Courier terms

These terms govern couriers' use of the Fetch app. They are accepted by ticking a box when applying and supplement the Terms and Conditions applicable to customers, the Prohibited Items page and the Privacy Policy, which the courier declares having read.

01What Fetch does, what the courier does

Fetch is a matchmaking platform: it presents customer orders to the courier, calculates the price, provides the route and tracking, and handles complaints. The courier performs the transport service, in their own name and on their own account, for the customer. Fetch acts as the courier's agent to book the order, collect card payments when that payment method is offered, and issue the receipt given to the customer.

02An independent worker

The courier works fully independently, under the self-employed entrepreneur (auto-entrepreneur) status (Law 114-13). These terms create no employment contract and no relationship of subordination between the courier and Fetch. In practice:

• the courier logs in whenever they wish, with no imposed hours, minimum duration or area;
• they set the rate below which they will not travel: orders paid below this threshold are not offered to them;
• they freely accept or refuse each order; a refusal has no consequence and the assignment system keeps no record of it;
• they may work for other platforms, including competitors, and for their own clients;
• they provide and maintain their own vehicle, phone and equipment, at their own expense;
• no uniform, branding or volume target is imposed on them.

03Registration requirements

To go online, the courier must be at least 18 years old and provide the following, which are examined and used by Droply SARLAU. Fetch Ventures Ltd has technical access only, for the maintenance of the platform, on the instructions of Droply SARLAU.

• Identity and contact: Surname, first name, telephone number and email address.
• Identity document: National identity card (CIN) number and a photo of the CIN, front and back.
• Verification selfie: A selfie taken live in the app at signup, used only to check that the person matches the CIN. It is never shown to customers and is kept for as long as the courier account exists.
• Professional status: Number and photo of a valid auto-entrepreneur card, or the registration receipt while waiting for the card.
• Insurance: If the courier rides a motorised vehicle, a valid motorbike insurance certificate. The motorbike need not be in the courier's name.
• Bank details: RIB in their own name, for payment of their commission and amounts owed to them.

The courier guarantees that this information is accurate, informs Fetch without delay of any change (insurance expiry, deregistration of status, change of RIB) and reconfirms it once a year. They are solely responsible for holding the driving licence required for their vehicle and for complying with the Highway Code. Data is processed in accordance with the Privacy Policy.

04How an order works

• Pickup: the courier photographs the item and checks that it matches the description. They refuse any item that is prohibited, poorly packed or significantly heavier than the declared weight.
• Sealed envelopes: identity papers, official documents and business files are never opened and are handed over in person against the code.
• Delivery: the courier hands over the item against the handover code and photographs it at delivery.
• Waiting: waiting time beyond the free minutes is counted by the app at each address and added to the price.
• Calls: the courier never sees the customer's number, and the customer never sees the courier's. Calls between them go through Fetch, by the in-app call or through Fetch's line.
• Location: while the courier is online, their phone sends their location, so that they receive orders near them, and also during an order. The customer only sees it during their own order; Droply SARLAU sees it to assign orders and examine a dispute.
• Customer absent: if no one turns up, the courier may end the order from the app; the work done remains payable.
• Interruption: if the courier has to interrupt an order, they report it immediately in the app; the order is offered to another courier.
• Animals: only under the conditions of the Prohibited Items page; never by scooter, and the courier may always refuse an animal that cannot travel safely.

05Purchase & Fetch

On a Purchase & Fetch order, the courier buys the item on the customer's behalf, within the stated budget, capped at MAD 600.00. They never exceed this budget without the customer's express consent, requested in the app before any payment at the till. They advance the price, photograph the merchant's receipt and attach it to the order, then hand over the item and the receipt to the customer. If the customer pays in cash, they reimburse the courier directly for the receipt amount together with the delivery price. When card payment is offered and the customer pays by card, the receipt amount is credited to the courier on their statement (section 6). No medicine is ever purchased, whatever the request.

06Money: collection and commission

Today, the customer pays in cash, to the courier, on delivery. When card payment is offered, the customer chooses for each order between cash and card, and the payment method is shown to the courier before they accept the order.

What the courier earns

• On a standard order, Fetch takes a commission of 30% of the ride price; the rest goes to the courier.
• On Fetch Assist, the fee is split: 71% to Fetch, 29% to the courier.
• Half of the express surcharge and 80% of the Flash surcharge, when it is offered.
• 80% of the waiting time billed to the customer.
• On Purchase & Fetch, an in-store fee of MAD 10.00, on top of the reimbursement of the receipt.
• Tips, in full.

