Terms of Service

Karken MyMeds is a service of Karken Healthcare Ltd.

Karken Healthcare Ltd is a company registered in England and Wales (company number 17112427). Our registered office is Hardwick House, No. 2 Agricultural Hall Plain, Norwich, Norfolk, NR1 3FS, United Kingdom.

In these Terms, “Karken”, “we”, “us” and “our” mean Karken Healthcare Ltd.

You can contact us by email at help@karkenmymeds.co.uk or by telephone on 01603 515443.

These Terms apply when you use the Karken MyMeds website or arrange our services, whether you are a private individual or you act for a pharmacy, care home, supported-living provider, housing organisation, local authority or council housing service, or another organisation.

Consumers and business customers have different legal rights. Where a part of these Terms applies only to one group, we say so.

A business customer may also have a separately signed service agreement, framework agreement, order form, quotation or other written commercial agreement with us. That agreement may contain additional or different terms. If it is inconsistent with these Terms, the separately agreed written agreement takes precedence to the extent of the inconsistency.

Nothing in this section affects any right a consumer has under the law that cannot be excluded or restricted.

Karken MyMeds provides prescription collection and delivery services. Where agreed, our services may include:

• collection from a pharmacy or other agreed collection point;
• delivery to an agreed recipient and address;
• scheduled delivery arrangements and agreed delivery windows;
• dedicated or multi-drop rounds;
• urgent or same-day delivery, where available and specifically accepted by us;
• optional non-clinical telephone check-ins;
• optional scheduled non-clinical check-in visits;
• delivery combined with a non-clinical check-in.

Availability depends on matters such as the postcode, route, our capacity, whether the prescription is ready for collection, the service requirements and any prior agreement. Same-day delivery is not guaranteed, and we do not guarantee a particular delivery time unless we have specifically agreed it in writing.

Karken MyMeds is a prescription collection, delivery and non-clinical support service. Karken does not:

• prescribe medicines;
• dispense or select medicines;
• change prescriptions;
• give clinical or pharmaceutical advice;
• administer medicines;
• monitor medication clinically;
• decide whether a medicine is appropriate for anyone;
• replace a pharmacist, prescriber or other healthcare professional;
• provide emergency medical services.

• The dispensing pharmacy remains responsible for dispensing and for pharmacy checks and advice.
• The prescriber or relevant healthcare professional remains responsible for prescribing and clinical decisions.
• The individual, or their care or support arrangements, remains responsible for taking or administering medicines, unless another provider has separately taken on that responsibility.

Our optional check-ins are non-clinical. They are not medication administration, clinical monitoring, personal care or an emergency response service.

Submitting a collection or delivery request, whether through our website, by email or by telephone, does not by itself mean we have accepted it.

We may need to confirm availability, the route, the price or other operational details first. A service is confirmed only when we tell you that we have accepted or confirmed it through the applicable process. Until then, we are not obliged to provide it.

A delivery reference helps us and you identify a request. Receiving one does not on its own mean the service has been confirmed.

When you arrange a service, please give us accurate and sufficient information, including where relevant:

• the collection point;
• the recipient's name, delivery address and postcode;
• contact details;
• delivery instructions and access information.

You should also make sure, where relevant, that:

• the prescription is ready and available for collection;
• we are authorised to collect it, where that is required;
• the delivery address and recipient details are correct;
• someone authorised to receive the delivery is available, where that is required;
• access instructions are accurate.

If you give us information about another person, or arrange a service for someone else, you must have appropriate authority to do so.

Please do not include unnecessary medical or clinical information, such as medication names or dosages, in general delivery instructions.

We do not expect a person receiving a delivery to take on these responsibilities where they are not able to. In that case, the person or organisation arranging the service on their behalf should do so.

