Updated on : 01/04/2026

Product / Service Details with Pricing Structure

Privacy Policy

Thanks for choosing Farmako Healthcare Private Limited ("Farmako", "Service", "we", "us", "our"). We are pleased to make our Service available to you, the Customer ("you", "User", "Customer"). Farmako includes the Farmako App, website, features, the proprietary closed-loop wallet made available on the Farmako platform and branded as the "Fitcoin Wallet" (also referred to in these policies, where applicable, as the "Farmako Wallet"), and other associated services.

Farmako operates an inventory-led retail pharmacy model through its duly licensed retail pharmacy operations and provides a platform to purchase pharmaceutical products as prescribed to you by a licensed medical professional/doctor, and other eligible non-prescription products, and facilitates the expeditious delivery of such products through registered pharmaceutical vendors. Farmako may also make available an AI-enabled conversational interface for customer knowledge, discovery and understanding and, for orders comprising eligible non-prescription items, for item selection, cart creation and order-flow generation prior to payment without human intervention. Farmako AI may also assist in identifying and adding prescription medicines to the cart; however, where prescription medicines are included in the cart, the customer shall be required to upload a valid prescription or seek consultation from Farmako's doctor, as applicable, and such prescription orders shall remain subject to review, verification and processing through licensed pharmacists, doctors and / or other authorised medical professionals, as applicable. This is our Privacy Policy, which helps explain our information practices.

If you install, use, access Farmako or any of its features, you have read and accepted the terms of this Policy. You have also accepted the Farmako 'Terms and Conditions and Content Policy', and other terms which are available on the Farmako App, Farmako Website, and otherwise. Please make sure to read these documents. By using Farmako, you are entering into a binding contract(s) with Farmako. Your contract with us includes this Policy, the Terms and Conditions, etc. If you don't agree with and accept the above, please do not use, install, access Farmako or any of its features.

This Policy is applicable to information provided by users while using Farmako, and not to information made available to Farmako from other users or to third parties. Should Farmako obtain information pertaining to you from websites, apps, landing pages, third parties, etc. that may be accessed by Farmako's users through Farmako or otherwise, such information will be subject to the privacy and other policies and terms of the said websites, apps, landing pages, etc. This Policy shall not apply to websites, apps, landing pages, etc. or any third-party services accessed by you through Farmako including in case such websites, apps, landing pages, etc. and/or third-party services are advertised on Farmako.

Your access to Farmako's Services and the provision of your information to us confirms that you have the capacity to enter into a legally binding contract with us. You agree that you are above 18 years of age, and if you are below 18 years of age, you agree that you are being represented by a legal guardian who has the capacity to enter into a legally binding Agreement to avail our Services.

You also warrant and represent that any registration information and other information that you submit or otherwise provide to Farmako is true, accurate and complete, and you agree to keep it that way at all times.

This Privacy Policy is made in accordance with the Information Technology Act, 2000, ("IT Act"), the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 ("SPDI Rules") and the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021 ("Intermediary Guidelines")

Consent

If you are availing our Services, you are either consenting electronically or physically and you represent that your consent is free and informed.

If you are below the age of 18 or seriously ill or mentally incapacitated, your parent or guardian or nominee is giving consent on your behalf.

We shall ensure that:

collection and use of personal data from user is done only to the extent necessary for the purposes of processing;
the processing of all personal data will be done in a fair and reasonable manner, ensuring the privacy of the user;
No personal data shall be transferred without the consent of the user;
the personal data collected will not be retained beyond the period necessary to satisfy the purpose for which it is collected.

