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General Terms and Conditions AGENTS

1. The website helovoyages.com

The helovoyages.com website is designed to provide information. It is a booking mechanism for the travel industry and particularly for tour operators and travel agencies. This website provides travel advisors with electronic access to information about Helo Morocco products from Helo voyages. It also sets out the terms and conditions applicable to all transactions with Helo Voyages.



2. Booking by electronic means

Although it is possible to make electronic reservations for Helo Morocco products, making an electronic reservation does not imply a final confirmation or commitment on the part of Helo voyages to deliver the product at the indicated price(s).

A final confirmation and price will only be provided by Helo Voyages when it has issued a final invoice and delivered the tickets or travel documents for the reserved product(s). The general conditions of confirmation and sale will vary depending on the product booked and are indicated in the company’s brochure, on this website and other notices issued from time to time.

The prices posted on our website are valid if you purchase services during the same session. If you log out of our site, the prices may be different at your next session.

3. General provisions

Helo Voyages reserves the right to refuse to conduct dealings with any passenger. In the event that an agent cancels a trip, its liability to passengers will be limited to the refund of amounts paid (subject to cancellation fees), and such refund will be deemed to be a full and final settlement. No Helo Travel representative is authorized to modify or invalidate any of the clauses of these Terms and Conditions.

The client is responsible for being healthy and independent enough to undertake the trip.

Helo Voyages reserves the right, at its sole discretion, to refuse to sell a trip to a consumer and to cancel before departure a reservation already made and paid for, even in full. In such a case, Helo Voyages’ liability is limited to the reimbursement of the amounts paid by the customer.

In addition, during a trip, in any case where the client has conduct prejudicial to guides, escorts, other travellers or service providers, at the discretion of Helo Voyages or its representative, the client may be immediately expelled and shall bear alone all costs incurred by the conduct, including any additional costs incurred by the client for transportation, accommodation, stay and repatriation. In the event of the expulsion of a customer, Helo Voyages shall not be liable to the customer for any refund and/or costs and/or damage of any kind.

4. Reservations

All reservations must be accompanied by a deposit or full payment, as the case may be, before they can be confirmed.

5. Down payment

A minimum deposit of 50% of the total amount including taxes will be required at the time of booking for all our packages and tours.

Exceptions: some hotels, riads or private services and/or on request must be paid in full or in part at the time of booking.

If, at the time of booking, there are no less than 45 days left before departure, full payment of the price of the package or tour becomes due.

6. Payment of packages or tours

Full payment must be received at our offices no later than 45 days before the first day of service confirmed by Helo Travel. If payment is not received by the due date, the reservation will be automatically cancelled and the appropriate cancellation fee will be charged.

Travellers are responsible for confirming their flight at least 24 hours in advance.

7. Destination of Morocco

Helo Travel strongly recommends that travel agencies and travellers review the various prohibitions, restrictions, warnings, announcements and notices made or issued by the Government of Canada or any foreign country before making their reservation to Morocco. Information on existing conditions and the degree of risk associated with them can be found at http://www.voyage.gc.ca.

8. Errors, Omissions and Inaccuracies
Upon receipt of the travel documents or documents and the related invoice, the travel agency is required to verify their accuracy and to notify Helo voyages without delay of any error, omission or inaccuracy, failing which Helo voyages shall not be liable in any way for any damage resulting therefrom. In the event that Helo Voyages is not notified of such error, omission or inaccuracy, the travel agency shall be deemed to have requested the issuance of the tickets or travel documents in the form and content of their issuance, and shall be solely liable to its customers for any damage and additional costs that may result therefrom. IN THE EVENT OF ANY ERROR, OMISSION OR INACCURACY MADE BY HELO VOYAGES, HELO VOYAGES’ LIABILITY SHALL BE LIMITED TO USING ITS BEST EFFORTS AND MEANS TO ATTEMPT TO RECTIFY SUCH ERROR, OMISSION OR INACCURACY, AND HELO VOYAGES SHALL IN NO WAY BE HELD LIABLE FOR ANY DAMAGES IN THE EVENT THAT IT IS UNABLE TO RECTIFY THEM. NOTWITHSTANDING THE FOREGOING, AIRLINE TICKETS ARE NOT SUBJECT TO CHANGE IN ANY WAY IN THE EVENT OF AN ERROR, OMISSION OR INACCURACY.

9. Groups

Please note that if you make a reservation for 10 or more passengers travelling on the same dates or on the same itinerary, this constitutes a group. All group bookings must be made with Helo Travel’s group department, failing to do so which the air carrier may cancel all linked bookings. Helo Voyages will not be held responsible for such a situation.

