GENERAL TERMS AND CONDITIONS OF USE AND SALE

2.1. Service Facilitation

LOTEL.ma acts as an intermediary for accommodation bookings. Service contracts are established directly between the client and the accommodation provider. LOTEL Partners does not own, manage, or operate the accommodations offered on the platform.

2.2. Accuracy of information

When using LOTEL.ma, the traveller is responsible for the information provided during the booking process (name, dates, telephone number, email, etc.).

2.3. Booking and Payment Policy

A reservation is confirmed only when:

The information is validated by the service provider.

The required payment is made (according to the provider's policy).

Payment: To guarantee reservations, full payment in advance is required at the time of booking.

2.4. Types of tarifs

Depending on the establishment, prices may be:

• flexible (cancellable),
• semi-flexible,
• Non-refundable.

These conditions are clearly stated before payment. LOTEL.ma displays exactly the conditions provided by the service provider or its distribution partners (such as Hotelbeds).

2.5. Secure Transactions

All transactions are secure and processed through the ATTIJARI PAYMENT platform, a technological platform from ATTIJARI PAYMENT PROCESSING that ensures the processing of payment transactions by card or any other payment method certified by ATTIJARI PAYMENT PROCESSING. LOTEL.ma guarantees that your payments will be transmitted directly to the hosting provider.

The ATTIJARI PAYMENT platform guarantees the confidential processing of your banking and personal data in accordance with current security standards, as well as Law no 09-08 relating to the protection of personal data.

3.1. Cancellation Conditions

Cancellation policies vary depending on the service provider. They are clearly displayed before booking.

3.2. Effects of cancellation

• Non-refundable reservations are not eligible for any refunds.
• Flexible bookings are refunded according to the stated timeframes.

3.3. Refund Policy

3.3.1. Refundable Reservations

Reservations identified as "refundable" can be cancelled according to the timeframes mentioned in the booking confirmation.

Unless otherwise stipulated :

• Cancellation more than thirty (30) days before the arrival date: full refund excluding service fees
• Cancellation between twenty (20) and thirty (30) days: depending on the accommodation establishment concerned
• Cancellation less than fifteen (15) days before the service (early departure): no refund.

3.3.2. Non-refundable reservations

Certain promotional offers, special rates, flash sales, or reservations marked as "non-refundable" are not eligible for refunds in the following cases:

• cancellation
• modification
• of non-show (“No-Show”)
• starting point anticipated
• or interruption of the stay.

The Client expressly accepts these conditions at the time of booking.

3.3.3. Modification of Reservations

Any request to modify a reservation remains subject to:

the availability of the service provider;

applicable tariff conditions

as well as any additional costs.

LOTEL.ma does not guarantee acceptance of requested modifications after booking confirmation.

3.3.4. General Refund Conditions

Approved refunds only concern amounts actually received by LOTEL.ma.

The following items may be excluded from reimbursement:

• fees
• administrative fees
• bank transaction fees
• commissions
• currency conversion fees
• non-recoverable taxes
• VAT applicable.

3.3.5. Reimbursement deadlines

Validated refunds are processed within an estimated time of twenty (20) to thirty (30) business days from confirmation of eligibility for refund except in exceptional circumstances.

Additional bank processing times imposed by:

the banks ;

• issuers
• or payment providers, remain independent of LOTEL.ma's responsibility.

3.3.6. Means of reimbursement

Refunds are made via the same payment method used for the booking, unless technically impossible or otherwise agreed.

3.3.7. No-Show

In the event of the Client's failure to appear on the scheduled date without prior cancellation in accordance with the applicable conditions:

the reservation may be cancelled automatically;

No refunds will be given.

3.3.8. Force Majeure

LOTEL.ma cannot be held liable for non-performance or delay in performance resulting from a case of force majeure, including but not limited to:

• natural disasters
• pandemic
• war
• unrest
• closure
• strikes
• government decisions
• disruption
• or any event beyond its control.

In these situations, reimbursements will depend on:

• conditions applied by service providers
• amounts Effectively recoverable
• and any alternative solutions that may be proposed.

3.3.8. Disputes and Claims

Any claim relating to a cancellation or refund must be addressed in writing to the customer service department of LOTEL.ma within a maximum period of seven (7) working days following the event concerned.

The Client will provide :

• his/her reservation number
• supporting documents necessary ; and

any information useful for processing the request.

You can send your questions or complaints to the address:support@lotel.maand/or support number: +212(0)525885886.

3.3.9. Applicable Fees and Taxes

The following charges may apply in accordance with LOTEL.ma's terms and conditions:

• commission on local transactions: excluding VAT + 10% VAT; 1.68%
• commission on international transactions: excluding VAT + 10% VAT; 3.40%
• commissioning fee : 3,000 MAD including tax (20% VAT included)
• monthly platform fees : 189 MAD including VAT (20%).

