Partner agency questionnaire

1. Agency name (trading name) and company name as shown on the licence?
2. How many years have you been operating? How many cars do you have in total?
3. Who runs the agency, and who will be our day-to-day contact?
4. Exact address and neighbourhood? Do customers collect the car from a car park?
5. Opening hours on weekdays, Saturday and Sunday? During Ramadan?
6. Can a customer collect or return a car outside opening hours? Under what conditions?
7. Which WhatsApp number will receive requests? Who answers it? Is there a backup number?
8. How quickly do you usually reply to a customer? In the evening? On Sundays?
9. Do you have a website, an Instagram or Facebook page, a Google listing? Which ones?
10. Which languages do you speak with customers: French, Arabic, English? Who speaks English if a tourist calls?

Deposit

1. What deposit do you ask for? Is it the same for every car?
2. How do you take it: cash, cheque, card hold, bank transfer? Which do you prefer?
3. Do you accept a bank-card deposit (pre-authorisation)? Do you have a card terminal?
4. When and how do you return the deposit? On the day of return? A few days later?
5. In which cases do you keep part of the deposit? How do you assess damage?
6. How do you handle fines (speed cameras) received after the rental?
7. Do you offer a “no deposit” option or a reduced deposit for a surcharge? At what price?

Payment

1. When does the customer pay: at handover, at return, or partly at booking?
2. Which payment methods do you accept: cash, card, bank transfer, online payment?
3. Do you ask for an advance to hold a car? How much? Is it refunded on cancellation?
4. Are your prices tax-inclusive? Do you issue an invoice?

Fuel and mileage

1. What is your fuel rule: full to full, or same level on return? What happens if fuel is missing?
2. Is there a daily mileage limit? How much? What is the price per extra kilometre?
3. Can the car leave Casablanca? Leave Morocco?

Driver

1. Minimum driver age? Minimum licence seniority?
2. Do you accept a foreign licence? Is an international permit required?
3. Is a second driver possible? Free or paid?
4. Which documents do you ask for at handover? Do you keep a copy?

Cancellation and late return

1. Until when can a customer cancel for free? What do you keep after that?
2. What do you do if the customer does not show up? How long do you wait?
3. What happens if the car is returned late? What tolerance? What rate after that?
4. Can a customer extend during the rental? How?
5. Do you have a minimum rental length? Weekly or monthly rates?

Insurance and incidents

1. What does the car’s insurance cover? What excess is the customer liable for?
2. What should the customer do in case of accident or breakdown? Do you provide a replacement car?
3. Do you do a photo inspection at handover and return? On what medium?
4. Do you use a standard contract? Can you send us a blank copy?

1. Do you deliver to Mohammed V Airport? At what price? Free above a certain rental length?
2. How does the airport handover work: someone waits at the exit with a sign, or the customer calls you?
3. Do you deliver at night (late flights)? With a surcharge?
4. Do you deliver to homes or hotels? In which neighbourhoods? At what price by distance?
5. Can the car be returned somewhere other than the agency (airport, another city)? At what price?
6. How much notice do you need for a delivery?

1. How many cars do you have, and how many are available for rent right now?
2. Which categories: economy, compact, SUV, premium, van? Which is most in demand?
3. How old are the cars? Do you renew the fleet regularly?
4. Which periods are full for you: summer, Eid, school holidays, Christmas, others?
5. Do you have different prices by season? How many tiers? On which dates?
6. Are your rates the same for all customers (residents, diaspora, tourists)?

Your cars (one line per car)

Availability

1. How do you know whether a car is free on a given date: notebook, Excel, software?
2. If we send you a request for two weeks from now, how quickly can you answer yes or no?
3. If a car becomes unavailable (breakdown, sale, long rental), how will you let us know?
4. Would you accept some bookings being confirmed automatically when your schedule shows the car free?

1. Where do your customers come from today: word of mouth, Instagram, Avito, Google, hotels, foreign websites?
2. Do you already work with a website or intermediary (Rentalcars, Discover Cars, brokers, hotels)? On what terms?
3. What share of your customers are Casablanca residents, diaspora, tourists, companies?
4. How many requests do you receive per week? How many become rentals?
5. How many customers book and then do not show up? What do you do about it?
6. What is the most frequent problem with a customer? How do you resolve it?
7. How do you handle a disagreement about damage at return?
8. What rental length is most common for you?
9. At what times do you receive the most requests? Do you answer in the evening and at weekends?
10. Do you ever turn customers away for lack of cars? In which periods?
11. What would make you refuse a customer?
12. If you could change one thing about how you work, what would it be?

To send us (a phone photo is enough)

• Car rental licence (Ministry of Transport)
• Fleet insurance certificate, with its validity date
• Trade register or business tax certificate
• A blank rental contract
• Bank details (RIB), for payouts

Photos of each car, if you already have them: in daylight, car clean, nobody in the frame

1. Front three-quarter, driver side
2. Rear three-quarter, passenger side
3. Side profile
4. Dashboard from the driver’s seat, engine on
5. Rear seats
6. Boot open

1. Do you agree to the agency’s name, address and logo appearing on the site?
2. Do you already have good-quality photos to send us? If not, when can we come and photograph the cars?

1. A 10% commission on completed rentals, nothing if the car is not rented: does that work for you? (5% for six months for the first ten partner agencies)
2. Would you rather the commission be deducted from what we pay you, or invoiced monthly?
3. The price shown on the site is your normal price, with no mark-up: do you agree not to add anything at handover?
4. If you cancel a confirmed booking, do you accept compensating the customer?
5. Can you commit to answering requests within 15 minutes during opening hours? Who will handle it?
6. Would you like to be among the first partner agencies and give us feedback after the first rentals?

What happens next

1. You send us your answers on WhatsApp, or we go through them together at the agency.
2. We come to photograph the cars and check the last details. Thirty minutes is enough.
3. Your cars go live. Each request lands on your WhatsApp with all the details; you confirm with one message.