Last updated: September 13th, 2025

We at Lina Stay cherish your trust and strive to offer clear, equitable, and guest-friendly cancellation and refund policies. We understand that travel plans can change, and our goal is to balance flexibility for our guests with the commitments we make to property owners, activity providers, and partners. This document outlines our cancellation and refund policies for accommodations, activities, tours, transfers, and events.

1. General Principles

  • Our refund policy applies to all bookings made directly through the Lina Stay website, email, or authorised representatives.
  • Guests are encouraged to carefully read the cancellation terms displayed at the time of booking.
  • Refund eligibility depends on the type of service, timing of the cancellation, and specific conditions outlined in the booking confirmation.
  • Refunds will be issued using the same payment method used at the time of booking unless otherwise agreed.

2. Accommodations (Villas, Apartments, Berber Tents)

2.1 Guest Cancellations

  • Free Cancellation Window: Most accommodations allow free cancellation up to 72 hours before the check-in date.
  • Partial Refunds:
    • Between 72 hours and 24 hours before check-in → 50% refund of the total booking amount.
    • Less than 24 hours before check-in: no refund.
  • No-Shows: Guests who do not arrive without prior notice will not be eligible for a refund.

2.2 Provider Cancellations

If Lina Stay or a property owner must cancel a confirmed booking due to unforeseen circumstances:

  • Guests will be offered an alternative property of equal or greater value at no extra charge.
  • If no suitable alternative is available, a full refund will be issued.

2.3 Early Departures

  • Guests who leave before the scheduled check-out date are not entitled to a refund for unused nights, unless caused by force majeure or service failure attributable to Lina Stay.

3. Activities

3.1 Guest Cancellations

  • Free cancellation up to 48 hours before the scheduled activity.
  • Cancellations made between 24 and 48 hours before the scheduled activity will receive a 50% refund.
  • Cancellations made less than 24 hours before: no refund.

3.2 Weather-Related Cancellations

  • If an activity is cancelled due to unsafe weather conditions, guests will be offered:
    • A rescheduled date, or
    • A full refund.

3.3 Minimum Participants

  • Some activities require a minimum number of participants. If this requirement is not met, Lina Stay may cancel and issue a full refund.

4. Tours & Excursions

4.1 Guest Cancellations

  • Day Tours:
    • Free cancellation up to 72 hours before departure.
    • 50% refund if cancelled 24–72 hours before departure.
    • No refund if cancelled less than 24 hours before departure.
  • Multi-Day Tours (e.g., Merzouga, Zagora):
    • Free cancellation up to 7 days before departure.
    • 50% refund if cancelled between 3 and 7 days before.
    • No refund if cancelled less than 72 hours before.

4.2 Provider Cancellations

  • If a tour is cancelled due to operational reasons (vehicle issues, guide illness, etc.), guests will receive:
    • An alternative date, or
    • A full refund.

5. Transfers

5.1 Guest Cancellations

  • Free cancellation up to 24 hours before the scheduled pick-up time.
  • 50% refund if cancelled within 12–24 hours.
  • No refund if cancelled within 12 hours of pick-up.

5.2 Flight Delays and Missed Pick-ups

  • Guests must provide accurate flight information.
  • Drivers will wait up to 60 minutes after the scheduled arrival time at airports.
  • If a guest fails to appear without notifying us, no refund will be provided.

5.3 Provider Cancellations

  • If a transfer cannot be provided, guests will receive a full refund or alternative transport at no extra cost.

6. Events (Weddings, Anniversaries, Yoga Retreats, Graduation Parties, Other Celebrations)

6.1 Guest Cancellations

Due to the complex nature of event planning, cancellation terms differ:

  • Weddings & Large Events:
    • Free cancellation up to 60 days before the event date.
    • 50% refund if cancelled 30–60 days before.
    • No refund if cancelled less than 30 days before.
  • Yoga Retreats & Smaller Events:
    • Free cancellation up to 30 days before the event.
    • 50% refund if cancelled 14–30 days before.
    • No refund if cancelled less than 14 days before.

6.2 Provider Cancellations

  • If Lina Stay or its partners cannot host the event due to force majeure (e.g., natural disasters, political instability, pandemics), guests will be offered rescheduling options or partial refunds depending on expenses already incurred.

7. Refund Processing

  • Refund requests must be submitted in writing to contact@linastay.com with the booking reference number.
  • Once approved, refunds will be processed within 14 business days.
  • Transaction fees, currency conversion costs, and bank charges are non-refundable.

8. Non-Refundable Services

The following are strictly non-refundable unless otherwise stated:

  • Fees for visa support or travel documents.
  • Add-on services already delivered (e.g., private chef, decoration, entertainment).
  • No-shows without prior communication.

9. Force Majeure

Lina Stay is not liable to provide refunds for cancellations caused by events beyond our control, including but not limited to natural disasters, pandemics, strikes, wars, or government restrictions. In such cases, we will work to provide rescheduling or credit vouchers whenever possible.

10. Dispute Resolution

  • If you are unsatisfied with a refund decision, you may escalate the matter to our management team for review.
  • Disputes will first be handled through negotiation and mediation.
  • If unresolved, disputes fall under the jurisdiction of Marrakech courts and Moroccan law.

11. Customer Responsibilities

  • Guests must provide accurate contact and booking details.
  • Guests are encouraged to purchase travel insurance covering cancellations, accidents, and medical emergencies.
  • Refund requests that fall outside the outlined policies cannot be honoured.

12. Policy Updates

Lina Stay reserves the right to update this policy at any time. Any changes will be published on our website with the updated date. Guests are advised to review the policy regularly before booking.

13. Contact Information

For refund or cancellation enquiries, please contact us:

  • Email: contact@linastay.com
  • Phone: +212 6 62 25 10 22
  • Address: Ibn Sina Residence 6, Gueliz, Marrakech

Conclusion

We have designed our Refund & Cancellation Policy to ensure fairness, clarity, and flexibility for both guests and providers. While some services have stricter rules due to operational commitments, we always aim to accommodate changes and provide solutions whenever possible. By booking with Lina Stay, you acknowledge that you have read, understood, and agreed to the terms of this policy.