SPECIFIC CONDITIONS
The use of the M12.MA site or the purchase through this site, are subject to the Conditions of use of the site as well as to the General Conditions of Sale which we recommend you to read carefully, before carrying out a purchase on line.
ARTICLE 1: BOOKING ON THE M12.MA WEBSITE
1.1 : Site capacity and use
The purpose of the Site is to assist the customer in finding services (flights, stays, cruises, organized trips, tours, transfers, excursions, etc.) both in Morocco and abroad, in order to make reservations in accordance with the General Conditions.
Except in the case of fraud for which it is up to the User to provide proof, the User (customer) is financially responsible for all actions taken on the Site, and in particular for the use made of his/her User name (customer) and password.
He also guarantees the truthfulness and accuracy of the information about him provided on the Site.
Any fraudulent use of this site in contravention of these General Terms and Conditions will justify, at any time, the refusal of access to the services offered by M12.MA /or its partners or any other functionality of the Site.
1.2 : Validity and acceptance of the offer
All purchasers acknowledge that they have read these terms and conditions of sale and all the terms of the proposal before placing their order. Consequently, the placing of an order implies the full acceptance by the User (customer) of our General Terms and Conditions of Sale.
Any derogation to the benefit of the customer will not bring any novation to the present conditions. The total or partial invalidity of any clause of these Conditions shall not in any way invalidate the other provisions.
Our prices are expressed in Moroccan Dirham "MAD" and include VAT.
1.3 : Confirmation & Payment
As soon as the total amount of the purchase has been paid online, and the remainder paid at the agency (in the case of certain products authorized by M12.MA) by credit card or any other payment method integrated into the site, the User (customer) receives the essential elements, such as the identification of the service(s) ordered and the price.
M12.MA offers a range of payment methods to enable you to pay for your online purchases quickly and efficiently. All these payment methods are available when you book online, you just need to click on the one that suits you best.
Your payment details are then encrypted and sent via a secure connection.
The voucher and conditions of sale indicating the booking number will be sent to you immediately by e-mail or handed to you at the agency.
It is the customer's responsibility to find out about and ensure the validity of all administrative and health documents, visas and residence permits relating to police and customs formalities required for the execution of the trip and entry into the territory of the destination concerned.
M12.MA can in no way be held responsible for an inability to travel, a refusal to enter the territory of the country concerned, or any other situation where the customer would find it impossible to benefit from the services ordered due to non-compliance with these formalities.
ARTICLE 2: CUSTOMER SERVICE AND COMPLAINTS
Any requests for information, clarification or complaints should be addressed to :
Or by telephone:
Or by e-mail:
These are collected in the name and on behalf of our Partners within 30 days of the end of the stay.
ARTICLE 3: PROTECTION OF PERSONAL DATA
M12.MA is committed to protecting the privacy of its customers, prospects and visitors to its website in compliance with current regulations and in particular Moroccan law 09-08.
M12.MA collects or is likely to collect personal data by various means of processing such as the Website, mobile applications, call center, "agency" sales outlets, etc. ....
The personal data collected by M12.MA may be processed for the purposes of our activities (such as surname, first name, CIN number, email, photo, telephone number, bank details, etc.), which make it possible to identify or render identifiable the persons concerned.
This data is processed fairly, legitimately and transparently, and under no circumstances passed on or transferred to an external third party.
M12.MA has begun the certification process with the CNDP for compliance with law 09-08 on the protection of individuals with regard to the processing of personal data.
M12.MA is in the process of obtaining PCI-DSS certification for the protection of credit card transactions from an internationally renowned organization.
GENERAL TERMS AND CONDITIONS OF SERVICE
ARTICLE 1 - GENERAL INFORMATION
The General Booking Conditions stipulated in this document apply to all products and services provided by M12.MA. The customer agrees to abide by these General Booking Conditions, which he/she has read prior to booking and accepts without reservation.
These General Terms and Conditions shall be in full force and effect and shall prevail over any other provision unless waived in writing by M12.MA.
ARTICLE 2 - TRAVEL CONTRACT
2.1 Contracting party
The travel contract is concluded with M12.MA according to the type of product(s) or service(s) booked by the customer.
