Frequently asked questions.

Fetch is an on-demand courier service in Casablanca. A verified runner collects something from one address and brings it to another: your belongings, your shop pickups, and even your pets, a cat in its carrier or a dog on a lead. They can also buy it for you and pay at the cashier, in which case you are charged the receipt and nothing more.

Casablanca and Rabat. Both addresses have to sit inside it, and we take orders 24/7. Outside that, the app turns the order down rather than accepting something we could not do. The exact list is on the coverage page.

The price is worked out from the real route and shown before you send anyone, starting at MAD 20.00. One thing can be added to it, and only if it happens: waiting at the pickup. The first 5 minutes are free, then it is MAD 1.00 a minute, taken after delivery. Get your exact price from the estimator.

Everyday things: a charger, an umbrella, a jacket, books, clothes, a second-hand sale to hand over in person, a parcel already sealed and labelled. Electronics and fragile items travel too, as long as they are properly packaged, and nothing declared above MAD 2,000.00.

Cash and bank cards, prescription medicine, alcohol, tobacco and nicotine, weapons and hazardous goods, anything that has to stay cold, and anything worth more than MAD 2,000.00. The app asks you to confirm before you send. Electronics and fragile items travel up to MAD 2,000.00 if they are packed for the journey. Badly protected, they are turned down at pickup. A laptop, a camera, a phone, keys and over-the-counter medicine are all fine, declared at their real value. The full list and the reasoning are on the prohibited items page.

Fetch Protection is optional for items worth MAD 300.00 or less. It becomes compulsory once the declared value goes above MAD 300.00. Fetch protects items up to MAD 2,000.00. 3% of the declared value (minimum MAD 1.50), with a MAD 25.00 participation per claim. Fetch owes the reimbursement, capped at the declared value and at MAD 2,000.00, less the MAD 25.00 participation. The contribution is on screen before you confirm.

For Purchase & Fetch, the maximum purchase is MAD 600.00. The protected value is the final amount on the merchant's receipt. Fetch Protection is optional up to and including MAD 300.00 and compulsory above MAD 300.00. The contribution is 3% of the final receipt, with a MAD 25.00 participation per claim. Protection starts when the merchant hands the goods to the runner and ends when they are delivered to the customer. If the final amount goes above MAD 300.00 when Fetch Protection was not planned, the customer's approval must be obtained and the protection activated before payment at the cashier.

You pay nothing. If a runner does not take it, the order is cancelled and we tell you. Nothing was paid, so there is nothing to refund.

Yes, from the app. While we are still looking for a runner, cancelling is free. Once a runner has accepted and is on the way, you can still cancel it yourself, and it costs MAD 15.00, which goes to them for the trip they have already made. Once your item has been collected the order can no longer be cancelled, so write to us and a person will sort it out.

Yes. You list what you need and set a maximum authorised budget, MAD 600.00 at most. That budget is a hard limit: the runner cannot spend beyond it without your approval. We authorise it on your card with a margin that is reserved and not spendable, the runner pays at the cashier and photographs the receipt, and you are charged what was actually spent, plus the handling fee shown before you send. The rest of the hold is released. If the receipt comes to more than you authorised, nothing is taken until you accept the difference. If something is out of stock the runner offers a substitute and you decide. For Purchase & Fetch, the maximum purchase is MAD 600.00. The protected value is the final amount on the merchant's receipt. Fetch Protection is optional up to and including MAD 300.00 and compulsory above MAD 300.00. The contribution is 3% of the final receipt, with a MAD 25.00 participation per claim. Protection starts when the merchant hands the goods to the runner and ends when they are delivered to the customer. If the final amount goes above MAD 300.00 when Fetch Protection was not planned, the customer's approval must be obtained and the protection activated before payment at the cashier.

Write to hello@fetch-maroc.com, and a real person answers, with the whole order in front of them: the route, the photos, the timings.