Zesttee's Telemedicine Conditions of Sale

Telemedicine Conditions of Sale

These Telemedicine Conditions of Sale will apply to every order of prescription only medicines ("Prescription Products") you place with us via our website www.zesttee.com ("Site"), and all Teleconsultation Services that accompany such order.

1. How these conditions work

1.1. These website terms of sale (“Supply Terms”) set out the basis on which we supply our Prescription Products and Teleconsultation Services to you via our (“Site”) or any links given by us.

1.2. When you buy Prescription Products from our Site and/or experience our Teleconsultation Services, all sections of these Supply Terms apply.

1.3. Please take some time and read these Supply Terms carefully before you place your order of Prescription Products from Site. You will find out who we are, how we provide Prescription Products and Teleconsultation Services to you, how we can change or end our contract with you, what to do if there is a problem and lots of other important information.

1.4. If for any reason you do not agree to these Supply Terms, you must not purchase Prescription Products from our Site, nor engage in our Teleconsultation Services.


2. Who we are

2.1. The Prescription Products & Teleconsultation Services are provided by Zesttee.com Pte Ltd("the Company" or "we" or "us"), a Private limited company registered in Singapore, with a registered office at 1 Lorong 2 Toa Payoh, #04-12, Braddell House, Singapore, 319637. Zesttee is a registered business name of the Company, registered number 201926183Z.

3. How we may use your personal information

3.1. When you submit an order for Prescription Products and accompanied Teleconsultation Services, you will need to provide us with Information about yourself. We use the Information for prescription only medicines: to review your medical information (eg. your personal medical details [age, weight, blood pressure information] and the information submitted in our Site online medical questionnaire) and allow our doctors ("Doctor") to confirm whether the ordered treatment is deemed clinically appropriate; to supply the products to you (e.g your delivery address); to process your payment for the products (e.g. your billing address and credit card details, for which we store only the last four digits of your payment card); and if you agreed to this when ordering, to give you information about similar products that you might like – you can stop receiving this information at any time by contacting us.

4. Our contract with you and the online consultation process

4.1. After you have placed your order for any Prescription Products we will email you to confirm that we have received your order for Prescription Products.

When you purchase any Prescription Products and accompanying Teleconsultation Services and access the Site, you undertake (i) that you are over 18 years of age; (ii) that you are resident in countries where we will send Prescription Product (as identified on the Site) and you are accessing the Site from an IP address in one of those countries; (iii) that you are using the Site in your own name and not on behalf of anyone else; (iv) that you will not allow any other person to use the site, Prescription Product & Teleconsultation Services under your name, nor will you, in using the Prescription Product, Teleconsultation Services or the Site, pretend you are someone else, or seek to disguise your identity; and (v) that you are only using the Site, the Prescription Products & the Teleconsultation Services for your own benefit and not for the purposes of providing Prescription Product & Teleconsultation Services to others.

Prescription Only Medicines ("Prescription Products")

4.2 Please note that Prescription Products are sold to you on a subscription basis (see the paragraph headed Subscription (Prescription Products) below for further information).

4.3. If the ordered Prescription Products is deemed clinically appropriate, the Doctor will review and decide whether or not to approve your request for the ordered treatment in Teleconsultation Services. We’ll send you another email to confirm we have accepted your order for Prescription Products if one of our doctors has assessed your medical information, gone through Teleconsulation Services with you, has confirmed that the Prescription Products is clinically appropriate, and has issued your prescription to the Pharmacy. If we confirm that we have issued your prescription to the Pharmacy and accepted your order, a contract will come into existence between you and the Pharmacy. At this point, we will also give you an order number. We will not take payment for Prescription Products until we have accepted your order.

4.4. We send prescriptions electronically and securely to the Pharmacy, where they dispense and dispatch the Prescription Products on the same day or the next working day.

4.5. If our Doctor requires further information, you will receive an email. The order will not be processed until you have replied to the Doctor’s message. This must be within 10 days of placing your order. If you fail to reply within this timeframe, your order with be declined and you will not be charged.

Other Products

4.6. If you order a product that is not a Prescription Products, we will send you an email to confirm whether we have accepted your order. Teleconsultation Services is not necessary and you will be charged for the product upon placing your order.

