Terms & Conditions

This Air Ambulance Service Contract (hereinafter referred to as the “Contract”) is considered an integral part of the Air Ambulance Flight Proposal submitted by “AIR OCEAN MAROC” (hereinafter referred to as “AOM”) located at No.1 Rue Battani, Agdal, Rabat, Morocco, for the provision of Air Ambulance Services (hereinafter referred to as the “Service”). Any deviation from the terms and conditions stated below shall only be valid if confirmed in writing by AOM.

1. Flight Confirmation:
   This Contract shall only be binding if the client accepts AOM’s offer in writing. The receipt of the client’s written confirmation shall not be considered as a confirmation of the Services by AOM and remains subject to aircraft availability, medical authorization of the patient, obtaining traffic rights, overflight permits, airport slots, and all necessary governmental and operational approvals. If the authorizations required for the provision of the Service are not granted by third parties, AOM cannot be held responsible. In such cases, AOM reserves the right to request compensation from the client for expenses incurred.
   
   
2. Service Cost:
   The proposal covers the price of the air ambulance service on the specified route, including a standard medical team (one doctor and one nurse/paramedic) and standard medical equipment. Items not included in the proposal are detailed in Article 3.
   
   
3. Additional Fees:
   Additional costs—including but not limited to aircraft de-icing, war-risk insurance, airport fees, customs, extended airport operating hours, visa clearance, ground time exceeding 2 hours, etc.—will be invoiced separately with an additional 7% management fee.
   
   
4. Provision of Information and Documents:
   Providing the necessary information and documents (including but not limited to medical facility details, ground transportation details, the patient’s latest medical report, travel documents, and identification) before the start of the Service is the client’s obligation. AOM has the right to refuse or cancel the Service in case of missing information/documents or non-compliance with relevant regulations. Under no circumstances shall AOM be held responsible for any losses resulting from the client’s actions.
   
   
5. Sea-Level Flight:
   Depending on the patient’s medical condition, if AOM’s medical team decides before or during the flight that the mission cannot be performed under normal flight conditions and the patient requires sea-level / low-altitude transport, an additional 10% of the total proposal amount will be invoiced to the client. Such changes will be documented in the patient’s medical transport report and communicated to the client if applicable.
   
   
6. Operational Delay Caused by the Client:
   In case of delays caused by the client, AOM reserves the right to invoice the related expenses to the client.
   
   
7. Assessment of the Patient’s Medical Condition:
   AOM reserves the right to refuse the flight after reviewing the latest medical diagnosis and condition of the patient. If the patient’s condition is too severe at the scheduled departure time or does not match the medical report provided by the client, AOM reserves the right to refuse the transport for the patient’s well-being. In such cases, the total cost of the Service remains fully chargeable to the client.
   
   
8. Escort on Board:
   Depending on the patient’s condition, AOM reserves the right to decide whether an escort will be permitted on board.
   
   
9. Baggage:
   AOM reserves the right to determine the amount of baggage or cargo allowed onboard. Standard allowed baggage is two handbags or one suitcase. AOM reserves the right to inspect baggage for safety reasons at any time.
   
   
10. Payment Terms:
    Unless otherwise agreed in writing, the total Service cost must be transferred to AOM’s account before takeoff. AOM shall not be held responsible for delays caused by late payments. AOM may invoice additional costs resulting from late payment. For payments made by credit card, 3% of the proposed price will be charged to the client.
    
    
11. Cancellation Policy:
    In case of flight cancellation by the requesting provider or the client, the following cancellation fees apply:
    • If the flight is cancelled after activation, 25% of the proposed amount will be charged.
    • If the flight is cancelled less than 72 hours before the first scheduled flight, 50% of the proposed amount will be charged.
    • If the flight is cancelled less than 12 hours before the first scheduled flight, 100% of the proposed amount will be charged.
      
      
12. Flight Cancellation:
    In case of adverse weather conditions, technical issues, or any unforeseen problem beyond AOM’s control, AOM reserves the right to reschedule the flight plan or cancel the flight.
    
    
13. Validity of the Proposal:
    Unless otherwise agreed in writing, this proposal is valid for 7 days.
    
    
14. Protection of Personal Data:
    No personal data is collected without your knowledge. Air Ocean Maroc ensures that the collection and processing of personal data comply with Law No. 09-08 of February 18, 2009, regarding the protection of individuals with respect to the processing of personal data.

No personal data is transferred to third parties.

a. Contact Form

The personal data communicated to Air Ocean Maroc via the contact form is used solely to respond to the user’s requests. It is accessible only to authorized services, is not shared with any third party, and is retained only for the time necessary to process the requests.