Privacy Policy

Privacy & Security Policy

Transchem Online - Your Trusted Pharmacy Partner

Effective Date: November 2025

Last Updated: March 2026

Welcome to Transchem Online

At Transchem Online, your privacy and security are our top priorities . We are committed to protecting your personal information and ensuring a safe, secure shopping experience for all your pharmaceutical and health needs.

This Privacy & Security Policy explains how we collect, use, protect, and share your information in compliance with the Kenya Data Protection Act, 2019 and Pharmacy and Poisons Board regulations .

1. Information We Collect

1.1 Personal Information

When you use Transchem Online, we collect:

• Account Information: Name, email address, phone number, date of birth

• Delivery Information: Physical address, delivery instructions

• Payment Information: Payment method details (processed securely through our payment partners)

• Health Information: Prescription details, medical history (when you choose to share)

• Communication Records: Your messages with our customer service and pharmacists

1.2 Automatic Information

We automatically collect:

• Device Information: Browser type, operating system, IP address

• Usage Data: Pages visited, time spent on site, products viewed

• Location Data: General location for delivery purposes (with your permission)

1.3 Prescription Information

When you upload prescriptions, we collect:

• Prescription images or documents

• Prescribing doctor information

• Medication details and dosage instructions

• Prescription validity dates

2. How We Use Your Information

We use your information to:

2.1 Provide Our Services

• Process and fulfill your orders

• Verify prescriptions with licensed pharmacists

• Deliver medications to your doorstep

• Provide customer support and answer your questions

• Send order confirmations and delivery updates

2.2 Improve Your Experience

• Personalize product recommendations

• Remember your preferences and past orders

• Improve our website and mobile app functionality

• Develop new features and services

2.3 Ensure Safety & Compliance

• Verify prescription authenticity

• Prevent medication errors and adverse reactions

• Comply with pharmaceutical regulations

• Detect and prevent fraud

• Report to the Pharmacy and Poisons Board as required by law

2.4 Communication

• Send important updates about your orders

• Notify you of special offers and health tips (with your consent)

• Remind you about prescription refills

• Share important safety information about medications

3. How We Protect Your Information

Your security is paramount. We implement multiple layers of protection:

3.1 Encryption & Secure Transmission

• SSL/TLS Encryption: All data transmitted between your device and our servers is encrypted using industry-standard 256-bit encryption

• Secure HTTPS: Our website uses HTTPS to protect your connection

• Encrypted Storage: Your sensitive data is encrypted when stored on our servers

3.2 Access Controls

• Limited Access: Only authorized staff (pharmacists, customer service) can access your information

• Multi-Factor Authentication: Our staff use additional security verification to access systems

• Role-Based Permissions: Staff can only access information needed for their specific role

• Automatic Logout: Sessions automatically end after periods of inactivity

3.3 Physical & Technical Security

• Secure Data Centers: Your data is stored in certified, secure facilities

• Firewall Protection: Advanced firewalls protect against unauthorized access

• Regular Security Testing: We conduct quarterly security audits and penetration testing

• 24/7 Monitoring: Our systems are monitored around the clock for suspicious activity

3.4 Prescription Security

• Private Delivery: Medications delivered in discreet, unmarked packaging

• Secure Document Storage: Prescription images encrypted and stored securely

• Pharmacist Verification: All prescriptions verified by licensed pharmacists before dispensing

4. Your Privacy Rights

Under the Kenya Data Protection Act, 2019, you have the following rights:

4.1 Right to Access

• Request a copy of all personal information we hold about you

• Receive information about how we use your data

• How to request: Email privacy@transchem.co.ke or call our customer service

4.2 Right to Correction

• Update or correct inaccurate information

• Add missing information to your account

• How to correct: Log into your account or contact customer service

4.3 Right to Deletion ("Right to be Forgotten")

• Request deletion of your personal information

• Note: We may need to retain certain information for legal compliance (e.g., prescription records for 5 years as required by PPB)

• How to request: Email privacy@transchem.co.ke

4.4 Right to Data Portability

• Receive your data in a commonly used, machine-readable format

• Transfer your data to another service provider

• How to request: Contact transchem@proton.me

4.5 Right to Object

• Object to processing of your data for marketing purposes

• Opt out of promotional emails and SMS

• How to opt out: Click "unsubscribe" in emails or contact us

4.6 Right to Withdraw Consent

• Withdraw consent for optional data processing at any time

• Note: This won't affect processing based on legal requirements

5. How We Share Your Information

We respect your privacy and only share information when necessary:

5.1 With Your Consent

• We will ask your permission before sharing information with third parties

5.2 Service Providers

We share limited information with trusted partners who help us operate:

• Payment Processors: To process your payments securely (PCI-DSS compliant)

• Delivery Services: To deliver your orders (name, address, phone number only)

• SMS Providers: To send order updates and verification codes

• Cloud Services: To securely store and process data (Digital Ocean - SOC 2 certified)

Important: All service providers sign confidentiality agreements and are required to protect your data .

5.3 Legal Requirements

We may share information when required by law:

• Pharmacy and Poisons Board (PPB) reporting requirements

• Court orders or legal processes

• Protection of our rights and property

• Prevention of fraud or illegal activities

• Emergency situations affecting health and safety

5.4 Business Transfers

If Transchem is acquired or merged, your information may be transferred to the new owner, who will be required to honor this privacy policy.

We NEVER sell your personal information to third parties.

6. Data Retention

We keep your information only as long as necessary:

• Active Account Data: Retained while your account is active

• Prescription Records: Retained for 5 years (required by Pharmacy and Poisons Board)

• Transaction Records: Retained for 7 years (tax compliance requirements)

• Inactive Accounts: After 2 years of inactivity, we will notify you and then delete your account

• Marketing Data: Deleted upon request or 3 years after last interaction

7. Cookies & Tracking Technologies

7.1 What Are Cookies?

Cookies are small text files stored on your device that help us improve your experience .

7.2 How We Use Cookies

Essential Cookies (Required):

• Keep you logged in

• Remember items in your cart

• Process payments securely

• Ensure website security

Performance Cookies (Optional):

• Understand how you use our website

• Identify popular products and pages

• Improve website speed and performance

Marketing Cookies (Optional):

• Show relevant advertisements

• Measure effectiveness of marketing campaigns

• Personalize product recommendations

7.3 Managing Cookies

You can control cookies through: