Platform Overview
Emollis is an e-commerce logistics management platform, accessible via emollis.ma, published and operated by the company Emollis, Morocco.
The platform allows sellers to manage their entire logistics cycle: parcel creation, pickup request, delivery tracking, return management, and COD (Cash On Delivery) billing.
By creating an account or using Emollis services, you accept without reservation these General Terms of Use. If you do not accept these conditions, you must stop using the platform.
Definitions
The company operating the emollis.ma platform.
Any physical or legal person registered on the platform to ship parcels.
Delivery agent employed or mandated by Emollis.
The recipient of a parcel, entered by the seller.
Payment method where the end customer pays upon delivery; the amount is collected by the courier and transferred to the seller by Emollis.
Any physical shipment entrusted to Emollis by a seller.
Secure web interface accessible after login, allowing the management of logistics operations.
Access to the Platform
3.1 Registration Conditions
Access to the platform is reserved for adults (18 years or older) and legally constituted entities in Morocco. The seller must provide, during registration:
- A full name and a valid email address
- An active Moroccan phone number
- The name and city of their store
- Photos of the front and back of their National Identity Card (CIN)
The account is activated after identity verification by the Emollis team. Emollis reserves the right to refuse registration without justification.
3.2 Account Security
The seller is solely responsible for the confidentiality of their login credentials. Any action carried out from their account is directly attributable to them. In case of suspected unauthorized access, the seller must immediately inform Emollis at support@emollis.ma.
3.3 Account Suspension and Termination
Emollis may suspend or terminate an account without notice in case of:
- Violation of these Terms of Service
- Providing false information during registration
- Fraudulent or abusive behavior
- Non-payment of sums owed to Emollis
A suspended account can no longer access the platform. An error message is displayed at login, inviting the user to contact support.
Services Offered
Emollis provides the following services:
Pickup
Collection of parcels at the seller's address by an Emollis courier.
Delivery
Shipment of parcels to end customers in the covered territory.
Return Management
Handling of undelivered or refused parcels, with credit note calculation.
COD Billing
Collection of the COD amount from end customers, reconciliation, and payment after deduction of fees.
Dashboard
Real-time tracking interface, generation of labels, pickup slips, and PDF invoices.
Notifications
WhatsApp and SMS alerts on events (creation, delivery, failure, payment).
Seller API
Programmatic access to platform features via API keys.
Geographical coverage is limited to cities listed in the Cities & Pricing section of the dashboard. Emollis may modify this coverage at any time.
Pricing and Billing
5.1 Delivery Fees
Delivery fees are calculated automatically upon creation of each parcel according to the current pricing grid, based on the destination city and weight of the parcel. The seller can consult this grid at any time in the Cities & Pricing section. Emollis reserves the right to modify its pricing grid. Any change will be notified to the seller with 15 days' notice.
5.2 Return Fees
Each returned parcel (undelivered or refused by the end customer) is billed a fixed 10 DH return fee, deducted from the calculated credit.
If the COD was not collected by the courier (failed delivery), no credit is generated.
5.3 COD Payments
COD amounts collected by couriers are transferred to the seller according to the defined frequency (weekly or monthly), after deduction of Emollis fees and any return credits. The seller receives a WhatsApp notification as soon as the transfer is made.
5.4 Invoicing
Summary invoices are generated automatically by Emollis at the end of each period. They are accessible from the dashboard in the Invoicing section.
Seller Obligations
The seller agrees to:
- Provide accurate and complete information for each parcel (customer name, phone, address, COD amount, weight, nature of the parcel).
- Ensure that parcels entrusted to Emollis are properly packed and do not contain prohibited goods.
- Be available or designate a representative at the pickup address during the agreed time slots.
- Not enter false phone numbers or addresses to bypass fees or commit fraud.
- Inform their end customers about using Emollis for delivery.
- Settle any sum owed to Emollis within the deadlines.
Prohibited Goods
It is strictly forbidden to entrust the following goods to Emollis:
Illegal Substances
Narcotics, drugs, or psychotropic substances.
Weapons & Explosives
Weapons, ammunition, and explosive materials.
Animals & Nature
Live animals.
Perishable Goods
Food not complying with health standards.
Counterfeits
Products violating intellectual property rights.
Monetary Values
Cash, gold bars, or securities.
Hazardous Materials
Flammable, toxic, or corrosive materials.
Illegal Articles
Any article prohibited by Moroccan legislation.
In case of non-compliance, Emollis reserves the right to retain the parcel, inform the competent authorities, and bill all incurred costs to the seller concerned.
Responsibilities
8.1 Responsibility of Emollis
Emollis is committed to deploying all reasonable means to ensure delivery of parcels within the announced timeframes. However, Emollis cannot be held responsible for delays or failures resulting from: incorrect information provided by the seller, force majeure (natural disaster, strike, government decision), refusal of the end customer upon delivery, or undeclared or prohibited content by the seller.
8.2 Loss or Damage of a Parcel
In case of proven loss or damage of a parcel attributable to Emollis, compensation may be considered upon written request to support@emollis.ma, within 7 days following the scheduled delivery date.
Compensation is capped at the declared value of the parcel or a maximum of 500 DH per parcel, unless specifically agreed contractually.
No compensation is due for parcels containing prohibited goods or incorrect information.
8.3 Responsibility of the Seller
The seller is solely responsible for the information entered in the parcels, the compliance of the shipped goods, and the fiscal obligations related to their commercial activity. Emollis is in no way co-responsible for the commercial relationship between the seller and their end customers.
Intellectual Property
All elements constituting the emollis.ma platform (logo, interface, source code, brand, editorial content) are the exclusive property of Emollis and are protected by Moroccan legislation on intellectual property.
Any reproduction, copy, or use for commercial purposes without prior written authorization from Emollis is strictly prohibited.
API Integration and Webhooks
Sellers with API access agree to:
- Not share their API keys with unauthorized third parties
- Use the API only for their own business activity
- Respect the rate limits in force
- Not attempt to access data belonging to other sellers
Emollis reserves the right to revoke any API access in case of abuse, without notice or compensation.
Platform Availability
Emollis is committed to maintaining the platform available 24/7, subject to planned maintenance operations, which will be announced in advance where possible.
In case of unforeseen interruption, Emollis cannot be held responsible for indirect commercial losses suffered by the seller.
Modifications to the Terms
Emollis reserves the right to modify these Terms at any time. The modifications take effect upon publication on emollis.ma.
The seller will be notified by email and/or WhatsApp. Continued use of the platform after notification constitutes acceptance of the new conditions.
Termination by the Seller
The seller can request the closure of their account at any time by writing to support@emollis.ma.
Termination takes effect after full payment of all sums owed to Emollis and processing of current parcels. Closed account data is deleted within 90 days (see Privacy Policy).
Applicable Law and Competent Jurisdiction
These Terms are governed by Moroccan law. In case of dispute, the parties agree to seek an amicable resolution within 30 days.
Otherwise, the dispute will be brought before the competent courts of the city of Tangier, Morocco.
Contact
For any questions regarding these General Terms of Use: