Terms and Conditions

Welcome to the Masarra B2B portal. If you continue to browse and use this portal you are agreeing to comply with and be bound by the following terms and conditions, which together with our privacy policy, a copy of which is available here and Your Contract (as defined below), govern our relationship with you in relation to this B2B portal. If you do not agree to any of these terms and conditions, you must not use this B2B portal.

1. About Us

The domain Masarra and its sub domains is owned and operated by Masarra Destination Management – L.L.C S.P.C. (referred to as “ Masarra” “we” “us” or our” below).

2. Portal Use

You are only eligible to access the full portal if you have a valid and active Leisure Agreement with Masarra Destination Management L.L.C. SPC relating to the purchase and distribution of accommodation, experiences, transfer and/or packages (“Your Contract”). If you do not have a valid agreement in place with us, you may submit a formal request to initiate the registration process and enter into a Leisure Agreement. Any such request will be reviewed at our sole discretion and in accordance with our internal policies and commercial considerations. Masarra reserves the right to reject any request without obligation to provide justification or enter into any agreement. Access to the portal shall be granted only upon full execution of a valid and binding agreement.

If you breach Your Contract or any other applicable terms and conditions, we will take such actions as we deem appropriate, which may include restricting your access to this B2B portal in the future.

When using this B2B portal you will not use an anonymizing proxy (a tool that attempts to make activity untraceable).

3. Account Registration

Subject to the eligibility requirements set out in Clause 2 above, access credentials to the B2B portal shall be granted exclusively to tour operators holding a valid and active Leisure Agreement with Masarra C (“Tour Operators”, “TOs” or “you”). Upon activation of the portal account, the TO shall have the ability to create and manage individual user profiles for its authorized personnel via the “Manage Users” function. To enable such access for its authorized personnel, the Tour Operator shall use the ‘Manage Users’ function within the Masarra B2B Portal to register his authorized personnel by submitting complete and accurate user information through the Portal. Upon such registration, the system shall automatically issue a one-time access password to the designated employee’s email address. Such account shall remain inactive pending review and approval by Masarra. Upon approval, the sub-user shall be required to change the system-generated password immediately upon first login, failing which access shall be denied until such change has been duly completed. For the avoidance of doubt, access to the system shall be technically disabled and no login permitted until such password change has been duly completed.

The TO acknowledges and agrees that:

  • it shall have exclusive control over the creation, delegation, limitation, and deactivation of any and all user access under its account;
  • it may, at its sole discretion, assign booking limits or restrictions to its users, provided that such controls shall remain its sole responsibility to configure, maintain, and enforce;
  • it is fully and unconditionally liable for all actions, transactions, bookings (including fraudulent or unauthorized activity), omissions, or misuse conducted through any – user linked to its account, whether such access was authorized, misused, or compromised internally or externally;
  • it shall take all necessary measures to ensure the confidentiality, integrity, and security of all login credentials, including the one-time password and any user-specific details;
  • it shall immediately notify Masarra in writing in the event of any suspected or actual compromise, misuse, or unauthorized disclosure of login credentials;
  • it shall not register more than one account. Any request for an additional account must be submitted to Masarra, and such requests will be approved automatically through the system. Under no circumstances may the Tour Operator use another party’s account.

To the fullest extent permitted by law, the TO shall defend, indemnify, and hold harmless Masarra, its affiliates, officers, employees, and representatives, from and against any and all losses, claims, liabilities, damages, penalties, costs, and expenses (including legal fees) arising out of or related to:

  • any unauthorized, improper, negligent, or fraudulent use of the portal by the TO or its authorized users;
  • any breach of the above obligations;
  • any booking activity conducted through the portal under the TO’s account, whether directly by the TO or by any of its personnel or representatives.

Masarra shall have no liability whatsoever for any loss, damage, or liability arising from or in connection with the TO’s management of its portal access rights or user conduct.

4. Prohibited Uses

The TO may not use this portal

  • in any way that breaches any applicable local, national or international law or regulation;
  • in any way that is inconsistent with UAE cultural and moral values, UAE sensitivities, common decency or good morals or in any manner deemed inappropriate by any competent body or detrimental to the reputation of Masarra and/or its affiliates.
  • in any way that is fraudulent, or has any fraudulent purpose or effect;
  • for the purpose of harming or attempting to harm others in any way;
  • to transmit, or procure the sending of, any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (spam);
  • to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware (each a “Virus”);
  • to reproduce, duplicate, copy or resell any part of this portal;
  • to access, interfere with, damage or disrupt any part of this portal, any equipment or network on which this portal is stored, any software used in the provision of this portal, or any equipment or network or software owned or used by any third party, each of which is a “Prohibited Use”.

