Refund & Cancellation Policy
Refund & Cancellation Policy
At Horizon 4 You Travel & Tourism, we are committed to providing transparent, fair, and professional booking conditions. This Refund & Cancellation Policy outlines the rules governing cancellations, modifications, payments, refunds, responsibilities, partner services, complaints, and all related procedures.
By completing a reservation, the client acknowledges and accepts all terms described in this document.
1. Communication Rules — Written Requests Only
To ensure clarity, transparency, and proper processing, all cancellation, modification, refund, or complaint requests must be submitted exclusively in writing via email.
📌 We DO NOT accept any cancellation, modification, or complaint request submitted through WhatsApp, phone calls, SMS, social media, or verbal communication.
These channels are not considered official and will not be processed.
Only written communication sent by email is considered valid.
A request becomes effective and legally recognized only when ALL the following conditions are met:
1. It is sent to our official email address:
[Insert your official email address](Requests sent to personal emails of staff members are not accepted unless expressly confirmed.)
2. It is acknowledged in writing by Horizon 4 You Travel & Tourism.
You will receive a written confirmation from us validating the receipt and acceptance of your request.
If you do not receive our written acknowledgment, your cancellation or modification is NOT considered accepted.
3. It is submitted within the applicable deadlines defined in your confirmation email or according to the supplier’s policies (hotels, transport providers, activity organizers, etc.).
Requests submitted after the payment or modification deadline may incur fees or be refused.
2. Payment Deadlines & Automatic Cancellation
Certain services require advance or full payment to secure the booking, including but not limited to:
hotels and riads, private transportation, seminars and corporate events, hot-air balloon flights, multi-day tours, group activities, and any service provided by external partners.
The payment deadline is clearly specified in your booking confirmation email.
To ensure availability and protect our agreements with suppliers:
• If payment is not received by the specified deadline, Horizon 4 You Travel & Tourism reserves the right to:
✔️ Automatically cancel the reservation without prior notice
✔️ Release the services for sale to other clients
✔️ Apply standard cancellation fees, depending on the type of service and supplier policies
Once the deadline has passed, we cannot guarantee availability, even if payment is eventually received late.
Any late payment may require a new quotation based on updated rates and availability.
For certain services, especially hotels and special activities, suppliers may impose non-refundable or prepayment rates. In such cases, full payment is mandatory to confirm the service.
3. Cancellation Policy (Client-Initiated)
All cancellations must be submitted in writing by email and are only considered valid once acknowledged in writing by Horizon 4 You Travel & Tourism (see Section 1).
The effective cancellation date corresponds to the date and time your written email request is received in our inbox, according to Moroccan time (GMT+1).
Requests sent outside business hours are considered received on the next working day.
Refund percentages are calculated based on the total amount of the booking, excluding bank fees, currency conversion fees, or non-refundable supplier costs.
REFUND SCHEDULE
More than 60 days before departure
✔️ 90% refund (10% administrative fee)
30 to 59 days before departure
✔️ 70% refund (30% fee)
10 to 29 days before departure
✔️ 50% refund (50% fee)
9 days to 48 hours before departure
✔️ No refund (100% cancellation fee)
Less than 48 hours before departure or no-show
✔️ No refund
Definition of No-Show
A no-show occurs when the client is unable to participate in the service for reasons attributable to the client.
A no-show is non-refundable.
A no-show includes, but is not limited to:
• Not being present at the meeting point at the scheduled time
• Refusing to participate upon arrival
• Arriving late and missing the departure
• Not providing required documents (passport, permits, insurance, vouchers, etc.)
• Providing an incorrect pick-up address, hotel name, or meeting point information
⚠️ IMPORTANT NOTES
• Some partner suppliers (hotels, riads, transport companies, balloon operators, event organizers, guides, etc.) may apply stricter cancellation rules, including 100% non-refundable rates.
• In those cases, their rules override Horizon 4 You’s general policy, and we will apply their conditions.
• If your booking includes multiple services, the strictest policy applies to the affected service(s).
