Specific Conditions

The use of the www.esf.ma site or purchases through this site are subject to the Terms of Use of the site as well as the general terms and conditions of sale that we recommend that you read carefully before making an online purchase.

Article 1 – General

The General Booking Conditions stipulated in this document apply to all products and services provided by ESF. The customer undertakes to respect these General Booking Conditions which he has read before booking and which he accepts without reservation.

These General Terms and Conditions shall produce their full effect and shall prevail over any other provision unless written derogation is granted by ESF.

Article 2 – The travel contract

2.1 Contracting party

The travel contract is concluded with ESF according to the type of product(s) or service(s) that the customer reserves. When the reservation is made with a service provider, ESF acts as an intermediary between the customer and this service provider. The contract will therefore be subject to the General Conditions of Sale of this service provider, which may limit or exclude its liability without this exclusion of liability meaning an increase in our liability. The customer can, if necessary, refer to the website of each service provider on the General Conditions of Sale applicable to consumer customers or request any additional information from his travel advisor. In all cases, ESF can only study complaints involving its direct and proven liability.

2.2 Conclusion of contract

All reservations are made subject to availability. The customer has the possibility to check the content and the total price of his reservation as well as to correct any possible error before the confirmation of his order. Unless otherwise stipulated in these General Booking Conditions, the contract will come into force once ESF has received the effective payment from the customer.

The customer acknowledges having read these General Conditions for the provision of services and having reviewed the conditions of the offer before confirming the purchase of the service and paying for it. It is the client's responsibility to print or save all contract documents. A copy of the contract will automatically be kept in the ESF registers. The data collected concerning customers is processed in accordance with the provisions of Law No. 09-08 relating to the protection of individuals with regard to the processing of personal data. The customer acknowledges having been informed that there may be administrative costs per reservation file and/or per person depending on the product reserved. The customer will be informed of any costs when confirming his reservation. These booking fees are subject to change without notice and may be increased, reduced or waived.

Article 3 – Booking the trip

The price of each product or service is regularly reviewed and may vary upwards or downwards. Promotional offers and discounts offered in agencies or on the website www.esf.ma are offered at the discretion of ESF and will remain available for the duration indicated in the promotional offer.

All offers are subject to availability and may be withdrawn at any time. When making a reservation, the customer guarantees that he accepts these conditions in his name and/or in the name of several people. If the customer makes a reservation for more than one person, he guarantees to be jointly and severally liable for all payments due by each of the people for whom he is making the reservation. It is the customer's responsibility to ensure that any information provided to them by ESF or by one of ESF's suppliers is passed on to all persons. Any information transmitted to the customer will be considered as being transmitted to all the people for whom he makes or has made a reservation.

Article 4 – Payment

The methods of payment accepted are as follows: Cash payment; Payment by check ; Payment by bank transfer ; Payment by credit card.

As part of the prevention against the issuance of bad checks and bank card fraud, and in order to protect the customer against fraudulent use of his means of payment, ESF may request additional documents, in particular:

If the customer wishes to make a reservation with one of the ESF agencies or via the call center, ESF reserves the right to ask the customer to provide the following elements: A simple copy of an identity document from the holder of the means of payment; A simple copy of the credit card if payment by credit card.

If these documents are not received within forty-eight (48) hours following the reservation request, the order may be canceled by ESF, in which case the reservation will be considered as never having existed. If the customer wishes to make a reservation on the website www.esf.ma: ESF reserves the right to ask the customer, before processing his reservation request, to provide him with the following information: Proof of address dated less than three months; An identity verification form duly completed and signed by the person making the card payment; A simple copy of the bank card holder's identity card; A simple copy of the bank card. If these documents are not received within forty-eight (48) hours of the request, ESF reserves the right not to respond to the reservation request.

ARTICLE 5 – Travel documents

5.1 Electronic tickets (e-ticket)

As of June 1, 2008, following a decision by the International Air Transport Association (IATA) and all airlines, travel agencies no longer have the right to issue paper tickets. This means that ESF can only issue electronic tickets (e-ticket).

When ESF is unable to issue an electronic ticket, taking the reservation into account will be subject to the possibility of obtaining from the supplier a transport ticket in a format accepted and recognized by international conventions.

If the supplier is unable to issue the ticket in any form, ESF will cancel the customer's order and his reservation will be considered as never having existed. In the event of a cancellation of the customer's reservation, ESF, for information purposes only and without any obligation of result, will inform him of offers equivalent to the canceled order, in order to make his new reservation easier.

