Terms and Conditions – Mela Service

Effective Date: March 2026
Platform: Web, Android, and iOS Applications
Jurisdiction: Ethiopia

1. Overview

Mela Service is a multi-vendor on-demand platform operating in selected cities of Ethiopia. It connects customers with service providers offering services such as maintenance, installation, building, cleaning, shifting, beauty, catering, and consultancy. These Terms and Conditions govern the use of the platform by both customers and providers.

2. Definitions

• Customer: A user who browses, requests, and receives services via the Mela Service platform.
• Provider: A business entity or individual who subscribes to Mela Service, adds servicemen, and delivers services to customers.
• Serviceman: A handyman or technician assigned by the provider to perform the requested service.
• Platform: The Mela Service web, Android, and iOS applications.

3. Customer Terms

3.1 Service Requests

• Customers may select listed services or submit customized requests.
• Requests are sent only to providers subscribed to the relevant category and subcategory.
• Customers receive multiple offers and may choose the best one based on price, reputation, or availability.

3.2 Booking & Confirmation

• Once an offer is accepted, the booking is confirmed and a serviceman is assigned.
• Customers receive appointment details via the app.

3.3 Service Delivery

• The serviceman arrives at the customer’s location or collects the device for off-site work.
• Customers must ensure access and cooperation for service completion.

3.4 Payment

• Payment is currently cash only, collected by the serviceman after service completion.
• Price listed on services are minimum values, will change with negotiation.
• Customers must pay the agreed amount as per the accepted offer.

3.5 Feedback

• Customers are encouraged to rate and review the service after completion.

4. Provider Terms

4.1 Subscription & Access

• Providers must subscribe to access the platform and receive service requests.
• Subscription fees are non-refundable unless otherwise stated.

4.2 Service Categories

• Providers may select service categories and subcategories during onboarding.
• Only subscribed categories will receive customer requests.

4.3 Managing Servicemen

• Providers may add and manage servicemen via the dashboard.
• Providers are fully responsible for the conduct, quality, and performance of their servicemen.

4.4 Bidding & Offers

• Providers respond to customer requests with offers including pricing and terms.
• Offers must be clear, fair, and competitive.

4.5 Service Fulfillment

• Providers must assign servicemen promptly and ensure timely service delivery.
• Failure to deliver services may result in penalties or account suspension.

4.6 Payment Handling

• Providers must track cash payments collected by servicemen.
• Mela Service is not responsible for cash handling disputes.

5. General Terms

5.1 Prohibited Conduct

Users (customers and providers) may not:

• Use the platform for illegal activities.
• Misrepresent identity or qualifications.
• Interfere with platform operations or security.
• Harass, abuse, or defraud other users.

5.2 Liability

• Mela Service is a facilitator and is not liable for service outcomes, damages, or disputes.
• Providers assume full responsibility for service quality and customer satisfaction.

5.3 Termination

• Mela Service may suspend or terminate accounts for violations of these terms.
• Users may deactivate their accounts at any time.

5.4 Changes to Terms

• These Terms may be updated periodically. Continued use of the platform implies acceptance of the revised terms.

6. Governing Law

These Terms are governed by the laws of Ethiopia. Disputes shall be resolved under Ethiopian jurisdiction.

7. Contact Us

Mela Service
Email: contact@service.et
Phone: +251-911-530217
Address: Addis Ababa, Ethiopia.