Where a pharmacy or other organisation arranges our services, it remains responsible for matters within its own professional, regulatory, clinical and care responsibilities. This includes, where applicable:

• making sure prescriptions and items provided for collection are properly prepared and released;
• giving us correct collection and delivery instructions;
• having appropriate authority and lawful grounds to give us recipients' information;
• telling us about any relevant delivery requirements;
• maintaining its own clinical, care and professional responsibilities.

This does not transfer to the organisation any responsibility that the law places on us.

We collect items released to us by the pharmacy or collection point and transport them for delivery. We do not check the clinical accuracy or suitability of prescriptions or their contents.

We will attempt delivery to the named recipient, or to another authorised person where that is appropriate and has been agreed or instructed. We may follow reasonable delivery and access instructions, but we may decline to leave items where we reasonably consider it unsafe or inappropriate to do so.

We record status updates for each booking, such as collection and delivery.

Special handling

Temperature-sensitive or high-value items need prior assessment and written agreement before we accept them. Where special handling has been specifically agreed, the agreed arrangements apply, and additional charges may apply.

Prices may be shown on our pricing page, calculated from the postcode or route where our website supports this, quoted individually, or agreed in a contract with an organisation.

The price that applies to a service is the price communicated to and accepted by you for that service, together with any additional charges that have been clearly disclosed and apply (see section 13).

VAT will be applied where legally applicable.

Business customers

Unless otherwise agreed in writing, the payment period shown on the relevant invoice, quotation or service agreement applies.

Depending on the agreed account arrangement, business invoices may use 14-day terms, for example for new organisational accounts, or 30-day terms where we have expressly agreed them. Credit terms are not automatic, and not every organisation will receive them.

If a business invoice is overdue, we may exercise the rights available to us under applicable law and any agreed contract terms.

Consumers

Where the law requires it, we will tell you the applicable price and how and when to pay before you become bound to pay.

Card payments

Where card payment through Stripe is offered, payment is processed by Stripe. We do not receive or store full payment-card details.

If you need to cancel or change a confirmed service, please contact us as soon as possible by email at help@karkenmymeds.co.uk or by telephone on 01603 515443.

Consumers: your legal right to cancel

If you are a consumer and your contract with us was made at a distance (for example online, by email or by telephone) or away from our premises, you may have a legal right to cancel it. The cancellation period is generally 14 days from the day the service contract is entered into. There are exceptions, and whether and how the right applies can depend on the nature of the contract and the service.

Prescription deliveries are often needed sooner than 14 days. Where the legal right to cancel applies to your contract:

• We must not begin providing the service during the cancellation period unless you have expressly asked us to, in the way the law requires.
• If you made that request and then cancel after we have begun, you may have to pay a proportionate amount for the service already provided, where the legal requirements for that charge have been met.
• Your right to cancel does not end simply because the service has been completed. It ends on full performance only where the legal conditions have been met, including that you asked us to begin during the cancellation period and acknowledged that you would lose your right to cancel once the service had been fully performed.

Other cancellations

If we have not begun providing the service or incurred costs specific to it, we will normally cancel it without charging you for work not supplied, subject to the applicable quotation or service agreement and to your legal rights.

If we have begun providing the service, or have already reasonably incurred costs specific to it, an appropriate charge may apply where the law permits and it has been disclosed or agreed.

For business customers, separately agreed cancellation terms may apply.

• Where a consumer is legally entitled to a refund, we will provide it in accordance with the law.
• Other refunds or credits may depend on the circumstances and on the applicable quotation or service agreement.
• Nothing in these Terms limits any remedy the law gives you that cannot be excluded or restricted.

Where a delivery cannot safely or properly be completed, the items may need to be returned to the pharmacy or collection point, as appropriate. We may arrange a second attempt or a re-delivery.

Our published pricing lists additional charges, such as waiting time after the first 10 minutes, re-delivery after a failed delivery, and a second attempt on the same day. An additional charge applies only where:

• the applicable price, quotation or service agreement provides for it; and
• the charge has been disclosed to you or agreed where the law requires.