• Bank processing fees and currency exchange differences are non-refundable.
4. Modification Policy (Client-Initiated)
All modification requests (date changes, time changes, participant changes, pick-up location changes, service upgrades, etc.) must be submitted exclusively by email to our official address.
📌 We do NOT accept modification requests by phone, WhatsApp, SMS, or any messaging app.
Only written communication received by email is considered valid.
4.1. CONDITIONS FOR ACCEPTING MODIFICATIONS
Modifications are:
• Subject to availability of our suppliers and partners
• Not guaranteed, especially during high season or short notice
• Confirmed only upon written approval from Horizon 4 You Travel & Tourism
• Potentially subject to additional fees imposed by the partners
A modification request is considered accepted only after you receive a written confirmation from our team.
4.2. POSSIBLE ADDITIONAL COSTS
Depending on the service, modifications may generate extra fees due to:
• Supplier price changes
• Changes in seasonality, rates, or availability
• Administrative fees
• Last-minute changes that require rebooking or re-confirmation
If the modification results in a higher price, the client must pay the difference to validate the new booking.
4.3. MODIFICATIONS TREATED AS CANCELLATIONS
Certain modification requests are considered cancellations, and therefore subject to cancellation fees, including:
• Date changes made at short notice
• Reducing the number of participants
• Changing the type of service (e.g., private to shared tour)
• Changing accommodation category or type
• Any change that forces suppliers to cancel and reissue a booking
In such cases, the cancellation policy (Clause 3) will apply.
4.4. TIME-LIMIT FOR MODIFICATION REQUESTS
• Some services (hotels, flights, hot-air balloon, events, private transfers, etc.) may have strict modification deadlines set by suppliers.
• Requests submitted after the supplier’s deadline cannot be accepted under any circumstances.
4.5. WRITTEN ACKNOWLEDGMENT REQUIRED
A modification is valid only when both conditions are met:
1. The request is submitted by email, and
2. The modification is acknowledged and confirmed in writing by Horizon 4 You Travel & Tourism.
No change is considered accepted without written confirmation.
5. Refund Processing
If a refund is applicable according to the Cancellation Policy or special supplier conditions, the following rules apply:
5.1. REFUND METHOD
Refunds are issued exclusively to the original payment method used at the time of booking.
This includes:
• Credit/debit cards
• Bank transfers
• Online payment platforms (if applicable)
Refunds cannot be issued to a different account, card, or third-party recipient.
5.2. PROCESSING TIME
Refund processing typically requires:
⏳ 7 to 14 business days
(Excluding weekends, public holidays, and bank processing delays)
Please note that some banks or international transfers may require additional time depending on local banking policies.
5.3. NON-REFUNDABLE FEES
The following fees are non-refundable, regardless of the reason for cancellation:
• Transaction and administrative fees
• Bank transfer charges
• Payment gateway processing fees
• Currency conversion or fluctuation losses
• Supplier-imposed non-refundable amounts
These fees are charged by financial institutions or suppliers and are outside the control of Horizon 4 You Travel & Tourism.
5.4. REFUNDS FROM THIRD-PARTY SUPPLIERS
If a service is provided by an external partner (hotel, balloon company, quad operator, event organizer, etc.), refunds depend on their specific policies.
Horizon 4 You Travel & Tourism processes the refund only after receiving confirmation from the supplier.
5.5. REQUIRED DOCUMENTATION
To process a refund, the client may be asked to provide:
• Proof of payment
• Booking reference
• Identity confirmation (for banking compliance)
Failure to provide required documents may delay the refund.
6. Cancellations or Changes by Horizon 4 You
Horizon 4 You Travel & Tourism may exceptionally modify, postpone, or cancel a service or booking for reasons beyond its control or for operational necessity. This may occur in the following situations:
6.1. REASONS FOR CANCELLATION OR MODIFICATION
A change or cancellation may be required due to:
• Partner or supplier unavailability (hotel overbooking, vehicle breakdown, pilot unavailability, etc.)
