving Morocco giving your booking reference and full details of your complaint. Only the party leader should write to us. If you fail to follow this simple complaints procedure, your right to claim any compensation you may otherwise have been entitled to may be affected or even lost as a result.

 

Behaviour and damage

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or any other in-country provider or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

 

Website and advertising material accuracy

The information contained on our website and in our other advertising material is correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen holiday (including the price) with us at the time of booking.

 

Safety standards

Please note, it is the requirements and standards within Morocco which make up your holiday are provided which apply to those services and not those in the developed world. As a general rule, these requirements and standards will not be the same may often be lower.

 

The nature of our holidays

Please keep in mind, before and during your trip, the type of holiday you are undertaking including the areas to which you are travelling. Many of our arrangements may be described as “soft adventure” and involve travelling to remote places where the normal conveniences, comforts and structures of the developed world simply do not exist. In some places, accommodation may be very basic with no flushing toilets, hot showers, electricity, ice in drinks, access to the internet and the like. It is impossible to guarantee that everything will go according to plan as conditions on the ground at the time (such as the weather, tides, strikes, civil unrest, public transport cancellations) may require changes or make certain arrangements impossible. Please be understanding and tolerant in such situations as they are an unavoidable part of the experience over which we have no control.