Terms and Conditions

1. Who we are

• Supreme Pharmacy LTD is a licensed pharmacy operating in Nakuru, Kenya, regulated by the Pharmacy and Poisons Board (PPB) under the Pharmacy and Poisons Act, Cap 244, Laws of Kenya.
• We are also compliant with the Health Act, 2017, the Consumer Protection Act, 2012, and the Data Protection Act, 2019, and are registered with the Kenya Revenue Authority (KRA).
• Every prescription-only medicine sold through our platform is reviewed and dispensed under the supervision of a pharmacist registered with the PPB.

2. Eligibility and accounts

• You must be at least 18 years old, or use our platform under the supervision of a parent or guardian, to create an account or place an order.
• You agree to provide accurate, current, and complete information when registering or ordering, and to keep your login details confidential.
• You are responsible for all activity that occurs under your account. Notify us immediately at the contacts in Section 15 if you suspect unauthorised use.
• We may suspend or close an account that provides false information, is used fraudulently, or breaches these Terms.

3. Prescription and over-the-counter orders

• Prescription-only medicines (POM) require a valid prescription from a licensed prescriber, uploaded or presented at the point of dispensing, and are supplied strictly for the named patient.
• Our pharmacists may contact you to verify a prescription, clarify dosage, screen for interactions, or, where appropriate, decline to dispense an item where doing so would not be safe or lawful.
• We reserve the right to refuse any order that we reasonably believe involves misuse, diversion, or a forged or invalid prescription, and to report such matters to the relevant authorities as required by law.
• Product descriptions, images, and pricing are provided for convenience and may be updated without notice; the pharmacist's professional judgment on suitability and dosage takes precedence over any general product description.

4. AI health assistant and health information

• Where an AI-powered health assistant is made available on our platform, it — along with any general health content we publish — is provided for informational purposes only and does not constitute medical advice, diagnosis, or a substitute for consultation with a qualified healthcare professional or our licensed pharmacists.
• Always seek the advice of a doctor or pharmacist with any questions about a medical condition or medication, and seek emergency care for urgent symptoms.
• We are not liable for decisions made solely on the basis of AI-generated or general informational content. This section applies from the date any such AI assistant feature is implemented and made available to customers.

5. Orders, pricing, and payment

• Placing an order is an offer to purchase, which we accept once payment is confirmed and, where applicable, a prescription is verified.
• We currently accept payment via M-Pesa Paybill/Till only. You are responsible for ensuring payment details (including the correct Paybill/Till number and account reference) are accurate before confirming payment.
• We may introduce additional payment methods (such as card payments or other mobile money channels) at any time. Any such new method will be governed by these Terms as updated, and will apply to your use of our platform without requiring separate or renewed consent, other than any authorisation required by the payment provider itself at the point of use.
• Prices are listed in Kenya Shillings (unless stated otherwise) and may change without notice; the price charged is the price displayed at the time your order is confirmed.
• In the event of a pricing or listing error, we will contact you before processing the order, and you may choose to proceed at the corrected price or cancel.

6. Shipping, delivery, and returns

Delivery timelines, fees, and coverage are set out in our Shipping & Delivery Policy. Returns, exchanges, and refunds are governed by our Return & Refund Policy, which reflects PPB requirements on the safe handling of dispensed medicines and your rights under the Consumer Protection Act, 2012. Both policies form part of these Terms.

7. Your responsibilities

• Use our platform only for lawful purposes and only to order medicines or products for yourself or someone you are authorised to order for.
• Provide accurate medical, contact, and delivery information necessary for safe dispensing and delivery.
• Do not attempt to reverse-engineer, scrape, resell access to, or interfere with the security or normal operation of our platform.
• Do not use our platform to obtain medicines through fraudulent, forged, or misleading prescriptions.

8. Intellectual property

The customer-facing platform you interact with — including the Supreme Pharmacy name and logo, the website/app design and layout, product content, and all text and graphics displayed to you — is owned by Supreme Pharmacy LTD. Underlying software may be built and maintained on our behalf by a third-party development partner, but this does not affect our ownership of the branding, content, and user experience presented to customers. All of the foregoing is protected by Kenyan and international intellectual property law, and you may not copy, reproduce, or use our branding or content without our prior written consent.

9. Data protection and privacy

• We collect and process personal and health-related data (such as prescriptions and delivery details) only as necessary to verify, dispense, and deliver your order, and to comply with our legal and regulatory obligations.
• Your data is handled in accordance with the Data Protection Act, 2019, and industry-standard technical safeguards, including encrypted storage and restricted access.
• We do not sell your personal data. We may share necessary details with delivery partners, payment processors, or regulators strictly as required to fulfil your order or comply with the law.
• For privacy-related questions or to exercise your data protection rights, contact us at supremepharmacy@ymail.com, marked for the attention of our Privacy Officer.

10. Limitation of liability

• We take reasonable care to ensure medicines are genuine, correctly dispensed, and safely delivered. However, to the fullest extent permitted by Kenyan law, we are not liable for indirect, incidental, or consequential loss arising from use of our platform, delivery delays outside our reasonable control, or misuse of a product contrary to its labelling or a pharmacist's instructions.
• Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence, or liability arising from a defective or unsafe product under the Consumer Protection Act, 2012.

11. Suspension and termination

We may suspend or terminate access to our platform, without notice, where we reasonably believe these Terms have been breached, where required by a regulator or law enforcement, or to protect the safety of a customer or the integrity of our operations.

12. Complaints and dispute resolution

• If something goes wrong, please contact our Customer Service team first so we can resolve it directly and promptly.
• Unresolved consumer complaints may be referred to the Competition Authority of Kenya (CAK). Complaints relating to pharmaceutical practice or product safety may be referred to the Pharmacy and Poisons Board (PPB).
• These Terms are governed by the laws of Kenya, and any dispute not resolved informally shall be subject to the exclusive jurisdiction of the courts of Kenya.

13. Changes to these Terms

We may update these Terms from time to time to reflect changes in the law, PPB or regulatory guidance, or our services. The effective date at the top of this document shows the version currently in force. Continued use of our platform after changes take effect constitutes your acceptance of the updated Terms.

14. Severability

If any provision of these Terms is found to be invalid or unenforceable under Kenyan law, the remaining provisions will continue in full force and effect.

15. Contact us

• Address: Pioneer Plaza, Mburu Gichua Road, Near Jamia Mosque, Nakuru, Kenya
• Customer Service / WhatsApp: +254 706 124 102
• Email: supremepharmacy@ymail.com