• Operational or logistical problems
• Safety or security concerns affecting the client or staff
• Weather restrictions (especially for hot-air balloon flights, mountain excursions, outdoor activities, etc.)
• Force Majeure events (see Clause 7)
In all cases, Horizon 4 You acts in the best interest and safety of the client.
6.2. PROPOSED SOLUTIONS
If a modification or cancellation occurs for one of the reasons listed above, Horizon 4 You Travel & Tourism will:
✔️ Offer an alternative service of equal or higher value, when possible
✔️ If no suitable alternative is available or accepted by the client, issue a full refund of the affected service only
Refunds are limited to the value of the cancelled service and cannot exceed the amount paid.
6.3. EXCLUSIONS
This policy does not apply to issues caused directly and exclusively by external partners (see Clause 8).
In such cases:
• The partner’s own cancellation or refund policy applies, and
• Horizon 4 You Travel & Tourism cannot be held responsible for service failures beyond its control.
• 6.4. NO LIABILITY FOR CONSEQUENTIAL LOSSES
In the event of a cancellation or modification by Horizon 4 You due to legitimate reasons:
• The company cannot be held liable for additional expenses incurred by the client
(e.g., flights, visas, accommodation, transportation, or other personal costs).
Refunds apply only to the service organized and cancelled by Horizon 4 You.
7. Force Majeure
Horizon 4 You Travel & Tourism cannot be held liable for any delay, modification, or cancellation resulting from circumstances beyond our reasonable control. These situations, known as Force Majeure, may prevent the safe or normal execution of the contracted services.
7.1. EVENTS CONSIDERED AS FORCE MAJEURE
Force Majeure events include, but are not limited to:
• Natural disasters: storms, floods, earthquakes, landslides, fires, etc.
• Extreme or unsafe weather conditions (high winds, heavy rain, heatwaves, fog, sandstorms, etc.)
• Government decisions, restrictions, or administrative orders
• Political or social instability, protests, riots
• Public transportation disruptions (airports, ports, roads, or rail closures)
• Strikes (airlines, transport companies, hotel staff, etc.)
• Epidemics, pandemics, or public health emergencies
• Acts of terrorism or threats
• Major technical failures outside our control
• Any event which, by its nature, is unpredictable, unavoidable, and external
This list is not exhaustive.
7.2. CONSEQUENCES OF FORCE MAJEURE
In case a Force Majeure event occurs, Horizon 4 You reserves the right to:
• Modify the itinerary, schedule, or type of service
• Postpone the activity or booking
• Cancel the service entirely if no safe alternative is possible
All decisions are made in the interest of client safety and operational feasibility.
7.3. REFUNDS UNDER FORCE MAJEURE
In situations of Force Majeure:
• Refunds depend entirely on the policies of our partners and suppliers (hotels, airlines, transport operators, balloon companies, etc.)
• Some services may be non-refundable, even in Force Majeure cases
• Horizon 4 You will assist clients in requesting refunds or credits from partners but cannot guarantee approval
Horizon 4 You processes refunds only after receiving confirmation from the affected supplier(s).
7.4. COMPENSATION
Under Force Majeure:
• No compensation, financial or otherwise, is applicable
• Horizon 4 You is not responsible for additional costs incurred by the client
(such as flights, hotel nights, transport, meals, or personal expenses)
This aligns with international tourism industry standards.
8. Third-Party Partners & Service Providers
Horizon 4 You Travel & Tourism collaborates with a carefully selected network of trusted partners (hotels, transportation companies, guides, activity operators, restaurants, hot air balloon companies, event venues, etc.).
While we rigorously vet our partners to ensure high-quality experiences, certain services are delivered directly by these third-party providers.
Accordingly, Horizon 4 You Travel & Tourism cannot be held liable for delays, service issues, incidents, or poor performance caused exclusively by a third-party partner.
However, your satisfaction remains our priority.
