Terms of Service

1. Acceptance of Terms

By accessing and using the services provided by Medtravel-R GmbH, operator of the Pharmalogistic brand ("Company," "we," "us," or "our"), you ("User," "you," or "your") agree to comply with and be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services.

These Terms constitute a legally binding agreement between you and Medtravel-R GmbH, a company registered in Austria. These Terms take effect from the moment you begin using our website or services.

2. Services Description

We provide international pharmaceutical sourcing and logistics services. Our services include:

• Product information sourced from official regulatory documents (such as EMA EPARs and SmPCs)
• Sourcing of pharmaceutical products and medical supplies from licensed pharmacies, clinics, and manufacturers
• Order processing and fulfilment
• International shipping and temperature-controlled handling through established courier partners
• Preparation of commercial invoices, customs declarations, and shipping documentation
• Customer support via email, WhatsApp, and Telegram
• On request, arrangement of an independent consultation with a licensed doctor (such consultations are provided by the doctor, not by us)

We are not a pharmacy, a wholesale distributor, a prescriber, or a healthcare provider. Our team does not provide medical advice. All services are subject to availability, applicable regulations, and these Terms of Service.

2.1 Excluded Products — Controlled Substances

Our services do not extend to controlled substances. We do not source, ship, or list any product scheduled under the Austrian Suchtmittelgesetz (SMG), the EU narcotics framework, or the controlled-substance schedules of the destination country. This exclusion includes (without limitation) opioids, ADHD stimulants, benzodiazepines, Z-drugs, and any other internationally scheduled narcotic or psychotropic substance. Orders for such products will be declined regardless of whether a prescription is presented.

3. User Eligibility

You must be at least 18 years of age to use our services and to place an order. By using our services, you represent that you have the legal capacity to enter into binding agreements and comply with all applicable laws in your jurisdiction.

Where pharmaceutical products or medical supplies are intended for a person under 18 years of age, the order must be placed by a parent or legal guardian acting on the minor's behalf. The parent or guardian is the contracting party, is responsible for providing any prescription or medical documentation required, and is responsible for the lawful use of the products by the minor.

When using our services, you agree to provide accurate and complete information and to promptly update any changes to your information.

4. User Rights

As a user of our services, you have the right to:

• Search for and obtain information about products and services
• Copy information for personal use with our approval
• Request data suppression or deletion in accordance with our Privacy Policy
• Contact us with questions or concerns

5. User Obligations

When using our website and services, you agree not to:

• Disrupt or interfere with the proper functioning of the website
• Use automated scripts, bots, or other unauthorized access methods
• Provide false, misleading, or inaccurate information
• Violate any applicable laws or regulations
• Infringe on the intellectual property rights of others
• Attempt to gain unauthorized access to our systems

6. Order Process and Payment

When placing an order through our services:

• All prices are quoted in Euros unless otherwise specified
• Orders are subject to availability and acceptance
• Payment is required before order processing
• Shipping costs are calculated separately based on destination
• We accept payment methods as displayed during checkout

You may modify or cancel orders before shipment. Once shipped, orders are subject to our return policy.

7. Shipping and Delivery

We provide international shipping for our products. Please note:

• Delivery times are estimates and may vary due to customs, weather, or other factors beyond our control
• Customers are responsible for any applicable import duties, taxes, or fees in their country
• Some products may be restricted or prohibited in certain countries
• We are not responsible for delays caused by customs or local authorities
• Risk of loss transfers to you upon delivery confirmation

8. Returns, Withdrawal, and Refunds

8.1 Right of Withdrawal for EU Consumers

If you are a consumer resident in the European Union, you have a statutory right to withdraw from a distance contract within 14 days of receiving the goods, in accordance with the EU Consumer Rights Directive (2011/83/EU) and § 11 of the Austrian Distance and Off-Premises Sales Act (FAGG).

8.2 Statutory Exceptions for Pharmaceutical Goods

Under § 18(1)(5) FAGG and Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery. This exclusion typically applies to medicinal products, vaccines, injectable preparations, and similar pharmaceutical items once their original sealed packaging has been opened.