5.2 Exchange vouchers (Voucher)

The voucher is issued by travel advisers duly authorized by ESF in order to allow the customer to use the service(s) paid for. The voucher and the rights attached to it are neither transferable nor exchangeable. The voucher can also be issued by ESF in its capacity as intermediary instead of the supplier. The General Conditions of Sale of the supplier are then mentioned on this document or in the event that they are not, the travel advisers will provide all necessary information for information.

Article 6 – Modification by the customer

Any change request is subject to the reservations of availability, as well as the limitations and restrictions provided by ESF. Changes must be requested by the customer by contacting the ESF sales advisor at the following number: +212 537 26 26 06 or by email: contact@esf.ma

If the modification leads to an increase in the price of the reservation, the customer will have to pay the additional costs plus the modification costs. However, in the event that the reservation price is lower after modification, the refund of the difference is made taking into account the modification costs. In all cases, if the customer wishes to modify all or part of his reservation, ESF administration fees will apply, unless otherwise specified or derogation specifying the specific conditions applicable to the reservation.

Article 7 – Cancellation by the customer

In the event of cancellation of a reservation, the administration fees, service fees, insurance and modification fees are non-refundable. The aforementioned cancellation costs are defined according to the nature of the service purchased and the general conditions of sale of the service provider for which ESF is the intermediary. It is up to the customer to inquire with his travel advisor.

When the customer does not opt for a refund in account to be consumed on a later service, ESF also applies cancellation fees of up to 5 % of the amount of the service, unless otherwise specified or derogation specifying the specific conditions. applicable to the reservation.

Article 8 – Failure to register or No Show

If the customer has a reservation for one of ESF's products or services, but does not show up for check-in to benefit from said product or service, it will not be possible for them to obtain a refund.

Article 9 – Insurance

9.1 Insurance contract

It is the customer's responsibility to take out adequate insurance to cover (at a minimum) the expenses incurred in the event of a cancellation as well as the costs of assistance, in particular repatriation, in the event of accident or illness at the airport. 'foreign. It is also the customer's responsibility to comply with the requirements of the insurance company and the duty to provide it with all the exact and necessary information at the time of taking out the contract. Sales of packaged products (including flight, transfer, accommodation and/or circuit) provide for travel assistance insurance, the terms and characteristics of which are defined in the general conditions provided by the insurance company and of which the customer declares to be informed. It is important to note that ESF is in no way liable for criminal offenses committed by its employees, agents and suppliers except in the event of gross or willful negligence on the part of ESF as intermediary.

9.2 Cancellation of the insurance policy

All insurance must be taken out and paid for at the time of booking and is non-refundable.

Article 10 – Information, Passports, Visas and Health

It is the customer's responsibility to find out about the health risks relating to the country(ies) of destination. The customer should seek advice on vaccinations and precautions that may be mandatory or recommended from a specialist (including a GP, nurse, pharmacist or specialist travel clinic) ideally at least 8 weeks before the departure date.

It is the customer's responsibility to:

Check with the embassy or consulate concerned if he needs a visa to enter the territory of his destination(s); Obtain the visa that corresponds to his destination(s) as well as at its various crossing points.

If the customer does not complete these formalities, he will be solely responsible for the costs, losses or damages incurred by him or by ESF due to this failure. The customer will have to include all the stages of his journey, which could also require obtaining a visa. It should be noted that many countries may require the client's passport to be valid for another six months after the period of his stay. Some countries apply different regulations, so the customer should contact the embassy or consulate of his destination in order to obtain accurate and up-to-date information.

The customer must ensure that his passport is legible and intact. Any trace of deterioration could result in the refusal of boarding or entry into the territory of destination. The name on the passport must be the same as the name on the ticket. Otherwise, the customer may find himself unable to travel and the insurance could be ineffective.

Article 11 – Hotel reservation / Accommodation only

11.1 Star rating

The classification by stars symbolizes the overall quality, the level of service and catering and the services offered by the establishment. The current ratings in each country vary according to the specific criteria applied by the local organization establishing the classification and are provided for informational purposes only. They do not constitute any guarantee of any kind whatsoever on the part of ESF.