All Products ("Products")

4.7. If we are unable to accept your order, we will let you know and you will be refunded in full to the same payment card. We cannot accept your order if Doctor decides that the Prescription Product ordered is not clinically appropriate. Sometimes we also cannot accept orders because the Products is out of stock, because of unexpected limits on our resources, because we have noticed an error in the price or description of the Products or because we are unable to meet a delivery deadline that you have specified.

4.8. Refunds take up to 10 working days to appear in your bank account.

4.9. Products are delivered within Singapore only. We reserve the right to accept orders from outside Singapore at our discretion. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

4.10. Please note that customs, duty and import fees (including tariffs and tax) (“Fees”) may apply if your products are shipped to a destination outside of Singapore. These Fees are not included in our delivery charges. Products are delivered duty unpaid. This means that we are responsible for transportation costs in the delivery of the Products but not for paying any Fees relating to your Product(s) which are imposed at the destination. You are responsible for paying all such Fees directly to the relevant authorities.

5. Subscription (Prescription Products)

Prescription only medicines ("Prescription Products") are sold to you as a subscription as follows:

5.1. On placing an order for a Prescription Products, you agree to purchase at least a 1, 3, 6 month supply of the Prescription Products, subject to the clinical appropriateness assessment by the doctor. You provide us with a continuous payment authority to charge your payment card for the specified amount on approval of your order for Prescription Products and at monthly intervals following such approval date.

5.2 You acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellation. Your subscription will be automatically extended for successive monthly periods, at the original subscription rate or changed if you have made a change in the Prescription Products configuration before the next subscription date.

5.3 Your credit card will be charged 7 days before the 30 day cycle of your monthly subscription. Any cancellations need to be done prior to 5pm, on the 7th day before the end of your 30 day subscription cycle counting from the date of your initial order to avoid being charged for the upcoming subscription cycle(s).

5.4 To cancel/stop your subscription at any time, you must logon to your account and click on cancel subscription for any Prescription Products you have placed on subscription or email us at [email protected] and we will do it for you. If you cancel, your Zesttee subscriber benefits will cease at the point that you cancel.

5.5 We reserve the right to revoke your subscription at any time:

5.5.1 if you violate the Telemedicine Conditions of Sale or the Privacy Policy;

5.5.2 if you notify us of any significant side effects or adverse change in your medical condition, or;

5.5.3 if you inform us that you do not wish to receive further Prescription Products.

5.6. Once we have confirmed we have received your cancellation notice, you will not be charged for any further Supply and no further Prescription Products will be dispatched to you.

5.7. If your subscription is terminated, payments received relating to dispatched Prescription Products will not be refunded.

6. Our Products

6.1. The images on our Site are for illustrative purposes only. Your Products may vary slightly from the Site images.

6.2. All products ("Products") shown on our Site are subject to availability.

6.3. The information provided about the Products is intended to be used for educational or general informational purposes only. It is not aimed at providing specific advice to any individual and should not be relied upon by you in making (or refraining from making) any decisions regarding your health or wellbeing. Please consult with a licensed doctor or other health care practitioner before taking or refraining from any course of action or treatment.

6.4. On receiving your order, and before using any Products, you should carefully read any information which accompanies Products and the website of the licensed manufacturer (including but not limited to the Patient Dispensing Label, the patient information leaflet and/or manufacturer’s guidelines), and you acknowledge and agree that you will only use Products in accordance with such information. Any failure to follow such information is at your own risk.

6.5. You should stop taking Prescription Products and seek immediate advice from a licensed doctor or other health care practitioner if you experience any significant side effects before re-starting the Prescription Products.

6.6. Please note that we may de-blister certain Prescription Products from their original packaging and supply them to you using our own packaging. This is with the intention to aid your Prescription Products compliance, adherence and general ability to take the Prescription Products easily and conveniently. You acknowledge that due to this process of de-blistering and packaging, the shelf life of Prescription Products may be reduced. You agree that you will not take any Prescription Products beyond its stated expiry date.

7. Your rights to make changes

If you want to make any changes to your order please get in touch with us. If the change you have asked for is possible, we will let you know about any changes we need to make to the price of the order, the timing of delivery, or anything else which is different as a result of the change. We will also check whether you want to go ahead with the order on this basis. If we cannot make the change, or you are not happy with the consequences of making the change, you may want to end the contract (see Section 9 "Your rights to end the contract").

