Introducing Melltoo Commission Waivers

Melltoo Commission Waivers

In order to incentivize sellers and encourage them to offer their products for sale via Melltoo, Melltoo grants newly registered sellers a waiver of commission on their first three* listings.

*this is subject to change without advance notice

However, sellers are not allowed to create multiple user accounts for the purposes of avoiding commissions. If a seller is found to have created multiple accounts in order to avoid paying commissions, all of their transactions will be subject to retroactive commission fees. In such cases, an audit of the seller’s accounts will be conducted by the Melltoo Security and Anti-Fraud Enforcement (SAFE) team, and previously waived commission amounts will be deducted from their cash balance without prior notice.

Note: Any abuse of this commission waiver policy may result in the immediate suspension of your user account(s) without prior notice.

Melltoo PAY Terms & Conditions

Last Updated: 22 February 2021

Eligibility and Account Registration

To be eligible to use Melltoo Pay services, you must be at least 18 years old and a resident of the United Arab Emirates. You can only use Melltoo Pay services inside the United Arab Emirates and you must register with a phone number that you own.

As a service of Melltoo Marketplace, all account users of Melltoo Pay are subject to the legal and privacy policies of Melltoo Marketplace.

All verified users of Melltoo Marketplace automatically have an account on MelltooPay. You may also create a new account by connecting and verifying your mobile number. However, we reserve the right to require additional information for verification purposes in order to complete the account creation process.This information includes, but is not limited to, your name, email address, text-enabled cellular/wireless telephone number, postal address, date of birth and UAE or International ID identification. During the registration process, you agree that the personal information you provide to Melltoo Pay upon registration and at all other times will be true, accurate, current and complete, and you agree to maintain and update this personal information with us as necessary.

Identity Authentication

You hereby authorize MelltooPay, directly or through third parties, to make any inquiries we consider necessary to validate your identity and/or authenticate your identity and account information. This may include asking you for further information and/or documentation about your account usage or identity, or requiring you to take steps to confirm ownership of your email address, wireless/cellular telephone number or financial instruments (e.g. credit card), and verifying your information against third party databases or through other sources. This process is for internal verification purposes.

Non-accurate information or lack  thereof during a verification process may lead to permanent account suspension. Melltoo Pay will report fraud cases (as detailed) below and identity misrepresentation to authorities in charge.

Adding Money

As a service of Melltoo Marketplace, your balance on Melltoo Pay will be your exact Cash Balance on Melltoo Marketplace. You may add an amount of 2000AED every month via other funding sources such as cash, bank transfer or credit card payment. The transfer is capped at 2000AED per month.

Sending Money

As a user of MelltooPay, you will be allowed to send money from your account to another Melltoo Pay account. All users already registered on Melltoo Marketplace have an existing account on MelltooPay.

Default Funding Sources

Your Melltoo Pay balance consists of the funds you have in your Melltoo Marketplace Cash Balance account as well as new additions from your external credit card account.

Funding Source Limitations

In order to manage risk, Melltoo Pay may limit the funding sources available for your use to fund any particular transaction. For example, we may limit your funding sources for a particular transaction to only Melltoo Marketplace Cash Balance.

Sending Limits

All transfers made via external third-party affiliated credit card accounts through Melltoo Pay services are currently limited to 500AED per transfer.

Additionally, while Melltoo Pay account holders can send unlimited amounts of money via their accounts to other accounts, Melltoo Pay may, at discretion, impose limits on the amount of money you can send or receive through the Melltoo Pay services. If we have authenticated your identity, we may increase your sending and/or receiving limits. These limits may change from time to time at MelltooPay’s sole discretion. You may not send money between two accounts you own.

Refused, Failed Transactions & Amounts sent to the wrong user

When you send money via MelltooPay, the amount will be transferred to the recipient’s account instantly. The amount is then available for withdrawal by the recipient instantly.

You agree not to hold Melltoo Pay or its employees liable for any damages resulting from a recipient’s decision not to accept a payment made through the Melltoo Pay Services.

You agree not to hold Melltoo Pay or its employees liable for any damages resulting from sending money to the wrong recipient whose information is provided by you.

Melltoo Pay and Melltoo Marketplace cannot force an account holder to “refund” or “return” money sent through Melltoo Pay services. The transfer is made at the sender’s authorization and cannot be reversed.

A transaction may be refused or fail if the sender does not have sufficient funds to finish the transfer process.

Receiving money

The recipient of the funds may be able to either refuse or accept a money transfer through Melltoo Pay services. All transfers, when initiated by the sender, are final and cannot be reversed.


The transfer of Cash Balances between one Melltoo Pay account and another Melltoo Pay account is free.

