Acceptable Use Policy

Karken MyMeds is a service of Karken Healthcare Ltd. This policy applies to everyone who uses our website, collection request form, quote and tracking pages, and the pharmacy, patient, driver and Karken staff portals.

It gives more detail on the “Acceptable use” and “Accounts and security” sections of our Terms of Service. Our Privacy Policy explains how we handle personal information.

When you register, request a collection or book a delivery, you must:

• give accurate and complete information, including the collection point, the recipient's details and the delivery address;
• only give us information about another person, or arrange a delivery for someone else, where you have appropriate authority to do so;
• not impersonate another person or organisation, or misrepresent your connection with them;
• keep your account details up to date, and tell us if something you gave us is wrong.

The postcode check in our forms is advisory. You remain responsible for the accuracy of the address you enter.

• Accounts are for the person or organisation they were issued to. Use only the account you are authorised to use, and only within your role.
• Keep your login details confidential. Do not share your password or let anyone else sign in as you.
• We recommend signing out when you finish, especially on a shared device.
• Tell us as soon as possible if you think someone else knows your login details or has used your account.
• Pharmacy accounts can only be used to book services once we have approved the pharmacy.

Information about patients and recipients is confidential. You must:

• use it only for the collection or delivery it relates to;
• not copy, keep, share or publish it for any other purpose;
• not look up, or try to look up, information about people or deliveries you are not responsible for;
• not use delivery tracking references you are not authorised to use.

• Do not include medication names, dosages or other clinical details in delivery instructions, support messages or public forms. Delivery instructions should cover access and handover only, for example a safe entrance or a key-safe arrangement agreed with the recipient.
• Patient portal refill requests must be made only by, or for, the patient whose account it is.
• Karken MyMeds provides logistics and non-clinical services. Do not use the service to ask for, or give, clinical advice.

You must not:

• make false, fraudulent or deliberately misleading requests or bookings;
• use a payment card or account you are not authorised to use;
• use, forward or share a price-offer or payment link that was sent to someone else;
• try to get a service without paying for it, or to obtain a refund you are not entitled to.

You must not:

• try to gain unauthorised access to the service, any account or our systems, or to information you are not authorised to see;
• test, probe or scan the service for weaknesses without our written permission;
• submit harmful or malicious code, files or content;
• use automated tools, scripts or bots to access, copy or scrape the service, or to send repeated requests;
• overload, disrupt or interfere with the service, its security or other people's use of it;
• get around limits we place on repeated form submissions or postcode checks;
• use the service for any unlawful purpose.

Each type of account gives access only to what that role needs. Within your role:

• Pharmacies should book deliveries only for prescriptions they are responsible for, give us correct collection and delivery details, and keep their own professional, regulatory and clinical responsibilities, as described in our Terms.
• Care homes and supported-living providers should give us only the information they are authorised to share and that we need for each delivery.
• Drivers should use delivery details only to complete their deliveries, record each delivery status accurately and at the time, and not keep copies of recipient details.
• Karken staff should use the administration portal only for legitimate Karken business and only within their authorised role.

If you think you have found a security weakness, or that personal information has been seen or sent by mistake, please tell us at once by emailing help@karkenmymeds.co.uk or calling 01603 515443.

• Please do not try to access, use or change information that is not yours to confirm a weakness.
• Please do not share details of a weakness with others until we have had a chance to deal with it.

If this policy is broken, we may, where reasonably necessary:

• restrict or suspend access to an account or to the service, as set out in our Terms;
• decline to accept a request that has not yet been confirmed, as our Terms allow;
• report the matter to the police, regulators or other authorities where the law requires it or where it is appropriate.

Consumers keep their legal rights, including any right to a refund for services not provided. For ongoing business arrangements, separately agreed provisions may also apply.

We may update this policy when our services or legal requirements change. The date at the top shows when it was last updated.

If you have a question about this policy, please contact us.

You can also write to us at Karken Healthcare Ltd, Hardwick House, No. 2 Agricultural Hall Plain, Norwich, Norfolk, NR1 3FS, United Kingdom.