1. Service provider and scope
1.1 The contracting service provider is مؤسسة الحياة الذكية التجارية (Smart Life Trading Establishment), Saudi commercial registration 1010792573 and unified number 7028510308. Its registered address is Riyadh, Al Yarmouk, Al Harfiyin Street, building 7280, postal code 13243, additional number 2405. Luxury Smart Apartments and Luxury Living identify the brand.
1.2 This document governs direct bookings for our units in Saudi Arabia and Morocco, including the Marrakech apartment. It covers booking, payment, changes, cancellation, stays, house rules and personal data.
1.3 Read this document together with the booking summary and the chosen rate conditions. In a conflict, mandatory law takes precedence, followed by specific conditions clearly disclosed and accepted before booking, then these general conditions.
1.4 Arrival messages or WhatsApp communications do not introduce substantial new fees or restrictions that were not disclosed before booking. For external-platform bookings, the platform conditions and statutory rights apply; this document does not retrospectively amend them.
2. Booking requests and confirmation
2.1 Selecting an apartment and dates or receiving a quote does not alone confirm a booking. Confirmation is issued after the requirements disclosed to the guest are met. It identifies the unit, dates, guest count, price, currency, payment status and booking reference.
2.2 If a booking awaiting payment is permitted, confirmation states the amount due, payment deadline and consequences of non-payment. It is not treated as paid before receipt of payment is verified.
2.3 The booking holder must provide accurate information, have legal capacity or authority to book for others, and notify management of any material error.
2.4 Required legal verification is completed before check-in. Identity documents are requested or copied only as permitted by applicable law, with appropriate protection.
3. Prices and payment
3.1 The final total, currency, taxes and included fees are shown before agreement to pay. Card and calendar prices are indicative and do not replace the approved total for the selected dates.
3.2 The required payment, deadline and actually available payment methods are disclosed before booking. Payment is made through the payment interface or an approved payment link. A request to create a payment link is not proof of payment.
3.3 If the payment provider confirms collection but booking confirmation fails, we investigate and contact the guest to resolve the transaction. The guest is not asked to pay again before the earlier payment is resolved. If the booking cannot be provided, the amount due for the service not provided is refunded.
3.4 Accepting this document does not authorise unrestricted card charges. Any refundable security deposit required for a particular booking must be disclosed in advance, including its amount, collection, return and permitted deductions.
4. Booking changes and financial settlement
4.1 Date, unit or guest-count changes may be requested through booking management or approved contact channels. Changes depend on availability and approval of the final price and conditions disclosed to the guest.
4.2 Before a change is approved, the new total, net amount already paid after earlier refunds, and additional payment or refund due are explained.
4.3 If the new total exceeds the net amount paid, the difference is requested through an approved payment method. If it is lower, the refund due is processed. If nothing has been paid, the amount due is updated without creating a refund.
4.4 Submitting a change request or proposed price does not itself confirm a change. An updated confirmation states the change, payment status and any approval for it to take effect while an additional payment remains pending.
5. Cancellation, no-shows and refunds
5.1 The cancellation policy for the selected rate is displayed before booking and recorded in the confirmation. It must identify the deadline, time zone, refundable amount or percentage, and no-show and early-departure conditions.
Read these provisions with the unit's rate policy shown in the stay summary before acceptance. This document does not introduce new refund percentages.
5.2 Cancellation is requested through booking management or approved contact channels using the booking holder's information and reference. Eligibility is based on when the approved channel receives the request, so our processing delay does not deprive the guest of a right. Confirmation is sent once cancellation is completed.
5.3 An unpaid booking is cancelled without creating a refund. For a paid booking, a full refund, partial refund or no refund is determined by the agreed policy and statutory rights, or a settlement more favourable to the guest.
5.4 The cancellation notice states the amount paid, amount refunded and basis for any amount retained. Additional fees are deducted only when lawful, disclosed before booking and actually due.
5.5 Refunds due are normally returned to the original payment method. We distinguish submission of a refund request, its acceptance by the payment provider and receipt in the account. Receipt time depends on the provider and bank; submission notification is not confirmation that funds have arrived.