Adding funds to your Melltoo Pay eWallet using a credit card will incur a 4.5% fee charged directly to your credit card at the time of the operation. The fee is to cover the costs of the credit card transaction.

Investigation and Fraud

To protect users from fraud, all Melltoo Pay users are subject to routine investigations into user profiles and account activities. If policy violations or other fraudulent activities are found, investigations may result in account suspension or removal of already attributed Cash Balance amounts.

Account suspension

A decision to suspend an account on Melltoo Marketplace temporarily or permanently will incur the same result on Melltoo Pay and vice versa. The banned user will not be able to use Melltoo Pay nor Melltoo Marketplace services.


Regular withdrawal requests are processed within 7 business days, not including weekends (Fridays and Saturdays). Withdrawals where further information is required or incorrect information is supplied by the user may take up to 14 business days.

Please note the following policies regarding withdrawals:

  1. One payment per beneficiary (not account) per week.
  2. Western Union transfers under 1000 AED incur a transfer 20 AED fee
  3. Western Union transfers over 1000 AED are free of charges
  4. Bank transfer withdrawals are always free in the UAE
  5. Withdrawal to Mashreq Bank ATM’s are free and disbursed in multiples of 100AED
  6. Withdrawal to free credit are worth 125% of Cash Balance and are not reversible

Governing Law

These terms and conditions shall be governed by and construed under the laws of the United Arab Emirates for customers and transactions that take place in the United Arab Emirates.

These terms and conditions shall be governed by and construed under the laws of the Kingdom of Saudi Arabia for customers and transactions that take place in the Kingdom of Saudi Arabia.

Operating Entities

United Arab Emirates
Melltoo FZE
DTEC, First Floor,
Dubai Silicon Oasis, UAE
License No. 1656

Saudi Arabia
شركة مالتوو العربية للاتصالات و تقنية المعلومات
7335 Al Amir Turki Ibn Abdul Aziz (Al Awwa), An Nakheel District, Unit 525, Riyadh 12385 – 2185. PO Box 7351
License No. 10210400487363

Introducing return disputes

We guarantee that a buyer will receive the item he purchased or his payment will be refunded.

We guarantee that a seller will get payment for the item he sold or he will get his item back in the same condition it was shipped.

Valid reasons for returns include:

  1. Item received is not the item that was purchased
  2. Item is not as described in the listed ad
  3. Item has significant flaws that greatly affect usability and that were NOT mentioned in the ad

Invalid reasons for returns include:

  1. Buyer changed his mind
  2. Buyer doesn’t “like” the “color” or some other subjective characteristic of the item that doesn’t impact usability and function
  3. Item doesn’t fit even though the size indicated is accurate

In the event that the reason for return is invalid, a buyer may still return the item WITH SELLER’S APPROVAL. The buyer will be responsible for the shipping costs (2-ways) of the original transaction and the return transaction. In most cases, the shipping cost in 40 AED, but in cases where the item is large, shipping costs will vary.

In the event of a dispute between buyer and seller, Melltoo will arbitrate between the two parties based on the posted ad, in-app communications (chats and comments) and photographic evidence provided by users.


Sellers can dispute the return of their items from buyers. The steps are as follow:

  1. seller requests to dispute return
  2. customer care team will contact buyer via email asking for reason for dispute
  3. buyer has 3 days to reply after email is received
  4. customer care team will contact seller via email to verify claims, seller has 3 days to reply
  5. if necessary, more info will be requested
  6. a decision will be made and funds released within 3 days after all information is collected from both parties

NOTE: If either buyer or seller fails to respect the deadlines, the dispute case will be closed in favor of the other party.

All return claims have to be made within three days or order delivery and BEFORE buyer formally “accepts” the item on the application.

For more information on policies, please read the extended version on Melltoo’s terms and conditions page.



What Is The Process of Returning an Item on Melltoo?

All returns on Melltoo are subject to terms and conditions.

Melltoo Pay&Ship policy guarantees that both sellers and buyers be paid or receive their items when they make a transaction on Melltoo.

In the case the buyer would like to return an item they have returned, there are rules.

As we process a return, we will ask the buyer to provide evidence that:

a) This item is defective (please describe + attach photos)
b) This item does not match description of seller (attach photos)
c) Other (please explain)

or all of the above.

We are committed to return your purchases free of charge if you receive an order that doesn’t match the description of the seller (option b).

Read more: Return Policies

We do not cover returns because of size, model design or color taste.

You cannot return an item because you no longer want it without the approval of the seller.

