Terms & Conditions

1. Introduction

These Terms & Conditions ("Terms") govern the relationship between Palm Keys Marrakech ("Palm Keys", "we", "us" or "our") and property owners ("Owner", "you" or "your") who engage our property management and concierge services in Marrakech, Morocco.

By requesting an assessment, submitting a contact form, communicating with us via WhatsApp, or entering into a management agreement, you confirm that you have read, understood and agree to these Terms. If you do not agree, please do not use our services.

Palm Keys provides operational coordination and management support for short-term rental properties listed on platforms such as Airbnb and Booking.com. We act as your local operating partner — not as the legal owner, insurer, or booking platform.

2. Services Provided

Depending on your agreed service package, Palm Keys may provide some or all of the following services:

• Guest communication before, during and after stays
• Check-in and check-out coordination
• Cleaning coordination and turnover preparation
• Maintenance coordination and local issue resolution
• Revenue optimization, pricing strategy and occupancy support
• Airbnb and Booking.com listing management and optimization
• Property management support for apartments, villas and riads
• Remote owner support for owners based abroad

The specific scope of services will be confirmed in writing before management begins. Services may evolve over time in line with market conditions, platform requirements and operational needs, with reasonable notice provided to the Owner where material changes apply.

3. Owner Responsibilities

As the property owner, you remain legally responsible for your property and its lawful use. You agree to:

• Confirm that you hold valid legal title or lawful authority to rent the property
• Ensure the property complies with applicable Moroccan laws, building regulations, tax obligations and local rental rules
• Provide accurate property information, access details, inventory and operational instructions
• Maintain the property in a safe, habitable and guest-ready condition
• Approve material operational decisions where required under your management agreement
• Respond to urgent owner decisions within a reasonable timeframe when Palm Keys cannot proceed without your instruction

You acknowledge that Palm Keys relies on the accuracy of information you provide. Delays, losses or operational issues arising from incomplete or inaccurate information may fall outside our responsibility.

4. Property Access & Management

To deliver our services, you authorize Palm Keys and its approved local partners to access the property as reasonably required for guest arrivals, inspections, cleaning coordination, maintenance and operational management.

You agree to provide secure access arrangements, including keys, codes, lockboxes or on-site contact procedures. Palm Keys will use reasonable care in handling access credentials and restrict use to authorized operational purposes only.

You retain full ownership and control of the property. Blocking personal-use dates, approving major expenditures and making strategic decisions remain your responsibility unless otherwise agreed in writing.

5. Fees & Payments

Palm Keys typically operates on a performance-based management fee, commonly structured as a percentage of rental revenue, as agreed before service commencement. Unless otherwise stated, our standard management fee is 20% of qualifying rental income.

Fees, payment schedules, reimbursable expenses and any setup costs will be confirmed in your management agreement. You are responsible for third-party costs such as cleaning, maintenance, supplies, utilities and platform charges unless expressly included in your package.

Late payment of agreed fees may result in suspension of services after reasonable notice. All amounts are payable in the currency and method specified in your agreement.

6. Guest Damage Disclaimer

Palm Keys will make reasonable efforts to coordinate guest incidents, document reported damage and support applicable platform claims or deposit processes where possible.

However, Palm Keys does not guarantee recovery of damages, deposits or compensation from guests or booking platforms. We are not responsible for guest misconduct, theft, vandalism, illegal activity or losses caused by third parties.

Palm Keys coordinates services and support — we are not legally responsible for illegal acts committed by guests or visitors. Recovery outcomes depend on platform policies, evidence, timing and the guest's cooperation.

7. Liability Limitation

To the fullest extent permitted by applicable law, Palm Keys shall not be liable for indirect, incidental, special or consequential losses, including loss of income, loss of booking opportunities, reputational harm or business interruption.

Our total liability arising from or related to our services shall not exceed the total management fees paid by you to Palm Keys during the three (3) months preceding the event giving rise to the claim, except where liability cannot be limited under mandatory Moroccan law.

Nothing in these Terms excludes liability for fraud, wilful misconduct or any liability that cannot legally be excluded.

8. Third-Party Service Providers

Palm Keys may coordinate independent third-party providers, including cleaners, maintenance technicians, photographers, suppliers and local partners. These providers are not employees of Palm Keys unless expressly stated.

While we aim to work with reliable professionals, Palm Keys is not responsible for the acts, omissions, delays or negligence of independent third parties. Any contractual relationship for on-site work may exist between the Owner and the provider, depending on the operational arrangement agreed with you.

9. Property Insurance Recommendation

Palm Keys strongly recommends that every Owner maintains appropriate property insurance, including coverage suitable for short-term rental activity, public liability and, where relevant, contents insurance.

Palm Keys is not an insurer and does not provide insurance coverage of any kind. Property owners remain solely responsible for obtaining and maintaining adequate insurance for their property, belongings, guests and legal obligations.

You should review your policy carefully to confirm that short-term rentals and platform-based bookings are covered.

10. Booking Platforms Disclaimer (Airbnb / Booking.com)

Palm Keys may manage or optimize listings on third-party booking platforms such as Airbnb and Booking.com on your behalf. These platforms are independent services with their own terms, policies, payout systems and dispute processes.

Palm Keys is not affiliated with, endorsed by, or acting as an agent of Airbnb, Booking.com or any other platform. We do not control platform decisions relating to account status, refunds, reviews, verification, payouts or claims.

You remain responsible for platform account ownership, legal compliance and acceptance of each platform's terms of use.

11. Service Availability

We aim to provide responsive, professional support during agreed operating hours. Response times may vary during peak periods, public holidays or exceptional local circumstances.

Website content, revenue estimates and operational tools are provided for general information and planning purposes only. They do not constitute a guarantee of occupancy, revenue or listing performance.

12. Termination of Service

Either party may terminate the management relationship in accordance with the notice period set out in the management agreement. Where no specific notice period is stated, either party may request termination with thirty (30) days' written notice.

Upon termination, you remain responsible for outstanding fees, confirmed bookings, guest obligations and any third-party costs already incurred. Palm Keys will cooperate reasonably in handing over access credentials, listing control and operational information.

We may suspend or terminate services immediately where there is material breach, unlawful use of the property, non-payment, or conduct that creates legal or reputational risk.

13. Privacy & Data Use

We process personal and property-related information in connection with our services in accordance with our Privacy Policy. By using our services, you acknowledge that relevant data may be shared with operational partners where necessary to deliver management support.

14. Governing Law (Morocco)

These Terms are governed by the laws of the Kingdom of Morocco. Any dispute arising from or relating to these Terms or our services shall be subject to the jurisdiction of the competent courts of Marrakech, unless mandatory law provides otherwise.

We encourage amicable resolution of concerns before formal proceedings. Please contact us first so we can seek a practical, good-faith solution.

15. Contact Information

For questions about these Terms or your management relationship, please contact:

• Palm Keys Marrakech
• Marrakech, Morocco
• WhatsApp: +212 675 318 177
• Website: www.palmkeysmarrakech.com