Booking Policy

Exploreze (operated in Agadir, Kingdom of Morocco) is a technology platform that connects travellers ("Customers") with independent, locally verified service providers ("Providers"). Exploreze is not the operator, carrier, guide, host, retailer or medical professional of any listed service. When you book, you enter into a direct contract with the Provider for the delivery of the service, subject to Moroccan law and, where applicable, the international consumer protection standards of your country of residence.

• Browse listings, select a service, date, number of travellers and any options.
• Submit a booking request through the platform or via WhatsApp.
• You receive a confirmation once the Provider accepts and (where applicable) payment or deposit is received.
• A written booking reference is issued by email and/or WhatsApp.

A booking is only firm once you have received a written confirmation bearing an Exploreze reference number. Any quote, availability indication or pre-reservation is non-binding until confirmed. Prices are displayed in Moroccan Dirham (MAD) unless otherwise stated, and include Moroccan VAT where legally applicable.

• Payment terms (deposit, balance on arrival, full prepayment) are shown on each listing and repeated in the confirmation.
• Payment instruments accepted are those displayed at checkout or agreed with the Provider.
• Any bank, card-scheme or currency-conversion fees are borne by the Customer.
• Invoices and fiscal receipts, where legally required, are issued by the Provider.

Cancellation conditions are set individually by each Provider and are shown on the listing page and in the confirmation email. They form part of your contract with the Provider. Because the applicable conditions vary by service, no single cancellation grid is imposed by Exploreze.

• Any cancellation must be sent in writing (email or WhatsApp) with the booking reference.
• The date of cancellation is the date the written request is received.
• Refunds, where due, are processed by the Provider or by Exploreze on the Provider's behalf, using the original payment method, within a reasonable timeframe.
• Non-refundable amounts, third-party fees, deposits already paid to suppliers and payment-processing fees may be withheld.

Requests to modify a confirmed booking (date, participants, pick-up location, options) are accepted subject to availability and the Provider's approval. Modifications may result in a price adjustment. A modification that materially changes the nature of the service may be treated as a cancellation and re-booking.

The scope of each service — inclusions, exclusions, duration, languages, pick-up points, insurance and equipment — is described on the listing. Any item not expressly listed is not included. Personal expenses, tips, optional activities, travel insurance and items of a personal nature remain the Customer's responsibility.

Exploreze operates the platform, verifies Provider identity and professional documentation to the extent reasonably possible, publishes accurate listings on the basis of information provided by Providers, and offers customer support before, during and after the service. Exploreze does not directly perform the reserved services and, as an intermediary within the meaning of Moroccan and international commercial usage, its liability is limited to its role of intermediation. Nothing in this policy excludes or limits liability that cannot be lawfully excluded, including for gross negligence, wilful misconduct, death or personal injury caused by Exploreze's own fault.

• Provide accurate personal and travel information at booking.
• Hold valid identity and travel documents, visas, vaccinations and insurance as required.
• Arrive on time at the agreed meeting point and follow reasonable safety instructions given by the Provider.
• Behave respectfully towards the Provider, staff, other participants and local populations, and comply with Moroccan law and local customs.
• Report any issue in writing without delay so that a remedy can be attempted on the spot.

Neither Exploreze nor the Provider is liable for any failure or delay in performing an obligation that results from an event beyond their reasonable control, including but not limited to natural disasters, extreme weather, epidemics or pandemics, acts of terrorism, war, civil unrest, strikes, governmental measures, border, airspace or road closures, technical failures of essential infrastructure, or the cancellation or rescheduling of flights, ferries or public transport. Where a service becomes impossible or manifestly unsafe, the Provider will propose, in good faith, a reschedule, an equivalent alternative, or a partial or full refund of the sums actually received, minus non-recoverable third-party costs.

Any claim relating to a service must be reported first to the Provider on the spot to allow immediate resolution, and confirmed in writing to Exploreze at contact@exploreze.comwithin fourteen (14) calendar days of the end of the service. Complaints must include the booking reference, a factual description, dated evidence (photos, communications) and the remedy sought. Exploreze will act as a good-faith mediator between the Customer and the Provider. Where a refund is granted, it is issued via the original payment method, net of any non-recoverable fees.

This policy is governed by the laws of the Kingdom of Morocco. Consumer rights available to you under the mandatory law of your country of habitual residence remain unaffected. Any dispute that cannot be resolved amicably shall be submitted to the competent courts of Agadir, Morocco, without prejudice to any mandatory jurisdiction rules protecting consumers.