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The Best of Morocco holidays

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Telephone 00212 617 393 665

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Booking Conditions

The Best Of Morocco Ltd. Booking Terms and Conditions

The Best Of Morocco Ltd. trading as Best of Morocco, VFB Holidays, Captivating Cuba, Faraway Holidays, and The Malaysia Experience

1. Booking your holidays
All holidays are subject to availability. As soon as we have confirmed that all aspects of your holiday are available and we receive £200 deposit per person from you (or you have paid the deposit to your travel agent) plus any applicable insurance premiums, your booking is confirmed. (If the booking is within 10 weeks of departure, full payment is required). The person whose name the booking is in must be over 18 years of age. This person will act on behalf of all other named persons in the booking. Once we have received the required payment from you, you will be deemed to have accepted and to have agreed to our booking conditions.

Occasionally the required deposit payment may be increased if we are buying seats from an outside source the booking conditions for which vary from ours. For all bookings made within eight weeks of departure, the booking will be confirmed verbally at the time it is made. If you subsequently cancel or change your booking, the charges set out in section 3 below will apply.

2. Your invoice
You will receive a confirmation invoice from us through the travel agency either by email or post which must be checked carefully. You must advise us as soon as possible, and not later than seven days following receipt of any mistakes especially with respect to spelling of names, and we will do our utmost to amend them without any charges. However, charges may apply as some charter, scheduled airlines, ferries and trains will charge for any changes, and we will recover such charges from you.

3. If you change your holiday
We will do our utmost to make any changes you request, however, charges will apply depending on type of change and the date in respect of how close it is to departure as follows: i) More than 70 days before departure - £20 per change
ii) Less than 70 days before departure - Cancellations charges apply

Please note:
a) To change date, duration, or property, a new price will be charged for your new holiday without changing the date of your original booking.
b) If you change one or more names (but not all names) on the booking, a cancellation charge of £40 may apply and/or any charges that are passed onto us by the carrier and or the supplier will be recoverable from you.
c) If you reduce the number of persons in your party, the price of the total holiday will be recalculated using the amended party size (price charged from date of original booking). In addition, a cancellation charge will apply to those guests removed from the booking.
d) Bookings cannot be changed from one year to the next and will be treated as a cancellation.
Also please note: If the change requires us to contact an outside supplier (i.e., airline, train, ferry), we will pass on to you, in addition to our administration fee, any charge that these suppliers may invoke. We will advise you of such charges at the time of the change.

4. If you cancel your holiday
Notification of all holiday cancellations must be made in writing by the person in whose name the holiday is invoiced to, either by email or post. Upon receipt of notification, the cancellation will be processed and charges will apply as follows from the date that we receive such notification:

Period before departure date Cancellation charge as % of total holiday cost less any insurance premium
 70 days or more  Forfeiture of deposit paid
 69-40   days                                                                40% or  deposit  whichever is  greater
 40-29 days                                                                50%
 15-28 days                                                                 75%
 14 days to departure                                                 100%
Please Note: If your cancellation involves an outside supplier, cancellation charges for which are more than the charges indicated above, we reserve the right to increase our cancellation charges to cover any additional amounts. If we have paid in full for your ticket, or any other part of your holiday, as at the time of booking, we reserve the right to pass on all of these costs should you cancel your holiday.

If the reasons for your cancellation are covered by the terms of insurance you have purchased, you must make a claim directly with your insurance company. Insurance premiums are forfeited on cancellation. If you do not turn up for your transport or any element of your holiday, your booking will be treated as a cancellation and normal cancellation charges of 100% will be applied. If only part of your party is cancels their booking, such cancellation may affect the price of the rest of the booking.

5. Our price policy
The price of your holiday is subject to possible surcharges resulting from, among other things, fuel price increases, scheduled airfare increases, taxes, or any other airline charges that we are required to pay or collect. Other surcharges may include fluctuations in exchange rates and tax increases imposed by governmental or other regulatory bodies.

