Terms & Conditions

For the purposes of these Terms:

You must be legally capable of entering into a binding agreement to use the mellow Service. Where required by applicable law, certain features of the Service may be subject to age restrictions or additional verification requirements.

By using mellow, you confirm that the information you provide to us is accurate and that you are authorised to use any payment method associated with your Transaction.

mellow provides technology that allows Users to independently identify and pay for goods offered by our Merchant Partners.

Users are responsible for ensuring that all items they intend to purchase are correctly added to their Checkout Session and paid for before leaving the relevant Merchant Partner's premises.

mellow does not take ownership of goods sold by Merchant Partners. The purchase of goods is between the User and the relevant Merchant Partner, subject to any additional terms that Merchant Partner may apply.

mellow may provide technology and support for the checkout process but does not control the availability, quality, condition or suitability of goods sold by a Merchant Partner.

To help protect the Service and our Merchant Partners, mellow applies different checkout limits depending on whether you are a Guest or a mellow Member.

mellow may operate a trust or verification system that determines the level of access available to individual mellow Members.

A Member's trust level may affect, among other things, the number of different items they may add to a Checkout Session or other limits applicable to their use of the Service.

Factors that may be considered when determining or increasing a Member's trust level include, but are not limited to:

The prices of goods purchased through mellow are determined by the relevant Merchant Partner.

mellow may charge a convenience fee for the use of its self-checkout Service.

The convenience fee is a charge for the convenience of using the mellow Service and may vary depending on the Transaction, Merchant Partner, Service or other applicable factors.

The applicable convenience fee will be clearly shown on the checkout page before you proceed to payment.

By proceeding with payment, you acknowledge and accept the displayed convenience fee and the total amount payable. Any applicable taxes, charges or fees will be displayed where required.

Users must provide a valid and authorised payment method when completing a Checkout Session. A Transaction is not considered complete until payment has been successfully processed or otherwise confirmed by mellow.

Users must strictly refrain from:

A Transaction may fail, be cancelled or remain incomplete due to payment issues, connectivity problems, technical errors, insufficient funds or other circumstances.

Where payment has not been successfully completed, the User must not remove the relevant goods from the Merchant Partner's premises.

If a payment is completed but the Transaction is not correctly reflected in the mellow Service, the User should contact mellow or the relevant Merchant Partner promptly. mellow may investigate and correct Transaction records where reasonably necessary.

All purchases made through mellow may be verified at checkout to help ensure that all items being removed from a Merchant Partner's premises have been properly recorded and paid for.

Users are responsible for ensuring that every item in their possession that is subject to payment has been correctly included in their Checkout Session and paid for.

Where available, mellow may provide Users with an electronic receipt or Transaction record following a successful purchase.

Users are responsible for reviewing their receipt or Transaction record and notifying mellow of any apparent error as soon as reasonably possible.

mellow may retain Transaction records for legitimate business, accounting, security, dispute resolution and legal purposes.

A working internet or data connection is required to use mellow.

The Service depends on an active internet connection to communicate with mellow's systems and, where applicable, the systems of Merchant Partners and payment providers.

mellow will not work without an internet or data connection. Users are responsible for ensuring that their device has sufficient connectivity, battery power and functionality to use the Service.

mellow is not responsible for interruptions caused by a User's device, mobile network, internet service provider or other connectivity issues outside our reasonable control.

mellow aims to provide a reliable and continuously available Service and will make reasonable efforts to maintain Service availability and uptime.

However, we cannot guarantee that the Service will be available at all times or that it will operate without interruption, delay, error or technical issues.

Where we become aware of a significant service interruption or issue, we will seek to communicate relevant information through appropriate channels.

mellow will not be responsible for any failure, delay, interruption or inability to provide the Service where this results from circumstances beyond our reasonable control.

Such circumstances may include, but are not limited to:

Users agree to use mellow honestly, lawfully and responsibly.

Users must not:

mellow Members are responsible for keeping their account credentials secure and must not knowingly share their account with another person.

Users should notify mellow promptly if they believe that their account has been accessed without their permission or that their account credentials have been compromised.

mellow may suspend or terminate accounts where we reasonably believe that an account has been misused, compromised, used fraudulently or operated in breach of these Terms.

