Pharmacy subscription terms

Who these terms apply to

These terms apply to pharmacies and pharmacy groups that subscribe to PharmaConnect, provided by Pharma Connect (FZE) (“PharmaConnect”, “we”). Your quote or order form sets out your plan, fees and any one-off services. If it differs from these terms, the quote or order form applies. The terms of service for your customers are separate.

Minimum term and cancellation

Your subscription runs for a minimum of 12 months from go-live. After that it continues month to month, and either side can end it with 30 days’ written notice. If you cancel within the minimum term, the fixed monthly fees for the rest of the term remain payable.

Fees and billing

• Fixed monthly fees are billed in advance, monthly or annually. Paying annually gives 10% off monthly fees; one-off fees are not discounted.
• One-off fees are billed on the first invoice.
• An Active Customer is a unique customer, identified by their WhatsApp number, who sends at least one message to your pharmacy through PharmaConnect during a calendar month. Each customer is counted once per month across all branches, however many conversations or messages they send. Messages sent by the pharmacy, including reminders, notifications and marketing campaigns, do not make a customer active unless the customer replies.
• Active Customers above the number included in your plan are billed the following month, on that month’s actual count. You can see your Active Customer count at any time on the Usage page of the portal.
• WhatsApp messages sent on PharmaConnect’s shared number are charged per message sent, at the price for the country of the customer’s WhatsApp number, in three kinds: the assistant’s replies to customers; service notices, such as welcome messages, refill reminders and back in stock notices; and campaigns and consent requests. Messages sent by customers are not charged, and messages that fail to send are never charged. The prices are on our Pricing page and in your quote.
• Each pharmacy group has a message credit of $20 a month, or the amount in your quote, for the assistant’s replies only, shared across all branches. Unused credit does not carry over. Replies above the credit, and every service notice, campaign and consent request from the first message, are billed the following month on that month’s actual count. You can see them at any time on the Usage page of the portal.
• Each message template is charged as the kind on PharmaConnect’s own list, shown on the Usage page. We may move a template to another kind with 30 days’ notice.
• Message charges never stop the service. Your group admins are told by email at 80% and at 100% of the month’s credit.
• With a dedicated WhatsApp number, PharmaConnect does not charge for messages. Meta bills your pharmacy directly for every message, under Meta’s own terms.
• Prices are in US dollars and exclude taxes. VAT is not currently charged; if we become registered for VAT, it will be added where the law requires it, with notice.
• Invoices are payable by bank transfer within the payment terms on your quote. Bank charges are paid by the sender.

Price review

Your plan fees and the message credit are fixed for the first 12 months. After that, we may review them once a year, with 60 days’ written notice. Prices per message follow Meta’s WhatsApp rates: when Meta changes its rate for a country or kind of message, our price per message changes by the same percentage, up or down, from the date Meta’s change applies. We will tell you in writing as soon as we can after Meta announces a change. A change never applies to messages already sent.

Fair use

Plans are designed for normal use by the pharmacy’s own customers. Automated, bulk or unusually heavy use may lead to a plan review, which we will agree with you before any change.

Setup and go-live support

Implementation scope, cost and timeline are agreed with you and set out in your quote before work starts.

Go-live support is quoted in hours and used within the first 30 days after launch. Unused hours don’t carry over. Further help after that is charged at the consulting rate on your quote.

Connections and custom work

Connections with your inventory or other systems, and other custom work, are set up after we agree a scope of work. Setup is a one-off fee on your quote, and it depends on your systems and on third-party providers.

On Enterprise, managing your own WhatsApp Business account and keeping your live inventory sync running are included in the plan fee. This covers routine monitoring, fixes, and updates when a connected system changes. It does not cover changes you ask for, a change of your own system or provider, new connections, or licence and API fees charged by third-party providers. These are quoted at the consulting rate on your quote, or paid by you to the provider directly.

Other system connections, a dedicated environment and database, and in-country hosting are charged monthly at the price on your quote. Any discount on them applies only for the period stated on your quote.

Our role

PharmaConnect is a technology platform. It does not dispense, prescribe or process payments. Your pharmacy remains responsible for regulated pharmacy activities, including confirming every order.