Rückerstattungs- und Stornierungsbedingungen

1. Purpose and scope

This Refund and Cancellation Policy explains the rules that apply when a customer cancels, misses, reschedules, or is unable to complete an experience booked through Sabarat.

It also explains what happens when an experience is affected by weather, safety conditions, an Operator emergency, or another operational issue.

This Policy forms part of the Sabarat Terms of Service.

Nothing in this Policy limits a mandatory consumer right or remedy that cannot lawfully be excluded under applicable Moroccan law.

2. Booking requests that have not been confirmed

Submitting a booking request does not guarantee availability and does not create a confirmed booking.

When Sabarat rejects or cannot fulfil a request before confirmation:

• the customer is not required to attend;
• no experience fee is owed for that rejected request; and
• any amount already collected for the rejected request will be refunded, unless it relates to a separate service already fully provided and lawfully disclosed.

3. Customer cancellation deadline

A customer may cancel a confirmed booking and receive a refund of refundable amounts only when Sabarat receives the cancellation request more than 24 hours before the scheduled start time.

A cancellation request received 24 hours or less before the scheduled start time is not eligible for a refund, unless mandatory law requires otherwise or Sabarat expressly approves an exception.

The scheduled start time is the time stated in the most recent booking confirmation or formally approved update.

4. How to cancel

A cancellation request must be submitted through one of Sabarat's approved methods, such as:

• the booking tracking or cancellation feature;
• Sabarat's complaint or support form; or
• email to support@sabarat.com.

The request should include:

• the booking reference;
• customer name;
• experience name;
• scheduled date and time;
• contact information; and
• a clear request to cancel.

A cancellation is not complete simply because the customer attempted to send a message. The customer should retain the cancellation confirmation issued by Sabarat.

When the request was sent before the deadline but delivery was delayed by a documented Sabarat system failure, Sabarat will evaluate the request fairly using available evidence.

5. Eligible customer cancellations

When a valid cancellation request is received more than 24 hours before the scheduled start time, Sabarat will cancel the booking and coordinate a refund of refundable amounts.

This includes:

• the experience amount already paid;
• a refundable booking fee;
• a refundable platform fee; and
• other prepaid amounts not already lawfully consumed for a separate completed service.

When payment was made directly to an Operator, Sabarat will coordinate the refund with that Operator.

When payment was made online through Sabarat, the refund will ordinarily be returned to the original payment method unless another lawful method is agreed.

6. Late cancellations

A cancellation request received 24 hours or less before the scheduled start time is not refundable.

This rule applies because Operators reserve staff, vehicles, equipment, transport capacity, schedules, and other resources for confirmed customers.

Sabarat may, at its discretion and subject to availability, offer a rescheduling option. A discretionary rescheduling is not guaranteed and does not create a general right to a refund.

7. No-shows

A customer is treated as a no-show when the customer:

• does not attend the experience;
• is not present at the confirmed pick-up or meeting point;
• cannot be reached using the contact information provided;
• departs before participation without a reason caused by the Operator; or
• fails to complete an eligible cancellation.

No-shows are not refundable.

8. Late arrival

Customers are responsible for arriving at the confirmed time and place.

When a customer arrives late, the Operator may, where reasonably possible:

• provide the remaining portion of the experience;
• shorten the experience;
• adjust the itinerary;
• offer a later available departure; or
• determine that participation is no longer operationally possible.

Neither Sabarat nor the Operator guarantees that lost time can be made up.

An experience that is shortened, modified, or missed due to customer lateness is not refundable.

Additional costs caused by customer lateness may only be charged if they are reasonable, directly related to the delay, and disclosed before the customer accepts them.

9. Customer eligibility and safety refusal

Each listing may contain activity-specific requirements relating to age, weight, height, pregnancy, mobility, health, recent injury, fitness, identification, clothing, guardian consent, alcohol or drug consumption, or another safety condition.

The customer is responsible for reviewing and complying with these requirements before booking and attending.

When an Operator refuses, stops, shortens, or modifies participation because the customer:

• ignored a clearly disclosed restriction;
• provided false or incomplete eligibility information;
• failed to disclose requested relevant information;
• appears intoxicated or affected by drugs;
• refuses to follow safety instructions;
• lacks required identification, clothing, consent, or equipment;
• behaves dangerously or abusively; or
• otherwise creates a safety risk,

the booking is not refundable.

When participation is stopped for a general safety reason not caused by the customer, the weather, Operator cancellation, or operational disruption rules in this Policy will apply instead.

10. Weather cancellations

Outdoor and adventure experiences may depend on weather and environmental conditions.

When Sabarat or the Operator determines that an experience cannot proceed safely due to weather, the customer will receive priority rescheduling.

Where reasonably possible, the new booking will be offered:

1. for the following day; or
2. for the earliest reasonably available date acceptable to the customer and the Operator.

Weather-related rescheduling does not require an additional experience payment when the replacement is materially equivalent.

When no reasonable replacement date or comparable alternative can be arranged, Sabarat will coordinate a refund of the amount paid for the affected experience.

A customer is not entitled to a weather refund simply because the customer personally dislikes the forecast when Sabarat and the Operator determine that the experience can proceed safely.

11. Emergencies and Operator cancellations

Operators are expected to honour confirmed bookings.

An Operator may cancel or become unable to perform due to a genuine emergency, illness, mechanical problem, authority decision, safety concern, force majeure event, or another serious operational circumstance.

In that situation, Sabarat may offer:

• a suitably qualified replacement Operator;
• an equivalent experience;
• a new date or time;
• credit, if the customer agrees; or
• a refund.

The customer will not be required to accept a materially different replacement experience.

