General Terms of Sale

These General Terms of Sale ("GTS") govern the booking of vehicle rentals made by Customers on the KARAVEL platform at www.karavel.ma and through the KARAVEL mobile app.

They apply to any Booking made on the Platform and complement KARAVEL's Terms of Use and Privacy Policy.

KARAVEL acts as a commercial intermediary between the Customer and the Rental Partner. The rental contract is concluded directly between the Customer and the Partner; KARAVEL is not a party to it.

Any Booking implies the full and unconditional acceptance of these GTS by the Customer.

2.1 Booking steps

The Booking is made through the following steps:

• Search: pickup and drop-off locations, dates and times.
• Selection: the Customer picks a vehicle among the displayed offers.
• Options: child seat, GPS, additional driver, extra insurance, etc.
• Information: personal details and main driver details.
• Validation: the Customer accepts the GTS, Terms of Use and Privacy Policy, then pays.
• Confirmation: an email and SMS with the voucher are sent to the Customer.

2.2 Eligibility

To make a Booking, the Customer must:

• Be an adult (18+) individual or a duly represented legal entity.
• Hold a valid driver's licence issued at least 2 years ago, unless otherwise stated by the Partner.
• Have a valid payment method (CMI, Visa, Mastercard, American Express).
• Provide accurate and complete information.

2.3 Minimum driver age

Set by each Partner and displayed on the vehicle page. Generally 21 years old, sometimes with a young-driver surcharge for under-25s.

2.4 Booking confirmation

A Booking is confirmed only upon receipt of payment and dispatch of the voucher. The voucher must be presented at pickup, in printed or digital form.

3.1 Displayed prices

Prices are in Moroccan dirhams (MAD), all taxes included. EUR and USD indications are provided at the current exchange rate.

The price includes: rental for the requested duration, chosen options, base insurance, taxes.

It does not include (unless stated): fuel, tolls, fines, exceptional cleaning, early-return fees, extensions, mileage overages, repair costs.

3.2 Security deposit

A security deposit is required by the Partner at pickup to cover potential damages or specific charges. Its amount appears on the vehicle page and is confirmed on the voucher.

It is charged or pre-authorised by the Partner directly, outside the Platform, and released at the end of the rental subject to the absence of damages.

3.3 Accepted payment methods

Payment is secured by the 3D Secure protocol in accordance with Moroccan regulations.

• Moroccan bank cards via CMI.
• International cards (Visa, Mastercard, American Express) via Stripe.
• Any other method offered by the Platform.

3.4 Payment security

KARAVEL does not store card numbers. Transactions are processed by CMI and Stripe under PCI-DSS.

In case of suspicious activity, KARAVEL may cancel the Booking and notify the competent authorities.

3.5 Invoicing

A receipt can be downloaded from the Customer area. The official rental invoice is issued by the Partner at pickup, in accordance with Moroccan tax law.

4.1 Modification request

The Customer may request changes (dates, location, vehicle, options) at least 48 hours before the scheduled pickup.

Changes are subject to Partner availability and may lead to a price adjustment.

4.2 How to request

From the Customer area or by email at contact@karavel.ma. Any accepted change results in a new voucher.

5.1 Standard cancellation policy

Unless otherwise stated on the vehicle page:

5.2 No-show

A "no-show" is when the Customer fails to appear at pickup without prior cancellation. The full amount is retained.

5.3 How to cancel

From the Customer area or by email at contact@karavel.ma. The date and time received by KARAVEL prevail.

5.4 Refund timelines

Refunds are issued to the original payment method within 7 to 14 business days. This may vary depending on the issuing bank.

5.5 Cancellation by the Partner or Platform

If cancelled by the Partner (unavailability, force majeure, etc.) or the Platform, the Customer is fully refunded. KARAVEL strives to offer an equivalent replacement vehicle.

No additional compensation may be claimed beyond the refund.