5. Consequences

If you do not act in accordance with these Portal Terms and Conditions, we will take such actions as we deem appropriate without notification including any or all of the following:

  • banning you from accessing this portal;
  • terminating Your Contract;
  • commencing legal proceedings against you; and
  • disclosing relevant information to law enforcement authorities.

6. Payments

If you hold an approved credit facility with us under a valid Leisure Agreement, the value of each confirmed booking, whether for accommodation, transfers, excursions, experiences, or other related services, shall be automatically deducted from your available credit balance when the payment becomes due. In the event that the Tour Operator’s available credit balance is insufficient to cover any booking transaction, the system shall, between ten (10) and five (5) days prior to the relevant cancellation policy effective date, generate and deliver an automated notification to the Tour Operator specifying the number of affected bookings and the required top-up amount. The Tour Operator shall be required to top up its credit balance in full by the specified deadline; failing which, all such bookings shall be automatically cancelled on the effective date of the applicable cancellation policy. For the avoidance of doubt, any booking designated as non-refundable shall not be confirmed where the Tour Operator’s available credit balance is inadequate at the time of the attempted booking, and such booking shall be automatically rejected by the system.

If you do not have a credit facility in place, full payment for the booking must be made at the time the payment becomes due, by such method as Masarra may determine in its sole discretion, being either (i) a valid Visa or MasterCard credit or debit card issued in the Tour Operator’s name, or (ii) bank transfer. Masarra does not guarantee that payment by credit card will be available at all times and reserves the right to require payment by bank transfer. Masarra reserves the right to cancel any booking for which payment is declined, delayed, or not received in full, without any liability to the Tour Operator. The Tour Operator may reattempt the booking, subject always to availability and at the prevailing rates, once the payment issue has been resolved.”

7. Quotation Requests

The B2B portal may offer functionality, allowing the TO to request quotations for specific products or services. Any quotation provided in response to such a request is for informational and indicative purposes only and shall not constitute a binding offer, guarantee of availability, or final confirmation of price, product, or service terms. All prices, inclusions, and conditions provided in a quotation are subject to change without notice and may vary based on availability, applicable taxes, regulatory changes, or third-party supplier adjustments.

No booking shall be deemed confirmed, nor any pricing guaranteed, until a formal booking has been submitted through the system and accepted by in accordance with the applicable booking and payment terms. Masarra shall have no liability whatsoever for any reliance placed on quotations or preliminary information by the TO or its customers prior to formal booking confirmation.

8. Conditions of Sale

All transactions conducted via this B2B portal are subject to the terms and conditions of Your Contract, and these Terms and Conditions, as well as the specific terms and conditions applicable to each product or service purchased through the B2B portal, including but not limited to accommodation, transfers, excursions, and experiences. These product-specific terms are made available on the relevant product page and shall apply in full to the respective booking, except to the extent expressly stated otherwise in writing by Masarra. By submitting any booking request or completing a purchase through this B2B portal, you are deemed to have read, understood, and unconditionally accepted both (i) the terms of Your Contract; (ii) these Terms and Conditions and (ii) the terms and conditions applicable to the individual product(s) selected.

You are solely responsible for all transactions executed via your account, whether or not authorized by you and notwithstanding any claims of stolen or misused Account Details. Masarra shall not be liable for any loss, claim, or damage arising from the use or misuse of your account credentials.

Masarra shall have no liability whatsoever for any tax, for example VAT, related to or arising from the exchange, transfer or resale of our products by you.

To redeem any entitlements purchased via the portal, the guest (end customer) must present a valid booking confirmation or voucher issued by the Tour Operator, either in electronic or printed form, at the point of entry or service redemption.
Except where expressly permitted by Your Contract and where sufficient credit is available under an approved facility, all purchases must be paid for in United Arab Emirates Dirhams by such payment method as Masarra may determine in its sole discretion, being either credit card or bank transfer

All booking confirmations and related notifications will be sent to the email address(es) registered within your B2B portal account. If you require any assistance, please contact us at reservations@masarra.aeAll purchases are final and refunds will only be provided subject to the applicable cancellation policies of each product. Masarra reserves the right to cancel any purchase in accordance with the terms of Your Contract, in which case any amounts paid for such cancelled purchases will be refunded.

Products are void if altered or if they are exchanged, transferred or resold except in compliance with the terms of Your Contract.

9. White Label Functionality

Subject to Clause 2 (Portal Use) and where expressly enabled under a valid Leisure Agreement, the B2B portal may provide TO with access to a white-label feature, allowing the TO to upload its own corporate branding elements, including logos and limited custom text (“White Label Content”), for the purpose of generating system-issued, customer-facing documentation such as confirmations, vouchers, or invoices. All White Label Content is subject to prior review and written approval by Masarra, which reserves the right to approve, reject, modify, or remove such content at its sole discretion and without obligation to provide justification.

