Effective Date: 31 March 2026 · Applies to: All Afyask Platform transactions
This Refund Policy explains the circumstances in which Afyask Telepharmacy Limited will issue refunds, replacements, or credits in connection with prescription fulfilment, medication delivery, and related services provided through the Afyask Platform. Please read this Policy carefully before placing an order. By using the Afyask Platform, you agree to the terms set out below. We understand that issues can arise with prescription orders and medication delivery. Our goal is to resolve every genuine concern fairly, quickly, and in a way that puts your health and wellbeing first. This Policy sets out your rights and our obligations clearly and without unnecessary complexity.
This Policy applies to all patients and users of the Afyask Platform, whether you access our services through the Afyask mobile application, the Afyask website, a telehealth partner platform that has integrated the Afyask prescription routing service, or any other channel through which an Afyask prescription order is placed. This Policy applies to all types of orders processed through the Afyask Platform, including prescriptions submitted through our telehealth integration pathway, prescriptions submitted by self-upload of a paper prescription, repeat prescription refill orders, and over-the-counter medication orders where these are facilitated through the Platform. If you are a telehealth provider or pharmacy partner accessing the Platform under a separate partnership or commercial agreement, the refund and dispute provisions of that agreement shall apply alongside this Policy. In the event of any inconsistency, the commercial agreement shall prevail with respect to financial settlement between Afyask and the partner, but this Policy shall govern the rights of individual patients in all circumstances.
You are eligible for a full or partial refund in the circumstances described in this section. Refunds are not available in all situations, and certain conditions and exclusions apply as set out in Section 5. We assess each refund request individually and aim to make a fair determination based on the specific facts of your case.
You are entitled to a full refund if you paid for a prescription order that was never delivered to you, provided that the non-delivery is confirmed by our delivery tracking records and you report the issue to us within fourteen days of the expected delivery date. If our records indicate that delivery was completed but you state that you did not receive the medication, we will investigate with our delivery partner before making a determination. We will always give you the benefit of the doubt where our investigation is inconclusive.
If you received a medication that does not match the prescription that was submitted, you are entitled to a full refund or, where clinically appropriate and with your consent, a replacement of the correct medication at no additional charge. You must notify us within forty-eight hours of receiving the delivery so that we can arrange collection of the incorrect medication and prevent any risk of harm from accidental use. We will cover the cost of returning the incorrect medication to the dispensing pharmacy.
If the medication you receive is visibly damaged, has broken packaging, appears tampered with, or is delivered in a condition that compromises its safety or efficacy, you are entitled to a full refund or a replacement. Please do not use medication that appears damaged or compromised. Take a photograph of the condition of the packaging and medication before returning it, and contact us within forty-eight hours of delivery. We will arrange collection and either refund you or dispatch a replacement depending on your preference and availability.
You are entitled to a full refund if the medication delivered to you has passed its expiry date, or if the expiry date falls within thirty days of the date of delivery and you were not informed of this in advance. Afyask and its pharmacy partners are responsible for ensuring that only in-date medication is dispensed. If you discover that expired medication has been delivered, please retain the original packaging and contact us immediately. We take this issue very seriously and will investigate with the dispensing pharmacy as a matter of priority.
If your prescription was accepted and paid for but was only partially filled due to a stock shortage that was not disclosed to you at the time of ordering, you are entitled to a full or partial refund for the unfilled portion. We will always endeavour to notify you before accepting payment for a prescription that cannot be fully filled, but where this does not happen, your refund right is automatic. If you would prefer to wait for the outstanding medication to be sourced, we will hold your order open for up to seven days at no additional cost.
If your prescription is submitted for processing but is subsequently rejected during our verification process and you have already paid, you will receive a full refund of all amounts paid. Common reasons for verification failure include a prescription that cannot be authenticated, a prescriber whose registration cannot be confirmed, a prescription that does not meet dispensing requirements, or a controlled substance prescription that fails our enhanced verification checks. We will notify you of the reason for rejection to the extent we are permitted to do so.
If your prescription order is not delivered within three business days of the confirmed dispatch date in Dar es Salaam, or within five business days for orders in other locations, you may request a refund. Before requesting a refund for delay, please check your delivery status through the Afyask application. If your order shows as dispatched and has not arrived within the above timeframes, contact our support team and we will investigate. If we cannot resolve the delivery within a further twenty-four hours, you are entitled to a full refund.
To request a refund, please contact our customer support team as soon as you become aware of the issue that gives rise to your request. We have designed our refund process to be as simple and low-friction as possible. You do not need to complete lengthy forms or provide extensive documentation for most refund requests.
You can reach us through any of the following channels. Through the Afyask mobile application by navigating to your order history, selecting the relevant order, and tapping the “Report an Issue” option. By email at info@afyask.com with your order reference number in the subject line. By calling or messaging our customer support team on the number listed in the application. In person at our offices in Dar es Salaam if you prefer to speak with someone directly.
