Terms of Service

These Terms of Service ("Terms") govern your use of the Viloo food delivery platform, including our mobile app and website at viloo.ma (together, the "Service"). By creating an account or placing an order, you agree to these Terms.

1. The Viloo Service

Viloo operates a marketplace that connects customers with independent partner restaurants and couriers. Viloo facilitates the ordering, preparation, and delivery of food; the restaurant is responsible for preparing your food, and the courier is responsible for delivering it to the address you provide.

2. Accounts

To place orders you need an account with accurate, up-to-date information, including a valid phone number so the restaurant or courier can reach you about your order. You are responsible for all activity under your account and for keeping your login credentials confidential. You must be at least 18 years old (or the age of majority in your country) to use Viloo, or be using it with the involvement of a parent or guardian.

3. Orders and Pricing

Menu items, prices, and availability are set by our partner restaurants and may change at any time. The total shown at checkout includes the food subtotal plus applicable delivery fees, service fees, and taxes. Once you confirm an order, you authorize us (and our payment providers) to charge the selected payment method. Menu photos are illustrative and the delivered items may vary slightly in appearance.

4. Delivery

Delivery times shown in the app are estimates and may vary due to traffic, weather, restaurant preparation time, or high demand. Please provide a complete and accurate delivery address with any access instructions. If the courier cannot reach you or access the delivery location after reasonable attempts, the order may be marked as undeliverable and may not be refundable.

5. Cancellations and Refunds

You may cancel an order free of charge only before the restaurant starts preparing it. Once preparation has begun, cancellations may not be possible or may not be refunded. If your order arrives damaged, incomplete, or significantly late, or if you are charged incorrectly, contact us at [email protected] within 48 hours with your order number and we will review your case. Approved refunds are returned to the original payment method.

6. Acceptable Use

You agree not to:

• Provide false information, impersonate others, or create multiple accounts to abuse promotions.
• Harass, threaten, or abuse restaurants, couriers, or support staff.
• Attempt to disrupt, reverse-engineer, or misuse the app, or interfere with other users' orders.
• Use the Service for any unlawful purpose or in violation of these Terms.

We may suspend or terminate accounts that violate these Terms, engage in fraud, or misuse the platform, with or without prior notice where necessary to protect users and partners.

7. Promotions and Loyalty

Promo codes, discounts, and loyalty benefits are subject to their own conditions (minimum order value, expiry date, eligible restaurants, one use per account, etc.). We may modify or withdraw promotions at any time, and we may withhold promotional credit in cases of suspected abuse.

8. Intellectual Property

The Viloo app, website, logo, and all related content are the property of Viloo or its licensors and are protected by applicable intellectual property laws. You may not copy, reproduce, distribute, or create derivative works from our content without our prior written permission. Restaurant names, logos, and menu content belong to the respective restaurants.

9. Limitation of Liability

To the maximum extent permitted by law, Viloo shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service, including issues related to food quality, preparation, or allergies — which remain the responsibility of the preparing restaurant. Our total liability for any claim relating to the Service is limited to the amount you paid for the order giving rise to the claim.

10. Food Allergies and Dietary Requirements

If you have a food allergy, intolerance, or dietary requirement, please check with the restaurant directly before ordering, as preparation takes place in restaurant kitchens. Viloo is not able to guarantee that any meal is allergen-free.

11. Governing Law

These Terms are governed by the laws of Morocco. Any dispute arising from or relating to the Service shall be submitted to the competent courts of Morocco, without prejudice to mandatory consumer-protection rules applicable in your country of residence.

12. Changes to These Terms

We may update these Terms when we launch new features or to reflect legal or operational changes. We will post the updated Terms on this page with a new "Last updated" date. Your continued use of Viloo after changes take effect constitutes acceptance of the updated Terms.

13. Contact Us

If you have any questions about these Terms, contact us at [email protected] .