Information We Collect

Information collected with a prompt:
- We require you to create an account on our Website or Application to access our services. We will be collecting your email address and name. You will also be asked to provide certain information, which will be categorized as Sensitive Personal Data ("SPD") including age, gender, telephone number, identity proof, health status, details of your medical records, prescriptions, intakes, the identity of your licensed medical professional/doctor for authentication purposes, diagnostic results and any other relevant health information. We will also be collecting and storing information with respect to payment, such as card details, your UPI ID, expiration date of your card, billing and shipping address. We may also collect and store your contact details and, where you voluntarily share the contact details of any associated contact, recipient, nominee, referred person or other contact person in connection with the Services, such contact details, subject to your confirming that you have obtained the necessary consent or authority to share such details with Farmako for the relevant purpose.
- We may also collect and store Farmako Wallet-related information including wallet balances, wallet transaction logs, wallet ledger entries, the source and category of credits, expiry dates applicable to such credits, redemption history, reversal history, failed or blocked redemption attempts, order level settlement splits between wallet usage and INR payments, GST-related settlement records, and records linking the foregoing financial data to your registered phone number.
- In order to deliver products to your address, you will be required to provide information regarding your location and address. Farmako may collect and store the current and past location of your device if you permit. You have full control over whether to allow or not allow Farmako to collect this information by making changes to your device's settings.
- Customer Support. You may also provide us with information related to your use of Farmako, including copies of your messages / posts, and how to contact you so that we can provide you with customer support. For example, you may send us an email with information relating to our app performance, or other issues.
- Where Farmako makes available any AI chatbot or conversational interface, we may also collect and store the prompts, queries, responses, uploads, feedback, timestamps, metadata, item discovery history, cart creation or modification logs, customer confirmations and related interaction history generated through such chatbot. Such chatbot may be used for customer knowledge, discovery and understanding on the platform and, for orders comprising eligible non-prescription items, may also assist in identifying products, updating quantities, adding eligible items to cart and generating the order flow without human intervention prior to payment. Farmako AI may also assist in identifying and adding prescription medicines to the cart; however, where prescription medicines are included in the cart, the customer may be required to upload a valid prescription or seek consultation from Farmako's doctor, as applicable, and we may collect and store related prescription-upload records, consultation-routing records, verification logs, approval status and associated interaction history for such prescription-linked orders.
Information collected without a prompt:
- Device Information: We may collect the below with respect to any device through which Farmako is used or accessed:
  - Device Identifiers.
  - Location-Background location if permitted
  - IP Address.
  - Operating System.
  - Operating System Version.
  - Advertising Identifiers.
  - Device Make.
  - Display Features.
  - Network Provider/Wi-Fi or other ISP.
  - Battery level and usage.
  - Memory usage.
  - Other apps or services installed or used through the device.
  - Content Type and Non-Personal information related to ads.
  - Profile Information.
- We may access your device's camera, microphone, photo and/or video and/or audio library or gallery.
- We may also collect information provided by third parties, such as order details, details shared with pharmaceutical vendors who are partnered with, and other sources. These sources may disclose to us personal or non-personal information collected by them. We have no control over or responsibility in respect of third-party information practices or information collection methods.
- Farmako may also collect tracking information including cookies, DART, beacons, etc.
- Usage and Log Information. We collect service-related, diagnostic, and performance information, including information about your activity (such as how you use Farmako, the Products you view, the Products you buy, etc.), log files, and diagnostics, crash information, website, and performance logs and reports, etc. We may also collect and maintain wallet access logs, OTP verification logs, authentication records, device and login data associated with wallet activity, audit trails relating to crediting and redemption of referral / loyalty / refund credits, and records generated for fraud prevention, dispute resolution, tax, accounting and compliance purposes.

Collection and Purpose of user Phone Number

At Farmako Healthcare Private Limited, we collect the phone numbers of our users primarily to enhance our service delivery and user experience. The phone numbers are collected during account registration or at the point of order placement. The primary uses of these phone numbers are as follows:

Login Authentication: We use phone numbers for login verification to ensure the security of user accounts.
Order Delivery: Phone numbers are used to facilitate efficient and effective delivery of orders. They enable direct communication between our users and our delivery personnel.
Communication by Delivery Partners: Our delivery partners may use the provided phone numbers to contact users for queries or updates related to the delivery of orders.
Sharing Payment Links: For ease of transaction, we may send payment links via SMS to the provided phone numbers, ensuring a smooth and secure payment process.
Farmako Wallet: The Farmako Wallet shall be strictly linked to the customer account associated with the registered phone number. We may use the registered phone number to authenticate wallet access, validate wallet redemptions, communicate wallet credits, debits and expiry events, investigate suspicious activity, prevent duplicate or fraudulent accounts, and maintain records linking wallet balances and wallet transaction activity to the relevant customer.
Marketing and Promotional Communications: We may use your phone number and other contact details to send you service-related communications, promotional offers, discounts, loyalty or cashback programme communications, referral programme communications, customer-engagement messages and other marketing or campaign-related communications in accordance with applicable law.
Associated Contacts Shared by You: Where you voluntarily share the phone number or other contact details of any associated contact, recipient, nominee, referred person or other contact person in connection with the Services, and confirm that you have obtained the necessary consent or authority to share such details, we may use such information for the relevant service purpose and, where applicable and consented to, for communications relating to offers, promotions, referrals or customer engagement activities.

How We Use Information

We shall make all reasonable efforts to use, disclose and request only the minimum amount of personal data needed to accomplish the intended purpose of use, disclosure or request.

We shall not disclose any data to third parties except with your express consent or where such disclosure is reasonably required for order fulfilment, delivery, payment processing, Farmako Wallet operations, fraud prevention, customer support, legal compliance or other purposes disclosed in this Policy or otherwise permitted under applicable law.

We may use all the information we collect to help us operate, provide, improve, understand, customize, and support Farmako.

