Cancellation & Refund Policy

The Tangier Experience

Last updated: October 23, 2026

1. Our Commitment

At The Tangier Experience, we understand that travel plans can change.

Our aim is to provide a clear, fair, and transparent cancellation policy that gives travelers peace of mind while allowing us to organize every private experience with the attention and professionalism it deserves.

This policy applies to bookings made directly through www.thetangierexperience.com and forms part of our Terms & Conditions.

Bookings made through third-party platforms are governed by the cancellation conditions communicated on those platforms, without prejudice to applicable legal rights.

2. Bookings and Deposits

To confirm an online reservation, customers generally pay a 30% deposit of the total experience price.

The remaining 70% is payable on the day of the experience, according to the instructions provided in the booking confirmation.

Cancellation conditions apply to amounts actually paid.

For example, for an experience costing €200, the deposit is €60. If a full refund applies, the customer receives the entire €60 paid.

Specific conditions disclosed before booking take precedence for the services to which they relate, to the extent permitted by applicable law.

3. Cancellations by Customers

Cancellation at least 72 hours before the experience

Customers may cancel their booking at least 72 hours before the confirmed start time and receive a full refund of the deposit paid.

Cancellation less than 72 hours before the experience

For cancellations made less than 72 hours before the confirmed start time, the 30% deposit is non-refundable, except where an exception under this policy or applicable law applies.

The outstanding 70% will not be charged for an ordinary customer cancellation if it has not already been collected.

These general terms are subject to any specific conditions previously disclosed for experiences involving ferry tickets or other third-party services.

4. Date Changes

If you need to change the date of your experience, please contact us as early as possible.

Date changes may be made free of charge when availability permits and the modification does not result in additional external costs.

If a change involves price differences or non-recoverable supplier charges, these will be communicated before the modification is confirmed.

The new date is considered confirmed only when accepted by The Tangier Experience.

5. Cancellations by The Tangier Experience

If we are exceptionally unable to operate a confirmed experience because of team availability, operational circumstances, or other reasons attributable to our organization, we will offer:

• An alternative date, subject to your acceptance.

• An equivalent experience, if available and acceptable to you.

• A full refund of all amounts paid.

If you do not wish to accept an alternative, we will refund 100% of the amount you have paid.

For example, if you paid a €60 deposit for a €200 experience, you will receive the full €60 back.

This provision does not limit any additional rights available under applicable law.

6. Cruise Passenger Excursions

We understand that cruise itineraries may change because of weather, port conditions, or operational decisions.

If your cruise operator cancels the port call in Tangier and you are unable to participate in your booked excursion, we will offer rescheduling where possible or a full refund of the deposit paid, provided no service has been delivered.

Please notify us as soon as you become aware of the canceled port call and provide the cruise line's notification where available.

This condition applies to private excursions booked directly with The Tangier Experience and does not cover amounts paid to the cruise operator.

Delays that still allow an adapted experience to take place will be handled individually in agreement with the customer.

7. Day Trips from Tarifa Including Ferry Tickets

Experiences that include round-trip ferry tickets between Tarifa and Tangier are also subject to certain conditions imposed by the ferry operator.

Before confirming a booking, customers will be informed of any specific cancellation conditions and non-recoverable charges associated with tickets or other services purchased specifically for their experience.

For customer cancellations made at least 72 hours in advance, the general free cancellation policy applies, except for non-recoverable charges that were clearly identified and accepted before booking, where retaining those charges is legally permitted.

If the ferry operator cancels a crossing because of adverse weather, sea conditions, port restrictions, or other operational circumstances, we will offer an alternative date whenever possible.

If the journey cannot take place and the customer does not accept the alternative date, we will arrange the refund due according to passenger rights, supplier obligations, and the services that could not be delivered.

Cancellation penalties will not automatically apply to disruptions outside the traveler's control where applicable law provides a right to a refund.

8. Weather, Safety and Exceptional Circumstances

The safety of our travelers, guides, and drivers is a priority.

If an experience cannot operate safely due to adverse weather, official restrictions, transport disruptions, or other exceptional circumstances, we will contact the customer to discuss available options.

These may include an itinerary adjustment, an alternative date, or cancellation.

When The Tangier Experience cancels an experience before it begins and no service has been delivered, we will fully refund the amounts collected for that experience, without prejudice to any other applicable legal rights.

For experiences involving third-party services, the obligations of those providers and the traveler's corresponding rights will also be taken into account.

9. Late Arrivals and No-Shows

Customers are responsible for arriving at the confirmed meeting point on time.

If you expect to be delayed, please notify us as soon as possible.

We will make reasonable efforts to adapt the arrangements where operationally possible.

In the event of a no-show without prior notice, or where a delay attributable to the customer prevents the experience from taking place, the deposit is non-refundable unless applicable law requires otherwise.

Outstanding amounts that have not been collected will not automatically become payable, subject to any validly agreed specific arrangements.

10. How to Request a Cancellation

To cancel or modify a booking, please contact us using:

Email: concierge@thetangierexperience.com

WhatsApp: +212 672 662 484

Please include your booking reference, the lead traveler's name, the experience date, and the reason for your request.

The cancellation notice period is calculated from the time your request is received through our official contact channels to the confirmed start time of your experience, using Tangier local time.

We will acknowledge receipt and explain the applicable cancellation conditions.

11. Refund Processing and Timing

Eligible refunds will be processed through the original payment method whenever technically possible.

For bookings paid through Shopify, we will initiate the applicable refund through our order management system.

Once issued, the time required for the funds to appear in your account depends on the payment provider and your bank.

Card refunds may take several business days and, in some cases, approximately 10 business days or longer, depending on the provider and bank.

The Tangier Experience does not control the internal processing times of financial institutions.

If a refund cannot be processed through the original payment method, we will contact you to arrange a secure alternative.

12. Consumer Rights

This policy sets out our commercial cancellation terms for travel experiences reserved for specific dates.

Certain tourism services and leisure activities scheduled for specific dates may be subject to exceptions to the general statutory right of withdrawal, depending on applicable law.

Nothing in this policy excludes or restricts mandatory consumer rights available under applicable legislation.

13. Contact

For questions about cancellations, date changes, or refunds, please contact:

The Tangier Experience

Operator: Badr Maazouz

Address: Rue Ibn Abou 31, Kasbah, Tangier, Morocco

Email: concierge@thetangierexperience.com

WhatsApp: +212 672 662 484

Website: www.thetangierexperience.com

We are committed to handling every request with transparency, professionalism, and personalized attention.

The Tangier Experience — Private & Boutique Experiences in Tangier.