KB, a simplified joint-stock company with a share capital of €3,000, whose registered office is located at 6 rue des Bateliers, 92110 CLICHY, is registered with the Nanterre Trade and Companies Register under number 534 047 063 (hereinafter LES BAINS DE MARRAKECH ).
1. PREAMBLE
These general terms and conditions (hereinafter referred to as the "General Terms") aim to define the terms and conditions under which LES BAINS DE MARRAKECH MAROC allows its customers (hereinafter referred to as the " Client(s) ") to benefit from all services, particularly Reservation services, available on this Site and described in more detail below (hereinafter referred to as the " Services "). The Services offered on the Site correspond to wellness services physically provided at an establishment located in Marrakech, Morocco (hereinafter referred to as the " Establishment "), operated by a company legally distinct from KB (which is " LES BAINS DE MARRAKECH MAROC ").
Prior to booking any Service on the Website, the Customer declares (i) that they are acting for personal purposes that do not fall within the scope of their commercial, industrial, craft, liberal or agricultural activity and (ii) that they have full legal capacity to commit to the Terms and Conditions.
The Customer is invited to carefully read the Terms and Conditions, which must be accepted in advance in order to book any Service offered on the Website.
LES BAINS DE MARRAKECH MAROC reserves the right to modify or supplement, at any time, all or part of the General Terms. In this event, the new version of the General Terms will be available on the Site, along with its effective date. Clients are advised to regularly consult the General Terms to be aware of any potential modifications. In any case, the Client will only be bound by the version of the General Terms in force at the time the Client makes a reservation for their Service.
The Customer is solely responsible for paying, where applicable, for all technical means giving them access to the Site.
2. DESCRIPTION OF SERVICES
The Website allows users to book Services offered by an Establishment, such as hammam, massages, or any other body or facial treatments offered on the Website and performed at the Establishment.
For each Service offered, a detailed description is available on the Website, specifying the essential characteristics, duration, content, terms of execution, and any necessary information enabling the Customer to understand precisely the nature of the Service reserved.
3. BOOKING PROCESS
The Customer chooses any Service presented on the Site by following the process provided for this purpose.
The booking process varies depending on the navigation and the Customer's request; it includes the following steps:
- Step 1: Enter the number of people.
- Step 2: Choosing the cabin.
- Step 3: Select the day and time.
- Step 4: Selecting the treatment.
- Step 5: Transmission of reservation data.
- Step 6: Receive a confirmation email.
- Step 7: Receive a payment link.
- Step 8: Final confirmation only after receipt of payment.
4. PRICE AND PAYMENT
4.1 Price
The prices relating to the booking of Services are indicated before, during, and after the booking.
The prices indicated for the Services are per treatment or combination of treatments.
When confirming a Service reservation, the total price is indicated to the Customer as an amount including tax in the Establishment's commercial currency (which in some cases may differ from the Establishment's local currency) and is valid only for the duration indicated on the Site.
In the event of payment in a currency other than that confirmed at the time of booking, the exchange rate will apply before the payment is validated. The exact exchange fees will depend on the policy of the Customer's bank.
The price is therefore given for information purposes only and is not binding, particularly in view of possible changes in exchange rates between the date of booking and the date of payment. The total price is converted on the basis of the average exchange rate for the last calendar quarter preceding the date of payment.
For example, the price paid on March 3, 2026 will be converted based on the average exchange rate for the period from October 1, 2025 to December 31, 2025.
Prices include taxes applicable on the date of payment, and any change in the tax rate will be automatically reflected in the price indicated on the date of payment.
Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the price indicated on the payment date.
Unless otherwise stated on the Website, options that are not offered at the time of booking the Service are not included in the price.
Finally, certain promotional offers are only available on the Website and are sold exclusively online and under no circumstances at the reception desk of the Establishment.
4.2 Payment
4.2.1. General provisions
The Customer must pay 100% (one hundred percent) of the total price, including all taxes, for the treatments booked online.
The Customer provides their payment details to prepay for the reservation before the service is provided:
- by telephone or in the area provided for this purpose (secure SSL encryption) in the case of a credit card, the credit card number, without spaces between the digits, as well as its expiry date and the security code in the case of prepayment via the payment platform mentioned below.