Our Services: We operate and provide Farmako, including providing customer support, and improving, fixing, and customizing Farmako by using the said information. We use the information for order processing, delivery of medicines and sharing the required information with third party vendors for the purpose of providing Services. We use the information we collected to create a digitized medical history of our users, for your access and viewing if you permit us to do so. This enables Farmako to be a one-stop location to view all your personal medical records. We utilize the information provided by you to improve Farmako's Website and Application, and conduct troubleshooting activities. We also use your information to respond to you when you contact us. We may also use your information for improving search results, content loading, performance, etc to improve your user experience.
Send you communications including by e-mail, SMS, WhatsApp, phone call or other permitted communication channels. We may also use your phone number, e-mail address and other contact details, and where voluntarily shared by you with the necessary consent or authority, the contact details of associated contacts, recipients, nominees, referred persons or other contact persons, for marketing activities, promotional campaigns, offers, discounts, referral communications, loyalty or cashback programme communications and other customer engagement activities in accordance with applicable law.
We may use wallet-related information to issue, hold, verify, reverse, expire, settle and reconcile Farmako Wallet credits; to process referral, loyalty, cashback and refund credits; to apply wallet balances at checkout; to maintain order level payment adjustment records; to prevent misuse, self-referrals and other fraudulent activity; and to comply with legal, tax, accounting, audit and internal control requirements.
We may also store and review Farmako AI chatbot interactions for customer knowledge, discovery and understanding, service quality review, troubleshooting, internal analytics, and facilitation of eligible non-prescription item discovery and carting. Where an order comprises only eligible non-prescription items, Farmako AI may assist in product discovery, item selection, quantity updates, adding eligible items to cart and generating the order flow without human intervention prior to payment; however, payment remains subject to the customer's review and affirmative confirmation. Farmako AI may also assist in identifying and adding prescription medicines to the cart, but where prescription medicines are included, Farmako AI shall not independently complete such prescription orders and the customer shall be required to upload a valid prescription or seek consultation from Farmako's doctor, as applicable, before further processing.
Where a prescription is uploaded, relied upon, or the cart includes prescription medicines, the interaction and order processing shall be routed to, reviewed by or processed through our licensed pharmacists and doctors / licensed medical professionals, as applicable. Farmako AI may assist in adding prescription medicines to the cart, but shall not issue prescriptions, perform independent clinical decision making, approve prescription carts or independently process prescription medicine orders. Where required, the customer shall upload a valid prescription or seek consultation from Farmako's doctor, as applicable, and the prescription shall be reviewed and verified by our registered pharmacists before the relevant prescription order is approved for further processing.
Safety and Security: We also use your information to try and ensure safety and security of our users and their information. We verify accounts and activity, and promote safety and security on and off Farmako, such as by investigating suspicious activity or violations of our policies, terms, etc., and to try and ensure that Farmako is being used legally.

Managing Your Information

Farmako allows you to manage, modify, customize and delete your information on our Website and App. We shall retain your data for the legally required period or until we are utilising your data for the provision of Services.

How We Share Information

We may share your information in ways including the following:

With independent contractors assisting us with the provision of services: your username, identity proof, prescription and the order made by you for the Product purchased.
To our delivery partners to fulfill your deliveries
Your phone number for getting OTPs for login
With medical practitioners/hospitals with your express consent.
We may share information about you, such as device and usage information, to help us and others prevent fraud.
We may share information about you for legal, safety, and security reasons.
We may share information about you if we reasonably believe that disclosing the information is needed to:
- comply with any valid legal process, governmental request, or applicable law, rule, or regulation,
- investigate, remedy, or enforce potential violations of this Policy and the Terms and Conditions
To protect the rights, property, or safety of us, our users, or others.
To detect and resolve any fraud or security concerns.
Where permitted under applicable law, we may also share limited contact details with communication service providers, campaign managers, customer-engagement platforms, referral / loyalty programme partners or marketing automation service providers on a need-to-know basis for sending service-related communications, promotional offers, campaign messages, referral communications, loyalty or cashback communications and other customer engagement activities, subject to applicable consent, opt-out preferences and lawful use requirements.

Without prejudice to the foregoing, we may share wallet-related transaction data, payment adjustment logs, referral / loyalty / refund credit records, OTP and authentication logs, and limited chatbot or support records with payment processors, technology service providers, anti-fraud vendors, auditors, professional advisors and competent authorities on a need-to-know basis for providing Services, security monitoring, dispute resolution, tax, accounting, audit and legal compliance.

This may include records relating to refund requests, refund preferences, refund destination instructions, wallet re-credits, original payment source reconciliation, cash on delivery refund conversion into wallet credits, and related customer-support / service-resolution communications and audit logs.

Data Retention

We endeavour to retain data in accordance with the IT Act and the SPDI Rules Once the purpose for which your data is collected has been fulfilled, it shall be deleted and will not be retained by us further. It shall also be deleted once retention is no longer necessary under applicable law.

Notwithstanding the above, Farmako may retain wallet ledgers, wallet transaction logs, refund and promotional credit records, payment reconciliation records, OTP / authentication logs, chatbot interaction records, complaint records and related audit trails for such period as may be reasonably necessary for contract performance, dispute resolution, fraud monitoring, internal investigation, accounting, tax and compliance purposes, or as required under applicable law.

Security

We undertake no responsibility for the security or safety of your information. However, we take reasonable security measures in accordance with the SPDI Rules to protect your information in accordance with industry standards. This does not guarantee safety or security of your information as events beyond our control can also occur.

Assignment, Change Of Control, And Transfer

All of our rights and obligations under this Policy and the Terms and Conditions are freely assignable by us to any of our affiliates or any others, in connection with a merger, acquisition, restructuring, or sale of assets, or by operation of law or otherwise, and we may transfer your information to any of our affiliates, any others successor entities, or new management, etc.

Law And Protection

We may collect, use, preserve, and share your information if we believe that it may be reasonably necessary to:

conform and comply with valid legal processes, governmental requests or any other requirement as under applicable law;
protect our property, rights, our safety and our users,
investigate, remedy, or enforce potential violations of this Policy and the Terms and Conditions
detect fraudulent activity, security concerns or technical issues, etc.,
for other legal requirements, etc.

Your rights

You shall always have the rights to the following in accordance with applicable law:

The right to confirmation and access
The right to correction and erasure
The right to restrict or object to disclosure
The right to data portability
The right to withdraw your consent
The right to lodge a complaint or grievance with the ABDM - Grievance Redressal Officer ("ABDM -GRO")

Updates To Our Policy

We may amend or update this Policy. We will provide you notice of amendments to this Policy, as appropriate, and update the "Last Modified" date at the top of this Policy. Your continued use of Farmako confirms your acceptance of this Policy, as amended. If you do not agree with or accept this Policy, as amended, you must stop using Farmako. Please review our Privacy Policy from time to time.

Contact Us

If you have questions about this Policy, email at [email protected]

Address

Registered Address: H. No. 734, L.N.1, Azad Nagar, Railway Harthala Colony, Moradabad, Uttar Pradesh, 244001

Corporate & Communication Address: 03-303, Plot No. 393, WeWork Vi-John Tower, Udyog Vihar Phase 3, Phase 2 Road, Gurgaon, Haryana, 122016

Governing Law and Jurisdiction

The validity, construction and enforceability of these Terms and Content Policy, the Privacy Policy shall be governed and construed in accordance with the laws of India. The Courts at Moradabad, UP shall have exclusive jurisdiction.

ABDM Privacy Policies

Please refer here for the ABDM Privacy Policy which shall also be applicable to you if you avail our Record Keeping Services.

Terms & Conditions

Thanks for choosing "Farmako". This is an agreement between "you", a "user" of Farmako, and Farmako Healthcare Private Limited, a company incorporated in India ("we", "us", "our") with its registered address at H.No. 734, Gali No. 1 Azad Nagar, Railway Harthala Colony, Moradabad, UP, 244001.

If you install, use, access Farmako or any of its features, you have read and accepted these terms and conditions. You have also accepted the Privacy Policy, and other terms which are available on the App and Website, and otherwise. Please make sure to read these documents. By using Farmako, you are entering into a binding contract(s) with us. Your contract with us includes the Terms of Use and Privacy Policy etc. If you don't agree with and accept the above, please do not use, install, access Farmako or any of its features. You agree that you are 18 and above of age, if you are below 18 years of age you agree that you are represented by a legal guardian to avail the Services.

Farmako reserves its right to modify/update these terms and conditions without any advance notice to you.

Exclusion of warranty and Limitation of liability

To the maximum extent permitted by applicable law, Farmako Healthcare Private Limited shall not be liable to you for any special, indirect, consequential, punitive, or exemplary damages arising out of or relating to the Services.

Farmako does not guarantee that the App or Website shall be free from errors and your use of our Services is free from exigencies. Our Services may experience interruptions, inaccuracies, omissions and delays.

Notwithstanding the terms contained herein, the total aggregate liability of Farmako for any loss or damage incurred by you arising out of the use of our Services shall be limited to the total value of the amount paid by you for the Product you purchased.

Without prejudice to the foregoing, Farmako shall not be liable for any unauthorized access to or use of your account or Farmako Wallet arising from your sharing of OTPs, passwords, device access or SIM / mobile access, or from loss, theft, compromise or misuse of the registered mobile device or number, unless such loss is directly caused by Farmako's gross negligence or wilful misconduct and provided that you have promptly notified Farmako upon becoming aware of such compromise.

We reserve the right to refuse Services, cancel orders placed by you, amend the Terms and Conditions, or terminate your account with Farmako.

Farmako Wallet

The Farmako Wallet is a closed-loop wallet / internal settlement facility made available by Farmako and is usable only for eligible purchases from Farmako. The Farmako Wallet cannot be used for payments to any third-party merchant, platform or person, and no external merchant usage is permitted.

The Farmako Wallet is strictly linked to the customer account associated with the registered mobile number and is non-transferable, non-assignable and non-withdrawable. Wallet balances cannot be transferred to another account, customer or mobile number, and cannot be redeemed for cash, bank transfer, cheque or any other external payout.

Farmako may classify wallet balances into separate categories, including Promotional Credits and Refund Credits. Promotional Credits include referral credits, loyalty credits and cashback / loyalty incentives, including any 1% cashback or similar programme benefits. Refund Credits include credits issued by Farmako on account of approved returns, refunds, shortages, damaged goods, order issues or other settlement of Farmako's obligations towards the customer.

