Refund & Rescheduling Policy

Overview

These policies are designed for participants facing specific situations or emergencies. If you're not yet certain about your travel dates, we encourage you to wait until you're confident before booking. Setting up each residency involves complex coordination with our artisan community, which makes changing dates challenging for everyone involved.

We will work with you in good faith on these policies and expect the same from our participants. Anou's residency program directly supports our artisan community, and our operations rely on advance scheduling, fair compensation for artisans, and immediate use of residency fees to prepare your stay.

For this reason, we do not provide refunds for participant-initiated cancellations, but we do offer limited credit transfers depending on notice.

No Refunds for Participant Cancellations

Anou does not offer cash refunds for residency or accommodation fees when a participant cancels or changes their plans.

Rescheduling & Credit Transfers

Changes Made 90+ Days Before Arrival

You may transfer your residency dates once at no cost
100% of your payment becomes credit applied toward new dates
Credit must be used within 12 months
Only one complimentary transfer is permitted

Changes Made 60-30 Days Before Arrival

No refunds
You may transfer your dates with a 20% transfer fee
The remaining 80% of your payment becomes credit applied toward new dates
Credit must be used within 12 months
Only one transfer is permitted

Changes Made Less Than 30 Days Before Arrival

No refunds or rescheduling are available
All residency and accommodation fees are forfeited

Host-Initiated Cancellation

If Anou cancels a residency due to circumstances beyond our reasonable control - including pandemics, natural disasters, government restrictions, or conditions rendering the residency impracticable or unsafe - Anou will issue a full refund of residency and accommodation fees paid directly to Anou.

Participants are responsible for any travel, insurance, or third-party costs incurred. This clause applies only when the cancellation originates from Anou.

Extraordinary Circumstances

In rare, exceptional cases - such as severe medical emergencies or family bereavement - Anou may, at its discretion, allow a one-time transfer even if outside the standard windows. Documentation may be required.

Visa approvals, immigration decisions, and travel logistics are the responsibility of the participant. Anou can provide support letters upon request but does not offer exceptions based on visa denials.

Travel Insurance Recommendation

We strongly encourage residents to purchase travel insurance that covers:

Trip cancellation
Medical emergencies
Travel delays
Unexpected disruptions or force majeure events

This helps protect your expenses under our no-refund policy.

Why This Policy Exists

Our residency supports a large artisan and operations team whose schedules must be arranged months in advance
Residency fees are applied immediately to support fair wages, material preparation, and the work required to host each resident
Cancellations create gaps that are rarely fillable due to long planning timelines
Residency income also supports Anou's broader mission to build an artisan-centered economy in Morocco, ensuring fair wages, sustainable craft development, and long-term community impact
This policy allows us to offer a stable, high-quality residency while maintaining fairness to our team and to applicants who commit firmly to their dates

Questions?

If you have questions about our refund and rescheduling policy, we're happy to help.

Email hello@theanou.com

Refund Policy