Prescription and Dispensing Policy

What This Means for You

Managing a chronic condition means you need your medication reliably, safely, and on schedule, month after month. This policy explains exactly how that works at Jasmine Pharmacy.

Before any medication leaves our pharmacy, two things must be true. You must have a verified account, and you must have a valid prescription that a Jasmine Pharmacy pharmacist has reviewed and confirmed. Once both conditions are met, payment is processed securely through our payment gateway. Dispensing begins only after payment is confirmed.

We do not dispense medication at any point before every one of these requirements is complete. This process exists to protect you: to make sure the right medication reaches the right patient safely and lawfully, every time.

Once your order is dispensed, you can choose to have it delivered to your address or to collect it in person from our premises at Gateway Place, Kilimani. Both options are fully supported. If something changes during your order, such as a prescription that needs to be reissued or a payment that does not go through, this policy tells you exactly what happens and what to do next. 

1. Who this policy applies to

This policy applies to all registered patients who use Jasmine Pharmacy's online platform to order chronic-care prescription medications, and to all caregivers and legal guardians who manage accounts and orders on behalf of patients.

Jasmine Pharmacy is a specialist chronic-care pharmacy. The patients we serve have long-term, ongoing medication requirements. This policy reflects that chronic care model throughout. It does not apply to acute, single-episode, or walk-in care needs, which fall outside the scope of our services.

All patients, caregivers, and guardians using our platform are bound by the processes described in this policy. Nothing in this policy overrides or displaces any entitlement set out in our Patient Rights Policy, our Privacy Policy, our Medical Disclaimer, or our Accessibility and Non-Discrimination Policy, all of which are available on our website. 

2. The account registration requirement

Jasmine Pharmacy does not offer open, self-service account registration. You cannot create an account on our online platform simply by visiting our website and signing up.

Instead, your relationship with Jasmine Pharmacy begins with an initial submission, made in one of two ways: by messaging us on WhatsApp, or by completing the Submit a Prescription form on our website, as described in Section 4 of this policy. This initial submission is an inquiry, not an order, and does not itself create an account.

Once we have reviewed your submission, and where we determine that we are able to proceed, we will invite you to create a secure account on our online platform. We refer to this as invitation-based account creation: our team initiates the invitation, and you complete the account setup using the link we send you.

No order can be placed and no medication can be dispensed until you have completed account creation in this way and a Jasmine Pharmacy pharmacist has fully verified your prescription in accordance with Section 5 of this policy. This requirement applies equally to every patient, caregiver, and legal guardian, on patient safety and dispensing integrity grounds, in compliance with the Pharmacy and Poisons Act Cap. 244. Every patient must ultimately hold a verified account before an order proceeds: what differs between patients is only how that account comes to be created.

What we ask for when you complete your account

When you complete your account through our invitation, we collect the fuller set of identity information necessary to dispense medication to you safely and accurately, including your full name, date of birth, national identification number or passport number, physical address, telephone number, and email address. You also set your login credentials at this stage.

For full detail on what personal data we collect at each stage of your relationship with us, how we use it, who we may share it with, and how long we retain it, please refer to our Privacy Policy, available on our website.

What your account gives you access to

Once your account is created, you can use it to manage your account details, saved payment methods, invoices, order history, delivery addresses, login and security settings, and stored documents related to your care.

Maintaining your account

You are responsible for keeping your account information accurate and up to date. If your contact details, delivery address, or prescribing clinician change, update your account promptly. Inaccurate account information may cause delays or errors in dispensing that could affect your ongoing medication supply.

You are responsible for maintaining the confidentiality of your login credentials. Do not share your username or password with any person other than an authorised caregiver or legal guardian who is managing your account on your behalf.

Accounts for caregivers and guardians

A caregiver or legal guardian may be invited to create an account and manage orders on behalf of a patient, following the same review and invitation process described above. The patient's prescription and personal details must still be submitted accurately. Where the patient is a minor, the caregiver or guardian must comply with the consent and registration requirements set out in our Patient Rights Policy, available on our website.

3. What makes a valid prescription

Jasmine Pharmacy dispenses prescription (Rx) medication exclusively. We accept prescriptions that meet all of the following requirements under the Pharmacy and Poisons Act Cap. 244, applicable regulations made under that Act, and professional standards and guidance issued by the Pharmacy and Poisons Board (PPB).