10. Modification and cancellation fees

Any cancellation or modification will be subject to penalties unless otherwise specified at the time of booking. Changes will be subject to a minimum fee of $50 charged to the customer for each change requested per file after filing, plus any other change fees from the wholesaler or supplier.

If a passenger cancels their trip, a cancellation fee per person based on the total amount of the trip will be retained and will be non-refundable and non-transferable. In the event of cancellation by Helo Voyages, the amounts paid will be fully refunded. In the event that the passenger cancels the trip for any reason, the cancellation fee will apply as follows: 90 days or more before departure, 100% of the deposit and 100% of the total amount of private and/or on-demand services already paid in whole or in part in advance to the suppliers will be retained as cancellation fees. From 89 to 46 days before departure, 75% of the total amount including taxes and 45 days and less, 100% of the total amount including taxes will be deducted as cancellation fees. In addition, if the cancellation of one or more passengers changes the base of occupancy of the accommodation for the passenger(s) still travelling, the latter must pay the amount of the difference incurred by such changes.

No refunds will be given for early departures. Any unused portion of the trip is non-refundable. Any fees or penalties imposed by suppliers will be payable by the travel agency. The abuse of cancellation policies by an agency, due to a high percentage of cancellations, can lead to the cancellation of these cancellation privileges.
Airline Tickets: In addition to any penalty imposed by the carrier, if any, an administration fee of $50 per ticket plus taxes will be charged for each ticket cancelled, refunded, exchanged or reissued, in cases where the carrier accepts the cancellation, refund, exchange or reissue of the ticket.

Any additional fees charged by hotels, service providers, courier services, credit card issuers, in addition to communication fees, will be payable to Helo Travel.

11. Insurance

Helo Travel strongly recommends that your customers purchase cancellation, baggage and personal effects insurance, as well as medical care insurance, so that they are adequately covered in the event of illness, cancellation and/or loss or damage to personal effects.
Insurance related to their residence, work or credit card is generally inapplicable or incomplete for travel purposes. Helo Voyages disclaims all liability of any kind whatsoever for costs and damages resulting from the refusal to purchase travel insurance.

We strongly encourage them to consult a travel health centre before leaving.

12. Hotels

Hotel rooms are allocated upon arrival. Helo Travel cannot guarantee the type of bed or special requests, and no refund will be granted in the event that the hotel is unable to accommodate a special request. The choice of bed type and special requests are at the discretion of the hotel and are granted according to availability at the time of check-in. Helo Voyages cannot be held responsible in the event that the hotel cannot accommodate travellers.
If, for reasons beyond our control, the accommodations described in the Helo Morocco brochure are not available, Helo Travel and its representatives reserve the right to relocate their customers to other hotels of similar or higher category.

Helo Voyages’ confirmation for a single, double, triple or quadruple room refers only to the number of paying travellers. The confirmation does not in any way refer to the number or type of beds in a room. Helo Travel cannot guarantee special requests and will not be held responsible in the event that the hotel cannot satisfy special requests.

13. Period of validity of tariffs and services

The prices indicated in our brochure are in effect for the duration mentioned in it. For prices applicable on personalized dates or at the end of the period mentioned in the brochure, please consult our representatives. Helo Voyages reserves the right to change fares without notice. Occasionally, published rates may be higher than those announced by hotels.

Please note that the price of tourist services sold may only be increased following the imposition of a fuel surcharge by the carrier or an increase in the exchange rate, insofar as the applicable exchange rate 45 days before the date of provision of the services has increased by more than 5% since the date on which the contract was concluded.

In the event that the price increase, without taking into consideration the increase in the Québec sales tax or the Canadian goods and services tax, is equal to or greater than 7% of the price of the services, the customer may choose between the full and immediate reimbursement of the services or the provision of similar services.

No price increase may occur within 30 days prior to the date on which the services are to be rendered.

The price of tourist services similar to those sold to the customer could be reduced by the supplier(s) after the customer’s purchase. The customer does not benefit from the discount since it only applies to the new purchase(s).

14. Helo voyages’ liability

Helo Voyages and its staff and employees act only as representatives of passengers and accept no liability to them for their well-being or are not responsible for the quality of services provided in hotels, on board aircraft, trains, coaches or other vehicles used during the journey, or for delays, losses or damage to baggage, or accidents incurred by passengers resulting from the use of these modes of transport, regardless of the cause.

If, in order to ensure the comfort and well-being of travellers or for any other reason, it were necessary or advisable to modify the itinerary or travel arrangements, such modifications shall be made without penalizing the operator.
If additional charges are required as a result of such changes, they will be charged to the traveller. In return, a refund will be paid if there is a saving as a result of such modifications.

