Terms, Conditions & Liability
Healing Meds is a marketplace that connects you with independent, licensed pharmacies and healthcare providers. We are not the seller or dispenser of any medicine, and we are not your pharmacist or doctor.
1. Who we are and what Healing Meds is
Healing Meds is operated by HealingMeds Technologies. It is an online marketplace that connects you with independent, licensed pharmacies, clinics and healthcare providers in Kenya. The pharmacy or provider you order from — not Healing Meds — is the seller and dispenser of your medicines and the provider of any clinical advice.
Our Marketplace Policies at healingmeds.app/policies (acceptable use, delivery, returns and refunds) and our Privacy Notice form part of these Terms. If they conflict, these Terms apply.
2. The pharmacy is responsible for your medicines
The pharmacy or provider is solely responsible for:
- holding a valid Pharmacy & Poisons Board licence and operating lawfully;
- the quality, safety, storage, expiry and genuineness of every product;
- correct dispensing, labelling, dosing and clinical advice;
- honouring prescriptions and applicable regulations.
We check pharmacies and providers before they can serve you, but our checks are not a guarantee of their work.
3. Prescription medicines
Some medicines require a valid prescription. You confirm that any prescription you upload is genuine and belongs to you or the person you are ordering for. The dispensing pharmacy or a verified practitioner reviews and approves it. Do not take prescription medicines without professional advice.
4. Not medical advice, and not for emergencies
Information in the app (indications, dosing, contraindications, warnings) is general reference only and is not a substitute for professional medical advice. Always consult a qualified pharmacist or doctor.
Healing Meds is not an emergency service. If you or someone else has a medical emergency, call 999 or 112, or go to the nearest hospital. Do not wait for an order, a delivery or a reply from a provider in the app.
5. Online consultations
Doctors and nurses on Healing Meds are independent, licensed professionals. They decide whether a remote consultation is suitable and may ask you to be seen in person. A video or chat consultation cannot replace a physical examination, and the professional — not Healing Meds — is responsible for the advice and any prescription they give.
6. Deliveries
Delivery may be carried out by the pharmacy's own riders or by independent riders arranged through Healing Meds. Delivery times are estimates.
7. Your account and keeping it safe
- Keep your phone, sign-in codes, password and delivery code to yourself. We will never ask for your sign-in code or your M-Pesa PIN.
- You are responsible for what happens on your account, unless it was caused by our failure to keep the service reasonably secure.
- Tell us straight away through Help & support if you think someone else has used your account or your phone is lost or stolen.
- We may pause or close an account to protect you or others, for example when we see signs of fraud, misuse or a breach of these Terms.
8. Security and data incidents
We protect the service and your data with reasonable technical and organisational measures, including encrypted connections and limits on who can see health data. No online service can be made completely secure, so we cannot promise the app will never be attacked.
If a security incident is likely to put your personal data at risk, we will act to contain it, notify the Office of the Data Protection Commissioner, and tell you as the Data Protection Act, 2019 requires.
We are not responsible for loss caused by a device that is infected or used by someone else, by sharing your codes or PIN, or by a fake message or website pretending to be us. Always check that you are on healingmeds.app or in our official app.
9. Availability and third-party services
We work to keep Healing Meds running, but it is provided "as available". It may sometimes be slow or unavailable, for example during maintenance or an outage at one of our providers.
Payments, sign-in, notifications, maps and video calls rely on other companies, including Safaricom (M-Pesa), Paystack and Google. Their own terms also apply when you use them, and we are not responsible for their failures that we cannot control. If a payment fails or is taken twice, contact us and we will help put it right with the payment provider.
10. Limitation of liability
To the maximum extent the law allows:
- Healing Meds is a facilitator only and is not liable for the acts, omissions, products or services of any pharmacy, clinic, rider or provider, including any defective, expired, mis-dispensed or counterfeit product, incorrect advice, or delay. Your remedy for such issues is against the pharmacy or provider concerned, and we will help you pursue it.
- We are not liable for indirect or consequential loss, such as loss of income, business or opportunity.
- Our total liability to you for any claim is limited to the amount you paid through Healing Meds for the order or booking the claim relates to.
Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or any liability or right that the law, including the Consumer Protection Act, 2012, does not allow to be excluded.
11. Your responsibilities
Provide accurate information, use medicines responsibly and as advised, and report any product or safety concern to the pharmacy and to us promptly. If you break these Terms — for example by uploading a forged prescription or giving false details — you are responsible for the loss this causes us or others.
12. Events outside our control
We are not responsible for delays or failures caused by events we cannot reasonably control, such as power or network failures, outages at our providers, strikes, severe weather, unrest, or government action.
13. Data
We handle your personal data in line with our Privacy Notice and Kenya's Data Protection Act, 2019.
14. Changes to these Terms
We may update these Terms as the service changes. When we make a material change we will show you the new version in the app and ask you to accept it before you continue.
15. Law and disputes
These Terms are governed by the laws of Kenya. If you have a complaint, contact us through Help & support first. If we cannot settle it, either side may refer the dispute to mediation in Nairobi before going to the courts of Kenya. You can also complain to a regulator at any time.
By tapping "I agree" you confirm you have read and accept these Terms, including the limitation of liability in section 10.