Privacy policy

This policy describes the personal data processed in connection with the Fetch service in Morocco, the purposes of that processing and your rights under Law 09-08 on the protection of individuals with regard to the processing of personal data.

Who processes your data

• Data controller: Droply SARLAU, a company incorporated under Moroccan law with a share capital of MAD 1,000, RC No. 752999 (Commercial Court of Casablanca), ICE 004062263000097, registered office: 82, Rue Soumaya, Résidence Shehrazade 1, 3rd floor, No. 13, Palmiers 20340, Casablanca. Contact: hello@fetch-maroc.com
• Main processor: Fetch Ventures Ltd, a company incorporated in England and Wales under No. 17017140, 167-169 Great Portland Street, London W1W 5PF, United Kingdom. Owner of the Fetch platform, which it only develops and technically maintains under a licence agreement. It does not use the data and only accesses it to the extent strictly necessary for a technical intervention, on the instructions of Droply SARLAU.

Droply SARLAU examines and uses the personal data of customers and couriers. Fetch Ventures Ltd has technical access only, for the maintenance of the platform, on the instructions of Droply SARLAU.

The service is intended for the public in Morocco: Law 09-08 applies to the processing, and the National Commission for the Control of Personal Data Protection (CNDP) is the competent authority.

Data collected and purposes

Customer data

• Identity and contact: Surname, first name, telephone number and email address.
• Purposes: Creating and logging in to the account, communications about orders, identification of the customer by the courier and contact during a handover. That contact is a call routed through Fetch: the courier never sees your number.

Fetch does not ask customers for any identity document or date of birth, and collects no other account data. An identity check existed until 26 August 2026; on that date it was discontinued and the corresponding data held on customer accounts was deleted.

Courier data

• 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 the self-employed entrepreneur (auto-entrepreneur) card, or the registration receipt while waiting for the card.
• Insurance: Motorbike insurance certificate, if the courier rides a motorised vehicle. The motorbike need not be in the courier's name.
• Bank details: RIB (bank account details), used to pay the courier's commission and amounts owed to them.

This data is used exclusively to establish the courier's identity, to verify that they are entitled to work and insured, to ensure the safety of the customers they visit, and to pay them the amounts owed. It is examined and used by Droply SARLAU, kept in a private space, never shown to customers and never passed on to any third party, except to the authorities where the law requires. Fetch Ventures Ltd has technical access only, for maintenance, on the instructions of Droply SARLAU. The customer only sees the courier's first name and average rating; they never see the courier's telephone number.

Order data

Fetch processes the pickup and delivery addresses, the door codes, floors and instructions you provide, the description of the item, its declared value and the route. This data is used to calculate the price, assign the order, carry out the delivery and examine any complaint. Addresses saved in your account are saved at your request and can be deleted at any time.

Courier location

The courier's device transmits its location while the courier is online, so that they receive orders near them, and during an order. Outside these two situations, no location is collected. The customer sees the courier's location only during their own order. Droply SARLAU's team sees it to assign orders and to examine any dispute.

Handover photos

The courier photographs the item at pickup and at delivery. These photos are proof of handover and are attached to the order, where both parties can view them. On a Purchase & Fetch order, the photographed till receipt serves this purpose.

Ratings

At the end of an order, the customer and the courier rate each other from 1 to 5. Ratings are kept with the order and the average received is kept on each account, which starts at 5.00: a starting point, not an assessment. The ratings for a specific order are not visible to the other party. Before an order, the courier sees your average and number of past orders, and you see theirs. In accordance with Article 11 of Law 09-08, no decision concerning you is taken solely on the basis of automated processing of these ratings.

Payment

Today, payment is made in cash only, directly to the courier on delivery. When card payment in the app is offered, it is processed exclusively by our payment provider, established in Morocco: your card details (number, expiry date, security code) are entered directly with that provider, never pass through Fetch's systems and are neither seen nor stored by Fetch. Fetch only keeps the amount, the currency, the payment status and, for a card payment, the transaction reference supplied by the provider.

Support

If you open a support request, Fetch keeps its content and the action taken, linked to the order concerned.

Hosting and transfers outside Morocco

The data is stored in a Postgres database provided by Supabase and hosted on Amazon Web Services servers located in Paris, France (eu-west-3 region). Private files (courier documents, handover photos, receipts) are stored with the same provider, in the same region. Access is restricted at database level: one customer's orders cannot be read by another customer, and a courier only accesses the order assigned to them.

