Refund and Cancellation Policy
Last updated: April 2026
Preamble
This Refund and Cancellation Policy aims to clearly, comprehensively, and legally define the conditions governing refund requests, transaction cancellations, the treatment of deposits paid, as well as the financial consequences of withdrawal or dispute regarding services rendered by the Agency.
It constitutes an essential and determining element of the parties' consent and forms an integral part of any mandate,
intermediation agreement, reservation form, lease agreement, or contractual document binding the Client to the Agency.
Any payment made to the Agency constitutes full, complete, and unconditional acceptance of the present provisions.
1. Nature of Fees and Principle of Entitlement
Pursuant to Article 230 of the Moroccan Code of Obligations and Contracts (DOC), legally formed agreements have the force of law between the parties and must be executed in good faith.
The fees received by the Company constitute remuneration for the services performed within the scope of its intermediation mission, including but not limited to prospecting, bringing parties into contact, organizing viewings, negotiation, analysis of provided documentation, administrative coordination, and monitoring of the contractual process.
Such fees do not constitute a guarantee of the final completion of the transaction, which depends on the will of the parties and circumstances beyond the Company's control.
The fees become irrevocably due and payable once the Agency has fulfilled its essential mission of bringing the parties together and enabling an agreement in principle on the property and the price, even if the final signing does not subsequently occur for reasons beyond the Agency's control.
2. Withdrawal of the Purchaser in a Sale
If a purchaser withdraws after their offer has been accepted by the seller or after signing a reservation or commitment document, the Agency's fees remain fully due, provided the Agency has fulfilled its role of introduction and negotiation.
Withdrawal due to financing refusal, change in personal circumstances, reassessment of the project, or any other subjective consideration shall not affect the Agency's right to remuneration.
Any holding deposit paid may be retained in accordance with the applicable contractual provisions. The Agency may, where applicable, retain all or part of the sums paid as compensatory indemnity corresponding to the services performed and expenses incurred.
3. Withdrawal of the Seller
If the seller withdraws the property from the market after accepting a serious offer from a purchaser introduced by the Agency, the agreed fees become immediately payable, as the Agency has fulfilled the mission for which it was mandated.
The seller acknowledges that presenting a solvent purchaser willing to contract under the agreed conditions is sufficient to entitle the Agency to its commission.
Any attempt to bypass the Agency or conclude directly with a purchaser introduced by it engages the seller's liability and entitles the Agency to full compensation corresponding to the originally agreed commission.
4. Dissatisfaction After Completion of Sale
Once the sale has been definitively concluded and the deed signed, no request for reimbursement of fees shall be accepted on the grounds of dissatisfaction relating to the condition of the property, its yield, its environment, or changes in the real estate market.
The Agency acts exclusively as an intermediary and does not guarantee future profitability nor the absence of defects, which fall under the responsibility of the seller or the verifications carried out by the purchaser.
The Client expressly acknowledges having conducted all necessary checks prior to committing and assumes full responsibility for the risks inherent in the investment.
5. Rental Transactions and Tenant Withdrawal
In rental matters, the Agency's fees become due once the tenant's file has been validated by the landlord and the essential terms of the lease have been accepted.
If the tenant subsequently decides not to proceed, the fees remain due and any holding deposit may be retained as compensation, subject to the applicable contractual provisions.
Where withdrawal occurs before final validation of the file, the Agency may retain an amount corresponding to administrative expenses, services performed, and time spent processing the file.
6. Additional Services and Deposits
Any deposit paid for additional services, such as advisory services, administrative assistance, specific marketing, professional photography, or contract drafting, constitutes a firm commitment.
Once performance of the service has commenced, the sums paid become non-refundable, as they correspond to personalized services requiring specific human and material resources.
If cancellation occurs before any performance has begun, a deduction may be made to cover expenses already incurred.
7. Claims and Limitation of Liability
Any claim relating to services provided must be submitted in writing within a reasonable time following the event giving rise to the claim.
The Agency's liability may only be engaged in the event of proven gross negligence.
In all circumstances, the Agency's financial liability shall be strictly limited to the amount of fees actually received for the relevant transaction, excluding any indirect damages, loss of profit, loss of business, or intangible damages.
The Client expressly waives the right to claim compensation exceeding this limit.
8. Bad Faith and Misrepresentation
In the event of false declaration, concealment of material information, or fraudulent conduct by the Client, the Agency may immediately suspend its mission without notice, retain the sums paid, and initiate any legal action necessary to seek compensation for the damage suffered.
9. Governing Law and Dispute Resolution
This Policy is governed by the law applicable at the Agency's registered office.
Any dispute shall first be subject to an amicable settlement attempt. Failing agreement within thirty (30) days, exclusive jurisdiction is granted to the courts within the district of the Agency's registered office.
Acceptance
The Client acknowledges having read this Policy, understanding its legal scope, and accepting it without reservation, it constituting a determining element of their contractual commitment.