Effective: June 1, 2025
This Policy governs all deliveries fulfilled through the MAXE app/website in Morocco. It should be read with our Cancellation Policy, Refund & Resolution Policy, Privacy Policy, and Terms & Conditions.
Active launch zones: Casablanca, Rabat, Marrakech (selected neighborhoods).
Coverage is dynamic and depends on real-time courier availability, vendor readiness, weather/traffic, and safety.
Your address eligibility and estimated delivery time (ETA) are shown at checkout.
MAXE may open additional cities or modules (e.g., Grocery, Pharmacy, Parcel) over time; when we do, the app will reflect serviceable zones and windows.
Standard food delivery windows (may vary by city/vendor):
Lunch: 12:00–16:00
Dinner: 18:00–22:00
ASAP and Scheduled options:
ASAP: we dispatch as soon as your vendor marks the order ready and a courier is available.
Scheduled: you can select a future window shown in-app. See the Cancellation Policy for cut-offs/lead times.
Holiday/Ramadan/Events: hours and windows may adjust; real-time availability always appears in-app.
For customers inside active zones, delivery is free at checkout.
When MAXE adds new modules or special services, any fees (if applicable) will be clearly shown before you confirm. No hidden charges.
Preparation begins after the vendor accepts your order.
Dispatch starts when the order is marked “ready” and a courier is assigned.
You’ll see live tracking (driver position/ETA) in the app.
To improve reliability and speed, MAXE may use batched or multi-drop routes within a zone where it doesn’t compromise food safety.
For your security and ours, couriers may:
Verify recipient details (name/phone) or request a one-time in-app code.
Capture PoD evidence (GPS stamp and/or a photo at the handoff point such as door/concierge).
For unattended drop (“leave at door”), PoD photo counts as delivery completion and risk transfers at that moment (see T&Cs).
We respect privacy: PoD photos avoid faces where possible and focus on the parcel/door area. See our Privacy Policy for details.
Provide complete address details (building, floor, apartment, gate codes, landmarks) and keep your phone reachable during the window.
For secured buildings/compounds, please authorize access or be available to receive the courier at the entry/concierge.
Couriers must follow road/parking and safety laws; they cannot enter restricted areas or compromise safety to complete a delivery.
Retrieve your order promptly upon arrival to maintain food quality (see §10).
Traffic, weather, vendor prep times, access checks, or safety incidents can impact ETA.
We update ETA in real time. If a significant delay occurs (generally ≥25 minutes beyond the last communicated ETA or outside the promised window), contact Support via the app; we’ll investigate.
Where the delay is attributable to our network (vendor/dispatch) and impacts usability/safety, remedies follow the Refund & Resolution Policy (e.g., delivery-fee credit, partial refund, or cancellation based on freshness and feasibility).
If the courier cannot reach you (invalid address, unreachable phone, access denied), they will attempt calls/messages and wait a reasonable period.
If still undeliverable:
Perishable foods may be returned or disposed of for safety.
Orders may be canceled per the Cancellation Policy.
Eligibility for refunds/adjustments follows the Refund & Resolution Policy (evidence-based).
Vendors must adhere to hygiene and safe-packaging practices; containers should be sealed and labeled where applicable (e.g., allergens).
We aim to preserve safe temperatures during transit; please consume promptly or refrigerate as appropriate.
If an item arrives damaged, spilled, or unsafe, open a Support ticket with photos as soon as possible (ideally within 1 hour of delivery) so we can assess and resolve quickly.
If you choose unattended drop, ensure the spot is safe, weather-appropriate, and accessible. PoD photo concludes delivery and transfers risk to you.
For concierge deliveries, the concierge’s acceptance/PoD is considered the handoff. Provide any building policies at checkout in the delivery notes.
Where COD is enabled, the courier collects the exact payable amount and may request an OTP or in-app confirmation to finalize.
Tips are optional and go 100% to the courier where supported by the app or when handed in cash. Tipping does not affect support outcomes.
HomeFood (Mothers / Home-Cooked)
Highly perishable; cancellations after dispatch are usually ineligible for refund (see Cancellation Policy).
We prioritize short routes and direct handoff. If food quality is impacted by delay, see Refund & Resolution.
Grocery / Marketplace
Substitutions only when you opt-in; differences are adjusted. Temperature-controlled items follow safe-handling rules.
Bulk or heavy items may require curbside handoff where building policies restrict elevator/porterage.
Pharmacy
Certain items may require age/ID verification at delivery. Prescription items follow legal dispensing rules; returns are restricted once sealed items are opened or dispensed (see Refund Policy).
Parcel
Sender is responsible for proper packaging and lawful contents. Delivery attempts and re-attempt eligibility depend on zone/time and safety.
Use in-app chat for live assistance, ETA questions, access issues, or to flag a potential delay/quality concern.
Keep push/SMS enabled so you don’t miss courier calls or Support updates during the window.
In case of extreme weather, major outages, public safety incidents, or other force majeure, we may pause or reschedule deliveries and will notify you in-app. Remedies, if any, follow our other policies.
We may update this Policy to reflect operational or legal changes. Material updates will be notified in-app/email with the effective date at the top.
