Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you and Caramel governing your access to and use of the Caramel lifestyle commerce platform, including all associated websites, mobile applications, and related services (collectively, the "Platform").

By registering, browsing, purchasing, booking, or otherwise using the Platform you confirm that you:

• Are at least 18 years of age.
• Have the legal capacity to enter into binding contracts.
• Have read, understood, and agree to be bound by these Terms and our Privacy Policy.

• "Platform" — the Caramel website, mobile applications, and all associated services.
• "User" / "Customer" — any individual who accesses or uses the Platform to browse, purchase, or book.
• "Merchant" — any business or individual registered on Caramel to sell products or services.
• "Order" — a confirmed purchase of a product submitted through the Platform.
• "Booking" — a confirmed reservation for an event, table, hotel room, or service appointment.
• "Caramel Escrow" — the payment holding mechanism operated by Caramel under which customer payments are held and released upon confirmed fulfilment.
• "Caramel Wallet" — the in-app digital wallet feature available to registered users.
• "Caramel Points" — the loyalty rewards programme operated by Caramel.
• "MicroLoan" — the deferred payment facility offered in partnership with Letshego Finance Limited.

Caramel operates as a marketplace and booking platform that facilitates transactions between customers and merchants. Caramel is not a party to the underlying sale or service contract — that contract is between you and the relevant merchant.

Caramel is responsible for:

• Providing and maintaining the Platform.
• Verifying merchants before listing.
• Operating Caramel Escrow to hold and release payments.
• Providing dispute resolution support when customers and merchants cannot resolve issues directly.
• Processing refunds where applicable under these Terms.

Caramel is not responsible for:

• The quality, safety, legality, or availability of products or services listed by merchants.
• The accuracy of merchant-supplied listing content, menus, or pricing.
• Delivery of physical goods — unless specifically provided by a Caramel delivery partner.
• Actions taken by merchants outside the Platform.

You must create an account to purchase, book, or access certain features. By registering you agree to:

• Provide accurate, current, and complete registration information.
• Maintain and promptly update your account details.
• Keep your password and Caramel Wallet PIN confidential.
• Notify Caramel immediately of any suspected unauthorised account access.
• Accept responsibility for all activity occurring under your account.

Products (Shopping)

• An order is confirmed when you receive an order confirmation notification and payment is successfully processed.
• Cancellation of confirmed orders is subject to the individual merchant's cancellation policy as stated on their store page.
• You may request cancellation before a merchant confirms dispatch; once dispatched, the return policy applies.

Event Tickets

• Event tickets are confirmed immediately upon successful payment.
• Tickets are generally non-refundable unless the event is cancelled or postponed by the organiser.
• Where an event is cancelled by the organiser, Caramel will issue a full refund to all ticket holders automatically within 5 business days.

Restaurant Reservations & Service Bookings

• Bookings are confirmed immediately upon submission and payment of any required deposit.
• Cancellation policies are set by individual merchants and are disclosed at the time of booking.
• No-shows without prior cancellation may result in forfeiture of any deposit paid.
• Merchants must honour confirmed bookings. Failure to do so entitles you to a full refund and may result in the merchant's suspension.

Hotel Reservations

• Hotel bookings are confirmed upon payment. Specific cancellation and modification policies are shown before you confirm.
• Non-refundable rate bookings cannot be cancelled once confirmed.
• Flexible rate cancellations are processed within 3–5 business days of the cancellation request.

All payments on Caramel are processed through our secure payment infrastructure. Caramel Escrow holds your payment and releases it to the merchant only after you confirm fulfilment or 24 hours pass without a dispute being raised.

Accepted payment methods

• MTN Mobile Money
• Airtel Money
• Visa and Mastercard (via Flutterwave)
• Caramel Wallet (authenticated via 5-digit PIN)
• Letshego MicroLoan (for eligible registered users)

Service charges

A service charge applies to certain transaction types and is always disclosed at checkout before you confirm payment. Registered users pay a reduced service charge compared to guest checkouts.

