Masarra Terms and Conditions

Definitions and Interpretation

"Products" means any tickets, experiences, attractions, Otolo Homes accommodation, or other tourism-related services made available for sale through the Site, whether individually or as part of a Package.

"Packages" means the combination of two or more Products offered together for a single price, including but not limited to Otolo Homes accommodation with experiences, attraction tickets, or transfers, as made available for sale to customers on the Site.

"You" or "Customer" means any individual user or purchaser accessing or using the Site to browse, book, or purchase Products and/or Packages for personal, non-commercial use.

"Website" means the domain www.masarra.com (including all subdomains and associated microsites) operated by Masarra Destinations Management LLC SPC.

"Site" means collectively the Website and the Mobile App through which Products and Packages are promoted, sold, or otherwise made available to Customers.

"Booking Terms and Conditions" means the terms and conditions governing the booking and purchase of Products and/or Packages made through the Site, as amended or updated from time to time by Miral Destinations.

Part A – General Terms and Conditions

1. Introduction

Welcome to the Masarra website (the “Site”). By accessing, browsing, or purchasing on this Site, you agree to be legally bound by these Terms and Conditions together with our Privacy Policy. If you do not agree, you must not use this Site. By using this Site and agreeing to these Terms and Conditions, you represent and warrant that you are at least 18 years of age.

2. About Us

The Site is owned and operated by Masarra Destination Management – L.L.C S.P.C. (referred to as “Masarra”, “we”, “us” or “our”).

3. Scope of Services

a. Through this Site you may purchase packages, Otolo Homes accommodation provided under the Otolo Homes brand, transfers, and experiences (together, the “Products”).

b. All documents required for the redemption of Products, including confirmations, vouchers, and tickets, shall be transmitted to the customer exclusively through the email address and/or official WhatsApp number provided at the time of booking. Such communications shall be deemed duly delivered once issued by Masarra to the contact details supplied by the customer.

c. It is the sole responsibility of the customer to provide accurate and accessible contact details and to ensure that the designated email account and/or WhatsApp number remain active and capable of receiving communications. Masarra accepts no liability for any loss, delay, or failure in the delivery or receipt of such documents arising from inaccurate information provided by the customer, technical failures, or any circumstances beyond Masarra’s reasonable control.

4. Prices and Payment

a. Prices are quoted in United Arab Emirates Dirhams (AED), unless expressly stated otherwise, and are subject to change at any time without prior notice. The price applicable to your booking shall be the prevailing price displayed on the Site at the time the booking is submitted.

b. All bookings are strictly subject to full prepayment. Payment must be completed in advance via the secure payment link issued by Masarra, or by bank transfer if expressly made available. No booking shall be confirmed, nor any entitlement to Products created, until full cleared funds have been received by Masarra.

c. Payment must be made using a valid credit or debit card issued in the customer’s name. Masarra reserves the right to require the customer to present the payment card and a valid government-issued photo ID at the time of redemption for verification purposes.

d. In the event that payment is declined, delayed, reversed, or not successfully processed for any reason, the booking shall be deemed void and automatically cancelled without any liability on the part of Masarra.

e. Unless otherwise indicated, all amounts are inclusive of value-added tax (VAT). Certain additional charges, including without limitation municipality fees, tourism dirhams, or other mandatory levies, may be imposed by hotels or local authorities and shall be payable directly by the customer at the time of stay or service consumption.

5. Customer Responsibilities

The customer expressly acknowledges and agrees that it shall be solely and exclusively responsible for: a. obtaining, at its own cost and in a timely manner, all required visa, permits, travel authorisations, and other regulatory approvals necessary to redeem or utilise any Product;

b. procuring and maintaining appropriate travel and health insurance sufficient to cover the nature and duration of the travel and activities booked;

c. complying at all times with all applicable laws, regulations, public health directives, and local guidelines of the United Arab Emirates and any other relevant jurisdiction; and

d. assessing and ensuring, prior to booking, the suitability, adequacy, and fitness of the selected Products for its individual requirements and circumstances.

