Frequently Asked Questions

Caramel is Uganda's all-in-one lifestyle platform. It connects you with the best shops, restaurants, events, hotels, salons, spas, and gyms — all in one app. Browse, book, and pay with Mobile Money or card, instantly and securely.

Caramel is available via our website and through the Caramel Android app on the Google Play Store. An iOS version is in development. The platform works fully from any mobile browser — no app required to shop or book.

Caramel is currently optimised for Uganda, with merchant coverage primarily across Kampala and major towns. We are expanding into other East African markets. International card payments are accepted, so you can purchase from anywhere — but delivery and in-person services are currently Uganda-based.

Yes. Every merchant on Caramel is vetted before listing. All payments go through Caramel Escrow — your money is only released to the merchant after confirmed fulfilment. If something goes wrong, our dispute resolution team steps in.

Our support team is available Monday–Friday, 8:30 am–6:00 pm, and Saturday, 9:00 am–2:00 pm. You can reach us via the in-app chat, email at support@caramel.ug, or WhatsApp.

Browse products by category or search for what you need. Select your product, choose any variants (size, colour, quantity), and add it to your cart. Go to checkout, confirm your delivery address, choose your payment method, and confirm. You'll receive an instant order confirmation via SMS and email.

Yes, you can add items from different merchants to your cart and check out in one transaction. Each merchant's items are fulfilled separately — you'll receive individual fulfilment updates per merchant.

Delivery arrangements vary by merchant. Some merchants offer in-house delivery; others offer in-store pickup only. Delivery options, costs, and estimated timescales are shown on each product page and confirmed at checkout. Caramel does not operate its own delivery fleet.

Return policies are set by individual merchants and are shown on each product listing. Generally, items may be returned within 48 hours of delivery if they differ materially from their description. Contact the merchant through the app to initiate a return. If the merchant is unresponsive, contact Caramel support to escalate.

Yes. Once a merchant confirms dispatch, you'll receive tracking updates in the app and via SMS. For in-house merchant deliveries, you can message the merchant directly through the platform for status updates.

Go to the Events section, find the event you want, and select your ticket type and quantity. Proceed to checkout, pay with Mobile Money or card, and receive your digital ticket instantly via email and in your Caramel account under "My Tickets".

Refund policies are set by individual event organisers and are stated on each event page. Generally, tickets are non-refundable within 48 hours of the event. If an event is cancelled by the organiser, Caramel coordinates a full refund to all ticket holders automatically.

Your digital ticket includes a unique QR code. Open your ticket in the Caramel app or from the link in your confirmation email and present it to the event staff at the door. No printing required. Ensure your phone has sufficient battery before attending.

Ticket transfer is available for most events. Go to My Tickets, select the ticket, and tap "Transfer". Enter the recipient's phone number or Caramel account. Transfers are instant. Some organisers disable transfers for specific events — this is shown on the event page.

Ensure your screen brightness is at maximum and the QR code is fully visible. If it still doesn't scan, show your booking confirmation email or SMS to the event staff as a backup. Contact Caramel support via WhatsApp if you have any issues at the door.

Go to the Restaurants section, select the restaurant, and tap "Reserve a Table". Choose your date, time, and number of guests. Confirm your details and pay any required reservation deposit. You'll receive an instant confirmation via SMS and email.

Cancellation and modification policies vary by restaurant. Most allow free cancellation up to 2 hours before the booking time. Some premium restaurants require 24-hour notice. The specific policy is shown on the restaurant page and in your booking confirmation.

Go to Hotels, select your property, choose your dates and room type, and review what's included. Proceed to checkout and pay. Your room is confirmed instantly — no waiting for approval. Your booking reference is all you need at check-in.

Cancellation policies are set by each hotel and are clearly shown before you confirm your booking. Policies typically range from free cancellation up to 24–48 hours before check-in to non-refundable rates. Refunds for eligible cancellations are processed within 3–5 business days.

This is a serious breach of our merchant standards. Contact Caramel support immediately via the app or WhatsApp. We will attempt to find an alternative for you and will process a full refund if the merchant cannot accommodate you. Repeated violations result in merchant suspension.

Go to the Beauty & Wellness or Spa section, select your preferred business, browse available services, and choose a time slot from the live availability calendar. Confirm your booking and pay. You'll receive an instant confirmation with the address and any preparation instructions.

Yes. Go to My Bookings, select the appointment, and tap "Reschedule". Choose a new time from available slots. Rescheduling is free if done more than 4 hours before the appointment. Late rescheduling policies vary by merchant and are stated in your booking details.

Go to My Bookings and tap "Cancel". Cancellation policies vary by merchant — most offer a full refund if cancelled more than 4 hours in advance. Same-day cancellations may incur a partial charge. The exact policy is shown on the service page before you book.

Go to the Gym & Fitness section, select the facility, and choose from available pass options (day pass, class pass, monthly membership). Complete payment and your pass is activated immediately — show your Caramel confirmation at the reception or scan the QR code at the entrance.

Caramel accepts MTN Mobile Money, Airtel Money, Visa, and Mastercard. For registered users, Caramel Wallet enables one-click payments using your stored balance. Eligible users can also pay using a Letshego MicroLoan with repayment periods of 3, 5, 7, 15, or 30 days.

Caramel Wallet is your in-app digital wallet. Load it via Mobile Money or card and use it for instant, one-click purchases across all categories. Wallet payments are confirmed with your 5-digit Caramel PIN and do not require a USSD prompt — making checkout faster.

When you pay on Caramel, your funds are held in our escrow account — not paid directly to the merchant. Once you confirm you've received your order, attended your event, or completed your appointment, the funds are released to the merchant. If something goes wrong, escrow protects you.

Caramel MicroLoan, powered by Letshego, lets you complete a purchase now and repay later. Select MicroLoan at checkout, choose your repayment period (3–30 days), and Letshego creates and uses a microloan on your behalf. Eligibility is assessed automatically. This option is available to registered and verified Caramel users only.

If you are eligible for a refund (based on the merchant's policy or a confirmed cancellation), the refund is processed to your original payment method. Mobile Money refunds typically arrive within 1–2 hours. Card refunds take 3–5 business days. Caramel Wallet refunds are instant.

A small service charge applies to some transactions. For registered and logged-in users, the service charge is reduced. The exact amount is always shown at checkout before you confirm payment — you will never be surprised by hidden fees.

Tap "Sign Up" on the Caramel app or website. Enter your mobile number or email, create a password, and verify via OTP. Your account is active immediately. Some features (like MicroLoan and Caramel Wallet) require a one-time identity verification step.

For your account password: tap "Forgot Password" on the login screen and follow the OTP reset flow. For your Caramel Wallet PIN: go to Settings > Wallet > Reset PIN and verify your identity via OTP before setting a new one.

No. Caramel permits one account per individual. Creating multiple accounts to exploit promotions or circumvent restrictions is a violation of our Terms and will result in permanent closure of all associated accounts.

Contact support@caramel.ug to request account closure. Any pending orders, bookings, or wallet balances will be settled before closure. Account closure is irreversible — all your data, booking history, and Caramel Points will be permanently deleted.

Caramel Points are our loyalty rewards. You earn points on every purchase, booking, and review. Points can be redeemed for discounts on future transactions at a rate of 100 points = UGX 1,000. Points expire 12 months after they are earned. View your balance in the app under Account > Caramel Points.