We will not charge you for a failed delivery or delay that was caused by us.

Collections and deliveries can be affected by matters such as pharmacy readiness, traffic, weather, road closures, incorrect addresses, access problems and other events outside our reasonable control.

We will use reasonable care and skill in providing our services, and will tell you about significant operational problems where reasonably practicable.

To the extent the law permits, we are not responsible for a failure or delay caused by events genuinely outside our reasonable control. We will take reasonable steps to minimise the disruption where practicable. This does not excuse matters within our reasonable control and does not affect consumers' legal rights.

Pharmacies can apply for a pharmacy account. We review each application before a pharmacy account can be used to book services. Patient portal accounts are available where we have set one up for a patient. Other organisations arrange services with us directly.

If you have an account, you should:

• keep your login details confidential;
• use accurate information;
• tell us as soon as possible if you believe your account has been compromised.

We may restrict access to an account where reasonably necessary for security, to prevent misuse, or for legal or compliance reasons.

You must not:

• misuse the service or use it for unlawful purposes;
• provide information you know to be false, or impersonate another person;
• attempt to gain unauthorised access to the service or any account, or interfere with its security;
• use delivery tracking references you are not authorised to use;
• submit harmful or malicious code, or use automated means to abuse the service.

See our Acceptable Use Policy for more detail.

The content, branding and software of the Karken MyMeds website and application may be protected by intellectual-property rights belonging to Karken Healthcare Ltd or its licensors. Permission to use the service does not transfer ownership of any of these rights to you.

Our service may involve third-party services, such as Stripe for card payments and Google Maps for driver navigation, and our website may link to other websites. Third-party services have their own terms and privacy policies.

This does not limit our responsibility for our own acts and omissions.

Nothing in these Terms affects rights that consumers have under applicable law.

We must provide services to consumers with reasonable care and skill. Where the law gives you rights that cannot lawfully be excluded or restricted, these Terms do not exclude or restrict them.

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care and skill. Subject to the law, we are not responsible for loss or damage that was not reasonably foreseeable.

For business customers, additional liability provisions may be set out in the applicable quotation, service agreement or other separately agreed written contract.

Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law, as described in section 19.

We may suspend or restrict access to an account or service where reasonably necessary because of:

• security concerns;
• misuse of the service;
• non-payment by a business customer, where appropriate;
• legal or regulatory requirements;
• a material breach of the terms that apply.

We will not end a consumer's confirmed service without good reason. If we do, consumers keep their legal rights, including any right to a refund for services not provided.

For ongoing business arrangements, separately agreed termination provisions may apply.

We may update these Terms from time to time, for example to reflect changes to our services or the law. Changes apply from the date they are published, as appropriate, and not retrospectively. The date at the top shows when these Terms were last updated.

A confirmed service remains subject to the terms and prices that applied when it was agreed, unless you agree otherwise or a change is required by law.

Our Privacy Policy explains how we handle personal information. Our Cookie Policy explains our use of cookies.

If you have a concern about our service, please contact us so we can investigate. Email help@karkenmymeds.co.uk or call 01603 515443.

Concerns about how we handle personal information are covered in our Privacy Policy.

Consumers

These Terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland, and if you live in Northern Ireland, you can also bring proceedings in Northern Ireland. This does not take away any protection given to you by the mandatory consumer law of the place where you live.

Business customers

Unless a separately agreed written contract says otherwise, these Terms and any contract with a business customer are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

We aim to keep our website available, but we do not guarantee that it will always be available or uninterrupted. We may maintain or update it from time to time. This does not affect our responsibility for services we have confirmed.

If a court decides that any part of these Terms is unlawful or unenforceable, the rest of these Terms continue to apply.

For business customers, a separately signed agreement may contain more detailed entire-agreement provisions. For consumers, nothing in these Terms affects information we gave you before you entered into a contract that forms part of that contract by law.