CASA INC, a simplified joint-stock company with a share capital of €1,000, having its registered office at 19 rue Auguste Chabrières, 75015 Paris, registered with the Trade and Companies Register of Nanterre under number 106 205 412 (hereinafter referred to as "LES BAINS DE MARRAKECH").
1. PREAMBLE
The purpose of these general terms and conditions (hereinafter the "General Terms") is to define the terms and conditions under which LES BAINS DE MARRAKECH MAROC allows its customers (hereinafter the "Customer(s)" or "Client(s)") to access and use all services, notably booking services, available on this Site and described in more detail below (hereinafter the "Services"). The Services offered on the Site correspond to wellness treatments performed physically in an establishment located in Marrakech, Morocco (hereinafter the "Establishment"), operated by a company legally distinct from CASA INC (which is a partner of "LES BAINS DE MARRAKECH MAROC").
Prior to any reservation ation of a Service on the Site, the Customer represents (i) that he or she is acting for personal purposes that do not fall within the scope of his or her commercial, industrial, craft, professional, or agricultural activities, and (ii) that he or she has full legal capacity to enter into an agreement under the General Terms and Conditions.
The Customer is asked to carefully read the Terms and Conditions, which must be accepted in advance in order to reservation any Service offered on the Site.
LES BAINS DE MARRAKECH MAROC reserves the right to modify or supplement, at any time, all or part of the Terms and Conditions. In such cases, the new version of the Terms and Conditions will be available on the Website along with its effective date. Customers are advised to review the Terms and Conditions regularly to stay informed of any changes. In any event, the Customer will be bound solely by the version of the General Terms and Conditions in effect at the time the Customer makes the “ reservation ” of their Service.
The Customer is solely responsible for paying any technical costs required to access the Site.
2. DESCRIPTION OF SERVICES
The Site allows for the reservation of Services offered by a Facility, such as hammam, massages, or any other body or facial treatments offered on the Site and performed at the Facility.
For each proposed Service, a detailed descriptive sheet is available on the Site, specifying the essential characteristics, duration, content, execution terms, and any necessary information allowing the Client to know precisely the nature of the booked Service.
3. JOURNEY OF reservation
The Client chooses any Service presented on the Site by following the procedure provided for this purpose.
reservation 's process varies depending on the navigation and the customer's request; it includes the following steps:
- Step 1: entering the number of guests.
- Step 2: choosing the cabin.
- Step 3: selecting the day and time.
- Step 4: selecting the treatment.
- Step 5: Data transmission from reservation.
- Step 6: receiving an email acknowledgment of receipt.
- Step 7: receiving a payment link.
- Step 8: final confirmation only after receipt of payment.
4. PRICES AND PAYMENT
4.1 Prices
The prices for the Services' web reservation s are displayed before, during, and after the reservation.
The prices indicated for the Services are per treatment or combination of treatments.
When a Service reservation is confirmed, the total price is shown to the Customer as an amount inclusive of tax in the Establishment’s trading currency (which in some cases may differ from the Establishment’s local currency) and is valid only for the duration specified on the Website.
If payment is made in a currency other than the one confirmed during the reservation, the exchange rate will be applied before the payment is processed. The exact currency conversion fees will depend on the policy of the Customer’s bank.
The price is therefore provided for informational purposes only and is not binding, particularly in light of possible fluctuations in exchange rates between the date of reservation and the date of payment. The total price is converted based on the average exchange rate for the last calendar quarter preceding the date of payment.
For example, a price paid on March 3, 2026, will be converted based on the average exchange rate applicable for the period from October 1, 2025, to December 31, 2025.
Prices take into account the 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 date of payment.
Unless otherwise stated on the Site, options that are not offered at the time of Service reservation are not included in the price.
Finally, certain promotional offers are available exclusively on the Website and are sold exclusively online, under no circumstances at the Establishment's reception desk.
4.2 Payment
4.2.1. General provisions
The Client shall pay online 100% (one hundred percent) of the total price, all taxes included, for the booked treatments.
The Customer provides payment information to prepay for the reservation prior to the service:
- by phone or in the designated area (secure entry via SSL encryption) in the case of a bank card, providing the bank card number without spaces between the digits, as well as its expiration date and the visual cryptogram for prepayment via the payment platform mentioned below.
- LES BAINS DE MARRAKECH MAROC has chosen MONETICO to secure online credit card payments. The Customer’s payment card is subject to a validity check by the partner and may be declined for several reasons: stolen or blocked card, credit limit reached, data entry error, etc. In the event of a problem, the Customer must contact both their bank and the Merchant to confirm their reservation with the Service and their payment method.
- by bank transfer using the account information provided by the Institution. The reservation is confirmed upon receipt of the funds.
