TranschemOnline Pharmacy — Transchem Pharmaceuticals Limited

Effective Date: March 2026  |  Last Updated: March 2026

1. Introduction & Company Details

TranschemOnline is an online pharmacy service operated by Transchem Pharmaceuticals Limited, a company incorporated under the Laws of Kenya and duly licensed by the Pharmacy and Poisons Board (PPB) of Kenya. We provide online dispensing, pharmacy consultation, and healthcare product sales services through our website and mobile application.

2. Definitions

In these Terms and Conditions, the following definitions apply:

• "Platform" means the TranschemOnline website at transchemonline.co.ke and its mobile application.

• "User" or "You" means any individual who accesses, browses, registers, or transacts on the Platform.

• "We", "Us", or "Our" refers to Transchem Pharmaceuticals Limited trading as TranschemOnline.

• "Prescription Medicines" means medicinal products that may only be dispensed by a registered pharmacist upon presentation of a valid prescription issued by an authorised healthcare practitioner under the Pharmacy and Poisons Act (Cap. 244).

• "OTC Products" means over-the-counter medicines and healthcare products that may be supplied without a prescription.

• "Superintendent Pharmacist" means the registered pharmacist responsible for supervising all dispensing activities as required under the Pharmacy and Poisons Act.

• "Personal Data" has the meaning assigned to it under the Data Protection Act, 2019.

3. Eligibility

By using the Platform, you confirm that:

• You are at least 18 years of age. Persons under 18 may only use the Platform under the supervision of a parent or legal guardian.

• You are a resident of Kenya or are accessing the Platform for lawful purposes consistent with Kenyan law.

• You have full legal capacity to enter into binding agreements under the Law of Contract Act (Cap. 23) of Kenya.

• All information you provide on the Platform is accurate, current, and complete.

• You will not use the Platform to order prescription medicines for a person other than yourself without the express written authority of that person and a valid prescription in their name.

4. Pharmacy Regulation & Compliance

TranschemOnline operates in strict compliance with Kenya's pharmaceutical regulatory framework:

• All dispensing of prescription medicines is carried out under the direct supervision of a registered Superintendent Pharmacist licensed by the Pharmacy and Poisons Board under the Pharmacy and Poisons Act (Cap. 244).

• We will not dispense prescription-only medicines (POMs) without a valid prescription issued by a recognised healthcare practitioner registered in Kenya.

• We comply with the Pharmacy and Poisons (Amendment) Act and all PPB guidelines applicable to online pharmacy operations.

• We reserve the right to decline any order where, in the professional judgement of our pharmacist, dispensing would be inappropriate, unsafe, or contrary to Kenyan pharmacy law.

• Controlled drugs (Schedules I–IV of the Poisons and Pharmacy Act) are subject to additional verification requirements and may not be available for online dispensing.

5. Registration & Account Security

To place an order for prescription medicines, you must create an account on the Platform. You agree to:

• Provide accurate personal information including your full name, National ID / Passport number, date of birth, and a valid contact address.

• Keep your account credentials confidential and not share your username or password with any third party.

• Notify us immediately at transchem@proton.me if you suspect unauthorised access to your account.

• Accept responsibility for all activities conducted under your account.

We reserve the right to suspend or terminate accounts where false information is provided, where our Terms are violated, or where we have reasonable grounds to believe the account is being misused.

6. Ordering & Payment

6.1 Order Process

• All orders are subject to acceptance by our Superintendent Pharmacist. Placement of an order does not constitute a binding contract until confirmed by us.

• For prescription medicines, your order will not be processed until a valid prescription has been verified by our pharmacist.

• We reserve the right to cancel any order at our discretion, including where stock is unavailable, where a prescription cannot be verified, or where there are safety concerns.

6.2 Pricing

• All prices are displayed in Kenya Shillings (KES) and include applicable Value Added Tax (VAT) at the rate prescribed under the Value Added Tax Act, 2013.

• Prices are subject to change without notice. The price applicable to your order is the price confirmed at the time of checkout.

• We are not responsible for pricing errors arising from technical faults and reserve the right to cancel orders placed at incorrect prices.

