Terms of Service

These Terms govern bookings and subscriptions supplied by Dar Tahara in Morocco. By paying for an Initial Home Assessment or accepting a subscription, you agree to these Terms and the order summary shown before payment.

1. Initial Home Assessment

An Initial Home Assessment is mandatory before any recurring service begins. It is a separate, one-time, prepaid service covering a professional visit, verification of the home information, a cleaning profile and, where reasonably achievable during the allocated visit, initial cleaning. Payment reserves the requested appointment but remains subject to our scheduling confirmation.

The assessment fee is not a subscription payment and does not guarantee approval for recurring service. If the declared size, condition, access requirements, safety conditions or workload differ materially from the booking, we may propose an additional deep-clean fee, a revised recurring price or decline ongoing service.

2. Customer information and access

You must provide accurate property, contact, pet, smoking, access and safety information and ensure lawful, safe access at the agreed time. You remain responsible for valuables, hazardous materials, unstable fittings and disclosing risks. Keys or access codes accepted by us are handled only for service delivery and must not be shared through insecure channels unless we expressly instruct you to do so.

3. Scheduling, rescheduling and visit cancellation

The scheduled time for an Initial Home Assessment or cleaning visit is made available in the customer portal at least two days beforehand. We try to maintain regular visit times, but operational capacity and customer growth may occasionally require a change. We will communicate changes through the customer portal or an operational message.

You may cancel or request to reschedule an Initial Home Assessment, a scheduled cleaning visit or a one-off additional service through the customer portal at least 48 hours before its scheduled start. Rescheduling is subject to availability and is limited to two requests per calendar year.

If safe access is unavailable, refused or cannot be provided at the announced time, the appointment is cancelled. No additional access or late-cancellation charge is added, but no refund, replacement visit or credit is due for a prepaid subscription visit; service proceeds with the next visit in the normal cycle. Providing approved smart-lock access helps ensure access at the announced time.

When we cannot perform a cleaning because of a national or Islamic holiday, we will reschedule it to another reasonable time or day.

4. Subscription approval, billing and cancellation

A subscription begins only after the Home Assessment has been completed and approved, you accept the proposal and secure subscription payment succeeds. Monthly plans renew monthly. Annual plans are prepaid for twelve months and include the discount displayed at checkout.

A subscription may be cancelled only through the customer portal with at least one month’s notice. Monthly cancellation takes effect at the end of the paid billing period. Annual cancellation takes effect at the end of the twelve-month term. Unused monthly or annual periods are not refundable. Planned cleaning visits continue until the effective end date unless you tell us otherwise and refuse access.

Subscription pauses are addressed separately below and are available only for eligible nine- and twelve-month subscriptions. All outstanding invoices, charges and other amounts due must be paid before cancellation can take effect. If they remain unpaid, the cancellation request lapses and the amounts already due remain payable.

If you cancel a subscription within 14 days after the completed and accepted Home Assessment, an additional cancellation fee equal to 100% of the first subscription payment applies. This clause does not limit rights that cannot lawfully be excluded under applicable consumer law. Your cancellation confirmation will state the effective date and final cleaning date.

4a. Subscription duration discounts

Dar Tahara offers fixed-term subscription agreements with initial durations of three, six, nine, or twelve months. The applicable price, discount, service frequency, contract duration, start date, and minimum contract value are presented to you before the subscription is confirmed.

The standard duration discounts are: three months, no duration discount; six months, 5%; nine months, 10%; twelve months, 15%. The duration discount applies only to eligible recurring cleaning-service charges; it does not apply to one-time fees, assessments, penalties, deep-cleaning charges, key-management charges, smart locks, installation, products, or other excluded services unless explicitly stated.

The pricing and discount accepted at the start of a contract remain applicable during that contract term, subject to legally required changes, taxes, or customer-approved plan modifications. Unless mandatory law provides otherwise, cancelling a fixed-term subscription before the agreed end date does not automatically release you from payment obligations relating to the remaining contract term.

4b. Subscription pause benefit

The subscription pause benefit is available only to customers with an active nine-month or twelve-month subscription. An eligible customer may request one pause per contract term for a maximum total duration of two consecutive months. The pause is not automatic and requires written approval by Dar Tahara.

A pause may be approved where cleaning cannot reasonably take place due to circumstances relating to the property, including construction, major renovation, serious property damage, or temporary inaccessibility. Ordinary holidays, travel, temporary absence, low occupancy, lack of guests, reduced cleaning needs, or financial circumstances do not ordinarily qualify.

During an approved pause, cleaning services and recurring billing are suspended, unused cleaning visits do not accumulate, the contract end date is extended by the approved pause period, and the subscription resumes automatically on the approved resume date. The agreed subscription price and discount remain unchanged.

A pause does not cancel the subscription, shorten the contracted service period, or remove your obligations for the remaining contract. Unused pause entitlement has no monetary value, is not refundable, and does not carry over into a later contract. A renewed eligible contract receives a new pause entitlement, subject to the terms applicable at the time of renewal. Dar Tahara may request reasonable supporting information and may reject, shorten, postpone, or modify a pause request where operational, billing, scheduling, or eligibility requirements are not met.

5. Quality, damage and complaints

Please report a service concern or alleged damage within 48 hours, with reasonable evidence, so we can investigate. Where we are responsible, our first remedy may be a return visit, repair, replacement or an appropriate credit. We are not responsible for pre-existing damage, ordinary wear, undisclosed fragility, inherent defects or events outside reasonable control.

6. Liability

Nothing excludes liability that cannot lawfully be excluded. Subject to that rule, our aggregate liability arising from a service is limited to the amount paid for the affected service or, for a subscription claim, the fees paid during the preceding three months. We are not liable for indirect business losses.

7. Communications and acceptable use

We may send operational email and WhatsApp messages about applications, payments, assessments, proposals and renewals. You must not misuse our website, staff, messaging assistant or payment systems. Automated answers are general service information; Dar Tahara Support confirms exceptional arrangements.

8. Privacy, changes and law

Our Privacy Policy explains personal-data processing. We may update these Terms prospectively; the version accepted at checkout is recorded with your booking. These Terms are governed by Moroccan law, and disputes are subject to the competent Moroccan courts unless mandatory consumer law provides otherwise.

9. Dar Tahara Support

Dar Tahara Support is available through WhatsApp, telephone and email between 09:00 and 21:00 GMT+01:00. We aim to respond to a support request within 24 working hours. Formal notices may be sent to the contact details published on the website. hello@dartahara.com.