These terms explain how instore works and what you and we can expect from each other when you use instore.ma, a shop’s instore page or your instore account. They’re meant to be read: if anything is unclear, write to us.
About instore and these terms
instore is a platform that connects you with local shops — grocers, restaurants, cafés, barbers and more. On instore.ma you can find shops near you, and each shop also has its own instore page (such as yourshop.instore.ma, or a web address the shop uses with instore). There you can order for pickup or delivery, book an appointment and use one account with every shop.
By creating an account, placing an order or sending a booking request, you accept these terms. Our Privacy policy explains what we do with your personal data and is part of these terms. The English, French and Arabic versions are meant to say exactly the same thing.
instore and the shops
Every shop on instore is an independent business. When you order or book, your contract is with that shop, not with instore. The shop sells you its products or services, sets its prices and its opening hours, prepares your order and hands it over, and is responsible for all of this.
instore provides the technology: the pages, your account, the ordering and booking system and the tools shops use to receive and manage orders. We don’t sell or prepare anything ourselves, and we aren’t a party to the sale between you and the shop. A delivery is made by one of the shop’s own couriers or, when the shop uses instore’s delivery service, by a courier our team has added to that service.
A shop’s products, prices and opening hours come from the shop, and we show them as the shop publishes them. Its delivery area, minimum order and fees are set in its instore settings; the checkout shows them before you confirm.
Your account
One account, every shop. You sign in with your mobile number: we send you a one-time code on WhatsApp — or by text message (SMS) where we offer it — and the first code creates your account. There’s no password.
Real details. Use your real name and keep your details up to date: shops use them to prepare your order and to recognise you when you collect it.
Your codes are yours. Never give anyone a code that signs you in. A shop’s cashier may send you a different code, whose message names the shop: reading that one to the cashier signs no one in: it shares your details with that shop and, as its message says, creates your account if you don’t have one yet (see our Privacy policy). If you think someone else got into your account, sign out and write to us.
Your number is your account. Each phone number has one account. You can’t change your account’s number in the app; if you lose or change your number, write to us.
Age. To order, you must be able to enter into a contract under Moroccan law. If you’re under 18, use instore only with the permission of a parent or guardian.
Some sensitive actions — sending identity documents, downloading your data or closing your account — may ask you for a new code even when you’re already signed in.
Identity verification
Some shops accept orders only from verified accounts. Verifying is optional and done once for every shop: you photograph your ID card (CIN) or passport and take a selfie with your camera, and a person on our team checks them against the name on your account.
We may refuse a verification — for example if a photo is unclear or doesn’t match the name — and we tell you why so you can try again. While your verification is being checked, and once your account is verified, your name is locked so it keeps matching your ID; write to us if it needs correcting.
Shops never see your documents, only that your account is verified. Our Privacy policy explains how the photos are protected and kept.
Placing an order
You need to be signed in to order.
Before you confirm, the checkout shows the items and options you chose, the fees, any discount and the total. Check them — and, for delivery, your pin on the map.
Placing an order sends it to the shop. It’s confirmed only when the shop accepts it, and the shop may decline it — for example if an item is out of stock or it can’t take orders right now.
A shop can pause online orders at any time, and some products can be picked up but not delivered. The checkout tells you before you confirm.
If you choose a later time, the shop prepares your order for that time.
After ordering, you get a link to your order page, which shows how your order is progressing. Anyone with that link can see the order, including your name and delivery address, so keep it to yourself.
Prices, fees and payment
Prices are set by each shop and shown in its currency.
Your total can include a delivery fee (for delivery) and a service fee. Each one appears on its own line at checkout before you confirm.
You pay in cash: at the shop when you collect your order, or to the courier when it’s delivered. Paying by card online isn’t available yet. For a booking, you pay at your visit.
If something about the price or the products isn’t right, settle it with the shop — it’s the seller. Your order page lets you report a problem to it.
Changing or cancelling an order
Before the shop accepts your order, you can change its items or cancel it from your order page, and tell the shop why. If the shop accepts your order before your change reaches it, the order it accepted is the one that stands; your order page tells you so.
Once the shop has accepted it, you can no longer change or cancel it in the app. Contact the shop — its details are on your order page when it has published them. The shop can cancel it at your request.
The shop can decline or cancel an order for a reason: an item is out of stock, the shop is closed, you asked it to, you didn’t come to collect a pickup order, a delivery couldn’t be completed, or the order wasn’t genuine. Your order page shows that the shop cancelled it and why.
What comes back to you. When an order is cancelled or declined before you received it, any promo code, points or cagnotte it used come back to you automatically. If you edited an order and the shop accepted a version that used less, the difference comes back too. Points earned on an order that’s later cancelled are taken back.
