1. Introduction
These Terms & Conditions ("Terms") govern your access to and use of the Thyme Pharmacy website, mobile and online ordering channels, and the products and services we provide (together, the "Services"). By accessing our website, placing an order, or using any of our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.
2. About Us
Thyme Pharmacy is a community pharmacy operating in Kenya, providing pharmaceutical products, healthcare consultations, and related wellness services. Our pharmacy operations are carried out by qualified, licensed pharmaceutical personnel in accordance with applicable Kenyan law and the regulations of the Pharmacy and Poisons Board.
3. Eligibility
You must be at least 18 years of age, or have the supervision of a parent or legal guardian, to place an order or use our Services. By using the Services, you confirm that the information you provide is accurate and that you are legally able to enter into this agreement.
4. Prescriptions & Pharmaceutical Services
Certain medicines are classified as prescription-only and can only be dispensed against a valid prescription issued by a licensed healthcare provider. By submitting a prescription, you confirm that it is genuine, valid, and issued to the person for whom the medicine is intended.
- We reserve the right to verify any prescription and to decline or delay dispensing where a prescription is incomplete, expired, illegible, or where verification is required.
- Our pharmacists may, at their professional discretion and in the interest of patient safety, refuse to dispense any medicine.
- Prescription medicines are supplied for the named patient only and must not be shared or resold.
5. Health Information Disclaimer
Information provided on our website or through our channels is for general informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of a qualified pharmacist, physician, or other healthcare provider regarding any medical condition or before starting, stopping, or changing any medication. In an emergency, contact your nearest hospital or emergency service immediately.
6. Orders & Acceptance
All orders placed through our Services constitute an offer to purchase. An order is only accepted once we confirm it and, where applicable, verify any required prescription. We reserve the right to refuse or cancel any order, including where a product is out of stock, incorrectly priced, or where we are unable to verify the order or prescription.
7. Pricing & Payment
All prices are displayed in Kenyan Shillings (KES) and are inclusive of applicable taxes unless stated otherwise. Prices and product availability may change without notice. We accept M-Pesa, debit cards, credit cards, bank transfers, and cash where applicable. Payment must be received or confirmed before an order is dispatched, unless otherwise agreed.
8. Delivery & Collection
We offer delivery to selected areas as well as in-store collection. Delivery times and charges may vary depending on your location and product availability. While we make every effort to deliver within the estimated timeframes, delivery times are not guaranteed and we are not liable for delays caused by circumstances beyond our reasonable control.
9. Returns & Refunds
For safety and regulatory reasons, medicines and certain healthcare products cannot be returned or exchanged once they have been dispensed or left our premises, except where there is a verified quality defect, a dispensing error on our part, or as otherwise required by law. If you believe there is an issue with your order, please contact us promptly with your order details so we can assist you.
10. Accounts
If you create an account, you are responsible for maintaining the confidentiality of your login details and for all activity that occurs under your account. Please notify us immediately of any unauthorized use. We may suspend or terminate accounts that are used in breach of these Terms.
11. Privacy & Data Protection
We handle your personal and health information in accordance with the Data Protection Act, 2019 of Kenya and applicable regulations. Information you provide — including prescriptions and health details — is used to process your orders, provide pharmaceutical care, and improve our Services, and is treated with strict confidentiality.
12. Acceptable Use
You agree not to misuse the Services, including by submitting false information or fraudulent prescriptions, attempting to gain unauthorized access to our systems, or using the Services for any unlawful purpose. We reserve the right to restrict or terminate access where misuse is suspected.
13. Intellectual Property
All content on our website — including text, logos, graphics, and images — is the property of Thyme Pharmacy or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use this content without our prior written consent.
14. Limitation of Liability
To the maximum extent permitted by law, Thyme Pharmacy shall not be liable for any indirect, incidental, or consequential loss arising from the use of our Services, except where such liability cannot be excluded under applicable law. Nothing in these Terms limits liability for death or personal injury caused by negligence, or for any other liability that cannot lawfully be excluded.
15. Governing Law
These Terms are governed by and construed in accordance with the laws of the Republic of Kenya, and any disputes shall be subject to the exclusive jurisdiction of the Kenyan courts.
16. Changes to These Terms
We may update these Terms from time to time. Any changes will be posted on this page with an updated revision date. Your continued use of the Services after changes are posted constitutes acceptance of the revised Terms.
17. Contact Us
If you have any questions about these Terms, please reach us by phone, WhatsApp, or email, or visit any of our branches. You can also see our frequently asked questions or use our store locator to find your nearest branch.