Cancellation and Refund Policy

Last Updated: October 26, 2026

This Cancellation and Refund Policy (the "Policy") governs the cancellation rules, expiration parameters, and refund allocations for all transactions executed through Destination.ma (the "Platform").

By completing a Booking on the Platform, both Clients and Partners explicitly accept and agree to comply with the terms set forth herein.

1. TRANSACTIONAL INTERMEDIARY STATUS

Destination.ma acts strictly as an independent intermediary marketplace connecting Clients with independent professional Providers (Hotels, Riads, Car Rentals, Tour Agencies, Travel Agencies, Spas, Salons, and Event Organizers). Destination.ma does not own, manage, or execute the underlying Services/Offers. The final financial risk and performance liability of cancellations remain with the respective Partner, subject to the conditions established below.

2. AUTOMATIC SYSTEM CANCELLATIONS & REQUEST EXPIRATIONS

To maintain operational integrity and guarantee a seamless client experience, the Platform enforces an absolute rule regarding pending booking confirmations:

• Partner Non-Responsiveness: When a Client submits a booking request, the Partner must respond within the designated platform window. If a Partner fails to accept or reject the request before it expires, the platform's automated engine will instantly cancel the booking.
• Refund Allocation: In the event of an automatic system expiration cancellation, the Client is immediately issued a full 100% refund, covering the entire transaction amount, including all platform service fees, without any penalties assessed to the Client.

3. REFUND ALLOCATION ON JUSTIFIED CANCELLATIONS

If a booking is successfully accepted by a Partner and subsequently cancelled by the Client under an active, valid cancellation window (as defined by the specific tier chosen by the Partner for that listing), the following structural financial distribution applies:

• Total Return: The Client is legally entitled to a return covering the full amount originally paid, which includes both the underlying service price and the platform service fees.
• Platform Fee Split: The Platform returns its exact commission fraction and service fees, and the Partner returns their respective distributed payout share. Neither party shall retain transaction fees from a client who cancels within a valid, authorized window.

4. PARTNER-INITIATED CANCELLATIONS

Once a Booking is officially accepted, the Partner is under a strict contractual obligation to honor it. Unjustified Partner-initiated cancellations damage marketplace trust and are treated as breaches of service.

• Partner Obligations: If a Partner is physically unable to fulfill an accepted booking, they must instantly notify the Client and arrange an alternative option of equal or higher operational standard nearby, absorbing any positive price difference.
• Platform Penalties: If the Partner fails to provide an equivalent alternative and forces a cancellation, the Client receives a 100% refund. Destination.ma will fully deduct the platform's lost commission from the Partner's next automated payout balance or issue a direct invoice. Excessive Partner-initiated cancellations will trigger immediate account suspension.

5. RECONCILIATION FOR "PAY AT THE VENUE" BOOKINGS

For bookings where the Client selects the option to pay directly on-site at the venue, the platform tracks the transaction for commission allocation:

• Client Cancellations: If the client cancels via the platform within the valid cancellation window, no fees apply to either party.
• No-Shows: If a client fails to show up without cancelling ("No-Show") for a booking where a deposit or card hold was captured, the Partner is entitled to collect the contractual no-show penalty. The Platform will systematically assess its standard commission rate on any cancellation or no-show fees retained by the Partner. This commission will be deducted from the Partner's next online balance or included in the next billing invoice, which must be settled within 7 calendar days.

6. DISPUTES AND EXCLUSIONS

• Force Majeure Exceptions: In accordance with Article 269 of the Moroccan Dahir of Obligations and Contracts (DOC), regular cancellation timelines may be frozen or overridden during a verified, unpredictable force majeure event (such as localized natural disasters, sudden state border closures, or emergency health lockdowns). Under such circumstances, remediation will follow specific decrees issued by Moroccan public authorities or specialized alternative updates published on Destination.ma.
• Late Cancellations: Cancellations initiated by the Client outside the listing's authorized free cancellation window are subject to the specific strict retention rules selected by the Partner at the time of booking.

7. AMENDMENTS & MODIFICATIONS

Destination.ma reserves the right to modify these algorithmic cancellation architectures. Partners will be notified at least fifteen (15) days prior to any policy modifications taking effect. Continued platform operation constitutes binding acceptance of the newly revised rules.