CUSTOMER TERMS AND CONDITIONS
KenZa’s SARL Updated: 15 September 2025
Summary of these Terms
These Terms, together with the information shown during the booking process, the booking confirmation, the applicable cancellation and payment conditions, and any house rules or activity-specific safety instructions, form the contractual basis on which KenZa’s SARL offers travel experiences and related services.
By making or confirming a booking, you agree to these Terms and to any additional conditions clearly presented to you before booking. If you do not accept them, please do not make or use the booking.
If something goes wrong with your travel experience, please contact KenZa’s SARL as soon as possible so that the matter can be investigated and, where possible, resolved.
Contents
A. All Travel Experiences
B. Accommodation
C. Activities and Experiences
D. Private Transport and Transfers
E. Changes, Cancellations and Refunds F. Definitions
A. ALL TRAVEL EXPERIENCES A1. Definitions
Certain words have specific meanings. The definitions at the end of these Terms apply throughout this document.
A2. About these Terms
1. When you complete a booking, you accept these Terms and any additional terms displayed or communicated during the booking process.
2. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
3. Specific conditions for accommodation, activities or transport prevail over the general conditions if there is a conflict.
4. The English version is the governing version of these Terms unless mandatory local law requires otherwise.
A3. About KenZa’s SARL
KenZa’s SARL provides and/or arranges travel-related services including accommodation, hospitality experiences, activities and, where offered, transport or transfers. The identity of the actual service provider will be made clear where a service is provided by an independent third party.
Where KenZa’s SARL uses a third-party provider, driver, guide, payment provider or other supplier, that party may apply additional operational or safety conditions to the relevant service.
A4. Information and booking platform
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1. KenZa’s SARL takes reasonable care to keep descriptions, prices, availability and other information accurate and up to date. Minor errors, interruptions or omissions may occur. We will make reasonable efforts to correct them once identified.
2. Photographs, descriptions and illustrations are intended to give a fair impression of the accommodation or experience but may not show every detail.
3. You must provide correct and current contact, guest and payment information. You are responsible for the accuracy of the information supplied in connection with your booking.
4. Unless expressly agreed otherwise, the person making the booking must be at least 18 years old and is responsible for the booking and for communicating relevant conditions to the other members of the group.
A5. Guest conduct and acceptable use
You must comply with applicable law, use the accommodation and services for their intended purpose, respect staff, neighbours and other guests, and avoid behaviour that causes nuisance, danger or damage. Fraudulent bookings, abusive conduct, unlawful activity and deliberate misuse may result in refusal of service or cancellation.
A6. Prices
1. By making a booking you agree to pay the price shown or otherwise confirmed, including any taxes, fees or supplements stated as applicable.
2. Obvious pricing or typographical errors are not binding. If a clearly incorrect price has been published, KenZa’s SARL may cancel the affected booking and refund amounts already paid.
3. Currency conversion by your bank, card issuer or payment provider may result in additional fees or a different exchange rate. Such third-party charges are outside the control of KenZa’s SARL.
A7. Payment
1. A booking may require full payment, a deposit or payment on arrival, depending on the conditions communicated before confirmation.
2. Where a deposit or prepayment is required, the booking is not fully secured until the required amount has been successfully received or authorised.
3. If payment cannot be collected by the stated deadline, KenZa’s SARL may cancel the booking. Any refund will be determined by the applicable cancellation and payment conditions.
4. Payments may be processed by an external payment provider. Guests must use accurate payment information and are responsible for contacting their bank or card provider if they suspect unauthorised use.
5. Where payment is offered in a currency different from the local settlement currency, the applicable exchange rate and any conversion charges may be determined by the payment provider or bank.
A8. Booking conditions
1. The cancellation, no-show, prepayment, occupancy, age, deposit, extra-bed, meal, pet and other conditions shown or communicated for the booking form part of the contract.
2. If you cancel or fail to arrive, charges and refunds are determined by the applicable cancellation/no-show policy.
3. Some rates or services may be non-refundable or may only be cancelled without charge before a stated deadline.
4. If you expect to arrive late, contact KenZa’s SARL as soon as possible. Failure to arrive within the agreed check-in or activity window may be treated as a no-show where this is reasonable in the circumstances.
5. The lead guest is responsible for the conduct of all persons included in the booking and for obtaining any necessary consent before providing their personal information.
A9. Privacy
Personal data may be processed where necessary to administer bookings, payments, guest communication, legal obligations, security and service delivery. Data may be shared with payment processors and service
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providers where reasonably necessary for these purposes, subject to applicable data-protection law.