Referral credits shall expire 90 (ninety) days from the date of credit. Loyalty / cashback credits shall expire 45 (forty-five) days from the date of credit. Return / refund credits or Refund Credits shall expire 1 (one) year from the date of credit, unless a longer period is required by law or is specifically communicated by Farmako in writing.

Reward, referral, loyalty and cashback credits shall be subject to a mandatory cooling period of 48 (forty-eight) hours prior to final credit into the Farmako Wallet, and Farmako may withhold, reverse, suspend or cancel such credits where an order is cancelled, charged back, reversed, found to be ineligible, or flagged for fraud, abuse, duplication or policy breach.

Farmako Wallet redemption for any order shall be restricted to the lower of:

50% (fifty percent) of the total order value inclusive of GST and disclosed delivery / shipping charges, or
the total order value excluding the GST component. The GST component of every transaction shall mandatorily be paid in INR through UPI, card, net-banking, cash on delivery or such other permitted external payment method as Farmako may allow, and the Farmako Wallet shall not be used for payment of the tax component.
available wallet balance

Subject to the same redemption cap, eligible Farmako Wallet balance may be used towards delivery or shipping charges forming part of the order; provided however that the GST component of such delivery or shipping charges, if any, shall continue to be payable only in INR.

Use of the Farmako Wallet shall operate only as a mode of settlement / payment adjustment at the stage of payment. Unless expressly stated otherwise on the invoice, such wallet usage shall not by itself constitute an invoice discount, reduction of taxable value, reduction of invoice value or reduction of GST payable in relation to the supply.

Where any refund, cancellation, return, shortage, damaged goods claim, failed delivery claim or other service-resolution amount is approved by Farmako, such amount may be credited to the Farmako Wallet in whole or in part in accordance with the Refund & Cancellation Policy. In the case of online-paid orders, Farmako may process the refund by crediting the wallet-funded portion back to the Farmako Wallet and the balance amount to the original online payment source, or by crediting the entire approved refund amount to the Farmako Wallet where such option is chosen by the customer and processed by Farmako. In the case of cash on delivery orders, the approved refund amount shall be credited only to the Farmako Wallet.

Farmako reserves the right to suspend, freeze, reverse, forfeit, reject or limit any wallet credit or redemption in the event of system error, fraud suspicion, duplicate account creation, self-referral, misuse of promotional programmes, legal requirement, security concern, operational issue or breach of these Terms.

Farmako AI Chatbot

Farmako may provide an AI chatbot or conversational interface for customer knowledge, discovery, ordering assistance and understanding. For orders comprising only eligible non-prescription items, such interface may assist in identifying products, updating quantities, adding eligible items to cart and generating the order flow without human intervention prior to payment, but shall not amount to professional medical advice, prescription issuance or independent clinical decision making. Farmako AI may also assist in identifying and adding prescription medicines to the cart; however, where prescription medicines are included in the cart, Farmako AI's role shall be limited to such carting / order initiation assistance and shall not extend to autonomous completion or approval of such prescription orders.

Farmako may collect and store chatbot interactions and related metadata in accordance with the Privacy Policy. Where a prescription is uploaded, relied upon, or the cart includes prescription medicines, the interaction and order shall be routed to, reviewed by or processed through our licensed pharmacists and doctors / licensed medical professionals, as applicable. In such cases, the customer may be required to upload a valid prescription or seek consultation from Farmako's doctor, as applicable, and the relevant prescription order shall remain subject to prescription verification and approval by our registered pharmacists before further processing.

The customer remains responsible to review the cart contents, quantities, delivery details and the final amount payable before authorising payment. Where prescription medicines are included in the cart, the customer shall remain responsible for uploading a valid prescription or obtaining consultation from Farmako's doctor, as applicable, and Farmako AI shall not autonomously issue prescriptions, approve prescription carts or independently process prescription medicine orders without such human review and pharmacist verification.

Governing Law

The validity, construction and enforceability of these Terms of Use and Privacy Policy shall be governed and construed in accordance with the laws of India. Any dispute shall be subject to the exclusive jurisdiction of Moradabad, UP.

Severability

If any provision of this Agreement is invalid or unenforceable or prohibited by law, it shall be treated for all purposes as severed from this Agreement and ineffective to the extent of such invalidity or unenforceability, without affecting in any way the remaining provisions hereof, which shall continue to be valid and binding.

Additional Information

For detailed information about our services, please refer to our other policy pages:

About Us - Company information and services overview
Refund & Cancellation - Return and refund policies
Service & Pricing - Product ordering and pricing details
Contact Us - Address and contact information
Delivery & Shipping - Delivery policies and procedures

These Terms and Conditions, along with our Privacy Policy and other referenced policies, constitute the complete agreement between you and Farmako Healthcare Private Limited.

Refund & Cancellation Policy

Cancellation

The customer can cancel the order for the product till Farmako ships it. Orders, once shipped, cannot be cancelled.

