General terms and conditions of sale

1. Purpose

These terms and conditions define the rights and obligations of the parties in the context of remote booking of services offered by our establishment, whose contact details are specified in this booking confirmation document. They govern all the steps necessary for booking and managing the booking between the contracting parties. The client acknowledges having read and accepted these terms and conditions of sale and the terms and conditions of sale for the reserved rate, accessible on our booking platform. These terms and conditions of sale apply to all bookings made online via our booking platform.

2. Reservation

The customer selects the services presented on our booking platform. They acknowledge having reviewed the nature, purpose, and booking terms of the services available on our platform and having requested and obtained all necessary and/or additional information to make their booking with full knowledge of the facts. The customer is solely responsible for their choice of services and their suitability for their needs; therefore, we cannot be held liable in this regard. The booking is deemed accepted by the customer upon completion of the booking process.

3. Booking Process

Reservations made by the customer are processed via the electronic booking form accessible online on our booking platform. The reservation is considered confirmed upon receipt of the booking form. Before making any reservation, the customer agrees to complete all required information on the booking form or request. The customer confirms the truthfulness and accuracy of the information provided. After the final selection of services to be booked, the booking process includes, in particular, entering credit card details if a guarantee or prepayment is required, reviewing and accepting the general terms and conditions of sale and the specific terms and conditions of the chosen rate before confirming the reservation, and finally, the customer's confirmation of the reservation.

4. Booking confirmation

Our booking platform acknowledges receipt of the customer's booking by sending an email without delay. In the case of online booking, the booking confirmation email summarizes the contract offer, the services booked, the prices, the terms and conditions of sale relating to the selected rate, accepted by the customer, the date of booking made, information relating to after-sales service, as well as the address of the seller's establishment to which the customer can submit their complaints.

5. Cancellation or modification by the customer

The terms and conditions of the reserved rate specify the cancellation and/or modification procedures. When permitted by the terms and conditions of the reserved rate, the reservation can be cancelled directly with the establishment, whose telephone number is provided on the booking confirmation sent by email. All reservations are nominative and cannot under any circumstances be transferred to a third party, whether free of charge or for payment.

6. Consumption of the service

In accordance with regulations in certain countries, guests may be asked to complete a police registration form upon arrival. To this end, guests will be asked to present identification to verify whether or not they are required to complete the form. Any behavior contrary to public decency and order will result in the establishment asking the guest to leave without any compensation or refund, even if payment has already been made. For establishments with internal regulations, the guest accepts and agrees to abide by said regulations. In the event of non-compliance by the customer with any of the provisions of the Internal Regulations, the establishment will be obliged to invite the customer to leave the establishment without any compensation and/or without any refund if payment has already been made.

7. Responsibility

The photographs displayed on our booking platform are not contractual. While every effort is made to ensure that the photographs, graphic representations, and texts used to illustrate the establishments presented provide as accurate a view as possible of the services offered, variations may occur between the time of booking and the day the service is used. The establishment cannot be held liable for the non-execution or improper execution of the reservation in cases of force majeure, actions of third parties, or actions of the client, including but not limited to internet network unavailability, inability to access the website, external intrusion, computer viruses, or unauthorized prepayment by the cardholder's bank. Any reservation or payment that is irregular, invalid, incomplete, or fraudulent for a reason attributable to the client will result in the cancellation of the order at the client's expense, without prejudice to any civil or criminal action against the client.

8. Complaints

Claims relating to the non-performance or poor performance of the services booked must, under penalty of forfeiture, be brought to our attention in writing within eight days after the date of departure from the establishment.

9. Price

The prices for booking services are displayed before and during the booking process. Prices are confirmed to the customer inclusive of all taxes, in the establishment's local currency, and are valid only for the period indicated on the booking platform. If payment is made to the establishment in a currency other than the one confirmed on the booking, the exchange fees are the responsibility of the customer. All bookings, regardless of origin, are payable in the establishment's local currency, unless otherwise specified on-site. Unless otherwise stated on the booking platform, additional services are not included in the price. Any applicable taxes (local taxes, tourist taxes, etc.), shown on the rates page, are payable directly to the establishment on-site. Prices include VAT applicable on the date of the order, and any change in the applicable VAT rate will be automatically reflected in the prices shown on the invoice date.Any modification or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices indicated on the date of invoicing.

