Terms & Booking Conditions

These Terms & Booking Conditions govern the services offered by Marrakech Box through its website, as well as via email or any other channel used to make a booking.

Marrakech Box offers Boxes combining various experiences and services in Marrakech, along with customisable add-ons: activities, transport, dining, nightlife, wellness, accommodation and other concierge services.

Every booking implies that these conditions have been read and accepted.

Bookings can be made through the Marrakech Box website up to the day before the start date of the stay.

For a ready-made Box (Friends, Family, Ladies, Couple), the booking is made and paid online: it becomes final as soon as the payment is validated. Marrakech Box then contacts the client by email to set the timings of each service.

For “Build your Box”, submitting the form is a request for a personalised proposal: no payment is taken at that stage and the booking only becomes final once the proposal is accepted and paid.

The client undertakes to provide accurate information, in particular regarding:

• the dates of the stay;
• the number of travellers;
• contact details;
• flight times where these are required;
• any specific needs or constraints that may affect the booked services.

Marrakech Box cannot be held liable for the consequences of information that is incorrect, incomplete or provided late by the client.

The applicable prices are those shown at the time of booking or set out in the personalised quote sent to the client.

Where a price is shown “per person”, the total amount depends on the number of participants declared at the time of booking.

Additional services added to an initial Box may lead to further charges.

Where a service is listed “on request”, its price is communicated to the client before confirmation.

Payment for a ready-made Box is made online by card at the time of booking, based on the summary displayed before validation.

A booking is only definitively recorded once the payment or deposit requested by Marrakech Box has been received.

Where the client later adds activities, services or options, an additional payment may be requested before these are definitively booked.

When a client selects an existing Box, they may request additional services.

These services complement the Box initially selected and may involve an extra cost.

Adding a service does not automatically change the other items already included in the Box.

The “Build your Box” service allows the client to put together a fully bespoke request without first selecting an existing Box.

Following the request, Marrakech Box sends the client a personalised proposal by email covering the selected services and their pricing, with no commitment or payment at this stage.

Submitting the “Build your Box” form is a quote request, not a final booking.

Any change request must be sent to Marrakech Box as soon as possible.

This may concern:

• the dates;
• the number of participants;
• the timing;
• an activity;
• a transfer;
• a restaurant;
• accommodation;
• any other booked service.

A change may involve additional fees or an adjustment to the original price.

Where a service has already been booked or paid for with a partner, changing it also depends on that partner's own conditions.

Any cancellation request must be sent to Marrakech Box in writing.

Any refundable amount depends notably on the cancellation date and on the services already committed.

Amounts already committed to providers and which have become non-refundable may be deducted from any sum returned to the client.

Specific cancellation conditions applying to certain services may be shared with the client before those services are confirmed.

Where a service ultimately cannot take place for a reason beyond the client's control, Marrakech Box looks, wherever possible, for a suitable solution.

Depending on the circumstances, this may take the form of:

• a change of time;
• a change of date;
• an equivalent service;
• a credit note;
• or a refund where applicable.

The client must respect the schedules communicated to them.

In case of lateness, Marrakech Box will do its best to maintain the service but cannot guarantee that the provider will be able to rearrange its schedule.

If the client does not show up without prior notice, the service may be treated as used and will not necessarily give rise to a refund.

Any additional costs resulting from significant lateness may be charged to the client.

For airport transfers, the client must provide the necessary flight information.

In the event of a flight change or delay, the client must inform Marrakech Box as soon as possible.

For private chauffeur-driven vehicles, the times, hours of availability and any mileage limits are those stated in the booking or quote.

Any additional service requested from the driver may incur a supplement.

The client undertakes to follow the safety rules communicated by the providers.

Some activities may be subject to specific requirements regarding age, height, weight, physical condition or equipment.

A provider may refuse a client's participation where safety conditions are not met.

The client remains responsible for following the instructions given before and during the activity.

Some experiences depend on weather conditions, in particular flying, desert and outdoor activities.

Where conditions prevent an activity from running satisfactorily or safely, Marrakech Box and the provider may offer, depending on what is possible:

• a change of time;
• a postponement;
• an alternative activity;
• or the treatment set out in the cancellation conditions of the service concerned.

Restaurant, beach club and nightlife bookings may be subject to the venue's own rules.

Minimum spends, mandatory consumption, dress codes, entry requirements or deposits may in particular apply.

Drinks, bottles, meals or personal spending not explicitly included in a Box remain at the client's expense.

Final admission to certain venues also depends on compliance with their internal rules.

Where Marrakech Box assists in sourcing or booking a villa, riad or hotel, the specific conditions of that accommodation may apply in addition to these terms.

A security deposit, guarantee or specific rules regarding the number of occupants, visitors, timings or use of the property may be required.

The client is responsible for any damage caused by themselves or by members of their group during the stay.

Prices may be calculated on the basis of a specific number of participants.

Any decrease or increase in the number of travellers must be reported.

Reducing the number of participants after booking does not guarantee a proportional price reduction, as some services are charged per group or have already been committed.

Marrakech Box organises and coordinates the services making up the stay according to what has been booked.

Where a service is physically delivered by a partner provider, that provider remains responsible for the proper performance of its own services under applicable regulations.

Marrakech Box nevertheless remains responsible for its own direct obligations, and no clause in these terms should be read as excluding liability that cannot lawfully be excluded.

Marrakech Box cannot be held liable for personal belongings lost, stolen or left behind in a vehicle, venue, accommodation or activity location, except where a specific liability is legally attributable to it.

Clients are invited to check their belongings before leaving each location.

Marrakech Box and its partners may stop or refuse a service where a participant behaves dangerously, violently, disrespectfully or in a way likely to endanger other participants, staff or equipment.

In such cases no refund can be guaranteed for the interrupted service, subject to applicable mandatory rules.

Marrakech Box cannot be held liable for a failure resulting directly from an unforeseeable and irresistible external event preventing the normal performance of a service, within the limits set by applicable regulations.

Marrakech Box will then work with the client and the partners involved to find the most suitable solution.

The rules on the right of withdrawal vary according to the exact nature of the service purchased.

Certain transport, accommodation, catering and leisure services supplied on a specific date or period may be exempt from the right of withdrawal.

Before completing an order, the client is informed whether or not a right of withdrawal applies to their booking.

Any complaint about a service should be reported to Marrakech Box as soon as possible so the team can act during the stay while this is still possible.

After the stay, complaints must be submitted in writing together with the details needed to identify the booking and the service concerned.

Data provided with a request or booking is used to handle the client's request and organise the services concerned.

Full details on how personal data is collected, used and stored are set out in the Privacy Policy.

Final confirmation of any order implies prior acceptance of these Terms & Booking Conditions.