When contacting us, please have the following information available: your full name as registered on the Afyask Platform, your order or transaction reference number, a brief description of the issue you experienced, and, where relevant, a photograph of any damaged, incorrect, or expired medication. You do not need to provide medical information beyond what is necessary to identify the order.
Once we receive your refund request, we will acknowledge it within one business day and provide you with a reference number for your case. We aim to resolve all straightforward refund requests within three business days of receiving all necessary information. More complex cases, including those requiring investigation with a delivery partner or pharmacy, may take up to seven business days. We will keep you informed of progress throughout.
Where a refund is approved, we will return the amount to you using the same payment method you used to place the original order, wherever technically possible. If the original payment method is no longer available, we will contact you to agree an alternative.
Refunds to mobile money accounts, including M-Pesa, Tigo Pesa, Airtel Money, and other Tanzanian mobile money platforms, are typically processed within one to three business days of approval. Refunds to bank accounts are typically processed within three to five business days of approval, depending on your bank. Refunds to cards are typically processed within five to ten business days of approval, as this timeline is partly determined by your card issuer rather than by Afyask.
In some circumstances, we may offer you a credit to your Afyask account as an alternative to a cash refund. Account credits are available for use on any future Afyask order and do not expire for a period of twelve months from the date of issue. We will always offer you the choice between a cash refund and an account credit, and we will not issue a credit in place of a cash refund without your express agreement.
We do not charge any fee for processing a refund. Any delivery charges you paid as part of your original order will be included in your refund where the issue giving rise to the refund is attributable to Afyask or one of our delivery or pharmacy partners.
We are unable to issue refunds in the following circumstances. It is important that you read these exclusions carefully, as they reflect legal restrictions, health and safety requirements, and the practical realities of prescription medication fulfilment.
Refunds are not available where medication has been dispensed correctly in accordance with a valid prescription and has been received by you in good condition, and you have simply changed your mind about taking it. This restriction exists because dispensed prescription medication cannot be re-dispensed or returned to stock for health and safety reasons, and the cost of dispensing is borne at the point of fulfilment.
Refunds are not available where a prescription expires, is cancelled by the prescribing doctor, or becomes invalid after it has been dispensed and medication has been delivered to you. If you are concerned about changes to your prescription, please speak with your prescriber before submitting an order.
Refunds are not available where a delivery was unsuccessful because you were not present at the delivery address and did not make alternative arrangements, provided that our delivery partner made at least two delivery attempts and notified you of each attempt. If you miss a delivery, please contact us within twenty-four hours to arrange re-delivery.
Refunds are not available where you provided an incorrect or incomplete delivery address and the medication was delivered to that address as provided, or was returned undelivered as a result. Please double-check your delivery address carefully before confirming each order.
Refunds are not available for orders placed in error where the medication has already been dispensed and is in transit or has been delivered, unless the error is attributable to a fault in the Afyask Platform. If you realise you have placed an order in error, please contact us as soon as possible. We can cancel orders without charge up to the point at which they are dispatched for delivery.
Refunds are not available for delays caused by circumstances beyond our reasonable control, including severe weather events, civil disruption, government-imposed restrictions, or other force majeure events. In such circumstances, we will always try to find an alternative solution, and we will notify you promptly of any anticipated delay.
Partial refunds may be available in circumstances where some but not all of the above conditions apply, or where an order was only partially affected by an issue. We will always aim to find a fair resolution and will explain our reasoning clearly if we are only able to offer a partial refund.
You may cancel a prescription order at any time before it has been dispatched for delivery, without charge and without giving a reason. To cancel, go to your order history in the Afyask application and select the cancellation option, or contact our support team directly. We will confirm cancellation and process any refund within one business day.
Once an order has been dispatched for delivery, cancellation is no longer possible through the standard process. If you wish to refuse delivery of a dispatched order, please contact our support team before the delivery attempt. We will advise you on the options available based on the status of your order.
Where your telehealth consultation results in a prescription being issued but you decide not to proceed with fulfilment before the prescription has been processed by Afyask, any platform processing fee that has been charged will be refunded in full. The consultation fee charged by the telehealth provider is governed by that provider’s own refund and cancellation policy and is not covered by this Policy.
As a general rule, dispensed prescription medication cannot be returned to the dispensing pharmacy or to Afyask once it has been delivered, for health and safety reasons and in accordance with Tanzanian pharmaceutical regulations. This rule applies even where the medication is unopened and in its original packaging.
The exceptions to this general rule are the circumstances described in Sections 2.2, 2.3, and 2.4, namely where wrong medication, damaged medication, or expired medication has been delivered. In these circumstances, we will arrange collection of the affected medication from your address at our cost. You should retain the medication in its original packaging until collection is arranged, and should not dispose of any medication that is the subject of an open refund or investigation.
