Legal

Terms & Conditions

Your agreement for using PilMate's medicine delivery and healthcare platform.

Last Updated: June 2026

Welcome to PilMate. By downloading, accessing, or using the PilMate mobile application, website, or related services, you agree to comply with and be bound by these Terms & Conditions. If you do not agree with any part of these terms, please discontinue use of the platform.

1. About PilMate

PilMate is a technology platform that connects customers with licensed pharmacies for ordering medicines and healthcare products. PilMate does not manufacture, sell, or dispense medicines directly.

Our services include:

  • Online medicine ordering
  • Prescription verification
  • Doctor consultation support
  • Pharmacy order management
  • Home delivery of medicines and healthcare products

2. User Eligibility

To use PilMate, you must:

  • Be at least 18 years old to purchase prescription medicines.
  • Provide accurate and complete registration information.
  • Maintain the confidentiality of your account credentials.
  • Be responsible for all activities conducted through your account.

PilMate reserves the right to suspend accounts containing false, misleading, or incomplete information.

3. Prescription Medicines

Certain medicines available on PilMate require a valid prescription.

Users agree that:

  • Prescription medicines may only be ordered with a valid prescription issued by a licensed medical practitioner.
  • PilMate and partner pharmacies may verify prescriptions before processing orders.
  • Orders may be delayed, modified, rejected, or cancelled if prescriptions are invalid, expired, incomplete, fraudulent, or non-compliant with applicable laws.
  • Additional documentation may be requested when necessary.

4. User Responsibilities

By using PilMate, you agree to:

  • Provide accurate personal, delivery, and prescription information.
  • Use the platform only for lawful purposes.
  • Follow all applicable healthcare and pharmaceutical regulations.
  • Not attempt to bypass prescription verification processes.
  • Not place fraudulent, misleading, or unauthorized orders.
  • Not misuse, interfere with, or disrupt the platform.

5. Pricing & Payments

  • Prices displayed on the platform may change without prior notice.
  • Product availability and pricing are determined by participating pharmacies.
  • Payments must be completed through approved payment methods available within the platform.
  • All payment transactions are subject to verification and authorization.
  • PilMate reserves the right to cancel orders affected by technical pricing errors.

6. Delivery Policy

PilMate works with partner pharmacies and delivery providers to fulfill orders.

Please note:

  • Delivery times are estimated and may vary.
  • Delays may occur due to pharmacy availability, weather conditions, traffic, public holidays, or operational issues.
  • Users must ensure someone is available to receive the order.
  • Certain medicines may require identity or prescription verification during delivery.

7. Order Cancellation Policy

Cancellation by User

Users may cancel orders before they have been confirmed and processed by the pharmacy.

Cancellation may not be possible once:

  • Medicines have been packed
  • Orders have been dispatched
  • Orders are handed over for delivery
  • Prescription verification and processing have been completed

Cancellation by PilMate or Pharmacy

Orders may be cancelled if:

  • Prescriptions are invalid, incomplete, expired, or unverifiable
  • Products become unavailable
  • Technical pricing errors occur
  • Fraudulent activity is suspected
  • Regulatory or legal requirements prevent fulfillment

If payment has already been made, eligible refunds will be processed according to the Refund Policy.

8. Refund & Return Policy

Eligible Refund Scenarios

Refunds may be provided when:

  • Payment is successful but the order is not processed
  • A pharmacy is unable to fulfill the order
  • Incorrect products are delivered
  • Products are damaged, defective, or expired upon delivery
  • Duplicate or excess payments are made

Return Requests

Any issue related to:

  • Damaged products
  • Defective products
  • Wrong products
  • Expired products

must be reported within 30 minutes of delivery.

Users may be required to provide:

  • Order details
  • Photographs
  • Supporting information

PilMate reserves the right to investigate all claims before approving refunds or replacements.

Refund Processing

  • Approved refunds are processed to the original payment method.
  • Refund initiation generally occurs within 7 business days.
  • Final credit timelines depend on banks, card issuers, UPI providers, and payment gateways.

Non-Refundable Charges

Delivery charges, convenience fees, and service fees may be non-refundable unless the issue resulted from an error by PilMate, a pharmacy partner, or a delivery partner.

Prescription Medicine Returns

Prescription medicines are generally non-returnable once dispensed and delivered, except in cases of:

  • Incorrect delivery
  • Damaged products
  • Defective products
  • Legal or regulatory requirements

9. Medical Disclaimer

PilMate is a technology platform and does not provide medical advice.

Important:

  • Information available on the platform is for informational purposes only.
  • Consult a qualified healthcare professional before taking any medication.
  • Never ignore professional medical advice because of information found on the platform.
  • In medical emergencies, immediately contact emergency services or seek urgent medical care.

10. Product Availability

Product availability may vary depending on:

  • Pharmacy inventory
  • Location
  • Regulatory restrictions
  • Supplier availability

PilMate does not guarantee the availability of any specific product.

11. Privacy & Data Protection

Your personal information is collected, processed, and stored according to our Privacy Policy.

By using PilMate, you consent to:

  • Collection of personal information
  • Processing of prescription data
  • Use of location information for delivery services
  • Communication related to orders and account management

12. Intellectual Property

All content available on PilMate, including:

  • Logos
  • Trademarks
  • Software
  • Graphics
  • Text
  • Design elements

is owned by or licensed to PilMate and protected by applicable intellectual property laws.

Users may not copy, reproduce, distribute, or modify content without prior written permission.

13. Limitation of Liability

To the fullest extent permitted by law, PilMate, its affiliates, employees, pharmacies, and partners shall not be liable for:

  • Indirect or consequential damages
  • Delayed deliveries
  • Product unavailability
  • Adverse reactions to medicines
  • Losses arising from inaccurate user information
  • Service interruptions caused by external providers

14. Account Suspension & Termination

PilMate reserves the right to suspend or terminate accounts if users:

  • Violate these Terms & Conditions
  • Engage in fraudulent activities
  • Misuse the platform
  • Fail to comply with legal or regulatory requirements

15. Changes to These Terms

PilMate may update these Terms & Conditions periodically.

Updated versions will be published on this page, and continued use of the platform after updates constitutes acceptance of the revised terms.

16. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from the use of PilMate shall be subject to the exclusive jurisdiction of the competent courts in India.

17. Contact Us

For questions, complaints, refund requests, or support:

Akentro Healthcare Private Limited

Email: customercare@akentrohealthcare.com

Phone: +91 97444 12228

For faster assistance, please include your Order ID and registered mobile number when contacting support.

By using PilMate, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.