Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Prive mobile application, website, and related services (collectively, the "Service") operated by Prive in connection with licensed pharmacy partners in Ghana. By creating an account, placing an order, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. About Prive

Prive is a digital platform that connects customers with participating pharmacies for the purchase and delivery of health, wellness, medications, and related personal-care products. Prive facilitates browsing, ordering, payment, delivery coordination, customer support, and educational content. Unless expressly stated, Prive is not the manufacturer, prescriber, or dispensing pharmacist of products listed on the Service. Fulfilment is performed by independent pharmacy partners subject to applicable pharmacy and consumer regulations in Ghana.

2. Eligibility and account registration

You must be at least eighteen (18) years of age to create an account and place orders through Prive. By registering, you represent that you meet this requirement and that the information you provide— including your mobile number, name, email address, delivery details, and any other profile information—is accurate, current, and complete.

Account access is verified using one-time passcodes sent to your registered phone number. You are responsible for maintaining control of your device, keeping your session secure, and for all activity that occurs under your account. Notify us promptly through in-app support if you believe your account has been accessed without authorisation.

Optional biometric lock, where supported on your device, adds a local device-level safeguard. It does not replace your responsibility to protect your phone and account credentials.

3. Guest use and marketplace access

Certain features, including product discovery and educational content, may be available without an account. Ordering, wallet use, saved addresses, payment methods, order history, receipts, and personalised support require a registered account. Prive may change guest-accessible features at any time.

4. Products, information, and professional advice

Product descriptions, images, ingredients, pricing, availability, and estimated delivery times are provided by pharmacies and suppliers and may change without notice. Prive strives to present accurate information but does not warrant that product descriptions or other content are complete, current, or error-free.

Content in the Service—including articles, care journeys, carousel material, and responses from Zaila, Prive's guided education assistant—is provided for general wellness information only. It is not medical advice, diagnosis, treatment, or a substitute for consultation with a qualified healthcare professional. Always read product labels and follow directions. If you have a medical emergency, contact emergency services immediately.

5. Orders, pricing, and confirmation

When you submit an order, you make an offer to purchase selected items from the fulfilling pharmacy through Prive. An order is confirmed only after payment authorisation succeeds and the pharmacy accepts the order for fulfilment. Prices are shown in Ghana Cedis (GHS) and may include product subtotals, delivery fees, service fees, and packaging fees where applicable.

If an item becomes unavailable, a pharmacy cannot fulfil your order, or a pricing error occurs, Prive or the pharmacy may cancel the affected item or order and arrange an appropriate refund or credit according to these Terms. Promotions, discounts, and wallet credits are subject to their stated conditions and may be modified or withdrawn.

6. Payment methods

Prive supports payment through mobile money, card checkout, and the Prive wallet, processed via authorised payment partners. By providing payment details or authorising a transaction, you confirm that you are authorised to use the selected payment method.

Wallet balances represent stored value held for use on the Service, including checkout payment, approved refunds, and promotional credits where applicable. Wallet top-ups are final once successfully processed, except where a refund is required by law or expressly approved by Prive. Prive may place reasonable limits on top-up amounts, transaction frequency, and wallet use to prevent fraud or misuse.

7. Delivery, discreet fulfilment, and your responsibilities

Delivery is coordinated to the address and location you provide. You are responsible for supplying a complete, accurate delivery address, being available to receive the order where required, and for any delivery instructions or drop-off notes you submit.

Prive is designed with discretion as a core part of the experience. Orders are fulfilled using packaging and labelling practices intended to protect customer privacy. Delivery personnel are instructed to follow the delivery details you provide. Prive does not guarantee that third parties will never infer the nature of a delivery, and you should use delivery notes responsibly.

Estimated arrival times are indicative only and may vary because of traffic, weather, pharmacy processing time, rider availability, or other operational factors.

8. Cancellations, returns, and refunds

Order cancellation rights may depend on order status, product type, and pharmacy policy. Once preparation or dispatch has begun, cancellation may not be possible. Perishable, opened, or intimate personal-care products may not be eligible for return except where required by law or where defective or incorrectly supplied.

Approved refunds may be returned to your original payment method or credited to your Prive wallet, depending on the circumstances and payment channel rules. Prive will provide reasonable information about refund status through the app or support channels.

9. Acceptable use

You agree not to misuse the Service. Prohibited conduct includes, without limitation: providing false or misleading information; attempting to access another user's account; interfering with the security or operation of the Service; scraping or automated harvesting of content; reselling products obtained through Prive in breach of law or pharmacy policy; harassing support staff, riders, or pharmacy personnel; or using the Service for unlawful purposes.

Prive may investigate suspected violations, cooperate with law enforcement where required, and suspend or terminate accounts that create risk for customers, partners, or the platform.

10. Communications and notifications

By using the Service, you agree that Prive may contact you through in-app notifications, SMS, phone calls, or other channels necessary to verify your account, process orders, provide delivery updates, respond to support requests, and send service-related notices. Marketing messages, where sent, will be provided in line with applicable law and your notification preferences where available.

11. Intellectual property

The Prive name, branding, app design, software, educational content, and other materials made available through the Service are owned by Prive or its licensors and are protected by applicable intellectual property laws. You receive a limited, personal, non-transferable licence to use the Service for lawful purposes in accordance with these Terms. You may not copy, modify, distribute, sell, or lease any part of the Service without prior written permission.

12. Third-party services

The Service may integrate with third-party providers for maps, payments, messaging, analytics, hosting, and other functions. Your use of those services may be subject to separate terms and privacy notices. Prive is not responsible for third-party services outside its reasonable control.

13. Disclaimer of warranties

To the fullest extent permitted by law, the Service is provided on an "as is" and "as available" basis. Prive disclaims all warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Prive does not warrant that the Service will be uninterrupted, secure, or error-free.

14. Limitation of liability

To the fullest extent permitted by applicable law, Prive and its officers, employees, contractors, and pharmacy partners will not be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, goodwill, or other intangible losses arising from your use of the Service.

Where liability cannot be excluded, Prive's aggregate liability for claims relating to the Service will be limited to the greater of (a) the amount you paid to Prive for the order giving rise to the claim during the three (3) months preceding the event, or (b) one hundred Ghana Cedis (GHS 100), except where a higher minimum is required by law.

15. Suspension and termination

You may stop using the Service at any time and may request account closure through support. Prive may suspend or terminate access immediately if you breach these Terms, create fraud or security risk, or where required by law or pharmacy partners. Provisions that by their nature should survive termination—including payment obligations, disclaimers, and limitations of liability—will survive.

16. Changes to these Terms

Prive may update these Terms to reflect changes in the Service, legal requirements, or business practices. Material changes will be communicated through the app or other reasonable means. Continued use after the effective date of updated Terms constitutes acceptance, unless applicable law requires a different process.

17. Governing law and disputes

These Terms are governed by the laws of the Republic of Ghana, without regard to conflict-of-law principles. You agree to attempt in good faith to resolve disputes through Prive support before pursuing formal remedies. Nothing in these Terms limits rights that cannot be waived under applicable consumer protection law.

18. Contact

Questions about these Terms may be submitted through the in-app Help / Support chat or via the contact channels published on priveghana.com. Please include your registered phone number and, where relevant, your order reference so we can assist you efficiently.