1. Scope of This Policy
This Cancellation & Refund Policy applies to confirmed self-drive car, SUV, van and motorcycle bookings made with ASTERIA Car Luxury, operated by ASTERIA Car SARL in Morocco, unless different conditions have been expressly communicated and accepted before confirmation.
Chauffeur-driven services, airport transfers, corporate agreements and long-term rentals may be subject to separate or additional conditions. This Policy should be read together with our Terms & Conditions and the specific booking confirmation. Mandatory rights under Moroccan law take precedence.
2. When a Booking Is Confirmed
A booking request is not a confirmed reservation until ASTERIA has expressly accepted it and any required booking payment or agreed confirmation formalities have been completed.
Before confirmation, the customer will be informed of the applicable rental price, pickup date and time, payment conditions and any special cancellation terms.
3. Standard Cancellation Conditions
For standard bookings, unless clearly agreed otherwise before confirmation, the following conditions apply:
48 hours or more before the scheduled pickup: prepaid rental amounts eligible for refund will be refunded in full.
From 24 hours to less than 48 hours before the scheduled pickup: a cancellation charge equal to 30% of the confirmed rental price applies. Any prepaid amount exceeding the amount lawfully due will be refunded.
Less than 24 hours before the scheduled pickup: amounts already paid towards the cancelled rental may be non-refundable, subject to the booking conditions and mandatory legal rights.
The cancellation window is calculated using the confirmed pickup date and time in Morocco local time. The time the cancellation notice is received by ASTERIA will be used to determine the applicable window.
4. Advance Payments and Security Deposits
An advance payment, booking deposit or prepayment applied to the rental price is different from a refundable security deposit or payment-card pre-authorisation required as security for the vehicle.
Cancellation charges apply only to the relevant rental payments and agreed services, not automatically to an unused vehicle security deposit or card pre-authorisation. If a vehicle is never handed over, any unused security hold will be released or refunded subject to legally justified amounts, the agreed terms and applicable law.
If the amount prepaid is less than a valid cancellation charge, any request for an additional payment must be expressly supported by the accepted booking agreement and applicable law.
5. Luxury Vehicles and Special Reservations
Premium or luxury vehicles, motorcycles specifically sourced on request, vehicles transported from another city, and other special reservations may have different cancellation or modification conditions.
Any special conditions, including any non-refundable advance payment or third-party cost, must be clearly disclosed and accepted before the booking is confirmed. Where no valid special conditions were agreed, the standard cancellation conditions above apply.
Any claim for a non-recoverable third-party cost must be reasonable, directly connected to the cancelled reservation, supported by evidence and recoverable under the agreed conditions and applicable law.
6. No-Shows and Delayed Arrivals
A no-show may occur where the customer does not collect the vehicle at the confirmed place and time, fails to notify ASTERIA of a delay within a reasonable time and does not obtain an agreed revised pickup arrangement.
For a no-show, prepaid rental charges may be retained in accordance with the confirmed booking terms and applicable law. Additional charges are not automatic and must have an agreed lawful basis.
Customers arriving by air are encouraged to provide accurate flight details and contact ASTERIA promptly about delays. A delayed flight does not automatically guarantee an extension of vehicle availability, but ASTERIA will assess reasonable alternatives where possible.
7. Changes to an Existing Booking
Requests to change rental dates, duration, vehicle category, driver or pickup and return locations are subject to availability and ASTERIA’s confirmation.
An agreed modification may change the rental price, delivery or collection charges, or other clearly disclosed costs. If the requested modification cannot be accepted, the original confirmed reservation remains subject to its applicable cancellation terms unless ASTERIA agrees otherwise.
A modification is effective only when confirmed by ASTERIA.
8. Cancellation or Vehicle Unavailability by ASTERIA
If ASTERIA is unable to provide the confirmed vehicle, ASTERIA may offer a comparable or higher-category alternative, subject to availability and the customer’s acceptance. Any material price difference or condition will be disclosed before acceptance.
If ASTERIA cannot provide the confirmed rental service and no appropriate replacement is available or accepted, payments received for the unavailable rental and any undelivered prepaid services will be refunded as required by the agreed conditions and applicable law.
Customers will not be charged a cancellation fee for a reservation ASTERIA itself is unable to fulfil. This does not limit any mandatory legal remedy.
9. Early Returns and Unused Rental Days
If the customer voluntarily returns a vehicle before the agreed end of the rental period, there is no automatic entitlement to a refund for unused rental days.
Any refund or price adjustment must be expressly agreed and remain subject to applicable law. If early return results from a problem attributable to ASTERIA, the case will be assessed separately and the customer’s legal rights remain unaffected.
10. Refunds and Processing
Where a refund is due, ASTERIA will confirm the approved refundable amount and initiate repayment without undue delay and within any mandatory statutory deadline. Refunds will normally be made through the original payment method where practicable and lawful.
The time taken for a refunded payment or released card pre-authorisation to appear in the customer’s account depends on the bank, card issuer or payment provider.
Any payment-processing charge withheld from a refund must have been clearly disclosed where required, be non-recoverable in fact and be permitted by applicable law. ASTERIA will not deduct such charges where it is required by law to provide a full refund.
11. Events Outside the Parties’ Control
If circumstances outside reasonable control disrupt a confirmed reservation, including major travel restrictions or exceptional events, ASTERIA and the customer will review the situation in good faith. Options may include an agreed date change, a suitable alternative or a refund where required under the contract or Moroccan law.
No provision of this Policy removes rights or obligations that cannot lawfully be waived.
12. How to Request Cancellation or a Refund
To request a cancellation, modification or refund, please contact ASTERIA as early as possible and identify your booking reference, customer name and scheduled pickup details.
Email: contact@asteriacarluxury.com
Phone / WhatsApp: +212 688 600 000
Customers should retain the confirmation of their request. If a dispute arises, ASTERIA will review the booking conditions, communications, payments and supporting documents, and will seek an amicable resolution without restricting mandatory consumer rights.