A valid prescription must include:

• The full name and professional registration number of the prescribing clinician
• The name, address, and contact details of the prescribing clinician or issuing healthcare facility
• The patient's full name and date of birth
• The full name of the medication, including its generic or brand name as applicable
• The dosage, form, strength, and frequency of administration
• The quantity to be dispensed or the duration of the treatment course
• The date of issue
• The original signature of the prescribing clinician

A prescription must be issued by a clinician licensed to prescribe in the Republic of Kenya. Prescriptions issued by clinicians licensed in other jurisdictions are not accepted unless Kenyan law specifically provides for their recognition in the circumstances.

Validity period

A prescription is valid for the period specified on it by the prescribing clinician. Where no period is specified, a prescription is treated as valid for six (6) months from the date of issue, unless applicable regulations or the prescribing clinician's instructions indicate a shorter period. Jasmine Pharmacy will not dispense against an expired prescription under any circumstances.

Prescriptions for controlled substances may carry shorter validity periods under applicable regulations made under PPA Cap. 244. Section 12 of this policy addresses controlled substance prescriptions specifically.

Repeat prescriptions and chronic care supply

Jasmine Pharmacy's patient profile is patients with long-term, ongoing medication requirements. Where a prescribing clinician has issued a repeat or standing prescription authorising multiple dispensing cycles, we will manage the dispensing cycle in accordance with the instructions set out on the prescription. Where a prescription authorises a defined number of repeats, we will notify the patient as the final authorised dispensing cycle approaches, so they have sufficient time to consult their prescribing clinician and obtain a renewal before their medication supply is interrupted.

Jasmine Pharmacy does not issue, extend, or modify prescriptions. Only the patient's prescribing clinician may do so.

4. How to submit your prescription

Starting your submission

You may begin your relationship with Jasmine Pharmacy in one of two ways: by messaging us on WhatsApp, or by completing the Submit a Prescription form on our website. Both are valid starting points. You do not need to use both, and neither requires a formal consultation before you make contact.

The Submit a Prescription form

Our Submit a Prescription form asks for four things:

• Your full name
• Your phone number
• Your prescription, uploaded as a clear document or photograph
• An optional note under "Anything else we should know?"

Completing this form does not create an account and does not place an order. It is the first step that allows a Jasmine Pharmacy pharmacist to review your prescription and confirm whether we are able to proceed.

The optional note field is for general delivery or processing information only, for example a preferred delivery time or a note about building access. Do not use this field to tell us about allergies, medication interactions, or any other clinical information we need to know before dispensing your medication safely. If you have clinical information to share with us, contact us directly using the details in Section 14 of this policy so that it reaches a pharmacist through a proper channel.

Accepted prescription formats

We accept prescription submissions in the following formats:

• A clear, legible scan or photograph of an original written prescription
• A PDF or digital document issued directly by the prescribing clinician or issuing healthcare facility

Your submission must be legible in its entirety. If we cannot read your prescription clearly, we will contact you to request a clearer copy.

What happens after you submit

Once you submit your prescription, whether by WhatsApp or through the Submit a Prescription form, it enters Prescription Submitted status, as defined in Section 10 of this policy.

A Jasmine Pharmacy pharmacist will review your submission. Where we determine that we are able to proceed, we will invite you to create an account, as described in Section 2 of this policy. Once your account is created, we will complete the formal verification of your prescription in accordance with Section 5 of this policy, and you will be able to proceed to payment once verification is complete.

Where we determine that we are unable to proceed, for example because your prescription is invalid, incomplete, or falls outside our chronic care dispensing scope, we will contact you to explain why. In this case, we will not create an account on your behalf and no order will be placed. Section 6 of this policy sets out the specific circumstances in which we are unable to process a prescription.

If you already have an account

If you are an existing patient with an account, you do not need to use the Submit a Prescription form for a repeat or refill prescription. Log in to your account on our online platform and submit your new prescription directly. The Submit a Prescription form is intended for prospective and first-time patients making initial contact with us.

5. Prescription verification

Once a prescription is submitted, a Jasmine Pharmacy pharmacist will review it. This review is a professional and legal requirement under PPA Cap. 244, the Health Act 2017, and applicable regulations. No medication will be dispensed before verification is complete.

As part of your entitlement to accurate and transparent pharmacy services, you have the right to be informed about the status of your prescription at each stage of the verification process. For the full statement of your patient entitlements, please refer to our Patient Rights Policy, available on our website.

