1 Acceptance of Terms

By accessing or using the MedMarket Pharmacies website and online platform (the “Service”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree, you must not use the Service.

These Terms form a legally binding agreement between you and MedMarket Pharmacies (“MedMarket”, “we”, “our”), a licensed pharmacy operating branches in Kileleshwa and Karen, Nairobi, Kenya.

2 Eligibility

You must be at least 18 years old to create an account, place orders, or purchase products through the Service. By using the Service you confirm you meet this requirement.

When ordering prescription medicines you confirm you are the patient named on the prescription, or a legally authorised representative of that patient.

3 Your Account

To access certain features you must register an account. You agree to:

• Provide accurate, current, and complete registration information
• Keep your password confidential and not share it with any third party
• Notify us immediately at support@medmarket.co.ke if you suspect unauthorised account use
• Accept full responsibility for all activity under your account

MedMarket reserves the right to suspend or terminate accounts that violate these Terms or are used fraudulently.

4 Products & Orders

All products are subject to availability. We may limit quantities, discontinue products, or refuse any order at our discretion. Prices are in Kenyan Shillings (KES) and inclusive of applicable taxes unless stated otherwise.

5 Prescription Medicines

Prescription-only medicines (POM) are dispensed in accordance with Kenya’s Pharmacy and Poisons Act. When ordering a POM you must:

• Upload or present a clear, valid prescription from a registered medical practitioner
• Ensure the prescription is current and has not been previously filled for the full quantity
• Confirm the prescription is for you or a person for whom you are a legal guardian

Our pharmacists reserve the right to decline any prescription that appears altered, expired, or otherwise invalid. MedMarket is not liable for harm arising from a fraudulent or incorrectly presented prescription.

6 Payment

The Service accepts M-Pesa, Visa, and Mastercard. Payment is processed through certified payment gateways. Full payment is required before dispatch unless a verified cash-on-delivery option is selected.

You are responsible for any fees charged by your bank or mobile money provider. MedMarket does not store full card numbers or M-Pesa PINs.

7 Delivery & Branch Pickup

We offer home delivery within Nairobi and branch pickup from our two locations:

• Kileleshwa Branch: Total Energies Building, Kileleshwa, Nairobi
• Karen Branch: Shell Petrol Station Karen C, Karen, Nairobi

Delivery fees and estimated times are shown at checkout. Same-day delivery applies to orders placed and paid before 2:00 PM on business days. Timelines are estimates and may vary due to traffic, weather, or high order volumes. Risk of loss passes to you upon successful delivery.

8 Returns & Refunds

Due to the nature of pharmaceutical products, we cannot accept returns of:

• Prescription medicines once dispensed
• Products that have been opened, used, or tampered with
• Cold-chain (refrigerated) products
• Products damaged after delivery due to mishandling

We will arrange a full refund or replacement for wrong, defective, or damaged products. Claims must be raised within 24 hours of delivery. Refunds are processed within 5–7 business days via the original payment method.

9 Prohibited Conduct

You agree not to:

• Use the Service for any unlawful purpose or in violation of Kenyan law
• Submit false, fraudulent, or misleading prescriptions or personal information
• Attempt to purchase controlled substances without a valid prescription
• Reverse-engineer, scrape, or reproduce any part of the Service without written permission
• Interfere with the security or integrity of the Service
• Impersonate any person or entity, including MedMarket staff

10 Intellectual Property

All content on the Service — including text, images, logos, icons, and software — is the property of MedMarket Pharmacies or its licensors and is protected by Kenyan and international copyright law. You may not copy, reproduce, or distribute any content without prior written permission.

11 Limitation of Liability

To the fullest extent permitted by Kenyan law, MedMarket shall not be liable for any indirect, incidental, special, or consequential damages arising from use of the Service. Our total aggregate liability shall not exceed the amount you paid for the order giving rise to the claim.

12 Governing Law

These Terms are governed by the laws of the Republic of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

13 Changes to Terms

MedMarket may update these Terms at any time. We will notify registered users of material changes by email. Continued use of the Service after changes are published constitutes acceptance of the revised Terms.