Terms and Conditions

By registering, logging in, booking a consultation, issuing or filling a prescription, placing a medicine order, or otherwise using Mapalo Meds, you agree to these Terms. If you use the Services on behalf of a clinic, pharmacy, or another person (including a child), you confirm you are authorised to bind them.

These Terms are effective from 20 September 2026 and are governed by the laws of the Republic of Zambia.

Mapalo Meds is a digital healthcare and pharmacy platform. It lets patients consult qualified doctors, receive prescriptions, and order medicines. Doctors manage appointments, patients, notes, and prescriptions. Pharmacy staff dispense medicines, manage inventory, and fulfil deliveries. Administrators verify doctors and oversee users, pharmacies, and reports.

Operating location: Mapalo Meds Lusaka, Cairo Road, Lusaka, Zambia. Pharmacy fulfilment: Mapalo Meds Lusaka Pharmacy. Support hours: Monday–Saturday, 08:00–20:00 CAT.

• You must be 18 years or older to create an account, or a parent/guardian acting for a child.
• You must provide accurate name, email or phone, and password details and keep them up to date.
• You are responsible for all activity under your login. Do not share passwords.
• Patient and doctor self-registration is available. Administrator accounts are issued only by Mapalo Meds.
• Doctor accounts may remain limited until professional verification is completed.
• We may refuse, suspend, or close an account if information is false, a licence cannot be verified, or these Terms are broken.

When you use Mapalo Meds as a patient, you agree to:

• Give complete and honest medical history, symptoms, allergies, and current medicines so the clinician can practise safely.
• Attend booked appointments or cancel in reasonable time.
• Use prescriptions only as directed and for the named patient.
• Collect or receive medicines only for yourself or a person you are legally authorised to collect for.
• Not use the platform to obtain medicines by deception or for resale.
• Follow delivery instructions and keep your phone available for the rider.

A consultation on Mapalo Meds is a professional healthcare encounter. It is not a guarantee of a particular diagnosis, medicine, or outcome. The doctor may refuse a request that is clinically inappropriate or unlawful.

Doctors using Mapalo Meds must:

• Hold a current licence to practise in Zambia and remain in good standing with the Health Professions Council of Zambia (HPCZ) or other applicable council.
• Practise within their competence and specialty, keep records accurately, and issue prescriptions only where clinically justified.
• Comply with professional ethics, confidentiality, and telemedicine standards applicable in Zambia.
• Not use the portal to advertise unapproved products or to divert patients in breach of clinic policy.
• Review patient history, labs, and documents before prescribing where reasonably needed.
• Cooperate with Mapalo Meds verification, audits, and incident reviews.

The treating doctor remains clinically responsible for advice, diagnoses, and prescriptions they issue. Mapalo Meds provides the software platform; it is not a substitute for the doctor’s professional judgement.

Mapalo Meds Lusaka Pharmacy dispenses medicines ordered through the platform. Pharmacy users must:

• Dispense only against a valid prescription where the law requires one.
• Follow ZAMRA and Medicines and Allied Substances rules, including for antibiotics and other controlled or restricted medicines.
• Check patient identity, allergies, and dosing before release.
• Keep inventory accurate, including low-stock thresholds, and do not dispense expired stock.
• Use clinically appropriate substitutes only with the prescriber’s confirmation where required.
• Protect customer and prescription data in line with the Privacy Policy.

Mapalo Meds may refuse to fulfil an order that appears forged, unsafe, incomplete, or outside the pharmacy’s licensed scope.

Administrator access is restricted to authorised Mapalo Meds personnel. Admins must verify doctors fairly, manage users and pharmacy data lawfully, access clinical information only when needed for operations, safety, or support, and must not misuse reports or user lists.

Consultations may be in person at Mapalo Meds Lusaka or facilitated through the doctor portal (notes, history, prescriptions, labs, documents, and messages). Availability depends on clinician schedules.

• The Services do not replace in-person examination where that is clinically necessary.
• Information in the app is for your care on Mapalo Meds; it is not general public medical advice.
• Lab results and uploaded documents are interpreted by your clinician; they are not a standalone diagnosis.
• If your condition worsens, seek urgent or emergency care rather than waiting for a message reply.

