Marketplace policies

These three policies govern every order, delivery, refund and consultation on Healing Meds.

Healing Meds is a health marketplace in Nairobi, Kenya, operated by HealingMeds Technologies. Customers buy medication and health products from licensed partner pharmacies, receive them by home delivery, and book virtual consultations with registered healthcare providers. Healing Meds does not stock, dispense or prescribe medication itself.

In these policies, "we" means Healing Meds; "Vendor" means a partner pharmacy or healthcare provider; "Customer" means anyone who orders or books through the app or website.

These policies form part of our Terms and should be read with our Privacy Notice. If anything here conflicts with the Terms, the Terms apply. Nothing in these policies limits any right you have under Kenyan law, including under the Consumer Protection Act, 2012.

1. Acceptable Use Policy

Only licensed, verified Vendors may sell or consult on Healing Meds, and only lawful health products and services may be offered.

1.1 Who may become a Vendor

No Vendor is shown to Customers or can receive orders until our team has verified them.

• Pharmacies must provide: business registration certificate, a valid Pharmacy and Poisons Board (PPB) premises licence, the superintendent pharmacist's PPB registration, KRA PIN, the owner's or director's national ID, physical premises address, and a payout account in the business or owner's name.
• Healthcare providers (doctors, nurses, clinical officers) must provide: national ID, a current practising licence from their regulator (KMPDC, Nursing Council of Kenya or Clinical Officers Council), KRA PIN, and a payout account in their own name.
• Names on the ID, licence and payout account must match.
• Vendors must keep licences current. Our checks include licence expiry dates, and we may suspend a Vendor whose licence lapses until a valid one is provided.

1.2 What Vendors may not do

• Sell counterfeit, substandard, expired, unregistered or recalled products, or any product not registered with the PPB where registration is required.
• Dispense prescription-only medicines without a valid prescription, or dispense more than the prescription allows.
• Sell controlled substances, narcotics or psychotropics through the platform.
• List misleading prices, stock levels, claims or health benefits.
• Practise outside the scope of their licence, or let anyone else use their account or licence.
• Ask Customers to pay outside Healing Meds for orders or consultations started on the platform.
• Misuse Customer health or personal data, or use it for anything other than fulfilling the order or consultation.

1.3 What Customers may not do

• Upload forged, altered or someone else's prescriptions.
• Give false identity, health or delivery information.
• Buy medicines for resale.
• Use stolen payment methods, or file chargebacks for orders they received as described.
• Harass, threaten or abuse Vendors, riders or our staff.

1.4 Enforcement

We may refuse, cancel or hold any order, and warn, suspend or permanently remove any account, that breaches this policy. Where the law requires it, we report suspected fraud, forged prescriptions or unlicensed practice to the relevant authority, including the PPB, KMPDC or police.

2. Shipping & Delivery Policy

Orders are dispensed by the partner pharmacy and delivered to the Customer's door by a rider arranged through Healing Meds; we do not hold stock or run a warehouse.

2.1 How an order moves

1. The Customer places and pays for an order in the app.
2. For prescription-only medicines, the pharmacist reviews the uploaded prescription before accepting the order.
3. The pharmacy confirms stock, prepares and seals the order.
4. A rider collects the sealed order from the pharmacy.
5. The rider delivers it to the Customer's address and records proof of delivery in the app.

2.2 Delivery area and times

Delivery times are estimates. We aim to tell the Customer in the app if an order will be late, and they may cancel for a full refund if the pharmacy has not yet handed the order to the rider.

2.3 Receiving the order

• The Customer or an adult they nominate must receive the order.
• For prescription-only medicines, the rider may ask to see ID matching the name on the prescription.
• The Customer should check that the seal is intact and the items match the order before accepting. A broken seal or wrong item can be refused at the door.
• Delivery is confirmed in the app with a code, signature or photo.

2.4 Failed deliveries

If the rider cannot reach the Customer after two calls and 15 minutes at the address, the order returns to the pharmacy. The Customer can rebook delivery, which may carry a second delivery fee. Medicines that left the pharmacy are not restocked if their storage conditions could not be guaranteed; see section 3 for how such orders are refunded.

2.5 Cold-chain and sensitive items

Pharmacies and riders must pack and carry items that need refrigeration so they stay within the required temperature. They are delivered only by hand to the Customer and are not left at the door.

3. Returns & Refunds Policy

For safety reasons, medicines cannot be returned once delivered, except when they are wrong, damaged, expired or tampered with; in those cases we refund in full.

3.1 When you get a full refund

3.2 What cannot be refunded

• Correct, sealed medicines the Customer no longer wants or no longer needs.
• Opened or used products, unless faulty.
• Refrigerated items accepted at delivery.
• A consultation that took place, or that the Customer missed without cancelling at least 2 hours before.
• A delivery fee for a failed delivery caused by the Customer (see 2.4).

3.3 How to request a refund

Raise it in the app under the order, or contact support at support@healingmeds.app / 0717 992349. Include the order number and, where relevant, a photo of the item, seal or label. We may ask for the item to be collected back so the pharmacy can inspect it; we arrange and pay for that collection.

3.4 Refund timelines

We aim to return approved refunds to the original payment method (M-Pesa or card) within 5 business days of approval. Card refunds can take a further few days to show, depending on the Customer's bank.

3.5 Disputes and chargebacks

• We aim to acknowledge every complaint within 24 hours and to resolve it within 5 business days.
• We investigate using order records, pharmacy confirmation, rider proof of delivery and payment records, and we hear from the Vendor before deciding.
• If a Customer files a chargeback with their bank or Paystack, we respond within the required timeline with that evidence.
• Where the Vendor is at fault, we may recover the refund from that Vendor's payouts. Vendors with repeated valid complaints may be suspended under the Acceptable Use Policy.
• A Customer who is unhappy with our decision may escalate to support@healingmeds.app with the subject "Escalation", where the owners review it directly.

3.6 Adverse reactions

If a Customer has a side effect or adverse reaction, they should contact a pharmacist or doctor straight away, and get urgent care for a severe reaction. They can also report it to us and to the Pharmacy and Poisons Board. Reports of adverse reactions are handled as safety reports, not refund claims.

4. General

4.1 Changes to these policies

We may update these policies as the service changes. The date at the top shows when they last changed. We announce material changes in the app before they take effect, and they apply only to orders and bookings placed after that.

4.2 Governing law

These policies are governed by the laws of Kenya.

4.3 Resolving disputes

If you are unhappy, contact support first and use the escalation route in 3.5. If that does not settle it, either side may refer the dispute to mediation in Nairobi before going to court. This does not stop you from complaining to a regulator, such as the Pharmacy and Poisons Board, the Office of the Data Protection Commissioner or the Competition Authority of Kenya.

Contact