If any problem arises during your experience, the client must inform us immediately, and our team will intervene to assist, mediate, or seek a solution whenever possible. Such assistance is provided as part of our commitment to customer care and does not constitute an assumption of responsibility for the actions of third-party providers.
9. Claims & Complaint Procedure
To ensure we can assist you efficiently and fairly, any issue encountered during your service must be reported on the same day.
Clients must contact us through:
• Email (mandatory) for any official claim, documentation, or follow-up
• Phone or WhatsApp for urgent assistance — which must still be confirmed by email
Late or post-trip claims cannot be accepted.
Once a service has been completed, retroactive action or compensation is no longer possible, as we were not given the opportunity to intervene in real time.
Resolution Efforts
Horizon 4 You will intervene quickly to solve the problem in collaboration with the relevant supplier.
Post-Trip Claims
Complaints made after the trip without prior on-site reporting cannot be considered, as we were not given the opportunity to resolve the issue.
Compensation
Any compensation depends on supplier policies and cannot exceed the value of the service concerned.
Horizon 4 You Travel & Tourism cannot issue refunds, compensation, or adjustments for claims submitted after the client has returned home or after the service has ended.
10. No-Show Policy
A booking is considered a no-show if the client fails to present themselves at the scheduled meeting point, at the required time, and in the required conditions.
In the event of a no-show:
• No refund or credit will be issued
• The service is considered fully consumed
• A replacement activity may be offered at an additional cost and subject to availability
Situations that qualify as a no-show include, but are not limited to:
• Failure to appear at the designated meeting point
• Late arrival preventing participation
• Refusal to participate in the activity
• Missing or invalid required documents (passport, permits, insurance, tickets…)
• Incorrect meeting point provided by the client
11. Limitation of Liability
To the fullest extent permitted by applicable law:
• Horizon 4 You Travel & Tourism shall not be held liable for personal injury, illness, property loss or damage, delays, or any indirect, incidental, or consequential damages not resulting from our proven negligence.
• The maximum liability of Horizon 4 You, for any claim related to a booking or service, shall not exceed the total amount paid by the client for the specific service concerned.
• Horizon 4 You is not responsible for accidents, incidents, or damages resulting from:
o Third-party service providers
o Failure to follow safety instructions
o Risky or inappropriate client behavior
o Misuse of equipment or facilities
o Situations beyond our control (see Force Majeure)Clients are responsible for ensuring that their physical condition, health status, behavior, and equipment are appropriate for the booked activity.
Horizon 4 You acts as an intermediary between clients and independent service providers (hotels, drivers, guides, activity operators).
Therefore:
• We are not responsible for accidents, injuries, delays, or damages caused by third-party providers
• The client participates in all activities at their own risk
• Horizon 4 You’s liability cannot exceed the total amount paid for the service concerned
• Adventure activities (quad, camel rides, balloon flights, trekking, rafting…) inherently carry risks the client accepts upon booking
Clients are responsible for following:
• Safety instructions
• Local regulations
• Supplier guidelines
Horizon 4 You cannot be held liable for negligence, misconduct, or non-compliance by the client.
12. Health & Physical Condition Requirements
By confirming a booking with Horizon 4 You Travel & Tourism, the client acknowledges and accepts the following:
• The client is solely responsible for ensuring that their physical and medical condition allows them to safely participate in the selected activity.
• By booking, the client confirms that they are in adequate health and meet all activity requirements (age, mobility level, medical restrictions, etc.).
• The client agrees to follow all safety instructions, guidelines, and recommendations provided by Horizon 4 You or any third-party partner.
Horizon 4 You Travel & Tourism cannot be held liable for:
• Incidents or accidents resulting from undisclosed medical conditions,
• Failure to follow safety instructions,
• Risky, inappropriate, or negligent behavior during the activity.
Certain activities may be unsuitable or restricted for:
• Pregnant women,
• Individuals with reduced mobility,
• Clients suffering from heart conditions, respiratory illnesses, chronic injuries, or any condition that could be aggravated by physical effort.
