Refund policy

Return and Refund Policy

This Return and Refund Policy applies to bookings, accommodation enquiries, guest support services and any direct payments made through DHAJIA Morocco.

DHAJIA Morocco provides short-stay accommodation and local guest support in Agadir, Morocco. As our services are connected to specific travel dates, apartment availability and guest arrangements, they are treated differently from physical products that can be returned.

1. Accommodation bookings

Once a booking is confirmed and payment has been received, the apartment is reserved for the guest and removed from availability for those dates.

Unless a different cancellation condition is clearly agreed in writing at the time of booking, the following policy applies:

  • Cancellation 14 days or more before check-in: eligible for a full refund, excluding any bank, card, transfer or payment processing charges that cannot be recovered.
  • Cancellation 7 to 13 days before check-in: eligible for a 50% refund of the accommodation amount paid.
  • Cancellation less than 7 days before check-in: non-refundable.
  • No-shows: non-refundable.
  • Early departures: unused nights are non-refundable unless agreed by DHAJIA Morocco in writing.

2. Non-refundable bookings

If a booking is clearly marked or agreed as non-refundable before payment is made, no refund will be issued if the guest cancels, does not arrive, or decides not to stay.

3. Date changes

Guests may request a date change by contacting DHAJIA Morocco as early as possible. Date changes are not guaranteed and depend on apartment availability, season, length of stay and the price for the new dates.

If the new dates are more expensive, the guest must pay the difference before the booking is updated. If the new dates are cheaper, DHAJIA Morocco may offer a partial credit at its discretion.

4. If DHAJIA Morocco cannot provide the confirmed apartment

If DHAJIA Morocco is unable to provide the confirmed apartment due to an operational issue, maintenance issue, building restriction, owner issue or other serious matter outside normal control, we will aim to offer one of the following:

  • a suitable alternative apartment where possible; or
  • a full refund of the accommodation amount paid.

DHAJIA Morocco is not responsible for indirect costs such as flights, taxis, external tours, restaurant bookings or other travel expenses unless this has been agreed in writing.

5. Guest support, transfers and optional services

Any airport transfer, local transport, tour, activity, private meal, cleaning support or other guest support service is optional unless clearly included in the booking confirmation.

Refunds for optional services depend on the type of service, notice given, supplier conditions and whether the service has already been arranged or provided.

6. Damage, misuse and rule breaches

Refunds may be refused or reduced where a guest has caused damage, breached house rules, created serious disturbance, allowed unauthorised guests, misused the apartment, or failed to follow check-in, check-out or building instructions.

DHAJIA Morocco may request payment for damages, missing items, excessive cleaning, lost keys, access cards, remote controls or other costs caused during the stay.

7. Refund timing

Approved refunds will normally be processed within 7 to 14 business days. The time it takes for funds to reach the guest may depend on the bank, payment provider or transfer method used.

8. How to request a cancellation or refund

To request a cancellation, date change or refund, please contact DHAJIA Morocco using the same contact method used for your booking, or email us through the contact details shown on our website.

Please include your full name, booking dates, apartment name or location, payment reference and reason for the request.

9. Policy updates

DHAJIA Morocco may update this policy from time to time. The policy that applies to a booking is the version shown or agreed at the time the booking is confirmed.