Refund and cancellation policy

Cancellation before performance

An order may be cancelled as long as its performance has not begun, using one of the means listed in the Contact section. Amounts paid are then refunded in full, less any non-recoverable bank fees. This deduction does not apply to a consumer who exercises the right of withdrawal, nor where the cancellation is made by SAMARA INVESTE MAROC.

Cancellation after performance has begun

If performance has begun, amounts corresponding to goods delivered, services performed and costs incurred with third parties are retained on presentation of supporting documents. The balance is refunded.

Consumer withdrawal

A consumer customer whose contract was concluded at a distance may withdraw under the conditions of article 11 of the general terms of sale and payment (Articles 36 and 38 of Law No. 31-08). The consumer exercises this right free of charge, using one of the means listed in the Contact section. The consumer is refunded the total amount paid, with no penalty and no deduction of bank fees, without delay and at the latest within fifteen days of the date on which the right was exercised (Article 37 of the same Law). Only the cost of returning delivered goods may remain payable by the consumer.

Cancellation by SAMARA INVESTE MAROC or unavailability

If SAMARA INVESTE MAROC cancels an order or cannot supply the product, goods or service ordered, it informs the customer without delay and refunds in full, with no deduction, the amounts paid for the part not performed. For a consumer customer whose contract was concluded at a distance, this refund is made without delay and at the latest within fifteen days of payment of the amounts paid (Article 40 of Law No. 31-08); after that, the amounts due bear interest at the statutory rate.

Declined, duplicate or incorrect payment

A payment declined by the gateway does not result in any amount being collected by SAMARA INVESTE MAROC. If a charge nevertheless appears on your account, write to us quoting the payment reference. A payment made twice or for an incorrect amount is refunded within ten business days of being identified. A payment that does not match any invoice, accepted quote or deposit issued by SAMARA INVESTE MAROC is refunded to the payment method used, on the same terms.

How refunds are made

Refunds are made using the original payment method: to the card charged for a card payment, by bank transfer for a transfer. The time for the funds to appear depends on the customer's bank, usually five to ten business days.

For a transfer received from abroad, the refund is executed by the bank of SAMARA INVESTE MAROC under the foreign exchange regulations: it may not exceed the foreign-currency amount originally received and takes place within one year of receipt of the funds, on presentation of the documents the bank requests. These conditions do not shorten the refund periods owed to consumers.

Contact

A request for cancellation, withdrawal or refund may be made by email to siminvestkarim@gmail.com, by phone on +212 6 64 12 68 17 or by post to the registered office, quoting the payment reference. A written request is recommended as proof. A reply is given within ten business days, without prejudice to the refund periods stated above.