Booking terms

11. Who we are

The website www.tmcconciergerie.com is operated under the trading name TMC Conciergerie by TMC, a French simplified joint-stock company (SAS) with a share capital of €1,000, 9 rue des Colonnes, 75002 Paris, France, registered with the Paris Trade and Companies Register under number 109 771 360. Contact: +33 6 25 06 27 18, contact@tmcconciergerie.com.

TMC is a travel and holiday operator within the meaning of Articles L211-1 et seq. of the French Tourism Code. Its application for registration with Atout France is being processed. Financial guarantee and professional liability insurance: being arranged; their details will appear in the Legal Notice.

22. Our services

• Fast Track Premium, at Marrakech Menara, Casablanca Mohammed V, Rabat-Salé, Tangier Ibn Battouta, Fez-Saïss and Agadir Al Massira airports, on arrival or departure: name-board welcome, assistance through formalities, baggage assistance, handover to your driver or escort to the departure lounge.
• Private transfer with driver, from or to Marrakech: between an airport and an address, between two cities, or within Marrakech.
• Driver at your disposal for an excursion, a visit, an evening out or a tour, on written proposal, except chauffeur hire in Marrakech, which can be booked online at the price shown.
• Excursions and activities: full-day or half-day trips, guided visits, leisure activities, shared or private.
• Wellness: massages and treatments, at your accommodation or at a partner spa.
• Private chef: meals prepared and served on site, on written proposal.
• Private event organisation and on-site assistance, on quotation.

Services are sold and invoiced by TMC in its own name. They are performed on site, in Morocco, by service providers we work with (meet-and-greet agents, drivers, guides, wellness practitioners, chefs, activity organisers). We remain your single point of contact before, during and after the service.

33. Your request

On the Book page, you build your request: the service, the airport or route, the date, time and flight number, the number of travellers, the vehicle and your contact details. The price is shown before payment. You accept these terms, then pay the full price online, by card, on our payment provider's secure page. The contract is concluded upon payment.

Services on written proposal or quotation (driver at your disposal, private excursions, private chef, events) are confirmed in writing: the contract is concluded when you accept the proposal and make the payment it provides for.

While online payment is not open for a service, your request is sent to us by email: the contract is concluded upon our written confirmation, which states the price and payment method.

44. Booking registration

Your booking is recorded as soon as payment is made. You immediately receive an email summary: the service, date and time, total price paid, and the text of these terms. The name of your agent, driver or service provider and the meeting point are sent to you before the service. If, exceptionally, we were unable to provide the service, you would be refunded in full.

Some requests cannot be booked online: groups of more than 44 travellers, a driver at your disposal (except chauffeur hire in Marrakech, which can be booked online at the price shown), services on quotation. We then send you a written price; nothing is due before you agree. The minimum booking deadlines in Article 6 also apply to these requests.

55. Prices

• Prices are calculated on the Book page according to the service, airport or route chosen, and shown in euros, all taxes included. Their conversion into US dollars and pounds sterling is indicative, at fixed rates of 1.16 dollars and 0.86 pounds per euro, rounded up to the nearest unit.
• Fast Track Premium is charged per passenger: children aged 2 to 12 pay half the adult rate; children under 2 travel free.
• Transfers are charged per vehicle and per journey, regardless of the number of passengers within the vehicle's capacity. Beyond that, several vehicles are booked, each at its own price.
• The price of a transfer is the one in our price grid when the route is listed. Within Marrakech, it depends on the area of the address, measured as the crow flies from Jemaa el-Fna square: up to 4.5 km, the city-centre price in our grid; up to 12 km, the Palmeraie price; beyond that, a price calculated as described below, never lower than the Palmeraie price. If the two addresses are not in the same area, the farther one applies. For a route not listed in the grid, the price is calculated according to road distance and duration over the vehicle's full journey: from our base in Guéliz to the pick-up address, then to the drop-off address, and back to the base. For a mountain destination (Ourika valley, Oukaïmeden, Lalla Takerkoust lake) or via the Agafay desert track, this calculated price is increased by 35%. It is shown before payment. If an address changes after booking, the new price is shown to you before it applies, and you may refuse the change.
• Return trips: the return is the same journey in reverse, on the date and at the time you specify. If it takes place the same day, no more than 12 hours after pick-up and no later than 8 pm, to Essaouira, Casablanca, Rabat, the Ouzoud waterfalls, Imlil, Asni or the Agafay desert, the driver waits for you on site and the day rate applies. Otherwise, the outward and return journeys count as two trips.
• Excursions, activities and wellness treatments are charged per person or per group, as stated on the booking page or in the written proposal. The price states what is included (transport, guide, entrance fees, meals).
• Sums paid are payment of the price, not a deposit (arrhes) within the meaning of Article L. 214-1 of the French Consumer Code.
• The price paid does not change on site. Not included: stops not planned at booking, tolls outside the agreed route, personal expenses and tips.

66. Booking deadlines

All bookings must be made within the following minimum deadlines, whether online or by phone, email or WhatsApp:

• Fast Track and transfers: no later than 48 hours before your flight time or pick-up time. No booking is possible after that. For Fast Track, airport access procedures do not allow any booking less than 48 hours in advance.
• Wellness, excursions, activities, private chef and driver at your disposal: no later than 48 hours before the start of the service.
• Private events: according to the deadline stated in the written proposal.