What verification involves

During verification, our pharmacist will:

• Confirm that the prescription meets all requirements set out in Section 3 of this policy
• Confirm that the prescribed medication falls within Jasmine Pharmacy's chronic care dispensing scope
• Review the prescription for clinical clarity, including dosage accuracy and any potential interactions or concerns arising from the patient's known medication history held in the patient medication record
• Confirm that the prescription has not expired and has not already been dispensed in full

Verification is carried out by or under the direct supervision of a pharmacist registered with the PPB.

Verification timeframe

We aim to complete prescription verification within one (1) business day of receipt of a legible, complete submission. Where verification requires direct contact with the prescribing clinician or issuing healthcare facility, the verification period may extend beyond this timeframe. We will notify you if a delay is expected.

Contacting the prescribing clinician or issuing healthcare facility

We will contact the prescribing clinician or issuing healthcare facility directly in the following circumstances:

• We cannot confirm the authenticity of the prescription
• The prescription contains an instruction that is unclear, ambiguous, or potentially inconsistent with the patient's known medication history
• A dosage or frequency appears to require clinical clarification before safe dispensing can proceed
• We have a patient safety concern arising from the prescription
• The prescription is for a controlled substance and confirmation of authenticity is required under applicable regulations, as described in Section 12

Where we contact a prescribing clinician or healthcare facility for verification purposes, we share only the minimum information required for that specific purpose, in accordance with our Privacy Policy.

Patient notification

We will notify you by email or SMS at each of the following points:

• When your prescription is received and enters Prescription Submitted status
• When your prescription has been verified and your order is ready to proceed to payment
• When your prescription cannot be processed, with the reason explained, in accordance with Section 6 of this policy

6. Prescriptions we cannot process

We are unable to dispense against a prescription in any of the following circumstances. We will notify you promptly in each case and explain the reason.

Expired prescriptions

Where a prescription has passed its validity period as described in Section 3, we will not process it. We will notify you that your prescription has expired and advise you to obtain a renewed prescription from your prescribing clinician. A rejected expired prescription does not affect any account you may already hold, and does not affect your right to make a fresh submission with a valid, in-date prescription.

Incomplete prescriptions

Where a prescription is missing one or more of the required elements listed in Section 3, we will contact you to explain the deficiency and to invite you to obtain a corrected or complete prescription from your prescribing clinician. We cannot dispense against an incomplete prescription.

Illegible prescriptions

Where a prescription submission is not sufficiently legible for our pharmacist to confirm its contents with confidence, we will contact you to request a clearer submission. We will not proceed on the basis of a document whose contents cannot be confirmed with certainty.

Prescriptions outside our service scope

Jasmine Pharmacy is a specialist chronic-care pharmacy. We dispense medications for patients with long-term, ongoing medication requirements. Where a prescription is for an acute, single-episode, or walk-in care need that falls outside our chronic care model, we will advise you accordingly and confirm that we are unable to process the prescription through our platform.

This does not constitute a refusal of service on any discriminatory ground. It reflects the specific regulatory and operational scope within which Jasmine Pharmacy is licensed and set up to operate. We do not dispense over-the-counter medications under any circumstances.

Suspected fraudulent, forged, or altered prescriptions

Where we have reasonable grounds to believe that a prescription has been forged, fraudulently obtained, or altered without authority, we will:

• Decline to dispense immediately
• Retain a full record of the submission in accordance with our legal obligations
• Report the matter to the Pharmacy and Poisons Board and, where required by applicable law, to any other competent authority

We will not notify a patient of a report made to a regulatory authority where doing so would prejudice an investigation or is not permitted under applicable law.

Where you already hold an account, a prescription declined on grounds of suspected fraud does not automatically result in account closure. However, Jasmine Pharmacy reserves the right to suspend or close an account, or to decline to extend an invitation to create one, where we have reasonable grounds to believe a submission is connected to prescription fraud, and to notify the relevant authorities accordingly.

Prescriptions for controlled substances: additional requirements

Where a prescription is for a controlled substance and does not meet the additional requirements set out in Section 12 of this policy, we will not process it until those requirements are satisfied. We will notify you and explain what is required before dispensing can proceed.

7. Payment

Payment is required after prescription verification and before dispensing begins. This sequence is fixed and applies to every order without exception. Dispensing will not commence until payment is confirmed.

Payment gateway

All payments are processed through DPO Pay, our designated payment gateway. DPO Pay is an independent data controller for the processing, security, and verification of your payment transactions. Jasmine Pharmacy does not store, view, or have access to your full payment card number, CVV code, or bank credentials. These details are handled entirely within DPO Pay's secure payment environment.

