Your privacy.
Our responsibility.

Mereyo Food Delivery Enterprises (“Mereyo”, “we”, “us” or “our”) operates the Mereyo website and mobile application and provides ordering and delivery services in Uganda. This policy explains how we handle personal information when you browse our website, use our app, place orders, use the Mereyo Wallet, send food gifts, arrange group orders or contact us. It also covers everyday essentials and health-product ordering where those services are offered.

Personal information is information that identifies you, or can reasonably be connected to you. Mereyo is responsible for the personal information it collects and uses for its own services. Payment operators, app stores, communication providers and other independent services may separately be responsible for information they process under their own policies.

For privacy questions or requests, contact customercare@mereyo.com or call 0394957084. This policy should be read alongside any applicable ordering, payment and delivery terms.

We collect information relevant to the services and features you use. Providing optional information is your choice. We do not need your date of birth, gender, ethnicity, income or contacts list simply to prepare and deliver a meal.

• Account and contact details: your name, phone number, email address and optional profile information when you provide them.
• Delivery information: your address, area, landmark, delivery instructions and the contact details needed to complete a delivery.
• Orders and preferences: items ordered, order history, meal instructions and feedback. Allergy or health-related details you choose to share may be sensitive; provide only what is necessary.
• Payments and wallet activity: payment phone number, amount, payment method, transaction reference, payment status, wallet credits, debits, refunds and withdrawal requests.
• Gift and group-order information: recipient details, gift messages, participant details and contribution records when these features are used.
• Support and technical information: messages you send us, relevant support records, and limited device, browser, IP address, access and error information needed to operate and protect the service.

We receive information directly from you, from a person placing an order for you, from payment or delivery confirmations, and from service providers where necessary. A person ordering for someone else should have permission to share their details. Mereyo still remains responsible for handling the information it receives appropriately.

We use personal information to provide the service you request, communicate with you and manage the relationship between you and Mereyo.

• Create and manage your account, verify login requests and keep your account secure.
• Prepare orders, check delivery coverage, assign the appropriate kitchen or branch and coordinate delivery.
• Process payments, maintain wallet records, reconcile refunds and handle withdrawal requests.
• Facilitate gifts, orders for other people and group orders.
• Send necessary order, payment, delivery and account updates, including verification codes.
• Answer enquiries, investigate complaints, resolve disputes and prevent fraud or misuse.
• Meet applicable legal, accounting and regulatory obligations.
• Improve the service using information proportionate to that purpose, and send optional marketing only where permitted.

We do not treat reading this policy as blanket consent for every use of your information. Where consent is required, we ask for it separately. We may also process information where permitted by Ugandan law, including where necessary to perform a contract you have requested or meet a legal obligation.

You can provide a delivery address and landmark manually. Where location-based features are available, your device may ask for permission to share your location. You can refuse or change that permission in your device settings; you will still need to supply sufficient address details for a delivery.

Location information is used to check coverage, help assign a suitable branch, calculate delivery options and coordinate your order. Rider-location information may be displayed for live delivery tracking where that feature is enabled. It is not a reason to collect customers’ continuous background location.

This website’s current address planner saves the address you enter in your browser. It does not request GPS access. Delivery staff should receive only the address, contact and instructions necessary to complete the assigned delivery.

When you pay or top up with Airtel Money or MTN Mobile Money, the relevant payment provider processes the payment. Mereyo uses the payment details and confirmation it receives to match the transaction to your order or wallet. Withdrawal requests may require details of your receiving account and proportionate verification.

If a paid app order is rejected and the payment is credited to your Mereyo Wallet, the related order, transaction and refund record is used to maintain the correct balance and resolve payment queries. Wallet records may need to be retained for legal, accounting, fraud-prevention or unresolved-balance reasons even if you ask to close your account.

Never send Mereyo your Mobile Money PIN or one-time payment authorisation code in a support message. Approve payments only through the payment provider’s official authorisation flow. The website’s current meal planner does not collect payment or perform wallet transactions.

Where enabled, verification codes and service messages may be sent through WhatsApp, SMS, email or in-app notifications. The selected messaging provider receives the destination number or address and message content necessary to deliver them. Requesting a login code or placing an order does not automatically subscribe you to promotional messages.

We keep support communications where needed to answer you, manage an order or investigate a complaint. Keep messages relevant and avoid sending sensitive documents unless they are necessary and you have been told how they will be handled.

The website’s call button opens your phone dialler or calling application. It does not itself record your call. If Mereyo introduces call recording, you will receive notice and any consent required by law before recording starts.

You can opt out of promotional messages using the available unsubscribe option or by contacting us. Necessary messages about an active order, payment, account security or a privacy request may still be sent.