- LES BAINS DE MARRAKECH MAROC has selected MONETICO to secure online credit card payments. The Client's payment card undergoes a validity check by its partner and may be declined for various reasons: stolen or blocked card, spending limit reached, input error, etc. In case of an issue, the Client must contact their bank, on the one hand, and the Establishment, on the other hand, to confirm their Service reservation and payment method.
- by bank transfer using the details provided by the Establishment. The reservation is confirmed upon receipt of payment.
- by vacation vouchers (if applicable);
- with gift certificates.
An invoice will be sent electronically to the email address provided by the Customer when making the reservation; if the Customer wishes to receive a paper invoice, they must expressly request this from the Establishment.
4.2.2. Prepayment
Prepayment refers to any payment made by the Customer at the time of booking. Once the prepayment has been made, the Customer will receive an email confirming their booking. The amount charged at the time of booking includes the total amount indicated at the time of booking (including all applicable taxes, but subject to any exchange rate fluctuations).
5. BOOKING A SERVICE
The Customer is reminded that they do not have the right of withdrawal provided for in Article L. 221-18 of the Consumer Code, in accordance with Article L. 221-28 paragraph 12 of the Consumer Code, which excludes this right for contracts relating to accommodation and/or care services that must be provided on a specific date or during a specific period.
For any questions regarding their reservation, Customers may contact the Establishment directly using the contact details provided in the confirmation email. Reservations for Services may be canceled or modified at least 48 hours prior to the Service, exclusively by email to the following address: contact@lesbainsdemarrakech.com.
The amount paid will not be refunded if the appointment is canceled or changed less than 48 hours (forty-eight hours) in advance.
The appointment may be canceled or changed free of charge if the change is made more than 48 hours (forty-eight hours) in advance.
Any sums that are to be refunded will be credited to the Customer's bank account within a maximum of 30 (thirty) days from notification of cancellation, unless the Customer prefers to receive a credit note.
Any modifications to the reservation made by the Client can only be accommodated by the Establishment within the limits of its capabilities.
The Establishment cannot be held liable if the modifications requested by the Client cannot be accommodated.
If these modification requests involve an extension, an increase in the number of persons, or the purchase of an additional Service or a more expensive Service, the price of these modifications will be charged as a supplement, either directly at the Establishment or via an email sent to contact@lesbainsdemarrakech.com.
In the event of the Client's non-appearance on the day of their Service reservation, the Client's reservation will be entirely cancelled, and the Establishment will make the reserved Services available for sale again.
If the Client interrupts the program of Services at the Establishment, or does not utilize certain Services for any reason whatsoever (except in cases of force majeure), they remain liable for all sums due under the initial reservation.
6. ACCESS TO POOLS AND RELAXATION AREAS
The establishment offers its guests an outdoor pool, a heated indoor pool, and a relaxation area. This access is available exclusively before the start of services and is considered an additional amenity, independent of the reserved services.
It is expressly stipulated that access to the swimming pools is not an integral part of the contractually reserved Services and does not constitute a guaranteed provision included in the price of the treatments.
Access is subject to the following conditions:
- The Client is required to arrive at least thirty (30) minutes prior to the scheduled service time.
- Access to the pools is limited to a maximum of one (1) hour prior to the commencement of services.
- Once the treatment circuit (hammam, massage, treatments) has commenced, access to the pools and relaxation areas is no longer permitted.
- Admission is permitted based on the venue's capacity, ensuring the comfort, safety, and quality of the experience for all patrons.
- In the event of high attendance, organizational constraints, unfavorable weather conditions, or any legitimate reason related to the safety or proper operation of the Establishment, access may be limited, suspended, or refused.
The Facility reserves the right to deny access to its premises to any Customer who fails to comply with these terms and conditions or the Facility Rules.
No compensation, discount, or refund may be claimed in the event of any restriction, suspension, or denial of access that occurs in accordance with these provisions.
