Clear terms.
Better ordering.

These Terms of Use apply to the Mereyo website, mobile application and related ordering services (“Platform”), operated by Mereyo Food Delivery Enterprises (“Mereyo”, “we”, “us” or “our”). They explain the conditions for using the Platform and for orders accepted by Mereyo.

Read these terms before placing an order. The Platform should give you an opportunity to review your selection, correct mistakes and see applicable charges before you confirm. Any additional conditions for a particular order, offer or service will be shown before you commit to it.

If you do not agree, do not submit an order or use features governed by these terms. Nothing here removes a consumer right or responsibility that cannot lawfully be excluded. Our Privacy Policy separately explains how personal information is handled.

Mereyo uses technology to make ordering and delivery convenient for customers in Kampala and Wakiso. Food on the Mereyo menu is prepared through Mereyo’s own kitchen or branches. Where everyday essentials or health products are offered, their availability, supplier information and any additional requirements must be clear at the point of ordering.

Orders may be routed to an appropriate nearby Mereyo branch, or the main branch where necessary, based on coverage, availability and operating conditions. Only options offered for your delivery address are available to order.

Menus, prices, delivery areas and operating availability can change. Advertised availability does not guarantee that every item can be supplied at every address or time. Features such as wallet payments, gifting and group orders apply where enabled.

The current website includes a locally saved cart and meal planner. These preview features do not place real orders, charge you or make wallet transactions. An order is submitted only through an enabled ordering channel that clearly confirms submission.

You must be at least 18 years old and legally able to enter a purchase agreement to place an order independently. A younger person should use the service only through a parent or guardian who places and takes responsibility for the order.

Provide accurate contact and delivery details and keep them up to date. Where login verification is required, use a phone number or email you control. Do not create an account pretending to be someone else.

Keep your account access and login codes private. Contact us promptly if you suspect misuse. We will investigate account problems; you are not automatically responsible for every unauthorised transaction regardless of its cause.

Review the items, quantities, delivery address, contact number, special instructions, payment method and total before submitting. Product photos may be illustrative; descriptions, options and the confirmed order determine what you purchase.

Submitting an order is a request for Mereyo to supply it. An acknowledgement, payment prompt or pending payment is not by itself confirmation that the kitchen can fulfil it. We communicate acceptance or rejection through the ordering channel or a service message.

An accepted order is subject to its confirmed items, price and delivery arrangements. If something becomes unavailable or a significant detail needs changing, we will seek your agreement to an alternative or provide an appropriate refund. We will not substitute a materially different item or increase the agreed price without your approval.

Keep your confirmation or receipt and quote the order reference when you contact support.

Prices are shown in Ugandan shillings (UGX) unless a different currency is clearly identified. Before a live order is confirmed, the total should include the item price, delivery charge, applicable taxes and any other charges payable to Mereyo.

If a Mobile Money operator or other provider charges a separate transaction fee, its own authorisation flow or notice governs that charge. A price change does not change an already accepted order unless you agree.

Free delivery, discounts and promotional codes apply only under the conditions shown with the offer, such as eligible meals, areas, minimum spend or expiry. Promotional credit may have different conditions from money you paid into your wallet; any restriction must be disclosed before you obtain or use the credit.

Do not create duplicate accounts, false referrals or fraudulent transactions to obtain offers. We may investigate suspected misuse and reverse benefits obtained improperly, with a reasonable explanation and a way to contact support.

Use only the payment methods offered for your order. These may include Airtel Money, MTN Mobile Money and the Mereyo Wallet. Cash or other payment methods are available only if displayed for that order.

You must be authorised to use the payment account. Approve Mobile Money payments through the operator’s official authorisation process. Never give Mereyo staff your Mobile Money PIN or a payment authorisation code.

We use a payment provider’s confirmation to match the payment to the order or top-up. A debit from your account with a pending order should be reported to support with the transaction reference. Do not repeatedly pay a pending transaction without first checking its status.

A third-party processor’s involvement does not remove Mereyo’s obligations to reconcile your order, investigate payment issues or provide refunds for which Mereyo is responsible.

The Mereyo Wallet lets you keep money for later use and pay for orders placed in the app. Top up through the Airtel Money or MTN Mobile Money options offered in the app. Your usable balance changes when verified top-ups, payments, refunds or withdrawals are recorded.