15. Liability of the travel agency

When the travel agency acts as Agent for the sale of Helo Voyages’ products to its customers, the travel agency acts as Agent’s representative and agent and, as such, undertakes to bring to the attention of its customers and notify them of all Agent’s terms and conditions and to provide them with information related to the purchase of its products, as indicated in the material published by Helo Voyages (including its website and brochure). The travel agency further undertakes to comply with any communication, including the terms and conditions, guidelines, instructions, notices, standards, methods and procedures, issued or communicated by Helo Voyages from time to time, and in particular any such communication relating to the advertising, marketing and publication of the prices of Helo Voyages’ products. In addition, the travel agency agrees to comply with all laws, regulations and decrees, whether provincial or federal, that apply to the sale of products offered by Helo voyages. In addition, the travel agency agrees to notify its customers of all terms, conditions and restrictions applicable to tickets and travel documents, as well as the travel conditions stipulated in the brochure, and to ensure that its customers accept and are bound by these terms and conditions.

16. Transfers

Arrival or departure information must be provided at the time of booking, failure to do so will prevent the transfer service from being provided. Passengers must reconfirm their transfers with the carrier at least 24 hours before using the service.

17. Unused portions

No refund or adjustment will be made for unused portions of a trip or its related services.

18. Luggage

Baggage handling by carriers is at the sole risk of the traveller and Helo Voyages assumes no liability in this regard for loss, theft or damage to such baggage.

For these reasons, Helo Travel strongly recommends that travellers purchase a luggage insurance policy before boarding.

19. Booking by credit card

For any reservation or transaction paid by credit card, a 3% fee will be charged and the travel agency undertakes to comply with all the terms and conditions of the card issuer. In particular, the travel agency agrees to take the necessary steps to ensure that the credit card holder signs the appropriate receipt, that the said signature is duly verified, and that the transaction is duly approved and authorized by the issuer. In addition, a photocopy of the front and back sides of the credit card is required to complete a credit card payment as well as a photocopy of the cardholder’s driver’s licence. The travel agency agrees to comply with all the terms and conditions of the card issuer, which means that it is in the travel agency’s interest to verify the terms and conditions imposed by the issuer at all times. In the event of a refusal by the issuer to honour a payment for any reason whatsoever, the travel agency shall be solely responsible for the costs and shall pay Helo voyages any amount due under its invoice.

20. Payment policy by cheque, bank transfer or Interac

If the travel agency wishes to make payment by cheque, bank transfer or Interac, it must reach the Helo Voyages office no later than 10 business days before the end of the final payment. For any transaction involving a group of 10 or more passengers or for any reservation exceeding a value of $4,000, tickets must be paid in full at least 10 business days prior to their issuance, notwithstanding anything to the contrary contained herein. If payment is made less than 10 business days before the tickets are issued, we accept certified cheques or bank drafts, money orders or bank transfers. Payments can also be made by credit card, but fees may apply and identity checks will be required. Please note that your reservation request will not be forwarded to the wholesaler or supplier until Helo Voyages confirms with you the validity of your purchase.

21. Payment

  • Down payment
  • The terms found in the section entitled DOWN PAYMENT (above) apply.
  • Final payment
    Final payment must be received at our offices no later than 45 days before the date, confirmed by Helo Travel, on which the first service is to be provided. If payment is not received by the due date, the reservation will be automatically cancelled and the appropriate cancellation fee will be charged.
  • Liability of the travel agency
  • The travel agency is responsible for paying Helo Voyages the amounts indicated on Helo Voyages’ invoices, and assumes responsibility for obtaining, at its own expense, payment for any service or product sold to its customers. Any irregularity in the payment made by the agency’s customer is the sole responsibility of the agency, whether such irregularity results from a forged signature, unauthorized use of a credit card or any other reason. The travel agency agrees to indemnify Helo Voyages and pay it all costs of a reserved product or service that remain unpaid, in addition to any loss, expense, penalty or other charges imposed by any institution as a result of the refusal to honour a payment.
  • Payment via our website – Work hours
    It is possible to make a payment through our website during business hours only. PLEASE NOTE: on Saturdays, this can only be done by phone.
    It is the agency’s responsibility to make such payment during business hours, before the end of the day on which payment is due under the terms of your reservation. Otherwise, the reservation may be automatically cancelled or a higher rate may be charged. It may not be possible to re-book due to advance sales and booking deadlines.
  • Québec Residents
    If you are a Québec Resident, a fee of $1.00 for each $1,000 of products or services is added to your invoice as a contribution to the Travel Agency Customer Compensation Fund (TCF). If the applicable regulations in this regard were to change, Helo Voyages would apply the amended regulations to any reservation made after this change.

