Terms and conditions of use and sale

These terms form the contract between you and Droply SARLAU, a company incorporated under Moroccan law which operates the service in Morocco under the trade name "Fetch" ("Fetch", "we"), when you use the website or the app. Before each order is sent, a summary allows you to check the details and the total price and to correct any errors; sending the order, after expressly accepting these terms by ticking a box, concludes the contract, in accordance with Law 53-05 on the electronic exchange of legal data.

Droply SARLAU operates the service under a licence agreement with Fetch Ventures Ltd, a company incorporated in England and Wales under number 17017140, whose registered office is at 167-169 Great Portland Street, London W1W 5PF, United Kingdom ("Fetch Ventures"). The website, the app, the Fetch name and brand, logos, software and content are the property of Fetch Ventures, which develops and maintains them. Droply SARLAU is your sole contracting party for orders placed in Morocco.

The service is intended for the public in Morocco. Law 31-08 on consumer protection applies in full to consumers. For any question: hello@fetch-maroc.com.

01What Fetch is

Fetch is a platform connecting customers with independent couriers in Casablanca and Rabat. The courier collects an item at one address and delivers it to another. Fetch does not employ the couriers and never takes possession of the item.

Fetch provides the matchmaking, price calculation, route, tracking, collection of card payments when that payment method is offered, and the rules applicable to both parties. If there is a problem with an order, Fetch is your single point of contact.

The transport contract is concluded between you and the courier. Fetch acts as the courier's agent: Fetch books the order in the courier's name and on their behalf. The Fetch fees, shown separately before confirmation, pay for the booking and tracking service and are owed to Fetch in its own right. Today, payment is in cash: the courier collects the total amount, keeps the transport price and collects the Fetch fees on behalf of Fetch. When card payment is offered and you choose it, Fetch collects the total amount through its payment provider and pays the transport price to the courier. The electronic receipt names the courier as the transport provider and Droply SARLAU as agent, with its legal details.

02Your account

An account is required to send an order. You log in with your email address and are responsible for activity on your account. You must be at least 18 years old: Fetch does not ask customers for any identity document and relies on your declaration on this point. The name and telephone number provided must be accurate: being unable to reach the customer at the handover address is the main reason orders fail.

03Price and payment

All prices are in Moroccan dirhams (MAD), including all taxes. Before sending, the app displays a single all-inclusive price, calculated from the published price list and the actual route between the two addresses: a pickup fee, an amount per kilometre, an amount per minute of waiting, a heavy-item surcharge and service fees. Depending on the order, the following may be added:

• an express surcharge of MAD 10.00 or MAD 20.00, half of which goes to the courier;
• MAD 8.00 per additional stop, up to 5 addresses per order.

The total is rounded to the nearest 50 centimes and never goes below the minimum fare. The current amounts are shown on the website home page (price calculator) and on the Services page.

Where VAT applies, it is charged only on Fetch's part, added on top of it and included in the price shown. The courier's share is never reduced by it.

Payment methods

Today, payment is made in cash only, directly to the courier, on delivery.

When card payment is offered in the app, you choose, for each order, between cash and card; by card, the amount is charged at the end of the trip. Card payments are then processed exclusively by our payment provider, established in Morocco. Your card details (number, expiry date, security code) are entered directly with that provider: they never pass through Fetch's systems, and Fetch has no access to them and does not store them.

In all cases, the amount paid is the price shown before your confirmation, plus, where applicable, waiting time charged at the published rate (section 9), which is shown in the app. No other amount may be requested from you.

Tipping is optional, given by hand and goes entirely to the courier. Fetch takes nothing from it.

Ratings

After an order, the customer rates the courier from 1 to 5 and the courier rates the customer in the same way. Each account starts at 5.00; the first real rating replaces this value rather than being added to it. Neither party sees the rating given by the other for a specific order. The courier sees your average and number of past orders before travelling, and you see theirs.

A low rating has no consequence in itself. A persistently low average or serious facts may lead Fetch to refuse further orders, for customers as well as couriers. You are informed beforehand and may submit your observations. In accordance with Article 11 of Law 09-08, no decision is based solely on automated processing of a rating: it is taken by a person, to whom you can write.

