By accessing, browsing, or using the LifeMed Pharmacy website, mobile application, or any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

If you do not agree to these terms, you must not use our services. We reserve the right to modify these terms at any time, and your continued use of our services constitutes acceptance of any modifications.

To use our services, you must:

• Be at least 18 years of age or the age of legal majority in your jurisdiction
• Have the legal capacity to enter into binding contracts
• Provide accurate and complete registration information
• Not be prohibited from using our services under applicable law

If you are ordering on behalf of another person (e.g., a family member), you represent that you have their authorization and that they meet the eligibility requirements for the products ordered.

LifeMed Pharmacy provides the following services:

• Retail Pharmacy Services: Sale of prescription and over-the-counter medications
• Health & Wellness Products: Vitamins, supplements, personal care, and medical devices
• Delivery Services: Home delivery and in-store pickup options
• Pharmacist Consultation: Professional advice on medication use and interactions
• Prescription Management: Processing and verification of prescriptions

All pharmaceutical services are provided in compliance with the Pharmacy and Poisons Act (Cap 244) and regulations set by the Pharmacy and Poisons Board of Kenya.

The dispensing of prescription medications is subject to the following conditions:

4.1 Valid Prescriptions

• Prescriptions must be issued by a licensed medical practitioner registered with the Kenya Medical Practitioners and Dentists Council
• Prescriptions must include: patient name, medication details, dosage, prescriber's name, signature, and registration number
• Prescriptions are valid for 6 months from the date of issue, unless otherwise specified
• Original prescriptions are required for controlled substances

4.2 Verification Process

Our pharmacists will verify all prescriptions before dispensing. This may include:

• Contacting the prescribing healthcare provider
• Checking for drug interactions with your medication history
• Verifying dosage appropriateness
• Confirming patient identity

4.3 Controlled Substances

4.4 Right to Refuse

Our pharmacists reserve the right to refuse to dispense any medication if they have professional concerns about the prescription's validity, appropriateness, or potential for misuse. This is in accordance with our professional and legal obligations.

5.1 Order Acceptance

All orders are subject to acceptance. We may refuse or cancel orders for reasons including:

• Product unavailability or discontinuation
• Pricing or product description errors
• Invalid, expired, or unverifiable prescriptions
• Suspected fraudulent transactions
• Delivery address outside our service area
• Failure to meet age or eligibility requirements

5.2 Pricing

All prices are displayed in Kenya Shillings (KES) and include applicable taxes unless otherwise stated. We reserve the right to change prices at any time, but changes will not affect orders already confirmed.

5.3 Payment Methods

Orders placed on this site are paid by:

• M-Pesa: Instant payment via STK Push

5.4 Payment Security

All electronic payments are processed through secure, PCI-DSS compliant payment gateways. We do not store your full card details on our servers.

6.1 Delivery Service

• Delivery is available within the service area of the branch that fulfils your order. Addresses outside it, or beyond our maximum fare, are offered pickup rather than priced
• Delivery is charged by distance from that branch. You will see the exact fare at checkout before you pay, and that is the fare charged for that order
• On orders from KES 3,000, LifeMed covers the first KES 300 of the delivery fare. Where the fare is less than that, there is nothing further for you to pay
• Delivery times vary with distance and conditions. The estimate shown at checkout is for your address; orders within Nairobi are typically 30-45 minutes

6.2 Pickup Service

• Orders can be collected from your selected LifeMed Pharmacy branch
• Pickup is typically ready within 15 minutes of order confirmation
• Valid ID may be required for prescription medications
• Uncollected orders will be held for 7 days

6.3 Delivery Limitations

6.4 Delivery Issues

We are not liable for delays caused by factors beyond our control including traffic, weather, incorrect addresses provided by customers, or recipient unavailability. If you are not available to receive your delivery, a redelivery fee may apply.

7.1 Return Policy

Due to the nature of pharmaceutical products and for safety reasons, returns are limited:

• Accepted: Damaged, defective, or incorrect items reported within 24 hours of delivery
• Not Accepted: Prescription medications once dispensed (unless defective)
• Not Accepted: Products that have been opened, used, or have broken seals
• Not Accepted: Refrigerated or temperature-sensitive products

7.2 Refund Process

• Approved refunds are processed within 7-14 business days
• Refunds are issued to the original payment method
• M-Pesa refunds are credited to your M-Pesa account
• Card refunds may take 5-10 business days to reflect

7.3 How to Request a Return

Contact our customer support within 24 hours of delivery with your order number, description of the issue, and photos if applicable. Do not dispose of the product until instructed.

To the maximum extent permitted by law:

• LifeMed Pharmacy shall not be liable for any indirect, incidental, special, consequential, or punitive damages
• Our total liability for any claim shall not exceed the amount paid for the specific order giving rise to the claim
• We are not liable for any adverse reactions to medications when used as directed by the prescriber
• We are not responsible for the medical advice or prescriptions provided by your healthcare provider

8.2 Service Availability

We strive to maintain uninterrupted service but do not guarantee that our platform will be available at all times. We are not liable for any loss resulting from service interruptions, system failures, or maintenance.

9.1 Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the courts of Kenya.

9.2 Dispute Resolution

Before initiating any legal proceedings, you agree to first attempt to resolve any dispute informally by contacting our customer support. If the dispute cannot be resolved within 30 days, either party may pursue formal resolution.

9.3 Consumer Rights

Nothing in these terms affects your statutory rights under the Consumer Protection Act of Kenya. You have the right to lodge complaints with the Competition Authority of Kenya or other relevant regulatory bodies.

If you have any questions about these Terms of Service, please contact us:

For urgent medical concerns, please contact your healthcare provider or visit the nearest hospital. For emergencies, call 999 or 112.