22. Definitions

The words “package” and “tour” include accommodation, services and transport as described in the Helo Morocco brochure published by Helo Voyages. The word “traveller” and “passenger” applies to any person to whom a ticket is issued, as well as his heirs, executors, administrators and assigns. The person to whom a ticket is issued hereby becomes bound by these terms and conditions, and it is the responsibility of the travel agency to ensure that passengers have read and accepted the terms and conditions herein and those in the Helo Morocco brochure.

23. Modification to the present terms and conditions

Helo Travel reserves the right to modify the terms and conditions, as well as its various notices, under which the Agent website and its various products and services are offered. The exercise of this right by Helo Voyages shall not affect the validity of the terms and conditions accepted by the travel agency at the time of making a reservation or purchase in accordance with the terms and conditions then in force, whether through the website or otherwise.

24. Claims and refund requests

Any request must be received by Helo Voyages within 10 days of the last date of travel, failing which the request will be null and void.

25. Personal and non-commercial use

The Helo voyages website is intended for the personal use of the Travel Agent and may not be used for commercial purposes. The content and information on this website (including without limitation the prices and availability of travel products or services), as well as the infrastructure used to provide such content and information, are the exclusive property of Helo Travel or its suppliers, as the case may be. Accordingly, and in order to have the right to use this website, you agree not to use this website or its content or information for any commercial and non-personal purpose (whether directly or indirectly), except as expressly required for the reservation and purchase of Helo Travel products and services, subject to the use being made personally by the travel agent. The travel agent agrees not to use or allow the use of this website by automated electronic means and further agrees not to redistribute the information contained herein in any way. Although, as a travel agent, you may make, in limited quantities, a copy of the travel itinerary (and supporting documents) related to the purchase of Helo Voyages products or services, you agree not to copy, distribute, transmit, display, publish or print, grant a licence, create a derivative work or work, assign or transfer, sell or resell any information, software, products or services obtained from the Agent website. In addition, whether or not you have a business objective, you agree not to do the following :

  • access, monitor or copy the content or information on the helovyages.com website using a robot, spider software (scraper) or other automated or manual process or mechanism to access such information for any purpose whatsoever without written permission from Helo voyages;
  • violate any restrictions mentioned in exclusion headers or specific files that concern or are put in place to prevent the use of the information gathering processes on this website, or override or attempt to override other measures used by Helo Voyages to prevent or limit access to this website;
  • take any action that imposes, or may impose, at Helo Voyages’ sole discretion, an unreasonable or disproportionately high load on Helo Voyages’ infrastructure;
  • make any URL link (deep-link) on or to the Helo voyages website or to any portion thereof, within one or more websites external to Helo voyages, including in particular the links, pages or components forming part of the online booking tools, for any purpose whatsoever without Helo voyages’ written permission.

26. Travel documents

The following information is intended for passengers only for their information.


Helo Voyages will send the travel documents (air tickets, exchange vouchers, etc.) after receipt of full payment.

Helo Travel is not responsible for the loss of any document that occurs upon delivery by a third party (such as a courier service), nor for the consequences of such loss.

27. Important notice

For all travel to Morocco, a valid passport is required, and must be valid for a period of 6 months after the expected date of return to Canada. Canadian citizens born in some other countries may be required to obtain a visa in addition to a valid passport. A permanent resident card will be required for permanent residents and landed immigrants who are not Canadian citizens. Some countries may restrict access to minors who are unaccompanied or accompanied by only one parent or guardian. A parent or guardian travelling alone with a minor is required to obtain a notarized authorization or a formal letter of authorization from the parent who is not a party to the trip. You can obtain more information on the required travel documents at http://www.voyage.gc.ca. It is the responsibility of the traveller to obtain and be in possession of the appropriate travel documents at the time of travel. If you are uncertain about the information regarding the required travel documents, please contact the appropriate government authority to ensure the accuracy of the information. If you do not have the required documents, access to the means of transport may be refused by the carrier or the authorities, without further recourse and without the right to reimbursement. Admission to Morocco may also be refused even if the required information and appropriate travel documents are in your possession. All passengers, regardless of nationality, must check with their travel agency for the Moroccan requirements that apply.

The Helo Morocco trademark is owned by Helo voyages Inc. whose head office is located at 3270 ch. du Tour-du-Lac, Hérouxville, QC, Canada, G0X 1J0.

Quebec permit number 703369