Please note that more than 3 returns or cancellations within a month will result in the user account being flagged and potentially blocked

Return fees

In many cases, we may levy return fees for either the seller or the buyer. The fees usually cover the shipping and return shipping fees from the seller’s address to the buyer’s and back. This means that return fees is always twofold of original shipping fee on the listing e.g. (40AED, 80AED, etc.).

Cancellation Fees

Cancellation is nearly impossible after an order has been picked-up from the seller and on its way in delivery to the buyer.

  • There are no cancellation fees if cancelled day of order placement.
  • There are cancellation fees of 20 dhs incurred by buyer or seller if one or either requests a cancellation of their order after it has been booked for delivery.


The fee is purely procedural. It covers the the time and logistics of booking an order for delivery and cancelling it on behalf of the Melltoo Marketplace team and the partner shipping company.

Limitations on business selling

Melltoo is a peer to peer marketplace for preloved and second hand items as well as new items that are UNIQUE. We are not built for business sellers who purchase new things for resale. As a result, business selling on Melltoo is not allowed.

If you are selling:

  • Items that are new.
  • Many of the same items.
  • Many similar items that vary only in color, brand or other nonfunctional characteristics
  • Items purchased to be resold for a profit

We will:

  • Remove all your listings.
  • Send you a warning.
  • If you continue to list new items for business selling, we will revoke your ability to list items for sale

Please take note of the withdrawal policies applicable to all sellers

  • 1 payment per beneficiary (not account) per week. In other words, if you have multiple accounts (which is against policies) that request withdrawals to the same beneficiary, only 1 withdrawal will be completed to this beneficiary per week.
  • Power (high volume) sellers (more than 30 transactions per month) may only withdraw a maximum of 5000 AED per month.
  • Bank transfers (free) take 5-7 working days from the date of request (assuming all provided information is correct)
  • Western Union transfers take 7-9 working days from the date of request (assuming all provided information is correct)
  • Western Union transfers under 1000 AED incur a 20 AED fee, over 1000 AED is free of cost

We welcome sellers of preloved and new items that are UNIQUE

Business seller on Melltoo? Take note!

Business  Sellers Posting Practices and Policy

To help buyers find what they’re looking for, and give them the best experience of using Melltoo – There are limits on how many time a business seller can post daily and within accordance to our policies and terms

Keeping within these guidelines means that you can continue selling successfully without any delay or blocks to your account.


  • Duplicate your posts (posts are considered duplicates if they are for items that have no significant difference between them.)
  • Post an identical item using different titles or different Melltoo accounts
  • Offer an item that is not exact to the item that will be delivered to the buyer.
  • Post images that contain more than one item. Images included in a post have to show only the item for sale.
  • Post images of sealed items
  • Post  images copied from websites or search engines


  • Create one SINGLE post for a single item
  • Upload posts at different times within a day
  • Take your own photos
  • Focus on one item per post or bundle .
  • Post an item that you have IN HAND , READY TO BE SOLD
  • Use the description to tell your customers how many colours of the same item you have ( do not make seperate listings)
  • Remove items from the box to photograph
  • Post a variety of products

Need clarification on the Melltoo policies for selling? Take a look here 

Not following our image policy could lead to all posts being removed and a user ban – and we don’t want that!



When a #Flashsale pertains to #PRELOVED items only – as will be clear on ALL NOTIFICATIONS using the #PRELOVED tag – ONLY ITEMS THAT ARE USED will be viable for the sale ( buyers & sellers) A USED item is one that is obviously used/worn/unboxed etc by the seller and described as such in the description.

Any questions, you know you can ask us anytime in app via our chat option – and we thank you for being part of the Melltoo family – long may it continue!

See you on Melltoo soon!


MELLTOO IMAGE POLICY – Increase Your Views On The App!

We are really happy that you are using Melltoo to sell your stuff, make extra cash and clear that clutter.

We need you to take note of the policies pertaining to images listed on the app –  this will help you sell faster, and sell more;


  • Take photos of the actual item for sale and not copy/paste images from somewhere else.

You may think that they look the same, but your item may have imperfections or flaws that don’t appear in a photo copied from somewhere else. Buyers are purchasing an item based on the photo listed and have the right to return an item if it does not match the photograph listed in-app


  • Irrelevant or inappropriate.
  • Poor resolution.
  • Appear sideways or upside down.
  • Unclear or blurred images.
  • Images copied from websites or search engines.


  • Add additional text or graphics to photographs.
  • Create photo montages – you can upload 3 separate images to your listing.
  • Upload images that do not represent your item accurately.
  • Upload photos of items that you do not have on hand or that are for pre-ordering
  • Duplicate listings – one listing for a single item is enough! Others will be deleted.
  • List NEW items purchased specifically for resale in order to make a PROFIT (classified as business selling)


Please take a picture of the item that you have IN HAND , READY TO BE SOLD – if possible, remove items from the box to photograph


Want help taking pictures? We’ve got you covered here 

Business selling is prohibited on Melltoo! Need clarification on the Melltoo policies for selling? Take a look here 

Not following our image policy could lead to all listings being removed and a user ban – and we don’t want that!

