Terms of Service

Madawa is a marketplace that connects patients with licensed, independent pharmacies. We display medication availability and pricing from participating pharmacies and route your orders to them for fulfilment. Madawa does not itself dispense, prescribe, or manufacture medication.

You need an account to place orders, chat with pharmacies, or post a prescription request. You're responsible for keeping your login credentials safe and for any activity on your account. Tell us immediately if you suspect unauthorised use.

You must be 18 or older, or have a parent or guardian place orders on your behalf. Provide accurate information (name, phone, delivery location) so pharmacies can reach you.

You can search for medications, request quotes from pharmacies, post prescriptions for nearby pharmacies to respond to, and place orders for delivery or pickup. The contract of sale for any medication is between you and the dispensing pharmacy. Madawa facilitates the transaction and communication.

Availability, pricing, and delivery times shown on Madawa come from the pharmacies and may change. A final confirmation from the pharmacy is required before an order is binding.

Some medications require a valid prescription from a licensed prescriber. When you upload a prescription, you confirm it is genuine and issued to you (or to someone you're authorised to collect for). Pharmacies may refuse any order where the prescription is unclear, expired, or otherwise non-compliant.

Madawa may retain prescription images as required by law and to help pharmacies verify your order. We don't share prescriptions for any purpose other than fulfilling your request.

Prices shown include applicable taxes unless stated otherwise. Pharmacies set their own prices and discounts. If a price changes between the time you placed an order and confirmation, the pharmacy will contact you before proceeding.

Payment methods, refund windows, and dispute resolution follow the pharmacy's own policy unless Madawa displays a specific marketplace-wide policy at checkout.

Delivery and pickup timeframes are estimates. Weather, traffic, stock checks, and prescription verification can affect actual fulfilment time. For pickup, please collect within the window the pharmacy communicates.

You may cancel an order before the pharmacy marks it ready. Once an order is being prepared, dispensed, or out for delivery, cancellation is subject to the pharmacy's policy. For reasons of patient safety, dispensed medication generally cannot be returned.

You agree not to:

• use the Service for anything unlawful, fraudulent, or harmful;
• upload forged prescriptions or impersonate someone else;
• attempt to bypass security, scrape, or overload the Service;
• harass pharmacy staff or other users on the platform.

We may suspend or terminate accounts that violate these rules.

Madawa is not a substitute for medical advice. Information shown on product pages is provided for reference; always follow the instructions of your prescriber and pharmacist. If you think you're having a medical emergency, call your local emergency services immediately.

To the maximum extent permitted by law, Madawa is not liable for losses arising from a pharmacy's acts or omissions, from interruptions or errors in the Service, or from your reliance on information shown on the platform. Nothing in these Terms limits liability that cannot be excluded by law.

We may update these Terms to reflect changes to the Service or the law. When we do, we'll update the "Last updated" date at the top. Continued use of Madawa means you accept the revised Terms.

Questions about these Terms? 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