When no suitable replacement or rescheduling option is available, Sabarat will coordinate a refund of the amount paid for the affected experience.

12. Operational changes

For safety or operational reasons, Sabarat or an Operator may reasonably change a non-essential detail such as:

• departure or pick-up time;
• pick-up or meeting location;
• guide, pilot, driver, or instructor;
• route or itinerary;
• vehicle or equipment;
• order of activities;
• stop, launch, or landing point; or
• estimated duration.

Where the essential nature of the confirmed experience remains available, a reasonable non-essential change does not automatically create a right to cancel or receive a refund.

When a change is material, Sabarat will offer fair remedy, which may include an alternative, rescheduling, partial refund, or full refund depending on the circumstances and services already provided.

13. Customer-requested rescheduling

A customer may request to reschedule, but approval is subject to availability.

A request made more than 24 hours before the scheduled start time may be approved without cancellation charges if the Operator and the requested replacement slot are available.

A request made 24 hours or less before the scheduled start time is not guaranteed. If Sabarat or the Operator cannot accommodate it, the booking remains subject to late cancellation and no-show rules.

A booking is not rescheduled until Sabarat issues a written or electronic confirmation of the new date or time.

14. Partial completion

When an experience is partially completed and cannot continue due to weather, safety, authority instructions, or another reason not caused by the customer, Sabarat will assess the circumstances fairly.

The available remedy may include:

• completion on another date;
• an alternative activity;
• credit accepted by the customer;
• a partial refund; or
• another reasonable resolution.

The remedy will take into account the proportion and value of the service already provided, unavoidable costs, the reason the experience stopped, and applicable law.

When the interruption was caused by customer misconduct, lateness, ineligibility, refusal to follow instructions, or voluntary withdrawal, no refund is owed.

15. Refund processing time

Approved refunds are ordinarily processed within 24 hours to seven calendar days after approval.

The time required for funds to appear may depend on:

• the original payment method;
• the customer's bank;
• a payment provider;
• the Operator holding funds;
• weekends or public holidays;
• fraud or identity checks; and
• technical or regulatory requirements.

Sabarat is not responsible for additional processing time caused solely by a bank or payment intermediary, but will provide reasonable assistance when needed.

16. Cash payments and Operator-held funds

When the customer paid in cash or paid the Operator directly, the Operator may be responsible for returning the approved amount.

Sabarat will coordinate and document the refund request, but the physical return of funds may depend on the Operator receiving the required payment information or arranging a lawful repayment method.

An Operator may not refuse an approved refund solely because payment was made in cash.

17. Booking and platform fees

Sabarat may introduce booking fees, service fees, deposits, or platform fees.

Any such fee will be disclosed before payment.

Unless a different legal condition is clearly stated and accepted before payment:

• a booking or platform fee is refundable when the customer completes an eligible cancellation more than 24 hours before the scheduled start time;
• it is not refundable for a late cancellation, no-show, customer-caused safety refusal, or customer-caused participation failure; and
• it is refundable when Sabarat or the Operator cancels and no suitable replacement or rescheduling option is accepted.

18. Duplicate or incorrect charges

A customer should contact Sabarat promptly when the customer believes a payment was:

• duplicated;
• unauthorised;
• processed for an incorrect amount;
• collected for a rejected booking; or
• otherwise made in error.

Sabarat will investigate and refund any amount confirmed to have been collected in error.

Submitting a truthful payment dispute does not violate the Terms of Service. Fraudulent or dishonest chargebacks may result in account restrictions and recovery action.

19. Promotions, credits, and vouchers

When Sabarat offers a promotional credit, voucher, or discount, separate conditions may apply.

Unless the promotion states otherwise:

• promotional amounts are not redeemable for cash;
• an expired promotion is not refundable;
• the paid portion of an eligible booking will be refunded in accordance with this Policy; and
• any restored credit may retain its original conditions or expiry date.

20. Complaints and refund disputes

A customer who disagrees with a cancellation or refund decision should submit a complaint through:

• https://sabarat.com/complaints; or
• support@sabarat.com.

The complaint should include:

• booking reference;
• customer name and contact information;
• experience date;
• cancellation or incident details;
• relevant messages, receipts, photographs, or documents; and
• the remedy requested.

Sabarat will review the booking record, timing, communications, listing requirements, Operator information, and applicable law.

Parties should attempt a friendly resolution before formal proceedings.

21. Abuse and fraud

Sabarat may reject a refund request when there is reasonable evidence of:

• false information;
• fabricated evidence;
• duplicate recovery attempts;
• fraudulent chargebacks;
• review or complaint manipulation;
• deliberate damage;
• account abuse; or
• another dishonest attempt to obtain money or services.

This does not affect a customer's right to submit a genuine complaint or payment dispute.

22. Governing law and mandatory rights

This Policy is governed by the laws of the Kingdom of Morocco.

Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded.

When a provision conflicts with a mandatory legal requirement, the mandatory requirement applies and the remaining provisions continue in effect.

23. Language

This Policy may be available in several languages.

The English version is the controlling version where translated versions conflict, to the extent permitted by applicable law.

Translations do not remove or reduce mandatory consumer rights.

24. Changes to this Policy

Sabarat may update this Policy to reflect changes in booking operations, payment methods, legal obligations, or customer support processes.

The version applicable to a confirmed booking will ordinarily be the version in effect when the booking was confirmed, unless a subsequent change is required by law or is more favourable to the customer.

The current version and effective date will be posted on this page.

25. Contact information

Questions about cancellations and refunds may be sent to:

Sabarat Marrakech, Morocco Email: support@sabarat.com