Terms

General terms and conditions of sale

Booking, payment, modification and cancellation terms

These general terms and conditions of sale govern all bookings made on the website monarchtravel.ma. Any booking made on our site implies the client's unconditional and irrevocable acceptance of these terms of sale. Any client making a booking on our site must be at least 18 years old and guarantee the accuracy of the information provided on the site.

1. Purpose

This contract is a distance contract intended to define the rights and obligations of the parties in connection with a booking of one of our travel products (flight tickets, hotels, packages...) on our website monarchtravel.ma.

2. General

The website monarchtravel.ma is the property of the travel agency MONARCH TRAVEL.

Address: 15 Rue Najib Mahfoud, Quartier Gauthier, Casablanca
License no. 30/97
IATA: 54209971
Trade register: 87797
Business license: 35511318
Tax ID: 01021995
ICE: 000027064000070
Capital: 5,000,000 MAD

By using the website monarchtravel.ma, the client acknowledges having read and accepted these terms of use and undertakes to ensure the accuracy of the information provided through this site when making a booking.

3. Booking procedure

Once on monarchtravel.ma, the client has access to a wide range of travel offers, some of which are promotional. After choosing an offer, the client reaches a detail page with the itinerary and an indicative price, and can fill in the booking form (full name, email, phone, address, remarks) so that one of our agents can contact them to finalise the quote. Monarchtravel.ma is not currently equipped with an online payment system and serves as a showcase for our offers: the client submits a request, then completes the booking and payment with our agents.

a. Flight ticket bookingThe site allows the client to get in touch with an agent who helps find the best flight ticket, confirmed by bank transfer or payment at the agency. The airline's conditions apply to the purchased ticket. MONARCH TRAVEL is not responsible for schedule changes due to air traffic regulation, weather conditions or airline operational requirements. It is the client's responsibility to verify flight times before travelling. In case of denied boarding, cancellation or delay, the client must first file a claim directly with the airline. One checked bag and one cabin bag are generally included (except with low-cost airlines); any excess baggage is charged separately.

b. Hotel bookingOffers display an indicative rate per night. After the booking form, an agent contacts the client to reconfirm the choice and send a quote, on the basis of which payment is made before final confirmation and issuance of the voucher. The client must present the voucher on arrival and comply with check-in/check-out times. Star ratings reflect the overall quality, service level and amenities of the property, for information purposes only.

c. Package bookingPackages (stays or tours) combine several services - flight, transfers, hotel and other services detailed in the offer. Booking follows the same procedure: request via the form, reconfirmation by an agent, then voucher issued after payment.

d. Tailor-made tripsThe site allows the client to contact an agent directly to build a custom travel programme according to their dates and desired services.

e. Business travelMoroccan or multinational companies benefit from dedicated service and follow-up by one or more agents, via a form available on the "Corpo" page, for a specific service or the organisation of a MICE event (conferences, incentives, team-building, product launches) or a more advanced partnership.

4. Confirmation and voucher

Final confirmation of the booking can only be made after full payment of the order, based on the final quote agreed with an agent by email or at the agency. Following final confirmation, MONARCH TRAVEL issues a voucher (service exchange note) in the client's name, which is neither transferable nor exchangeable.

5. Checking the travel file

Once the offer is confirmed by payment, the client must check the entire travel file to avoid any omission on their part or the agent's: for flight tickets, departure and destination, airports, dates and times, airline and flight number, passenger information (passport, first and last name, etc.) and baggage allowance; for hotels, voucher information, travellers' full names, children's ages, room category, stay dates and meal plan (breakfast, half board, full board or all-inclusive).

6. Selling price

Our selling prices are displayed in Moroccan dirhams (MAD), all taxes included, and valid at the time they are viewed. They may be indicative and approximate ("from") until the price is finally confirmed by the agent, subject to availability at the time of payment. The detail of each offer clearly states what is included and what is not. In packages, the hotel name is shown for information purposes followed by "or similar": if that hotel's room allotment is reached, a property of equivalent category is systematically offered instead.