Return

For Return intimation, please email us at [email protected] or chat with us on App/WhatsApp.

Farmako customer care team will verify the claim made by the customer within 72 (seventy-two) business hours from the time of receipt of the complaint.

Once the claim is verified as genuine and reasonable, Farmako will initiate the collection of the product(s) to be returned.

The customer must pack the product(s) in the original manufacturer's packaging.

Refund will be completed within 30 (thirty) days from the date of reverse pick up (if required).

The returns are subject to the following conditions:-
Any wrong ordering of products doesn't qualify for Return;
The batch number of the product being returned should match as mentioned on the invoice;
Return requests arising due to a change in prescription do not qualify for Return;
The returned product should only be in its original manufacturer's packaging i.e. with original price tags, labels, bar-code and invoice; and
Partially consumed strips or products do not qualify for Return, only fully unopened strips or products can be returned.

Category of Non-Returnable Product: Certain categories of products marked as non-returnable on the product page, will not qualify for the Return as per Farmako Return policy. The details of the nonreturnable products are mentioned below:

Categories	Type of Product
Baby Care	Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes & Wipe Warmers
Food & Nutrition	Health Drinks, Health Supplements
Healthcare Devices	Glucometer Lancet/Strip, Healthcare Devices & Kits, Surgical, Health Monitors
Sexual Wellness	Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits
Temperature controlled & speciality medicines	Vials, Injections, Vaccines, Penfills, & any other product, requiring cold storage, or medicines that fall under the category of speciality medicines

Refund Process

In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:

Online payments: (including where the Farmako Wallet has been used wholly or partly): the refund may be processed in either of the following manners, as applicable:
- the portion paid through the Farmako Wallet may be credited back to the Farmako Wallet, and the balance amount, if any, originally paid through card, UPI, net-banking, payment gateway, or other permitted online payment source may be refunded to the same original payment source; or;
- the entire approved refund amount - including the portion originally paid through card, UPI, net-banking, payment gateway, or other permitted online payment source - may be credited to the Farmako Wallet, where the customer opts for such refund treatment and the same is processed by Farmako.
Cash on delivery orders: the entire approved refund amount shall be credited only to the Farmako Wallet linked to the customer's registered mobile number / customer account, and shall not be refunded in cash, transferred to a bank account, or processed through any other external payment mode.

For the purposes of this Policy, the "Farmako Wallet" means Farmako's proprietary closed-loop wallet linked to the customer's registered mobile number and usable only on Farmako in accordance with the applicable Terms and Conditions.

Credits returned to the Farmako Wallet on account of approved returns, cancellations, shortages, damaged goods, failed deliveries, order issues or other service resolution shall constitute "Refund Credits" and shall be distinct from "Promotional Credits" such as referral credits, loyalty credits and cashback / promotional incentives.

Refund Credits shall be non-transferable and non-withdrawable and shall ordinarily remain linked to the same registered mobile number / customer account through which the relevant order was placed.

Referral credits shall expire 90 (ninety) days from the date of credit. Loyalty / cashback credits shall expire 45 (forty-five) days from the date of credit. Refund Credits / return-refund credits shall expire 1 (one) year from the date of credit, unless a longer period is required by law or specifically communicated by Farmako in writing.

Where Promotional Credits have been utilised on an order that is thereafter cancelled or refunded, Farmako may, subject to the relevant promotional programme terms, fraud checks and internal controls, re-credit the eligible amount back to the Farmako Wallet as Promotional Credits.

The same refund sequencing and credit treatment shall apply whether the relevant order was placed directly by the customer or was initiated through Farmako AI in respect of eligible non-prescription items.

No cancellation charges shall be levied for the cancellation of an order following the terms of this policy. Any discounts provided are at the sole discretion of Farmako and may be revoked at any time.

Delivery & Shipping Policy

Delivery Services

Medicines and other such products ("Products") shall be delivered to the address provided by you at the time of the purchase of our Product. The Products shall be delivered from our Stores. The address provided by you shall be deemed accurate and you accept that Farmako is not responsible in verifying the accuracy of the address provided by you. The Products shall be delivered through delivery personnel who are third-party independent contractors.

Delivery Timeline

Farmako offers its services on a "best-effort" basis, and as such we do not guarantee that the exact delivery time will be 30 minutes. Delivery time and fulfillment of delivery for your product is dependent on external conditions which are outside of our control; these conditions include, but are not limited to - rider unavailability and a lack of manpower, shortage or unavailability of the Products purchased by you, Acts of God, strikes, lockouts, official control measures, delays from vendors, public holidays, time, date and area of delivery, distance from the vendor, customer demand, traffic, sudden breakdown of delivery vehicle, weather conditions, and unforeseen events/incidents outside of our control.

You will be informed of the shipping timelines and confirmation of receipt of the order.

Delivery Charges

Delivery Charges for online and COD payments shall be borne by you.