Operating the service involves the following transfers outside Morocco, carried out in accordance with Articles 43 and 44 of Law 09-08:

• France: Database and private file storage (Supabase, on AWS, Paris region eu-west-3).
• United Kingdom: Technical maintenance of the platform by Fetch Ventures Ltd, on the instructions of Droply SARLAU, without use of the data.
• Germany: Address search (Photon, by Komoot) and route calculation (OSRM, on OpenStreetMap servers): only the address typed or the coordinates are sent.
• United States: Vercel Inc. (the website and its server functions, run in the Paris region); Twilio (SMS codes and in-app calls); Resend (service emails); Google (only if you choose to sign in with Google); Forward Email (forwarding of messages sent to hello@fetch-maroc.com); Anthropic (the Hop assistant, when you use it: the text of the conversation).

Recipients

Data is disclosed only to the following recipients:

• The courier of your order: addresses, instructions, description of the item and your first name. They do not see your telephone number: your calls go through Fetch. They have no access to your other orders or saved addresses.
• Droply SARLAU, which examines and uses the data.
• Fetch Ventures Ltd, solely for the technical maintenance of the platform: it neither consults nor uses the data, and only accesses it when a technical intervention requires, on the instructions of Droply SARLAU.
• Supabase, which provides the database and private file storage, on AWS servers in Paris.
• Vercel Inc., the website host: the website and its server functions run in the Paris region (cdg1). The data you enter on the website passes through these functions to be recorded in the database, and technical logs (IP address, date and time, page requested) are kept there, as with any host.
• Address and routing services, which receive the address typed or the coordinates to locate them and calculate the route: Photon, by Komoot (Germany), and an OSRM route planner based on OpenStreetMap (servers in Germany).
• Twilio (United States), which sends verification codes by SMS and carries the calls made in the app between the customer and the courier, without either seeing the other's number.
• Resend (United States), which sends the service emails: account confirmation, order updates, receipts.
• Google (United States), only if you choose to sign in with Google: it handles the sign-in request and passes us your name and email address.
• Forward Email (United States), which forwards the messages sent to hello@fetch-maroc.com to the inbox where they are read.
• Anthropic (United States), which runs the Hop assistant: when you use it, the text of the conversation is sent to it to produce the reply.
• Our payment provider, established in Morocco, when card payment is offered and you pay by card.
• The authorities, upon lawful request and where the law requires.

No one else. Fetch does not sell personal data, does not share it with any advertiser and does not build profiles for any third party.

Retention periods

• Account data: For as long as the account exists.
• Courier documents: CIN (number and photos), verification selfie, auto-entrepreneur card or receipt, and insurance: for as long as the courier account exists, then deleted with it.
• Courier RIB and payments: The RIB for as long as the courier account exists; payment records for ten years, under accounting obligations.
• Orders, payments and accounting records: Ten years, the retention period required by Moroccan accounting and tax law.
• Location traces: For the time needed to examine any dispute about the order, then deleted.
• Handover photos and receipts: Kept with the order, then deleted on the same schedule as location traces.

Deleting the account erases the profile and saved addresses. Records that the law requires to be kept are retained in the most restricted form possible.

Your rights

Law 09-08 grants you the following rights:

• Information: to be informed of the processing of your data, which this policy does (Article 5).
• Access: to obtain a copy of the data concerning you (Article 7).
• Rectification and erasure: to have inaccurate or incomplete data corrected, or data whose processing is not justified deleted (Article 8). Your name and telephone number can be changed directly from your account.
• Objection: to object, on legitimate grounds, to processing, and without giving reasons to any use for marketing purposes (Article 9).

Fetch also allows you to receive your data in a machine-readable format and to request that processing be suspended while a request is examined.

To exercise these rights, write to hello@fetch-maroc.com from the email address associated with your account. Fetch replies within one month. You may also lodge a complaint with the CNDP (www.cndp.ma).

Cookies

The website only uses cookies that are necessary for the service to work: keeping you logged in and remembering your language. It contains no advertising trackers. It contains no audience measurement tool. When card payment is offered, the payment provider, established in Morocco, involves no transfer outside Morocco; it may set, on its own payment page, the cookies needed to secure the transaction.

Changes

Any change to this policy is indicated by updating the date at the top of the document and, if significant, by a notice in the app or by email. This policy should be read together with the Terms and Conditions, the Courier Terms and the Legal Notice.

This policy is written in French. The English and Arabic versions are translations provided for information only; in the event of any discrepancy, the French version prevails.