Our promotional rates are displayed with their validity period. For the same trip, clients may therefore have paid different prices; clients who paid the standard rate cannot claim any retroactive refund.

7. Payment

As monarchtravel.ma is not connected to an online payment system, payment is made offline only, directly at our agency, once the offer and price have been agreed with an agent (by phone or email):

Cash: on site, with a signed and stamped payment receipt referencing the travel file
Bank card: directly at the agency via the card terminal, with a payment slip
Bank cheque: at the agency with a receipt; not accepted for departures within 7 days
Gift voucher: reserved for clients of companies with an agreement with MONARCH TRAVEL, presented at the agency at the time of confirmation and payment

8. Modification, cancellation and refund

Any confirmed and paid booking is firm, subject to the modification and cancellation terms agreed at the time of booking, generally based on those of our partner suppliers (hotels, carriers, airlines). Any modification incurs fees or a price difference payable by the client.

Any cancellation incurs fees that may reach up to 100% penalty depending on the specific booking conditions. Even in the case of a fee-free cancellation, administrative, insurance and visa fees are not refunded. For any agreed refund amount, MONARCH TRAVEL offers the client either a refund or a credit note for a future booking.

No refund request is accepted in the event of a no-show or a modification made by suppliers (hoteliers, airlines) beyond MONARCH TRAVEL's control. As an intermediary between clients and travel service providers, MONARCH TRAVEL can only handle claims falling under its direct responsibility.

9. Before travelling

After any confirmed and paid booking, the client must independently check that their documents are up to date: passport validity, entry requirements for the destination country, and any other necessary documents (visa, exit authorisation, parental authorisation...). MONARCH TRAVEL is not responsible in case of denied boarding or entry by the authorities.

10. Insurance

Taking out travel insurance is the client's responsibility, to cover at least cancellation costs as well as assistance costs (repatriation, accident, illness abroad). The client must comply with the insurance company's requirements and provide accurate information. All insurance must be paid at the time of booking and is non-refundable.

11. Complaints

In the event of a complaint, the client must first contact the relevant supplier. If the supplier does not resolve the issue, the client may contact MONARCH TRAVEL at +212 5 22 47 00 70 or by email at reservation@monarchtravel.com. If no solution is provided, the complaint must be sent officially by registered mail to MONARCH TRAVEL's head office, with supporting documents, within a maximum of 7 days after the end of the trip. The duration of our investigation with the relevant departments will determine our response time.

12. Loss and damage

In the event of damage to or loss of baggage under the airline's responsibility, a report must be filed with the airport or airline authorities as soon as the incident is noted. Clients are advised not to leave valuables or jewellery unattended: MONARCH TRAVEL cannot be held liable for theft, damage or loss of such items.

13. Liability

On a national level, MONARCH TRAVEL is liable for the quality of the direct services it provides; its liability may only be engaged in the event of gross negligence or proven fault, and only for direct and proven damages, excluding any indirect damage or loss of profit. For international travel, MONARCH TRAVEL's liability is limited or excluded in accordance with international conventions. It cannot be held liable in the event of an omission by a third party unrelated to the service sold, an omission by the client, or a case of force majeure.

14. Weather

MONARCH TRAVEL cannot be held liable for travel disruption caused by adverse or unusual weather conditions.

15. Reduced mobility

Any client with reduced mobility or requiring special assistance for any reason must inform MONARCH TRAVEL at the time of booking. MONARCH TRAVEL cannot be held liable for any loss suffered by the client if it or its suppliers are unable to meet such special requests.

16. Confidentiality

The processing of personal data provided when booking is governed by our privacy policy, in accordance with Moroccan law 09-08.

17. Jurisdiction

In the event of a dispute arising from a booking, the parties undertake to seek an amicable settlement. Failing agreement, exclusive jurisdiction is granted to the Commercial Court of Casablanca.

Last updated: January 12, 2026