Terms of service

These terms form the agreement between you and Fetch Ventures Ltd, a company registered in England and Wales under number 17017140, whose registered office is 167-169 Great Portland Street, London W1W 5PF ("Fetch"), when you use the website or the app. Sending an order constitutes acceptance of these terms.

Fetch Ventures Ltd is established in the United Kingdom. The service is aimed at the public in Morocco and loi 31-08 on consumer protection applies in full to consumers resident in Morocco, whatever the company's country.

For any question, write to hello@fetch-maroc.com.

01What Fetch is

Fetch is a platform connecting customers with independent runners in Casablanca and Rabat. The runner collects an item from one address and delivers it to another. Fetch is not a transport company, does not employ the runners and does not take possession of the item at any point.

Fetch provides the matching, the pricing, the route, the tracking, the collection of payment and the rules that apply to both parties. If an order goes wrong, Fetch is your point of contact.

The transport contract is concluded between you and the runner. Fetch acts as the runner's agent: Fetch books the order in their name and on their behalf and collects the price of the transport for them, which is paid over to them. The Fetch fee, shown separately before you confirm, pays for the booking and tracking service and is owed to Fetch in its own right. The receipt names the runner as the provider of the transport and Fetch as the agent.

02Your account

You need an account to send an order. You sign in with an email address and you are responsible for the activity on your account. You must be at least 18 years old: Fetch does not ask its customers for an identity document and takes you at your word on this. The name and phone number you provide must be accurate: a runner unable to reach the customer at the handover address is the most common cause of a failed order.

03Price and payment

Before you send an order, the app shows a single all-in price, calculated from the published price list and the real route between the two addresses: a base fare, an amount per kilometre, an amount per minute of waiting, a surcharge for heavy items and a service fee. Depending on the order it can also include an express surcharge (MAD 10.00 or MAD 20.00, half of which goes to the runner), an amount per additional stop (MAD 8.00 per stop, 5 addresses at most per order) and, where it applies, the Fetch Protection contribution. The total is rounded to the nearest 50 cents and does not fall below the minimum fare. The current figures are on the home page of the website (price calculator) and on the Services page, read directly from the billing system.

Payment is made in cash, straight to the runner, at the moment of delivery. No card is asked for, no authorisation is placed and no amount is taken before, during or after the mission. The price shown before you confirm is the exact amount you hand to the runner.

Tips are optional, handed over directly, and go to the runner in full. Fetch never sees them and takes nothing from them.

Ratings

After an order, the customer rates the runner from 1 to 5 and the runner rates the customer the same way. Every account starts at 5.00; the first real rating replaces that value rather than averaging into it. Neither party sees the rating the other gave for a specific order. The runner sees your average and the number of orders you have placed before setting off, and you see theirs.

A low rating has no consequence by itself. A persistently low average, or serious conduct, can lead Fetch to decline further orders, on either side. You are informed beforehand and may respond. No decision is made automatically on the basis of a rating alone: the decision is made by a person, and you can write to them.

04Cancellation

• While a runner is still being sought, cancellation is free.
• Once a runner has accepted, cancelling is still free. Because payment is in cash on delivery, Fetch has collected nothing and cannot charge you: there is no means of taking payment, and we will not invoice you afterwards.
• Once the item has been collected, cancellation is no longer possible in the app. Raise a support request; it is handled directly by a person at Fetch.

If no runner accepts the order, it ends and you are asked for nothing. If the runner has to stop mid-order, the order is immediately offered to other runners and the agreed price stays unchanged.

If the item turns out to be well over the declared weight, the runner may refuse to take it. The order ends and you are charged nothing.

There is no cancellation fee on the customer's side. In return, the runner is not compensated for a cancellation: that is the risk the commission covers, and it is why the commission is only taken once a mission has actually been paid for.

05Right of withdrawal

A Fetch order is a service, carried out within the hour of your request. Loi 31-08 normally gives you seven days to withdraw from a distance contract (article 36), and provides that the right can no longer be exercised over a service fully performed with your agreement before the period ends (article 38).

This is why the box you tick before sending an order says two things: you ask for the mission to start immediately, and you acknowledge that once the mission has been fully carried out your right of withdrawal is exhausted (article 38 of loi 31-08). Until the mission is finished, cancellation remains available under section 4 above, which is more favourable than withdrawal because it is immediate and free.

06Declared value and Fetch Protection

When you send an item, you declare its value. The app enforces a maximum declared value per order, shown at the time of booking.

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.

The contribution is 3% of the declared value and is shown before payment. A MAD 25.00 participation applies to each claim. Fetch owes the reimbursement, capped at the declared value and at MAD 2,000.00, less the MAD 25.00 participation.

Once the declared value goes above MAD 300.00, the order cannot be completed without Fetch Protection: the app refuses it. No item may be declared above MAD 2,000.00, with or without Fetch Protection.

On a Fetch Assist mission, Fetch Protection is optional up to MAD 300.00 and compulsory above that, on the total of what we may pay for you, up to MAD 2,000.00. The contribution is 3% of that total (minimum MAD 1.50), with a MAD 25.00 participation per claim.

Declare the value accurately: if an item is lost or damaged, any compensation is limited to the declared value. An item declared at MAD 200 that was worth MAD 9,000 will not be compensated at MAD 9,000.

07Purchase & Fetch

On a Purchase & Fetch order the runner buys the goods on your behalf and delivers them to you. At booking you set a maximum authorised budget. That budget is a hard limit: the runner cannot spend beyond it under any circumstances without your express approval, which is requested in the app before anything is paid.

