Terms & Conditions

Last updated: June 2026

These Terms & Conditions govern your use of the White Rabbit e-Pharma platform operated by TMR COMPUTING LTD (“we”, “us”, the “Platform”). Different sections apply depending on how you use the Platform — as a customer, a partner pharmacy, or a practitioner. By using the relevant service you agree to the section(s) that apply to you.

1. General & Acceptance

White Rabbit e-Pharma is an online marketplace that connects customers with independent, licensed pharmacies and healthcare providers. We facilitate browsing, ordering, payment and delivery coordination; medicines are sold by independent pharmacies and clinical services are provided by independent practitioners. By accessing or using the Platform you accept these Terms; if you do not agree, please do not use the Platform. These Terms work together with our Privacy Policy and any service-specific terms shown at the point of use.

2. Account & Sign-up

You must be at least 18 years old (or have the consent of a parent or guardian) to create an account. You agree to provide accurate, current information and keep it up to date. You are responsible for keeping your login credentials secure and for all activity under your account; notify us immediately of any unauthorised use. One person may not maintain multiple accounts to abuse promotions or loyalty rewards. We may suspend or close accounts that provide false information, breach these Terms, or are used unlawfully. You may close your account at any time, subject to completing any open orders.

3. Purchasing Medicines & Orders

Prices are shown in Rwandan Francs (RWF) and may change without notice; the price shown at checkout applies to your order. Placing an order is an offer to buy, which the fulfilling pharmacy may accept, partially accept or decline (for example, where stock is unavailable or a prescription cannot be verified). Stock levels are shown in good faith but may change between branches. Payment may be made by the methods offered at checkout, including wallet balance, mobile money, card and cash on delivery where available. You authorise us and the relevant pharmacy to charge the amounts shown at checkout, including any insurance co-payment and delivery fee. Loyalty points and promotions are subject to their own rules and may be withdrawn or amended.

4. Prescription Medicines

Certain products require a valid prescription. By uploading a prescription you confirm it is genuine, issued to you (or the patient you are ordering for), and current. A pharmacist may review, query, partially approve or decline any prescription order, and may require additional verification before dispensing. We may refuse or cancel orders for prescription-only items where a valid prescription cannot be verified. Always read product labels and follow the directions of your pharmacist or doctor. Information on the Platform is provided for general purposes and is not a substitute for professional medical advice, diagnosis or treatment.

5. Insurance Payments & Claims

Where you choose to pay with health insurance, coverage is estimated from the information provided and is subject to final verification and approval by the pharmacist and your insurer. The amount you pay (your co-payment) is shown before you confirm the order. You confirm that the insurance details you provide are yours (or that you are authorised to use them) and are accurate. You authorise the necessary sharing of order and prescription details with your insurer to process the claim. We are not responsible for an insurer’s decision to approve, reduce or decline a claim; where a claim is declined after dispensing, you may be responsible for the balance in accordance with your insurer’s rules.

6. Delivery, Collection & Returns

Delivery times are estimates and depend on the fulfilling branch and your location. Please ensure someone is available to receive medicines; some items may require an adult or the patient to be present. Risk passes to you on delivery or collection. For health and safety reasons, medicines may generally not be returned once dispensed, except where an item is damaged, incorrect, expired, or where a return is required by law. Where a refund is due, it may be issued to your wallet or original payment method. Please report any problem with your order promptly so we can help resolve it.

7. Doctor Consultations & Health Services

Requests for doctor consultations, appointments and lab tests are facilitated through the Platform and fulfilled by independent practitioners and laboratories. These services are not an emergency service — in an emergency, call your local emergency number or go to the nearest hospital. Fees, where shown, are payable through the Platform. Any clinical advice, diagnosis, report or prescription is the responsibility of the treating practitioner, not the Platform. You agree to provide accurate health information and to follow the practitioner’s guidance; outcomes cannot be guaranteed.

8. Pharmacy Partner Registration

These terms apply to pharmacies applying to join the marketplace. By submitting a partnership application you confirm that you are a duly licensed and registered pharmacy in good standing, that the information and licence details you provide are accurate, and that you are authorised to enter into this arrangement. Submitting an application does not guarantee acceptance; we verify details and may approve, request more information, or decline at our discretion. On approval and onboarding, you agree to: keep your registration and licences current; publish accurate product, stock and price information; dispense only through appropriately qualified staff and in compliance with pharmacy and Food & Drugs Authority (FDA) regulations; fulfil accepted orders promptly; honour insurance and prescription workflows; and pay the agreed platform fees and commission. We may charge an onboarding/subscription fee and a commission on sales, disclosed before you go live. Either party may end the partnership on notice; we may suspend or remove a partner immediately where there is a risk to patient safety, a regulatory issue, or a breach of these Terms. You are responsible for your own products, pricing, dispensing decisions and tax obligations, and you indemnify us against claims arising from them.

9. Doctor / Practitioner Terms

These terms apply to practitioners using the doctor workspace. You represent that you are a duly qualified, registered and licensed practitioner in good standing, and you will notify us if that changes. You provide clinical services as an independent practitioner — not as our employee or agent — and retain full professional responsibility and clinical autonomy for every consultation, report and prescription. You will act with reasonable skill and care, prescribe only after adequate assessment and where clinically justified, comply with rules on controlled and restricted medicines, keep patient information confidential, and maintain appropriate clinical records. Consultation fees you set are collected through the Platform, less any agreed platform fee or commission. You will keep your profile accurate, honour confirmed appointments, keep your login secure, and not solicit patients off-platform to avoid fees. You indemnify us against claims arising from your clinical services, and should hold appropriate professional indemnity insurance.

10. Privacy & Data Protection

We process your personal and health information to provide the service, including sharing necessary details with the fulfilling pharmacy, practitioner, insurer or delivery partner. We apply appropriate safeguards to protect your data, and prescription and insurance images are stored securely and used only to fulfil your request. We retain information for as long as needed to provide the service and meet legal and regulatory obligations. You have rights over your data, including access and correction, which you can exercise by contacting us. We do not sell your personal data. Please see our Privacy Policy for full details.

11. Liability & Disclaimers

To the extent permitted by law, the Platform is provided “as is” and “as available”. We are a facilitator and are not the dispensing pharmacist or treating clinician; we are not liable for the clinical judgement of pharmacists or practitioners, for insurer decisions, or for the acts of independent partners. We are not liable for indirect, incidental or consequential losses, or for loss of profit, data or goodwill. Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including for death or personal injury caused by negligence.

12. Changes, Governing Law & Contact

We may update these Terms from time to time; the “Last updated” date shows the latest version, and continued use means you accept the updated Terms. These Terms are governed by the laws of the Republic of Rwanda, and any disputes are subject to the competent courts of Kigali, Rwanda. Questions about these Terms? Email Info@tmrcomputing.com, call +250 728 930 029, or message us on WhatsApp.