7. CLIENT COMMITMENTS AND RESPONSIBILITY
The Client is solely responsible for their choice of Services on the Site and for their suitability to their needs, such that the liability of LES BAINS DE MARRAKECH MAROC or the Establishment cannot be invoked in this regard.
The Client is also solely responsible for the information provided when creating their account and/or making any Service reservation. LES BAINS DE MARRAKECH MAROC cannot be held responsible for erroneous or fraudulent information provided by the Client. Furthermore, only the Client is responsible for the use of their account and any reservation made, whether in their own name or on behalf of third parties, including minors, unless fraudulent use not resulting from any fault or negligence on their part can be demonstrated. In this regard, LES BAINS DE MARRAKECH MAROC must be immediately notified of any misappropriation or fraudulent use of its email address, by email sent to contact@lesbainsdemarrakech.com.
The Client undertakes to use the Site and the Services offered therein in compliance with applicable regulations and the General Terms and Conditions.
In the event of the Client's breach of their obligations under the General Terms, the Client shall be liable for any damages caused by them to LES BAINS DE MARRAKECH MAROC or to third parties. Accordingly, the Client undertakes to indemnify LES BAINS DE MARRAKECH MAROC against all claims, actions, or remedies of any nature that may arise therefrom and to compensate it for any related damages, costs, or indemnities whatsoever.
Conversely, LES BAINS DE MARRAKECH MAROC remains bound by its own legal and contractual obligations towards the Client, and the Client retains the right to seek compensation in the event of LES BAINS DE MARRAKECH MAROC's failure to fulfill its obligations.
In particular, by making a definitive reservation for a Service, the Customer undertakes to pay the price and to comply with the relevant terms and conditions.
Indeed:
- Clients are required to arrive at the Establishment at least 15 (fifteen) minutes prior to the scheduled start of their Service. Should a client's delay be significant relative to the scheduled Service time, and to ensure minimal disruption to other patrons, the Establishment reserves the right to refuse the Service. In all instances, if a delay is attributable to the Client, the Service duration will be reduced or the Service will be cancelled without any compensation or refund.
- The Customer must have previously informed the Establishment of any medical contraindications; the Establishment reserves the right to refuse to provide the Services for reasons of the Customer's safety and health;
- Any reservation or payment that is irregular, inoperative, incomplete, or fraudulent for a reason attributable to the Client will result in the cancellation of the Service reservation at the Client's expense, without prejudice to any action LES BAINS DE MARRAKECH MAROC may take against the latter.
- The Client must not invite any person into the Establishment whose behavior is likely to cause harm to the Establishment;
- The Client must not bring any outside food or beverages into the Establishment, unless the Establishment has clearly authorized it beforehand;
- The Client must not smoke in the common areas of the Establishment;
- The Client must not disrupt the operation of the Establishment and must not compromise the safety of the Establishment or the persons within it;
- More broadly, any behavior contrary to public decency and order within the Establishment, as well as non-compliance with the Establishment's Internal Regulations, will lead the director of the Establishment and/or any other Service provider to request the Client to leave the premises without any compensation and/or without any refund if payment has already been made. In the event that no payment has yet been made, the Client must settle the price of the Services consumed before leaving the premises;
- Minors may only stay at the Establishment if accompanied by an adult and in possession of personal identification. If the accompanying adult is not a parent, they must have parental authorization from the child's parents. The Establishment may request these documents.
- The Customer also undertakes that the IT resources made available to them by the Establishment (in particular the WiFi network) shall not be used in any way for the reproduction, representation, provision or communication to the public of works or objects protected by copyright or related rights, such as texts, images, photographs, musical works, audiovisual works, software, and video games, without the authorization of the rights holders provided for in Books I and II of the Intellectual Property Code when such authorization is required. The Customer is also required to comply with the security policy of the Establishment's internet service provider, including the rules for using the security measures implemented to prevent the illegal use of IT resources, and to refrain from any action that could undermine the effectiveness of these measures.
The Client is responsible for all damages caused by them and/or their guests within the Establishment and bears all costs incurred by such damages and/or by non-compliance with the aforementioned rules. LES BAINS DE MARRAKECH MAROC reserves the right to intervene if necessary and to take any appropriate action against the Client.