For information on how DPO Pay handles your payment data, including its security standards and data protection practices, please refer to the DPO Pay Privacy Policy directly. DPO Pay operates in compliance with Central Bank of Kenya directives and PCI-DSS security standards.

When payment is requested

Once your prescription has been verified and your order moves to Prescription Verified status, you will receive a notification by email or SMS inviting you to complete payment. Payment must be completed through your account on our online platform.

Payment deadline

If payment is not completed within three (3) days of the verification notification, your order will be cancelled and will move to Cancelled status. We will send you a reminder before the deadline expires.

Cancellation for non-payment does not affect the validity of your prescription, provided it remains within its validity period. You may log in to your account at any time while your prescription remains valid, resubmit, and proceed from the Prescription Submitted stage again.

Failed payment attempts

If a payment attempt is declined, you will be notified through our platform. You may attempt payment again using an alternative card or payment method within the three-day window. If payment is not successfully completed within that window, the order will be cancelled as described above.

8. Dispensing

Once payment is confirmed and your order enters Payment Complete status, dispensing begins. Dispensing is carried out by or under the direct supervision of a pharmacist registered with the PPB, in compliance with PPA Cap. 244, applicable regulations made under that Act, and professional standards and guidance issued by the PPB.

Jasmine Pharmacy does not dispense any medication without a valid, verified prescription and confirmed payment. There are no exceptions to this requirement.

What dispensing involves

During dispensing, our pharmacist will:

• Confirm the verified prescription details against the medication being prepared
• Carry out accuracy and quality checks, including confirming the correct medication, dosage, form, strength, and quantity
• Label the dispensed medication in compliance with applicable requirements under PPA Cap. 244
• Prepare the order for the patient's selected fulfilment pathway: delivery or self-collection
• Record the dispensing event in the patient's dispensing record and patient medication record

Clinical counseling

As set out in our Patient Rights Policy, every patient has the right to clinical counseling in connection with their dispensed medication. Clinical counseling covers the correct use, dosage, storage, known interactions, and relevant safety precautions for your medication. It is provided by our pharmacists as part of the dispensing process and may be delivered by telephone, written information enclosed with your order, or other appropriate means.

As stated in our Medical Disclaimer, available on our website, clinical counseling does not constitute medical advice, diagnosis, or treatment. For all clinical decisions about your medication, consult your prescribing clinician.

Prescription revocation or amendment after payment

If your prescribing clinician contacts Jasmine Pharmacy to revoke or amend your prescription after your order has entered the Dispensing state, we will pause the dispensing process immediately. We will then:

• Notify you that your order has been placed on hold and explain the reason
• Contact the prescribing clinician directly to confirm the revocation or amendment

Where the prescription is revoked: we will cancel the order, move it to Cancelled status, and initiate a full refund in accordance with our Refund and Cancellation Policy. We will not dispense against a revoked prescription under any circumstances.

Where the prescription is amended: we will assess whether dispensing may proceed on the amended prescription or whether a new prescription must be submitted. We will notify you of the outcome promptly. If a new prescription is required, no refund will be processed until the position is clear, and we will communicate the process to you at that stage.

Patient notification on dispensing completion

9. Order fulfilment: delivery and self-collection

Once your order has been dispensed, it is prepared for fulfilment. Two pathways are available: delivery to your registered delivery address, or self-collection from our premises at Gateway Place, Kilimani. Both pathways are fully supported. Neither is treated as a secondary option or as a concession requiring special approval.

You select your preferred fulfilment pathway at the point of placing your order. If you wish to change your selection after your order has been placed, contact us at pharmacy@jdmc.co.ke or by telephone at +254 115 524 193 as early as possible. We cannot guarantee that a change of fulfilment pathway can be accommodated once your order has entered the Dispensing state.

For full detail on the delivery pathway, including expected delivery timeframes, service areas, delivery partner arrangements, and the procedure for a missed or failed delivery, please refer to our Delivery and Shipping Policy, available on our website.

9.1 Self-collection

Patients who prefer to collect their dispensed order in person may do so at:

Gateway Place, Jakaya Kikwete Road, Milimani, Nairobi

Collection is available Monday to Saturday, 8am to 5pm. Collection is not available on Sundays or on public holidays recognised under Kenyan law.

Notification that your order is ready

When your order is dispensed and ready for collection, it will enter Dispensed Awaiting Collection status. We will send you a notification by email or SMS confirming that your order is ready, stating the collection address and hours, and advising you of the 30-day collection window described below.