- by holiday vouchers (if applicable);
- by gift vouchers.
An invoice will be sent electronically to the email address provided by the Customer during the re reservation ; if the Customer wishes to receive a paper invoice, he or she must expressly request it from the Establishment.
4.2.2. Prepayment
Prepayment refers to any payment made by the Customer at the time of reservation . Once the prepayment has been made, the Customer receives an email confirming their reservation. The amount charged at reservation includes the total amount indicated at reservation (including all applicable taxes but subject to any exchange rate fluctuations).
5. SERVICE reservation
The Client 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 concerning accommodation and/or care services that must be provided on a specific date or during a specific period.
For any questions regarding their reservation, the Customer may contact the Establishment directly; the contact information is provided in the confirmation email. Any request to cancel or modify the reservation of a Service must be sent exclusively by email to the following address: contact@lesbainsdemarrakech.com. Requests made by phone or text message will not be considered. The date and time of receipt of the email shall be deemed the date and time of submission. The forty-eight (48) hour deadline is calculated based on the scheduled date and time of the Service, Marrakech time.
Any change to the date or time requested at least forty-eight (48) hours before the Service is free of charge. The amount paid will then be carried over to the new reservation.
Any cancellation, total or partial, notified at least forty-eight (48) hours prior to the Service will result in a refund of the cancelled amount, minus a flat-rate bank processing fee of 2.5% (two point five percent) of that amount. A partial cancellation constitutes any modification resulting in a price reduction, notably a reduction in the number of people or the selection of a less expensive Service. These fees correspond to the transaction charges billed by the payment provider, which are non-refundable in the event of a refund. Instead of a refund, the Customer may opt for a credit note of an amount equal to the full cancelled amount, with no fee deductions.
The amount paid will be non-refundable if the appointment is cancelled, in whole or in part, or modified less than forty-eight (48) hours prior to the Service.
Any sum due for reimbursement will be refunded within a maximum period of thirty (30) days from the notification of cancellation, using the payment method employed for the transaction and in the currency of that payment.
Any changes to the “ reservation ” made by the Customer can only be accommodated by the Establishment to the extent possible.
The Establishment cannot be held liable in the event that the modifications requested by the Client cannot be accommodated.
If these modification requests concern an extension, an increase in the number of participants, or the purchase of an additional or more expensive Service, the price of these modifications will be billed additionally, either on-site by the Establishment or by email sent to contact@lesbainsdemarrakech.com.
If the Customer fails to show up on the day of their Service reservation , the Customer’s reservation will be canceled in its entirety, and the Establishment will make the reserved Services available for sale again.
If the Client interrupts the treatment program at the Facility or does not use certain Services for any reason whatsoever (except in cases of force majeure), the Client remains liable for all amounts due under the initial reservation .
6. ACCESS TO POOLS AND RELAXATION AREAS
The establishment provides its guests with an outdoor pool, a heated indoor pool, and a relaxation area. Access to these facilities is offered exclusively before the start of treatments and constitutes an additional service provided independently of the booked treatment services.
It is expressly specified that access to the swimming pools is not an integral part of the services contractually booked and does not constitute a guaranteed service included in the price of the treatments.
Access is subject to the following conditions:
- The Client must arrive at least thirty (30) minutes before the scheduled treatment time.
- Access to the swimming pools is limited to a maximum of one (1) hour before the start of the treatments.
- Once the treatment journey (hammam, massage, treatments) has begun, access to the swimming pools and relaxation areas is no longer permitted.
- Access is granted subject to capacity limits and with respect for the comfort, safety, and quality of experience of all guests.
- In the event of high attendance, organizational constraints, unfavorable weather conditions, or any legitimate reason relating to safety or the proper operation of the Establishment, access may be limited, suspended, or refused.
The Establishment reserves the right to deny access to the facilities to any Customer who fails to comply with these terms or the Internal Regulations.
No compensation, reduction, or refund may be claimed in the event of any limitation, suspension, or refusal of access occurring in accordance with these provisions.
7. CLIENT COMMITMENTS AND LIABILITY
The Client is solely responsible for their choice of Services on the Site and their suitability for their needs, such that neither LES BAINS DE MARRAKECH MAROC nor the Establishment can be held liable in this regard.
The Customer is also solely responsible for the information provided when creating their account and/or during any Service reservation . LES BAINS DE MARRAKECH MAROC shall not be held liable for any incorrect or fraudulent information provided by the Customer. Furthermore, the Customer is solely 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 they can demonstrate that the use was fraudulent and did not result from any fault or negligence on their part. In this regard, LES BAINS DE MARRAKECH MAROC must be immediately notified of any misuse or fraudulent use of the Customer’s email address by sending an email to contact@lesbainsdemarrakech.com.
