Purpose and scope
These Booking & Service Terms ("Terms") apply to requests, proposals, bookings and services arranged through Accrocar — on this website, by WhatsApp, by email or by telephone — for:
- luxury car rental, with or without a chauffeur;
- private chauffeur services, including airport, hotel and villa transfers, weddings, events and VIP programmes;
- private helicopter and private jet charters, including helicopter transfers and scenic flights in Morocco and on selected routes in the French and Swiss Alps.
For each booking, the written proposal and confirmation set out the specific service and its conditions. Where they differ from these Terms on a point, the proposal and confirmation prevail for that booking. For a flight, the conditions of the aviation operator that are communicated to you before you accept also form part of the booking.
These Terms are published in English, French, Spanish, Dutch and Romanian.
Accrocar's role in each service
Accrocar acts in a different way depending on the service:
- Luxury car rental — a direct service. Accrocar rents the car to you: you book with Accrocar, Accrocar sets the price and confirms the rental, and Accrocar remains your contact from handover to return. Direct rental describes who you deal with; it does not mean that every car belongs to Accrocar.
- Private chauffeur services — booked with Accrocar, which organises the chauffeur and the vehicle and remains your contact during the service. If a service is to be performed by a partner transport company, your proposal says so.
- Private aviation — an arranged service. Accrocar acts as an intermediary on your behalf: it arranges the flight with an aviation operator that holds the authorisations required for it, and the operator performs the flight.
Accrocar is not an airline, an air carrier or an aircraft operator, and does not own or operate the aircraft offered. The operator remains responsible for the operation of the flight and for the safety decisions that go with it.
For every service, Accrocar is responsible for handling your request with care, passing on your requirements accurately, giving you accurate information on the price and the conditions, securing the service confirmed to you and staying your point of contact before and during the service.
From request to confirmed booking
A form sent on this website, a WhatsApp message, an email or a call is a request. It is not a booking, and an automatic acknowledgement of a request is not a confirmation. A booking is formed in the following steps:
- Request — you tell us the service, dates, places, number of passengers and any preferences.
- Availability check — we check availability, with our own resources or with independent providers.
- Written proposal — we send you a proposal by email or WhatsApp describing the service, its price, what is included, the payment schedule and the applicable conditions.
- Your acceptance — you accept the proposal in writing. You can ask us to correct or adjust it before you accept.
- Payment, where required — any payment the proposal requires is made as it describes.
- Written confirmation — Accrocar confirms the booking in writing. The booking exists from this confirmation.
Keep your proposal and confirmation: they are the reference documents for your booking.
Proposals and quotations
- A proposal may be valid for a limited time. Where it states a validity period, it can be accepted within that period.
- Until a booking is confirmed, availability can change: a vehicle, chauffeur, aircraft or slot can be taken by someone else, and an operator can withdraw an aircraft. If that happens, we tell you and, where possible, propose an alternative.
- A proposal states what it includes. Anything not listed — extra hours, additional stops, extra luggage, decoration, additional passengers or catering, for example — is not included unless it is added and confirmed in writing.
- The conditions written in a proposal you have accepted, and in the confirmation, apply to that booking.
Prices
Most services are priced on request, because the price depends on the booking. It can vary with:
- the service, vehicle or aircraft chosen, and its availability;
- the dates, times and duration;
- the route, distances, airports and any positioning of the vehicle or aircraft;
- the provider that performs the service;
- the extras you request;
- taxes, airport, landing, handling or other charges that apply.
Rates shown on the website are indicative unless stated otherwise. The price that applies is the one in your accepted proposal, which states the taxes and mandatory charges included. A confirmed price is not changed afterwards, except for services you add or change, or where the proposal itself provided for an adjustment and how it is calculated.
Before you accept, your proposal shows the total price you will pay and every additional charge that can apply to your booking — for example a delivery charge, extra hours, or airport and handling charges for a flight — together with any security deposit, which is held as a guarantee and is not a price. No charge that was not stated in your proposal or confirmation is added afterwards, except for services you add or for costs you cause, as described in these Terms.
Payment
The payment schedule — any deposit, the balance, their due dates and the accepted payment methods — is set out in your proposal and confirmation. That booking-specific document prevails.
Accrocar accepts payment by bank card and by secure online payment. The method available for your booking — and any other method that may be offered for certain bookings — is stated in your proposal.
If a payment the proposal requires is not made on time, we may be unable to secure the service with the provider. We will tell you before any consequence follows, and the consequences are those stated in the proposal.
Part A — Luxury car rental
Accrocar rents luxury cars directly to its customers. The car, the rental period, the price, the delivery and return arrangements and the conditions of your rental are those stated in your proposal, your confirmation and the rental agreement you sign at handover.
- Reservation — a car is reserved for you only once Accrocar has confirmed the rental in writing. Until then, the car can be booked by someone else.
- Rental period — the rental runs from the handover to the return time stated in your confirmation. How rental days are counted is stated in your proposal.
- The car — you rent the model stated in your confirmation. Photographs on the website illustrate the model; the colour, specification and equipment of the car provided can differ.
- Driving licence — each driver must hold a valid driving licence recognised in Morocco, and an international driving permit where required. Any minimum age or minimum licence history is stated in your proposal.
- Permitted drivers — only the drivers named in the rental agreement may drive the car.
- Security deposit — a deposit or card pre-authorisation may be required. Its amount, and how it is held and released, are stated in your proposal or rental agreement.
- Delivery and return — the car is handed over and collected by appointment, at the place and time in your confirmation: a hotel, riad, villa, airport or other address. Any delivery or collection charge is stated in your proposal.
- Condition — the car's condition is recorded at handover and at return, in your presence where possible.
- Fuel — the fuel policy is stated in your proposal.
- Fines and tolls — traffic and parking fines, tolls and similar charges incurred during the rental are the responsibility of the driver.
- Prohibited use — the car may not be used for racing, track days, off-road driving unless agreed, subletting, carrying paying passengers, towing, or any unlawful purpose, nor driven under the influence of alcohol or drugs.
- Leaving Morocco — the car may not leave Moroccan territory unless this has been expressly agreed in writing.
- Late return — returning later than agreed can lead to additional charges, as stated in your proposal or rental agreement.
- Insurance, damage and excess — the insurance cover that applies to the car, the excess and what remains payable by you in case of damage, loss or theft are stated in your rental agreement. Accrocar does not promise any cover beyond what that agreement states.
- Changes and cancellation — see "Changes and cancellations" below.
Part B — Private chauffeur services
Private chauffeur services are booked with Accrocar. Your confirmation states the vehicle, the pickup time and place, the itinerary and the hours or the transfer included.
- Please give us accurate details, including the number of passengers and pieces of luggage, and flight numbers for airport pickups.
- Waiting time and the conditions for extending the service are stated in your proposal.
- Changes to the schedule are accommodated where possible; please tell us as early as you can. A change can affect the price if it extends or modifies the service.
- The chauffeur may adapt the route to traffic, road conditions and safety, and may refuse a request that would breach the law or put passengers at risk.
- We plan with margins, but we cannot guarantee arrival times against events outside reasonable control, such as exceptional traffic, road closures or police instructions.
- Cancellation conditions are those stated in your proposal; see "Changes and cancellations" below.
Part C — Private aviation: helicopter and jet charters
For private helicopter and jet charters, Accrocar acts as your intermediary: it presents your request to aviation operators that hold the authorisations required for the flight, sends you a written quotation and arranges the flight you confirm. The flight is operated by the operator named in your flight confirmation, which keeps operational control.
- Availability — no aircraft, date or time is reserved until your flight is confirmed in writing. Every request depends on the availability of a suitable aircraft and operator.
- Prices — where the website shows a price for a helicopter route, it is an indicative price for the whole private aircraft, not per passenger, for the season stated. Prices can change until your quotation is confirmed; the price that applies is the one in your accepted quotation, which also states any additional charge, such as airport, landing or handling charges.
- Aircraft — aircraft shown on this website are representative examples. The specific aircraft, its operator and its registration are confirmed only in the written confirmation of your flight.
- Routes and landing sites — every route and landing site is subject to the operator's operational approval and to the authorisations that apply. Landings outside airports, heliports and altiports may require specific permissions. No landing site is guaranteed until it has been confirmed in writing; for long-distance routes such as Marrakech to Merzouga, the landing place is the one stated in your confirmation.
- Weather and safety — flights depend on weather, especially helicopter flights. The operator and the competent authorities decide whether a flight can take place, and the captain has final authority over safety, including the decision to delay, divert or cancel a flight, or to refuse a passenger or item that would compromise safety. A flight cancelled for weather or safety reasons is not replaced by any road or other alternative unless one is agreed and confirmed in writing.
- Schedules — timings can be affected by airport opening hours, slots, air traffic control, crew duty limits, technical or operational requirements and decisions of the authorities. The operator may modify a route, its timing or its duration for safety or operational reasons.
- Passengers and luggage — seat numbers, payload and luggage limits depend on the aircraft, its configuration and the conditions of the day, and are set by the operator. Accurate passenger weights may be requested, and any bulky, heavy or special items must be declared before confirmation.