Refunds

• Eligible refunds are returned to the original payment method.
• Mobile Money refunds: typically within 1–2 hours of approval.
• Card refunds: 3–5 business days.
• Caramel Wallet refunds: instant.
• Refund eligibility is determined by the applicable merchant cancellation policy and these Terms.

Caramel Wallet is a stored-value digital wallet available to registered users. By using the Wallet you agree that:

• Wallet funds must be loaded via supported payment methods.
• Wallet payments are authorised by your personal 5-digit PIN. Keep your PIN confidential.
• Caramel is not a licensed bank or financial institution. Wallet balances are not covered by deposit insurance.
• Wallet balances are not transferable to third parties and may not be cashed out except via refund of an eligible transaction.
• Caramel reserves the right to suspend Wallet access if fraudulent activity is suspected.

The MicroLoan feature is provided in partnership with Letshego Finance Limited and is subject to their lending terms and conditions in addition to these Terms.

• MicroLoan is available only to registered, identity-verified Caramel users.
• Eligibility is assessed automatically by Letshego at the time of checkout.
• By selecting MicroLoan you authorise Letshego to create a loan on your behalf to fund the transaction.
• Repayment periods of 3, 5, 7, 15, or 30 days are available. The repayment date is shown before you confirm.
• Interest rates and applicable fees are set by Letshego and disclosed before confirmation.
• Failure to repay on the agreed date may result in late payment fees and may affect your eligibility for future MicroLoans.

Merchants on Caramel agree to:

• Provide accurate and complete listing information including pricing, availability, and any applicable terms.
• Fulfil all confirmed orders and bookings promptly and to the standard described in the listing.
• Use customer data received through Caramel solely to fulfil the relevant transaction.
• Comply with all applicable Ugandan laws, including consumer protection, food safety, health regulations, and tax obligations.
• Respond to customer messages through the platform within a reasonable timeframe.
• Honour the cancellation and refund policies stated in their merchant profile.
• Not offer or accept payments outside the Caramel platform to circumvent Caramel Escrow or commission.

The following conduct is prohibited on Caramel and will result in account suspension or permanent termination:

• Creating fake reviews or manipulating merchant ratings.
• Using the platform to sell counterfeit, illegal, or unlicensed products or services.
• Harassing, threatening, or abusing other users, merchants, or Caramel staff.
• Attempting to circumvent Caramel Escrow, commission, or payment systems.
• Using automated tools (bots, scrapers) to access or extract platform data without permission.
• Creating multiple accounts to exploit promotions, circumvent restrictions, or misrepresent identity.
• Listing or promoting content that is defamatory, obscene, or violates any applicable law.

If you have a dispute with a merchant regarding an order or booking, please attempt to resolve it directly with the merchant via the in-app messaging system first.

If direct resolution is unsuccessful, contact Caramel Support within:

• 48 hours of delivery for product orders.
• 24 hours of the service appointment or event for bookings.
• 24 hours of hotel check-out for accommodation bookings.

Caramel will investigate disputes and may request evidence from both parties. Caramel's decision following a dispute investigation is final and binding on all parties.

To the maximum extent permitted by applicable Ugandan law:

• Caramel's total liability to any user for any claim arising from use of the Platform shall not exceed the value of the specific transaction giving rise to the claim.
• Caramel is not liable for: indirect, consequential, or incidental damages; loss of profits; damage caused by merchant non-performance; or damage caused by events outside Caramel's reasonable control.
• Caramel does not warrant that the Platform will be uninterrupted, error-free, or secure at all times.

These Terms are governed by and construed in accordance with the laws of the Republic of Uganda. Any disputes arising from these Terms that cannot be resolved through Caramel's dispute resolution process shall be subject to the exclusive jurisdiction of the courts of Uganda.

Caramel may update these Terms from time to time. We will notify you of material changes via in-app notification and email at least 14 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

The current version and effective date are shown at the top of this page.

For legal or Terms-related queries, contact:

• Email: legal@caramel.ug
• Support: support@caramel.ug
• In-app: Settings > Help > Contact Support
• Support hours: Monday–Friday, 8:30 am – 6:00 pm EAT