It is the client’s responsibility to consult a medical professional when in doubt about their ability to participate.
13. Travel Documents & Guest Responsibilities
Clients are fully and solely responsible for ensuring that they possess all required travel documents in valid condition before the start of their trip, including but not limited to:
• Valid passports (with sufficient validity remaining)
• Entry visas or travel permits
• Required vaccinations or health certificates
• Travel insurance covering medical, cancellation, and personal risks
• Any other personal documentation required by local authorities
Clients must comply with all local laws, regulations, customs rules, and entry requirements at every stage of their journey.
Horizon 4 You Travel & Tourism cannot be held liable for:
• Missed services, tours, or experiences due to invalid, missing, or expired documents
• Border refusal, immigration decisions, or security restrictions
• Any additional costs incurred as a result of non-compliance with travel requirements
No refund or compensation will be issued in cases where services cannot be delivered due to the client’s failure to meet official travel requirements.
14. Guest Behavior, Conduct & Property Damage
To ensure the safety, comfort, and respect of all partners and guests, clients are required to maintain appropriate, respectful, and lawful behaviour throughout their trip.
14.1. CONDUCT TOWARD PARTNERS AND STAFF
Clients must behave respectfully toward:
• Hotel staff and management
• Drivers and transport providers
• Activity operators, guides, and instructors
• Restaurant staff and service partners
• Horizon 4 You personnelAny form of aggressive, offensive, inappropriate, or disrespectful behaviour may result in immediate refusal of service by the provider.
14.2. RIGHT OF REFUSAL BY PARTNERS
Hotels, transport companies, and activity providers reserve the right to:
• Refuse check-in or access to a service
• Expel a guest from the property
• Deny participation in an activity
…if the client:
• Behaves inappropriately or aggressively
• Disturbs other guests
• Violates safety rules
• Is under the influence of alcohol or illegal substances
• Is previously blacklisted for misconductIn such cases:
• No refund or compensation will be issued
• Additional costs (new hotel, transport, etc.) are at the client’s expense14.3. THEFT, LOSS, OR DAMAGE
Horizon 4 You is not responsible for:
• Theft of personal belongings in hotel rooms, vehicles, or public spaces
• Loss or damage of personal items
• Items forgotten during activities or transfers
Clients must use hotel safes and take reasonable precautions with their valuables.14.4. DAMAGE TO HOTEL PROPERTY OR EQUIPMENT
Clients are financially responsible for:
• Any damage, breakage, or loss caused to hotel property, transport vehicles, activity equipment, or partner facilities
• Cleaning fees for excessive dirtiness or negligence
• Replacement or repair of damaged itemsIf a partner issues a damage bill:
• The client must pay the amount directly
• If the client refuses, Horizon 4 You is authorized to charge the client or retain the amount from any refundable balance14.5. ZERO TOLERANCE POLICY
Any behavior involving:
• Physical or verbal aggression
• Harassment
• Disrespect toward staff or other guests
• Illegal acts
• Damage or vandalism
…may result in:
• Immediate termination of the service
• Notification to local authorities
• Legal action, where applicableNo refund, reimbursement, or compensation will be provided in such situations.
15. Safety & Compliance During Activities
Clients must comply with all safety instructions, guidelines, and requirements provided by Horizon 4 You Travel & Tourism or any of its partners, including hotels, drivers, guides, instructors, and activity operators.
By booking any activity, the client agrees to:
• Follow all safety instructions from staff and partners
• Use equipment properly and responsibly
• Respect environmental, cultural, and legal guidelines
• Remain within designated paths, zones, or areas during activities
• Wear required safety gear (helmets, harnesses, life jackets, etc.)
Horizon 4 You and its partners reserve the right to:
• Refuse participation to any client deemed unfit or unsafe
• Interrupt or modify an activity if safety rules are violated
• Terminate participation without refund in cases of non-compliance
The agency cannot be held responsible for incidents resulting from:
• Failure to follow safety instructions
• Risky or negligent behavior
• Alcohol, drug, or substance influence
• Ignoring warnings given by staff or partners
Participation is at the client’s own risk when instructions are not respected.