5.6 No-shows, late arrival and early departure are subject to the conditions accepted by the guest, without prejudice to statutory rights. Please notify us promptly if arrival plans change.
5.7 If we cannot provide the confirmed unit for a reason attributable to us, we offer a suitable alternative with the guest's agreement or refund the amount due for the unprovided service, without prejudice to other rights. No alternative or date change is imposed without agreement.
6. Check-in, check-out and apartment preparation
6.1 Check-in begins at 3:00 p.m. and check-out is by 12:00 noon, in the unit's local time.
6.2 We are happy to help with early arrival or late departure when bookings and preparation time permit. This is guaranteed only with documented approval. Any additional charge must be disclosed and agreed in advance.
6.3 We provide a clean, safe unit consistent with its material description and the services included in the booking. The unit page and booking summary identify amenities, parking and housekeeping available.
6.4 Please report any defect or fault promptly so we can address it. Failure to report immediately does not waive a right that cannot lawfully be waived.
6.5 Arrival instructions are sent after the disclosed requirements are met. Keep access codes confidential, do not share them with unauthorised persons, and leave by the approved time unless an extension is agreed.
7. House rules
7.1 No smoking: smoking of all kinds is prohibited inside the unit, including cigarettes, cigars, shisha, electronic cigarettes and vaping devices. The ban includes bedrooms, bathrooms and the kitchen. Opening a window or using an extractor does not permit smoking. Observe disclosed building restrictions; permission to smoke on balconies or at entrances must not be assumed without explicit notice.
7.2 No parties or disturbance: parties, disruptive gatherings, loud music and noise that harms neighbours or building users are prohibited at all times.
7.3 Occupancy: only the approved people and number may stay, without exceeding capacity. Pets are prohibited in all apartments, including Marrakech. Unit-specific visitor rules and the counting of children and infants are disclosed before booking.
7.4 Safety and lawful use: do not tamper with smoke detectors, safety equipment or locks, or use the unit unlawfully. Report any incident or hazard immediately.
7.5 Property and facilities: use appliances and furniture with care and do not remove unit belongings. Respect shared areas and residents' privacy, keep entrances and emergency exits clear, and use only authorised parking.
7.6 The booking holder must inform companions of these rules. Responsibility for their actions is determined by the facts and applicable law, not absolute responsibility for an act that cannot legally be attributed to the holder.
8. Breaches and termination of a stay
8.1 When a complaint or breach is reported, we verify and lawfully document the facts, inform the booking holder of the alleged breach, and request that it stop and its effects be addressed, with an appropriate opportunity to respond and remedy it depending on its seriousness.
8.2 Smoking, disruptive parties, serious disturbance or interference with safety equipment constitute material breaches of stay rules. If a proven breach continues after notice or recurs in circumstances justifying termination, the remaining stay may be terminated by documented notice within the limits of applicable law.
8.3 Termination does not authorise forcible removal, disabling locks, cutting services to compel departure, or retaining identity documents or belongings. Any compulsory removal must be conducted by the competent authorities under lawful procedures.
8.4 After check-in, the unit is not entered without the guest's permission or the competent authority's approval where required, whether the guest is present or absent. Applicable safety procedures are followed in incidents and emergencies.
8.5 A breach does not automatically forfeit the full booking payment. Amounts due are settled according to services provided, booking conditions, proven damage and applicable law.
8.6 We reserve the right to make a truthful report to the competent authority where facts warrant it, and to decline a future booking for a lawful reason related to a proven breach, respecting privacy and without public shaming.
9. Damage and compensation
9.1 The guest is responsible for compensation legally due for damage proved to have been caused by them. This may include specialist cleaning for smoking effects beyond normal cleaning, repairs or appropriate replacement where repair is impossible, and a later booking loss proved to result from the damage, with reasonable steps to mitigate loss.
9.2 Normal wear and routine cleaning do not justify additional compensation. Full refurbishment is not charged to the guest where an appropriate repair is sufficient.
9.3 We provide an itemised claim, its basis and supporting documents, and allow the guest to respond, dispute and seek settlement. A neighbour's complaint alone does not prove a compensation amount.
9.4 A disputed claim is not automatically charged to the card simply because booking conditions were accepted. Collection requires a lawful agreement or a decision of the competent authority.
