Terms and Conditions
Last Updated: 2025-06-01
Welcome to "Dawa" ("we", "us", or "our"). These Terms and Conditions ("Terms") govern your access to and use of our mobile application and related services that allow users to order medicines from nearby pharmacies (the "Service"). By accessing or using our Service, you agree to be bound by these Terms.
1. Eligibility
You must be at least 18 years old to use the app. By using the Service, you represent and warrant that you are of legal age and have the right and authority to enter into this agreement.
2. Service Description
Our platform connects users with nearby licensed pharmacies to facilitate the ordering and delivery of pharmaceutical products, including prescription and over-the-counter (OTC) medicines, cosmetics, and health products.
We do not dispense medicines directly, nor do we manufacture or sell pharmaceutical products. All products are sold and delivered by third-party pharmacies.
3. Prescription Requirement
For prescription medicines, you must upload a valid prescription issued by a licensed medical practitioner. Pharmacies have the right to verify the prescription and may refuse to fulfill an order if the prescription is invalid, unclear, or expired.
4. Order Processing and Delivery
Once an order is placed, it will be directed to a nearby pharmacy for processing. Delivery times are estimated and may vary depending on factors such as product availability, distance, and pharmacy workload. We are not responsible for delays caused by third-party pharmacies or delivery partners.
5. Payments
You agree to pay the total amount shown at checkout, including applicable taxes and delivery fees. Payments may be processed through third-party payment providers. We are not responsible for payment failures or security breaches involving third-party payment gateways.
6. Refunds and Cancellations
Refunds and cancellations are subject to the policies of the respective pharmacy fulfilling your order. Prescription medications cannot be returned once delivered, except in cases of wrong or damaged items. In such cases, you must notify us within 24 hours of delivery.
7. User Responsibilities
You agree:
Not to misuse the Service or provide false or misleading information.
To use the app only for lawful purposes.
Not to attempt to access or tamper with the data or systems of the app.
8. Limitation of Liability
We act solely as a facilitator and are not responsible for:
The quality, safety, or legality of medicines sold by pharmacies.
Medical advice or health outcomes related to the use of medicines.
Delays or failures in delivery caused by third parties.
9. Responsibilities of Partner Pharmacies
Partner pharmacies using our platform agree to the following:
-Only dispense medicines that are legal, authentic, and within expiration dates.
-Verify and validate prescriptions before dispensing prescription-only medications.
-Ensure proper packaging and labeling in accordance with local pharmaceutical regulations.
-Promptly process and dispatch orders to ensure timely delivery.
-Notify users via the app in case of stock issues, prescription problems, or delays.
-Cooperate with users and delivery agents to resolve any issues or disputes related to the order.
We reserve the right to remove pharmacies from the platform in case of consistent delays, complaints, or failure to comply with regulatory or platform standards.
10. Responsibilities of Delivery Agents
Delivery agents affiliated with our service must:
-Handle medical products with care and maintain appropriate hygiene.
-Deliver orders promptly and securely to the user’s provided address.
-Verify recipient identity and prescription where required before handover.
-Respect user privacy and refrain from opening or tampering with any package.
-Immediately report any delivery issues, delays, or user complaints through the appropriate support channels.
Misconduct, negligence, or repeated failure to meet service standards may result in removal from the platform.
11. Privacy
We collect and use your information in accordance with our Privacy Policy. By using the app, you consent to such collection and use.
12. Termination
We reserve the right to suspend or terminate your access to the Service at any time without notice if you violate these Terms or engage in unlawful activities.
13. Changes to Terms
We may modify these Terms from time to time. Continued use of the app after such changes constitutes your acceptance of the new Terms.
14. Governing Law
These Terms shall be governed by the laws of Kuwait. Any disputes shall be resolved exclusively in the courts of Kuwait.