Failure by the customer to fulfil any of the above obligations shall relieve Masarra of any and all responsibility or liability for the non-performance, non-redeemability, cancellation, denial of service, or loss of value of any Product. Masarra shall bear no liability whatsoever, whether in contract, tort, or otherwise, for any costs, losses, damages, delays, or expenses arising directly or indirectly from the customer’s non-compliance with the foregoing obligations.

6. Prohibited Uses

The customer expressly agrees and undertakes that the Site and any Products purchased through it shall not be used, directly or indirectly, for any unlawful, fraudulent, abusive, or improper purpose. Without limitation, you must not:

a. engage in any conduct that violates any applicable local, national, or international law, regulation, directive, or public policy;

b. introduce, transmit, or facilitate the distribution of any virus, malware, malicious code, or other technology intended to disrupt, damage, interfere with, or gain unauthorised access to the Site, its servers, or any connected systems or networks;

c. infringe, misappropriate, or otherwise violate the intellectual property rights, proprietary rights, or privacy rights of Masarra or any third party;

d. use the Site in any manner likely to damage, impair, or compromise the reputation, goodwill, or commercial interests of Masarra, or in any way that contravenes the cultural values, sensitivities, or public morals of the United Arab Emirates;

e. engage in scraping, data mining, reverse engineering, or any other unauthorised automated or manual collection of content, data, or information from the Site;

f. create, facilitate, or attempt to create multiple or fraudulent transactions for speculative, false, or unauthorised purposes, including resale or redistribution of Products in breach of these Terms.

Masarra reserves the right, without notice and at its sole discretion, to suspend, restrict, or permanently terminate access to the Site, cancel any affected bookings, and take all further legal action deemed appropriate in the event of any suspected or actual violation of this clause.

7. Liability

a. To the fullest extent permitted by applicable law, Masarra disclaims and excludes all warranties, representations, conditions, and guarantees, whether express, implied, statutory, or otherwise, including without limitation any implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, title, and non-infringement, in respect of the Site, the Products, and all related content. The Site and all Products are provided strictly “as is” and “as available.”

b. Masarra’s maximum aggregate liability, whether arising in contract, tort including negligence misrepresentation, breach of statutory duty, or otherwise, shall in no event exceed the total price actually paid by the customer to Masarra for the specific Product giving rise to the claim.

c. Under no circumstances shall Masarra be liable for any: i. indirect, incidental, punitive, exemplary, or consequential losses or damages of any kind; ii. loss of profits, revenue, goodwill, anticipated savings, or business opportunities; iii. wasted expenditure or loss arising from reliance on the Site or any temporary unavailability of the Site; iv. damages or losses arising from acts, omissions, or defaults of subcontractors, service providers, or third parties; or v. damages caused by force majeure events, including without limitation acts of God, government orders, epidemics, pandemics, strikes, lockouts, extreme weather, or any other circumstances beyond Masarra’s reasonable control.

d. Masarra shall not be liable for any failure to redeem or use a Product due to the customer’s non-compliance with visa, entry, identification, insurance, health, or other legal or regulatory requirements.

e. Nothing in these Terms shall operate to exclude or limit liability for death or personal injury caused by Masarra’s gross negligence, or for any other liability that cannot lawfully be excluded or limited under the laws of the United Arab Emirates.

f. We will not be liable for any direct, indirect, incidental, special, consequential or exemplary Loss or damage, including any loss of profit, loss of business, business interruption or loss of business opportunity, arising in connection with: (i) use of, or inability to use, this Site or the Products or Services on it; (ii) any delay or failed purchased or delivery of packages; (iii) use of Reliance on any content display on this Site; or (iv) anu virus that may infect your Computer equipment, computer programs, Data or other proprietary Material due to your use of this Site or to your Downloading of any content on it, or on any Website linked to it. You Specifically acknowledge and agree that we shall not be liable for user submissions or the defamatory. Offensive, or illegal conduct of any user or third party and that the risk of harm or damage from the foregoing rests entirely with you.