8. COMMITMENTS AND LIABILITY OF LES BAINS DE MARRAKECH MAROC
LES BAINS DE MARRAKECH MAROC and the Establishment are bound by a contract under which LES BAINS DE MARRAKECH MAROC provides a brand and various services, including distribution, sales, marketing, and loyalty services. As LES BAINS DE MARRAKECH MAROC acts as an agent for the Establishment, the Client cannot hold LES BAINS DE MARRAKECH MAROC liable for any failures attributable to the Establishment. Information regarding the Establishment is available in the reservation confirmation email.
LES BAINS DE MARRAKECH MAROC undertakes, under a best-efforts obligation, to provide access to the Site and the Services offered by the Establishment in compliance with the General Terms, and to act with diligence and competence, making every reasonable effort to remedy any malfunction brought to its attention.
LES BAINS DE MARRAKECH MAROC may, however, be obliged to temporarily suspend the Site without prior notice, particularly for technical maintenance reasons, without incurring liability.
The Client acknowledges and accepts that LES BAINS DE MARRAKECH MAROC cannot be held liable for any inconveniences or damages related to the use of the Internet network, including, but not limited to (i) the poor transmission and/or reception of any data and/or information on the Internet; (ii) the failure of any reception equipment or communication lines; and (iii) any malfunction of the Internet network preventing the proper functioning of the Site and/or the reservation of Services.
The Site may contain hyperlinks to other websites published and managed by third parties, for which LES BAINS DE MARRAKECH MAROC disclaims all responsibility regarding the content of these websites and the services offered therein. The decision to consult third-party websites therefore falls under the sole and full responsibility of the Client.
In any event, the Client's rights to compensation in case of a breach of obligations by the Establishment and/or LES BAINS DE MARRAKECH MAROC are expressly limited to the price paid for the reservation.
9. FORCE MAJEURE
Neither party shall be liable to the other party for any failure to perform its obligations resulting from a force majeure event. The parties shall make every effort to prevent or reduce the effects of the non-performance of the contract caused by a force majeure event; the party wishing to invoke a force majeure event shall immediately notify the other party of the beginning and end of such event, failing which it shall not be released from its liability.
It is expressly agreed that force majeure suspends the parties' performance of their mutual obligations and that each party shall bear the costs arising therefrom within the limits of reasonable and justified expenses. Cases of force majeure are those usually recognized by the case law of the Court of Cassation.
If the force majeure event lasts for more than thirty (30) days from its occurrence, these Terms and Conditions may be terminated by either party without either party being entitled to claim damages.
10. CONTACT AND COMPLAINTS
For any questions relating to the proper performance of a Service booked on the Website (requests for additional information, modification or cancellation of a booking), the Customer is invited to contact the Establishment concerned directly: the Establishment's contact details are indicated in the email and on the booking confirmation page.
For any comments and/or complaints regarding a Service reservation on the Website (complaints, non-performance or poor performance of the Service), customer service is available by email: contact@lesbainsdemarrakech.com.
To facilitate the processing of complaints, it is recommended that complaints to customer service regarding non-performance or poor performance of the Services be made in writing within ten (10) days of the date of completion of the Service. However, failure to meet this deadline does not deprive the Customer of their rights to recourse or compensation in accordance with applicable law.
In their interactions with customer service, the Client undertakes to remain courteous and to refrain from making derogatory remarks, particularly towards LES BAINS DE MARRAKECH MAROC, the Establishment, or its employees or collaborators, in compliance with rules of common sense and politeness. LES BAINS DE MARRAKECH MAROC reserves the right to take any appropriate action against the Client in the event of harmful or reprehensible behavior (including annoying, malicious, or insulting) towards LES BAINS DE MARRAKECH MAROC, the Establishment, or its employees or collaborators.
11. PERSONAL DATA
When the Client uses the Site, particularly when making a reservation, LES BAINS DE MARRAKECH MAROC processes personal data under the conditions described and accessible in the " Privacy Policy " section located in the footer of the Site.
