Terms of sale
These terms apply to services booked and paid for with Medyc by a patient, a relative or a family. Employer contracts (ProCare) and a programme’s specific terms take precedence where they say otherwise.
Updated
1. Provider
The contract is with the Medyc company of the country where the service is provided: Medyc System S.A.S in Djibouti, Medyc System PLC in Ethiopia. Their details are in the legal notice.
2. Services
Depending on the city: doctor consultations by video or at a partner clinic, home care (doctor or nurse) and sample collection at home, medicine delivery, health programmes (including Liberté, diabetes follow-up in Djibouti) and offers for families living abroad. Care is delivered by licensed healthcare professionals, employed or partners, who bear professional responsibility for it.
3. Booking
Bookings are made in the app, on the web, on WhatsApp or by phone. A booking is firm once Medyc confirms the service, time slot, address and price. A request sent through a form is not a booking.
4. Prices
Prices are in Djibouti francs (DJF) in Djibouti and birr (ETB) in Ethiopia. The price confirmed before booking is the price you pay; it includes travel, delivery or laboratory costs unless the confirmation says otherwise. A “from” price depends on the service and the beneficiary.
5. Payment
Payment uses the methods offered at booking. A relative abroad may pay for a beneficiary’s care: payer and beneficiary are then both identified, and the payer receives medical information only with the beneficiary’s consent.
6. Cancellation and rescheduling
The cancellation and rescheduling terms (free-cancellation window, any fees) are given to you when your booking is confirmed. Costs already incurred, such as travel, may be charged if they were stated at booking.
If Medyc cancels or cannot provide the service, it is rescheduled or refunded according to the terms confirmed at booking.
7. Medicines
Prescription medicines are dispensed only against a valid prescription, by a partner pharmacy. For safety reasons, delivered medicines are not taken back or exchanged, except for a dispensing error or a defective product.
8. Programmes and subscriptions
A health programme has written terms: included services, duration, price, renewal and termination. Unless stated otherwise, a monthly subscription can be cancelled at any time and ends at the end of the paid period.
9. Teleconsultation
Teleconsultation needs a sufficient connection and a place where you can talk privately. The doctor may decide an in-person examination is needed and refer you; the consultation remains payable if it took place.
10. Complaints
Send any complaint to hello@medyc.io or to the WhatsApp number of the country concerned. We acknowledge it and reply as soon as possible.
11. Liability
Medyc is responsible for organising and properly delivering the services booked. It is not liable for delays or failures caused by events beyond its control, nor for the consequences of inaccurate information given at booking.
12. Governing law
The contract is governed by the law of the country where the service is provided. In a dispute, we first look for an amicable solution; failing that, the competent courts of that country have jurisdiction.