Orders & Delivery Policy of Spharma LLC
Version effective as of June 14, 2026, Tashkent
Introduction
This Orders & Delivery Policy (hereinafter — the “Policy”) has been developed by Spharma LLC (state registration Reg. #2435800, TIN: 311 243 300), hereinafter — the “Company”, “we”, and sets out the terms for placing orders, payment, delivery, and self-pickup of goods through the SpharmA mobile application (hereinafter — the “Application”).
Placing an order in the Application constitutes the User’s unconditional consent to the terms of this Policy. If you do not agree with the terms, please refrain from placing an order.
The Policy applies together with the SpharmA Terms of Service and Privacy Policy.
1. Order Placement Terms
1.1. Registration
To place an order, the User must be registered in the Application and confirm their phone number via SMS code. The User is responsible for the accuracy of the data provided (phone number, name, delivery address).
1.2. Age Restrictions
The Application’s services may be used by individuals aged 16 and over. Additional age restrictions may apply to certain categories of goods in accordance with the legislation of the Republic of Uzbekistan.
1.3. Order Confirmation
After an order is placed in the Application, the User receives a notification of order acceptance. Final confirmation (including the total cost and pickup/delivery time) is sent after the availability of goods at the selected pharmacy is verified.
1.4. Prescription Medicines
Prescription-only medicines are not sold through the Application — neither for delivery nor for self-pickup. Such medicines cannot be added to an order: if you attempt to place one, the Application reports that the item is unavailable for online ordering.
A prescription medicine can be purchased only in person at a SpharmA network pharmacy upon presentation of a valid prescription in the prescribed form.
1.5. Right to Refuse an Order
The Company reserves the right to refuse to process an order in the following cases:
- The item is out of stock at the time of fulfillment.
- Inability to contact the User at the phone number provided.
- Knowingly inaccurate data provided when placing the order.
- Presence of a prescription-only medicine in the order (see clause 1.4).
- Other cases contrary to the legislation of the Republic of Uzbekistan.
2. Prices and Assortment
2.1. Currency and VAT
All prices in the Application are quoted in soums of the Republic of Uzbekistan (UZS), inclusive of all applicable taxes.
2.2. Accuracy of Prices and Availability
Prices and stock levels in the Application are updated regularly; however, changes are possible between the time an order is placed and its fulfillment at the pharmacy. In the event of a price change or unavailability of an item, the User will be notified before the order is dispatched/handed over and is entitled to:
- Confirm the order with the changes applied.
- Substitute the item with an analogue from the proposed options.
- Cancel the item or the entire order without penalty.
2.3. Loyalty Programme
Loyalty points accrued under the SpharmA loyalty programme may be used to partially pay for an order in accordance with the programme rules available in the Application.
3. Payment Methods
3.1. Available Payment Methods
| # | Payment Method |
|---|---|
| 3.1.1 | Online payment via the Payme payment system (bank card) |
| 3.1.2 | Cash upon receipt of the order (delivery or self-pickup) |
| 3.1.3 | Partial payment with SpharmA loyalty points |
3.2. Online Payment
When selecting online payment, the User is redirected to the secure interface of the Payme payment system. The Company does not store or process Users’ bank card details. For more details on payment data processing, see the Privacy Policy.
3.3. Payment Upon Receipt
When selecting payment upon receipt, the User pays for the order to the courier (for delivery) or to the pharmacy cashier (for self-pickup) at the moment the order is handed over. Change is provided where available.
3.4. Refunds
In the event of cancellation or return of an order, refunds are made using the same method as the original payment. The refund processing time for online payments is up to 10 (ten) business days from confirmation of the refund.
4. Self-Pickup
4.1. Self-Pickup Conditions
Self-pickup is available from any pharmacy in the SpharmA network. The full list of pharmacies, opening hours, and addresses is available on the Branches page.
4.2. Reservation Period
Once the order is ready, the User receives a notification with the pickup time. The order is reserved at the pharmacy for 24 (twenty-four) hours from the moment of notification. After this period, unclaimed orders are automatically released.