16. Children Policy / Age Restrictions
Certain activities may not be suitable for children or minors due to safety, physical condition, or regulatory requirements.
16.1. GENERAL RULES
• Parents or legal guardians are fully responsible for children during any service or activity.
• Children must be supervised at all times, including in hotels, transfers, excursions, and common areas.
• Age restrictions vary depending on the activity (e.g., camel rides, hot air balloons, quad biking, trekking, rafting, etc.).16.2. ACTIVITY-SPECIFIC RESTRICTIONS
Partner companies may enforce:
• Minimum age requirements
• Height or weight restrictions
• Mandatory presence of a parent or guardian
These rules must be respected. No exceptions can be made.16.3. SAFETY & BEHAVIOR
If a child behaves dangerously or disruptively during an activity, the guide or operator may:
• Terminate the child’s participation
• Modify the activity for safety reasons
• Request that the child stay with a guardian
No refund will be issued in such cases.16.4. REQUIRED DOCUMENTATION
Some activities or accommodations may require:
• ID or passport
• Parental authorization (for minors traveling without both parents)
Clients are responsible for providing the required documents.
17. Alcohol & Drug Policy
For safety and operational reasons, strict rules apply regarding alcohol and substance use.
17.1. BEFORE AN ACTIVITY
Clients are not allowed to participate in any activity if:
• They are under the influence of alcohol
• They are under the influence of drugs or controlled substances
• They display signs of intoxication affecting judgment or coordination
In such cases:
• Participation will be refused
• No refund or compensation will be provided
17.2. DURING AN ACTIVITY
Consumption of alcohol or drugs during any activity is strictly prohibited.
Operators may terminate the activity immediately if:
• A client is intoxicated
• A client behaves dangerously or inappropriately
• The safety of the group is compromised
Termination for safety reasons grants no right to refund.
17.3. HOTELS & PUBLIC SPACES
Hotels or partners may refuse service or expel clients in cases involving:
• Excessive alcohol consumption
• Disorderly behavior
• Drug possession or use
• Endangering staff or other guests
Any additional costs related to such incidents are at the client’s expense.
17.4. LEGAL CONSEQUENCES
Illegal drug use, possession, or trafficking is subject to local laws.
Horizon 4 You declines all responsibility and may notify authorities if required by law.
18. Transportation Delays (Flights, Trains, Ferries, Buses)
Horizon 4 You Travel & Tourism cannot be held responsible for delays, cancellations, or schedule changes caused by airlines, airports, train companies, ferry operators, bus services, or any public or private transport provider not operated by us.
18.1. MISSED EXCURSIONS DUE TO DELAYS
If the client misses a booked activity, transfer, or excursion because of:
• Flight delays or cancellations
• Missed or late connections
• Train, ferry, or bus delays
• Lost luggage procedures causing late arrival
• Immigration or customs delays
• Any transport disruption beyond our control
➡️ NO REFUND OR COMPENSATION IS PROVIDED.
18.2. RESCHEDULING OPTIONS
When possible, Horizon 4 You may offer:
• A rescheduled activity on another date
• A similar alternative activity
However:
• Availability is not guaranteed
• Additional costs may apply
• Price differences between activities are borne by the client
18.3. PRIVATE TRANSFERS & WAITING TIME
For private transfers:
• Drivers will wait according to the conditions specified in the booking confirmation
• Additional waiting fees may apply for late arrivals
• If the client does not show up after the maximum waiting time, the service is considered a no-show (non-refundable)
18.4. RESPONSIBILITY OF THE CLIENT
Clients are responsible for choosing transportation schedules that allow sufficient time for:
• Delays
• Immigration procedures
• Luggage collection
• Transfer time to the meeting point
Horizon 4 You is not responsible if the chosen schedule is unrealistic or too tight.
