These terms govern the delivery and purchase-on-behalf services provided by MOVO in Agadir and the Souss-Massa region. Placing any order with MOVO implies acceptance of these terms.
1. Nature of the service
MOVO is a delivery and purchase-on-behalf-of-third-parties service. At the customer's request, MOVO acquires goods from third-party businesses on the customer's behalf, then carries them to the address provided.
MOVO is neither the seller, the producer nor the distributor of the goods delivered. MOVO is not affiliated with any of the businesses where purchases are made and is neither their representative nor their partner. The contract of sale for the goods is formed between the customer and the business concerned; MOVO acts solely as an agent for the purchase and transport.
2. Ordering
Orders are placed by WhatsApp message or by calling +212 605-577990. No app or account creation is required.
The customer provides the pick-up location, the delivery address and the nature of the goods required. MOVO replies with the delivery price and an estimated time.
The order is deemed accepted when the customer expressly confirms the price quoted. No delivery is started before this confirmation.
3. Prices
The delivery price is communicated to the customer before the driver sets off and constitutes MOVO's only pricing commitment. The price ranges published on the website are indicative and do not constitute a firm offer.
The delivery price is separate from the amount of the goods purchased. The latter corresponds to the price charged by the business, with no mark-up of any kind. The till receipt is handed to the customer with the order.
The delivery price cannot be changed after confirmation, except in the following cases: a change to the order by the customer, the addition of a pick-up point or an address, waiting on site for more than fifteen minutes, or a volume requiring a second trip. In all these cases, MOVO informs the customer before applying the change.
A night surcharge applies between midnight and six in the morning, as well as on public holidays, depending on the time and the distance.
4. Payment
Payment is made exclusively in cash, in dirhams, when the order is handed over. No deposit is requested and no advance payment is accepted from individual customers.
The customer pays the driver the amount of the goods purchased, as shown on the till receipt, plus the agreed delivery price.
The driver advances the amount of the purchases with his own funds. Refusal to pay on delivery makes the customer liable for the sums advanced and the delivery price.
Business customers under contract may benefit from periodic invoicing under terms agreed separately.
5. Delivery times
The times announced are estimates. They depend in particular on the distance, traffic, preparation or waiting time at the business, and the number of drivers available.
MOVO undertakes to inform the customer of any significant delay. Exceeding the estimated time cannot give rise to compensation, except in the case of proven fault on MOVO's part.
6. Unavailable goods
If an item turns out to be unavailable, the driver contacts the customer before making any purchase. The customer may choose a replacement product, remove the item, or cancel the order.
In the event of cancellation before any purchase and before the driver has set off, no charge is made. If the driver has already set off, the delivery price remains payable.
7. Cancellation
The customer may cancel the order free of charge as long as the driver has not set off and no purchase has been made.
Once the goods have been purchased, the order is delivered and charged as normal, as the goods have been acquired on the customer's behalf.
MOVO reserves the right to cancel an order if no driver is available, if the address is inaccurate or cannot be found, in the event of abusive behaviour by the customer, or for any request contrary to these terms.
8. Excluded goods
MOVO does not carry: alcohol, illegal or counterfeit products, weapons and ammunition, flammable, corrosive or dangerous products, live animals, cash on its own, high-value items such as jewellery, prescription medicines without a valid prescription, or any goods whose weight or volume exceeds the capacity of a two-wheeler, i.e. about fifteen kilograms.
9. Delivery and receipt
The customer provides a complete and accurate address, including the neighbourhood, street, number, floor and a landmark making it possible to identify the location.
The driver contacts the customer on arrival. If the customer is absent or cannot be reached, the driver waits for a reasonable period. After that period, the delivery price remains payable and the goods purchased are charged.
When the order is received by a third party designated by the customer, 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 instruction, and its drivers never enter a home.
10. Complaints
Any complaint should be sent as soon as possible via the WhatsApp conversation used for the order, so that the delivery concerned can be identified.
Complaints concerning the quality, composition or conformity of the goods are the responsibility of the selling business. MOVO may assist the customer in their dealings without acting in its place.
Complaints concerning the transport, the handover or the driver's behaviour are MOVO's responsibility and are dealt with directly.
11. Liability
MOVO is bound by an obligation of means in performing its transport services.
In the event of loss of or damage to an item attributable to MOVO, compensation is limited to a refund of the delivery price and the value of the item concerned, on presentation of proof. This compensation cannot exceed the amount shown on the till receipt.
MOVO cannot be held responsible for the quality, composition, freshness or conformity of goods sold by third-party businesses, nor for the consequences of their consumption or use.
MOVO cannot be held responsible for delays or failures to perform resulting from circumstances beyond its control, in particular traffic conditions, bad weather, the unexpected closure of a business, a vehicle breakdown or any case of force majeure.
For high-value goods, the customer is advised to use a carrier providing appropriate insurance cover. MOVO may refuse a delivery on these grounds.
12. Personal data
The information provided when ordering is used exclusively to carry out the order. Its processing is described in our privacy policy.
13. Changes to the terms
MOVO reserves the right to change these terms. The applicable version is the one in force on the day of the order, published on this page.
14. Governing law
These terms are governed by Moroccan law, in particular law 31-08 enacting consumer protection measures.
In the event of a dispute, the parties will seek an amicable resolution. Failing this, jurisdiction is given to the courts of Agadir, subject to the mandatory provisions applicable to consumers.
Contact
For any question about these terms, write to +212 605-577990 or see the contact page.