This page explains how MOVO handles complaints, mistakes and refund requests. It supplements our terms and conditions.
The principle: who is responsible for what
MOVO buys on your behalf and delivers. MOVO does not sell the goods delivered and is neither their producer nor their distributor. This distinction determines who a complaint should be addressed to.
| Problem | Responsibility of |
|---|---|
| Driver's mistake on the product purchased | MOVO |
| Product damaged during transport | MOVO |
| Order handed to the wrong person | MOVO |
| Significant delay not reported | MOVO |
| Business's mistake on the order | The business |
| Quality, taste or freshness of a product | The business |
| Defective or expired product | The business |
| Price charged by the business | The business |
In all cases, write to us first. Even when the business is responsible, we assist you in your dealings.
Reporting a problem
Write in the WhatsApp conversation used for the order, as soon as possible. This makes it possible to find the delivery concerned and identify the driver without you having to explain everything again.
For food products and medicines, report the problem before consumption. A photo of the product and the till receipt speeds up handling considerably.
Mistake attributable to MOVO
When the driver has bought the wrong product compared with your written order, two solutions are possible depending on the situation.
The right product is brought to you with no additional delivery charge, when the business is still open and the product is available.
The delivery price is refunded to you, when the first solution is not feasible. The cost of the goods remains payable if they are kept.
Product damaged during transport
If an item is damaged as a result of transport, MOVO covers the refund of the delivery price as well as the value of the item concerned, on presentation of the till receipt.
Compensation cannot exceed the amount shown on that receipt. For high-value goods, a carrier providing appropriate insurance cover remains more suitable, as stated in our terms and conditions.
Mistake or defect attributable to the business
When the business has prepared an incorrect order, supplied a defective or expired product, or the quality is not up to standard, the complaint is the seller's responsibility.
That does not mean we lose interest in the situation. Let us know: we contact the business, pass on your complaint, and can arrange a return or exchange if the business agrees. The return trip is then charged or offered free depending on the circumstances and the nature of the mistake.
However, MOVO can neither force the business to give a refund nor act in its place.
Unavailable product
The driver calls you from the business before making any purchase when a product is missing. You choose a replacement, remove the item, or cancel.
If no purchase has been made and the driver has not set off, no charge is made. If the driver has set off, the delivery price remains payable.
Cancellation
Cancellation is free of charge as long as the driver has not set off and no purchase has been made.
After purchase, the goods have been acquired on your behalf: they are delivered to you and charged as normal. A cancellation at this stage does not give rise to a refund for the goods.
Refund arrangements
Refunds are made in cash, directly to the customer, under arrangements agreed when the complaint is handled. As payment is made on delivery, no bank refund is needed in the vast majority of cases.
When a refund is granted, it is made as soon as possible after agreement between the parties.
Time limit for complaints
For food products, medicines and perishable goods, the complaint must be made on the day of delivery, before consumption.
For other goods, it must be made within a reasonable period after delivery, making it possible to establish the link between the problem found and the delivery concerned.
What does not give rise to a refund
A product that matches the written order but does not suit you. A delay that remained within a reasonable range. A dish that arrived lukewarm over a long distance when the customer maintained the order despite our advice. An order not received because the customer was absent or could not be reached. An incorrect address given by the customer. A product consumed before any report.
Disputes
We always favour an amicable and direct resolution, in the conversation used for the order.
Failing agreement, the provisions of law 31-08 on consumer protection apply, and the courts of Agadir have jurisdiction.
Contact
To report a problem or ask a question, write to +212 605-577990 in your order's conversation, or see the contact page.