8. Intellectual Property

a. This Site is owned and operated by Masarra Destination Management – L.L.C. S.P.C.

b. All content made available through the Site, including without limitation text, data, images, graphics, logos, icons, audio-visual material, software, designs, branding elements, and any other works (the “Content”), constitutes copyrighted property and/or other intellectual property rights protected under the laws of the United Arab Emirates, foreign jurisdictions, and international conventions. Such rights are owned by or validly licensed to Masarra and/or its licensors, subcontractors, partners, and affiliates. All rights in and to the Content are strictly reserved, and nothing contained in these Terms shall be construed as granting you any licence, assignment, or other right to use the Content, except as expressly permitted herein.

c. The Content is provided solely for informational purposes and your personal, non-commercial use in connection with browsing the Site and making legitimate bookings. You must not, without the prior written consent of Masarra or the relevant rights holder: copy, modify, reproduce, reverse engineer, decompile, disassemble, distribute, transmit, broadcast, display, publish, license, create derivative works from, commercially exploit, or otherwise make use of any Content in any form or medium.

d. While Masarra uses reasonable efforts to ensure that the Content on the Site is current and accurate, all Content is provided strictly on an “as is” basis. Masarra makes no representations, warranties, or assurances, whether express or implied, regarding the accuracy, completeness, or reliability of the Content, and accepts no liability for reliance placed on such Content by you or any third party.

9. Indemnity

a. The customer hereby irrevocably agrees to fully indemnify, defend, release, and hold harmless Masarra, its parent company, affiliates, licensors, subcontractors, service providers, officers, directors, managers, employees, agents, and representatives (collectively, the “Indemnified Parties”) from and against any and all losses, liabilities, damages, costs, claims, demands, actions, proceedings, judgments, penalties, fines, settlements, and expenses (including, without limitation, full legal and professional fees and costs on an indemnity basis) which may be suffered or incurred by the Indemnified Parties, directly or indirectly, arising out of or in connection with: i. any use or misuse of the Site or Products by the customer or any person accessing the Site or Products using the customer’s details; ii. any breach, non-performance, or non-compliance with these Terms or any applicable laws or regulations by the customer; iii. any misrepresentation, false information, or omission provided by the customer; iv. any claims, demands, or proceedings brought by third parties (including service providers, subcontractors, governmental or regulatory authorities, or other customers) arising from the acts or omissions of the customer.

b. The customer’s obligations under this Clause shall apply regardless of negligence or fault on the part of the Indemnified Parties, except to the extent arising directly from the gross negligence or wilful misconduct of Masarra. All indemnified claims may, at Masarra’s sole discretion, be defended or settled by Masarra, and the customer shall provide full cooperation and assistance in such defence or settlement.

10. Governing Law and Jurisdiction

These Terms and any dispute arising from them are governed by the laws of the United Arab Emirates, as applicable in the Emirate of Abu Dhabi. You agree to submit to the exclusive jurisdiction of the Abu Dhabi courts.

11. General

Amendments: Masarra may amend these Terms at any time by publishing the updated version on the Site. Continued use constitutes acceptance. Severability: If any provision is found invalid, the remaining provisions shall remain enforceable. No Waiver: No delay or omission in enforcing rights constitutes a waiver. Language: The English version prevails in case of inconsistency with any translation. Entire Agreement: These Terms, together with the applicable Product-specific conditions and Privacy Policy, constitute the entire agreement between you and Masarra and supersede all prior communications or representations. Survival: The provisions relating to limitation of liability, indemnity, governing law, and jurisdiction shall survive cancellation, termination, or expiration of any booking.

Part B – Booking Terms and Conditions

1. Pricing

All prices are quoted in United Arab Emirates Dirhams (AED), unless expressly stated otherwise. Prices are dynamic and subject to change at any time, without obligation to provide prior notice. The price applicable to your booking shall be the price displayed on the Site at the exact time the booking is submitted and successfully paid in full. Masarra shall not be bound by, and reserves the right to correct, any pricing errors, misprints, or technical inaccuracies, and in such cases may cancel the affected booking and refund any amounts received, without further liability.

2. Booking and Contract Formation

a. Upon completion of the booking process and receipt of full payment, the customer shall be deemed to have submitted a binding offer to purchase the selected Product. A contract between the customer and Masarra shall be formed only upon issuance of a written booking confirmation by Masarra, at which point the contract becomes legally binding on both parties. b. Each booking is strictly personal to the customer and the guests expressly named therein. Bookings may not be assigned, transferred, or otherwise disposed of to any third party, except where expressly permitted under the applicable Product-specific terms and conditions. c. In respect of Otolo Homes, the customer acknowledges and agrees that a copy of the passport of the lead guest must be provided to Masarra in advance of check-in, in compliance with applicable regulatory and security requirements. Check-in shall be conditional upon Masarra’s prior receipt and verification of such documentation.

d. The redemption and use of all Products, including stays at Otolo Homes, transfers, and experiences, are strictly subject to the applicable terms, conditions, and policies of the respective subcontractors and service providers delivering such Products. These terms shall apply in addition to the present Terms and Conditions and may include, without limitation, rules relating to entry, safety, conduct, and service limitations. In the event of inconsistency, the subcontractor or service provider’s terms shall prevail with respect to the relevant Product. Masarra shall bear no responsibility for the acts, omissions, or performance of such subcontractors and service providers.

e. The customer represents, warrants, and undertakes that all information furnished at the time of booking is true, complete, and accurate in all respects. Masarra shall have no liability for any loss, damage, or delay arising from incomplete, inaccurate, or misleading information provided by the customer.

3. Payment

a. All bookings are strictly subject to full prepayment. No booking shall be deemed confirmed, nor shall any obligation arise on the part of Masarra, until the total price has been received in cleared funds. Payment must be made in advance exclusively via the secure payment link issued by Masarra, or by bank transfer if expressly authorized by Masarra in writing.

b. In the event that any payment is declined, delayed, reversed, disputed, or not successfully processed for any reason, the relevant booking shall be automatically void and cancelled without liability to Masarra. The customer shall remain solely responsible for resolving any payment issues with its bank or card issuer and for rebooking at the prevailing rates once the issue has been rectified.

c. Unless expressly stated otherwise, all prices are inclusive of value-added tax (VAT). Additional charges, including without limitation municipality fees, tourism dirhams, and other levies or mandatory governmental charges, remain the sole responsibility of the customer and must be paid directly to the relevant hotel, authority, or service provider at the time of stay or service redemption.

d. Chargebacks and Reversals: By completing a booking, the customer expressly agrees not to initiate, pursue, or authorise any chargeback, reversal, or similar claim with its card issuer or bank in respect of payments made to Masarra. All payment-related disputes shall be resolved strictly in accordance with these Terms and the applicable cancellation policies. Any attempt to circumvent this provision by way of chargeback or reversal shall constitute a material breach of these Terms, entitling Masarra to suspend or cancel all existing and future bookings and to recover from the customer all associated costs, fees, and expenses (including legal and professional fees) incurred in contesting such action.

4. Redemption of Products

Booking documents shall be delivered to the customer via the email address and/or official Masarra WhatsApp number provided at the time of booking. In order to redeem the Products, the customer must present valid vouchers or tickets together with an original government-issued photo identification document to the relevant service provider. In the case of Otolo Homes, a copy of the all guests passports must be provided in advance of check-in, and check-in shall be conditional upon Masarra’s receipt and verification of such documentation. The redemption and use of all Products are strictly subject to the applicable terms and conditions of the subcontractors and service providers delivering such Products, which apply in addition to these Terms and shall prevail in the event of inconsistency.

