E-Commerce Platform Rules & Store Owner Obligations

1. Registration & Identity

• Each store must provide accurate and complete information during registration (store name, contact details, physical address, and valid email).
• Store owners must be legally authorized to operate a commercial activity in Morocco.
• inStoore may verify the store's physical premises and identity before activating the account.
• Any change in store ownership or contact details must be promptly communicated to inStoore.

2. Product Listings

• All products must be accurately described with truthful information (price, images, specifications, stock availability).
• Products must comply with Moroccan regulations (safety, labeling, import requirements).
• Prohibited items include: counterfeit goods, illegal substances, weapons, and any product whose sale is prohibited by Moroccan law.
• Product images must be original or properly licensed. Using copyright-infringing images is prohibited.
• Prices must be displayed in MAD and include all applicable taxes.

3. Order Fulfillment

• Orders must be processed and shipped within the timeframe communicated to the customer (typically 24-72 hours).
• If a product is out of stock, the store must notify the customer immediately and offer a full cancellation.
• Stores are responsible for ensuring orders are delivered to the correct address provided by the customer.
• Stores must use reliable delivery carriers and provide tracking information where possible.

4. Customer Service

• Stores must respond to customer inquiries within 24 hours via WhatsApp or phone.
• Customer complaints regarding product quality, delivery, or returns must be handled promptly and fairly.
• Stores must honor the legal warranty of conformity and warranty against hidden defects as provided by Moroccan law.
• Stores must process returns and refunds in accordance with the store's stated return policy and within 14 days of receiving the returned product.

5. Compliance with Consumer Protection Law

All stores must comply with Moroccan Law No. 31-08 on Consumer Protection, including but not limited to:

• Providing clear and accurate pre-contractual information (price, product characteristics, delivery terms, right of withdrawal).
• Honoring the customer's 14-day right of withdrawal for distance purchases.
• Delivering products that conform to the description and are free from hidden defects.
• Not engaging in unfair commercial practices.

6. Pricing & Campaign Rules

• Stores may set their own prices and offer promotions. Promotional prices must be genuine (not artificially inflated before the promotion).
• Interest campaigns (for out-of-stock products) are subject to a service fee set by inStoore. Campaigns must not mislead customers about availability.
• Stores must clearly communicate any conditions or restrictions on promotional offers.

7. Reviews & Feedback

• Stores may not post fake reviews about their own products or competitors' products.
• Stores may not offer incentives (discounts, free products) in exchange for positive reviews.
• Stores may request removal of reviews that violate platform rules (false, abusive, or unrelated to the product).

8. Prohibited Conduct

• Selling counterfeit or unauthorized products
• Misleading customers about stock availability or delivery times
• Engaging in price gouging during high-demand periods
• Attempting to contact or transact with customers outside the inStoore platform for orders placed through inStoore
• Sharing customer personal data for purposes other than order fulfillment
• Any form of discrimination or harassment

9. Account Suspension & Termination

• inStoore reserves the right to suspend or terminate a store's account for violation of these rules, without compensation.
• Before suspension, inStoore will generally provide a warning and an opportunity to correct the violation, except in cases of serious or repeated violations.
• Upon termination, all pending orders must be fulfilled or refunded by the store.
• The store's products will be removed from the platform upon account deactivation.

10. Fees & Payments

• Campaign service fees are set by inStoore and communicated to stores. Fees are non-refundable once a campaign is activated.
• inStoore reserves the right to introduce or modify platform fees with prior notice to stores.
• All fees are exclusive of taxes unless stated otherwise.

11. Data Protection

• Stores must comply with Moroccan Law No. 09-08 on the Protection of Personal Data.
• Customer data (names, phone numbers, addresses) provided through the platform may only be used for order fulfillment and may not be shared with third parties without the customer's consent.
• Stores must implement appropriate security measures to protect customer data.

12. Modifications

inStoore reserves the right to modify these rules at any time. Stores will be notified of significant changes. Continued use of the platform after changes take effect constitutes acceptance of the new rules.

13. Governing Law & Disputes

These rules are governed by Moroccan law. Any disputes between inStoore and a store shall first be resolved through amicable negotiation. If no resolution can be reached, the competent courts of Morocco shall have jurisdiction.

14. Contact

For questions regarding these rules, please contact:

• Email: contact@instoore.ma
• WhatsApp: +212 600 000 000