All documentation generated through the B2B portal, including those featuring TO branding, shall be issued solely by Masarra’s system. The presence of any TO branding on such documentation does not imply or create any agency, joint venture, billing authority, or other legal relationship between the TO and Masarra. The TO is solely responsible for ensuring that all White Label Content complies with the applicable laws and regulations of the United Arab Emirates, including but not limited to regulations governing advertising, consumer protection, VAT, and intellectual property, and that such content does not infringe upon the rights of any third party, including trademark, copyright, design, or other proprietary rights. Masarra disclaims all liability for any non-compliance, misrepresentation, or infringement resulting from the TO’s submitted content.

The TO shall ensure that access to the white-label functionality is strictly limited to its authorized users through the “Manage Users” function. Under no circumstances may access be granted to any third party, agent, affiliate, or external provider without Masarra’s prior written consent. The TO shall bear full and sole responsibility for all use of the white-label feature under its account, and shall indemnify, defend, and hold harmless Masarra, its affiliates, licensors, officers, and representatives from and against any and all losses, claims, damages, penalties, liabilities, and legal expenses arising out of or relating to the TO’s use or misuse of the white-label functionality, including without limitation claims concerning the content, legality, or misuse of any branding or representations made through the portal, and any fraudulent or unauthorized conduct by the TO’s personnel.

The white-label feature is provided on a discretionary basis and may be suspended, modified, or withdrawn by Masarra at any time without notice or liability. The TO acknowledges and agrees that access to and continued use of the white-label functionality is not guaranteed and is subject to Masarra’s operational, legal, and commercial considerations.

10. Copyright Notice and Intellectual Property

All content made available through this B2B portal, including but not limited to text, data, images, graphics, logos, trademarks, software, designs, and other materials, constitutes intellectual property that is either owned by or lawfully licensed to Masarra and/or its licensors and strategic partners.

All rights are strictly reserved. Except with the prior express written consent of the relevant rights holder(s), you are strictly prohibited from copying, reproducing, modifying, distributing, transmitting, displaying, performing, publishing, licensing, creating derivative works from, or otherwise exploiting, whether commercially or non-commercially, any part of the portal content in any format or medium.

Any unauthorised use of the portal content shall constitute a material breach of these terms and may result in civil and/or criminal liability under applicable laws.

11. General Terms

Notices – You should send legal notices by courier to Legal Department, Masarra Destination Management – L.L.C S.P.C., PO Box, 128717, Abu Dhabi UAE.

Right to Amend – We may amend these terms and conditions at any time, by updating this page. We recommend you check for updates regularly.

Governing Law and Jurisdiction –  The laws of United Arab Emirates as applicable in the Emirate of Abu Dhabi apply to your purchases on the B2B Portal. If you have a dispute with us you must first give us notice of your dispute and engage in discussions to find amiable resolution for no less than one month following our receipt of your notice. Where such amicable discussions fail, you agree to submit to the exclusive jurisdiction of the courts of Abu Dhabi.

To the extent permitted by law, we exclude all express and implied warranties, representations and guarantees which may apply to this portal or any content on it or any products available through it, including with respect to the accuracy, availability, timeliness, performance, completeness or suitability of the products, information and materials found or offered on this portal for any particular purpose.

We will not be liable for any 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 portal; (ii) any delayed or failed purchase or delivery of product confirmations; (iii) use of or reliance on any content displayed on this portal; or (iv) any Virus that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this portal or to your downloading of any content on it, or on any website linked to it.

You undertake to indemnify, protect, release, hold harmless and keep indemnified Masarra SPC its sponsors, affiliates, landowners, lessees, staff, agents or representatives (“Associated Entities”) and their respective officers, directors, managers, employees and agents from and against all or any costs (including legal and professional costs and expenses), fees, claims, demands, suits, proceedings, actions, expenses, loss and damage arising from any use of this B2B portal by you, any breach or non-compliance with applicable terms and conditions by you and any claims by any party related to or arising from the actual, intended or promised exchange, transfer or resale of our products by you. All indemnified claims shall be defended or settled by Masarra or its Associated Entities. At the sole discretion of Masarra or its Associated Entities, you may be allowed reasonable participation in the defence of any such claims or settlement discussions.

We may amend these Terms and Conditions (in whole or part) at any time and without prior notification. You are expected to check this page from time to time to take notice of any such changes, as they are legally binding on you.

Each paragraph of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with these Terms and Conditions.