Terms and Conditions

2.Who can use the Service

• You must be at least 18 years old. We do not provide treatments or tests to anyone under 18.
• You must be located in Kenya and able to receive deliveries at an address within our delivery area (currently Nairobi and its environs).
• You must use the Service for yourself. Do not complete a health assessment or order a prescription treatment on behalf of someone else.
• You must provide accurate, complete and current information, and keep it up to date in your Patient Portal.

3.Your account and signing in

We never ask you to create or remember a password. You sign in with a one-time code sent to your email address or phone number, or with your Google account. Your account is created automatically the first time you sign in.

You are responsible for keeping access to your email inbox, phone number and Google account secure, because anyone with that access can sign in as you. Tell us immediately at [email protected] if you believe someone else has used your account.

When you sign in on sawadoc.com you are also signed in to the Patient Portal, and vice versa. Signing out in either place signs you out of both.

4.What we offer

The Service brings together several kinds of care. Each works a little differently:

• Prescription treatments (for example weight loss, sexual health, women’s health and menopause). These require you to complete an eligibility questionnaire, and a licensed doctor reviews every assessment before anything is dispensed.
• Lab tests. Some are at-home self tests that you read yourself. Others are processed by our partner laboratory: we post you a collection kit, or for some tests you provide a sample in person, and your results are released to your Patient Portal.
• Supplements and everyday products. These are ordinary purchases with no questionnaire or doctor review.
• Monthly refills (product subscriptions) for treatments where a recurring supply makes sense.

The Service is not for emergencies. If you think you are having a medical emergency, go to your nearest health facility or call emergency services straight away.

5.Medical information and the doctor’s decision

Information on the Service, including product pages, warnings, side effects and general health content, is for information only. It does not replace advice from a doctor who has examined you, and nothing on the Service is a diagnosis.

Only a licensed doctor decides whether a prescription treatment is suitable for you. The doctor may approve your request, decline it, or ask to speak with you first. We make no promise about any particular result from any treatment.

Always read the patient information supplied with your medicine and follow the doctor’s and pharmacist’s instructions. Stop and seek medical help if you have a serious reaction.

6.The eligibility questionnaire

Before a prescription treatment, you complete a questionnaire about your health, which may include your date of birth, height and weight, pregnancy status, medical conditions, medicines and surgeries. You can save your answers and come back later.

Your answers must be truthful and complete. The doctor relies on them to decide whether a treatment is safe for you; an incomplete or inaccurate answer could put your health at risk. Giving false information is a breach of these Terms and we may close your account.

Your answers, the questions as you saw them, and the outcome of the assessment are stored with your order so that the doctor, and later you, can see exactly what was reviewed.

7.Orders, prices and payment

All prices are shown in Kenyan Shillings (KES) and include any applicable taxes unless the page says otherwise. The price, product name and strength shown at checkout are fixed for that order even if our catalogue later changes.

You pay when you place your order. Payments are processed by Paystack, and you can pay by M-Pesa or by card. We do not see or store your full card number or M-Pesa PIN.

An order is only confirmed once Paystack confirms your payment. If a payment fails or is not completed, we will send you a link to try again; no order is placed until it succeeds.

Stock is checked again when you pay. In the rare case an item is no longer available after you have paid, we will refund it in full.

8.Doctor review of prescription orders

For prescription treatments, your payment is taken first and your order then waits for a doctor to review your assessment. Nothing is dispensed until the doctor has made a decision.

• If the doctor approves, a prescription is created and our pharmacy prepares your order.
• If the doctor declines, your order is cancelled and your payment is refunded automatically and in full to the M-Pesa number or card you paid with. We will confirm by email and SMS, and a credit note will be available in your Patient Portal. How long the refund takes to reach you depends on Paystack and your bank or mobile money provider.
• If the doctor wants to speak with you, we will email you to arrange it. Your order stays on hold until then.

9.Delivery

We deliver to the name, county, street address and phone number you give at checkout. Please check them carefully; we cannot be responsible for a delivery that goes to an address you gave us incorrectly.

You can follow your order in the Patient Portal, and we will message you when it has been dispatched and delivered. We currently deliver within Nairobi and its environs, between 7am and 9pm. Delivery times are estimates and may vary by area. Delivery charges: final delivery matrix to be provided.

10.Monthly refills

Where a treatment offers a monthly refill, choosing it means you authorise us to place a new order for the same treatment and strength each month and to charge you for it.

• We remind you by email and SMS three days before each refill is due, showing the amount and date.
• If you pay by card, the saved card is charged automatically on the due date. If you pay by M-Pesa, we send a payment prompt and a pay link with the reminder, and again the day before and on the due date if it has not been approved.
• If a refill payment does not succeed, we retry a few days later. If it still fails, the refill lapses and we let you know. No further orders are placed until you restart it.
• Refills require a valid prescription. If yours needs renewing, we will tell you what to do before the next refill.
• You can pause or cancel a refill, or change how you pay, at any time in the Patient Portal. A change made before a refill is charged takes effect from that refill.

11.Lab tests

For tests processed by our partner laboratory, we post you a collection kit, or for tests such as semen analysis you provide a sample in person following the instructions we send. Follow the kit instructions carefully; a sample that cannot be processed may need to be repeated.

Your results are released to your Patient Portal. For some tests a doctor reviews the result and adds a comment before it is released. Results are information about your health and are not a diagnosis or treatment plan on their own; please discuss them with a doctor.

At-home self tests (for example pregnancy or drug tests) are read by you, following the manufacturer’s instructions. We do not receive or interpret their results.

12.Messages we send you

We send service messages by email and SMS at each step of an order: sign-in codes, order confirmation, the doctor’s decision, dispatch, delivery, lab updates, refill reminders and refunds. These are part of the Service and cannot be switched off while you have an account.

Our messages are deliberately discreet: they never include a diagnosis or the name of a medicine, and point you to the Patient Portal instead.

Reorder reminders for one-off purchases can be switched off at any time using the link in the message.

13.Acceptable use

• Do not use the Service to obtain medicines or tests for anyone else, or in a way that breaks Kenyan law.
• Do not interfere with the Service, attempt to access other people’s accounts or data, or use automated tools to scrape or overload it.
• Do not resell products bought through the Service.

We may suspend or close an account that breaches these Terms, and may refuse or cancel orders where we reasonably suspect misuse or fraud.

14.Our content

The SawaDoc name, logo, website design and content belong to us or our licensors. You may use them only to use the Service as intended.

15.Our responsibility to you

We provide the Service with reasonable care and skill. We are responsible for loss you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care, and we do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence.

We are not responsible for loss that was not foreseeable, for loss caused by information you gave us that was inaccurate or incomplete, or for events outside our reasonable control such as courier or network failures.

To the extent permitted by law, our total liability to you in connection with an order is limited to the amount you paid for that order.

16.Changes to the Service and these Terms

We may change the treatments, tests and products we offer, their prices and these Terms from time to time. Changes to these Terms apply from the date shown at the top of this page and do not affect orders already placed. If a change is significant we will let you know by email or in the Patient Portal.

17.Governing law and contact

These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute, without limiting any right you have to complain to a regulator.

Questions about these Terms: [email protected] or +254 707 053 367.