11.2 Hotels

The customer must refer to the detailed description of the establishment for any other rules applicable to his trip. The customer must be at least 18 years old to book a hotel on www.esf.ma. It should be noted that the hotels reserved by ESF for its customers are not exclusive to it. ESF cannot under any circumstances be held responsible for any restrictions on services due to the arrival of other customers or their activities. ESF is in no way responsible for the information concerning the hotels presented on the website www.esf.ma (in particular the images, the list of services available, etc.). Hotels may change their facilities and features without notice, and it is therefore the customer's responsibility to confirm available amenities directly with the hotel prior to travel.

11.3 Local taxes and service charges which are not included in the price of the hotel

It should be noted that taxes and service charges, which are not paid at the point of sale, may be levied abroad. The guest shall pay all such taxes and local charges directly to the property upon arrival or departure.

Article 12 – Clauses specific to Flights

12.1 Flight Schedules

In the itinerary provided by ESF, flight times are given for information only. All departure/arrival times on the flight ticket are provided by the relevant airlines and are estimates only.

Schedules may change due to air traffic control restrictions, weather conditions, operational or maintenance requirements and passenger requirements to check-in on time.

ESF is not responsible for changes in departure or arrival times in relation to the times initially communicated or indicated on the ticket or for any other modification of the flight by the airline. In addition, when a flight segment (outbound for example) is not completed, the other segments (return for example) are likely to be canceled without notification. In this event, ESF will not be liable for any costs incurred by the customer. For all air travel, it is the customer's responsibility to check the departure and arrival times of their flights at the time of travel. For this reason, the customer must confirm their flights with ESF in accordance with the confirmation deadline of the airline concerned.

ESF will not be able to put in place any special procedure if the client arrives late at the airport, these matters being at the sole discretion of the airline concerned. The times listed on the ticket or itinerary are the flight departure times.

Check-in times, as recommended by the carrier or the airline's schedules, constitute the time limits during which passengers can be accepted, including the time required to complete all formalities. Flights cannot be held for late passengers and ESF cannot be held responsible in such cases.

12.2 Government Imposed Taxes, Fees and Charges

The price of the flight may include taxes, fees and charges imposed on air transportation by governmental authorities. They can represent a significant part of the cost of travel and are either included in the ticket price or shown separately on the ticket. The customer may also be required to pay taxes, fees or charges that have not already been deducted. In some cases, departure taxes are payable locally to the Government of the country from which the client is departing and cannot be reimbursed by ESF.

12.3 Denied boarding, cancellation or delay of flights

In the event of denied boarding, cancellation or delay of flights, the customer must first file a complaint with the airline directly.

12.4 Seat assignment

ESF has no control over airline seat assignments. If the customer has special requests for placement, he must check in as soon as possible at the airport. ESF cannot guarantee the customer that their requests will be met.

12.5 Baggage

The customer will be authorized to have one piece of baggage in the hold and one piece of cabin baggage free of charge, except for low-cost companies.

This is subject to variation depending on airline, class and/or route. The customer must take the minimum amount of cabin baggage. The customer may be required to pay additional charges for checked baggage beyond what is permitted.

The customer should check with the airline for further information (for more information: http://www.iata.org/bags).

For safety reasons, the customer must not carry dangerous objects in their cabin or checked baggage. Such objects are, in particular, compressed gas, corrosive substances, explosive substances, liquid or solid inflammable substances, radioactive materials, oxidants, poisons, infectious substances and cases with integrated alarm systems. It should be noted that specific regulations apply to liquids carried in cabin baggage.

12.6 Direct Flights

It should be noted that the mention "direct" indicated on the ticket does not necessarily mean that the flight will be non-stop but only that the customer will not need to change planes during his trip.

12.7 Pregnancy and children

Some airlines refuse to carry women who will be 28 weeks pregnant or more at the time of the return trip. The customer should contact the airline directly, which may have different rules and should also consult their doctor. Infants must be 6 weeks or older to fly and must either sit on an adult's lap or in a child seat. The customer should ask their travel advisor for more information and contact the airline they wish to travel with for further information regarding suitable seats. In general, children aged 2 or over must occupy a separate seat.

Article 13 – Customer behavior

It is recommended that the customer find out about the rules, laws and customs applicable in his destination(s). The customer must in all cases comply with the rules applicable in each of the countries and regions of his itinerary throughout the duration of his stay, as well as with all the rules relating to entering and leaving the territories concerned.

ESF cannot be held liable for any damage and/or inconvenience suffered by the customer, whether generated by his behavior or that of third parties. It is the customer's responsibility to ensure that he or any member of his group does not behave in an inappropriate way or which could endanger, torment, injure or harm other people or which could damage property belonging to other people (including drunkenness or aggressive behavior) while traveling.