8. How we will provide the products

8.1. Our delivery charges are set out on the Site.

8.2. During the order process we will let you know when we will provide the Prescription Products to you, or we will contact you with an estimated delivery date.

8.3. You confirm that there are no unattended animals or young children at the delivery address. If no one is available at your address to take delivery and it is not possible to post the parcel through the letter box the courier may, according to their policies, either leave you a note informing you how to rearrange delivery.

8.4. If our supply of Prescription Products to you is delayed by any event that is outside our control, then we will let you know as soon as we can, but we are not responsible for delays that are outside our control.

Late Delivery

8.5. If we miss the delivery deadline, then we will arrange for you to receive your Prescription Products as soon as possible.

Failed Delivery

8.6. If no one of age is available at your address to take delivery, and it is not possible to post the parcel through the letter box, the courier may, according to their policies, either leave you a note informing you how to rearrange delivery. You may only re-arrange for delivery once after the initial failed delivery. If we are unable to contact you or re-arrange delivery or collection we may end the contract and section 11 (Our rights to end the contract) will apply.


8.7. The Prescription Products will be your responsibility either from the time of delivery to the address you gave us or the time of collection from us. You own the Prescription Product(s) once we have received payment in full following acceptance of the order.

Suspending the Contract

8.8. We may have to suspend the supply of Prescription Products to:

8.9. manage a technical problem or to make minor technical changes; or

8.9.1. make any required updates to the Prescription Products to reflect changes in relevant laws and regulatory requirements.

8.10. We will contact you to tell you we will be suspending supply of the Prescription Products. You may contact us to cancel your order if we suspend it, or tell you we are going to suspend it, for a period of more than 30 days. We will refund any sums you have paid in advance for the product.

8.11. If you do not pay us for the Prescription Products when you are supposed to and you still have not paid us within 10 days of us reminding you to do so, we may suspend supply of Prescription Products until you have paid us any outstanding amounts. We will let you know if we do suspend the supply of Prescription Products.

9.Your rights to end the contract

9.1. For safety reasons, we do not accept returns of Prescription Products. However, your rights to end the contract remains but is dependent on what Prescription Products you have bought, if there is anything wrong with it, how we are performing our obligations, and at what point you decide to end the contract:

9.1.1. if you want to end the contract because of something we have done, see paragraph 9.2;

9.1.2. if you have just changed your mind about the Prescription Products, see paragraph 9.3;

9.1.3. if what you have bought is faulty or does not match the description provided online, you may have a legal right to end the contract, to get the product repaired or replaced, or to get some or all of your money back, see section 12;

9.1.4. cancelling the order, see paragraph 9.4.

9.2. Is it something we have done? If you end the contract because of one of the reasons described below, it will end immediately and you will be refunded in full for any Prescription Products, which have not been provided. The reasons are:

9.2.1. we have told you about a change to the Supply terms which you do not agree to;

9.2.2. there was an error in the price or Prescription Products description on our Site and you do not wish to proceed with your order;

9.2.3. we have let you know that supply of the Prescription Products may be significantly delayed because of events outside our control;

9.2.4. for technical reasons, the supply of the Prescription Products has been suspended for more than 30 days; or

9.2.5. we have done something that gives you a legal right to end the contract.

9.3. Have you changed your mind? If you are unhappy with the products please do let us know.

For safety reasons, we cannot accept the return of Prescription Products as the pharmacy is not able to reuse them. If you have unwanted Prescription Products, please take it to a local pharmacy for safe disposal.

For orders not relating to Prescription Products, you have 7 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days. In this case you have until 7 days after the day you receive the last delivery to change your mind about the products. This excludes sealed Products which are not suitable for return due to health or hygiene reasons if unsealed after delivery (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).

9.4. Cancelling your order. You can cancel your order for medicines up until the point where the doctor issues your prescription (ie. before you receive an email confirming that your order has been accepted). If you want cancel your order in these circumstances, just contact us to let us know.