9.5 Litigation costs and lawyer fees are claimed only to the extent legally due or awarded by the competent authority, not automatically for the entirety of any invoice. The same damage is not compensated twice.
10. Privacy notice
10.1 The data controller is مؤسسة الحياة الذكية التجارية (Smart Life Trading Establishment), contactable at saeed@luxurysmartapartments.com or +966501205651, at the address in clause 1.1. We collect data necessary for booking, communication, stays, verification and payment, correspondence and technical security records, and analytics and marketing data where an appropriate legal basis exists.
10.2 Data is used to perform and manage bookings, send instructions and notices, provide support, settle payments and refunds, meet legal obligations and protect both parties' rights. Booking acceptance is not unrestricted consent to all data uses.
10.3 Necessary data may be shared with Hostaway for booking management, HyperPay and payment processors, hosting, email and messaging providers, an authorised unit operator, and competent authorities where legally justified. Sharing is limited to what is necessary for the lawful purpose.
10.4 Card information is entered in the designated payment interface. Our team does not request full card numbers, security codes or bank verification codes by email or WhatsApp.
10.5 Where the service requires transferring data outside the unit's country, applicable transfer requirements and safeguards must be respected and the arrangements disclosed. Booking acceptance does not relieve the provider of these obligations.
10.6 Data is retained for periods necessary for its purposes, legal obligations and outstanding claims, then deleted or made non-identifiable. Retention depends on the record type, purpose, applicable mandatory period and any outstanding claim. You may request an explanation of the criteria relevant to your data through the privacy email address.
10.7 Subject to applicable legal rules, guests may request information about processing, access, a copy, correction or deletion of data, and withdraw consent where it is the legal basis. Deletion does not extend to records that must legally be retained.
10.8 Send privacy requests to the contact email with the subject “Privacy request”. Identity is verified only as necessary. We take appropriate measures to protect data and restrict access to authorised persons.
11. Cookies and communications
11.1 Essential cookies support security, sessions and booking functions. Consent for non-essential analytics and marketing is separate where required, and choices can be changed in cookie settings.
11.2 Accepting booking conditions does not subscribe the guest to promotional messages. Marketing subscriptions are optional and offer an opt-out method.
11.3 Contact details provided are used for booking, arrival, change, cancellation and refund notices. Failure of a message to arrive does not itself remove statutory rights.
12. Evidence, safety and responsibility
12.1 Documents, correspondence and lawful evidence of damage are used to verify and settle claims and conduct legal procedures, while protecting guests' and others' privacy. Guests may submit their documents and objections.
12.2 This document does not authorise unlawful photography or recording. Any lawful cameras in shared areas and their purposes must be appropriately disclosed. Recordings are not used for coercion or public shaming.
12.3 In circumstances beyond our control, we contact the guest and take reasonable steps to mitigate effects and settle obligations under applicable law. These conditions do not generally exclude our responsibility for fault or for services not provided.
13. Complaints and disputes
13.1 For questions or complaints, provide the booking reference and describe the issue. Email: saeed@luxurysmartapartments.com. Telephone and WhatsApp: +966501205651.
13.2 We review complaints and explain the outcome and reasons. Contacting us does not prevent a guest from complaining to a competent authority or exercising statutory rights.
13.3 Saudi stays are subject to applicable Saudi law. Stays in Morocco must respect mandatory Moroccan provisions, including consumer protection and personal data protection. Disputes are determined by the competent authority under applicable law. This text does not impose compulsory arbitration or jurisdiction contrary to law.
14. Acceptance and versions
14.1 This document, the rate conditions and house rules are presented before completion of booking. The main conditions and house rules require two separate clear actions, not pre-selected, before proceeding to payment. Optional marketing and analytics choices remain separate.
14.2 The accepted version is retained with the booking reference, language, acceptance date and time, and rate conditions, and a copy is available to the guest. Merely browsing the website does not accept booking obligations.
14.3 Later updates do not retrospectively impose stricter conditions on earlier bookings. Any later change accepted by the guest is recorded. If a provision conflicts with mandatory law and cannot apply, the remaining applicable provisions and statutory rights are not removed.