GENERAL TERMS AND CONDITIONS OF SALE
Contractual regulations for bookings and experience services
01 Object
These General Terms and Conditions of Sale (hereinafter "GTC") define all the rights and obligations applicable to reservations, orders and purchases of immersive experiences offered by the company Les Mystères de Marrakech SARLAU.
Les Mystères de Marrakech offers leisure, recreational and cultural activities in Marrakech and its region, including:
- Self-guided treasure hunts in the Medina;
- Scripted escape games on foot with a Game Master;
- Mobile escape games hosted by a Game Master, whose travel is ensured by an approved partner tourist transport company;
- Fun and educational themed trails based around historical and heritage puzzles.
Any reservation made on the website or through any official channel implies the customer's full, complete and unreserved acceptance of these General Terms and Conditions of Sale.
02 Company Identity
The services are marketed and operated by:
03 Description of Services
The experiences offered by Les Mystères de Marrakech are activities of exploration, deduction, and cultural discovery. Depending on the package booked, participants may be led to:
- Solve historical and architectural observation puzzles;
- Follow a route independently via a dedicated mobile application;
- Complete a timed, scripted mission supervised by a Game Master;
- Manipulating physical or digital survey materials;
- Travel on foot or in a vehicle provided by our transport partner;
- Record their score in an interactive ranking.
The essential characteristics of each mission (estimated duration, price, starting point, recommended staff, languages and specific constraints) are presented in detail on the experience description sheet.
Legal nature of the services
Les Mystères de Marrakech SARLAU designs, organizes, and operates games and leisure activities. It is not a travel agency as defined by law no. 11-16 and does not sell travel, stays, or accommodation services.
When a tour involves travel by vehicle, this is operated by approved tourist transport companies, independent partners holding their own permits, licenses, and insurance, and operating under their own responsibility. The company does not operate any vehicles and does not itself transport passengers.
04 Reservation
Reservations can be made online via the platform lesmysteresdemarrakech.com or through our authorized channels.
The order becomes firm and final upon receipt and full validation of payment.
For activities requiring a facilitator or vehicle (escape games), the client chooses a specific date and time slot. For self-guided tours, instructions and access details are provided in the order confirmation.
Escape games can be booked with a minimum number of paid places, specified on the description page for each experience. This minimum refers to the number of paid places, not the number of people present: a smaller group can book by privatizing the experience, i.e., by paying for the minimum number of places required.
Customers who prefer to join a shared time slot with other players rather than booking a private session can contact us via WhatsApp. We will then try to place them in an existing session. No payment is due until a spot has been confirmed.
Escape games must be booked a minimum amount of time before the start of the experience. This timeframe varies for each game and is indicated on its description page. Once this timeframe has passed, the slot is no longer available for online booking; customers can contact us via WhatsApp, but availability is not guaranteed.
05 Rates and Currency
Prices are displayed in Moroccan Dirhams (MAD), inclusive of all taxes. This amount constitutes the reference price for the service.
The currency for the contract and payment is the euro (EUR). The amount actually debited is the amount displayed in euros at the time of order confirmation. Both amounts are fixed by Les Mystères de Marrakech ; in case of discrepancy, the amount in euros displayed at the time of payment prevails.
Les Mystères de Marrakech reserves the right to change its pricing at any time. However, the service will be billed based on the rate in effect at the time the order is confirmed.
06 Payment Terms
Full payment is due at the time of booking via secure electronic means:
- Visa or MasterCard bank card activated for international payments;
- PayPal, with or without a PayPal account;
- Any certified digital payment method offered during the ordering process.
Since the payment is denominated in euros, customers residing in Morocco must have a card activated for international payments. The transaction will be deducted from their annual e-commerce allowance and may incur currency exchange fees charged by their bank.
In the event of an incident or payment rejection by the financial institution, the reservation is automatically suspended or cancelled.
07 Order Confirmation
Once the transaction is validated, a detailed summary serving as booking confirmation is sent to the customer by email or instant messaging.
The client is solely responsible for the accuracy of their contact details (email address, WhatsApp number reachable on site) and the exact number of participants declared.
08 Cancellation & Refund by the Customer
In accordance with the provisions of Moroccan legislation governing the provision of accommodation, transport, catering or leisure services provided on a specific date or at specific intervals (Law No. 31-08), the standard right of withdrawal does not apply to activities with a fixed time slot.
Contractual cancellation conditions differ depending on the nature of the experience booked.
Escape games with a time slot
- Cancellation notified more than 48 hours before the scheduled start of the experience: full refund of the amount paid;
- Cancellation notified less than 48 hours before the start of the experience: no refund will be given due to the firm mobilization of staff and, where applicable, of the vehicle reserved with our transport partner;
- No-show on the day of the session: no refund or compensation will be given.
Self-guided treasure hunts, no reservation required
- Within 14 days of purchase: full refund, on the express condition that the access link or QR code of the mission has not been activated;
- After activation of the link or QR code: the service is deemed to have been performed and no refund can be given;
- Beyond 14 days: no refund can be granted.