9.5. You are eligible for a refund for Prescription Products if your situation falls under one of the reasons listed under paragraph 9.2 titled “Is it something we have done?”. Under these circumstances, your refund will:

9.5.1. include the price paid for the Prescription Products

9.5.2. be reimbursed to you by the same method that you used to pay.

10. Our rights to end the contract

10.1. We may also end the contract in situations including but not limited to:

10.1.2. if you fail to pay us when payment is due and you still do not make payment within 10 days of us reminding you that payment is due;

10.1.3. if you do not allow us to deliver the Prescription Products to you or you are unable to collect Prescription Products from us after one additional rearrangement;

10.1.4. if you notify us of any significant side effects or adverse change in your medical conditions, or;

10.1.5 if you violate the Telemedicine Conditions of Sale or the Privacy Policy;

11. If there is a problem with the Prescription Products

11.1. Please contact us if you have any questions or complaints about the Prescription Products. You can email our customer service team at [email protected].

11.2. We have a legal duty to supply Prescription Products that are in conformity with this contract. Legally the Prescription Products you receive must be as described, they must be fit for purpose, and they must be of satisfactory quality.

11.3. There are some exceptions to these legal rights.

12. Price and payment

12.1. The price of your Prescription Products (which includes GST) will be set out on the order pages when you place your order. We take care to make sure that the price of the Prescription Products advised to you is correct. However, it is always possible that something may be incorrectly priced. We will contact you if the price you have been given is wrong and ask you whether or not you want to continue with your order.

12.2. We accept payment by any major credit or debit card. You must pay for the Prescription Products before we dispatch them. We will not charge your credit or debit card until your order for Prescription Products has been confirmed by your assigned Doctor. If you think a charge is wrong please contact us promptly to let us know.

13. Our responsibility for loss or damage suffered by you

13.1. We only supply Prescription Products and accompanying Telemedicine Services for private use. We are not liable for any business losses. If you use the Prescription Products and Telemedicine Services for any commercial, business or re-sale purpose we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.2. Subject to clause 13.4, our maximum liability to you in relation to any order for Prescription Products will be the amount equal to the price of the Prescription Products you have ordered from us.

13.3. We are not responsible for any loss or damage that is unforeseeable.

13.4. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the Prescription Products (including the right to receive products which are as described, of satisfactory quality, fit for any particular purpose made known to us). However, our liability to you applies only if you have honestly, accurately, and completely answered all questions you are presented with in our clinical and medical assessments on Site and during Telemedicine Services. Failure to do so, renders our liability to you null.

14. Written communication

Applicable law requires that some of the information or communications we send to you should be in writing. When using our Site, we will contact you by e-mail or provide you with information by posting notices on our Site. You agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

15. Other important terms

15.1. We may transfer our rights and obligations under these Supply Terms to another organisation.

15.2. The Telemedicine Conditions of Sale and supply of Prescription Products is between you, the Pharmacy, and Zesttee.com Pte Ltd. Other than you, the Pharmacy or Zesttee.com Pte Ltd, no other person shall have any rights to enforce any of its terms.

15.3. Each of the paragraphs and sections of these Supply Terms operates separately. If any of them are deemed unlawful in any court of relevant authority, the remaining paragraphs and sections will remain in full force and effect.

15.4. If we delay in taking steps against you when you break this contract, that will not mean that you do not have to do what we ask in order to remedy your breach, and it will not prevent us taking steps against you at a later date.

15.5. These Supply Terms are governed by Singapore law and you can bring legal proceedings in respect of the products in the Singapore courts.

15.6. Alternative dispute resolution is a process where an independent body considers both sides of a dispute and helps to resolve it, without having to go to court. If you are unhappy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider.

15.7. These Supply Terms, otherwise known as Telemedicine Conditions of Sale, is complementary to our Conditions of Sale: Products and Services (Supplements & Health tests). In the event that these Supply Terms fail to cover a certain aspect of our Prescription Products and Telemedicine Services, please refer to our Conditions of Sale: Products and Services (Supplements & Health tests), which govern the Products and Services of Zesttee.com Pte Ltd. In the event that these Supply Terms contradict a certain aspect of our Conditions of Sale: Products and Services (Supplements & Health tests), please refer to these supply terms in regards to our Prescription Products and Telemedicine Services.

Contact us

If you have any concerns about material which appears on our Site, please contact us at [email protected]