Terms & Conditions

1. About AYAM

AYAM ("we", "us") is a Marrakech hospitality brand operating boutique stays and guest services. AYAM is the brand name; the legal operator may be a separate legal entity. The operator's legal details are set out in the "Contact details" section below and in Admin → Settings → Legal & Privacy. Where any required legal information is shown as "to be confirmed", it will appear once configured.

2. Scope of these terms

These Terms & Conditions apply to your use of the AYAM public website, any direct booking made with AYAM, the authenticated AYAM Guest Guide, and the services AYAM arranges (Stock My Fridge, Make It Special, Personal Shopper, airport transfers and other concierge services), subject to applicable law. Bookings made through external platforms (Airbnb, Booking.com and similar) remain governed by those platforms' terms for the booking itself; these terms apply to the stay and services AYAM provides on the ground.

3. Definitions

"Guest" means the person who books or stays. "Stay" means the accommodation period. "Guest Guide" means the authenticated digital guide accessed via a property-specific code. "GuestAccess" means AYAM's internal record of your stay. "Services" means the AYAM-arranged services described in these terms. "Direct booking" means a booking made directly with AYAM. "External booking" means a booking made via a third-party platform.

4. Booking process

A booking is made by selecting a property and dates and submitting a booking request. A direct booking is only confirmed when AYAM accepts it and creates a GuestAccess record for your stay. Until then, no binding reservation exists.

5. Direct AYAM bookings

For direct bookings, AYAM confirms availability and creates your GuestAccess record. The confirmation, stay dates, guest details and applicable cancellation policy are recorded on that record. Where legally or operationally required, you will be asked to accept these Terms and the applicable Cancellation Policy before confirmation. Acceptance is recorded with the document version, timestamp and booking reference.

6. Third-party / platform bookings

Bookings made via Airbnb, Booking.com or other external channels are governed by that platform's terms and cancellation policy for the booking and payment. AYAM provides the accommodation and on-the-ground services. AYAM does not impersonate those platforms and does not control refunds they handle.

7. Prices and currency

Prices are shown in the currency displayed at the time of booking. AYAM primarily operates in Moroccan Dirham (DH/MAD); where another currency is shown it is indicative. Applicable taxes, where any, are stated at booking.

8. Payment

For direct bookings, payment is handled through AYAM's payment provider where one is connected, or by arrangement with AYAM. No payment is taken until the booking is confirmed. AYAM never stores full card details; payment is processed by the payment provider.

9. Booking confirmation

A direct booking is confirmed when AYAM creates your GuestAccess record. You will receive the access details and Guest Guide code according to the configured release timing for your reservation.

10. Guest responsibilities

You agree to provide accurate details, to use the property lawfully, and to follow the house rules provided in the Guest Guide and at the property.

11. Check-in

Check-in is from the time stated for your reservation. The AYAM Digital Check-In, where enabled, may require you to confirm details, accept the Stay Agreement and, where configured, provide identity information before access is released.

12. Identity verification

Where identity verification is configured (globally or per property), you may be asked to provide an identity document. This is handled as described in the Privacy Policy. Identity data is treated as particularly sensitive and retained only as long as configured and legally required.

13. Property access

Physical access details are released according to the configured release timing for your reservation (immediately, 24 hours before, on check-in day, or manually by AYAM). Access details are for registered guests only and must not be shared beyond your party.

14. Check-out

Check-out is by the time stated for your reservation. You agree to leave the property in reasonable condition and return any keys or access means as instructed.

15. House rules

House rules are provided in the Guest Guide and at the property. They cover matters such as smoking, pets, noise and quiet hours, parties, and occupancy. Breach of house rules may, subject to applicable law, affect your stay.

16. Occupancy

Only the number of registered guests shown on your reservation may stay overnight unless otherwise agreed. You are responsible for informing AYAM of any change.

17. Damage

You are responsible for damage caused during your stay, subject to applicable law. AYAM may, where permitted, recover reasonable costs of repair or replacement.

18. Security holds / deposits

Where a Refundable Security Hold or Deposit applies to your reservation, the details are shown in the Guest Guide. A hold is a temporary authorization on a card, not a charge; a deposit is collected and then refunded. Release of a hold or deposit is separate from any refund and is handled according to the security policy for your reservation.

19. Cancellations

Cancellation of a direct booking is governed by the Cancellation & Refund Policy and the specific cancellation policy snapshot recorded on your reservation. External-platform cancellations are handled by the platform.

20. Refunds

Refunds, where due, are handled separately from cancellation. AYAM never marks a refund as complete unless the payment provider confirms it or an administrator explicitly records a manual refund (clearly labelled). See the Cancellation & Refund Policy.

21. No-shows

A no-show is treated according to the cancellation policy on your reservation. Subject to applicable law, a no-show may not attract a refund.

22. Changes to bookings

Requests to change dates or details are handled by AYAM subject to availability. Changes are not guaranteed and may, subject to applicable law, affect pricing.

23. AYAM Services

AYAM arranges additional services such as transfers, day trips, cleaning, chef and spa services. Availability and pricing are shown in the Guest Guide or on request.

24. Stock My Fridge

Stock My Fridge is a grocery stocking service. Orders are subject to the lead time configured for your reservation. Cancellation may be restricted once shopping has begun, as set out in the Cancellation & Refund Policy and the service configuration.

25. Personal Shopper

Personal Shopper is a request-based concierge sourcing service. Submitting a request is not an order or purchase. AYAM reviews the request, prepares a quote, and you choose whether to accept. Once a quote is accepted and a supplier committed or item purchased, cancellation may be restricted according to the request stage and configured rules.

26. Make It Special

Make It Special covers flowers, chocolates, romantic arrivals, birthday surprises and custom celebrations. Once a third-party product has been ordered or preparation has begun, cancellation is governed by the configured rule for that service rather than assuming full refundability.

27. Airport transfers

Airport transfers are arranged subject to availability and lead time. Cancellation cutoffs may be based on the configured lead time for the transfer.

28. Third-party suppliers

Some services are provided by third-party suppliers (florists, transport providers and others). AYAM arranges these on your behalf. The supplier's own terms may apply to the service itself, subject to applicable law.

29. Service availability

Services are subject to availability and local conditions. AYAM will inform you as early as practicable if a requested service cannot be arranged.

30. Service cancellations

Service cancellation rules are configured per service and shown in the Guest Guide. They are not auto-applied legal guarantees.

31. Guest approval of custom quotes

For request-based services (Personal Shopper, some Make It Special), a quote is prepared and you must approve it before purchase. AYAM does not purchase before your approval. If the price changes after acceptance, a new quote is presented for your approval.

32. Force majeure / circumstances outside reasonable control

Neither party is liable for failure caused by circumstances outside reasonable control, subject to applicable law.

33. Complaints

Complaints should be raised with AYAM promptly through the contact details below. AYAM will seek to resolve concerns in good faith.

34. Liability

Nothing in these terms excludes or limits liability to the extent required by applicable law. Where applicable law permits, AYAM's liability is limited as set out here. AYAM does not accept liability beyond what is permitted by applicable law.

35. Intellectual property

The AYAM website, Guest Guide and branding are owned by AYAM or its licensors. You may not copy or reuse them without permission.

36. Website / Guest Guide usage

You agree to use the website and Guest Guide lawfully and not to misuse, reverse-engineer, or disrupt them. Access to the Guest Guide is personal to your stay.

37. Privacy

AYAM processes personal data as described in the Privacy Policy, which forms part of these terms.

38. Applicable law

These terms are governed by the laws of Morocco, subject to applicable law and any mandatory consumer-protection rules. Disputes are subject to the jurisdiction of the competent courts, subject to applicable law.

39. Changes to these terms

AYAM may update these terms. A new version takes effect from its effective date for new bookings. Bookings already confirmed retain the terms and cancellation policy that applied at confirmation; later changes do not retroactively alter them.

40. Contact details

AYAM · to be confirmed (legal operator) · to be confirmed, to be confirmed, to be confirmed · Email: to be confirmed · Phone: to be confirmed. Registration/ICE/tax references: to be confirmed where not yet configured.

DRAFT — for professional legal review. This document is a working draft prepared for AYAM. It is not legal advice and has not been marked as compliant, approved, or registered with any authority. Final wording must be reviewed by a qualified legal professional before production use. Where company or legal information is shown as "to be confirmed", it will appear once configured by AYAM in Admin → Settings → Legal & Privacy.