We limit sharing to the information needed for a stated purpose. This can include:

• Mereyo staff and kitchens or branches responsible for account support, preparation, delivery and payment reconciliation.
• Assigned riders or delivery partners who need the recipient’s contact details, delivery address and instructions.
• Payment processors and Mobile Money operators for payments, refunds, wallet reconciliation and withdrawals.
• Hosting, technical-support and messaging providers acting to operate the service.
• Recipients or group participants, only to the extent necessary for the gift or group-order feature.
• Authorities or professional advisers where disclosure is required or permitted by law, or needed to handle a legal matter.
• A successor to the business in a lawful reorganisation or transfer, subject to appropriate protections and notice where required.

We do not sell personal information. When a provider processes information on our behalf, the arrangement should restrict it to the authorised service and include appropriate privacy and security obligations.

The current website uses localStorage on your device to remember your cart, delivery address and gift or group-meal plans. This allows you to return to your plan without entering it again. Saving a plan locally is not the same as submitting an order or sending it to Mereyo.

You can remove these saved entries using your browser’s site-data controls. Clearing them also clears your locally saved cart and plans. If you use a shared device, clear the site data when finished. Essential hosting or sign-in services may also use cookies or logs under their own notices.

If we introduce optional analytics or advertising cookies, we will explain their purpose and request consent where required. You can refuse optional tracking without being required to accept it as a condition of placing an order.

We use safeguards appropriate to the information and service, and limit access to people and providers who need it for their work. The website is served over HTTPS. No online service can guarantee absolute security.

Keep your phone, login codes and account access secure. Tell us promptly if you suspect misuse of your account or an incorrect payment. We will investigate security incidents and make notifications required by applicable law. This policy does not waive your statutory rights or Mereyo’s responsibilities.

We keep personal information only as long as needed for the purpose for which it was collected, an applicable legal obligation, or a legitimate unresolved issue such as a payment dispute or wallet balance.

Account and delivery details are kept while needed to provide and support the service. Transaction and wallet records are kept for applicable accounting, payment and legal requirements. Support records and security logs are kept for the period necessary to resolve issues and protect the service. There is no blanket seven-year retention period for every category of customer information.

When retention is no longer necessary, information should be deleted or anonymised. Information in backups may remain until the relevant backup is replaced or expires, with its use restricted in the meantime. Locally saved website plans remain in your browser until you clear them or your browser removes them. Contact us for the retention information applicable to your records.

Some hosting, communication or payment services may process personal information outside Uganda. Such processing must meet the conditions in Uganda’s Data Protection and Privacy Act and applicable regulations, including the required equivalent protection or valid consent, as applicable.

We do not claim that all Mereyo records are stored in a particular country. You may contact us for information about providers and safeguards relevant to your data. Further transfers must also comply with the applicable legal requirements.

Subject to applicable law and any permitted exceptions, you may request:

• Confirmation of whether Mereyo holds your personal information, and access to information about it.
• Correction or updating of inaccurate or incomplete information.
• Deletion, blocking or restriction of information where the law permits.
• An end to processing that requires your consent when you withdraw that consent.
• An end to direct marketing and information about who has received your data.
• A copy or transfer of your information where applicable law provides for it.

Email customercare@mereyo.com with “Privacy request” in the subject and tell us what you need. For account deletion, use “Delete my Mereyo account”. Include the phone number or email associated with the account; do not include a password, PIN or OTP.

We may request proportionate proof of identity to protect your information. We will respond within the time required by applicable law and explain any lawful reason why a request cannot be completed in full. Deletion of an account may not remove records we are legally required to retain or those needed to resolve an outstanding balance or dispute.

If you are not satisfied with how your personal information is handled, you may complain to Uganda’s Personal Data Protection Office (PDPO). You do not have to give up this right by contacting Mereyo first.

Children’s personal information requires additional protection. Where Mereyo needs to collect or process information relating to a child, we will obtain the required parent or guardian consent or rely on another basis specifically permitted by law. If you believe a child’s information has been provided improperly, contact us so we can investigate.

Health-product purchases and allergy instructions can reveal sensitive information. We limit such details to what is necessary for the requested service and obtain consent or another lawful basis required for the particular information. Do not provide a medical history or unrelated health details in ordinary order notes. Health-product ordering does not authorise Mereyo to use that information for advertising.

Links to Google Play, the App Store, Instagram, payment services or WhatsApp take you to services with their own privacy policies. Review those policies before sharing information with them. Their practices are not controlled by this website.

Where Mereyo chooses a provider to process information on its behalf, the existence of a separate provider policy does not remove Mereyo’s responsibility for that arrangement.

We may update this policy when our services, practices or legal obligations change. The updated policy will show a new revision date. Material changes should be brought to your attention through the website, app or a suitable service message; where a new use requires consent, an updated notice alone is not a substitute for that consent.

This policy is intended to operate under Uganda’s Data Protection and Privacy Act, 2019, and the Data Protection and Privacy Regulations, 2021, together with any other applicable laws. Mandatory legal rights take priority over wording in this policy.