If such surcharges are in excess of 10% of the price of your holiday upon booking, you will be entitled to cancel your holiday with a full refund of all monies paid except for any applicable insurance premiums.

As most airlines operate a fluid pricing system, with fares rising and falling in line with supply and demand, flight supplements and fuel supplements may apply to some flights. The exact supplement, if any, will be determined at the time you confirm your booking.

We reserve the right to correct errors in both advertised and confirmed prices should there be an error in the price shown. We will advise you of any such corrections. We will issue a new invoice and not be bound by the invoice containing errors.

6. If we change or cancel your holiday
Our holidays are planned months in advance and while it is unlikely any changes will be made to confirmed bookings, changes can occur. These changes are generally minor in nature, and we will advise you at the earliest possible time of such occurrence.  
Flight timings, carriers and transport type are subject to change, and may be varied by airport, port, railway authorities or other factors beyond our control.
Occasionally, suppliers may be required to make a significant change for reasons other than 'force majeure' such as:

- Change of departure airport/port/station (except between Gatwick, Heathrow and Stansted)
- Change of outward time by more than 12 hours
- Change of accommodation to that of a lower classification (i.e., villa to studio)
- Change of resort

In the event of such changes, you will have the following options:

- Accept the changed arrangements
- Purchase an alternative holiday from us (there may be a difference in price)
- Cancel and receive a full refund (less any insurance premiums or administration fees)

Compensation will apply as below for any significant change. However, where a holiday was booked at a special offer or reduced price, then compensation is 50% of the applicable rates.
 Period before scheduled departure within which a significant change or cancellation is notified.                 Compensation per person                         Credit Voucher per person 
  Less  14 days                                                    
 £40                                      £60
  15 - 28 days                                                             
 £30                                      £50
  29-42   days                                                             
 £20                                      £30
 43 - 70 days                                                             
 £10                                      £20
 71 days or more                                                      

(Note: For children invoiced at reduced rates compensation will be paid on a pro-rata basis). Compensation will not apply to changes incurred due to 'force majeure' events including but not limited to war, threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, epidemics, health risks, fire, technical problems to transport, closure or congestion of airspace or airports, cancellation of scheduled airlines or other events beyond our control.

7. Our Responsibility
We accept responsibility for ensuring that your holiday is supplied to you as described on your confirmation and is to a reasonable standard. If any part of the arrangement is not provided as agreed, we will compensate you if we consider it appropriate so long as you have taken all reasonable steps to notify our staff and mitigate your losses. For greater certainty, our acceptance of responsibility is subject to the ‘force majeure’ exceptions in paragraph 6, and other terms in these booking conditions.

8. Your responsibility
It is your responsibility to ensure that: - Any specific passport, visa and health requirements are obtained. - The names on your ticket match the names on your passport. - All members of your party, including infants have a valid passport - You have adequate travel insurance to cover your holiday - You check in at the correct time. Airline Check in normally closes 45 minutes before departure, irrespective of whether all the guests have checked in. Please note we will not accept any responsibility for passengers who are denied boarding due to late check in. - The balance of your holiday is paid up by the due date on your invoice.

Please be advised that in the event that you or any of your party are disruptive or behave in an unsociable manner we reserve the right to terminate the holiday and will have no further liability or responsibility to you in respect of accommodation or transport, nor will any refunds be issued.

9. Website and other information
Any changes in descriptions or information will be updated on agency websites at their earliest opportunity. Regrettably errors do occur sometimes but we will rectify them as soon as we are aware, and consequently prices may not be honored.

10. Flight Train Ferry and other Transport Delays
On occasion your transport may be delayed or altered due to circumstances beyond our control. With respect to flights, it is the responsibility of the airline to offer refreshments depending on the length of the delay. Airlines do not offer compensation for inconvenience, loss of holiday time or delayed arrival in the UK due to flight delays, however, you are entitled to compensation according to the EU regulations. Similarly we are unable to make any compensatory payments or provide refunds for any unused holiday accommodation or facilities, missed connections or additional losses or expenses due to an extended delay.

