Terms and Conditions

Introduction

Welcome to HealthX Dawa ("we", "us", "our"). These Terms and Conditions ("Terms") govern your access to and use of the HealthX Dawa website, mobile application, and related services (collectively, the "Platform").

By accessing or using our Platform, placing an order, or creating an account, you confirm that you have read, understood, and agreed to be bound by these Terms together with our Privacy Policy. If you do not agree, please do not use the Platform.

HealthX Dawa is a licensed pharmacy service operating in Kenya and provides a technology-enabled platform for ordering health and wellness products for personal, non-commercial use.

Eligibility to Use the Platform

To use HealthX Dawa, you must:

• Be at least 18 years old
• Be legally capable of entering into a binding agreement under Kenyan law
• Provide a valid mobile number and email address
• Use the Platform in compliance with these Terms and applicable laws

Account Registration & Security

Certain features require you to create a HealthX Dawa account. When registering, you agree to:

• Provide accurate, current, and complete information
• Keep your account details up to date
• Maintain the confidentiality of your login credentials

Account verification may include OTP authentication sent to your registered mobile number.

You may only maintain one account per mobile number and email address. You are responsible for all activity conducted through your account.

We reserve the right to suspend or terminate your account if:

• Information provided is false or misleading
• There is suspected unauthorised use
• Platform security or regulatory compliance is compromised

Orders, Products & Availability

HealthX Dawa offers both prescription and non-prescription products.

• All products are subject to availability
• We may limit quantities or decline orders at our discretion
• Product images are for illustration only; actual products may vary

Prescription products are dispensed only after pharmacist review and approval.

Pricing & Payment

• All prices include applicable statutory taxes
• Delivery charges (if any) are shown at checkout
• Prices and availability may change without notice

Accepted payment methods include:

• Mobile money (M-Pesa)
• Card payments
• Approved insurance providers

For Nairobi deliveries, pay-on-delivery via mobile money may be available. Orders outside Nairobi require payment at checkout.

Prescription & Insurance Orders

Prescription Orders

• A valid prescription from a licensed practitioner is required
• The original prescription must be handed over at delivery
• Customers must personally receive prescription deliveries for counselling

Insurance Orders

• Only medicines approved under your insurance cover will be dispensed
• Biometric verification may be required
• Original prescription and claim forms must be provided
• Failure to provide documents may result in claim rejection

Delivery & Shipping

Delivery timelines, methods, and charges are outlined in our Shipping & Delivery Policy, which forms part of these Terms.

Delivery timelines are targets and not guaranteed service levels. Delays may occur due to high volumes, weather, or third-party courier issues.

Use of Information & Medical Disclaimer

Information on the Platform is provided for general informational purposes only and does not replace professional medical advice.

• We do not diagnose or treat conditions through the Platform
• Always consult a qualified healthcare professional for medical advice
• Product information does not create a clinician-patient relationship

Calls and interactions may be recorded for quality and compliance purposes.

Privacy & Data Protection

We process personal and health information in line with:

• Data Protection Act of 2019
• Our Privacy Policy

Your data is accessed only by authorised personnel and used strictly for healthcare service delivery.

Communications

By using the Platform, you consent to receive:

• Transactional messages (order updates, delivery notifications)
• Service-related communications
• Optional promotional messages (where opted in)

You may opt out of promotional communications at any time.

Copyright

All content on the Platform including text, images, logos, trademarks, and software belong to HealthX Dawa or is used with permission.

You may not copy, reproduce, distribute, or use Platform content for commercial purposes without prior written consent.

User Conduct

You agree not to:

• Misuse the Platform
• Provide false information
• Upload harmful, unlawful, or offensive content
• Interfere with Platform security or operations

We may suspend or terminate access for violations.

Limitation of Liability

The Platform and all products and services are provided "as is" and "as available."

To the fullest extent permitted by law, HealthX Dawa disclaims all warranties. We are not liable for indirect, incidental, or consequential loss. Use of the Platform is at your own risk.

Indemnity

You agree to indemnify and hold harmless HealthX Dawa, its directors, employees, partners, and agents from any claims, losses, or liabilities arising from:

• Your misuse of the Platform
• Breach of these Terms
• Violation of applicable laws

Third Party Links and Services

The Platform may contain links to third-party services (including payment providers).

HealthX Dawa is not responsible for their content, availability, or practices.

Suspension & Termination

We may suspend or terminate access to the Platform at any time where:

• These Terms are breached
• Regulatory risk arises
• Platform security is compromised

Termination does not affect accrued rights or obligations.

Governing Law

These Terms are governed by the laws of Kenya, and any disputes shall be subject to the exclusive jurisdiction of Kenyan courts.

Severability

If any provision of these Terms is found unenforceable, the remaining provisions shall remain valid.

Changes to These Terms

We may update these Terms from time to time. Continued use of the Platform after changes constitutes acceptance of the revised Terms.

Contact Us

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