When the reservation is made with a service provider, M12.MA acts as an intermediary between the customer and this service provider. The contract will therefore be subject to the General Terms and Conditions of Sale of this service provider, which may limit or exclude its liability without this exclusion of liability implying an increase in our liability.
The customer may, if necessary, refer to each service provider's website for the General Terms and Conditions of Sale applicable to consumer customers, or ask his travel consultant for any additional information.
In all cases, M12.MA can only investigate claims involving its direct and proven responsibility.
2.2 Contract conclusion
All reservations are subject to availability.
The customer has the opportunity to check the content and total price of his booking and to correct any errors before confirming his order.
Unless otherwise stipulated in these General Booking Conditions, the contract will come into force once M12.MA has received the customer's actual payment.
The customer acknowledges having read these General Terms and Conditions of Service and having reviewed the terms and conditions of the offer before confirming the purchase of the service and paying for it.
It is the customer's responsibility to print or save all contractual documents.
A copy of the contract will automatically be kept in M12.MA's records. The data collected concerning customers is processed in accordance with the provisions of law no. 09-08 on the protection of individuals with regard to the processing of personal data.
The customer acknowledges that he/she has been informed that there may be a booking fee per booking and/or per person depending on the product booked.
The customer will be informed of any charges when the reservation is confirmed. These booking fees are subject to change without notice and may be increased, reduced or waived.
ARTICLE 3 - BOOKING YOUR TRIP
The price of each product or service is regularly reviewed and may vary upwards or downwards. Promotional offers and discounts offered in agencies or on the M12.MA website are offered at the discretion of M12.MA and will remain available for the duration indicated in the promotional offer.
All offers are subject to availability and may be withdrawn at any time.
When making a reservation, the customer guarantees that he/she accepts these conditions on his/her own behalf and/or on behalf of several persons. If the customer makes a reservation for more than one person, he/she guarantees to be jointly and severally liable for all payments due by each of the persons for whom he/she makes the reservation.
It is the customer's responsibility to ensure that any information provided to them by M12.MA or one of M12.MA's suppliers is passed on to all persons.
Any information sent to the customer will be considered as having been sent to all the people for whom the customer has made or is making a reservation.
ARTICLE 4 - PAYMENT
The following payment methods are accepted:
Cash payment ;
Payment by cheque ;
Visa, Mastercard and Eurocard ;
Payment by bank transfer.
In order to prevent the issuing of bad checks and bank card fraud, and to protect the customer against fraudulent use of his means of payment, M12.MA may request additional documents, in particular :
If the customer wishes to make a reservation with one of M12.MA's agencies, M12.MA reserves the right to ask the customer to provide the following information:
A simple copy of the cardholder's identity document;
A simple copy of the credit card if paying by credit card.
If these documents are not received within forty-eight (48) hours of the reservation request, the order may be cancelled by M12.MA, in which case the reservation will be deemed never to have existed.
If the customer wishes to make a reservation on the M12.MA website, M12.MA reserves the right to ask the customer to provide the following information before processing the reservation request:
Proof of address less than three months old;
An identity verification form duly completed and signed by the person making the card payment;
A single copy of the cardholder's identity card;
A simple copy of the bank card.
If these documents are not received within forty-eight (48) hours of the request, M12.MA reserves the right not to proceed with the reservation request.
ARTICLE 5 - TRAVEL DOCUMENTS
5.1 Electronic tickets (e-ticket)
As of June 1er 2008, following a decision by the International Air Transport Association (IATA) and all airlines, travel agencies are no longer allowed to issue paper tickets.
This means that M12.MA will only be able to issue e-tickets.
Where M12.MA is unable to issue an electronic ticket, the reservation will be taken into account subject to the possibility of obtaining from the supplier a ticket in a format accepted and recognized by international conventions.
If the supplier is unable to issue the ticket in any form, M12.MA will cancel the customer's order and the reservation will be deemed never to have existed.
In the event of a cancellation of the customer's reservation, M12.MA, solely for information purposes and without any obligation of result, will inform the customer of offers equivalent to the cancelled order, in order to make the new reservation easier.