The Client agrees to use the Site and the Services offered therein in compliance with applicable regulations and these General Terms and Conditions.
In the event of a breach by the Client of their obligations under the General Terms and Conditions, the latter is liable for damages caused by them to LES BAINS DE MARRAKECH MAROC or third parties. Accordingly, the Client agrees to indemnify LES BAINS DE MARRAKECH MAROC against all claims, actions, or appeals of any kind that may result therefrom and to compensate it for any resulting damages, costs, or indemnities.
Conversely, LES BAINS DE MARRAKECH MAROC remains bound by its own legal and contractual obligations toward the Client, and the Client retains the right to seek redress in the event of a failure by LES BAINS DE MARRAKECH MAROC to fulfill its obligations.
In particular, by completing a final “ reservation ” of a Service, the Customer agrees to pay the price and to comply with the related terms and conditions.
Indeed:
- The Client must arrive at the Establishment at least 15 (fifteen) minutes before the start of the Service. If the delay is significant relative to the scheduled time of the Service and in order to minimize disruption to other guests, the Establishment may refuse the Service. In any event, in the event of a delay attributable to the Client, the duration of the Service will be reduced or canceled without any compensation and/or refund.
- The Client must have previously informed the Establishment of any medical contraindications. The Establishment reserves the right to refuse the performance of Services for reasons of the Client's safety and health.
- Any reservation or payment that is irregular, invalid, incomplete, or fraudulent for a reason attributable to the Customer will result in the cancellation of the Service’ reservation , at the Customer’s expense, without prejudice to any action that LES BAINS DE MARRAKECH MAROC may take against the Customer;
- The Client must not invite any person whose behavior is likely to cause prejudice to the Establishment within the premises;
- The Client must not bring food or beverages from outside sources into the Establishment unless expressly authorized in advance by the Establishment;
- 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 individuals present within it;
- More broadly, any behavior contrary to accepted standards of morality and public order within the Establishment, as well as failure to comply with the Establishment's Internal Regulations, will lead the director of the Establishment and/or any other Service provider to ask the Client to leave the premises without any compensation and/or 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 a personal identity document. If the accompanying person is an adult other than the parents, they must be provided with parental authorization from the child's parents. The Establishment may request these documents;
- The Client also undertakes that the IT resources made available by the Establishment (in particular the Wi-Fi network) will not be used in any way for the reproduction, representation, making available, or communication to the public of works or objects protected by copyright or neighboring 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 Client is furthermore 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 illicit use of IT resources, and to refrain from any act undermining 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 generated 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 measure 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 customer loyalty services. LES BAINS DE MARRAKECH Since MAROC acts as an agent for the Establishment, the Customer may not hold LES BAINS DE MARRAKECH MAROC liable in any way for any breaches attributable to the Establishment. Information regarding the Establishment is available in the confirmation email from reservation.
LES BAINS DE MARRAKECH MAROC undertakes, as part of a best-efforts obligation, to provide access to the Site and the Services offered by the Establishment in compliance with the General Terms and Conditions, to act with diligence and competence, and to make every effort within reasonable limits to remedy any malfunction brought to its attention.
However, LES BAINS DE MARRAKECH MAROC may find itself obliged to temporarily suspend the Site without notice, particularly for technical maintenance reasons, without incurring any liability.
The Customer acknowledges and agrees that LES BAINS DE MARRAKECH MAROC shall not be held liable for any inconvenience or damage related to the use of the Internet, including, but not limited to: (i) the faulty transmission and/or reception of any data and/or information over the Internet; (ii) the failure of any receiving equipment or communication lines; and (iii) any malfunction of the Internet that prevents the proper operation of the Site and/or the reservation of the Services.
The Site may link to hyperlinks of other websites edited and managed by third parties, for which LES BAINS DE MARRAKECH MAROC disclaims all liability regarding the content of these websites and the services offered therein. The decision to consult third-party websites is therefore entirely the Client's responsibility.
In any event, the Customer’s right to compensation in the event of a breach by the Establishment and/or LES BAINS DE MARRAKECH MAROC of its obligations is expressly limited to the price paid for the reservation.
9. FORCE MAJEURE
Neither party shall be held liable to the other party for any failure to perform its obligations resulting from a case of force majeure. 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 must immediately notify the other party of the beginning and end of this event, failing which it cannot be released from its liability.
It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations and that each party bears the costs resulting therefrom within the limit of reasonable and justified expenses. Cases of force majeure are considered to be those customarily 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 General Terms and Conditions may be terminated by either party without either of them being able to claim damages.
10. CONTACT AND COMPLAINTS
For any questions regarding the proper fulfillment of a Service booked on the Site (requests for additional information, changes, or cancellation of a reservation), the Customer is asked to contact the relevant Establishment directly: the Establishment’s contact information is provided in the email and on the confirmation page at reservation.
