Cancellation and Refund Policy

Cancellation and Refund Policy (Legal Framework)

1. Legal Exception to the Right of Withdrawal

In accordance with Article 38 of Law No. 31-08 on consumer protection measures, the customer is informed that the 7-day “cooling-off” period does not apply to contracts for transportation or leisure services that must be provided on a specific date or during a specific period.

Consequently, any booking confirmed on the TPMR Maroc website for a specific date and time is firm and subject to the following cancellation conditions.

2. Cancellation Schedule

Any request to cancel or modify a booking must be sent by email to contact@tpmr-maroc.com or through the customer portal. The following charges apply based on when notice is given:

• More than 14 days before the scheduled service: full refund of the amount paid, minus a fixed administrative processing fee of 50 MAD and any bank transaction fees (approximately 2–3%).
• Between 14 and 7 days before the scheduled service: a cancellation fee of 50% of the total booking amount will be retained.
• Less than 48 hours before the service, or a no-show: no refund will be granted. The full service amount is due.

3. Refund Method (Visa/MasterCard)

If a refund is approved, TPMR Maroc SARL will initiate it within a maximum of 15 days, as prescribed by Article 37 of Law 31-08.

• Under international banking security standards, refunds for Visa or MasterCard transactions will be processed exclusively by crediting the original card used for the purchase.
• Refunds for online credit-card payments will not be issued in cash or by bank transfer.

4. Cancellation by the Company

If TPMR Maroc SARL is forced to cancel the service, for example because of a vehicle breakdown or administrative closure, the customer will be offered an alternative vehicle or a 100% refund with no additional fees.