- Flights between countries — for a flight between two countries, such as Switzerland and France, border and customs formalities apply. How they are handled is confirmed with the operator for each flight.
- Documents — passengers must provide the documents the operator or the authorities require — passports, visas, identity details for the passenger manifest, health or customs documents — within the time requested.
- Operator's conditions — the operator's own conditions of carriage may apply to the flight. They are communicated to you with the quotation or the confirmation.
- Cancellation and refunds — they depend on the confirmed booking and the operator's conditions, and are stated in your quotation before you accept.
Aviation operators and other providers
Flights are performed by aviation operators, and some other services may be performed by a professional provider named in your proposal. Where applicable, their operating conditions and specific rules — such as an operator's conditions of carriage — supplement these Terms. We communicate them to you before you accept, or with your confirmation.
Each operator or provider remains responsible for performing its service in line with its own professional obligations. This does not reduce Accrocar's own obligations described in these Terms, nor any responsibility that the law gives Accrocar toward you.
Your responsibilities
So that we can arrange the right service, please provide information that is accurate and complete, and keep us informed of any change:
- identity and contact details;
- dates, times, addresses and flight information;
- number of passengers, including children and their ages where relevant;
- luggage and any special items;
- driving licences and travel documents, valid for the service.
Passengers are asked to follow the instructions of chauffeurs, crews and providers relating to safety, and to treat vehicles, aircraft and venues with care. Costs arising from inaccurate information you provided, or from damage you cause, may be charged to you as set out in your confirmation and the applicable documents.
Changes and cancellations
- The conditions for changing or cancelling a booking are stated in your proposal and confirmation. They can differ from one service to another.
- Conditions specific to an aviation operator can apply to a flight and are communicated with the quotation.
- Whether a payment can be refunded depends on the confirmed service and on when the change or cancellation is requested, as stated in your confirmation.
- If an operator cancels or reschedules a flight because of weather or for operational reasons, the options available to you — a new time, an alternative or a refund — are those set out in your confirmed booking terms.
Please send any change or cancellation in writing, by email or WhatsApp, so that its time and content are recorded.
Under Moroccan consumer law (Law 31-08), the right of withdrawal for distance contracts does not apply to transport and leisure services provided on a set date or at set intervals. Where a right of withdrawal does apply to your booking, these Terms do not restrict it.
Events outside our control
Neither Accrocar nor a provider is responsible for failing to perform a service, or for a delay, caused by an event that is outside its reasonable control and could not be avoided, such as:
- severe weather or a natural event;
- the closure or restriction of an airport, an airspace or a road;
- decisions or restrictions of governments and authorities;
- strikes or industrial action at third parties;
- technical or operational decisions taken for safety reasons.
If such an event affects your booking, we will tell you as soon as possible and work with you on the available options. Amounts paid for a service that cannot be provided are handled according to your confirmation and the law.
Liability
Responsibilities are shared as follows:
- Accrocar is responsible for its own obligations: handling your request with care, the accuracy of the information it provides, the cars it rents to you and the services it provides directly, and arranging and following up the services it has confirmed.
- Aviation operators are responsible for the operation of the flights they perform, under the rules that apply to air carriers, and any other provider named in your proposal is responsible for the performance of its service.
- You are responsible for the consequences of your own actions, including inaccurate information, misuse of a vehicle and damage you cause.
Where Moroccan consumer law makes Accrocar responsible to you for the proper performance of a service it has confirmed, including a service performed by an independent provider, these Terms do not reduce that responsibility.
Nothing in these Terms excludes or limits liability for death or personal injury caused by fault, for fraud or gross negligence, or any other liability that cannot be excluded or limited under applicable law.
Intellectual property
The content of this website, Accrocar's brand and its documents belong to Accrocar. Brand names of vehicles and aircraft belong to their owners. Details are given in our Legal Notice.
Personal data
To arrange a service, we share with the provider concerned the information it needs to perform it — for example names, contact details, travel details or documents. How we process personal data, and your rights, are described in our Privacy Policy.
Applicable law and disputes
These Terms are governed by Moroccan law. If you are a consumer, you keep the protection of the mandatory rules of the law that applies to you, including your right to bring proceedings before the courts that the law designates.
Complaints: if a problem arises, write to us at contact@accrocar.com or by post to Lot Bouizgaren, Bd Abdelkrim Al Khattabi, Marrakech 40000, Morocco, with your booking reference and a description of the problem. We acknowledge every complaint and answer in writing, and we look for an amicable solution with you first.
Contact
- contact@accrocar.com
- Address
- Lot Bouizgaren, Bd Abdelkrim Al Khattabi, Marrakech 40000, Morocco
- Availability
- 24 hours a day, 7 days a week