6.1 Documents to present

• Valid ID (national ID card, passport).
• Valid driver's licence issued at least 2 years ago.
• Booking voucher (printed or digital).
• Bank card in the main driver's name for the deposit.

6.2 Rental contract

The rental contract is signed directly between the Customer and the Partner at pickup. It governs vehicle condition, initial mileage, fuel level, etc.

The Customer should inspect the vehicle and report any pre-existing damage on the inspection report.

6.3 Refusal at pickup

The Partner may refuse handover if:

• Documents are not compliant.
• The driver does not meet age or licence-seniority conditions.
• The Customer refuses to pay the deposit.
• The Customer appears intoxicated or under the influence.

7.1 Customer commitment

The Customer agrees to use the vehicle with due care, in accordance with the Moroccan Highway Code and the rental contract.

7.2 Restrictions

Unless expressly authorised, the following are prohibited:

• Commercial use (taxi, ride-hailing, freight).
• Border crossings without prior consent.
• Lending the vehicle to an undeclared driver.
• Participation in races or rallies.
• Off-road use (unless 4x4 expressly authorised).
• Carrying more passengers than the vehicle capacity.

7.3 Fuel

The vehicle is handed over with a given fuel level and must be returned at the same level. Otherwise, missing fuel and a service fee are charged.

8.1 Location and time

The vehicle is returned at the agreed location and time. Any unauthorised delay triggers an extra day's billing and specific fees.

8.2 Vehicle condition

Returned clean and with all items provided (keys, documents, accessories). Otherwise, exceptional cleaning or replacement is billed.

8.3 Early or late return

No refund for an early return, unless agreed. For unauthorised late returns, late fees and legal action for unauthorised use are possible.

9.1 Base insurance

All vehicles are covered by base insurance (third-party liability and comprehensive) underwritten by the Partner, in accordance with Moroccan regulations.

9.2 Deductible

In case of damage, the Customer is liable for the deductible stated in the contract. Its amount is variable and shown on the vehicle page.

9.3 Additional insurance

The Customer may subscribe to additional cover (deductible waiver) at booking or pickup, for an additional fee.

9.4 Exclusions

Insurance does not cover, in particular:

• Damage caused by gross negligence or wilful misconduct.
• Use under the influence of alcohol or drugs.
• Use outside the authorised conditions.
• Theft by negligence (keys left in the vehicle, etc.).
• Damage to rims, windows, tyres (unless specific option).

10.1 Customer service

• Email: contact@karavel.ma
• Via the contact form on the Platform.

10.2 Complaints

Any complaint must reach KARAVEL within 30 days of the end of the rental, with all supporting evidence (photos, contract, invoices…).

KARAVEL undertakes to handle any complaint within 15 business days and to mediate between the Customer and the Partner.

11.1 Amicable resolution

The parties will seek to resolve any dispute amicably. KARAVEL provides a free mediation service.

11.2 Jurisdiction

Failing that, any dispute will fall under the exclusive jurisdiction of the Commercial Court of Casablanca, subject to consumer-protection public-order rules.

11.3 Applicable law

These GTS are governed by Moroccan law.

KARAVEL and the Partners cannot be held liable for any failure due to a force majeure event (natural disasters, epidemics, wars, strikes, network outages, government decisions, border closures…).

KARAVEL will inform the Customer as soon as possible and offer an alternative (rescheduling, refund, etc.).

Personal data is processed in accordance with Law 09-08 on the protection of individuals with regard to the processing of personal data and KARAVEL's Privacy Policy.

Customer data is shared with the Partner strictly as needed to perform the rental; the Partner contractually undertakes not to use it for other purposes.

KARAVEL reserves the right to modify these GTS at any time. The GTS applicable to a Booking are those in force at the date of the Booking.

15.1 Severability

If any provision is held null or unenforceable, the others remain in force.

15.2 Entire agreement

These GTS, together with the Terms of Use and Privacy Policy, constitute the entire agreement between the Customer and KARAVEL regarding any Booking.