Cancellation Policy

Overview

At Zenithska Glow, we understand that plans can change. This Cancellation Policy outlines the terms and conditions that apply when you need to cancel, modify, or reschedule an excursion or adventure tour booked through our platform. By completing a booking with Zenithska Glow, you acknowledge and agree to the cancellation and refund terms described below.

This policy applies to all excursions, day trips, adventure tours, and related activities operated or facilitated by Zenithska Glow in the Agadir region and throughout Morocco. Certain premium or specialty excursions may be subject to additional cancellation terms, which will be clearly communicated at the time of booking.

All cancellation requests must reference your booking confirmation number and be submitted via email at info@zenithska.io or by contacting our team at +212 528 123 456. The date and time of cancellation is determined by when we receive and acknowledge your request.

Cancellation by Customer

If you need to cancel your booking, the refund you receive depends on how far in advance you notify us before the scheduled departure time of your excursion. Please review the tiered refund schedule below:

All cancellation times are calculated based on the local time in Agadir, Morocco (GMT+1). Partial attendance or early departure from an excursion does not qualify for a partial refund.

Modifications & Rescheduling

We offer flexible rescheduling options to accommodate changes in your travel itinerary. The following terms apply:

• Rescheduling requests made 48 hours or more before departure can be accommodated free of charge, subject to availability on the new preferred date.
• Rescheduling requests made less than 48 hours before departure are treated as cancellations and are subject to the refund tiers outlined above.
• Each booking may be rescheduled once without penalty. Any subsequent rescheduling will incur an administrative fee of 50 MAD per person.
• Date changes are subject to availability. If your preferred alternative date is unavailable, you may choose another available date or cancel under the standard policy.
• Requests to change the type of excursion (e.g., switching from a desert safari to a surfing lesson) are treated as a new booking. The original booking will be cancelled under the standard cancellation terms.

To request a modification, please contact us at info@zenithska.io with your booking confirmation number and the details of the change you would like to make.

Cancellation by Zenithska Glow

Zenithska Glow reserves the right to cancel any excursion or tour for reasons beyond our reasonable control. In all cases of operator-initiated cancellation, you will receive a <strong>full refund</strong> with no processing fee deducted. Circumstances that may lead to cancellation include, but are not limited to:

• Adverse weather conditions: High winds, sandstorms, heavy rain, rough seas, or any weather deemed unsafe for the planned activity by our safety team.
• Safety concerns: Equipment malfunctions, road closures, government-issued travel advisories, or any situation that could compromise participant safety.
• Minimum participant requirements: Certain group excursions require a minimum number of participants to operate. If the minimum is not met, we will notify you at least 24 hours in advance and offer an alternative date or a full refund.
• Force majeure events: Natural disasters, political unrest, pandemics, government restrictions, or other extraordinary circumstances.
• Guide or vehicle unavailability: Unforeseen illness of a guide or mechanical issues with transport vehicles where no suitable replacement is available.

When we cancel an excursion, we will make every effort to offer you a comparable alternative date or activity. If no suitable alternative is available, a full refund will be processed within 5–10 business days.

No-Show Policy

If you fail to appear at the designated meeting point at the scheduled departure time without prior notice, this will be classified as a <strong>"no-show"</strong> and <strong>no refund</strong> will be issued.

• Our excursions depart promptly at the time indicated in your booking confirmation. A grace period of 15 minutes is allowed; after this period, the excursion will depart without you.
• If you have arranged hotel pick-up and are not available at the designated pick-up location within 10 minutes of the scheduled time, the driver will proceed to the next pick-up. You will not be entitled to a refund.
• Late arrivals who miss the departure may not join the excursion in progress for safety and logistical reasons.

We strongly recommend arriving at the meeting point at least 10 minutes before the scheduled departure time. If you anticipate a delay, please contact us immediately so we can assist.

