1. About us
Marrakech Reserve is a private tourism concierge based in Marrakech, Morocco, offering bookings for activities, car rentals, and luxury villas and apartments. The website marrakechreserve.com is published and represented by Mr. Alaa Eddine Abi, Director.
2. Purpose
These terms govern the use of the website and bookings made through it, whether by online payment or by a request sent via WhatsApp.
3. Bookings and payment
- Activities: paid online by card at the time of booking, through our secure payment provider Stripe. No card data is stored on our servers.
- Villas, apartments and vehicles: subject to availability verification. A request is sent via WhatsApp; the booking is confirmed only once availability is verified and payment terms are agreed.
4. Cancellation, refunds, pickup times and delays
4.1 Cancellation policy
- More than 7 days before the service date: free cancellation, full refund.
- Between 3 and 7 days before: 50% refund of the amount paid.
- Less than 72 hours before: no refund, as the service has already been committed with our providers (transport, guides, equipment booked).
Cancellation requests must be sent in writing via WhatsApp or by email to contact@marrakechreserve.com. The date the request is received is authoritative.
4.2 Refund conditions
Refunds due under this policy are issued to the payment method used at booking (card, PayPal), within 5 to 10 business days depending on your bank's own processing times. Marrakech Reserve cannot be held responsible for delays beyond those applied by Stripe or PayPal.
4.3 Pickup times
The pickup time given at confirmation is a meeting time; the driver or guide will arrive at the agreed location within a 15-minute window around that time. We recommend being ready 10 minutes before the stated time.
4.4 Customer delay or absence
- A 15-minute grace period is applied from the agreed pickup time in case of customer delay.
- Beyond 15 minutes with no word from the customer, the driver or guide may need to leave to honour their next commitments; the service is then considered not fulfilled due to the customer (no-show).
- In case of absence or no-show, no refund is due, as the service was fully mobilised (transport, staff, equipment).
- In case of a foreseeable delay, the customer is asked to notify us immediately via WhatsApp so a solution can be sought where possible.
4.5 Special cases
If Marrakech Reserve or a provider cancels (weather conditions making an activity unsafe, unforeseen unavailability), the customer is offered a free rescheduling to a later date or a full refund, at their choice.
5. Liability
Marrakech Reserve acts as an intermediary between the client and local providers (accommodation, rental companies, guides). We cannot be held liable in cases of force majeure, unforeseen changes made by a third-party provider, or circumstances beyond our control.
6. Governing law
These terms are governed by Moroccan law. Any dispute falls under the jurisdiction of the courts of Marrakech.
7. Contact
For any question regarding these terms: contact@marrakechreserve.com.