Terms of service

Scope

These terms govern use of the website and requests for medical transport services addressed to Ambulance Viva Maroc. They do not replace the specific terms agreed for an intervention.

Any request implies acceptance of these terms in the version in force at the time of the request.

Emergencies

Booking and confirmation

Requests may be made by phone or WhatsApp. They are confirmed only after validation by our team, subject to the availability of vehicles, crews and necessary equipment.

You agree to provide accurate and complete information about the patient, pickup location, destination and specific needs.

Response times

Response times are estimates. They depend on distance, traffic, weather, crew availability and the nature of the care required. They are not a contractual guarantee unless otherwise agreed in writing.

We will inform you as soon as possible of any difficulty likely to affect the intervention.

Care conditions

Care is provided by trained professionals using a vehicle and equipment suited to the situation, within the limits of the available information and medical prescriptions.

• Where possible, the patient should provide medical documents relevant to the care.
• Accompaniment by a relative depends on the patient's condition, available space and the crew's instructions.
• Some transports may require a prescription, authorisation or the presence of a healthcare professional.
• We may refuse or stop an intervention if there is a danger to the patient, the crew or others, or if information is clearly inaccurate.

Pricing, payment and insurance

Prices depend on the route, type of transport, equipment and staff involved. A quotation may be provided before the intervention.

Payment and insurance arrangements are confirmed before the service. Cover depends on the patient's policy and insurer; we do not guarantee reimbursement.

Unless otherwise agreed, amounts due must be paid according to the arrangements agreed at the time of booking.

Cancellation

Any cancellation should be reported as early as possible by phone or WhatsApp. Depending on the stage of preparation, distance already travelled and resources deployed, cancellation or call-out fees may apply.

Specific cancellation terms are confirmed at the time of booking where appropriate.

Liability

We take reasonable steps to provide a safe, quality service. Our liability may only be incurred within the limits provided by law and the terms applicable to the service.

We are not liable for delays or damage caused by circumstances beyond our control, including traffic, weather, decisions by authorities or failures of third-party services.

Force majeure

We cannot be held liable for any failure caused by a force majeure event, including a natural disaster, epidemic, strike, widespread outage, traffic restriction or any other unforeseeable and unavoidable circumstance.

Complaints

Any complaint may be sent using the contact details provided on the website. Please describe the facts, date and intervention references so that we can handle your request efficiently.

We strive to respond as quickly as possible and to find an amicable solution.

Governing law

These terms are governed by Moroccan law. Unless mandatory legal provisions provide otherwise, any dispute falls within the jurisdiction of the competent courts of Casablanca.