Transfer policies
Clear rules for cancellation, flight delays, waiting time and no‑shows.
Quick summary
Free cancellation · CMN flight alerts · 24/7 concierge
These policies apply to airport transfers and one-way private transfers. Multi‑day tours follow the tour deposit schedule in terms.
1) Cancellation (airport & one-way transfers)
- 24+ hours before pickup: free cancellation (100% refund).
- Under 24 hours: 50% charge (chauffeur and vehicle already allocated).
- Force majeure (severe weather, official travel bans): free reschedule or refund.
2) Flight delays (CMN airport pickups)
- Flight tracking included when you provide a flight number for Casablanca Mohammed V (CMN).
- Free waiting: 60 minutes from actual landing time.
- If immigration/baggage takes longer, message our concierge — we will coordinate and keep you updated.
3) Waiting time (non-airport pickups)
- City pickups (hotel/riad): 15 minutes free waiting from the scheduled pickup time.
- If you are running late, message WhatsApp — we adapt when possible.
4) Customer no‑show
A no‑show is when the guest does not arrive after the included waiting time and cannot be reached despite reasonable contact attempts. For airport pickups, contact attempts include WhatsApp messages plus phone calls.
- No‑shows: charged at 100% (the vehicle and chauffeur time is consumed and cannot be resold).
- To avoid any confusion, keep your phone reachable after landing and reply to WhatsApp.
5) What’s included (fixed price)
- Vehicle + chauffeur, fuel, tolls, passenger insurance and taxes.
- Meet & greet at airports (arrivals hall) + luggage help.
- 24/7 concierge on WhatsApp for coordination and updates.
6) Full legal terms
These policies summarise our rules in plain English. The binding contract is our Terms of service.