6.3 Payment

• We accept payment via M-Pesa, debit/credit cards, and other methods displayed at checkout.

• All card payments are processed by a PCI-DSS compliant payment gateway. We do not store full card details on our systems.

• Payment must be received in full before medicines are dispatched.

7. Delivery

• We deliver to addresses within Kenya. Delivery timelines are estimates only and are subject to logistical conditions.

• Prescription medicines will only be delivered to the registered patient's verified address. We reserve the right to require proof of identity upon delivery.

• Risk of loss or damage to products passes to you upon delivery. We ask for you to verify status of the medicine before the courier departs. Any complaints afterwards shall be honored if the issue regards effectiveness and safety of the medication during use.

• We are not liable for delays caused by events beyond our reasonable control, including but not limited to traffic conditions, weather, or third-party courier failures.

• We comply with the cold-chain requirements under the Pharmacy and Poisons (Wholesale Dealing) Regulations for temperature-sensitive medicines.

8. Returns & Refunds

In accordance with the Consumer Protection Act, 2012 (Section 56–62):

• Medicines and healthcare products that have left our custody cannot be returned for resale due to safety and regulatory requirements under the Pharmacy and Poisons Act.

• You are entitled to a refund or replacement where a product is defective, damaged in transit, or where the wrong product was supplied. We ask for you to verify status of the medicine before the courier departs. Any complaints afterwards shall be honored if the issue regards effectiveness and safety of the medication during use

• Refund claims must be raised within 48 hours of delivery by contacting transchem@proton.me or calling +254 743 109 640.

• Refunds will be processed within 7 working days to the original payment method.

• We will not accept returns of prescription medicines once dispensed, except where there is a dispensing error on our part.

9. Intellectual Property

All content on the Platform, including but not limited to text, images, graphics, logos, and software, is the property of Transchem Pharmaceuticals Limited or its licensors and is protected under the Copyright Act (Cap. 130) of Kenya. You may not reproduce, distribute, or use any content from the Platform without our express written consent.

10. Data Protection & Privacy

We collect and process your personal data in accordance with the Data Protection Act, 2019 (Act No. 24 of 2019) and the Data Protection (General) Regulations, 2021. We are registered with the Office of the Data Protection Commissioner (ODPC) of Kenya. Key principles we adhere to:

• We collect only the personal data necessary for providing our pharmacy services (data minimisation).

• Your data is used only for the purposes for which it was collected and will not be sold to third parties.

• You have the right to access, correct, delete, and object to the processing of your personal data, exercisable by contacting transchem@proton.me.

• Prescription and health data is treated as sensitive personal data requiring explicit consent under Section 25 of the Data Protection Act.

• For full details, please refer to our Privacy Policy available on the Platform.

11. Limitation of Liability

To the fullest extent permitted by the laws of Kenya:

• We shall not be liable for any indirect, incidental, special, or consequential loss arising from your use of the Platform.

• Our total liability to you in respect of any claim arising from these Terms shall not exceed the amount you paid for the specific order giving rise to the claim.

• Nothing in these Terms excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under the Consumer Protection Act, 2012 or the Pharmacy and Poisons Act (Cap. 244).

12. Amendments

We reserve the right to amend these Terms at any time. Amended Terms will be posted on the Platform and will take effect 14 days after posting. Continued use of the Platform after the effective date of amended Terms constitutes your acceptance of the revised Terms. For material changes, we will notify registered users by email.

13. Governing Law & Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of Kenya.

• Any dispute arising from or in connection with these Terms shall first be subject to good-faith negotiation between the parties.

• If not resolved within 30 days, disputes shall be referred to mediation in accordance with the Nairobi Centre for International Arbitration (NCIA) Mediation Rules.

• If mediation fails, disputes shall be subject to the exclusive jurisdiction of the Courts of Kenya.

• Consumer complaints may also be escalated to the Competition Authority of Kenya under the Consumer Protection Act, 2012, or to the Pharmacy and Poisons Board.

14. Contact & Complaints

To exercise your rights, submit a complaint, or seek clarification on these Terms, please contact us:

Contact Us

For queries relating to these Terms and Conditions: