Last updated: January 2026
1.1. These website terms of sale and use (“Terms”) set out the basis on which we supply products and services to you via our website and application (our “Site”).
1.2. By accessing, browsing, registering on, or placing an order through our Site, you agree to be bound by these Terms.
1.3. Please read these Terms carefully before placing any order. They explain who we are, how we provide products and services, how you and we may change or end the contract, what to do if there is a problem, and other important information.
1.4. If you do not agree to these Terms, you must not use our Site or purchase products or services from it.
2.1. Our Site is owned and operated by Aneeq LLC FZ, a company registered and based in Dubai, United Arab Emirates (“Aneeq”, “we”, “us”, or “our”).
2.2. Aneeq LLC FZ is licensed by the Dubai Health Authority as a telehealth facility under DHA Facility Licence No. 5628179 and provides its telehealth services in accordance with applicable DHA regulations.
2.3. You can contact us via email at hello@aneeq.co.
2.4. If we need to contact you, we will do so using the contact details you provide during registration or the order process.
2.5. Our medical providers (where applicable) are licensed in the UAE and qualified to issue remote consultations and prescriptions in accordance with applicable laws and DHA standards.
3. How We Use Your Personal Information
3.1. When you submit an order or request a consultation, we collect personal details, including health and medical information, such as your age, weight, medical history, and current symptoms, to assess clinical appropriateness of prescribed treatments where required.
3.2. We use your contact details to process orders, deliver products, provide support, and, where you consent, send you marketing about similar products or services.
3.3. By using our Site and purchasing from us, you consent to the collection, use, and processing of your personal data in accordance with our Privacy Policy and UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and its implementing regulations.
3.4. You are responsible for ensuring that all information you provide to us, including health and medical information, is complete, accurate, and up to date.
3.5. Data Protection Rights: You have the right to access, correct, delete, or restrict the processing of your personal data, and to withdraw consent for marketing communications at any time, subject to applicable legal and regulatory requirements. For data protection inquiries or to exercise your rights, please contact us at [hello@aneeq.co].
4. Our Contract With You & Consultation Process
4.1. When you place an order, this represents an offer by you to purchase products or services from us. We will acknowledge receipt of your order, but acceptance occurs only when we send you an order confirmation.
4.2. For prescription-only medications, your request for treatment will be reviewed by a licensed clinician or doctor, and once approved, a prescription will be issued to a licensed pharmacy that will dispense the medication in accordance with applicable law and health‑authority rules.
4.3. If further information is required (for example, clarification of your medical history), we may contact you and your order may not be processed until such information is provided. If you fail to provide the requested information within a reasonable time, we may cancel your order.
4.4. For non‑prescription products, we will confirm your order and take payment at the time of order or prior to dispatch, as stated on our Site.
4.5. We do not guarantee that a prescription will be issued or that a particular treatment will be prescribed, as this is subject to the independent clinical judgement of the relevant healthcare provider.
5. Subscription (Prescription‑Only Medicines)
5.1. Certain prescription‑only medicines are supplied on a subscription basis, usually with a minimum term as stated on the Site. By subscribing, you authorize us to charge your selected payment method at the agreed intervals after initial approval.
5.2. You will receive reminders or notifications before renewal or continuation of your subscription where required.
5.3. Subscription Renewal Notifications: You will receive a reminder notification at least 72 hours (3 days) before your subscription renewal charge is processed. Notifications will be sent via email and/or SMS to your registered contact details. The notification will include the renewal date, amount to be charged, and instructions for cancellation or modification.
5.4. Cancellation and Refunds:
You may cancel your subscription at any time through your account settings or by contacting customer support. Cancellation must be completed at least 24 hours before the next scheduled charge to avoid billing.
Non-Refundable: Charges already processed, orders already approved by a clinician, orders already dispensed by the pharmacy, or products already dispatched are non-refundable.
Refundable: If you cancel before clinical approval or before dispensing/dispatch, you may receive a full refund minus any consultation fees already incurred (if applicable).
5.5. No further recurring charges will apply after successful cancellation, and you will receive a cancellation confirmation via email.
5.6. You may cancel your subscription at any time in accordance with the cancellation process described on our Site. No further recurring charges will apply after cancellation, but charges already incurred or orders already processed may not be refundable.
5.7. If we cancel your subscription (for example, due to safety concerns, regulatory reasons, or non‑payment), you will not be charged further and no additional product will be dispatched.
6.1. If you are not satisfied with a product, you may, subject to applicable law, request a return within 10 days of receipt, in accordance with our return policy published on the Site.
6.2. Products must generally be unopened, unused, and in their original condition and packaging. Due to safety and regulatory reasons, prescription products cannot usually be returned unless they are defective or supplied in error.
6.3. For exchanges, we will process the replacement once we receive the returned item and it passes inspection. If the requested replacement is unavailable, we may issue a refund or credit instead.
6.4. Refunds are processed back to the original payment method where possible and may take up to 10 working days or such other period as stated by your payment provider.
6.5. Nothing in this section affects any mandatory statutory rights you may have under applicable UAE consumer protection laws.
7.1. Images and descriptions of products on our Site are for illustrative purposes only. Actual packaging, appearance, and formulation may differ from what is shown but will remain equivalent or substantially similar as permitted by law.
7.2. All products and services are subject to availability. We may limit quantities or refuse orders where necessary (for example, due to regulatory requirements or stock limitations).
7.3. If you experience any side effects, unexpected reactions, or concerns regarding your treatment, you must stop using the product immediately and seek advice from a qualified doctor or emergency services where necessary.
7.4. We may, where needed, de‑blister or repackage medicines for easier use in accordance with pharmacy standards, which may affect the remaining shelf life. Any such change will be carried out by or under the responsibility of a licensed pharmacy.
8.1. Delivery charges, options, and expected timeframes are displayed on our Site and may vary based on location and product type.
8.2. We provide delivery throughout the UAE, subject to any restrictions stated on the Site. You may be able to track your order via our courier or logistics partners.
8.3. A signature or confirmation may be required upon delivery. Where permitted, packages may be left with a neighbor, building concierge, or other authorized recipient if you are unavailable.
8.4. If our supply or delivery is delayed by an event outside our control, we will take reasonable steps to notify you and minimize the effect of the delay, but we will not be responsible for delays caused by third‑party carriers, customs, regulatory checks, or other events beyond our reasonable control.
9. Your Rights to Make Changes
9.1. Changes to Your Order: If you wish to change your order (for example, delivery address or product variant), you must contact us within 2 hours of placing the order or before the order has been approved by a clinician or dispatched by the pharmacy, whichever comes first. We will let you know if the change is possible and whether it affects price, timing, or any other terms. Changes cannot be guaranteed once clinical review has commenced or products have been dispatched. If the requested change cannot be made, or if you do not agree to any resulting adjustments, you may cancel the order in accordance with these Terms.
10.1. If we miss an agreed delivery deadline and delivery timing was essential to you (for example, for urgent medical needs clearly communicated in advance), you may be entitled to cancel the contract for the affected products.
10.2. Alternatively, you may set a new reasonable delivery deadline. If we fail to meet that new deadline, you can cancel your order for the products that have not been delivered.
10.3. Where you are entitled to cancel, any amounts paid for undelivered products will be refunded.
11. Our Rights to End the Contract
11.1. We may suspend or terminate your access to the Site and/or end the contract for a product or service if:
(a) you fail to pay for an order when due and do not remedy this within 10 days of receiving a payment reminder;
(b) you do not provide necessary information for us or a healthcare provider to supply the products or services safely;
(c) you do not allow us or our partners to deliver the products to you;
(d) we reasonably suspect misuse, fraud, or abuse of the Site, products, subscription, or promotions; or
(e) continuation of the contract would breach applicable law or regulatory requirements.
11.2. If we end the contract in the circumstances set out above, we will refund any money you have paid in advance for products or services not provided, but may deduct or charge you reasonable compensation for costs incurred due to your breach.
12. If There Is a Problem With the Service
12.1. If you have any questions, concerns, or complaints about a product or service, please contact us promptly at help@aneeq.com.
12.2. We aim to ensure that products and services match their description, are of satisfactory quality, and are fit for purpose as required by applicable UAE law.
12.3. If you believe there is a problem, you must inform us as soon as reasonably possible, provide relevant details and evidence, and cooperate with any investigation so that we can address the issue.
13.1. The price of products and services (including VAT, where applicable) is shown on the order page at the time you place your order. We take reasonable care to ensure prices are correct; if we discover an error, we will contact you to confirm whether you wish to proceed at the correct price.
13.2. We accept payment through the methods listed on our Site. You authorize us or our payment processors to charge your chosen method for the amounts due, including recurring subscription charges where applicable.
13.3. You will generally be charged when the products or services are dispatched, or as otherwise specified for subscriptions and consultations.
13.4. If you believe a charge is incorrect, you must contact us promptly so that we can investigate.
14. Medical Disclaimer and Our Responsibility for Loss or Damage
14.1. Aneeq’s Role (Platform, Reseller, Distributor – Not Manufacturer)
14.1.1. Aneeq is a digital platform that facilitates access to healthcare products and services. Aneeq is not the manufacturer of any prescription‑only or over‑the‑counter medicines sold or displayed on the Site. Medicines are manufactured and supplied by third‑party manufacturers and dispensed by licensed pharmacies or distributors.
14.1.2. To the maximum extent permitted by law, Aneeq does not provide any guarantee, warranty, or representation as to the quality, safety, effectiveness, or fitness for purpose of any medicine or product, and shall not be liable for any defect, contamination, recall, non‑performance, or failure of any product arising from its manufacturing, formulation, storage, or packaging, which remain the responsibility of the manufacturer or dispensing pharmacy.
14.1.3. In the event of a product recall, quality issue, or safety alert issued by the manufacturer, regulatory authority, or dispensing pharmacy, we will notify you promptly using your registered contact details and provide instructions for return, replacement, or disposal as directed by the relevant authority.
Licensed pharmacies dispensing prescription medications through our platform retain full responsibility for quality assurance proper storage conditions, and compliance with all applicable pharmacy regulations and DHA standards.
You must report any suspected quality defects, contamination, tampering, or adverse reactions immediately to us at [hello@aneeq.co] and, where required, to the relevant healthcare professional and/or the Dubai Health Authority.
For prescription medications, the dispensing pharmacy’s license details and contact information will be provided with your order for direct quality-related inquiries.\
14.1.4. Aneeq-Manufactured Products (OTC Only):
For over-the-counter (OTC) products that are manufactured, branded, or formulated by or on behalf of Aneeq (“Aneeq-Branded Products”), Aneeq assumes full responsibility as the manufacturer and/or distributor for product quality, safety, labeling, and compliance with applicable UAE and DHA regulations.
For Aneeq-Branded Products only, Aneeq provides a warranty that such products will be free from material defects in manufacturing and will conform to their description and labeling at the time of delivery, subject to proper storage and use in accordance with instructions.
If any Aneeq-Branded Product is found to be defective or non-conforming, we will, at our discretion, replace the product or issue a refund, provided you notify us within [10 days] of receipt and return the product in accordance with our return policy.
This warranty does not extend to defects or issues arising from misuse, improper storage, tampering, or failure to follow product instructions.
For prescription medications and third-party OTC products, the limitations in Section 14.1.1-14.1.2 continue to apply.
14.2. No Medical Services by Aneeq (Unless expressly stated otherwise)
14.2.1. Unless expressly stated otherwise, Aneeq does not itself provide medical, clinical, or healthcare services and does not practise medicine or pharmacy. Aneeq does not make, influence, or participate in any clinical decisions, including diagnosis, prescription selection, dosage determination, or treatment recommendations.
14.2.2. Any medical or healthcare services accessible via the Site (including telehealth consultations, prescriptions, and treatment plans) are provided by independent, licensed healthcare professionals or licensed facilities who act in their own capacity and not as employees, agents, or representatives of Aneeq.
14.2.3. Your interaction with any healthcare professional through the Site does not create an employment, partnership, or agency relationship between Aneeq and that healthcare professional.
14.2.4. The user interface clearly distinguishes between (a) platform functions operated by Aneeq (such as account management, order processing, and payment) and (b) clinical services provided by independent licensed healthcare professionals.
14.3. Third‑Party Doctors and Dosage / Treatment Responsibility
14.3.1. Diagnosis, prescribing decisions, dosage instructions, and treatment recommendations are made solely by the treating doctor or licensed clinician based on their independent professional judgement and the information you provide.
14.3.2. Aneeq does not control, direct, supervise, or interfere with the professional judgement of any third‑party doctor or clinician and does not endorse any particular medication, dosage, or treatment plan.
14.3.3. To the fullest extent permitted by law, Aneeq shall not be responsible or liable for:
(a) any act, omission, advice, diagnosis, prescription, dosage recommendation, or treatment decision made by any healthcare professional;
(b) any consequences or outcomes arising from your reliance on such medical advice or failure to follow it; or
(c) any communication between you and any doctor or healthcare provider, whether conducted through or outside the Site.
14.4. Informational Content Only
14.4.1. Any information, articles, FAQs, or other content on the Site relating to health, wellness, or medicines is provided for general informational purposes only and does not constitute medical advice, diagnosis, or treatment.
14.4.2. Such content must not be used as a substitute for in‑person consultation with a qualified physician or other healthcare professional. You remain responsible for seeking appropriate medical advice before starting, changing, or stopping any treatment.
14.5. General Limitation of Liability
14.5.1. Our products and services are supplied for personal, non‑commercial use only. We shall not be liable for any business losses, including loss of profit, loss of revenue, loss of data, or business interruption.
14.5.2. To the maximum extent permitted by law, our total aggregate liability to you arising out of or in connection with any order, product, service, or use of the Site (whether in contract, tort, negligence, or otherwise) shall be limited to the amount you actually paid to us for the specific order giving rise to the claim.
14.5.3. We shall not be liable for any indirect, incidental, special, punitive, or consequential loss or damage, including but not limited to loss of enjoyment, anticipated savings, or reputational harm, even if we have been advised of the possibility of such damages.
14.5.4. We are not responsible for any loss or damage that was not reasonably foreseeable at the time you entered into the contract with us.
14.5.5. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable UAE law.
14.6.1. We shall not be liable for any delay or failure to perform any of our obligations under these Terms if such delay or failure is caused by an event beyond our reasonable control, including but not limited to acts of God, natural disasters, epidemics, war, terrorism, strikes, governmental actions, or disruption of supply chains and logistics.
15.1. By using our Site, you agree that communications from us may be sent electronically, including via email, SMS, in‑app notifications, or notices posted on the Site.
15.2. You acknowledge that all agreements, notices, information, and communications that we provide to you electronically satisfy any legal requirement that such communications be in writing, to the extent permitted by applicable law.
15.3. This does not affect your statutory rights under applicable UAE laws.
16.1. We may transfer, assign, or subcontract our rights and obligations under these Terms to another organization. We will notify you of any such transfer where required by law.
16.2. The contract for the sale and supply of products and services is between you and Aneeq. No other person shall have any rights to enforce any of its terms.
16.3. Each clause of these Terms operates separately. If any provision is found by a court or competent authority to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.
16.4. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breach, that does not mean that we waive our rights or that you do not have to comply, and we may still take action later.
16.5. These Terms and any dispute or claim arising out of or in connection with them (including non‑contractual disputes or claims) shall be governed by and construed in accordance with the laws of the United Arab Emirates.
16.6. You agree that the courts of Dubai, UAE (excluding the DIFC Courts unless otherwise mandated) shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms, subject to any mandatory provisions of applicable law.
16.7. Platform Use for Personal Purposes Only: Our Site and services are intended for personal, non‑commercial use. Products acquired through the Site must not be resold, redistributed, or used for any unlawful purpose.
16.8. Indemnity:
16.8.1. By You: You agree to indemnify, defend, and hold harmless Aneeq, its affiliates, directors, employees, contractors, and partners from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or connected with:
(a) your breach of these Terms or applicable law;
(b) your misuse of the Site, products, or services; or
(c) your interactions with healthcare providers or any third parties via or in connection with the Site.
16.8.2. By Aneeq (for Aneeq-Branded Products): For over-the-counter products manufactured by Aneeq, Aneeq will indemnify you against claims arising solely from manufacturing defects or non-compliance with applicable product safety regulations, subject to your timely notification and reasonable cooperation, and provided the product was used in accordance with instructions and not misused or tampered with.
16.9. Alternative Dispute Resolution (ADR): We encourage amicable resolution of any complaints or disputes. If you are dissatisfied with how we handle a complaint, we may, where available, suggest mediation or another form of ADR before resorting to court proceedings.
16.10. Amendments: We may update these Terms from time to time, for example to reflect changes in law, practice, or our business. Updated versions will be posted on the Site with a revised “Last updated” date. Your continued use of the Site after the Terms are updated constitutes your acceptance of the revised Terms.