In the event that his behavior appears inappropriate or appears inappropriate to any of the ESF suppliers and endangers, torments, injures or harms other people or risks damaging property belonging to other people, ESF and/or its suppliers will be obliged to take appropriate measures to ensure the safety and comfort of its customers and their property and that of its suppliers.

These measures may include terminating the trip, in which case the commitments of ESF and those of its suppliers to the customer would cease immediately and he will not be able to claim any reimbursement or compensation relating to the costs or expenses resulting from such termination. In addition, the customer must reimburse all costs relating to such termination.

Article 14 – In the event of a Complaint

In the event of a complaint, the customer must contact the appropriate supplier. If the supplier is unable to solve the problem to the customer's convenience, the latter can contact ESF on +212 537 26 26 06 during opening hours or by email at the following address contact@esf.ma .

However, ESF cannot intervene regarding any problem relating to reservations made with low-cost companies. If the customer's request cannot be satisfied immediately, the customer must inform ESF by registered letter with acknowledgment of receipt, as soon as possible.

The customer must send a registered letter with acknowledgment of receipt within 30 days of their return to ESF, Direction Générale, 14 rue Mohammadia Hassan, Apt 1 – 10020 Rabat Maroc, by entering the reference of their reservation and giving all the information required. A delay in notification could prevent ESF from processing the request and/or prevent it from carrying out a thorough investigation, which could have consequences on the possibility of receiving compensation.

Article 15 – Liability

15.1 Extent of liability

It is important to note that ESF is a service provider. As such, ESF is liable as a professional within the framework of the direct services it provides. Its liability can only be called into question in the event of gross negligence or proven culpable negligence. In this case, it is liable for direct and proven damages suffered by the customer and not for indirect damages, loss of profit, loss of profit or others.

15.2 Confirmation of booking

The customer must ensure that he travels in possession of his reservation confirmations, electronic tickets, appropriate visas and other travel documents (including passport). ESF will in no way be liable in the event that a supplier refuses to deliver the reserved product or service to the customer if the latter is not in possession of these documents.

15.3 Important information on the limits of liability

With regard to international travel, ESF's liability towards the customer will be limited or excluded in accordance with international conventions. ESF is recognized as a travel and holiday agency and, as such, does not control or manage airlines, maritime or rail companies.

The journey may be subject to certain international conventions, in particular the Warsaw Convention of October 12, 1929 and the Montreal Convention of May 28, 1999 (relating to international air transport), the Athens Convention of December 13, 1974 (relating to international by sea) or COTIF of 9 May 1980 (convention relating to international carriage by rail), as amended or supplemented.

The customer accepts that the "Conditions of Carriage" of the carriers or transport companies apply during his trip. The customer acknowledges that all the general conditions of sale contained in the “Conditions of Carriage” form part of their contract with ESF and with the transport company and that these “Conditions of Carriage” will be considered as included by reference in their contract.

15.4 Events excluding ESF's liability

ESF will never be held liable if the non-performance of its obligations results from: an unforeseeable and insurmountable action or omission by a third party which has no connection with the service sold; any action or omission on the part of the customer; a case of Force Majeure as defined by articles 268 and following of the Dahir of Obligations and Contracts.

Article 16 – Weather

ESF cannot be held responsible for trip disruption due to bad or unusual weather conditions.

Article 17 – Special Assistance

If the customer is disabled or of reduced mobility or if he requires special assistance for any reason, he must notify ESF at the time of booking. In the event that these requirements change before departure, the client must inform ESF. ESF cannot be held liable subsequently for any losses that the customer may suffer in the event that it or its suppliers are unable to meet the customer's requirements.

Article 18 – Special Requests

The customer is required to inform ESF of any special requests he may have, which will take care of passing them on to the appropriate supplier. However, ESF does not guarantee the follow-up given to these special requests because it has no direct control over the way in which the services are provided.


No personal information is collected without your knowledge. In a logic of respect for privacy, the ESF travel agency undertakes that the collection and processing of personal information will be carried out in accordance with law n ° 09-08 of February 18, 2009 relating to the protection natural persons with regard to the processing of personal data. No personal information is disclosed to third parties. In accordance with the provisions of Law 09-08, the ESF agency guarantees the user a right of access and rectification, and opposition to the personal data concerning him. The user can exercise this right by sending an e-mail to the following address: contact@esf.ma