Any questions, you know you can ask us anytime in app via our chat option – and we thank you for being part of the Melltoo family – long may it continue!

Referral Program – Terms & Conditions


LAST UPDATE: 30 Oct, 2016

There is a lifetime CAP of Melltoo referral credit at AED 1,000* – you can therefore refer up to 50* friends with your unique link.

The Melltoo Referral Program (“Program”) offered by Melltoo Marketplace (“Melltoo”) was created with the goal of rewarding loyal Customers (“Referrer” or “Participant”) who recommend friends, colleagues and family members (“Participant” or “Referree”) join Melltoo’s vibrant marketplace. The Program was also established to reward the friends, colleagues and family members who took Referrers’ advice and joined our community, by offering them a reward for signing up! The following Melltoo Referral Program Terms and Conditions (“Program Terms and Conditions”) contains important information about the Program and the way that relationships between Referrers, Referrees and Melltoo will be regulated. These terms represent a binding agreement between the aforementioned parties and will govern each party’s’ participation in any and all Program offers.

By participating in the Program, you agree to respect the program rules, as outlined below, and Melltoo’s General Policies, as outlined on the website. If Participants do not agree to these Program Terms and Conditions in their entirety, they will not be authorized to participate in the Program. Failure to respect the Program’s Terms and Conditions and Melltoo’s General Policies could lead to punitive measures or the permanent suspension of Participants’ Melltoo accounts.

Melltoo reserves the right to modify these Program Terms and Conditions at any time, at its sole discretion, and without notice to Participants. Participation in the Program is considered an acceptance of Program Terms and Conditions and any modifications which might be made. Melltoo also reserves the right to change, cancel, suspend, or modify any aspect of the Program without notice. Furthermore, Melltoo also reserves the right to disqualify any Participants or prospective Participants at any time from participation in the Program. For further information please email [email protected]

Definition of Eligible Participants

  • By participating in the Program, Referrers affirm that the Referees they have provided are eligible and that they agree to be bound by the Terms and Conditions of the Program in its entirety,
  • Eligible Participants (Referrers and Referrers) will be defined as:  
    • A UAE Resident,
    • Over the age of 18,
    • A Real individual (i.e. not a dummy identity created for the purpose of accumulating referral credit or engaging in lewd, inappropriate or criminal behavior),   
  • Referrers may refer as many eligible Participants as they like and receive 20AED of Melltoo credit in their Melltoo Wallet for each valid referral,
  • Referrers can’t refer Participants who already have a Melltoo account,

Definition of Valid, Invalid, Successful & Incomplete Referrals

A referral is valid when an existing Melltoo account holder invites individuals with no previous Melltoo account to download the app using their unique referral link. Referrals are not valid where the Referrer and the Referee are the same person.

  • A referral is successful and complete when:
    • A Referrer uses their unique referral link (Referrers can obtain their unique referrals links by reviewing our policies) to invite a new Participant to download the Melltoo app,
    • The Referee signs up for a new account via the referral link and subsequently downloads the Melltoo app and logs in,
    • Both the Referrer and the Referee immediately receive 20AED Melltoo credit in their Melltoo Wallets, after following all the correct rules and procedures.
  • A referral is invalid or incomplete when:
    • A Referrer creates dummy identities, email accounts and phone numbers to invite themselves to download the Melltoo app in an effort to accumulate credit,
    • A Referrer coerces prospective Participants to obtain their identity, email accounts and phone numbers to create dummy accounts, with or without their consent, to accumulate Melltoo credit,
    • A Referree uses a different download link (i.e. not the Referrer’s unique referral link) to download the Melltoo app,
    • A Referree fails to download and log into the Melltoo app,
    • Neither the Referrer nor the Referree immediately receive 20AED Melltoo credit in their Melltoo Wallets, despite having followed all the correct rules and procedures.

Usage of Melltoo Credit

  • After each successful referral, both Referrers and Referees will be credited with 20AED* of credit in their Melltoo Wallets, which they can spend immediately,
  • Melltoo credit accumulated from referrals can only be used to purchase items in-app.
  • Up to 50%* of the purchase price or a maximum of 500* AED can be paid using free credit.
  • Melltoo credit accumulated from referrals can’t be withdrawn or transferred to other users.

*Amounts subject to change without notice, refer to the app for current amount.