Local taxes, tourist taxes and other regulatory charges may remain the responsibility of the Client.

3.3.10. Modification

Changes to the reserved period are subject to availability; in case of extension, the price will be changed accordingly.

4.1. Limited Role

LOTEL.ma acts solely as an intermediary to facilitate bookings. We are not responsible for the quality of services provided by the service provider or for any disputes between the customer and the service provider.

As such, LOTEL.ma is responsible in its professional capacity for the direct services it provides.

In this case, it is responsible for direct and proven damages suffered by the client and not for indirect damages, loss of profit, loss of earnings or other.

In the event of a breach of these Terms and/or the terms of the Service Provider, we will not be liable for any costs you may have incurred as a result.

We are not responsible:

for any loss or damage that was not reasonably foreseeable when you made your booking or entered into these Terms; nor

• of any event reasonably beyond our control
• of any error in an email address, phone number or credit card number (unless we caused it).

We make no promises regarding the products and services of the Service Provider other than those expressly stated in these Terms.

For the sake of clarity, these Terms are entered into between you and us. Nothing in these Terms confers any rights on any third party other than the Service Provider.

4.2. Disclaimer of liability

Any complaint related to the quality of the stay, services or additional charges should be addressed directly to the accommodation provider.

LOTEL.ma is not responsible for:

• Delays, upgrades , downgrades, technical problems in the establishment,
• Pricing or availability errors originating from service providers
• Damages, losses, incidents during the stay.

4.3. Availability and quality of service

LOTEL.ma displays the availability provided by service providers or their partners. LOTEL.ma cannot to be held responsible for:

• availability errors ,
• of overbookings ,
• or the actual quality of the accommodation.

Any complaints regarding the stay should be addressed directly to the service provider.

5.1. Price Transparency

The prices shown include taxes and additional fees defined by the service provider.

However, additional services (meals, activities, etc.) will be billed separately by the provider.

5.2. Payment Security

LOTEL.ma uses secure payment systems that comply with international standards, guaranteeing the protection of users' personal and financial data.

6.1. In case of a problem

If you have any issues with your accommodation or any other travel service booked through LOTEL.ma, you should contact the service provider directly. If the issue is related to your booking made through our platform, you can contact us atsupport@lotel.ma

6.2. Role of LOTEL.ma

LOTEL.ma acts solely as an intermediary on behalf of accommodation and travel service providers. We are not a party to the contract between you and the provider and assume no responsibility for its terms.

6.3. Disclaimer of liability

In particular, LOTEL.ma cannot be held responsible for:

• (a) Accuracy of information: Prices, availability, descriptions or ratings of services displayed on the platform
• (b) The services of the service providers: Delays, cancellations, or quality of services provided
• (c) Exceptional circumstances: Any problem resulting from circumstances beyond our control (e.g., power outage, technical failure).

6.4. Limitation of Liability

Neither we, nor our employees, affiliates or representatives will be responsible for:

• (i) indirect losses (loss of revenue, profits, reputation or customers)
• (ii) damages caused by improper use of the platform or the information it contains.

6.5. Maximum Responsibility

LOTEL.ma's total liability in case of dispute is limited to the booking fees you paid for the reservation in question.

6.6. No Implied Warranty

LOTEL.ma does not guarantee the quality, suitability, or compliance of the accommodations listed on the platform. The publication of an establishment does not constitute an official recommendation.

6.7. Fraud

Nothing in these Terms limits or excludes our liability for fraud.

7.1. Secure Payments

LOTEL Partner uses advanced technologies to guarantee the security of payments made via its Lotel.ma platform, in accordance with international standards.

7.2. Unauthorized charges

If unauthorized charges appear on your bank statement after a transaction on LOTEL.ma, we will only be liable in the event of proven direct negligence on our part.

9.1. Content Responsibility

Some users may post reviews, comments or content via LOTEL.ma. You are solely responsible for the information you post and must ensure that it complies with Moroccan law (no illegal, defamatory, offensive or inappropriate content).

9.2. Right of moderation

LOTEL.ma reserves the right to remove any content deemed inappropriate, without prior notice.

9.3. License to Use

By publishing on LOTEL.ma, you grant a non-exclusive license to the platform to use, reproduce and display this content, without time limitation, for promotional purposes.

10.1. Publication of notices

Users can leave reviews on establishments booked through LOTEL.ma. These reviews are shared with the service providers to help them improve their services.

10.2. Moderation of reviews

LOTEL.ma reserves the right to moderate or delete reviews deemed non-compliant (offensive, false or inappropriate content).

11.1. Entire Agreement

These Terms constitute the entire agreement between you and LOTEL Partners regarding your use of the platform.

11.2. Modifications

LOTEL.ma reserves the right to modify these Terms and Conditions at any time. Modifications will apply to new bookings made after the publication of the updates.

11.3. Partial disability

If any part of these Terms is deemed invalid, the remainder will remain fully applicable.