The Customer is informed, on each of the personal data collection forms, of the mandatory or optional nature of the responses and information by the presence of an asterisk.
Should mandatory information not be provided, LES BAINS DE MARRAKECH MAROC may be unable to register a reservation, manage the Client's participation in the loyalty program, and handle their complaints.
Thus, the information collected during the Client's reservation is intended for LES BAINS DE MARRAKECH MAROC, its service providers strictly necessary for the execution of the reservation (such as online payment providers, IT service providers involved in site management), and the Establishment for the purposes of executing the reservation or taking pre-contractual measures. Provided that the guarantees stipulated by the applicable regulations have been duly implemented, the Client's data may be transferred from Europe to countries that do not ensure, from the European Union's perspective, an equivalent level of data protection.
The Customer may exercise their rights under personal data protection regulations at any time. All relevant information is provided in the " Personal Data Protection Commitment ."
12. MISCELLANEOUS
The entry of the required banking information and the electronic acceptance of the Terms and Conditions constitute an electronic contract between the parties, which serves as proof between the parties of the reservation of the Service and, in the event of confirmation, of the payment of the sums due in execution of said reservation.
The applicable Terms and Conditions express the entirety of the obligations of the parties. No other conditions communicated by the Customer may be incorporated into them.
In the event of any conflict between the Establishment's specific terms and conditions and the General Terms and Conditions, the specific terms and conditions shall be the only ones applicable to the obligation in question.
In the event of any conflict between, on the one hand, the general terms and conditions of any kind of a partner and, on the other hand, the General Terms and Conditions, the provisions of the present terms and conditions shall be the only ones applicable to the obligation in question.
If one or more provisions of the Terms and Conditions are held to be invalid or declared as such under any law, regulation, or following a final decision by a competent court, the other provisions shall remain in full force and effect.
The authentic language is French. If the General Terms and Conditions are translated into a foreign language, the French language shall prevail over any other translation in the event of a dispute, litigation, difficulty in interpreting or executing these terms and conditions and, more generally, concerning the relations between the parties.
The Client acknowledges and accepts that LES BAINS DE MARRAKECH MAROC may assign the General Terms, as well as all rights and obligations attached thereto, to any third parties, without the Client's prior written consent. The Client agrees that such an assignment releases LES BAINS DE MARRAKECH MAROC for the future. The Client may not assign the General Terms, nor the rights and obligations attached thereto, to third parties without the prior written consent of LES BAINS DE MARRAKECH MAROC.
In accordance with Article L.223-1 of the Consumer Code, consumers who do not wish to receive commercial solicitations by telephone may register free of charge on a list opposing telephone solicitation. This list is accessible via the following website: www.bloctel.gouv.fr.
13. APPLICABLE LAW AND DISPUTE RESOLUTION
The Terms and Conditions are governed by French law, without prejudice to any mandatory protective provisions that may apply in the country of residence of consumers.
The Client is informed by LES BAINS DE MARRAKECH MAROC of the possibility to resort, in case of a dispute relating to the General Terms, to a conventional mediation procedure or any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the Consumer Code.
After contacting customer service or the Establishment to attempt to resolve the dispute amicably, and in the event of a negative response or no response within sixty (60) days of the referral, the Customer may refer the matter to the Tourism and Travel Mediator – CS 30958 – 75383 PARIS CEDEX 08.
The procedures for referring a matter to the Ombudsman and his contact details are available by clicking on the following link: Procedures for referring a matter to the Ombudsman and contact details for the Tourism and Travel Ombudsman in the Booking tab of the "Help and Assistance" section, or on the website www.mtv.travel.
The matter may be referred to the Ombudsman within twelve (12) months of the initial complaint.
The form for submitting a complaint to this Ombudsman can be accessed via the following link: Form for submitting a complaint to the Tourism and Travel Ombudsman.
LES BAINS DE MARRAKECH MAROC also informs the Client of the existence of a European Online Dispute Resolution ("ODR") platform to which they may resort. The Client can access it via the following link: https://ec.europa.eu/consumers/odr/.
Finally, the Nanterre Commercial Court shall have exclusive jurisdiction over any legal disputes.