5.2 Vouchers (Voucher)
The voucher is issued by travel consultants duly authorized by M12.MA to enable the customer to use the service(s) paid for.
The voucher and its associated rights are neither transferable nor exchangeable.
The voucher may also be issued by M12.MA as an intermediary in place of the supplier. In this case, the supplier's general terms and conditions of sale are mentioned on the document, or if they are not, the travel consultants will provide all the necessary information.
ARTICLE 6 - MODIFICATIONS BY THE CUSTOMER
All modification requests are subject to availability, as well as to the limitations and restrictions stipulated in A M12.MA.
Modifications must be requested by the customer by contacting the sales consultant.
If the modification leads to an increase in the price of the reservation, the customer will have to pay the additional costs plus the modification fee. However, if the booking price is lower after modification, the difference will be reimbursed, taking into account the modification fee.
In all cases, if the customer wishes to modify all or part of the reservation, a handling fee of M12.MA will be charged, unless otherwise specified in the specific conditions applicable to the reservation.
ARTICLE 7 - CANCELLATION BY THE CUSTOMER
In the event of cancellation of a reservation, booking fees, service charges, insurance and change fees are non-refundable.
The aforementioned cancellation fees are defined according to the nature of the service purchased and the general terms and conditions of sale of the service provider for which M12.MA acts as intermediary. It is the customer's responsibility to check with their travel consultant.
If the customer does not opt for a refund on account to be used against a subsequent service, M12.MA. will also apply a cancellation fee of up to 20% of the cost of the service, unless otherwise specified in the specific conditions applicable to the booking.
ARTICLE 8 - FAILURE TO REGISTER OR NO SHOW
If the customer has a reservation for one of M12.MA's products or services, but does not show up at check-in to take advantage of said product or service, it will not be possible to obtain a refund.
ARTICLE 9 - INSURANCE
9.1 INSURANCE CONTRACT
It is the customer's responsibility to take out adequate insurance to cover (as a minimum) expenses incurred in the event of cancellation, as well as the cost of assistance, including repatriation, in the event of accident or illness abroad.
It is also the customer's responsibility to comply with the insurance company's requirements and duty to provide it with all necessary and accurate information when taking out the policy.
Sales of packaged products (including flight, transfer, accommodation and/or tour) include travel assistance insurance, the terms and conditions of which are defined in the general conditions provided by the insurance company and of which the customer declares to be informed.
It is important to note that M12.MA is in no way responsible for criminal offences committed by its employees, agents and suppliers except in the case of gross negligence or wilful misconduct on the part of M12.MA as an intermediary.
9.2 CANCELLATION OF INSURANCE POLICY
All insurance policies must be taken out and paid for at the time of booking and are non-refundable.
ARTICLE 10 - INFORMATION, PASSPORTS, VISAS AND HEALTH
It is the customer's responsibility to inform himself/herself of the health risks relating to the destination country(ies).
The customer should seek advice on vaccinations and precautions that may be mandatory or recommended from a specialist (including a GP, nurse, pharmacist or specialist travel clinic) ideally at least 8 weeks before the departure date.
It is the customer's responsibility to :
check with the relevant embassy or consulate whether a visa is required to enter the territory of your destination(s);
obtain the visa that corresponds to your destination(s) and the various points of passage.
Should the customer fail to comply with these formalities, he/she shall be solely liable for any costs, losses or damages incurred by him/herself or by M12.MA as a result of such failure.
The customer will need to include all stages of the trip, which may also require a visa. It should be noted that many countries may require the customer's passport to be valid for another six months after the end of their stay. Some countries apply different regulations, so customers should contact the embassy or consulate of their destination to obtain precise, up-to-date information.
Customers must ensure that their passport is legible and intact. Any trace of deterioration could result in refusal of boarding or entry into the destination country.
The name on the passport must be the same as the name on the ticket. If this is not the case, the customer may not be able to travel, and the insurance may not be valid.
ARTICLE 11 - HOTEL RESERVATION / ACCOMMODATION ONLY
11.1 Star rating
The star rating symbolizes the overall quality, level of service and catering and facilities offered by the establishment. The ratings in force in each country vary according to the specific criteria applied by the local organization establishing the rating, and are provided for information purposes only. They do not constitute a guarantee of any kind on the part of M12.MA.