All refunds are issued in euros, for the exact amount paid, to the original payment method. The equivalent in dirhams may differ from the initially displayed amount due to exchange rate fluctuations.
09 Punctuality & Lateness Management
For activities scheduled with a time slot (escape games on foot and by car), participants are required to arrive at the meeting place 10 minutes in advance.
If the client is late, the time they are delayed will be automatically deducted from the scheduled session time to avoid impacting subsequent sessions. If the client is more than 20 minutes late, the session may be cancelled unilaterally without refund.
10 Reservation Modification
Any request to postpone the date or change the time must be made in writing at least 24 hours before the original time.
Any changes are subject to availability. Les Mystères de Marrakech will make every effort to accommodate these requests but cannot guarantee the availability of new time slots.
11 Cancellation or Modification by the Company
Les Mystères de Marrakech reserves the right to cancel or adjust the course of an experience in the event of force majeure, exceptional weather conditions, public safety imperatives or major technical unavailability.
If applicable, it will be offered to the customer, according to their choice:
- The session can be postponed free of charge to a later agreed date;
- Full reimbursement of the sums received, excluding any other compensation.
However, a confirmed and paid reservation cannot be cancelled by Les Mystères de Marrakech due to an insufficient number of participants. Departure is guaranteed once the minimum number of paid places has been paid for at the time of booking.
12 Caution & Mission Equipment
In some walk-up escape games, accessories, investigation bags, notebooks or electronic equipment may be entrusted to participants for their care.
A security deposit may be required before departure. This deposit is solely intended to cover the risks of loss, theft, or damage to the equipment provided. It will be fully refunded at the end of the game after verification of the equipment's condition.
No deposit is required for car escape games as long as the Game Master ensures the safekeeping and continuous operation of the equipment on board.
13 Conditions of Participation & Conduct
Each participant agrees to observe basic rules of courtesy and caution:
- Minors must be placed under the active supervision and direct responsibility of an accompanying adult;
- Strict adherence to urban and pedestrian traffic rules;
- Respect for residents, businesses, places of worship and public or private spaces crossed;
- Strict adherence to instructions given by the Game Masters and by the drivers of the partner transport company.
Les Mystères de Marrakech reserves the right to interrupt without compensation the session of any participant who is intoxicated or exhibits dangerous, disrespectful or degrading behavior towards the heritage.
14 Liability & Insurance
The company holds the professional insurance required for its entertainment and gaming activities. However, participants remain personally responsible for their own vigilance, personal belongings, and physical condition.
The transport of participants, when it is part of the route, falls under the responsibility and insurance guarantees of the approved tourist transport company that insures it, in accordance with its own authorizations and the regulations applicable to the transport of persons.
Les Mystères de Marrakech cannot be held liable in the event of:
- Inattention, recklessness or failure to comply with traffic rules by participants;
- Loss, damage or theft of personal belongings of the participants;
- Bodily injury or property damage caused by a participant to themselves, to a third party or to the public domain.
15 Ranking & Points System
The points system and associated ranking table are purely for entertainment purposes, designed to enhance the experience. The ranking is separate for each scenario.
Achieving a ranking does not confer any financial rights, monetary prizes, or material gains, except as expressly stipulated in a promotional offer. The company reserves the right to correct any score resulting from fraudulent activity or a technical anomaly.
16 Intellectual Property & Mission Secrecy
All puzzles, original scenarios, decoding mechanisms, routes, written and visual materials are the exclusive intellectual property of Les Mystères de Marrakech SARLAU.
Any recording, reproduction, publication on social networks or dissemination of the solutions, secret steps or game mechanisms is strictly prohibited in order to preserve the integrity of the experience for future participants.
17 Personal Data
The personal information collected is essential for the conclusion of the contract, the smooth logistical running of the journeys and for invoicing.
In accordance with Law No. 09-08, the customer has the right to access, rectify and object to their personal data by simply sending a request to: contact@lesmysteresdemarrakech.com.
18 Force Majeure
The execution of the company's obligations is automatically suspended in the event of a force majeure event as defined by Moroccan case law (including: natural disasters, severe weather making the circuit impassable, prefectural decrees, riots, widespread network failures).
19 Complaints & Customer Service
Any comments or complaints must be submitted in writing to contact@lesmysteresdemarrakech.com, mentioning the order reference, within 7 working days :
- For timed escape games: from the date of the session;
- For self-guided treasure hunts: from the activation of the access link or QR code for the mission.
20 Applicable Law & Jurisdiction
These General Terms and Conditions of Sale are governed by and construed in accordance with Moroccan law.
In the event of a dispute concerning the validity, interpretation, or performance of this contract, the parties agree to first attempt to resolve the matter amicably. If no amicable agreement is reached within 30 days, exclusive jurisdiction is expressly granted to the competent courts of Marrakech.
21 Formal Acceptance
By ticking the box to accept the terms and conditions before online payment, the customer expressly, irrevocably and unconditionally agrees to these contractual clauses.