Refund & Cancellation Policy
Last Updated: 10 August 2026
maghrebna.ma (“maghrebna”, “we”, “us”, or “our”) provides an online marketplace through which guests can discover and book accommodation offered by independent hosts and property providers in Morocco.
Because each accommodation provider may establish different cancellation conditions, the cancellation policy applicable to a reservation will be clearly displayed to the guest before the booking is confirmed.
1. Cancellation Policy of Each Booking
The cancellation conditions applicable to your reservation will depend on the policy selected by the host and displayed on the relevant property listing.
Depending on the listing, a reservation may be:
Flexible;
Partially refundable;
Non-refundable; or
Subject to specific cancellation deadlines or conditions.
Guests should carefully review the applicable cancellation terms before completing a booking or payment.
2. Guest Cancellation
If you cancel a reservation, any refund will be calculated according to the cancellation policy applicable to that specific booking.
The amount refunded may depend on:
The date and time of cancellation;
The scheduled check-in date;
The host’s cancellation policy;
Any applicable platform fees;
Amounts already paid;
Any applicable taxes or charges; and
Applicable laws and regulations.
The specific cancellation terms displayed at the time of booking will take precedence for that reservation.
3. Non-Refundable Reservations
Where a reservation is clearly identified as non-refundable, cancellation by the guest will generally not result in a refund.
However, an exception may apply where:
The host agrees otherwise;
maghrebna.ma determines that a refund is appropriate under its policies;
The reservation cannot be provided due to circumstances attributable to the host; or
A refund is required by applicable law.
4. Host Cancellation
If a host cancels a confirmed reservation, maghrebna.ma may, depending on the circumstances:
Provide the guest with a full or partial refund;
Assist the guest in finding alternative accommodation; or
Provide other appropriate assistance.
Any additional compensation, reimbursement, or assistance will depend on the circumstances of the cancellation and applicable law.
5. Property Not as Described
If a guest arrives at an accommodation and reasonably believes that:
The accommodation is materially different from the confirmed listing; or
The accommodation is unavailable,
the guest should contact maghrebna.ma as soon as possible.
Where possible, guests should provide supporting evidence, such as:
Photographs;
Videos;
Booking information; or
Other relevant documentation.
maghrebna.ma may investigate the matter and, depending on the circumstances, may offer an appropriate remedy.
6. No-Show
If a guest does not arrive at the accommodation without cancelling the reservation in accordance with the applicable cancellation policy, the reservation may be treated as a no-show.
Any refund in the event of a no-show will depend on the cancellation policy applicable to the specific reservation.
7. Early Departure
If a guest voluntarily leaves an accommodation before the scheduled departure date, any refund will depend on:
The applicable cancellation policy;
The host’s terms; and
Any other applicable booking conditions.
Early departure does not automatically entitle the guest to a refund for unused nights.
8. Force Majeure and Exceptional Circumstances
In circumstances beyond the reasonable control of the guest, host, or maghrebna.ma, special cancellation or refund arrangements may be considered.
Such circumstances may include certain:
Natural disasters;
Government restrictions;
Major emergencies;
Public safety events; or
Other exceptional circumstances beyond reasonable control.
maghrebna.ma may review the relevant reservation and determine whether special cancellation or refund arrangements are appropriate.
Any such decision will be made based on the circumstances of the case and applicable law.
9. Processing Refunds
Where a refund is approved, it will normally be processed through the original payment method, where technically possible.
The time required for a refund to appear in the customer’s account may vary depending on:
The payment method used;
The payment provider;
The customer’s bank or financial institution; and
Other processing requirements.
maghrebna.ma is not responsible for delays caused by third-party payment providers or financial institutions.
10. Statutory Rights
Nothing in this Refund & Cancellation Policy is intended to remove, restrict, or limit any rights that cannot legally be excluded under applicable Moroccan law.
Morocco’s consumer-protection framework provides specific rules concerning distance contracts, while certain accommodation services supplied on a specified date or according to a specified schedule may be treated differently under Law No. 31-08.
Where applicable, mandatory statutory rights will take precedence over any conflicting provision of this policy.
11. Contact Us
For questions or assistance regarding a cancellation or refund, please contact us:
Email: info@maghrebna.ma
When contacting us regarding a reservation, please include your booking reference number so that we can locate and review your reservation more efficiently.