Refund Policy – Mela Service
Effective Date: April 2026
At Mela Service, we strive to ensure customer satisfaction while maintaining fairness for service providers. This Refund Policy explains when and how refunds may be issued.
1. Eligibility for Refunds
Refunds may be granted under the following circumstances:
- Service Not Delivered: The provider fails to deliver the booked service.
- Incomplete or Poor Service: The service delivered is significantly different from what was agreed or is incomplete.
- Provider Cancellation: If the provider cancels and no suitable replacement is available.
- Technical Issues: Duplicate or erroneous payments caused by system or gateway errors.
2. Non-Refundable Situations
Refunds will not be issued if:
- The service has been completed as agreed.
- The customer provided inaccurate details or failed to ensure access for service delivery.
- Cancellation occurs outside the permitted window (see Cancellation Policy).
- Dissatisfaction is based solely on personal preference without evidence of poor service.
3. Refund Request Process
- Customers must submit a refund request via the Mela Service app or website within 7 days of the scheduled service.
- Requests must include booking details and a clear explanation of the issue.
- Refunds will be reviewed and approved by Mela Service’s support team.
4. Refund Method & Timeline
- Approved refunds will be processed through the original payment method.
- Processing time may take 5–10 business days, depending on the payment gateway and bank policies. (if paid online)
- Mela Service insist service provider to refund or cashback according to the rules. (if payment done with Cash After Service, CAS)
5. Partial Refunds
In cases where only part of the service was delivered or partially unsatisfactory, a partial refund may be issued after review.
6. Dispute Resolution
If disagreements arise between customers and providers regarding service quality, Mela Service will mediate and make a fair decision based on evidence provided.
7. Contact Us
For refund-related inquiries, please contact:
Mela Service
Email: contact@service.et
Phone: +251-911-530217
Address: Addis Ababa, Ethiopia.