A10. Accessibility and special requests
Please communicate accessibility needs, dietary requirements, allergies, mobility limitations or other important requests before booking or as early as possible. KenZa’s SARL will make reasonable efforts to assist, but a special request is not guaranteed unless expressly confirmed.
A11. Insurance
Guests are responsible for arranging appropriate travel, medical, cancellation and personal-property insurance where desired or required. Any insurance purchased from a third party is governed by that provider’s own terms.
A12. Intellectual property
Text, branding, photographs, designs and other material belonging to KenZa’s SARL may not be copied, reproduced, commercially exploited or systematically collected without permission, except where permitted by law. Guests retain rights in their own photographs and content, subject to any permission they expressly grant for publication or marketing.
A13. Complaints and problems
1. If a problem occurs, notify KenZa’s SARL promptly and provide sufficient details to allow the issue to be investigated. Where appropriate, provide photographs, receipts or other supporting information.
2. Guests should give KenZa’s SARL a reasonable opportunity to remedy a problem during the stay or experience where a remedy is possible.
3. Nothing in these Terms limits mandatory consumer rights that cannot lawfully be excluded.
A14. Communication
KenZa’s SARL may communicate with guests by email, telephone, messaging services or other contact methods supplied in connection with the booking. Guests are responsible for monitoring the contact details they provide.
A15. Unacceptable behaviour
KenZa’s SARL may refuse service, terminate an activity, require a guest to leave, or cancel a booking where a guest seriously breaches these Terms, acts unlawfully, threatens safety, causes significant nuisance or damage, or behaves abusively toward staff or others. Refund entitlement, if any, will depend on the circumstances and applicable law.
A16. Limitation of liability
1. Nothing in these Terms excludes or limits liability where such liability cannot legally be excluded, including liability arising from fraud, wilful misconduct or other matters protected by mandatory law.
2. KenZa’s SARL is not responsible for losses that were not reasonably foreseeable when the booking was made, for events reasonably outside its control, or for losses caused by incorrect information supplied by the guest.
3. Where an independent third party provides part of the travel experience, that provider remains responsible for its own acts and omissions to the extent provided by applicable law.
4. Guests remain protected by any mandatory consumer law that applies to the booking.
A17. Governing law and disputes
These Terms are intended to operate subject to applicable Moroccan law and any mandatory consumer-protection rules that apply to the guest. Any jurisdiction clause must be interpreted subject to rights that cannot lawfully be waived. Guests are encouraged to contact KenZa’s SARL first so that disputes can be addressed directly.
A18. Changes to these Terms
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KenZa’s SARL may update these Terms from time to time. Material changes will apply prospectively unless a change is required by law. Existing bookings remain subject to the terms and booking conditions accepted when the booking was made, unless the parties agree otherwise or mandatory law requires a different result.
B. ACCOMMODATION B1. Scope
This section applies to accommodation supplied or managed by KenZa’s SARL, including rooms, suites, houses, villas and riads.
B2. Contract and accommodation information
The accommodation, room type, occupancy, included services, price and dates are those shown in the booking confirmation. Availability, facilities, house rules and other material booking information form part of the booking.
KenZa’s SARL may use photographs and descriptive names to distinguish room types. Minor differences in furnishings or presentation do not by themselves constitute a failure to provide the booked accommodation, provided the essential characteristics are supplied.
B3. Guest obligations
Guests must treat the accommodation, furniture, equipment and other property with reasonable care and leave it in substantially the same condition as on arrival, allowing for ordinary use. Damage, breakage or loss should be reported as soon as possible and before check-out where practicable.
Guests must take reasonable steps to keep the property secure, including locking doors and windows when appropriate, and must comply with occupancy limits and house rules.
B4. Accommodation cancellation policy
Unless a different policy is clearly stated in the booking confirmation:
– Cancellation 21 days or more before arrival: no cancellation charge.
– Cancellation 20 to 8 days before arrival: 50% of the booking value may be charged.
– Cancellation 7 days or less before arrival, or no-show: up to 100% of the booking value may be charged.
If a specific rate, promotion, group booking or special arrangement has different cancellation terms, the conditions communicated for that booking prevail.
B5. Damage deposits and damage claims
A security or damage deposit may be required if this is disclosed before booking or agreed before arrival. A guest may be charged for proven damage, loss or exceptional cleaning caused by the guest or members of the group, subject to applicable law and reasonable evidence. Ordinary wear and tear is not chargeable as damage.
C. ACTIVITIES AND EXPERIENCES C1. Scope
This section applies to activities and experiences offered or arranged by KenZa’s SARL, including cooking classes, guided e-mountain-bike tours, excursions and similar experiences.