Missed orders. Each shop can see how many of your orders at that shop it had to cancel because you didn’t come or because the order wasn’t genuine. Other shops never see this.
Pickup and delivery
For pickup, collect your order at the shop. Your order page shows its progress as the shop updates it.
For delivery, the courier follows the pin you placed on the map. Place it precisely, add useful details (a landmark, a floor) and keep your phone reachable.
A shop delivers only within its area and may ask for a minimum order; the checkout tells you before you confirm.
During a delivery you can follow the courier on the map and message the courier and the shop from your order page. Arrival times shown there are estimates.
If you can’t be reached or the courier can’t hand over your order, the shop may cancel it.
Bookings
Some shops, such as barbers, take appointment requests. A booking is a request until the shop confirms it, and the shop may decline it. The price shown is the shop’s price for the services you chose; you pay at your visit. To change or cancel a booking, contact the shop.
Points, cagnotte and promo codes
Some shops reward you with points, or with a cagnotte — a loyalty reward that grows as you buy and that you can spend on a later order at that shop. Each shop runs its own programme and sets its rules.
Points and cagnotte belong to the shop that gave them and can be used only there. They have no cash value, can’t be refunded or exchanged for money, and can’t be transferred to anyone else.
A promo code works only under its conditions (dates, minimum amount, shops, number of uses), which apply when you use it. It has no cash value.
If you close your account, you can no longer use your points or cagnotte.
Reviews, problems and messages
After an order is completed, you can rate it and write a review. Keep it honest and about your own order. Before a review appears, the shop or our team checks it and may decline to publish it or hide it — for example if it’s abusive, gives someone’s personal details or isn’t about the order. Published reviews show your first name only, and the shop may reply publicly.
If something went wrong with an order, use “Report a problem” on your order page; the shop answers you there. Refunds and replacements are the shop’s decision, as the seller.
Keep messages to couriers and shops polite and about the order.
Using instore fairly
When you use instore, don’t:
place orders or bookings you don’t mean to collect or receive, or use instore to harm a shop;
sign up with a phone number that isn’t yours, or pretend to be someone else;
send false identity documents or someone else’s photos;
harass, insult or threaten shop staff, couriers or anyone else;
post reviews or messages that are false, abusive or unlawful, or that give other people’s personal details;
try to get around our limits (for example on sign-in codes), get into accounts or systems that aren’t yours, or disrupt the service;
overload instore with automated requests or use it to collect other people’s personal data;
use instore for anything illegal.
We may suspend or block an account that breaks these rules, and shops may refuse its orders.
Availability and changes
We work to keep instore running, but we can’t promise it will always be available or free of errors. Sign-in codes depend on WhatsApp and, where offered, SMS; maps, address search and arrival estimates depend on the services listed in our Privacy policy. If one of them fails, some features may stop working for a while.
We may change, add or remove features. Shops may change their products, prices and hours, pause online orders or leave instore.
Responsibility
Each shop is responsible for what it sells and provides: its products and their quality and safety, its prices, the preparation of your order, delivery by its own couriers and its service.
We’re responsible for providing the platform — and, where a shop uses it, our delivery service — with reasonable care and skill. We’re not responsible for a shop’s products or behaviour, or for problems caused by events outside our reasonable control, such as an internet outage or a provider’s service going down.
As far as the law allows, we’re not liable for indirect losses, such as lost profits or lost opportunities, arising from your use of instore.
Nothing in these terms limits the rights Moroccan law gives you as a consumer — in particular Law 31-08 on consumer protection — or any liability that the law doesn’t allow to be limited.
Closing or blocking an account
To close your account, write to us at support@instore.ma. Once it’s closed, you can no longer sign in with that number, and your points and cagnotte can no longer be used. Orders you’ve already placed aren’t cancelled.
Our Privacy policy explains what happens to your data when your account is closed.
We may suspend or block an account that breaks these terms or is used for fraud or fake orders, or to protect shops, couriers or other customers. You can write to us to ask why.
Changes to these terms
We may update these terms when instore or the law changes; the date at the top shows the current version. If you keep using instore after a change, the new terms apply from then on. An order you placed before a change stays under the terms in force when you placed it.
Law and disputes
These terms are governed by Moroccan law. If you have a problem, write to us first: most problems can be solved quickly. If we can’t agree, the dispute will go before the competent Moroccan courts, without affecting the rights Moroccan consumer law gives you.
Contact
For any question about these terms, write to support@instore.ma. For a question about an order, the shop is usually best placed to help: its details are on your order page.
For businesses
Run a shop? instore is a point of sale that keeps selling offline, with an online page for every shop. instore for business