• Prescriptions are issued for a named patient and are not transferable.
• Some medicines cannot be sold without a prescription under Zambian law.
• We may contact the prescriber about substitutions when a medicine is low in stock.
• Always read the pharmacy label and patient information. Ask the pharmacist if you are unsure.
• Keep medicines out of reach of children and store them as directed.
• Do not use another person’s leftover medicines.

Prices are shown in Zambian Kwacha (ZMW / K). Delivery is currently offered within the pharmacy’s delivery radius (as configured in pharmacy settings, typically around Lusaka). Orders may show statuses such as Processing, Packed, Out for Delivery, and Delivered.

• A contract for medicines is formed when the pharmacy accepts the order and can lawfully dispense it.
• Delivery times are estimates, not guarantees. Traffic, weather, and stock can cause delay.
• You must provide an accurate delivery address and reachable phone number.
• If you are not available, the rider may attempt contact and return the order to the pharmacy.
• Refunds or replacements for damaged, incorrect, or missing items should be requested promptly with the order number. Opened cold-chain or personalised medicines may not be returnable except where the law says otherwise.
• Consultation fees, if charged, are for the clinician’s time and are generally non-refundable once the consultation has started, except at our discretion or where required by consumer law.

You must not:

• Break Zambian law or medicines regulations.
• Seek or issue prescriptions that are not clinically justified.
• Upload malware, scrape the Service, or attempt to access another person’s records.
• Harass clinicians, pharmacy staff, or other users.
• Post or send unlawful, defamatory, or sexually explicit content.
• Impersonate another person or misrepresent your licence or role.
• Use the Services to run a competing pharmacy fulfilment operation without our written consent.

The Mapalo Meds name, heart-cross mark, tagline “Your Health. Our Priority.”, software, layout, and original content are owned by Mapalo Meds or its licensors. You receive a limited, revocable licence to use the Services for their intended healthcare purpose. You may not copy, reverse engineer, or republish the platform except as allowed by law.

You keep ownership of content you submit (for example a symptom description or uploaded document) and grant Mapalo Meds a licence to host and use it to provide care, dispensing, support, and legal compliance.

Mapalo Meds will provide the platform with reasonable care. We do not warrant that the Services will be uninterrupted, error-free, or that a particular medicine will always be in stock.

To the maximum extent permitted by Zambian law, Mapalo Meds is not liable for indirect or consequential loss, loss of profit, or loss arising from: information you failed to give a clinician; your delay in seeking emergency care; third-party networks or device failure; or a clinician’s or pharmacist’s independent professional act or omission. Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be limited by law.

You agree to indemnify Mapalo Meds against claims arising from your misuse of the Services, your breach of these Terms, or content you submit, except to the extent caused by our own negligence or unlawful conduct.

You may stop using Mapalo Meds at any time and may request account closure on the Delete account page (/delete-account) or by emailing support. We may suspend or terminate access if you breach these Terms, if required by a regulator, or if we discontinue a feature. We will try to give reasonable notice unless we must act immediately for safety or legal reasons.

Clinical and pharmacy records may be retained after account closure as described in the Privacy Policy.

We may update these Terms. The effective date will change. Continued use after an update constitutes acceptance, except where the law requires a new agreement.

These Terms are governed by the laws of the Republic of Zambia. The courts of Lusaka have jurisdiction, without limiting any non-waivable consumer rights.

Please contact legal@mapalomeds.com or support@mapalomeds.com first so we can try to resolve the issue. Nothing here prevents you from complaining to HPCZ, ZAMRA, the Data Protection Commissioner, or a consumer authority where they have a mandate.

• If a clause is unenforceable, the rest of the Terms remain in force.
• Our failure to enforce a right is not a waiver.
• You may not assign your account without our consent. We may assign these Terms as part of a reorganisation.
• These Terms, the Privacy Policy, and any additional role-specific notices are the entire agreement for use of the Services.
• Force majeure: we are not responsible for delay caused by events beyond reasonable control, including utility failure, industrial action, epidemic restrictions, or extreme weather.

• Mapalo Meds · Your Health. Our Priority.
• Cairo Road, Lusaka, Zambia
• Phone: +260 211 000 100
• Support: support@mapalomeds.com
• Legal: legal@mapalomeds.com
• Hours: Monday–Saturday, 08:00–20:00 CAT