Terms and conditions of use and sale

1. Riadway’s role

Riadway is a booking platform that connects travellers with riads and guesthouses in Marrakech (the “riads”), run by their owners or operators (the “owners”). Riadway is not the accommodation provider: the accommodation contract is concluded directly between the traveller and the riad, which is solely responsible for the accommodation, the welcome and the services provided on site.

Riadway verifies owners’ identity and documents (in particular the tourist operating licence) before publishing a riad, but does not guarantee the accuracy of every piece of information provided by the owner.

2. Access to the site and account

• To book, you must be at least 18 years old and provide accurate information (name, email, phone).
• An account is created automatically with your email address when you make your first booking. You receive a link to choose a password; you can also log in with a link sent by email.
• You are responsible for keeping your login details confidential and for any activity carried out from your account.
• Riadway may suspend an account in the event of fraud, abuse or breach of these terms.

3. Booking and prices

• Prices are set by each riad and displayed in euros, for the whole stay and the rooms selected. The tourist tax is not included: it is paid on site, at the riad.
• The total price is made up of two parts, shown before payment: a deposit paid online to Riadway, which corresponds to its service fee (10% of the stay, unless a different rate is shown on the riad’s page), and the balance, paid directly to the riad on arrival, using the payment methods it accepts.
• Instant confirmation: the booking is confirmed as soon as the deposit is paid. Confirmation on request: the riad has 24 hours to accept; if it declines or does not reply, the request is cancelled and the deposit refunded in full.
• A confirmation is sent by email with a private link to your booking. To change dates, cancel and book again, under the conditions of clause 5.

4. Payment

The deposit is paid by card through Stripe, a secure payment provider. Riadway neither receives nor stores your card details. During payment, the rooms are held for you for about 30 minutes; after that, they are released if the payment has not gone through. Riadway does not collect the balance and charges no amount other than the deposit.

5. Cancellation and refunds

Cancellation by the traveller

You can cancel online from your booking page, up to the scheduled arrival time.

• Request awaiting the riad’s reply: deposit refunded in full.
• Confirmed booking: the deposit is refunded in full if you cancel before the deadline set by the riad’s policy, shown on its page and on your booking (Marrakech time):
  • Flexible: up to 48 hours before the arrival time;
  • Moderate: up to 5 days before the arrival time;
  • Strict: up to 14 days before the arrival time.
  After this deadline, or in the event of a no-show, the deposit is not refunded. You then owe no other amount to Riadway.

Cancellation by the riad

If the riad declines your request or cancels a confirmed booking, your deposit is refunded in full and Riadway will help you, if you wish, to find other accommodation.

Prepayment requested by the riad

Some riads ask for part of the balance to be paid to them directly before arrival: the first night or a percentage of the stay, shown on their page and before the deposit is paid. The riad sends its payment link through the booking’s messages, and the prepayment must be paid within the stated time (24 to 72 hours after confirmation). It is part of the balance and does not add to the total price. This payment takes place between the traveller and the riad, under the riad’s responsibility: Riadway does not collect it. If it is not paid in time, the riad may cancel the booking; the deposit is then refunded in full. The prepayment follows the same cancellation conditions as the deposit: the riad refunds it directly if the traveller cancels before the deadline, or if the riad cancels; after the deadline or in case of no-show, the riad keeps it. Only pay through a link received in the Riadway messages.

Timing and right of withdrawal

Refunds are made to the card used for payment; they usually appear within 5 to 10 days depending on your bank. Accommodation services provided on a specific date are not subject to the 14-day right of withdrawal for distance purchases: only the cancellation terms above apply.

6. Your stay

• Check-in and check-out times, house rules and included services are those stated by the riad. Directions are sent to you after booking.
• The riad may ask for an identity document on arrival, in accordance with Moroccan regulations on tourist accommodation.
• If there is a problem on site, contact the riad first (through your booking’s messaging), then Riadway if the problem is not resolved.

7. Reviews and messaging

• Only travellers who have stayed at the riad through Riadway can leave a review, once, within 60 days of check-out. Reviews are neither bought nor paid for; they are published with the first name and the initial of the last name.
• A review must be genuine and relate to the stay. Riadway may remove a review or message that is abusive, discriminatory, false, contains personal data or is unrelated to the stay. The riad may reply publicly.
• Messaging is for exchanges related to the booking. It must not be used for advertising, harassment or to propose payment outside Riadway.

8. Owner (partner) terms

• Registration: the owner creates the riad’s page and provides the documents requested, including the tourist operating licence. Riadway approves and publishes the page, and may suspend it at any time in the event of a breach.
• Listing: the owner guarantees the accuracy of the description, photos (to which they hold the rights), prices and amenities, and keeps their calendar up to date, in particular through iCal synchronisation with their other platforms.
• Commission: Riadway’s remuneration is the deposit paid online by the traveller (10% of the price of the stay by default, rate shown in the owner area). The owner collects the balance directly from the traveller; no other amount is owed to Riadway.
• Bookings: the owner honours every confirmed booking. In “on request” mode, they reply within 24 hours. If they cancel a confirmed booking, the traveller is refunded in full; in the event of repeated cancellations, Riadway may suspend the riad.
• Obligations: the owner is solely responsible for their accommodation business (licences, safety, insurance, guest registration, tourist tax and tax obligations) and for compliance with Moroccan regulations.
• End of the relationship: the owner may withdraw their riad at any time, provided they honour bookings already confirmed.

9. Liability

Riadway undertakes to operate the platform with care (booking, payment, refunds, messaging). Its liability does not cover the performance of the stay, which is the riad’s responsibility. Riadway cannot be held liable for a temporary interruption of the site, an event of force majeure or indirect damage. In all cases, Riadway’s liability towards a traveller is limited to the amount of the deposit paid for the booking concerned, except in the event of gross negligence or mandatory legal provisions to the contrary.

10. Governing law, complaints and disputes

Any complaint can be sent to contact@riadway.com; we reply within 15 days. We always favour an amicable solution.

These terms are governed by the laws of the State of Wyoming (United States), without prejudice to any more protective mandatory provisions that the consumer traveller enjoys under the law of their country of residence. Failing an amicable agreement, the dispute shall be brought before the competent courts under those same rules.

Personal data is processed in accordance with the privacy policy.

Riadway may amend these terms; the applicable version is the one in force at the time of booking.