18.5. EXTERNAL TRANSPORT STRIKES & FORCE MAJEURE
Delays caused by:
• Strikes
• Airport closures
• Weather conditions
• Technical issues
• Political events
• Public transport disruptions
…are considered external circumstances and fall under Force Majeure (see Clause 7).
In such cases, refunds depend exclusively on partner policies.
19. Personal Belongings & Valuables
Clients are fully responsible for the security of their personal belongings, luggage, documents, and valuables throughout their trip.
Horizon 4 You Travel & Tourism cannot be held liable for any loss, theft, damage, or forgotten items occurring during activities, transfers, hotel stays, or any other service provided.
19.1. ITEMS NOT COVERED BY LIABILITY
Horizon 4 You is not responsible for:
• Lost or stolen bags, wallets, phones, cameras, or electronics
• Valuables left unattended in hotel rooms, common areas, vehicles, or activity sites
• Items forgotten in vehicles, restaurants, hotels, or meeting points
• Damage caused by mishandling or improper packing
• Items lost due to client negligence or distraction
19.2. IN HOTELS OR PARTNER ESTABLISHMENTS
Hotels and partner providers have their own security policies.
We are not liable for losses occurring in:
• Rooms
• Hotel lobbies
• Spas, pools, restaurants
• Storage rooms or luggage rooms
• Parking areas
Clients must use available safety measures such as:
• In-room safes
• Hotel safety boxes
• Personal anti-theft bags
19.3. DURING ACTIVITIES & EXCURSIONS
During excursions, clients must keep valuables with them at all times.
We are not responsible for:
• Bags left in vehicles
• Items damaged during physical activities
• Water damage (rain, waterfalls, boat trips, accidental immersion)
Certain activities may expose items to higher risks (quad biking, buggy, hors rides, camel rides, hiking, trekking, boat activities…..).
Clients must ensure:
• Proper waterproof protection
• Secure fastening
• Minimizing valuables carried during activities
19.4. FORGOTTEN ITEMS PROCEDURE
If an item is forgotten:
• We may assist in contacting the hotel or provider as a courtesy only
• Retrieval is not guaranteed
• Any shipping or recovery cost is at the client’s expense
19.5. RECOMMENDATION
We strongly recommend:
• Keeping essential valuables with you at all times
• Using hotel safes for passports, cash, and jewelry
• Purchasing travel insurance covering theft or loss
20. Pricing Errors & Technical Issues
Horizon 4 You Travel & Tourism makes every effort to ensure that all prices and information displayed on our website, booking platform, and communication channels are accurate.
However, occasional technical issues may occur (system error, plugin malfunction, currency conversion bug, incorrect API response, or human oversight).20.1. RIGHT TO CORRECT ERRORS
If an incorrect price or technical mistake is displayed:
• Horizon 4 You reserves the right to cancel any reservation made under an incorrect rate
• The client will be informed as soon as the issue is identified
• A full refund will be issued if the booking is cancelled
• A corrected price will be communicated, and the client may choose to rebook at the accurate rate20.2. SITUATIONS INCLUDED
This clause applies in cases such as:
• Website technical malfunction
• Plugin or booking engine glitch
• Incorrect currency conversion
• Wrong API data from partners
• Manual input errors
• Discount codes applied incorrectly20.3. CLIENT ACKNOWLEDGMENT
By using the website and booking services, clients acknowledge that:
• Technical errors can occur on digital platforms
• Horizon 4 You is not obligated to honor rates resulting from such errors
• The agency cannot be held liable for additional expenses or losses resulting from the correction or cancellation of an erroneous booking
21. Data Protection
Horizon 4 You Travel & Tourism is committed to protecting your personal information in accordance with international data protection standards and applicable laws, including GDPR principles for European visitors.
21.1. PURPOSE OF DATA COLLECTION
We collect and process personal data only for:
• Managing bookings and payments
• Providing travel services
• Responding to inquiries
• Ensuring safety and legal compliance
• Improving user experience on the website21.2. PROTECTION & CONFIDENTIALITY
We take all reasonable measures to protect your data against:
• Unauthorized access
• Loss
• Misuse
• Disclosure
• Security breaches
Your data is stored securely and only accessible to authorized personnel or trusted partners involved in your travel arrangements (e.g., hotels, transport providers).21.3. NO SALE OF PERSONAL INFORMATION
Horizon 4 You will never sell, rent, share, or trade your personal information for marketing purposes with third parties.21.4. THIRD-PARTY PROVIDERS
Some services (secure payments, bookings, newsletters) may involve carefully selected external providers.
These partners comply with strict data protection standards.21.5. CLIENT RIGHTS
Clients may request at any time:
• Access to their data
• Correction of inaccurate data
• Deletion of personal information (when legally possible)
• Restriction of processing
• Withdrawal of consent
Requests must be submitted in writing by email to our official address.21.6. PRIVACY POLICY
All details regarding data management are described in our dedicated Privacy Policy, which is considered an integral part of these Terms.
22. Travel Insurance Requirements
Horizon 4 You Travel & Tourism strongly recommends that all clients purchase comprehensive travel insurance before participating in any of our activities, excursions, or travel services.
22.1. CLIENT RESPONSIBILITY
Clients are solely responsible for obtaining adequate insurance coverage for:
• Medical expenses
• Emergency evacuation
• Trip cancellation or interruption
• Lost or stolen belongings
• Accidents and injuries
• Personal liability
The agency cannot be held liable for losses resulting from the absence of appropriate insurance.22.2. NO COVERAGE PROVIDED BY HORIZON 4 YOU
Horizon 4 You does not provide:
• Medical insurance
• Accident insurance
• Trip cancellation insurance
• Theft or property coverage
All clients participate in activities at their own risk unless insurance is purchased independently.22.3. ACTIVITIES WITH HIGHER RISK
For certain activities (hot air balloon flights, hiking, quad biking, ATV, camel rides, boat trips, etc.), clients must ensure that their insurance policy covers:
• Outdoor adventure activities
• Sports and physical activities
• Potential injuries
Failure to verify coverage does not create any liability for Horizon 4 You.22.4. PROOF OF INSURANCE
In some cases, providers may request:
• Proof of travel insurance
• Signed liability waivers
• Medical declarations
Clients are responsible for providing these documents if required.22.5. CONSEQUENCES OF NO INSURANCE
If a client refuses or fails to obtain necessary insurance:
• Participation is at their own risk
• No compensation or refund will be provided for losses related to illness, accidents, or unforeseen events
• The agency cannot intervene for financial compensation
23. Payment Terms
All bookings must be paid according to the payment instructions provided on our website or by our team.
By completing a payment, the client agrees that:
• All payment details provided are accurate and authorized
• Some services may require a deposit or full prepayment
• Any outstanding balance must be settled before the start of the activity or trip
• Failure to complete payment may result in automatic cancellation without refund
Payment methods accepted may include:
• Credit cards
• Bank transfer
• cash money
• Online payment gateways
Any bank or transaction fees are the responsibility of the client.
24. Disputes & Governing Law
These Terms & Conditions are governed by Moroccan law.
In the event of a dispute:
• Parties must first attempt an amicable resolution
• If no agreement is reached, the dispute shall be submitted to the competent Moroccan courts
• Only the English version of these Terms & Conditions applies in case of translation conflictThe client agrees that legal jurisdiction is exclusively located in Casablanca, or Agadir or Marrakech, Morocco.
25. Final Provisions
• If any clause of these Terms & Conditions is considered invalid, the remaining clauses remain fully applicable
• Horizon 4 You may update these Terms & Conditions at any time
• The version in force at the moment of booking applies to the client
26. Contact Information
For cancellations, modifications, complaints, or inquiries:
📧 Email (mandatory): resa@horizon4you.travel / the.horizon4you@gmail.com
📞 Phone (urgent assistance): 00212 662 296054
🌐 Website: www.horizon4you.travel