Terms & Conditions

1. About AYAM — company information

AYAM is a hospitality brand offering boutique stays and guest services in Marrakech. The operator of this platform is to be confirmed, a Moroccan limited liability company (société à responsabilité limitée, SARL), registered office at to be confirmed, to be confirmed, to be confirmed.

• Commercial Register (RC): to be confirmed
• ICE number: to be confirmed
• Email: to be confirmed · Phone: to be confirmed Where a detail appears as "to be confirmed", it will appear once AYAM has configured it. AYAM does not present unconfirmed information as registered or approved.

2. Scope of these terms

These terms apply to the AYAM public website, booking requests and confirmed direct bookings, the authenticated AYAM Guest Guide, and the guest services AYAM arranges (including Stock My Fridge, Make It Special, transfers and other concierge services), subject to applicable law and mandatory consumer protections. AYAM operates certain accommodations directly and manages others for property owners; in both cases AYAM handles the guest relationship described here. For bookings made through external platforms (Airbnb, Booking.com and similar), the platform's own terms govern the booking contract and its payment and cancellation; these terms apply to the on-the-ground stay and services AYAM provides, to the extent they are compatible with the platform contract.

3. Definitions

"Guest" means the person who books or stays. "Booking request" means a non-binding request submitted through the AYAM website. "Confirmed booking" means a reservation AYAM has confirmed as described in section 5. "Guest Guide" means AYAM's authenticated digital guide for your stay. "Stay Agreement" means the digital check-in agreement, where enabled. "Services" means the additional services AYAM arranges. "GuestAccess record" means AYAM's internal record of your reservation.

4. Booking requests

Submitting a booking request does not automatically guarantee a reservation. AYAM reviews each request — availability is not locked while a request is pending — and may accept it, decline it, or propose alternatives. Until confirmation under section 5, no binding reservation exists and no payment is due.

5. Booking confirmation — when a contract is formed

A binding accommodation contract is formed only when AYAM confirms your booking and creates its GuestAccess record. At confirmation, the property, dates, guests, price and the applicable cancellation policy are fixed on your reservation. Before submitting a booking request you are asked to accept these Terms and the applicable Cancellation & Refund Policy; the accepted document versions, language and timestamp are recorded on AYAM's systems. AYAM's staff cannot bypass a missing acceptance when confirming a booking. You can review both documents before agreeing; the links appear on the booking form.

6. Prices, taxes and mandatory charges

AYAM's primary commercial pricing currency is the Euro (EUR); prices are shown in EUR unless otherwise indicated at booking. Guests who choose to pay cash at the accommodation may settle in Moroccan Dirham (MAD) at AYAM's configured exchange rate, locked when the cash method is confirmed. Displayed prices include the accommodation amount for the stay shown. Any applicable value-added tax (TVA) and any tourist tax or similar mandatory local charge are stated at booking where they apply; AYAM does not invent tax amounts. The currency and total you confirm at booking are those that apply to your reservation.

7. Payment terms

AYAM currently takes no online card payments on its website. Payment is arranged manually with AYAM: by bank transfer, in cash at the accommodation, or by another method AYAM expressly agrees with you. Where a deposit/balance split applies, the deposit amounts, balance and its due date are stated on your payment request. Choosing "pay at accommodation" records your choice only; it is never treated as paid until an AYAM administrator confirms physical receipt. AYAM never stores full card details. AYAM records payments and refunds with provider references; a refund is only marked complete when a payment provider confirms it or an administrator explicitly records a manual refund, clearly labelled as manual.

8. Security deposits and pre-authorisation holds

Where a security requirement applies to your reservation (per the property's settings, your reservation's override, or rules for your booking source), the type (temporary card hold or collected deposit), amount and currency are shown in the Guest Guide before check-in. A hold is a temporary authorisation, not a charge; a deposit is collected and then returned. A collected amount is recorded as such only when a payment provider confirms it or an administrator records a manual collection, clearly labelled. After check-out AYAM inspects the accommodation; any deduction is documented with evidence (records, photographs) and communicated to you. You may dispute a deduction through the Guest Guide's dispute flow, and AYAM will review and respond. Deposit return or hold release is handled separately from stay refunds.

9. Check-in and check-out

Check-in is from the time stated for your reservation; check-out is by the stated time. Where AYAM's digital check-in is enabled, you may be asked to confirm guest details, accept the Stay Agreement and, where configured, complete identity verification before physical access is released. If you expect to arrive late, please tell AYAM through your Guest Guide. At check-out you agree to leave the accommodation in reasonable condition and follow the departure instructions provided.

10. Guest information and identity verification

You agree to provide accurate, complete guest information. Operators of tourist accommodation in Morocco are subject to applicable tourism regulations, which may require the collection of certain guest registration information; AYAM collects only what is legally required and what is operationally necessary for your stay. Where identity verification is configured (globally or per property), you may be asked to provide an identity document (for example a passport or national ID card). Identity data is handled as described in the Privacy Policy and retained only as long as configured and legally permitted. The exact scope of Moroccan guest-registration obligations for AYAM's establishment categories is to be confirmed by legal counsel, and AYAM will not claim obligations it has not verified.

