Customer & Patient Terms and Conditions
Last updated: June 2026
These Terms govern your use of the White Rabbit E-Pharma platform operated by TMR Computing Ltd ("we", "us", the "Platform") to browse and order medicines and health products, upload prescriptions, use health insurance, and request health services such as doctor consultations, appointments and lab tests. By creating an account, placing an order or requesting a service, you agree to these Terms.
1. Eligibility & account
You must be at least 18 years old (or have the consent of a parent or guardian) to use the Platform. You are responsible for the accuracy of the information you provide, for keeping your login credentials secure, and for all activity under your account.
2. The Platform's role
White Rabbit is a marketplace that connects you with independent pharmacies and healthcare providers. Medicines are sold, and clinical services are provided, by those independent pharmacies and practitioners. We facilitate ordering, payment and delivery coordination but are not the dispensing pharmacist or treating clinician.
3. Medicines & prescriptions
Certain products require a valid prescription. By uploading a prescription you confirm it is genuine, issued to you, and current. A pharmacist may review, query, partially approve or decline any prescription order. We may refuse or cancel any order 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 not a substitute for professional medical advice.
4. Pricing, payments & wallet
Prices are shown in Rwandan Francs (RWF) and may change. Payment can be made by the methods offered at checkout, including wallet balance and cash on delivery where available. Wallet funds are store credit, are non-transferable, and may be used only on the Platform. You authorise us and the relevant pharmacy to charge the amounts shown at checkout, including your insurance co-payment where applicable.
5. Health insurance
Where you choose to pay with insurance, coverage is estimated based on information from your insurer and is subject to final verification and approval by the pharmacist and insurer. The amount you pay (your co-payment) is shown before you confirm. You confirm that the insurance details you provide are yours and accurate. We are not responsible for an insurer's decision to approve, reduce or decline a claim.
6. Health-service requests (consultations, appointments, lab tests)
Requests for doctor consultations, appointments and lab tests are facilitated through the Platform and fulfilled by independent practitioners and laboratories. A consultation does not create an emergency service — in an emergency, call your local emergency number or go to the nearest hospital. Consultation fees, where shown, are payable through the Platform. Any clinical advice, diagnosis or prescription is the responsibility of the treating practitioner, not the Platform.
7. Delivery & collection
Delivery times are estimates and depend on the fulfilling branch and your location. Please ensure someone is available to receive medicines. Risk passes to you on delivery or collection.
8. Returns & refunds
For health and safety reasons, medicines may generally not be returned once dispensed, except where an item is damaged, incorrect, or as required by law. Where a refund is due, it may be issued to your wallet or original payment method. Contact us promptly if there is a problem with your order.
9. Acceptable use
You agree not to misuse the Platform, submit false prescriptions or insurance details, resell medicines, or use the service for any unlawful purpose. We may suspend or close accounts that breach these Terms.
10. Privacy
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. Prescription and insurance images are stored securely and used only to fulfil your request.
11. Liability
To the extent permitted by law, the Platform is provided "as is". We are not liable for the clinical judgement of pharmacists or practitioners, for insurer decisions, or for indirect or consequential losses. Nothing in these Terms excludes liability that cannot be excluded by law.
12. Changes & governing law
We may update these Terms from time to time; continued use means you accept the updated Terms. These Terms are governed by the laws of the Republic of Rwanda, and disputes are subject to the courts of Rwanda.
13. Contact
Questions about these Terms? Email Info@tmrcomputing.com or call +250 728930029.