Terms & Conditions

These Terms & Conditions ("Terms") govern every booking, transfer, and tour you make with Chames Morocco Tours ("we," "us," "our"). By confirming a booking — by WhatsApp, phone, email, or any other channel — you accept these Terms.

1. About us

Chames Morocco Tours is a licensed private driver and tour-guide service based in Marrakech, Morocco, operated by Chameseddine Kasraoui. We hold a professional transport licence (carte professionnelle) and a valid first-aid certification.

2. Booking & confirmation

• Bookings can be requested by WhatsApp, phone, email, or Instagram.
• A booking is only confirmed once we reply with a written confirmation message stating the date, time, route, vehicle, and price.
• You are responsible for providing accurate pickup details — flight number, hotel/riad name, group size, and contact phone number.
• Wrong or incomplete information may lead to delays or cancellation, for which we cannot be held responsible.

3. Prices & what's included

All prices on our website are quoted in Euros (€) per vehicle (not per person), unless explicitly stated otherwise.

Included by default

• Professional licensed driver and the vehicle agreed in your confirmation.
• Fuel, road tolls, parking, and vehicle insurance.
• Bottled water and air conditioning.
• Door-to-door pickup and drop-off within the agreed route.

Not included (unless stated)

• Entry tickets to monuments, gardens, museums, or parks.
• Camel rides, quad/buggy rentals, hot-air balloons, or similar activities.
• Meals, drinks, and snacks.
• Tips for guides at sites and waiters in restaurants.
• Personal travel insurance.

4. Payment

• For most short transfers and day trips, payment is made in cash to the driver at the start or end of the service, in EUR or MAD at the agreed rate.
• For multi-day tours or large group bookings, we may request a deposit by bank transfer to secure the date.
• Receipts are available on request.
• You are responsible for any bank or transfer fees applied by your provider.

5. Cancellation & refunds

We understand that travel plans change. Our standard cancellation policy is:

If we cancel for any reason within our control, you receive a full 100% refund of any sum paid. We are not liable for additional losses (flight changes, hotel costs, etc.).

6. No-shows & late arrivals

• Airport pickups: we monitor your flight in real time. There is no extra charge for delays caused by the airline. We wait up to 90 minutes after the actual landing time before treating the booking as a no-show.
• Hotel/riad pickups: please be ready at the agreed time. We wait 30 minutes; after that, the booking is treated as a no-show and the full price is due.
• If you cannot find the driver, contact us immediately on WhatsApp before assuming the driver is not there.

7. Changes by us or by you

Small changes to a booking (pickup time within ±2 hours, drop-off address within the same city) can usually be accommodated free of charge if requested at least 12 hours in advance. Major changes (date, route, group size affecting the vehicle) are treated as a new booking.

We reserve the right to make changes to your itinerary if road, weather, or safety conditions require it (closed mountain passes, floods, road blocks, civil disturbance, etc.). We will always do our best to find an equivalent alternative.

8. Passenger conduct & safety

• All passengers must wear seat belts at all times.
• Children must travel in an appropriate child seat (free of charge, on request).
• Smoking, vaping, and drug use are not permitted inside the vehicle.
• Alcohol consumption inside the vehicle is not permitted.
• The driver may refuse service or end the trip — without refund — if a passenger behaves dangerously, abusively, or under heavy intoxication.
• Pets are accepted only when agreed in writing in advance.

9. Luggage & belongings

• Standard allowance is one large suitcase plus one carry-on per passenger. Extra or oversized luggage must be agreed in advance, as it may require a larger vehicle.
• Please check that you take all your belongings before leaving the vehicle.
• We will do our best to return forgotten items but cannot guarantee return and accept no liability for the loss of items left in the vehicle. Reasonable shipping costs are at the passenger's expense.

10. Liability & insurance

Our vehicles are fully insured under Moroccan law. Compensation for any harm to passengers while inside the vehicle is limited to the cover provided by the vehicle's insurance policy.

We are not liable for:

• Indirect or consequential losses (missed flights, missed connections, missed events) caused by traffic, weather, road closures, or other events outside our reasonable control.
• Personal items, money, electronics, jewellery, or documents lost, stolen, or damaged inside the vehicle, at hotels, or at activities along the way.
• Activities operated by third parties (camel guides, balloon operators, restaurants, riads). Any complaint about those services should be raised directly with the operator.

We strongly recommend that every traveller takes out a comprehensive travel-insurance policy covering medical care, cancellation, lost luggage, and personal belongings.

11. Force majeure

We are not responsible for failure to perform any service due to circumstances beyond our reasonable control, including but not limited to: severe weather, natural disasters, earthquakes, floods, fires, epidemics, road closures, strikes, civil unrest, war, acts of terrorism, government action, or vehicle breakdown despite reasonable maintenance. In such cases we will offer a full refund or a free reschedule, at your choice.

12. Complaints

If something goes wrong during your trip, please tell the driver immediately so we have a chance to fix it. Formal complaints can be sent in writing to driveryalla29@gmail.com within 14 days of your trip. We commit to acknowledging your complaint within 7 days and providing a written response within 30 days.

13. Governing law & jurisdiction

These Terms are governed by the laws of the Kingdom of Morocco. Any dispute that cannot be resolved amicably will be submitted to the competent courts of Marrakech, Morocco.

14. Contact