Refund & Cancellation Policy

Effective Date: 16 April 2025

At Quad Marrakech, a tourism product of Bab Morocco, we understand that travel plans can change unexpectedly. We have designed our refund and cancellation policy to be as fair, clear, and transparent as possible for all of our customers. We kindly ask that you read this policy carefully before confirming any booking with us.

CANCELLATION BY THE CUSTOMER

If you need to cancel your booking for any reason, the following conditions apply depending on how far in advance you notify us :

— More than 48 hours before the activity : full refund of the amount paid, or a complimentary date change at no extra cost
— Between 24 and 48 hours before the activity : 50% refund of the amount paid, or the option to reschedule your booking once at no additional charge
— Less than 24 hours before the activity : no refund will be issued
— No-show on the day of the activity : no refund will be issued under any circumstances

All cancellation requests must be submitted in writing either by email to [email protected] or via WhatsApp at +212 6 68 71 70 52. Cancellations made verbally or by phone call will not be accepted as valid. The date and time of your written cancellation request will be used to determine which policy applies to your booking.

CANCELLATION BY QUAD MARRAKECH

In rare circumstances, Quad Marrakech may be required to cancel or modify a booked activity. This may occur due to :

— Adverse or dangerous weather conditions such as heavy rain, strong winds, or sandstorms that make the activity unsafe to carry out
— Technical issues with equipment that cannot be resolved in time
— Insufficient number of participants for a group activity
— Force majeure events beyond our reasonable control including road closures, strikes, or natural events

In any of these cases, customers will be offered the choice between a full refund of the amount paid or a complimentary reschedule to a date of their convenience. Quad Marrakech will notify affected customers as early as possible in the event of a cancellation on our side.

REFUND PROCESSING

Refunds approved under this policy will be processed as follows :

— Refunds are returned to the original payment method used at the time of booking, whether via Stripe, PayPal, or cash
— Processing time is typically between 5 and 10 business days depending on your bank or payment provider
— If you have not received your refund after this period, please contact us at [email protected] with your full name, booking reference, and payment method
— Quad Marrakech is not responsible for any additional delays caused by your bank or financial institution

DATE CHANGES & RESCHEDULING

We understand that sometimes dates need to change rather than cancel entirely. Our rescheduling policy is as follows :

— Date changes requested more than 24 hours before the activity are free of charge and subject to availability
— Rescheduling requests made less than 24 hours before the experience cannot be accommodated and the standard cancellation policy will apply
— Changes to the number of participants must also be requested at least 24 hours in advance
— Rescheduled activities must take place within 6 months of the original booking date

SPECIAL CIRCUMSTANCES

We recognise that exceptional situations sometimes arise. In cases of serious illness, bereavement, or other significant personal circumstances, we encourage customers to contact us directly at [email protected]. While we are unable to guarantee exceptions to our standard policy, we will always do our best to find a fair and compassionate solution on a case-by-case basis.

NON-REFUNDABLE SITUATIONS

Please note that refunds will not be issued in the following situations :

— Guests who arrive late and miss the start of the activity
— Guests who are refused participation due to being under the influence of alcohol or controlled substances
— Guests who fail to meet the minimum age or health requirements stated at the time of booking
— Guests who choose to leave an activity voluntarily before it is completed
— Bookings made through third-party platforms such as Viator, Airbnb, or GetYourGuide — in these cases the cancellation policy of the relevant platform applies

CONTACT

If you have any questions regarding our refund and cancellation policy, or if you wish to submit a cancellation or rescheduling request, please contact our team directly :

— Email : [email protected]
— Phone & WhatsApp : +212 6 68 71 70 52
— Address : Av. My Hassan Rés. SIBAM 2, Marrakech, Morocco

This policy was last reviewed on 16 April 2025. Bab Morocco reserves the right to update it at any time in accordance with applicable law. We recommend checking this page before each booking to stay informed of any changes.