For any comments and/or complaints regarding a Service’ reservation ation on the Site (complaints, failure to perform, or improper performance of the Service), customer service is available via email at contact@lesbainsdemarrakech.com.
To facilitate the processing of complaints, it is recommended to send complaints to customer service relating to the non-performance or poor performance of Services in writing within ten (10) days after the date of performance of the Service. However, failure to comply with this deadline does not have the effect of depriving the Customer of their rights to appeal or compensation in accordance with applicable legislation.
In their interactions with customer service, the Client agrees to remain courteous and refrain from making disparaging remarks regarding, in particular, LES BAINS DE MARRAKECH MAROC, the Establishment, or its employees or associates, in accordance 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 (particularly troublesome, malicious, or insulting) directed notably at LES BAINS DE MARRAKECH MAROC, the Establishment, or its employees or associates.
11. PERSONAL DATA
When the Customer uses the Site—particularly when making a reservation — LES BAINS DE MARRAKECH MAROC processes personal data in accordance with the terms described and available in the “ Privacy Policy ” section located at the bottom of the Website.
The Customer is informed, on each personal data collection form, of the mandatory or optional nature of the responses and information by the presence of an asterisk.
If information marked as required is not provided, LES BAINS DE MARRAKECH MAROC may not be able to register a reservation, manage the Customer’s participation in the loyalty program, or handle the Customer’s complaints.
Thus, the information collected in connection with the Customer’s reservation is intended for LES BAINS DE MARRAKECH MAROC, its service providers strictly necessary for the performance of the reservation (such as online payment providers and IT service providers involved in managing the website), and the Institution for the purposes of performing the reservation or taking precontractual measures. Provided that the safeguards required by applicable regulations have been properly implemented, the Customer’s data may be transferred from Europe to countries that, from the European Union’s perspective, do not ensure an equivalent level of data protection.
The Customer may at any time exercise the rights they have under personal data protection regulations. All useful information for this purpose is indicated 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 payability of the amounts due in performance of said reservation.
The applicable General Terms and Conditions express all the obligations of the parties. No other condition communicated by the Customer may be integrated into them.
In the event of any contradiction between the specific conditions of the Establishment and the General Terms and Conditions, the specific conditions shall be the only ones applicable for the obligation in question.
In the event of a contradiction between, on the one hand, the general conditions, of any nature whatsoever, of a partner and, on the other hand, the General Terms and Conditions, the stipulations of the latter shall be the only ones applicable for the obligation in question.
If one or more stipulations of the General Terms and Conditions are held to be invalid or declared as such pursuant to a law, a regulation or following a final decision of a competent jurisdiction, the other stipulations shall retain all their force and scope.
The authentic language is French. If the General Terms and Conditions were to be translated into a foreign language, the French language shall prevail over any other translation in the event of a dispute, litigation, difficulty of interpretation or execution of these conditions and, more generally, concerning the relations existing between the parties.
The Client acknowledges and accepts that LES BAINS DE MARRAKECH MAROC may assign the General Terms and Conditions, as well as all rights and obligations attached thereto, to any third party without the prior written consent of the Client. The Client agrees that such an assignment releases LES BAINS DE MARRAKECH MAROC for the future. The Client may not assign the General Terms and Conditions, 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, the consumer who does not wish to be subject to telephone canvassing for commercial purposes can register free of charge on a telephone canvassing opposition list. This list is accessible via the following website: www.bloctel.gouv.fr.
13. GOVERNING LAW AND DISPUTE RESOLUTION
These General Conditions are governed by French law, without prejudice to any mandatory protective provisions that may apply from the consumer's country of residence.
The Client is informed by LES BAINS DE MARRAKECH MAROC of the possibility of resorting, in the event of a dispute relating to the General Terms and Conditions, 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 from the referral, the Customer may contact the Tourism and Travel Mediator – CS 30958 – 75383 PARIS CEDEX 08.
Information on how to file a complaint with the Ombudsman and the Ombudsman’s contact information are available by clicking on the following link: “How to File a Complaint and Contact Information for the Tourism and Travel Ombudsman,” located in the “ reservation ” tab under the “Help and Assistance” section, or on the website www.mtv.travel.
The Mediator may be contacted within twelve (12) months following the initial complaint.
The referral form for this Mediator is accessible via the following link: Tourism and Travel Mediator Referral Form.
LES BAINS DE MARRAKECH MAROC also informs the Client of the existence of a European Online Dispute Resolution ("ODR") platform which they may use. The Client can access it via the following link: https://ec.europa.eu/consumers/odr/.
Finally, the Nanterre Commercial Court shall have exclusive jurisdiction for any legal disputes.