When a paid app order is rejected, its initial payment is automatically credited to your Mereyo Wallet. You can use that balance for future app orders or request a withdrawal to your local account. A wallet credit does not remove a right to another form of refund where applicable law requires it.

Withdrawal requests are subject to sufficient eligible balance, accurate receiving-account details and proportionate verification. Any applicable provider fee, limit or processing estimate must be disclosed before you authorise the request. Promotional credits are withdrawable only if the offer says so; they must be distinguishable from your paid-in money.

Report an incorrect balance or duplicate transaction promptly. A temporary hold for a genuine security or payment investigation should be proportionate and explained as far as legally permitted. Closing or suspending an account does not automatically forfeit your legitimate paid-in balance.

We do not promise interest or returns on wallet balances.

Provide a usable address, landmark and contact number, and make reasonable arrangements to receive the delivery. For an order sent to someone else, make sure the recipient can receive it and that you have permission to provide their details.

Delivery estimates depend on preparation, traffic, weather, address accuracy and other conditions. An estimate is not a guaranteed time unless we expressly agree to a guarantee. We remain responsible for communicating material delivery problems and handling a failure to supply appropriately.

Inspect your order when practical and report missing, incorrect, damaged or unsafe items promptly. Useful information may include the order reference, a description and photos, but a lack of photos does not automatically remove your legal rights.

If the rider cannot complete delivery, we may contact you to clarify the location or agree an alternative. Additional redelivery costs should be explained and agreed before another delivery is arranged. A failed delivery is assessed on its circumstances rather than an automatic refusal of every refund.

Tell us about an important dietary or allergy requirement before an order is accepted, and ask support if you need ingredient information. An instruction is a request; we must confirm whether it can be accommodated. Do not assume an item is free from an allergen simply because it is absent from a photo or short description.

We do not guarantee an allergen-free kitchen unless this is expressly stated and can be supported. Food may be prepared in an environment where other ingredients are handled. If we cannot meet a requirement, you can decline the proposed meal.

Food is intended for consumption within an appropriate period after delivery. Follow any storage or handling instructions. If food appears unsafe, stop consuming it and contact Mereyo. These instructions do not excuse unsafe preparation, misleading descriptions or other failures for which Mereyo is responsible.

Contact us as soon as you wish to change or cancel an order. Before acceptance, we will check whether it can be stopped and confirm the outcome. If payment has been collected for an order we do not accept or cannot supply, it must be refunded appropriately.

Once preparation or delivery has started, a voluntary change or cancellation may be limited by the work already done and the nature of the goods. Any proposed cancellation charge must be lawful, proportionate and explained; it is not a reason to deny a refund for Mereyo’s own failure to supply.

Statutory cancellation and return rights apply wherever the law provides them. Food, personalised or rapidly perishable items may be treated differently from other goods. This does not remove rights relating to an incorrect, unsafe, defective or undelivered order.

We will confirm whether a cancellation request was completed. A message requesting cancellation should not be assumed to have stopped an order until its status is confirmed.

If an accepted order cannot be supplied, or there is an error or other issue for which Mereyo is responsible, contact support so we can investigate and offer the remedy appropriate to the circumstances and your legal rights. This may be a replacement, correction, partial refund or full refund.

Refunds should include charges relating to an unprovided service where those charges must be returned. A refund is not automatically reduced by a non-refundable fee that was never disclosed or is unlawful.

Rejected paid app orders are credited to the Mereyo Wallet as described above. If you want to receive your money in a local account, request a withdrawal or an alternative refund where required by law. We will tell you how the refund is being processed and any relevant payment-provider processing time.

Refunds must be completed within the period required by applicable law. We do not impose a complaint deadline that extinguishes a statutory right. Reporting a problem promptly does help us investigate a perishable-food order.

For a gift or order for another person, you are responsible for checking the recipient’s details and obtaining permission to share them. Do not use gifts or delivery messages to harass someone or disclose sensitive information without permission.

In a group order, the organiser should review the combined order, delivery arrangements and contributions before submitting it. Each participant must be authorised to make their own contribution. The app should explain whether an order waits for all contributions or has another funding condition before it is confirmed.

A locally saved group or gift plan on this website does not send invitations, charge participants or dispatch food. Only the live app features offered at the time create those actions.

Cancellation or rejection of a funded group order should be reconciled against the contribution records. We will explain where each eligible refund is sent; the organiser is not automatically entitled to keep another participant’s refunded contribution.