Identity verification at the point of collection

When you attend to collect your order, you must present a valid, government-issued photo identification document. The following documents are accepted:

• A Kenyan National Identity Card
• A passport (Kenyan or foreign)
• A Kenyan driving licence

The name on your identification document must match the name on your account registration details held on our system. Jasmine Pharmacy will not release a dispensed order to any person whose identity cannot be confirmed against the account record. This requirement is applied consistently to all patients on patient safety and dispensing integrity grounds under PPA Cap. 244. It is not an additional or differential burden on any patient or group of patients.

Collection by an authorised collector

An authorised collector is a caregiver or legal guardian who has been authorised in writing by the patient to collect a dispensed order on their behalf.

An authorised collector must present, at the point of collection:

• Their own valid, government-issued photo identification document from the list above
• A signed letter of authorisation from the patient, stating the authorised collector's full name and confirming their authority to collect the specific order

If an authorised collector arrives and is unable to produce a signed letter of authorisation from the patient, Jasmine Pharmacy will not release the medication. This requirement exists to protect the patient and to maintain dispensing integrity under PPA Cap. 244. We will advise the authorised collector to obtain the letter and return during collection hours. The 30-day collection window continues to run from the original Dispensed Awaiting Collection date and is not paused or extended in this circumstance.

In urgent circumstances where a patient is genuinely unable to provide a signed letter of authorisation due to illness, hospitalisation, or another exceptional reason, please contact us at pharmacy@jdmc.co.ke or by telephone at +254 115 524 193 before attending. We will consider alternative verification steps on a case-by-case basis, subject to our legal obligations, professional standards, and patient safety requirements.

Patients who need support with self-collection

If you require assistance accessing the self-collection process due to a disability or other access need, please refer to our Accessibility and Non-Discrimination Policy, available on our website, for details of the reasonable accommodations available to you.

The collection window

Paid orders held for self-collection will be retained for thirty (30) days from the date the order enters Dispensed Awaiting Collection status. This thirty-day period is the collection window. It begins on the date the order enters that status, not the date you receive notification.

Notification before the collection window closes

We will send you a reminder notification by email or SMS before the end of the collection window, to give you sufficient notice to collect your order or to contact us if you need to discuss alternative arrangements.

Uncollected orders

If an order is not collected within the 30-day collection window, the order will be cancelled and will move to Cancelled status. A full refund will be processed in accordance with our Refund and Cancellation Policy. The medication will be returned to stock or disposed of in accordance with applicable regulatory requirements under PPA Cap. 244. Jasmine Pharmacy will not hold uncollected medication beyond the collection window. 

10. Order states

This section is the authoritative reference for all order states across the Jasmine Pharmacy policy suite. The Delivery and Shipping Policy and the Refund and Cancellation Policy import these definitions without modification. Neither policy may redefine any order state listed in this section. 

11. Prescription validity and renewal

How long a prescription remains valid in our system

A prescription remains valid in our system for the period specified on it by the prescribing clinician. Where no period is specified, Jasmine Pharmacy treats the prescription as valid for six (6) months from the date of issue, unless a shorter period is required under applicable regulations or the prescribing clinician's instructions. Jasmine Pharmacy does not extend or modify the validity of any prescription.

Expiry during an active order before payment

If your prescription expires while your order is in Prescription Submitted or Prescription Verified status, and before you have completed payment, the following applies. We will not proceed with dispensing against an expired prescription. We will notify you that your prescription has expired and that your order has been cancelled. Because no payment will have been taken at this stage, no refund is required. To continue receiving your medication, obtain a renewed prescription from your prescribing clinician and submit it through your account.

Expiry after payment but before dispensing

If your prescription expires after payment has been completed but before dispensing has commenced, we will pause your order and contact both you and your prescribing clinician to seek urgent clarification. We will not dispense against an expired prescription in any circumstances. If the order cannot proceed, it will be cancelled and a full refund will be processed in accordance with our Refund and Cancellation Policy.

Approaching expiry during ongoing chronic care supply

Where a prescription authorises a defined number of repeat dispensing cycles and the final cycle is approaching, we will notify you in advance so you have sufficient time to consult your prescribing clinician and obtain a renewed prescription before your medication supply is interrupted. This notification is provided as a service to support continuity of chronic care; it does not constitute clinical advice.

Obtaining a prescription renewal

Jasmine Pharmacy does not issue, extend, or modify prescriptions. All prescription renewals must be obtained directly from your prescribing clinician. Once you have a renewed prescription, log in to your account and submit it through your account on our online platform. Your renewed prescription will go through the same verification process described in Section 5.

As stated in our Medical Disclaimer, available on our website, Jasmine Pharmacy provides pharmacy services and does not provide medical advice, diagnosis, or treatment. The decision about whether and when to renew your prescription rests exclusively with your prescribing clinician. 

12. Controlled substances

Controlled substances are medications listed under the schedules to the Pharmacy and Poisons Act Cap. 244 and subject to additional legal controls governing their prescription, dispensing, storage, record-keeping, and disposal.

Standard requirements apply

The standard prescription and verification requirements set out in Sections 3, 4, and 5 of this policy apply to prescriptions for controlled substances in full. No element of the standard process is waived or modified for controlled substance prescriptions.

Additional requirements under PPA Cap. 244

Where a prescription is for a controlled substance, the following additional requirements apply in compliance with PPA Cap. 244 and applicable regulations made under that Act:

• The prescription must be on a form or in a format that complies with any specific requirement prescribed by the PPB for controlled substance prescriptions
• The prescription must state the quantity of the controlled substance in both numeric and written form
• The prescription may only be dispensed by a pharmacist registered with the PPB
• Where applicable regulations require a prescription for a controlled substance to be endorsed or countersigned by a second registered practitioner, Jasmine Pharmacy will not dispense until that endorsement is confirmed on the prescription
• Jasmine Pharmacy will retain full records of each controlled substance dispensing event, including the prescription details, the dispensing date, the quantity dispensed, and the identity of the dispensing pharmacist, for the periods required under applicable regulations

Verification of controlled substance prescriptions

We apply heightened scrutiny during the verification of controlled substance prescriptions. We will contact the prescribing clinician or issuing healthcare facility directly to confirm the authenticity of a controlled substance prescription in all cases where such confirmation is required under applicable regulations, and in any case where we have a concern about the prescription's authenticity or clinical appropriateness.

Where we have reasonable grounds to suspect that a controlled substance prescription is fraudulent or has been obtained through misrepresentation, we will decline to dispense, retain a record of the submission, and report the matter to the PPB and any other competent authority as required by law, in accordance with the process described in Section 6 of this policy.

Validity period for controlled substance prescriptions

Prescriptions for controlled substances may carry shorter validity periods than those applicable to non-controlled medications under PPA Cap. 244 and applicable regulations. Where a shorter period applies, Jasmine Pharmacy will notify you at the time of submission if your prescription is approaching or has passed that period.  

13. Your dispensing records

Jasmine Pharmacy maintains a dispensing record for every patient. Your dispensing record forms part of your patient medication record, as defined in our Patient Rights Policy. It includes details of every prescription verified and every dispensing event completed in your account history.

Your dispensing records are sensitive personal data, as defined in our Privacy Policy. We hold, protect, and retain them in accordance with our data retention obligations under applicable Kenyan law, including the minimum retention periods prescribed under PPA Cap. 244 and applicable regulations.

You have the right to access your dispensing records as part of your data subject rights under the Kenya Data Protection Act 2019. To request access to your dispensing records, or to exercise any other data subject right in relation to your personal data, follow the process set out in our Privacy Policy, available on our website. We will respond to your request within the timeframes specified in that policy.

We do not ordinarily charge a fee for routine access requests. Where a request is unusually extensive or meets the conditions described in our Privacy Policy regarding administrative fees, those conditions will apply. 

14. Contact Us

For any question, concern, or request relating to your prescription, your order, or this policy, contact us using the details below.

For Privacy & Data Protection matters:

JDMC Privacy Office

• Email: privacy@jdmc.co.ke

For General Enquiries & Complaints:

Jasmine Pharmacy

• Email: pharmacy@jdmc.co.ke
• Phone: +254 115 524 193

15. Complaints

If you believe Jasmine Pharmacy has not fulfilled its obligations under this policy, or has not handled your prescription, dispensing records, or personal data in accordance with applicable Kenyan law, you have the right to lodge a formal complaint.

We encourage you to reach out to our Privacy Office or Pharmacy team first so we can resolve your concern promptly and fairly. If you remain unsatisfied, you have the right to escalate your concern to regulatory authorities, including the ODPC, the PPB, and the CAK. Please visit our Regulatory & Complaints page for details.