Refund & Returns Policy
Last updated: April 2025
At Quad Bikes Marrakech, we believe that every customer deserves complete clarity and transparency when it comes to payments, cancellations, and refunds. We have worked hard to design a refund and returns policy that is fair, straightforward, and respectful of the time and trust that our customers place in us. This policy applies to all bookings and purchases made through our website quadbikesmarrakech.com, by email, or via WhatsApp, and covers all of our activities including quad biking, buggy rides, camel treks, tandem paragliding, and Agafay Desert dinners.
We encourage you to read this policy carefully before confirming your booking. If you have any questions or require clarification on any point, our team is always available and happy to assist you before, during, or after your experience with us.
1. Our Commitment to You
Quad Bikes Marrakech is a locally owned and operated adventure company, and the satisfaction of every single guest is something we take extremely seriously. We understand that travel plans can change, that unexpected situations arise, and that flexibility is essential when it comes to booking experiences abroad. Our refund policy has been designed with this in mind, and we are always willing to work with our customers to find the most suitable solution in any given situation.
We are committed to being fully transparent about the conditions under which refunds are issued, and we will never apply hidden fees or conditions that were not clearly communicated at the time of booking. If you are ever unsure about anything related to your booking or payment, please reach out to us directly before confirming your reservation.
2. Cancellation by the Customer
If you need to cancel your booking for any reason, the following conditions apply depending on how far in advance the cancellation is made. We ask all customers to notify us of any cancellation as soon as possible and always in writing, either by email or via WhatsApp, so that we can process your request promptly and efficiently.
If you cancel your booking more than 48 hours before the scheduled activity, you will receive a full refund of any amount paid, with no deductions or administrative fees of any kind. Alternatively, you may choose to reschedule your booking to a future date of your choice at absolutely no extra cost — simply let us know your preferred new date and we will do our best to accommodate you.
If you cancel your booking between 24 and 48 hours before the scheduled activity, you will be entitled to a 50% refund of the total amount paid. As an alternative to the partial refund, you also have the option to reschedule your booking once to a future date at no additional charge. We strongly encourage customers in this situation to choose rescheduling over cancellation so that the experience is not lost entirely.
If you cancel your booking less than 24 hours before the scheduled activity, or if you fail to show up at the agreed meeting point on the day of the activity without prior notice, no refund will be issued. We regret that we are unable to make exceptions to this rule, as last-minute cancellations and no-shows prevent us from offering the spot to other customers and result in costs that cannot be recovered.
3. Cancellation by Quad Bikes Marrakech
While we do everything in our power to deliver every confirmed activity as planned, there are certain circumstances beyond our control that may occasionally require us to cancel or modify a booking at short notice. In such cases, we are committed to communicating with affected customers as quickly as possible and to offering a fair and immediate resolution.
If Quad Bikes Marrakech is required to cancel an activity due to adverse weather conditions — such as extreme heat, heavy rain, strong winds, or sandstorms that pose a safety risk to participants — all affected customers will receive a full refund of any amount paid, or the option to reschedule to a future date of their choice at no additional cost. The safety of our guests always takes absolute priority over any commercial consideration.
If an activity is cancelled due to technical or operational reasons — such as vehicle maintenance issues, guide unavailability, or other unforeseen operational circumstances — customers will equally receive a full refund or a complimentary reschedule. In either case, we will contact you directly as soon as the cancellation is confirmed and will work with you to find the best possible alternative solution.
4. No-Show Policy
A no-show occurs when a customer fails to arrive at the agreed meeting point at the confirmed time and date without having previously contacted us to cancel or reschedule. In the event of a no-show, no refund will be issued and the full booking amount will be forfeited. We strongly encourage all customers to contact us as soon as possible if they are running late or if they anticipate being unable to attend, as we will always do our best to accommodate reasonable requests when notified in advance.
Please note that hotel pickup times are agreed upon at the time of booking confirmation. If you are not ready at the agreed pickup time and our driver is unable to collect you, this will be treated as a no-show and the same policy will apply. We recommend being ready at least 10 minutes before the scheduled pickup time to avoid any complications.
5. How Refunds Are Processed
All eligible refunds will be processed using the same payment method that was used at the time of the original booking. If you paid by credit or debit card through our online booking system, the refund will be returned directly to the same card. If you paid in cash on the day of the activity, refunds will be issued in cash at our meeting point or transferred via bank transfer or mobile payment upon agreement.
Refunds are typically processed within 5 to 10 business days from the date on which the cancellation is confirmed and the refund is approved by our team. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider and is outside of our direct control. If you have not received your refund within 10 business days, please contact us directly and we will investigate the matter immediately.
6. Modifications & Rescheduling
We understand that flexibility is important when planning a trip, and we are always happy to help customers modify or reschedule their bookings where possible. If you wish to change the date, time, or activity type of your booking, please contact us as early as possible so that we can check availability and make the necessary arrangements.
Rescheduling requests made more than 24 hours before the scheduled activity are always accommodated free of charge, subject to availability. Rescheduling requests made less than 24 hours before the activity may be subject to availability constraints and cannot always be guaranteed, though we will always do our best to find a suitable alternative for you. Each booking may be rescheduled a maximum of two times — after which standard cancellation conditions will apply.
7. Special Circumstances
We recognize that life is unpredictable, and there are situations — such as serious illness, bereavement, or other genuine emergencies — that may prevent a customer from attending a booked activity, even with very short notice. In such cases, we ask customers to contact us as soon as possible and to provide relevant documentation where applicable. While we are not able to guarantee exceptions to our standard refund policy, we will always review special circumstances on a case-by-case basis and will do our very best to find a compassionate and fair solution for every customer.
Our goal is never to leave a customer feeling that they have been treated unfairly, and we encourage open and honest communication with our team in any situation that falls outside of the standard cancellation timeframes.
8. Non-Refundable Items
Certain elements of a booking are non-refundable under any circumstances. These include any additional services or upgrades that were specifically arranged and confirmed at the customer’s request, such as private transportation arrangements, customized itineraries, or special catering requests that were prepared in advance. Any third-party services included in a package — such as external entertainment, specialized equipment rental, or specific venue bookings — may also be subject to their own non-refundable terms, which will always be clearly communicated at the time of booking.
9. Contact Us
If you have any questions, concerns, or requests relating to this Refund & Returns Policy, or if you wish to submit a cancellation or rescheduling request, please do not hesitate to get in touch with our team. We are available seven days a week and will always do our best to respond to your enquiry as quickly and helpfully as possible.
Email: contact@quadbikesmarrakech.com
Phone & WhatsApp: +212 644 782 064
Address: Agafay Desert, Marrakech, Morocco