This section applies only where these products are offered. Their descriptions, supplier details, restrictions, availability and any return conditions should be shown before purchase. Health products must be supplied in accordance with applicable authorisation, licensing and other legal requirements.

Mereyo’s ordering and delivery service does not provide medical diagnosis, prescribing or treatment advice. Follow the product label and seek advice from an appropriately qualified healthcare professional when necessary. Do not use a delivery request as an emergency medical service.

Prescription or otherwise restricted products must not be offered through an ordinary unrestricted checkout. Any lawful supply requires the relevant authorised supplier and the required prescription or verification process. A description on the Platform does not itself establish that Mereyo is a licensed pharmacy.

These statements do not exclude responsibility for unlawful supply, inaccurate descriptions or goods for which Mereyo is legally responsible.

Use the Platform for lawful ordering and communication. Do not impersonate others, use stolen payment details, submit fraudulent orders, harass staff or customers, introduce harmful software, bypass security or disrupt the service.

Reviews and feedback should describe your own experience, respect others’ privacy and avoid unlawful or abusive material. Mereyo may moderate material for these reasons, but legitimate criticism should not be removed merely because it is negative.

You retain rights in original content you submit. By submitting feedback or a review for publication, you give Mereyo permission to display and use it for the purpose for which you submitted it. This does not grant unrestricted ownership of your private communications.

Mereyo or its licensors own the rights in the Platform software, branding and content they supply. You may use the Platform for its intended purposes and save your receipts and these terms. Do not copy or exploit protected content without permission or another lawful basis.

Payment-provider and app-store names and logos belong to their respective owners. Their appearance identifies a service or download option and does not imply a partnership beyond what is actually agreed.

Contact us if you believe content on the Platform infringes your rights. Nothing in this clause restricts uses permitted by law.

Our Privacy Policy explains the personal information used for accounts, ordering, delivery, payments, wallet activity, support and browser storage. Read it alongside these terms. Using the Platform is not blanket consent to every type of personal-data processing.

Necessary confirmations, verification codes and order updates may be sent through the channels offered by Mereyo. Promotional communications are separate and can be stopped through the provided unsubscribe option or by contacting support.

The website call button opens your dialler or calling application. It does not by itself record calls or provide a browser calling service. Third-party communication services have their own terms and policies.

We take reasonable steps to operate the Platform, but maintenance, connectivity problems and other disruptions can occur. If a disruption affects an accepted order or a payment, contact us so it can be reconciled; a service outage does not automatically remove your right to a refund.

Each party remains responsible for losses for which the law holds it responsible. Mereyo does not exclude liability that cannot legally be excluded, including liability arising from fraud or other mandatory duties.

To the extent permitted by law, Mereyo is not responsible for losses caused solely by events outside its reasonable control or by your own unlawful misuse. We will still take reasonable steps to communicate and reduce the effect of such events.

We do not shift all risk of food safety, payment failures or delivery to customers through a blanket disclaimer. These terms do not override a statutory warranty or consumer remedy.

We may restrict access where reasonably necessary to address fraud, unlawful conduct, security risks or serious breaches of these terms. Where possible and legally permitted, we will explain the reason and give you a way to contact support or correct the issue.

You may request account closure through customercare@mereyo.com. Outstanding accepted orders, payments, refunds and legitimate wallet balances must still be resolved. Closing an account does not erase lawful obligations or automatically remove records retained under the Privacy Policy.

Suspension must not be used simply to avoid paying a valid refund or returning a legitimate balance.

Contact us with your order reference, contact details and a short explanation. We will investigate and tell you the next step. For payments, include the transaction reference rather than a PIN or OTP.

We aim to resolve disputes through direct communication. You are not required to waive access to a competent regulator, consumer remedy or court. Any agreed alternative dispute process should preserve mandatory legal rights.

These terms are governed by the laws of Uganda, subject to any other mandatory law that applies to a particular transaction. Disputes may be brought before courts or authorities with lawful jurisdiction. There is no compulsory foreign arbitration clause.

If part of these terms is unenforceable, the remainder applies only to the extent it remains lawful and workable.

We may update these terms when services or legal requirements change. The page will show the updated date, and material changes should be communicated through an appropriate channel. The terms disclosed and accepted for an order govern that order; later changes are not applied retrospectively without a lawful basis.

Where additional agreement is required for a new feature or charge, it must be obtained before that feature or charge applies. You may save or print these terms for your records.