Issues relating to the quality, condition, availability, returns or refunds of goods purchased through mellow may be subject to the policies of the relevant Merchant Partner.

Where appropriate, mellow may assist with resolving Transaction-related issues, but mellow is not responsible for the quality or condition of goods supplied by a Merchant Partner.

Nothing in these Terms limits any rights a User may have under applicable consumer protection laws.

From time to time, mellow or its Merchant Partners may provide promotions, discounts, rewards or other offers.

Unless otherwise stated, promotions may be subject to additional terms, eligibility requirements, expiry dates or usage limits.

mellow reserves the right to withdraw, amend or cancel a promotion where reasonably necessary, including where we suspect misuse, fraud or technical errors.

mellow may rely on third-party providers for services including payment processing, internet connectivity, identity verification, communications, hosting and other technology services.

The availability of the mellow Service may therefore depend on third-party systems.

mellow will take reasonable steps to work with relevant providers to maintain the Service but cannot guarantee the availability or performance of third-party services.

All intellectual property rights in the mellow Service, including its software, branding, logos, designs, technology and content, belong to mellow or its licensors.

Users are granted a limited, non-exclusive, non-transferable right to use the Service for its intended purpose.

Users must not copy, modify, reverse engineer, reproduce, distribute, sell or otherwise exploit any part of the Service without mellow's prior written permission, except where permitted by law.

mellow may collect and process information required to provide, secure and improve the Service. This may include account information, Transaction information, device information, payment-related information, identity verification information and information relating to use of the Service.

mellow will process personal data in accordance with applicable data protection laws and its Privacy Policy.

mellow may modify, improve, suspend or discontinue any part of the Service from time to time. Changes may be necessary to improve functionality, security, reliability, compliance or the overall User experience.

Where reasonably possible, mellow will communicate significant changes that materially affect Users through appropriate channels.

mellow may suspend, restrict or terminate a User's access to the Service where we reasonably believe that the User:

If you have a question, complaint or concern regarding the mellow Service, you should contact mellow using the contact details provided in these Terms.

Where a complaint relates specifically to the goods sold by a Merchant Partner, mellow may refer the matter to the relevant Merchant Partner.

We will make reasonable efforts to review and respond to complaints within a reasonable period.

mellow may update these Terms from time to time to reflect changes to the Service, applicable laws, security requirements, business operations or other relevant circumstances.

Where changes are material, mellow will communicate them through appropriate channels. Your continued use of the Service after updated Terms take effect constitutes acceptance of the revised Terms.

To the extent permitted by applicable law, mellow will not be responsible for indirect, incidental, consequential or unforeseeable losses arising from your use of, or inability to use, the Service.

This includes losses resulting from network failures, device failures, payment provider failures, Merchant Partner systems, service interruptions or other circumstances outside mellow's reasonable control.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.

To the extent permitted by applicable law, you agree to compensate mellow for reasonable losses, claims, costs or expenses arising from your unlawful use of the Service, fraud, deliberate misuse, theft, attempted theft or material breach of these Terms.

mellow may communicate with Users regarding Transactions, accounts, Service updates, security matters and other relevant information through appropriate channels (including email, SMS, in-app notifications, website, or telephone).

Users are responsible for ensuring that the contact information associated with their account is accurate and up to date.

mellow operates as a technology and self-checkout service provider.

Merchant Partners remain responsible for their own goods, pricing, stock, returns, refunds and other matters relating to the sale of their products, except where otherwise agreed between mellow and the Merchant Partner.

The use of mellow does not create an employment, agency, partnership or joint venture relationship between mellow and a User.

If mellow does not immediately enforce a provision of these Terms, this does not mean that mellow has waived its right to enforce that provision in the future.

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms, together with any policies or additional terms expressly referenced in them, constitute the agreement between you and mellow regarding your use of the Service.

Any additional terms presented to you when using a particular feature, promotion or service may also apply to your use of that feature, promotion or service.

These Terms are governed by and interpreted in accordance with the laws of Uganda.

Any disputes arising from or relating to these Terms or the Service will be subject to the jurisdiction of the courts of Uganda, unless applicable law requires otherwise.

If you have questions, complaints or concerns about these Terms or the mellow Service, you may contact us through: