1. Overview

At Morocco Privilege, we understand that travel plans can change. This policy outlines clearly when and how refunds are issued for our FastTrack airport services and VIP transfers.

Because our services are time-sensitive and require staffing, preparation, and coordination at specific airports, cancellation deadlines are strictly applied. We encourage customers to review this policy carefully before completing a booking.

2. Cancellation and Refund Timeline

Refund eligibility is determined by how far in advance of your scheduled service you submit your cancellation request.

3. Eligible Refund Situations

You are entitled to a full or partial refund in the following situations:

• You cancel your booking more than 48 hours before the scheduled service
• You cancel between 24 and 48 hours before the scheduled service (50% refund)
• Morocco Privilege is unable to deliver the service due to reasons within our control
• Your flight is officially cancelled by the airline and you provide documentary evidence
• You were charged incorrectly or charged more than once for the same service (billing error)
• A duplicate booking was made in error and reported to us before the service is rendered

4. Non-Eligible Situations

Refunds will not be issued in the following situations:

• Cancellation made less than 24 hours before the scheduled service
• No-show at the agreed meeting point
• Service was fully delivered as described
• Customer arrived late and missed the service window (more than 15 minutes after the agreed meeting time)
• Dissatisfaction with elements outside our control (airport congestion, immigration queue length, airline boarding procedures)
• Customer refused or was denied entry to an airport zone due to their own documents or personal circumstances
• Change of mind after the service has been rendered
• Incorrect passenger information submitted at the time of booking

5. No-Show Policy

A no-show occurs when a customer fails to arrive at the agreed meeting point within 15 minutes of the confirmed meeting time, without prior notification to our team.

In the event of a no-show:

• No refund will be issued
• Our agent will wait for a maximum of 15 minutes after the agreed time
• If you are running late, contact us immediately at contact@moroccoprivilege.ma or via the phone number provided in your booking confirmation
• We will make every reasonable effort to accommodate late arrivals when notified in advance

6. Flight Disruptions

Flight Delays

If your flight is delayed, please notify us as soon as possible. We will do our best to adjust your service time at no additional charge. Extended delays of more than 6 hours may require rebooking, subject to staff availability.

Flight Cancellations

If your flight is cancelled by the airline, you are entitled to a full refund or a free reschedule. You must provide proof of the airline cancellation (email confirmation, boarding pass, or airline notification). Refund requests due to flight cancellations must be submitted within 7 days of the original service date.

Missed Connections

We are not responsible for missed connections resulting from flight delays or other circumstances outside our control. Our FastTrack service reduces airport processing time but does not guarantee any specific connection time.

Force Majeure

In cases of extraordinary events (natural disasters, strikes, government travel bans, pandemics), we will offer a free reschedule valid for 12 months or a full refund at our discretion. See our Terms and Conditions for full details.

7. How to Request a Refund

1. Contact us by email
   Send your refund request to contact@moroccoprivilege.ma with the subject line: Refund Request | [Your Booking Reference]
2. Include your booking details
   Provide your full name, booking reference number, service date, and the reason for your cancellation or refund request.
3. Attach supporting documents (if applicable)
   For flight cancellation refunds, attach proof from the airline. For billing errors, attach your payment confirmation.
4. Receive confirmation
   We will acknowledge your request within 2 business days and confirm whether it is eligible for a refund.
5. Refund is processed
   Approved refunds are processed within 10 business days and returned to your original payment method.

8. Processing Times

• Request acknowledgement: within 2 business days
• Refund decision: within 5 business days of receiving all required information
• Refund processing: within 10 business days of approval
• Funds arrival: an additional 3 to 10 business days depending on your bank or card provider

9. Refund Method

All refunds are returned to the original payment method used at the time of booking:

• PayPal payments: refunded to your PayPal account
• Credit or debit card payments: refunded to the original card
• Bank transfer payments: refunded to the originating bank account. Please include your IBAN in your refund request.

We do not issue refunds in cash or to a different payment method than the one originally used. If your original payment method is no longer available (closed card or account), please contact us and we will find an alternative solution.

Payment processing fees charged by PayPal or your bank are non-refundable and will be deducted from the refund amount where applicable.

10. Disputes and Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. We respond to all refund requests promptly and aim to resolve issues within 5 business days.

Initiating an unjustified chargeback may result in suspension of your account and could affect your ability to book future services with us.

If you believe a charge is fraudulent or unauthorized, contact us immediately at contact@moroccoprivilege.ma and we will investigate and act accordingly.