10. Payment

The customer provides their bank details as a guarantee for the reservation, except in the case of special conditions or rates, by credit or debit card (Visa, Mastercard, American Express, Diners Club, etc., depending on the options offered by the establishment's booking platform). The card number, without spaces between the digits, as well as its expiry date (it is specified that the bank card used must be valid at the time of service) and the security code, must be entered directly in the designated area (secure entry via SSL encryption). The customer must present the bank card used to guarantee the reservation upon arrival at the establishment.

Payment will be made by debit from the bank card the day before arrival.

In the event of late cancellation not entitling the customer to a refund, or no-show (reservation not cancelled – customer not present) of a reservation guaranteed by credit card, the establishment will debit the customer, as a fixed compensation, of the amount indicated in its general terms and conditions and specific terms of sale.

The establishment has chosen elloha.com/stripe.com to secure online credit card payments. The validity of the customer's payment card is verified by stripe.com. A payment card may be declined for several reasons: stolen card, blocked card, spending limit reached, incorrect entry, etc. In case of a problem, the customer should contact their bank and the establishment to confirm their reservation and payment method. For rates requiring online prepayment, the advance payment, which constitutes the deposit, is debited at the time of booking. Some establishments can generate invoices/receipts electronically; the original file is certified and available online at the web address provided by the establishment. Credit cards are accepted only for online payments.

Supplements booked after the initial booking will be paid on site, upon arrival, in cash only (MAD or €).

11. Respect for privacy

On each personal data collection form, the customer is informed whether responses are mandatory or optional by the presence of an asterisk. The information processed is intended for the establishment, elloha.com, its entities, its partners, and its service providers (including online payment providers). The customer authorizes elloha.elloha.com may share personal data with third parties only if such sharing is compatible with the performance of elloha.com's obligations under these terms and conditions and in accordance with the Customer Privacy Policy. Specifically, during online payment, the customer's bank details must be transmitted by the payment provider stripe.com to the establishment's bank for the execution of the booking contract. The customer is informed that this data transfer may therefore take place in foreign countries that do not have adequate personal data protection as defined by the French Data Protection Act (Loi Informatique et Libertés). However, the customer consents to this transfer, which is necessary for the execution of their booking. Constellation SAS / Stripe.com, acting in their professional capacity, have committed to the establishment to take all necessary security measures and ensure the confidentiality of data for these data transfers.

12. Convention on Evidence

Entering the required bank details, along with accepting these terms and conditions and the booking confirmation or request, constitutes an electronic signature which, between the parties, has the same legal value as a handwritten signature. The computerized records stored in the elloha.com computer systems will be kept under reasonable security conditions and considered proof of communications, orders, and payments between the parties. The customer is informed that their IP address is recorded at the time of booking.

13. Force majeure

Force majeure means any event external to the parties which is both unforeseeable and insurmountable which prevents either the client or the establishment from fulfilling all or part of the obligations provided for in the contract. Events of force majeure or fortuitous events are those typically recognized by the jurisprudence of French courts and tribunals. Neither party shall be held liable to the other for any failure to perform its obligations resulting from an event of force majeure. It is expressly agreed that force majeure suspends the performance of the parties' reciprocal obligations and that each party shall bear its own costs arising therefrom.

14. Dispute Resolution

These General Terms and Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may apply in the country of residence of the consumers.

15. Completeness

These General Terms and Conditions of Sale, the terms and conditions of the rate booked by the customer, and the booking confirmation or request constitute the entire agreement between the parties. No general or specific terms and conditions communicated by the customer may be incorporated into these General Terms and Conditions. The documents forming the contractual commitments between the parties are, in descending order of priority, the booking confirmation or request (including the specific terms and conditions of the booked rate) and these General Terms and Conditions. In the event of any conflict between the booking confirmation and the General Terms and Conditions, the provisions of the booking confirmation shall prevail with respect to the obligation in question. These General Terms and Conditions of Sale may be modified and/or supplemented by the establishment at any time. In such cases, the establishment will publish the new version of the General Terms and Conditions of Sale online. Once published online, the new version of the General Terms and Conditions of Sale will automatically apply to all customers.