HAYYA MOROCCO LTD
Last updated: 09-10-2026
At Hayya Morocco, we want every traveller to book with confidence and understand the conditions that apply to their chosen experience, activity, or tour.
Because our experiences are provided by different local partners and may involve different arrangements, cancellation conditions can vary from one booking to another.
This policy explains how cancellations, changes, and refunds are handled.
1. Cancellation Terms for Each Experience
Each experience, activity, or tour offered through Hayya Morocco may have its own cancellation conditions.
Before completing a booking, customers should carefully review the cancellation information displayed on the relevant experience or tour page.
The cancellation terms applicable to a confirmed booking are those disclosed to the customer before purchase and included or referenced in the booking confirmation.
These terms may specify:
- The deadline for cancelling a booking.
- Whether a full or partial refund is available.
- Any applicable cancellation charges.
- Whether rescheduling is permitted.
- Special conditions for private bookings, group experiences, or multi-day tours.
Specific booking conditions apply subject to applicable consumer protection laws and any mandatory statutory rights.
2. How to Request a Cancellation
To request the cancellation of a confirmed booking, please contact Hayya Morocco using the booking contact details provided below.
Email: contact@hayyamorocco.com
Telephone: +212 623-671750
Please provide:
- Your booking reference.
- The name used for the reservation.
- The booked experience or tour.
- The scheduled date and time.
- A brief description of your request.
We will review your request against the cancellation conditions applicable to your booking and any relevant legal obligations.
Cancellation deadlines are calculated using the local time at the destination unless the booking conditions expressly specify otherwise.
We recommend submitting requests in writing so that both parties have a record.
3. Refund Eligibility
Refund eligibility depends on the specific conditions accepted at the time of booking, the circumstances of the cancellation, and applicable law.
Depending on those conditions, a cancellation may qualify for:
- A full refund.
- A partial refund.
- An alternative date or experience, if mutually agreed.
- No refund where a lawful and clearly disclosed cancellation condition applies.
Any cancellation charge must comply with applicable law, including requirements concerning fairness and proportionality.
Nothing in this policy limits or excludes statutory rights that cannot legally be restricted.
4. Late Arrivals and No-Shows
Customers are responsible for arriving at the agreed meeting point or pickup location at the confirmed time.
If a customer arrives late or does not attend, their eligibility for a refund or rescheduling will depend on the applicable booking conditions and the circumstances involved.
Where possible, customers should notify Hayya Morocco as soon as they become aware of a delay.
A refund is not automatically excluded where applicable law requires a different outcome.
5. Changes Requested by Customers
Requests to change the date, time, number of participants, or other booking details are subject to availability and the terms of the relevant experience.
Additional costs may apply where clearly disclosed and lawfully chargeable.
A booking change is only confirmed when Hayya Morocco communicates its acceptance and the updated arrangements to the customer.
6. Cancellation or Changes by Hayya Morocco or a Service Provider
An experience may occasionally need to be changed or cancelled because of operational difficulties, safety concerns, unsuitable weather, service-provider issues, or other circumstances.
If we or the relevant service provider cannot deliver a confirmed booking as agreed, we will inform the customer as soon as reasonably possible.
Depending on the circumstances and applicable legal obligations, customers may be offered:
- A suitable alternative date.
- A comparable alternative experience.
- An appropriate refund of payments for services that cannot be provided.
Customers will not be required to accept an alternative where applicable law entitles them to a refund.
For bookings legally classified as package travel, additional statutory protections may apply.
7. Weather, Safety, and Extraordinary Circumstances
Some outdoor activities depend on weather conditions, local access, equipment availability, and the professional safety assessment of the activity provider.
Safety remains a priority.
Where weather or other circumstances prevent an activity from proceeding safely, we will assess available alternatives and refund rights in accordance with the booking conditions and applicable law.
Extraordinary circumstances do not automatically eliminate statutory refund rights. Additional protections may apply to bookings classified as package travel.
8. Multi-Day Tours and Package Travel Rights
Some multi-day travel arrangements may qualify as package travel under applicable legislation.
Where the UK Package Travel and Linked Travel Arrangements Regulations 2018 apply, customers may have additional rights concerning cancellations, significant booking changes, extraordinary circumstances, refunds, and the performance of travel services.
In circumstances covered by those Regulations, legally required refunds will be provided within the statutory deadlines, including the 14-day deadline where applicable.
These statutory protections take precedence over any inconsistent provision in an individual tour cancellation policy.
Not every multi-day tour automatically qualifies as a regulated package; classification depends on the services included and how the booking is sold.
9. Refund Processing
Where a refund is approved or legally required, Hayya Morocco will arrange for the eligible amount to be returned through the appropriate payment channel.
Refunds will normally be directed to the original payment method, subject to payment-provider procedures.
The time required for funds to appear in the customer’s account may vary depending on the bank, card network, currency, and payment provider.
Any deductions or cancellation charges must be clearly justified, consistent with the booking terms, and permitted by applicable law.
Where a statutory refund deadline applies, that deadline takes precedence over ordinary administrative processing arrangements.
10. Deposits and Partial Payments
Some bookings may involve an advance deposit or partial payment.
Where applicable, the amount due, payment schedule, and any cancellation conditions associated with those payments should be displayed or communicated before the booking is completed.
A deposit is not automatically non-refundable merely because it is described as a deposit.
The treatment of advance payments remains subject to the agreed booking conditions and applicable consumer protection laws.
11. Problems with a Booked Experience
If a booked experience is not provided as agreed, or the customer encounters a significant problem during the activity, they should contact Hayya Morocco as soon as reasonably possible.
We will review the circumstances, communicate with the relevant provider where necessary, and consider any remedy required under the contract or applicable law.
Customers retain their mandatory consumer rights.
12. Contact and Assistance
For cancellation requests, refund questions, or concerns about a booking, please contact:
HAYYA MOROCCO LTD
Website: https://hayyamorocco.com
Email: contact@hayyamorocco.com
Telephone: +212 623-671750
Please include your booking reference in all correspondence.
13. Policy Updates
We may update this policy to reflect changes in our services, operational procedures, or applicable laws.
Updates will be published on this page with a revised date.
Changes will not retrospectively remove contractual or statutory rights relating to bookings already confirmed.