4.3. Order Pickup
To pick up the order, the User must provide the order number or present the notification from the Application.
4.4. Cost
Self-pickup of an order from SpharmA network pharmacies is free of charge.
5. Delivery
5.1. Delivery Area
Delivery is carried out within the city of Tashkent. Delivery outside the service area is possible by prior arrangement with the contact centre at spharma.uz@gmail.com.
5.2. Delivery Times
Delivery is carried out daily during the opening hours of the network pharmacies. The estimated delivery time is indicated in the Application when placing the order and is confirmed once the availability of goods is verified.
5.3. Delivery Cost
The delivery cost is calculated automatically in the Application based on the delivery address and the composition and value of the order. The final amount is displayed before the User confirms the order.
5.4. Order Receipt from the Courier
The courier hands over the order to the User at the specified address. Upon receipt, the User is required to:
- Verify that the order composition is correct.
- Verify the integrity of the packaging.
- For cash payment — pay the courier.
5.5. Failed Delivery
If the courier is unable to deliver the order because the User is absent at the specified address, refuses to accept the order, or for other reasons beyond the Company’s control, the order is returned to the pharmacy. In this case, the delivery cost may be withheld.
6. Order Cancellation
6.1. Cancellation by the User
The User is entitled to cancel an order in the Application before the order is handed over to the courier or made ready for pickup at the pharmacy. After fulfillment has begun, cancellation is possible by agreement with the Company.
6.2. Cancellation by the Company
The Company is entitled to cancel an order in the cases specified in section 1.5 of this Policy, as well as where the order cannot be fulfilled for objective reasons (item unavailability, technical failures, force majeure).
6.3. Cancellation Notification
The User is notified of the cancellation via the Application and/or SMS. Funds paid for a cancelled order are refunded in accordance with section 3.4.
7. Returns and Exchanges
7.1. Medicines of Adequate Quality
In accordance with the legislation of the Republic of Uzbekistan, medicines, medical devices, and medical equipment of adequate quality are not subject to return or exchange. This is due to the impossibility of guaranteeing compliance with storage conditions outside a pharmacy organisation.
7.2. Goods of Inadequate Quality
The User is entitled to return an item upon detection of any of the following defects:
- Compromised packaging integrity, visible signs of damage.
- Expired shelf life at the time of receipt.
- Actual contents do not match the order.
- Other manufacturing defects identified at the time of handover.
A return claim must be made at the time of receipt of the order or immediately after the defect is discovered.
7.3. Return Procedure
To return a defective item, the User should contact spharma.uz@gmail.com, providing the order number, a description of the defect, and supporting photographs. Returns are reviewed within up to 10 (ten) business days of receipt of the request.
8. Liability of the Parties
8.1. Liability of the Company
The Company is liable for the quality and completeness of goods dispensed through the pharmacy network within the limits established by the legislation of the Republic of Uzbekistan.
8.2. Liability of the User
The User is responsible for the accuracy of data provided when placing the order, the timely receipt of the order in accordance with this Policy, and compliance with medical indications when using the purchased medicines.
8.3. Force Majeure
The parties are released from liability for the non-performance of obligations caused by force majeure circumstances, including natural disasters, military actions, acts of public authorities, and other circumstances beyond the parties’ control.
9. Amendments to the Policy
The Company reserves the right to amend and/or supplement this Policy by publishing a revised version. Material changes take effect from the date of publication, unless a different effective date is specified in the notice. Continued use of the Application constitutes the User’s consent to the updated Policy.
The governing law is the legislation of the Republic of Uzbekistan.
10. Contact Information
For questions related to ordering and delivery, please contact us:
- Company: Spharma LLC
- State registration: Reg. #2435800
- TIN: 311 243 300
- Email: spharma.uz@gmail.com
- Address: Tashkent, Yunusabad district, Beg'ubor MFY, 18 mavzesi