Effective: June 1, 2025
This Policy applies to all orders placed on MAXE (app/website) by consumers in Morocco. It covers:
Order issues: wrong/missing items, damaged or spoiled food, not delivered, or excessively late.
Service issues: driver unable to reach customer, address/phone errors, safety/access constraints.
Guiding principles
Fairness: outcome matches the issue impact (full/partial refund, re-delivery, or credit).
Evidence-based: decisions rely on proof (photos, GPS/PoD, chat logs, timestamps).
Speed: most cases resolved within 72 hours after we receive complete evidence.
Delivered: proof-of-delivery (PoD) captured (photo and/or GPS/time).
Excessively late: arrival ≥25 min beyond the communicated ETA or outside the promised time window (whichever is stricter).
Perishable: items that can spoil quickly (e.g., HomeFood meals, fresh produce, chilled goods).
Unattended drop: customer requested “leave at door” or was unresponsive; PoD photo counts as delivery.
A refund/credit may be approved when MAXE Support confirms one of the following with evidence:
| Category | Typical Examples | Standard Remedy |
|---|---|---|
| Wrong / Missing Items | Different dish, missing sides, missing items in basket | Partial refund for missing/wrong items; or re-delivery when feasible; fees adjusted |
| Damaged / Spoiled | Spillage, broken seal, unsafe temperature on arrival, rotten produce | Full or partial refund based on impact; or re-delivery; items may be requested for pickup/inspection photos |
| Not Delivered | No PoD and no receipt by end of delivery window | Full refund (including delivery fee) |
| Excessively Late | ≥25 min beyond ETA or outside promised window | Partial refund/credit of delivery fee or % of basket (case-by-case); if food no longer suitable → full or partial refund |
| Duplicate Charge / Payment Error | Double authorization, gateway glitch | Full refund of duplicate/erroneous charge |
| Quality Issues (justified) | Burnt/undercooked, unsafe packaging | Partial or full refund depending on severity; possible vendor review/suspension |
Not eligible (illustrative)
Change of mind after prep/dispatch.
Minor preference (e.g., taste) without objective defect.
Incorrect address/phone provided by customer; no-show/unreachable after reasonable attempts.
Unattended drop stolen after valid PoD (we may assist case-by-case, but it’s not guaranteed).
Provide clear photos of items/packaging within the claim window (see §7), plus:
Order ID and a short description.
For damage/spoilage: photos within 1 hour of delivery (or from opening), showing seal/label and the issue.
For missing/wrong items: photos of all received items/receipt label.
For late: note the actual arrival time (we cross-check GPS logs).
For not delivered: screenshot of tracking/chat and confirmation of availability at address during window.
We choose the least intrusive fair remedy, considering item type, time of day, and feasibility:
Re-delivery of missing/defective items (priority where food safety allows).
Partial refund (items or % of basket) and/or delivery-fee credit.
Full refund (basket + delivery) if the order failed entirely.
MAXE Wallet credit may be offered for faster relief or goodwill; you can request card refund when applicable.
Card payments: refunded to the original card. Funds typically appear 5–10 business days after approval (bank dependent).
Wallet payments/credits: instant to MAXE Wallet once approved.
COD: refunded to MAXE Wallet. Bank transfer is possible on request after ID verification; processing times depend on your bank.
Submit your request within 24 hours of delivery (or expected delivery time if undelivered).
Perishables/food quality should be reported as soon as possible (ideally within 1 hour of delivery) with photos.
Late claims may be declined due to evidence limitations (food safety, chain of custody).
Open the order in the app → Help / Refund.
Select the reason and attach evidence (photos/notes).
Support investigates (may contact you, the vendor, and/or the courier).
Decision and refund/credit are communicated in-app; track status in your Support Inbox.
Full refund: never delivered; completely defective; unsafe to consume; wrong order entirely.
Partial refund: missing items, incorrect items among others correct, excessive delay with still-usable food, minor damage not affecting safety.
Delivery-fee adjustments: when the service component (timeliness) fell short but items remain usable.
HomeFood (Mothers / Home-cooked Meals)
Due to perishability, right to change mind doesn’t apply after prep/dispatch.
Temperature/safety concerns → photo evidence required; where unsafe, expect full/partial refund plus vendor quality review.
Grocery / Marketplace
Substitutions occur only if you opted in; price differences are adjusted. Unapproved substitution → refund for item or re-delivery.
Fresh produce assessed by visible spoilage at delivery time (photos required).
Pharmacy
No returns on prescription medicines or sealed health items once opened, unless delivered wrong/damaged. OTC follows general rules.
Prescription validation errors: order canceled and refunded (less any irrecoverable fees if caused by invalid documentation).
Parcel
Refunds relate to service failure (undelivered/late) or damage with proof. Content restrictions apply; improper packaging by sender may limit remedies.
If the driver cannot deliver because of invalid address, no access, or no response after reasonable attempts (calls/messages/wait time), the order may be canceled without refund for perishables. We may still refund delivery fees partially at our discretion if our routing caused the issue.
If you file a chargeback, MAXE will submit delivery proof, GPS logs, order/chat records. Outcomes follow card-scheme rules. Parallel refund requests may be paused during issuer investigation to avoid double compensation.
We protect honest customers and partners. MAXE may deny claims, revoke credits, or suspend accounts for:
Repeated claims inconsistent with PoD/GPS evidence.
Multi-account abuse or voucher farming.
Fabricated photos or falsified statements.
Severe cases may be escalated legally.
We aim to issue a decision within 72 hours after receiving complete evidence.
Complex cases (e.g., driver incident, vendor audit) may take longer; we keep you updated in-app.
If you disagree with a decision, reply in the same ticket to request one-time escalation for senior review.
Evidence you provide (photos, chats) and operational logs (PoD/GPS) are processed under our Privacy Policy for fraud prevention, quality assurance, and dispute resolution, then retained per legal requirements.
We may update this Policy to reflect service, legal, or safety changes. Material changes are notified in-app/email with the effective date.