Eligible Farmako Wallet balance may also be applied towards delivery / shipping charges forming part of the order, provided that the overall Farmako Wallet redemption for such order does not exceed the lower of (a) 50% (fifty percent) of the total order value inclusive of GST and disclosed delivery / shipping charges, or (b) the total order value excluding the GST component. The GST component applicable to the order, including the GST component of any delivery / shipping charge, shall remain payable only in INR through a permitted external payment mode and shall not be payable through the Farmako Wallet, or (c) available wallet balance

Delivery Areas

Our Products may be purchased from our App. Our Products may also be purchased from our Farmako front-facing stores, where you can make orders and receive the Products at your doorstep. (This feature is only available in select cities)

Delivery Process

Orders made through the Application are made directly to Farmako. We then contact our stores to check the availability of the Products. Once the order is confirmed, the Delivery Personnel will pick up and deliver the medicines to you.

Once your payment is confirmed, we use a third party service provider for delivery. Your orders subject to the availability of such Products, our acceptance of your offer solidifies your adherence to these Terms.

Orders may also be initiated or facilitated through Farmako AI. Where an order comprises only eligible non-prescription items, such order shall generally follow the same delivery framework. Farmako AI may also assist in identifying and adding prescription medicines to the cart; however, where a prescription is uploaded, relied upon, or the cart includes prescription medicines, dispatch and fulfilment may remain subject to upload of a valid prescription or consultation from Farmako's doctor, as applicable, and review, verification and processing through licensed pharmacists, doctors and / or other authorised medical professionals before approval and onward fulfilment.

Delivery Responsibilities & Limitations

Farmako is not responsible for deliveries made to incorrect addresses, damages to the Products purchased by you, delays in the Products purchased by you, the incorrectness of the Product purchased by you at the time of delivery, interruptions and disruptions during delivery, and the acceptance of deliveries to individuals other than you. You accept that in the event that you have opted for doorstep delivery, Farmako shall not be held responsible for any damage, theft, or incursion of the Products purchased by you once the Product has been delivered to the doorstep. Additionally, you accept that Farmako shall not be responsible for any damage, theft or incursion of the Products purchased by you if the Product delivered at the doorstep was not received by you due to your unavailability or absence thereof (this is inclusive of any recipients for whom you have purchased the Product).

Communication During Delivery

By opting our service, you agree to receive service calls on the number shared, and such calls and SMS would be coming from a third-party platform.

Cash on Delivery (COD)

Payments may also be made through Cash-on-Delivery ("COD"). COD enables you to pay the delivery agent directly when you receive the order for the Products you purchased. The delivery agent has a right to refuse the delivery if you fail to make the complete payment of the Product. Any losses, damages arising from non-delivery shall be your sole responsibility. Where any portion of the order has been settled through the Farmako Wallet, the balance INR amount payable at delivery or otherwise payable through a permitted external payment method shall remain due and payable in full, and the delivery agent may refuse delivery if such balance amount is not paid.

Order Cancellations During Delivery

There may be certain orders that Farmako partners cannot accept and service, which may need to be cancelled. Some situations that may result in your order being cancelled include the non-availability of the product or quantities ordered by you or inaccuracies or errors in pricing information specified by our partners.

Prescription Requirements

For our record keeping Services please see our Terms & Conditions page.

Product / Service Details with Pricing Structure

Ordering Medicines and Eligible Non-Prescription Products

Our Products may be purchased from our App. Our Products may also be purchased from our Farmako front-facing stores, where you can make orders and receive the Products at your doorstep (This feature is only available in select cities).

You may connect with our officials to place orders through Farmako's official number. Any number that has not been provided to you by Farmako, is not an official number. You accept that Farmako is not responsible for messages you make to any number that misrepresents themselves as us.

Pricing

You may either make payments to Farmako through the official Farmako portal provided to you online during the purchase of your Product, or through Cash on Delivery. The Farmako portal provided to you will be the same for both WhatsApp orders, and orders made through the Application.

The payment will be processed through a third-party payment processor. Online payment confirmation will be made by the aforesaid payment processor. You accept that any issues arising with the payment processor is not attributable to Farmako.

Farmako may also permit eligible customers to apply for the available Farmako Wallet balance as a payment adjustment / settlement method at the time of checkout. The Farmako Wallet is Farmako's proprietary closed-loop wallet and is usable only for eligible purchases from Farmako. It cannot be transferred to another user, account or mobile number, cannot be used at any third-party merchant or platform, and cannot be withdrawn to any bank account or redeemed for cash.

Referral credits available in the Farmako Wallet shall expire 90 (ninety) days from the date of credit. Loyalty / cashback credits, including any 1% cashback / loyalty incentives, shall expire 45 (forty-five) days from the date of credit. Return / refund credits shall expire 1 (one) year from the date of credit, unless a longer period is required by law or specifically communicated by Farmako in writing.

Delivery Charges for online and COD payments shall be borne by you.