11. The Digital Guest Guide

Your Guest Guide is accessed with a personal PIN and, during your stay, a session bound to your reservation. Treat your PIN as confidential: do not share it beyond your travel party. Sessions expire no later than your stay's check-out and at most seven days after issue, and AYAM can revoke them. You are responsible for keeping your own device secure. The Guest Guide is for your stay's use; its contents (including access codes) must not be published or forwarded outside your party.

12. Property access and smart-lock credentials

Physical access details (access method, codes, entrance codes, floor/unit, instructions) are released only when: (a) the applicable digital check-in has been approved, (b) any applicable security requirement is complete, and (c) the release window has opened — never earlier than 24 hours before your reservation's scheduled check-in moment (Marrakech local time, Africa/Casablanca). This timing applies to every release setting, including manual release by AYAM staff. Access credentials are for registered guests only and must not be shared beyond your party. AYAM may change access codes between stays as an operational measure; AYAM does not claim an automated lock integration unless one is actually configured and announced.

13. House rules

Each property's house rules (for example on smoking, pets, noise and quiet hours, parties, and maximum occupancy) are published in the Guest Guide and at the property. Guests must follow them. AYAM may treat a serious or repeated breach as a reason to end the stay, subject to applicable law and without prejudice to mandatory consumer rights.

14. Occupancy and use of the accommodation

Only the number of guests registered on the reservation may stay overnight unless AYAM agrees otherwise. The accommodation is for holiday/residential use only; commercial activity, subletting and unlawful use are not permitted. You are responsible for informing AYAM of any change in guest details.

15. Damage and liability

You are responsible for damage you or your party cause during the stay, subject to applicable law; AYAM may recover reasonable repair or replacement costs, documented as described in section 8. Neither party excludes or limits liability to the extent required by law. Where the law permits limitation, AYAM's liability for the stay and services is limited to the amounts actually paid for the affected stay or service, and AYAM is not liable for indirect or consequential losses except where the law requires otherwise. AYAM takes reasonable care to describe each accommodation accurately and to keep it in good condition. Please secure your valuables; AYAM is not liable for loss of guest belongings except where the law requires.

16. Cancellations, changes and unavailability

Cancellation of a direct booking is governed by the Cancellation & Refund Policy and by the cancellation policy recorded on your reservation at confirmation, which later policy changes never retroactively alter. Requests to change dates or details are handled subject to availability and are not guaranteed; where a change is agreed, it is recorded on your reservation. If AYAM cannot provide the confirmed accommodation, AYAM will inform you as early as practicable and offer, at your choice, a comparable alternative accommodation or a full refund of the undelivered accommodation charges, without prejudice to mandatory legal rights.

17. Guest services

AYAM arranges optional services (Stock My Fridge grocery stocking, Make It Special celebrations, transfers, day trips, breakfast, housekeeping, spa and similar). Service availability, prices and lead times are shown in the Guest Guide or quoted on request. Some services are fulfilled by third-party suppliers (florists, transport providers and others) whose own conditions may apply to the service itself, subject to applicable law. For request-based services, AYAM prepares a quote and purchases only after your approval; if a price changes, a new quote is presented. Service cancellation rules are configured per service and shown in the Guest Guide; where AYAM has already purchased non-returnable third-party goods for your order, the non-recoverable portion may be retained where legally permitted, and AYAM will inform you transparently. AYAM will tell you as early as practicable if a requested service cannot be arranged.

18. Complaints and dispute handling

Please raise any concern promptly with AYAM through the contact details below or your Guest Guide; AYAM handles complaints in good faith and aims to resolve them quickly. Nothing in these terms waives rights you have under mandatory consumer protection rules, including Law 31-08 on consumer protection in Morocco. For consumers, AYAM remains reachable for amicable resolution before any formal step; where no amicable solution is reached, the competent Moroccan courts (or an applicable mediation/consumer mechanism) have jurisdiction.

19. Applicable law

These terms and any contract formed under them are governed by the laws of the Kingdom of Morocco, including its mandatory consumer protection provisions. Subject to mandatory jurisdictional rules, the competent courts of Morocco have jurisdiction.

20. Languages

These terms are available in English, French, Dutch and Arabic for your convenience. In case of inconsistency between language versions, the French version is proposed to prevail, subject to confirmation by legal counsel and applicable law.

21. Changes to these terms

AYAM may update these terms. Each version carries a version number and effective date. A new version applies to bookings requested after its effective date. Confirmed bookings keep the terms and cancellation policy versions recorded at their confirmation and acceptance; later changes never retroactively alter them.

22. Contact details

AYAM · to be confirmed (SARL) · to be confirmed, to be confirmed, to be confirmed · Email: to be confirmed · Phone: to be confirmed. Registration, ICE and tax references: as stated in section 1.

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