Group Bookings

Group bookings (6 or more participants) are subject to the following additional cancellation terms:

• A non-refundable deposit of 20% of the total booking value is required at the time of reservation to secure the group booking.
• Full cancellation of a group booking made 7 days or more before the excursion date will receive a refund of 80% of the total paid amount (the deposit is non-refundable).
• Full cancellation made 3–7 days before the excursion will receive a 50% refund of the remaining balance (excluding the deposit).
• Full cancellation made less than 3 days before the excursion will not be eligible for any refund.
• Reducing the number of participants by 50% or more within 48 hours of departure is treated as a full cancellation.
• Individual participant cancellations within a group are handled under the standard individual cancellation policy, provided the group still meets the minimum participant requirement for any applicable group discount.

For custom or private group excursions, cancellation terms may vary and will be detailed in your group booking agreement. Please contact our team for specific group booking inquiries.

Special & Premium Excursions

Certain excursions classified as "Premium" or "Special" — including but not limited to multi-day desert expeditions, private helicopter tours, luxury yacht charters, and overnight Atlas Mountain treks — are subject to stricter cancellation terms due to the advanced logistical arrangements and third-party commitments involved.

• A non-refundable deposit of 30% is required at the time of booking for all premium excursions.
• Cancellations made 7 days or more before departure: refund of 70% of the total booking value (deposit forfeited).
• Cancellations made 3–7 days before departure: refund of 40% of the total booking value.
• Cancellations made less than 3 days before departure: no refund.
• Specific cancellation terms for each premium excursion will be displayed on the excursion listing page and included in your booking confirmation email.

We encourage customers to review the specific terms for premium excursions carefully before completing their booking and to consider purchasing travel insurance for additional protection.

Refund Process

Once a cancellation is confirmed, refunds are processed according to the following guidelines:

• Processing time: Approved refunds are initiated within 3 business days of the cancellation confirmation. Please allow an additional 5–10 business days for the funds to appear in your account, depending on your payment provider and financial institution.
• Refund method: Refunds are issued to the original payment method used at the time of booking. We are unable to process refunds to alternative accounts or payment methods.
• Currency: All refunds are processed in Moroccan Dirham (MAD). If you paid in a foreign currency, the refund amount may vary slightly due to exchange rate fluctuations. Zenithska Glow is not responsible for any differences caused by currency conversion.
• Confirmation: You will receive an email confirmation once your refund has been initiated, including the refund amount and estimated arrival date.
• Disputes: If you have not received your refund within 15 business days of the cancellation confirmation, please contact us with your booking reference number so we can investigate.

For payments made in cash at our office or to a local guide, refunds will be arranged via bank transfer. You will need to provide your bank account details (IBAN) to facilitate this process.

Travel Insurance Recommendation

Zenithska Glow strongly recommends that all customers purchase comprehensive travel insurance before traveling to Morocco and booking excursions with us. A suitable travel insurance policy can provide coverage for:

• Trip cancellation and interruption due to unforeseen personal circumstances (illness, family emergencies, visa issues).
• Medical expenses and emergency evacuation during adventure activities.
• Lost, stolen, or damaged personal belongings during excursions.
• Travel delays and missed connections that may prevent you from attending a booked excursion.

Please ensure your insurance policy covers adventure and outdoor activities if you are booking excursions such as quad biking, surfing, sandboarding, camel trekking, or hiking, as standard travel policies may exclude these activities.

Zenithska Glow does not sell or broker travel insurance. We recommend consulting with your travel agent or a reputable insurance provider to find a policy that suits your needs. Please note that our cancellation policy applies regardless of whether you hold travel insurance.

Contact Us

If you have any questions about this Cancellation Policy, need to request a cancellation or modification, or require assistance with a refund, please do not hesitate to reach out to our customer support team:

For urgent cancellation requests outside of office hours, please send an email with "URGENT CANCELLATION" in the subject line along with your booking confirmation number. We will process your request as soon as our team is available on the next business day.