11.2 Hotels
The customer must refer to the detailed description of the establishment for any other rules applicable to his trip. The customer must be at least 18 years old to book a hotel on M12.MA.
Please note that hotels booked by M12.MA for its customers are not exclusive to M12.MA.
M12.MA cannot be held responsible for any restrictions on services due to the arrival of other customers or their activities.
M12D is in no way responsible for the information concerning the hotels presented on the M12.MA website (in particular the images, the list of available services, etc.).
Hotels may change their facilities and features without prior notice, and it is therefore the customer's responsibility to confirm available services directly with the establishment prior to travel.
11.3 Local taxes and service charges not included in the hotel price
Please note that taxes and service charges, which are not paid at the point of sale, may be levied abroad. The customer must pay all such local taxes and charges directly to the establishment at the time of arrival or departure.
ARTICLE 12 - CLAUSES SPECIFIC TO FLIGHTS
12.1 Flight schedules
In the itinerary provided by M12.MA, flight times are given as an indication only.
All departure/arrival times on the flight ticket are provided by the airlines concerned and are estimates only.
Schedules are subject to change due to air traffic control restrictions, weather conditions, operational or maintenance requirements and passengers' obligations to check in on time.
M12.MA is not responsible for changes in departure or arrival times from those originally communicated or indicated on the ticket, or for any other changes to the flight by the airline.
In addition, if one flight segment (e.g. outbound) is not completed, the other segments (e.g. return) may be cancelled without notice. In this eventuality, M12.MA cannot accept responsibility for any costs incurred by the customer.
For all air travel, it is the customer's responsibility to check flight departure and arrival times at the time of travel.
For this reason, customers must confirm their flights with M12.MA in accordance with the confirmation deadline of the airline concerned.
M12.MA will not be able to implement any special procedure if the customer arrives late at the airport, as such matters are at the sole discretion of the airline concerned. The times shown on the ticket or itinerary are the flight departure times.
Check-in times, as recommended by the carrier or airline, constitute the time limits during which passengers may be accepted, including the time required to complete all formalities.
Flights cannot be held for delayed passengers and M12.MA cannot be held responsible in such cases.
12.2 Government-imposed taxes, fees and charges
The price of the flight may include taxes, fees and charges imposed on air travel by government authorities. These can represent a significant proportion of the cost of the trip and are either included in the ticket price or indicated separately on the ticket.
The customer may also be required to pay taxes, fees or charges that have not already been deducted.
In some cases, departure taxes are payable locally to the Government of the country from which the customer is departing and cannot be refunded by M12.MA.
12.3 Denied boarding, flight cancellations or delays
In the event of denied boarding, flight cancellation or delay, the customer must first make a complaint directly to the airline.
12.4 Allocation of seats
M12.MA has no control over airline seat assignments. If the customer has specific seating requests, they should check in at the airport as soon as possible. M12.MA cannot guarantee that the customer's requests will be met.
12.5 Luggage
The customer will be allowed to have one hold baggage item and one cabin baggage item free of charge, except for low-cost airlines.
This is subject to variation according to airline, class and/or itinerary. The customer must take the minimum amount of baggage in the cabin.
The customer may be required to pay additional charges for checked baggage beyond what is permitted.
The customer should contact the airline for further information (for more information: http://www.iata.org/bags ).
For safety reasons, customers must not carry dangerous objects in their cabin or hold baggage. Such items include compressed gases, corrosive substances, explosive substances, flammable liquids or solids, radioactive materials, oxidizers, poisons, infectious substances and cases with built-in alarm systems.
Please note that specific regulations apply to liquids carried in cabin baggage.
12.6 Direct flights
Please note that the word "direct" on the ticket does not necessarily mean that the flight will be non-stop, but only that the customer will not need to change planes during the trip.
12.7 Pregnancy and children
Some airlines refuse to carry women who are 28 weeks pregnant or more at the time of return. Customers should contact the airline directly, as they may have different rules, and should also consult their doctor. Infants must be 6 weeks or older to fly, and must either sit on an adult's lap or in a child seat.
Customers should ask their travel consultant for more information and contact the airline they wish to travel with for further information on appropriate seating. As a general rule, children aged 2 and over must occupy a seat of their own.
ARTICLE 13 - CUSTOMER CONDUCT
The customer is advised to find out about the rules, laws and customs applicable in his or her destination(s). The customer must in all cases comply with the rules applicable in each of the countries and regions on his itinerary for the entire duration of his stay, as well as with all rules relating to entry to and exit from the territories concerned.
M12.MA cannot be held liable for any damage and/or inconvenience suffered by the customer, whether caused by his/her behavior or that of third parties. It is the customer's responsibility to ensure that he or she or any member of his or her party does not behave in a way that is inappropriate or that could endanger, torment, injure or harm other people or that could damage property belonging to other people (in particular drunkenness or aggressive behavior) during his or her trip.
M12.MA and/or its suppliers shall be obliged to take appropriate measures to ensure the safety and comfort of its customers and their property and that of its suppliers in the event that its behavior appears inappropriate or is deemed inappropriate by one of M12.MA's suppliers and endangers, torments, injures or harms other persons or risks damaging property belonging to other persons.
These measures may include terminating the trip, in which case M12.MA's commitments and those of its suppliers to the customer will cease immediately and the customer will not be entitled to any reimbursement or compensation for any costs or expenses resulting from such termination. In addition, the customer must reimburse all costs incurred in connection with such termination.
ARTICLE 14 - COMPLAINTS
In the event of a complaint, the customer must contact the appropriate supplier.
If the supplier is unable to resolve the problem to the customer's satisfaction, the customer may contact the complaints department during opening hours or by email at ceo@M12.MA.
However, M12.MA cannot intervene in any problems relating to bookings made with low-cost airlines.
If the customer's request cannot be met immediately, the customer must inform M12.MA by registered mail with return receipt as soon as possible.
The customer must send a registered letter with acknowledgement of receipt within 30 days of return to M12.MA Direction Générale, M12D, stating the booking reference and providing all necessary information.
A delay in notification could prevent M12.MA from processing the claim and/or prevent it from carrying out a thorough investigation, which could have consequences for the possibility of receiving compensation.
ARTICLE 15 - LIABILITY
15.1 Scope of liability
It is important to note that M12.MA is a service provider. As such, M12.MA is liable as a professional for the direct services it provides. Its liability can only be called into question in the event of gross negligence or proven culpable negligence.
In this case, it is liable for direct and proven damage suffered by the customer and not for indirect damage, loss of profit, loss of earnings or other.
15.2 Booking confirmation
The customer must ensure that they are in possession of their booking confirmations, electronic tickets, appropriate visas and other travel documents (including passport). M12.MA will not be held responsible in the event that a supplier refuses to deliver the reserved product or service to the customer if the latter is not in possession of these documents.
15.3 Important information on limits of liability
In the case of international travel, M12.MA's liability to the customer is limited or excluded in accordance with international conventions.
M12.MA is recognized as a travel and vacation agency and, as such, does not control or manage airlines, shipping companies or railways.
The trip may be subject to certain international conventions, in particular the Warsaw Convention of October 12, 1929 and the Montreal Convention of May 28, 1999 (relating to international air transport), the Athens Convention of December 13, 1974 (relating to international carriage by sea) or the COTIF of May 9, 1980 (convention relating to international carriage by rail), as amended or supplemented.
The customer accepts that the "Conditions of carriage" of the carriers or transport companies apply during the journey.
The customer acknowledges that all terms and conditions contained in the "Conditions of Carriage" form part of his contract with M12.MA and with the transport company and that these "Conditions of Carriage" shall be deemed to be included by reference in his contract.
15.4 Events excluding liability.
M12.MA shall never be held liable if the non-performance of its obligations results from :
an unforeseeable and insurmountable action or omission by a third party unrelated to the service sold;
any action or omission on the part of the customer ;
Force Majeure as defined by articles 268 et seq. of the Dahir des Obligations et des Contrats.
