This policy sets out the conditions under which MOVO carries out its delivery services in Agadir and the Souss-Massa region. It supplements our terms and conditions.
1. Areas served
MOVO serves 31 areas of Agadir and Greater Agadir, from the city centre to Taghazout, including Inezgane, Dcheira El Jihadia, Ait Melloul, Lqliaa and Aourir. The detailed list is on the delivery areas page.
An address outside these areas may be accepted after review. MOVO reserves the right to refuse a delivery whose destination lies beyond its usual area of operation, or whose access proves impracticable.
2. Service hours
The service operates 24/7, 7 days a week, including public holidays. No seasonal closure applies.
The number of drivers on duty varies by time slot. Between midnight and six in the morning, staffing is reduced, which may lengthen the time taken to assign a delivery.
3. Nature of the times announced
The times given to the customer are estimates and do not constitute a guarantee of result. They are based on an assessment made at the time of ordering.
The ranges published on the website are indicative and are not binding on MOVO. Only the estimated time given by message when an order is confirmed is the reference.
4. Factors affecting delivery times
The time taken for a delivery depends in particular on the distance between the pick-up point and the delivery address, traffic conditions, preparation or waiting time at the business, the number of drivers available, and weather conditions.
The time a third-party business takes to prepare an order is beyond MOVO's control and, for restaurant orders, is the most variable part of the delivery time.
Detailed information on these factors is available on the delivery times in Agadir page.
5. Delays
In the event of a significant delay compared with the estimated time, MOVO informs the customer via the conversation used for the order.
Exceeding the estimated time cannot give rise to compensation or to cancellation of the delivery after the goods have been purchased, except in the case of proven fault on MOVO's part.
6. Delivery address
The customer provides a complete and accurate address including the neighbourhood, the street or block, the number, the floor, and a landmark making it possible to identify the location.
The customer points out any access particularities, in particular the presence of a gate, a caretaker, a gated residence, pedestrian-only access or a road impassable by two-wheeler.
An incomplete or inaccurate address may result in a delay, a surcharge for the time spent searching, or cancellation of the delivery with the price still payable when the driver has set off.
7. Handover of the order
The driver contacts the customer on arrival. The handover takes place at the customer's door, including upstairs, at no extra charge.
When access is not practicable by two-wheeler, the driver parks at the nearest accessible point and carries the order on foot, or agrees on a handover point with the customer.
The till receipt for the goods purchased is handed over with the order.
8. Receipt by a third party
The customer may designate a third party to receive the order. In that case, the customer provides that person's name and the amount to be paid in advance.
MOVO does not hand any order to an unaccompanied minor without the customer's express prior instruction. Drivers never enter a home under any circumstances.
9. Customer absence
If the customer is absent or cannot be reached at the address given, the driver waits for a reasonable period and tries to contact them.
After that period, the delivery price remains payable. The goods purchased on the customer's behalf are charged to them and held at their disposal under agreed arrangements, or returned to the business where possible.
10. Scheduled orders
A delivery can be scheduled for an agreed time. MOVO then reserves a time slot and organises the driver's departure accordingly.
The agreed time remains an estimate. Orders scheduled during periods of high demand, in particular on the eve of holidays, are confirmed subject to availability.
11. Special transport conditions
Fresh, frozen, hot or fragile products are carried in suitable conditions when the customer mentions them when ordering.
Over long distances, MOVO informs the customer of the limits of transport and may recommend a business closer to the delivery address. When the customer maintains the order despite this advice, MOVO cannot be held responsible for any deterioration of the product due to the length of the journey.
12. Carrying capacity
Deliveries are made by two-wheeler. Capacity is limited to about fifteen kilograms per trip, i.e. two to three bags.
Beyond that, MOVO offers a second trip with a surcharge, or informs the customer that the delivery cannot be carried out.
13. Suspension of the service
MOVO may temporarily suspend its services, in whole or in part, in exceptional circumstances such as bad weather, major traffic disruption, an administrative restriction or any case of force majeure.
The customer is informed as soon as possible and no sum is payable for a delivery not carried out for this reason.
14. Complaints
Any complaint about a delivery should be sent as soon as possible via the conversation used for the order, so that the delivery concerned can be identified.
The handling procedure is set out on the returns and refunds page.
Contact
For any question about this policy, write to +212 605-577990 or see the contact page.