77. Changes and cancellation

Please notify any change as soon as possible, by phone or email. Deadlines are counted from your flight time or, failing that, from the start time of the service.

Fees can never exceed the price paid. For Fast Track Premium, the right of withdrawal in Article 8 takes precedence: during its 14-day period, a consumer may cancel free of charge as long as the service has not been performed. For free cancellations, you are refunded in full within 14 days, to the payment method used. A change requested within the free-cancellation period is free of charge, subject to availability; any price difference is shown to you before it applies.

If we cancel a service ourselves, or if it cannot be performed because of us, you are refunded in full within 14 days.

Extraordinary circumstances. If unavoidable and extraordinary circumstances (natural disaster, serious unrest, airport closure, cancellation of your flight by the airline) prevent the service, you are refunded in full, free of charge.

88. Right of withdrawal

• Transfers, journeys and drivers at your disposal, being passenger transport services, are not subject to the right of withdrawal (Article L. 221-2, 9° of the French Consumer Code).
• Excursions, activities, wellness treatments, private chef services and events, being leisure or catering services provided on a specific date, are not subject to the right of withdrawal (Article L. 221-28, 12°). The cancellation terms in Article 7 apply.
• For Fast Track Premium, if you are a consumer, you have 14 days from the conclusion of the contract to withdraw, without giving any reason, as long as the service has not been fully performed: via the "Withdraw from the contract here" function on your booking page, or by any unambiguous statement sent to contact@tmcconciergerie.com. We acknowledge receipt by email and refund you within 14 days, to the payment method used. If the service has started at your request before the end of the period, you pay for the part already provided; once the service has been fully performed, the right of withdrawal no longer applies (Article L. 221-28, 1°).

99. Combined services (packages)

When you book with TMC, at the same time or as part of the same booking, at least two different types of travel services (for example a transfer and an excursion, or a TMC Conciergerie service and accommodation booked through The Marrakech Curator), the whole constitutes a package within the meaning of Article L211-2 of the French Tourism Code. Before booking, you then receive the standard information form provided for by the French Order of 1 March 2018, and the following rules apply:

• TMC is fully liable for the proper performance of all the services included (Article L211-16);
• you may cancel at any time before the start of the stay, subject to the cancellation fees stated in the contract, or free of charge in the event of unavoidable and extraordinary circumstances (Article L211-14);
• any refund due is made within 14 days;
• The Marrakech Curator's general and specific terms of sale (www.themarrakechcurator.com) then supplement these terms.

1010. On the day

• Fast Track makes your passage easier; it does not exempt you from any formality or police, customs or security check, and does not guarantee any processing time. You remain responsible for the validity of your travel documents and those of the people travelling with you.
• We track your flight using the number you provide: the actual landing time is what counts.
• The service is organised based on the information you provide: flight, times, number and age of travellers, addresses. An error or unreported change may prevent the service from being performed.
• Baby seat: tick the box on the Book page, for a transfer or for a transfer added to a Fast Track. It is provided and fitted free of charge.
• For wellness treatments and activities, you must inform the practitioner or organiser, before the service, of any contraindication or restriction concerning you. The provider may refuse or adapt the service for your safety.
• Late arrival on your part, other than a flight delay, may shorten the service, with no price reduction.

1111. Insurance

No insurance is included in the price. We recommend that you take out insurance covering cancellation, assistance, repatriation and civil liability.

1212. Insolvency protection

Sums paid are covered by the financial guarantee taken out by TMC, currently being arranged, which ensures their refund in the event of TMC's insolvency (Article L211-18 of the French Tourism Code).

1313. Complaints and mediation

So that we can check the facts, please report any difficulty in writing, if possible within 48 hours of the service, to contact@tmcconciergerie.com. This period is a recommendation: it does not deprive you of any of your statutory rights.

After a written complaint that has not received a satisfactory response within 60 days, consumers may refer the matter, free of charge, to Médiation Tourisme et Voyage (MTV), BP 80303, 75823 Paris Cedex 17, France, www.mtv.travel (through TMC's membership of the APST, in progress).

1414. Governing law

These terms are governed by French law, without depriving you of the protection afforded by the mandatory rules of your country of residence. In the event of a dispute, you may refer the matter to the court with jurisdiction under the law, including that of your place of residence. The French version prevails.

1515. Personal data

The data in your request is processed as described in our privacy policy. It is passed on to the person performing your service in Morocco, only to the extent necessary.

1616. Changes to these terms

These terms may change. The version applicable to your booking is the one you accepted at the time of payment; it is sent to you with your booking summary.

1717. Appendix: withdrawal form

For Fast Track Premium, if you are a consumer. Model withdrawal form (appendix to Article R. 221-1 of the French Consumer Code). Please complete and return this form only if you wish to withdraw from the contract. You may also use the "Withdraw from the contract here" function on your booking page.

To TMC, 9 rue des Colonnes, 75002 Paris, France, contact@tmcconciergerie.com:

I hereby give notice that I withdraw from my contract for the provision of the following service:

• Booking number:
• Ordered on:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is notified on paper):
• Date: