MEDELIVA TERMS AND CONDITIONS
Effective Date: August 16, 2026
Last Updated: August 16, 2026
Welcome to Medeliva. These Terms and Conditions (“Terms”) govern your access to and use of the Medeliva mobile applications, website, and related services (collectively, the “Platform”), operated by Sen Labs (“Company,” “we,” “us,” or “our”).
By downloading, accessing, or using the Medeliva user app, delivery agent app, or administrative portals, you agree to be bound by these Terms. If you do not agree to these Terms, do not use the Platform.
1. Scope of Services
Medeliva is a multi-platform digital healthcare ecosystem providing:
E-Commerce & Marketplace: A digital platform enabling users to search, locate, and order prescription medications, over-the-counter (OTC) products, vitamins, and wellness supplies from licensed partner pharmacies.
Medication Delivery Logistics: On-demand local fulfillment and dispatch services connecting patients with vetted delivery agents.
Medication Reminders: Automated schedule tracking, dose notifications, and inventory refill alerts.
Smart AI Consultant: An interactive AI-powered information tool designed to provide general healthcare guidance, drug interaction information, and educational support.
2. Important Medical Disclaimer (No Doctor-Patient Relationship)
Informational Purpose Only: The Medeliva Platform, including the Smart AI Health Consultant, provides general healthcare and wellness information for informational purposes only. It does not provide medical diagnosis, treatment, or clinical advice.
Not an Emergency Service: Medeliva is NOT an emergency medical service. If you are experiencing a medical emergency, immediately contact your local emergency services (e.g., 999, 911, or 998).
Consult a Healthcare Professional: Always seek the advice of a qualified physician or licensed healthcare provider regarding any medical condition or prescription adjustments. Never disregard professional medical advice or delay seeking it because of information accessed on Medeliva.
3. User Accounts and Verification
Account Creation: You must create an account to access certain features. You agree to provide accurate, complete, and updated information.
Age Requirement: You must be at least 18 years old (or the legal age of majority in your jurisdiction) to create an account and place orders for prescription items.
Account Security: You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.
4. Prescription Uploads, Orders, and Fulfillment
Valid Prescriptions Required: Orders for prescription-only medications will only be processed upon uploading a valid, clear, and unexpired prescription issued by a licensed healthcare professional.
Pharmacy Verification: All prescriptions and orders are subject to manual review and verification by our licensed partner pharmacies. Medeliva reserves the right to cancel any order if a prescription cannot be verified or is deemed invalid by the fulfilling pharmacy.
Availability and Pricing: Product availability and pricing are set in real time by partner pharmacies. We reserve the right to cancel orders in the event of stock shortages or technical pricing errors.
5. Delivery and Fulfillment
Delivery Agents: Deliveries are fulfilled by vetted independent couriers or third-party logistics agencies using the Medeliva Delivery Agent App.
Delivery Window: Estimated delivery times are approximations and may vary based on traffic, weather, and pharmacy processing times.
Receipt & Inspection: You agree to inspect all delivered items upon receipt. Medications are packaged in sealed, tamper-evident packaging. Do not accept or consume any product if the outer seal appears broken or tampered with upon arrival.
6. Returns, Cancellations, and Refunds
Prescription Medications: Due to health, safety, and pharmaceutical regulatory compliance laws, prescription medications cannot be returned or refunded once dispatched from the fulfilling pharmacy.
OTC & Wellness Products: Unopened, undamaged over-the-counter items may be eligible for return or replacement within 14 days of delivery if they arrive damaged or defective.
Order Cancellation: You may cancel an order free of charge prior to pharmacy confirmation. Once an order is accepted and prepared for dispatch by the courier, cancellation fees may apply.
7. User Conduct and Restrictions
You agree not to:
Upload fraudulent, forged, altered, or stolen medical prescriptions.
Use the Platform for illegal drug procurement or resale.
Attempt to reverse-engineer, decompile, or tamper with the AI consultant models, security parameters, or system APIs.
Impersonate any person or misrepresent your affiliation with a medical professional or pharmacy.
8. Intellect Property
All content, software code, UI designs, logos, trademarks, and technological frameworks (including the user app, driver app, admin dashboard, and AI models) are the exclusive intellectual property of Medeliva or its licensors. You are granted a limited, non-exclusive, non-transferable license to use the app for personal, non-commercial purposes.
9. Limitation of Liability
To the maximum extent permitted by applicable law:
No Warranty: Medeliva is provided on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind, express or implied.
Indirect Damages: Neither Medeliva nor Sen Labs shall be liable for any indirect, incidental, special, or consequential damages resulting from your use of the Platform, including delays in delivery, missed doses, or reliance on AI consultant information.
Maximum Liability: Our aggregate liability for any claims arising under these Terms shall not exceed the total amount paid by you for the specific order giving rise to the claim.
10. Privacy Policy
Your privacy is paramount. Please review our separate Privacy Policy to understand how we collect, store, encrypt, and process your health data, prescription documents, and personal details in compliance with applicable health data protection regulations.
11. Amendments to Terms
We reserve the right to modify these Terms at any time. Updated versions will be posted on the Platform with an updated “Effective Date.” Continued use of the Medeliva app after modifications constitutes acceptance of the revised Terms.
12. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the operating jurisdiction (United Arab Emirates / United Kingdom, as applicable to your account location), without regard to its conflict of law principles.
13. Contact Information
If you have any questions, feedback, or legal inquiries regarding these Terms & Conditions, please contact us at:
Email Support: support@medeliva.com
Platform: Medeliva Healthcare Suite