Privacy Policy

We collect only what we need to provide the Service:

• Account details: name, phone number, and (optionally) email.
• Location: approximate location you provide or allow your browser to share, so we can surface nearby pharmacies.
• Orders and prescriptions: the items you order, delivery address, prescription images you upload, and any notes you add for the pharmacy.
• Messages: chats you send to pharmacies or to Madawa support.
• Technical data: device type, browser, and basic request logs used for security and reliability.

We use your information to:

• route your orders and prescriptions to appropriate pharmacies;
• show you nearby pharmacies and estimated delivery times;
• send transactional notifications (order confirmations, status updates);
• prevent fraud and abuse, and comply with legal obligations;
• improve the Service, in aggregate, not to profile you individually.

We do not sell your personal information, and we do not use it for advertising.

We share the minimum information needed to complete your request:

• Pharmacies you place orders with receive your name, contact details, delivery address, order items, and any prescription images or notes you attach.
• Delivery partners (where used) receive the address and a contact number so they can reach you.
• Service providers we rely on (hosting, SMS/email delivery, payment processing) process data on our behalf under confidentiality agreements.
• Authorities, where we are legally required to disclose information (for example, a court order or a regulator's request).

Prescription images and the medications you order are health information and we treat them as particularly sensitive. We store them securely, restrict access to staff with a need to know, and only share them with the pharmacy you chose to fulfil the order.

We may retain prescription records for the period required by applicable pharmacy and health regulations.

We keep your information for as long as your account is active and for a reasonable period afterwards to comply with legal, tax, and regulatory requirements. You can request deletion at any time. See "Your rights" below.

We use industry-standard measures to protect your information: encrypted connections, hashed passwords, access controls, and audit logs. No system is perfectly secure, but we work hard to minimise risk and respond quickly to incidents.

You have the right to:

• access the personal information we hold about you;
• correct inaccurate information (you can update most fields in your profile);
• request deletion of your account and associated data, subject to legal retention requirements;
• object to or restrict certain processing of your information;
• withdraw consent where we rely on it (for example, location access).

To exercise any of these rights, contact us through the in-app chat or email support@madawa.com.

We use only essential cookies and local storage, for authentication, your cart, and your theme preference. See the Cookie Policy for a full list.

Madawa is not directed at children under 18. If you believe a child has created an account without parental consent, let us know and we'll delete the account.

If we make material changes to this policy, we'll update the "Last updated" date and, where appropriate, notify you in-app or by email.

For privacy questions or to exercise your rights, reach out through the in-app chat, or contact us directly:

• Email: support@madawa.com
• Phone: +254 729 815 924
• Address: Nikom Plaza, Avenue Road, Upper Hill, Nairobi, Kenya