A hold slightly larger than your budget is placed on your card to cover the delivery and the fees. That margin is reserved, not spendable: it does not increase what the runner may pay at the cashier.

The merchant's receipt is proof of the final purchase amount. The runner photographs it and it is attached to the order.

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.

That approval activates Fetch Protection, and the final contribution is then calculated on the receipt amount. Fetch owes the reimbursement, capped at the receipt amount and at MAD 600.00, less the MAD 25.00 participation.

You are charged the actual receipt amount, the delivery and the handling fee. The balance of the hold is released.

The seller of the goods is the shop, not Fetch: the runner buys on your behalf and you own the goods from the moment they are bought. Fetch does not take back and does not refund goods bought for you. A return, an exchange or the legal guarantee of conformity are settled directly with the shop, on presentation of the receipt handed to you with the goods. The box you tick before sending the order says so.

08Items we do not carry

Some items cannot be carried or bought on the platform, either because the law prohibits it or for safety reasons. Refused items include: cash, cheques and payment cards, wallets and bags containing them, prescription medicines, alcohol, tobacco, electronic cigarettes and nicotine products, weapons, ammunition, fireworks and explosives, fuel, gas cartridges, solvents and hazardous chemicals, illegal drugs, stolen goods and counterfeits, biological samples, clinical waste and medical material, anything that has to stay cold, including fresh meat, fish and frozen food, and any item worth more than MAD 2,000.00.

Fetch never carries or buys alcohol, tobacco, vapes or nicotine products, whatever your age.

Prescription medicine is refused: a pharmacist has to hand it to the named patient. The rest of the pharmacy travels, in its sealed bag, which the runner does not open and gives no advice about.

Some items are not prohibited but travel under a condition. 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. Non-prescription medicines in a sealed pharmacy bag, pets under the animal safety rules, and food that does not need controlled temperature are also accepted.

Identity papers, official documents and work files travel in a sealed envelope. The runner does not open it and hands it over in person against a code.

The full list and the reasons are on the prohibited items page, which you confirm you have read each time you send an order. If a prohibited item is sent anyway, the runner may refuse it or hand it to the authorities where the law requires, the fare is charged and the account may be closed.

09Presence at both ends

An order requires a person to hand the item over and a person to receive it. Provide door codes, floors and instructions, and remain reachable by phone. A runner's waiting time is charged at the published rate, at every address where they are kept waiting: the pickup, any stop along the way and the delivery. A few minutes are free at each address; after that the meter runs. If nobody appears, the runner may end the order and the work done is charged.

10Runners are independent

Runners are self-employed. They choose which orders to accept and when to work, and they are neither employees nor agents of Fetch. Each runner is approved individually before going online: a person examines their identity document, their registration and insurance papers and, where it applies, their work authorisation. They may be removed from the platform for breaching these rules. Runners accept their own terms when they apply.

Fetch acts as a transparent intermediary: the runner provides the transport service to you and Fetch takes a commission on it. The runner alone is responsible for declaring their VAT status and must notify Fetch immediately of any change. Fetch issues invoicing documents on the basis of the information the runner has declared and asks them to reconfirm it once a year.

Fetch nonetheless stands guarantor to the customer for the proper performance of the order. Any claim is addressed to Fetch, and any reimbursement provided for by these terms, including under Fetch Protection, is owed by Fetch in its own name.

This independence has practical substance. The runner sets the rate below which they will not ride, and orders paying less are not offered to them. Refusing an order has no consequence and the dispatch system keeps no record of it. The runner has no imposed hours, may work for other platforms, including competitors, and provides their own equipment. Fetch may remove a runner from the platform only for a specific breach of safety or legality, or a verified customer complaint, never for refusing orders, and always with the reason in writing.

11When something goes wrong

Raise a support request from your account or write to hello@fetch-maroc.com, quoting the order code. The request is reviewed by a person with the full record in front of them: the route, the timestamps, the handover photos and the codes entered. Report the problem within 14 days of the order where possible.

Where an order failed because of Fetch or a runner, Fetch puts it right: a refund of the fare, a credit, or compensation for a lost or damaged item up to the declared value and within the cap. Where the loss results from an external cause, or from an item that should not have been sent through Fetch, no compensation is due.

Fetch is not liable for indirect losses, such as lost profit, a missed appointment or a missed connection. Fetch's total liability for any one order is limited to the declared value of the item plus the fare paid. These limitations do not apply where Moroccan law does not permit liability to be limited, including in cases of gross or wilful misconduct (articles 231 and following of the Dahir of obligations and contracts).

12Proper use of the service

You may not use Fetch to break the law, to harass a runner, to send an item on the prohibited list or to move goods you have no right to move. You may not book orders you have no intention of receiving. Fetch may suspend or close an account that does any of this.

13Changes to these terms

These terms may be updated. The version that applies to an order is the one published when it was sent. The date at the top of the document indicates the last change.

14Governing law and jurisdiction

These terms are governed by Moroccan law, in particular loi 31-08 on consumer protection and the Dahir forming the code of obligations and contracts. Failing an amicable resolution, the courts of Casablanca have jurisdiction. Consumers retain every right granted by loi 31-08, including the right to bring a claim before the courts of their place of residence.

Moroccan law does not require a named consumer mediator. Before taking any action, write to hello@fetch-maroc.com: a person at Fetch handles the request and replies. You may also approach a consumer protection association recognised under loi 31-08.

These terms are written in French. The French version is the original and prevails over any translation if the two differ.