5. Amendments and Cancellations

a. All bookings are strictly final, non-cancellable, and non-refundable, except to the limited extent that cancellation or amendment rights are expressly permitted under the Product-specific terms and conditions of the relevant subcontractor or service provider at the time of purchase. In such cases, any cancellation or amendment shall be governed exclusively by those subcontractor terms, including applicable deadlines, restrictions, and fees.

b. Where permitted, cancellation or amendment requests must be submitted in writing to Masarra, who will liaise with the relevant subcontractor or service provider on your behalf. Approval, effective dates, and refund amounts (if any) remain subject at all times to the subcontractor’s terms and conditions. Masarra assumes no obligation or liability to secure or guarantee acceptance of any such request.

c. Masarra reserves the right, in its sole discretion and in exceptional circumstances beyond its reasonable control—including but not limited to force majeure events, government orders, regulatory requirements, public health emergencies, safety concerns, or operational constraints of its subcontractors—to cancel a booking. In such circumstances, Masarra shall refund the customer only the amounts actually received by Masarra in respect of the cancelled Product, subject to any deductions or non-refundable amounts retained by the subcontractor. Masarra shall have no liability whatsoever for any consequential or incidental losses, costs, or expenses, including without limitation of travel, Otolo Homes accommodation, visa, insurance, or other ancillary expenses.

6. Customer Responsibilities

a. The customer is solely and exclusively responsible for (i) obtaining all required visas, entry permits, and other travel authorizations; (ii) arranging and maintaining adequate travel and health insurance for the duration of the trip; (iii) complying at all times with all applicable laws, regulations, and official requirements of the relevant jurisdictions; and (iv) ensuring that the Products selected are suitable for the customer’s specific requirements, circumstances, and intended use. b. Masarra shall bear no liability whatsoever for any inability to redeem or use a Product, cancellation of services, denial of entry, or other loss or inconvenience suffered by the customer as a result of the customer’s failure to comply with the foregoing obligations.

Part C – Product-Specific Terms

1. Otolo Homes Accommodation

a. All guests are required to present valid passports and visa copies upon check-in, and the lead guest must provide a copy of their passport to Masarra in advance as a condition of booking confirmation. A security deposit may also be required at the time of check-in, which shall be refundable subject to compliance with the property’s terms and the outcome of the property inspection upon departure. b. Accommodation is strictly subject to the applicable terms, conditions, and house rules of Otolo Homes, and any breach thereof may result in denial of entry, eviction, forfeiture of deposits, or other remedies available to Otolo Homes or Masarra. Maximum occupancy limits apply at all times. The provision of extra beds, baby cots, or similar facilities is subject to availability, applicable charges, and property-specific restrictions, and cannot be guaranteed.

2. Transfers

All transfers are operated and fulfilled by independent third-party service providers. Such transfers are strictly subject to the respective provider’s own terms and conditions, including without limitation their schedules, operational capacity, and service limitations. Customers are required to present valid vouchers or tickets and to comply fully with all instructions and conditions imposed by the relevant operator. Masarra accepts no responsibility for delays, cancellations, denied boarding, or any failure of performance by such providers.

3. Experiences

Access to attractions and participation in experiences is governed exclusively by the entry conditions, safety regulations, and product-specific terms of the relevant operator, as set out on tickets, vouchers, or the operator’s official communications. Certain experiences are weather-dependent or may be cancelled, curtailed, or rescheduled due to maintenance, safety requirements, government orders, or other operational reasons. Masarra bears no liability for any unavailability or modification of experiences resulting from such circumstances, and any remedies available to the customer shall be strictly limited to those offered by the operator under its own terms.

4. Packages

Packages consist of two or more Products (such as Otolo Homes accommodation, transfers, or experiences) offered together for a single price. Each component is fulfilled by the respective service provider and remains subject to its individual terms and conditions. Masarra acts solely as an intermediary and shall not be liable for the acts, omissions, or performance of third-party suppliers. Packages are non-amendable and non-refundable unless otherwise stated in the applicable Product-specific terms. If any component cannot be delivered due to circumstances beyond Masarra’s control, the customer’s remedy shall be limited to a refund of the amount actually received by Masarra from the relevant supplier for that component only.