When VAT applies, the customer pays it on top, only on Fetch's part. The courier collects it with the rest, and it is debited from their wallet with the Fetch fees. The courier's share never changes.

Cancellation: the customer may cancel free of charge at any time before the item is collected, and the courier is not compensated. Only shopping already paid for at the till on a Purchase & Fetch order is reimbursed to them.

Cash payment

On delivery, the courier collects the amount shown in the app. They keep what they earn, and they collect on behalf of Fetch the Fetch fees, shown separately for each order, which are deducted from their internal wallet.

Card payment, when offered

The customer pays in the app, through Fetch's payment provider. The courier receives no money from the customer, except any tip. Fetch collects the amount on the courier's behalf and owes them what they earn and, on a Purchase & Fetch order, the receipt amount advanced.

Weekly statement and transfer: when card payment is offered, a statement is available each week in the app. It sums up the amounts Fetch owes the courier (amounts of card-paid orders, receipt amounts advanced on Purchase & Fetch orders, any bonuses, reimbursements). Fetch pays them by bank transfer to the courier's RIB within 3 business days of the statement closing.

Internal wallet: each courier has an internal wallet in the app, which they top up using the methods offered there. The Fetch fees on cash-paid orders, which the courier has collected on Fetch's behalf, are deducted from this wallet. The courier makes sure their wallet is sufficiently topped up; the balance and transaction history can be viewed at any time. The courier may dispute a statement or a wallet transaction in writing; the dispute is examined by a person.

Fetch takes nothing from tips and charges the courier no registration or subscription fee. When card payment is offered, card processing fees are borne by Fetch.

07Invoicing and tax obligations

The courier authorises Fetch to issue, in the courier's name and on their behalf, the receipt given to the customer for each order, on the basis of the information they have declared. The courier remains solely responsible for their tax and social security declarations, in particular under the auto-entrepreneur regime and their social protection. Droply SARLAU declares its own fees.

08Courier liability

The courier is responsible for the item from pickup until it is handed over to the recipient. In the event of loss, theft or damage during the trip, compensation to the customer is their responsibility as carrier. They are also liable for any damage they cause to persons or property during the trip, which their insurance covers. They are encouraged to take out insurance covering the goods they carry.

Every customer complaint is examined by Fetch on a case-by-case basis. The courier is informed, receives the file (route, timestamps, photos, codes) and may submit their observations before any decision. Fetch mediates with the customer and informs both parties in writing of the outcome.

09Code of conduct

• respect customers, merchants and recipients, and never harass them;
• use a customer's address and details only for the current order, never try to contact them afterwards and keep no photos outside the app; calls with the customer go through Fetch, and the courier does not see their number;
• never open a sealed envelope or bag, and give no advice on its contents;
• never carry or buy any item on the Prohibited Items page;
• when card payment is offered, never ask a customer for cash on an order already paid by card;
• never work under the influence of alcohol or drugs;
• never hand an order over to another person or lend their account.

A courier who experiences inappropriate behaviour from a customer reports it to Fetch, which may refuse further orders from that customer.

10Ratings

After each order, the customer rates the courier from 1 to 5 and the courier rates the customer. The account starts at 5.00; the first real rating replaces this value. The courier sees the customer's average and number of orders before travelling. A low rating has no consequence in itself, and no decision is taken solely on the basis of a rating (Article 11 of Law 09-08).

11Suspension and removal from the platform

Fetch may only suspend or remove a courier for a specific safety or legal breach, a breach of these terms, a verified customer complaint, or an expired or inaccurate document. Never for refusing orders or for logging in rarely. The courier is informed in writing of the reason and may respond before the decision, except in a safety emergency; in that case the suspension is immediate and the reason is communicated without delay. Amounts owed by either side continue to be settled under section 6.

12Term and termination

These terms apply for as long as the courier account exists. The courier may close their account at any time, without notice or reason, after any outstanding Fetch fees have been deducted from their wallet. Any amounts Fetch still owes them are paid to them and any positive wallet balance is returned to them by bank transfer. On closure, their documents are deleted as described in the Privacy Policy.

13Changes to the terms

Fetch informs the courier of any change at least 15 days before it takes effect, in the app or by email. A courier who refuses the change may close their account before that date; continuing to work after that date constitutes acceptance.

14Governing law and jurisdiction

These terms are governed by Moroccan law, in particular the Dahir forming the Code of Obligations and Contracts and Law 114-13 on the auto-entrepreneur status. Before taking any action, the courier writes to hello@fetch-maroc.com; a person handles the request. Failing an amicable settlement, the Commercial Court of Casablanca has jurisdiction. These terms are drafted in French; the French version prevails.