11. If you have a complaint
We know that problems can and do arise. If you have a complaint, you must notify your host and the supplier of the service immediately to allow them the opportunity to resolve the problem. If you feel the problem has not been dealt with satisfactorily, you must notify us to allow us the opportunity to resolve the problem. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any compensation at all depending upon the circumstances. If you feel the problem has not been dealt with satisfactorily, while on holiday you should complete a Guest Report and write to us within 21 days of your return quoting your original booking reference and giving all relevant information. The letter must be written by the guest in whose name the invoice appears detailing the full nature of the complaint.

12. Your holiday is protected
The air holidays and flights provided by us are protected by the Air Travel Organisers Licence (ATOL) granted by the Civil Aviation Authority. (CAA). Our ATOL number is: 2640. In the unlikely event of The Best of Morocco Ltd.’s insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid for an advance booking. For further information visit the ATOL website at

As a member of the Association of Bonded Travel Organisers Trust Limited (ABTOT), The Best of Morocco Ltd, has provided a Bond to meet requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992.

In the event of The Best of Morocco Ltd.’s insolvency, protection is provided security for non-flight packages commencing in and returning to the UK and other non-flight packages excluding pre-arranged travel to and from your destination. Please note that packages booked outside the UK are only protected when purchased directly with The Best of Morocco.

In the above circumstances, if you have not yet travelled you may claim a refund, or if you have already travelled, you may claim repatriation to the starting point of your non-flight package.

13. Data Protection
We will only pass your personal information on to persons responsible for your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them or as required by law. Certain information may also be passed onto security or credit checking companies.

14. Brochure
The brochure is published and rated from 1st November 2010. However we do reserve the right to supercede this with future editions or information on agency websites.

15. Passport, visa and immigration requirements
Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with relevant embassies and/or consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. In general, six months validity is required on all passports.

16. Breakage deposit and linen hire for self-catering properties
A breakage deposit must be paid on arrival at each self-catering property. The sum varies but is usually at least 100 Euros. You must pay this deposit in cash to the owner or agent personally on your day of arrival. It will be returned to you after 08.00 hrs on the day of departure, less charges, for any items not included in the holiday price, e.g., electricity, gas and/or heating charges plus the cost of any damages/breakages, etc. Payment for hired household linen, if applicable, is also made on arrival at the property.

17. Care of self-catering properties
You are responsible for respecting the self-catering property, its contents and amenities and for leaving it in good order and clean condition. Failure to do so may result in the deduction of all or part of your deposit. If you commit any serious abuse of or damage to a self-catering property, its contents or amenities, we (or we on behalf of the owner for agency bookings) reserve the right to treat your holiday as cancelled (in which case full cancellation charges will apply) and to require you to leave the property immediately. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

18. Excursions, activities and brochure information
The information contained in our brochure is correct to the best of our knowledge at the time of publication.

We may provide you with information (in our brochure and/or when you are on holiday) about activities and excursions which are available in the area you are visiting on your holiday. We have no involvement in any such activities or excursions which are neither run, supervised or controlled in any way by us, and are provided by independent local operators or other third parties. These activities and excursions do not form any part of your contract with us even if we have recommended particular operators/other third parties and/or have assisted you in booking such activities or excursions in any way. We will not accept any liability on any basis in relation to such activities or excursions.

We cannot guarantee the accuracy of the information given in relation to such activities or excursions, or the information in relation to the resort/area you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place.

Where we make or take any booking for or from you in respect of any activity or excursion available, we do so solely as booking agent, regardless of whether the activity or excursion is advertised or mentioned in our brochure, on our website, or elsewhere. Your contract for any such activity or excursion will be with the supplier or operator of that activity or excursion.

We have no liability for any activity or excursion or for any act(s) or omission(s) of the supplier or operator or for any its/their employees, agents, contractors or any other person(s) connected with the activity or excursion. If we are found liable in any respect for any such activity or excursion, for example in our capacity as booking agent, that liability will be limited to any fees we may have earned in connection with booking the particular activity of excursion concerned.