C2. Participation
Guests must provide accurate participant numbers and disclose information that is reasonably relevant to safe participation, including dietary requirements for food experiences and any limitations relevant to physical activities. Participants must follow reasonable safety instructions given by staff, guides or instructors.
KenZa’s SARL may refuse or stop participation where continuing would create a material safety risk, including because of dangerous behaviour, intoxication, unsuitable equipment or a participant’s refusal to
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follow safety instructions.
C3. Activity cancellation policy
Unless a different policy is clearly stated in the booking confirmation:
– Cancellation 7 days or more before the activity: no cancellation charge.
– Cancellation 6 to 3 days before the activity: 50% of the activity price may be charged.
– Cancellation within 48 hours of the activity, or no-show: up to 100% of the activity price may be charged.
Weather, safety or operational circumstances may require an activity to be delayed, adapted or cancelled. Where KenZa’s SARL cancels and no suitable alternative is accepted, the amount paid for the cancelled service will be refunded, subject to applicable law.
C4. Food experiences
For cooking classes and meals, guests must notify KenZa’s SARL of known allergies or important dietary restrictions in advance. Reasonable efforts will be made to accommodate dietary requests, but complete absence of trace allergens cannot be guaranteed unless expressly confirmed.
C5. E-mountain-bike and active experiences
Participants must use supplied safety equipment as instructed and ride responsibly. Routes, duration and pace may be adjusted for safety, weather, terrain, group ability or local conditions. A guide may exclude a participant whose conduct creates an unreasonable risk to themselves or others.
D. PRIVATE TRANSPORT AND TRANSFERS D1. Scope and provider
This section applies where KenZa’s SARL offers or arranges private transport or transfers. Transport may be performed by KenZa’s SARL or by an independent driver or transport provider.
D2. Guest obligations
Guests must provide correct pickup details, passenger numbers, luggage information and, for airport pickups, relevant flight details. The contact telephone number supplied with the booking should remain reachable around the pickup time.
Estimated journey times are not guarantees and may be affected by traffic, weather, road conditions, security measures and other circumstances outside reasonable control.
D3. Changes and cancellations
Any transport-specific cancellation deadline stated in the booking confirmation applies. If no specific deadline is stated, guests should contact KenZa’s SARL as early as possible. Material last-minute changes to pickup location, time, passenger numbers or luggage may result in additional charges or may not be possible.
E. CHANGES, CANCELLATIONS AND REFUNDS E1. Guest-requested changes
A request to change dates, guest numbers, room type, activity time, transport details or other booking elements is subject to availability and may change the price. A change is only confirmed when KenZa’s SARL has confirmed it in writing or through the relevant booking channel.
E2. Changes by KenZa’s SARL
If KenZa’s SARL must make a significant change to a confirmed service, the guest will be informed as soon as reasonably possible. Depending on the circumstances, KenZa’s SARL may offer an alternative, a rescheduled service or a refund for the affected part of the booking. Mandatory legal rights remain unaffected.
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E3. Force majeure and circumstances beyond reasonable control
Events outside reasonable control may include severe weather, natural disasters, government restrictions, civil disturbance, transport disruption, utility failure, epidemic measures or other extraordinary events. The parties’ rights in such circumstances depend on the nature of the affected service, the booking conditions and applicable law.
E4. Refunds
Where a refund is due, it will normally be returned using the original payment method where reasonably possible. Processing time may depend on banks and payment providers. Currency movements and third-party bank fees may affect the amount ultimately appearing on the guest’s account.
F. DEFINITIONS
Accommodation means a room, suite, house, villa, riad or other lodging service offered or managed by KenZa’s SARL.
Activity / Experience means a cooking class, guided tour, e-mountain-bike experience, excursion or other bookable leisure or hospitality service.
Booking means a confirmed reservation for a travel-related product or service.
Guest means the person making the booking and, where the context requires, any person included in that booking.
KenZa’s SARL, we, us, our means KenZa’s SARL in its capacity as the supplier, manager or arranger of the relevant service.
Payment Method means the card, bank transfer, cash payment or other accepted method used to pay for a booking.
Prepayment means a payment or deposit due before the relevant accommodation stay or activity begins.
Service Provider means KenZa’s SARL or, where disclosed, an independent party that performs a particular service.
Terms means these Customer Terms and Conditions together with booking-specific terms incorporated into the contract.
Travel Experience means accommodation, an activity, transport or another travel-related service booked from or through KenZa’s SARL.
END OF CUSTOMER TERMS AND CONDITIONS
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