04Cancellation

• While a courier is being sought, cancellation is free.
• Once a courier has accepted, cancellation remains free until the item is collected: no cancellation fee is charged and nothing is debited from you.
• The courier is not compensated for a cancellation. The only amount still owed, on a Purchase & Fetch order, is any shopping the courier has already paid for at the till, which is reimbursed to them against the receipt.
• Once the item has been collected, cancellation is no longer possible in the app. Open a support request; it is handled by a person at Fetch.
• If no courier accepts the order, it ends and nothing is asked of you.
• If the courier has to interrupt the order, it is immediately offered to other couriers and the agreed price remains unchanged.
• If the item turns out to be significantly heavier than the declared weight, the courier may refuse to take it. The order ends and the trip already made remains payable.

05Right of withdrawal

A Fetch order is a service performed within the hour following your request. Law 31-08 in principle grants consumers seven days to withdraw from a distance contract (Article 36). However, this right cannot be exercised for a service whose performance has begun, with the consumer's agreement, before the end of that period (Article 38).

This is why the box ticked before sending the order states that you request immediate performance of the trip and acknowledge that, once it has begun, the right of withdrawal can no longer be exercised. The cancellation conditions of section 4, which are immediate and free until the item is collected, continue to apply.

06Declared value and courier liability

When sending an item, you declare its nature and value. This information allows the courier to accept the order with full knowledge and serves as a reference in the event of a complaint.

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 is owed by the courier as carrier.

Fetch offers no insurance and no automatic refund guarantee. However, Fetch examines every complaint on a case-by-case basis: a person reviews the route, timestamps, handover photos, codes entered and the statements of both parties, mediates with the courier and informs you in writing of the outcome. Depending on the circumstances, Fetch may refund its own fees, grant a credit or take any appropriate measure against the courier, up to removing them from the platform.

Declare an accurate value and nature: an inaccurate declaration is taken into account when the complaint is examined. An item declared at MAD 200 that was worth 9,000 cannot be treated as a MAD 9,000 item.

07Purchase & Fetch

On a Purchase & Fetch order, the courier buys an item on your behalf and delivers it to you. When ordering, you set a maximum authorised budget, capped at MAD 600.00. This budget is a firm limit: the courier may under no circumstances spend more without your express consent, requested in the app before any payment at the till.

The courier advances the purchase price. The merchant's receipt, photographed by the courier and attached to the order, is proof of the final amount. On delivery, you pay the actual receipt amount, the delivery and the purchase fees, in cash to the courier, or by card in the app when card payment is offered. A purchase made in accordance with your instructions and within the budget remains payable, even if you then refuse the item.

The courier is responsible for the item from when the merchant hands it over until delivery. Any complaint is examined by Fetch on a case-by-case basis, under the conditions of section 6.

The seller of the item is the merchant, not Fetch: you own the item as soon as it is purchased. Fetch does not take back or refund an item bought for you. Returns, exchanges and the legal warranty against defects are handled directly with the merchant, on presentation of the receipt given to you with the item. The box ticked before sending the order reminds you of this.

08Refused items

Some items cannot be carried or purchased through the platform, either because the law prohibits it or for safety reasons. Refused items include in particular:

• cash, cheques and bank cards, and wallets and bags containing them;
• all medicines, with or without a prescription, and products sold in pharmacies as medicines;
• alcohol, tobacco, e-cigarettes and nicotine products, whatever your age;
• weapons, ammunition, fireworks and explosives; fuels, gas cartridges, solvents and hazardous chemicals;
• narcotics, stolen goods and counterfeits;
• biological samples, medical waste and medical equipment;
• anything that must stay cold, including fresh meat and fish and frozen food;
• any item worth more than MAD 20,000.00.

Some items travel subject to conditions. Electronics and fragile items are accepted if packed for the journey; if poorly protected, they are refused at pickup. Parapharmacy products that are not medicines, animals in accordance with animal safety rules and food that does not require temperature control are also accepted. Identity papers, official documents and business files travel in a sealed envelope: the courier 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 having read with every order. If a prohibited item is sent, the courier may refuse it or hand it over to the authorities where the law requires; the work done remains payable and the account may be closed.