Use of the Farmako Wallet for any order shall be restricted to the lower of (a) 50% (fifty percent) of the total order value inclusive of GST and disclosed delivery / shipping charges, or (b) the total order value excluding the GST component. The GST component of the order shall mandatorily be paid in INR through card, UPI, net-banking, cash on delivery or such other permitted external payment mode as Farmako may allow, and shall not be payable through the Farmako Wallet, or(c) available wallet balance:

Use of the Farmako Wallet as a settlement method does not alter the invoice value or tax treatment; and where a refund is approved, the refund may be processed to the Farmako Wallet in whole or in part in accordance with the Refund & Cancellation Policy.

Subject to the same redemption cap, eligible Farmako Wallet balance may be applied towards delivery or shipping charges forming part of the order; provided however that the GST component thereof shall remain payable only in INR.

Farmako also reserves the right to cancel any orders that classify as 'Bulk Orders' as determined by Farmako as per certain criteria. An order can be classified as 'Bulk Order' if it meets the below-mentioned criteria, which may not be exhaustive, viz:

Products ordered are not for self-consumption but for commercial resale;
Multiple orders placed for the same product at the same address;
Bulk quantity of the same product ordered;
Invalid address given in order details;
Any malpractice used to place the order.

Prescription

Products purchased by you through the Farmako App and through WhatsApp that comprise prescription medicines or otherwise require prescription validation shall be processed only after you provide a valid medical prescription issued by a licensed doctor / medical professional. Farmako engages registered pharmacists to review, validate, dispense or otherwise process prescription medicine orders in accordance with applicable law. Eligible non-prescription items may be ordered without a medical prescription. You shall provide a scanned copy of a valid prescription at the time of purchasing a prescription Product and shall be required to provide identification proof to confirm that the Product is purchased by you. The same requirement shall apply where prescription medicines are added to the cart through Farmako AI.

The scanned copies of the valid medical prescription and identification proof shall be uploaded either through the App or on WhatsApp for prescription medicine orders or other orders requiring prescription validation. Farmako shall not process prescription medicine orders or other orders requiring prescription validation where a medical prescription is required but not provided. We shall verify the prescription provided by you, and reserve the right to cancel any orders if we notice any discrepancies with the prescription, in accordance with the Terms and Conditions.

Farmako may provide an AI chatbot or conversational interface for customer knowledge, discovery, ordering assistance and understanding. For orders comprising only eligible non-prescription items, Farmako AI may assist in identifying products, updating quantities, adding eligible items to cart and generating the order flow without human intervention prior to payment; however, payment remains subject to the customer's review and affirmative confirmation. Farmako AI may also assist in identifying and adding prescription medicines to the cart; however, where prescription medicines are included in the cart, Farmako AI shall not independently complete, approve or process such prescription medicine orders beyond such carting / order initiation assistance.

Where a prescription is uploaded, relied upon, or the cart includes prescription medicines, the interaction and order processing shall be routed to, reviewed by or processed through our licensed pharmacists and doctors / licensed medical professionals, as applicable. The customer may be required to upload a valid prescription or seek consultation from Farmako's doctor, as applicable, and the prescription shall be reviewed and verified by our registered pharmacists before the relevant prescription cart / order is approved for further processing. Farmako AI shall not issue prescriptions or independently process prescription medicine orders without such human review.

We reserve the right to initiate appropriate legal proceedings if it comes to our notice that you have falsified or fabricated prescriptions.

Payment

Only Indian cards and Indian payment methods are accepted.
Payment can be made using your debit/credit card, Netbanking, UPI and, where permitted, by applying an eligible balance available in the Farmako Wallet, which is Farmako's proprietary closed-loop wallet / settlement method, subject to the applicable Terms and Conditions.
Payment can also be made by applying eligible Farmako Wallet balance available in your Farmako account, subject to the applicable Terms and Conditions and internal risk / system checks.
The Farmako Wallet is linked to your registered mobile number and is non-transferable, non-withdrawable and usable only on Farmako.
You can make online payments when placing an order through Our Payment Gateway Service Providers or by way of cash on delivery at the time of delivery of Products
Application of Farmako Wallet shall operate only as a mode of settlement / payment adjustment and shall not by itself reduce the invoice value, taxable value, GST amount or the Total Payable reflected on the invoice for GST reporting purposes, unless Farmako expressly provides a separate invoice discount in accordance with applicable law.
Upon completing a transaction using the online payment service, You will be presented with a confirmation screen verifying the transaction details You wish to process.
Once a payment has been made, it cannot ordinarily be cancelled through the payment flow itself; however, any approved refund in relation to payments made using the Farmako Wallet or any other payment mode shall be processed in accordance with the Refund & Cancellation Policy, and may be credited to the Farmako Wallet in whole or in part depending on the original mode of payment, the customer's selected refund method where applicable, and Farmako's operational process.
In the event a transaction has failed or is incomplete, wherein your account has been debited, but the amount has not been credited to our account, the transaction will be reversed by Your bank within the time period specified by the Reserve Bank of India. Please contact your bank in case of any delay in crediting your account with any such amount.