Terms & Conditions
The following Terms & Conditions form the basis of the contract between Merzouga Luxury Desert Camp (“the Camp”, “we”, “us”, “our”) and the guest, group leader, travel agent, or booking party (“you”, “your”, “guest”, “client”).
These Terms & Conditions, together with any booking confirmation, pricing details, itinerary information, cancellation policy, and any written information provided before the booking is confirmed, set out the contractual relationship between you and Merzouga Luxury Desert Camp. By making a booking with us, you confirm that you have read, understood, and agreed to these Terms & Conditions.
1. Booking and Confirmation
To make a booking, you must provide the requested booking details and any deposit or payment required at the time of reservation.
A booking is only confirmed when we issue written confirmation by email, message, invoice, or voucher. Please check your confirmation carefully and contact us immediately if any detail appears incorrect or incomplete.
The person making the booking confirms that they are authorized to do so on behalf of all guests included in the reservation and accepts these Terms & Conditions on behalf of the entire party.
2. Payment
A deposit may be required at the time of booking. The deposit amount and payment schedule will be communicated at the time of reservation.
Unless otherwise agreed in writing, the balance must be paid by the due date stated in your booking confirmation. If full payment is not received on time, we reserve the right to treat the booking as cancelled and apply cancellation charges.
We may accept payment by bank transfer, card, cash, or other methods specified at the time of booking. Any transfer fees, exchange fees, or banking charges are the responsibility of the guest unless otherwise agreed.
3. Prices
All prices are subject to availability and may change before your booking is confirmed.
Once your booking is confirmed, we reserve the right to adjust the price only if necessary due to factors outside our control, including but not limited to significant increases in transport costs, fuel costs, taxes, government charges, exchange rates, or supplier charges.
If a price increase is significant, we will inform you as soon as possible and, where appropriate, offer you the option to accept the revised price, accept an alternative arrangement, or cancel and receive a refund of monies paid for the affected services.
4. Special Requests
If you have any special requests, including dietary requirements, room preferences, accessibility needs, celebration arrangements, or transfer preferences, you must inform us at the time of booking.
We will make reasonable efforts to accommodate such requests, but unless specifically confirmed in writing, all special requests are subject to availability and cannot be guaranteed.
5. Medical Conditions, Disabilities, and Fitness
Guests must inform us before booking of any medical condition, disability, allergy, or mobility issue that may affect their stay, desert transfer, camel ride, excursion, or participation in camp activities.
We will do our best to assess whether the booking is suitable and whether reasonable arrangements can be made. However, if we reasonably believe that we cannot safely accommodate a guest’s needs, we reserve the right to decline or cancel the booking.
Guests are responsible for carrying and self-administering any necessary medication and for ensuring they are medically fit for travel and desert activities. Any guest whose health condition requires special attention should travel with adequate medication and suitable travel insurance.
6. Changes Requested by You
If you wish to change your booking after confirmation, you must notify us in writing as soon as possible.
We will try to assist, but changes cannot be guaranteed and may be subject to availability, rate differences, and administrative charges. Changes to dates, guest numbers, room types, transport arrangements, or package inclusions may be treated as a cancellation of the original booking and a new booking.
If one or more guests are unable to travel, we may allow a name change or transfer of the booking, subject to notice, availability, and any related costs.
7. Cancellation by You
If you need to cancel your booking, you must notify us in writing. Cancellation takes effect from the date we receive your written notice.
Unless otherwise stated in your booking confirmation, the following cancellation charges may apply:
- Cancellation more than 14 days before arrival: deposit may be non-refundable
- Cancellation 7 to 14 days before arrival: up to 50% of the total booking price
- Cancellation less than 7 days before arrival or no-show: up to 100% of the total booking price
If your booking includes third-party services such as transport, excursions, or special arrangements, additional cancellation charges may apply.
No refund will be given for unused services, late arrivals, early departures, missed meals, or missed activities.
8. Cancellation or Changes by Us
We begin planning and organizing camp stays, transfers, staffing, and services in advance. Occasionally, changes or cancellations may become necessary.
We reserve the right to make minor changes at any time. Minor changes may include adjustments to meal times, tent allocation, transport timing, activity sequence, or similar operational details.
In rare cases, we may need to make significant changes or cancel a booking due to operational reasons, safety concerns, weather conditions, government restrictions, supplier issues, or events beyond our control. If this happens, we will notify you as soon as reasonably possible and may offer:
- revised arrangements,
- an alternative stay or service of similar standard where available, or
- a refund for the affected services.
We are not liable for additional costs you may incur for independent arrangements not booked through us.
9. Force Majeure
We are not liable for failure to perform, or delay in performing, our obligations where such failure or delay results from events beyond our reasonable control. These may include, but are not limited to:
- severe weather,
- flooding,
- sandstorms,
- fire,
- road closures,
- government action,
- civil unrest,
- epidemic or pandemic,
- transport disruption,
- natural disaster,
- terrorism,
- labor disputes,
- utility failure, or
- any other unusual and unforeseeable circumstance.
In such cases, we reserve the right to alter, postpone, or cancel services as necessary for safety and operational reasons.
10. Camp Activities and Excursions
Merzouga Luxury Desert Camp may offer or arrange activities such as camel rides, 4×4 transfers, sandboarding, cultural visits, campfire entertainment, or local excursions.
Some activities carry inherent risks, especially in desert environments. By participating, guests accept these risks and agree to follow all instructions given by camp staff, drivers, guides, and activity providers.
Guests participate in activities at their own risk unless loss or injury results directly from our negligence.
Activities operated by third-party providers may be subject to that provider’s own terms and conditions. We are not responsible for services that do not form part of the confirmed booking contract with us.
11. Guest Responsibilities
Guests are expected to behave respectfully toward staff, guides, drivers, other guests, the local community, animals, and the desert environment.
We reserve the right to refuse accommodation, transport, or activities, or to terminate a guest’s stay without refund, if a guest behaves in a way that is dangerous, abusive, disruptive, unlawful, or likely to cause distress, damage, or inconvenience.
Guests are responsible for any damage or loss caused by them or any member of their party. Payment for such damage must be made promptly upon request.
12. Our Liability
We undertake to provide the services booked with reasonable care and skill.
However, we will not be liable for any injury, illness, death, loss, delay, inconvenience, damage, expense, or claim arising from:
- the acts or omissions of the guest or a member of the guest’s party,
- the acts or omissions of an unrelated third party,
- events of force majeure,
- services not forming part of the booking contract,
- failure by the guest to follow safety instructions, or
- failure by the guest to obtain necessary documents, insurance, or medical clearance.
Where we are found liable for any claim, our liability shall be limited to the total amount paid by you for the affected booking, except where a higher minimum applies under mandatory law.
We are not responsible for loss of valuables, cash, documents, electronics, or personal possessions unless such loss is caused directly by our negligence.
13. Travel Documents and Insurance
Guests are responsible for ensuring they hold valid passports, visas, travel permits, vaccination records, and any other required travel documents.
Guests are strongly advised to obtain comprehensive travel insurance covering cancellation, medical expenses, personal belongings, desert activities, transport disruption, and emergency assistance.
We may refuse participation in certain services if a guest is clearly uninsured and the activity involves particular safety or medical risk.
14. Transfers and Travel Timing
If transfers are included, guests must provide accurate arrival and departure details in good time.
Transfer times in desert regions may be affected by road conditions, weather, or operational circumstances. All times are estimates and cannot be guaranteed.
Guests are responsible for being ready at the agreed meeting point and time. We are not responsible for missed transfers, missed onward travel, or costs arising from incomplete or incorrect travel information provided by the guest.
15. Complaints
If you have a complaint during your stay, you must inform camp management or our representative immediately so we have the opportunity to resolve the matter on site.
If the issue is not resolved to your satisfaction, you should submit your complaint in writing as soon as possible after your stay, including your booking reference and full details.
We cannot properly investigate complaints that are only raised after departure if we were not given a reasonable opportunity to address them during the stay.
16. Accommodation Standards
Please note that desert camps are located in remote environments. While we aim to provide a high standard of comfort and hospitality, guests should understand that services and facilities may differ from those of urban hotels.
Weather, sand, temperature changes, power supply limitations, water usage restrictions, and access conditions may affect comfort and operations. These circumstances do not automatically constitute a failure to provide the booked service.
17. Privacy and Data Protection
In order to process your booking and deliver services, we may collect and use personal information such as names, contact details, passport details, dietary requirements, medical information relevant to your stay, and travel details, in accordance with this Privacy Policy.
We may share this information only where necessary with staff, drivers, guides, accommodation partners, payment providers, or public authorities where required by law, as described in this Privacy Policy.
By making a booking, you consent to the use of your information for booking administration, service delivery, safety, and legal compliance, in line with this Privacy Policy.
18. Governing Law
These Terms & Conditions shall be governed by the laws applicable to the jurisdiction in which Merzouga Luxury Desert Camp operates, unless otherwise required by mandatory consumer law.
Any dispute arising in connection with the booking shall be subject to the competent courts of that jurisdiction, unless another forum is required by applicable law.
19. Accuracy of Information
We make every effort to ensure that the information on our website, social media pages, advertisements, and booking materials is accurate. However, errors may occasionally occur, and information may change.
You should therefore confirm all important details, including prices, inclusions, transport arrangements, and accommodation type, at the time of booking.
20. Acceptance
By confirming a booking with Merzouga Luxury Desert Camp, you acknowledge that you have read, understood, and accepted these Terms & Conditions on behalf of yourself and all members of your party.