09Presence at both addresses

An order requires someone to hand over the item and someone to receive it. Provide door codes, floors and instructions, and stay reachable by phone: calls between you and the courier go through Fetch, and neither of you sees the other's number. The courier's waiting time is charged at the published rate at each address where they are held up (pickup, intermediate stop, delivery). A few minutes are free at each address; beyond that, the meter runs and the amount is shown in the app. If no one turns up, the courier may end the order and the work done remains payable.

10Courier independence

Couriers are independent workers operating under the auto-entrepreneur status (Law 114-13). They are neither employees nor agents of Fetch. Each courier is individually approved before going online: a person reviews their national identity card (front and back), a selfie taken live in the app to check that they match the CIN, their auto-entrepreneur card or, while waiting for the card, the registration receipt, and, if they ride a motorised vehicle, the motorbike insurance certificate. Couriers accept their own terms when applying.

The courier sets the rate below which they will not travel; orders paid below this threshold are not offered to them. Refusing an order has no consequence and the assignment system keeps no record of it. The courier has no imposed hours, may work for other platforms, including competitors, and provides their own equipment. Fetch may only remove them from the platform for a specific safety or legal breach, or a verified customer complaint, never for refusing orders, and always with a written reason.

The courier is solely responsible for their tax and social security obligations. Droply SARLAU declares VAT on its own fees.

All complaints are addressed to Fetch, which remains your single point of contact, examines them on a case-by-case basis and mediates with the courier (section 6).

11If something goes wrong

Open a support request from your account or write to hello@fetch-maroc.com, quoting the order code. The request is examined by a person with access to all the information: route, timestamps, handover photos and codes entered. Please report the problem preferably within 14 days of the order; this indicative period does not deprive consumers of their legal rights.

Where the order failed because of Fetch, Fetch makes amends, in particular by refunding its fees or granting a credit. When card payment is offered, a refund on an order paid by card is made to the card used. Where the item was lost or damaged during the trip, compensation is owed by the responsible courier; Fetch examines the file on a case-by-case basis and informs you in writing of its decision and of the possible steps. No compensation is due where the damage results from force majeure or from an item that should not have been sent.

Fetch is not liable for indirect losses, such as loss of earnings or a missed appointment or connection. These limitations do not apply in the case of fraud or gross negligence (Article 232 of the Dahir on Obligations and Contracts), or where they would be unfair within the meaning of Law 31-08; any unfair term is deemed unwritten.

12Personal data

Droply SARLAU processes your personal data in accordance with Law 09-08 on the protection of individuals with regard to the processing of personal data. The data collected, its purposes, recipients, hosting location and your rights are described in the Privacy Policy, available on the website and in the app, which you accept when creating your account.

13Use of the service

It is prohibited to use Fetch to break the law, harass a courier, send an item on the prohibited items list or move goods you are not entitled to move. It is also prohibited to place orders with no intention of receiving them. Fetch may suspend or close an account in the event of a breach, after informing you, except in a safety emergency.

14Intellectual property and licence

The fetch-maroc.com website, the app, the Fetch name and brand, logos, software, databases and content are the exclusive property of Fetch Ventures Ltd (No. 17017140, England and Wales, 167-169 Great Portland Street, London W1W 5PF), which develops and maintains them. Droply SARLAU operates them in Morocco under a licence agreement.

They are protected in particular by Law 17-97 on the protection of industrial property and Law 2-00 on copyright and related rights. Any unauthorised reproduction, extraction or use is prohibited. Users only have a personal right to use the service.

15Changes to the terms

These terms may be changed; users are informed in the app or by email. The version applicable to an order is the one accepted when it is sent. The date at the top of the document shows the latest change.

16Governing law and jurisdiction

These terms are governed by Moroccan law, in particular Law 31-08 and the Dahir forming the Code of Obligations and Contracts. Before taking any action, write to hello@fetch-maroc.com: a person at Fetch handles and answers the request. You may also contact a consumer protection association recognised under Law 31-08.

Failing an amicable settlement, consumers may bring proceedings, at their choice, before the court of their domicile or residence, or of the place where the harmful event occurred (Article 202 of Law 31-08), notwithstanding any clause to the contrary. For customers acting in a professional capacity, the Commercial Court of Casablanca has exclusive jurisdiction.

These terms are drafted in French. The French version prevails; the English and Arabic versions are translations provided for information only.