Where medication is recalled by the manufacturer or by the Tanzania Medicines and Medical Devices Authority (TMDA) after it has been delivered to you, we will contact you immediately and arrange collection and replacement or refund as appropriate. We monitor TMDA recall notices as part of our routine compliance activities.
If you are not satisfied with the outcome of a refund request, or if our support team has been unable to resolve your complaint to your satisfaction, you may escalate your concern to our resolution team. You can do this by emailing info@afyask.com or by writing to our registered address in Dar es Salaam. Please mark your communication as an escalation and include your original case reference number.
Our resolution team will review your escalated complaint independently of the original support team member who handled your case. We will acknowledge escalated complaints within one business day and aim to provide a substantive response within five business days. If we require additional time due to the complexity of the matter, we will inform you and give an estimated response date.
If you remain dissatisfied after exhausting our internal complaints process, you have the right to refer your complaint to the Tanzania Fair Competition Commission or another relevant regulatory body. Where your complaint relates to the processing of your personal data in connection with a refund, you also have the right to contact the Personal Data Protection Commission of Tanzania.
We are committed to resolving all complaints fairly and promptly. We take every complaint seriously as an opportunity to improve our service, and we will never penalise a customer for raising a legitimate concern.
Patients who use the Afyask Platform for regular refills of chronic medication, including treatment for hypertension, diabetes, HIV, and other long-term conditions, may be particularly affected by delivery failures or stock shortages. We recognise the health impact of a missed dose or delayed refill. Where a refund-eligible issue arises on a chronic medication order, we will offer a replacement as the default option rather than a refund, unless you prefer otherwise. Where stock is unavailable, we will help you source medication from an alternative pharmacy partner as quickly as possible.
Prescriptions for controlled substances are subject to enhanced verification requirements under Tanzanian pharmaceutical law. Where a controlled substance prescription fails our verification process, we will notify you and explain the steps you may need to take with your prescribing doctor. Refunds for failed controlled substance orders will be processed in the same way as for any other prescription verification failure. We do not hold or retain any funds beyond the point at which a verification failure is confirmed.
We recognise that delivery timelines to locations outside Dar es Salaam may be longer, and that access to alternative pharmacies may be limited for patients in rural or remote areas. We will apply extended delivery timeframes for remote orders when assessing delay-related refund requests, and we will communicate expected delivery times clearly at the point of order. If an order to a remote location cannot be fulfilled, we will make every effort to find an alternative before processing a refund.
If a technical fault with the Afyask Platform results in an order being processed incorrectly, charged twice, or fulfilled in a manner inconsistent with the prescription submitted, you are entitled to a full remedy including a refund, replacement, or correction as appropriate. We will prioritise resolution of any order affected by a platform error and will proactively contact affected customers where we identify a system-wide issue.
Afyask operates robust fraud detection and prevention systems to protect the integrity of the prescription fulfilment process and to safeguard both patients and pharmacy partners. We reserve the right to decline a refund request, or to conduct additional verification before processing a refund, where we have reasonable grounds to believe that the request is fraudulent, that a prescription was submitted dishonestly, or that a pattern of refund abuse is occurring.
Where we decline a refund request on fraud prevention grounds, we will notify you of this decision and provide a general explanation. You have the right to dispute this decision through our escalation process described in Section 8. We will never decline a legitimate refund request solely on the basis of automated risk scoring without human review.
Afyask may share information about confirmed refund fraud with pharmacy partners and, where required by law, with relevant regulatory or law enforcement authorities. Any such sharing will be conducted in compliance with the Personal Data Protection Act No. 11 of 2022.
We may update this Refund Policy from time to time to reflect changes in our services, applicable law, or best practice. When we make changes, we will update the version number and effective date at the top of this document, and we will notify you through the Afyask application and by email where you have provided your email address.
Changes to this Policy will not affect refund requests that were submitted before the effective date of the change. The version of the Policy in effect at the time you placed your order will govern any refund request arising from that order. Previous versions of this Policy are available on request from our support team.
If a change to this Policy materially reduces your rights as a customer, we will provide at least thirty days’ notice before the change takes effect, and we will give you a clear summary of what has changed and why.
This Refund Policy is governed by the laws of the United Republic of Tanzania. Any dispute arising from or relating to this Policy that cannot be resolved through our internal complaints process shall be subject to the exclusive jurisdiction of the courts of Tanzania.
Nothing in this Policy limits any right you may have under the Laws of the United Republic of Tanzania, including the Electronic and Postal Communications Act, the Consumer Protection Act, or any other applicable consumer protection legislation. Where any provision of this Policy conflicts with a right conferred by applicable law, the applicable law shall prevail.
If you have any questions about this Refund Policy, or if you would like to submit a refund request, please contact our customer support team. We are available seven days a week and aim to respond to all enquiries within one business day.
Email: info@afyask.com
Address: Dar es salaam, Tanzania
Website: afyask.com
