Privacy Policy
MELA APP
TERMS AND CONDITIONS
Last Updated: 06 June 2026
1. INTRODUCTION
Welcome to MELA (“MELA”, “we”, “our”, or “us”), a digital platform owned and operated by MELA Holdings.
MELA Holdings is a Pan-African technology and lifestyle ecosystem company that connects people, businesses, merchants, accommodation providers, property owners, event organisers, delivery partners, and communities through a unified digital platform.
MELA services include, but are not limited to:
Food Ordering and Delivery
Grocery Ordering and Delivery
Courier and Delivery Services
Accommodation and Travel Bookings (“MELA Stays”)
Property Listings and Real Estate Services
Event Listings and Ticketing
Merchant Marketplace Services
Digital Payment Services
Future products and services introduced by MELA Holdings
By accessing or using MELA’s website, mobile application, or related services, you agree to be bound by these Terms and Conditions.
2. ELIGIBILITY
Users must:
Be at least 18 years of age or have parental consent;
Provide accurate and complete registration information;
Comply with all applicable laws and regulations.
MELA reserves the right to suspend or terminate accounts that provide false, misleading, or fraudulent information.
3. USER ACCOUNTS
Users are responsible for:
Maintaining the confidentiality of account credentials;
All activities conducted through their account;
Ensuring information remains current and accurate.
4. PLATFORM SERVICES
MELA operates as a digital marketplace and technology platform.
MELA Holdings does not manufacture products, prepare food, own accommodation facilities, own listed properties, organise third-party events, or directly provide services listed by independent partners unless expressly stated.
Users acknowledge that transactions may occur between users and independent third-party service providers facilitated through the platform.
5. PAYMENTS
Payments may be processed through:
MTN Mobile Money (MoMo)
Debit and Credit Cards
Bank Transfers
Approved third-party payment providers
Users authorise MELA to process transactions related to services purchased through the platform.
Applicable fees may include:
Delivery Fees
Service Fees
Booking Fees
Taxes where applicable
Processing Fees
6. INTELLECTUAL PROPERTY
All trademarks, logos, software, content, branding, graphics, technology, databases, and intellectual property associated with MELA remain the exclusive property of MELA Holdings.
No content may be copied, reproduced, distributed, modified, or exploited without written permission.
7. LIMITATION OF LIABILITY
To the fullest extent permitted by law, MELA Holdings shall not be liable for:
Indirect losses;
Consequential damages;
Loss of profits;
Service interruptions;
Third-party conduct;
Merchant-related disputes;
Product defects;
Accommodation disputes;
Property disputes;
Event-related disputes.
8. GOVERNING LAW
These Terms shall be governed by the laws applicable within the jurisdictions in which MELA operates, with primary jurisdiction being the Kingdom of Eswatini unless otherwise required by local law.
9. CHANGES TO TERMS
MELA Holdings reserves the right to amend these Terms at any time.
Continued use of the platform constitutes acceptance of any updated Terms and Conditions.
MELA HOLDINGS
PRIVACY POLICY
Last Updated: 06 June 2026
1. OUR COMMITMENT
MELA Holdings is committed to protecting your privacy and safeguarding personal information collected through our websites, mobile applications, digital services, and partner ecosystem.
2. INFORMATION WE COLLECT
Personal Information
Full Name
Mobile Number
Email Address
Physical Address
Government-issued Identification (where required)
Payment Information
Transaction Information
Orders
Deliveries
Bookings
Property Enquiries
Event Registrations
Merchant Transactions
Technical Information
Device Information
IP Address
Browser Information
Location Data (with consent)
Application Usage Data
3. HOW WE USE INFORMATION
Information is used to:
Deliver services;
Process transactions;
Facilitate bookings;
Improve user experience;
Enhance platform security;
Prevent fraud;
Meet legal obligations;
Support customer service.
4. INFORMATION SHARING
Information may be shared with:
Merchants
Delivery Partners
Accommodation Providers
Property Owners
Event Organisers
Payment Service Providers
Regulatory Authorities where legally required
MELA Holdings does not sell user data.
5. DATA SECURITY
MELA Holdings maintains commercially reasonable technical, organisational, and administrative safeguards to protect personal information.
6. COOKIES
The platform may use cookies and similar technologies to:
Improve functionality;
Personalise experiences;
Analyse usage;
Support marketing initiatives.
7. USER RIGHTS
Users may request:
Access to their information;
Correction of inaccurate information;
Deletion of information where legally permissible;
Withdrawal of consent where applicable.
Requests should be submitted to:
8. CONTACT
Privacy Officer
MELA Holdings
Email: privacy@mymelaapp.com
Website: www.mymelaapp.com
MELA HOLDINGS
REFUND & CANCELLATION POLICY
Last Updated: 06 June 2026
OUR COMMITMENT
MELA aims to provide a fair and transparent refund process while balancing the interests of customers, merchants, delivery partners, hosts, property owners, and event organisers.
FOOD ORDERS
Refunds may be approved where:
Orders are not delivered;
Incorrect items are delivered;
Food is unsafe or significantly different from the order placed.
Orders cannot generally be cancelled once preparation has commenced.
GROCERY ORDERS
Refunds may be issued for:
Missing items;
Damaged items;
Incorrect items;
Unavailable stock.
Partial refunds may apply.
DELIVERY SERVICES
Delivery fees become non-refundable once a driver has been assigned and dispatched.
Exceptions may be considered where service failure results directly from platform error.
MELA STAYS
Unless otherwise specified by the accommodation provider:
Cancellation 48+ hours before check-in: Full refund
Cancellation 24–48 hours before check-in: Up to 50% refund
Cancellation less than 24 hours before check-in: No refund
Specific providers may apply different cancellation policies.
EVENTS
Event tickets are generally non-refundable except where:
The event is cancelled;
The event is materially changed;
Refunds are required by applicable law.
PROPERTY SERVICES
Property listing fees, promotional fees, and advertising fees are generally non-refundable once listings are published.
DUPLICATE PAYMENTS
Duplicate or accidental payments may qualify for a refund following verification.
REFUND PROCESSING
Approved refunds may take:
Mobile Money: 3–10 business days
Card Payments: 5–14 business days
Bank Transfers: 5–14 business days
Processing times may vary depending on financial institutions.
CONTACT
MELA Holdings
© 2026 MELA Holdings. All Rights Reserved.