Sealed pharmaceutical products that have not been unsealed may be returned within the 14-day withdrawal period. Unsealed pharmaceutical products cannot be returned.

8.3 Defective, Damaged, or Incorrectly Shipped Items

Independent of the right of withdrawal, you retain your statutory warranty rights under Austrian law. We will replace or refund items that are damaged in transit, defective on arrival, or incorrectly shipped due to our error, provided you notify us within a reasonable time after delivery and provide supporting evidence (such as photographs).

8.4 Refunds

Approved refunds will be processed within 14 days of receiving the returned goods (or, where applicable, evidence of return), to the original payment method. Where a return is made under the right of withdrawal, the costs of returning the goods are borne by the customer unless we have agreed otherwise.

8.5 Business Customers

The statutory right of withdrawal under § 11 FAGG applies only to consumers. Business customers (entrepreneurs within the meaning of § 1 of the Austrian Consumer Protection Act, KSchG) are not entitled to the 14-day right of withdrawal but retain ordinary warranty rights under the Austrian Commercial Code.

9. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your personal information are governed by our Privacy Policy, which is incorporated into these Terms by reference. Please review our Privacy Policy to understand how we handle your data.

10. Intellectual Property

All content, trademarks, logos, and intellectual property on our website and materials are owned by Medtravel-R GmbH or our licensors and are protected by applicable copyright and intellectual property laws.

We grant you a limited, non-exclusive, non-transferable license to access and use our website and services for your own use — whether as an individual customer or as a healthcare facility, clinic, or other professional organisation procuring goods for its own legitimate business purposes. You may not reproduce, distribute, modify, or create derivative works from our content, nor resell or redistribute information from this website to third parties, without our express written permission.

11. Administrative Rights

We reserve the right to:

• Modify or amend these Terms of Service. We will notify users of material changes by email (where we hold an email address) or by a prominent notice on the website at least 30 days before the changes take effect. Non-material changes (such as clarifications, typo corrections, or contact-detail updates) may take effect immediately upon posting.
• Restrict access to the website or specific services where necessary to protect our legitimate interests or to comply with the law
• Suspend or terminate user accounts for material violations of these Terms
• Refuse registration or service where we have a lawful basis to do so
• Monitor and investigate suspected violations of these Terms
• Take appropriate legal action for violations

12. Disclaimers and Limitations of Liability

Our services are provided "as is" without warranties of any kind, express or implied. We do not guarantee continuous, uninterrupted service availability or delivery within specific timeframes.

To the maximum extent permitted by Austrian law, our liability is limited to the amount paid for the specific service or product. We are not liable for indirect, incidental, or consequential damages, or for delays or failures due to circumstances beyond our reasonable control.

13. Liability for Third-Party Services

Our website may contain links to third-party websites or services that are not owned or controlled by us. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services.

We are not responsible for any damages or losses caused by third-party services, payment processors, shipping carriers, or other external service providers.

14. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God, natural disasters, or extreme weather
• War, terrorism, civil unrest, or government actions
• Pandemics, epidemics, or public health emergencies
• Strikes, labor disputes, or supply chain disruptions
• Technical failures, cyberattacks, or infrastructure problems
• Changes in laws, regulations, or customs procedures

15. Indemnification

You agree to indemnify and hold harmless Medtravel-R GmbH, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of our services, violation of these Terms, misrepresentation of information, or violation of applicable laws.

16. Termination

You may stop using our services at any time. We may suspend or terminate your access to our services for violation of these Terms, suspicious or fraudulent activity, non-payment of fees, or as required by law.

Termination does not affect pending orders, payment obligations, or any provisions of these Terms that by their nature should survive termination.

17. Governing Law and Disputes

These Terms are governed by the laws of Austria and European Union regulations, without regard to conflict of law principles. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of Vienna, Austria.

We encourage you to contact us first to resolve any disputes informally before pursuing formal legal action.

18. International Compliance

Due to the international nature of our services, you acknowledge that regulations vary by country and that some products may not be legal in all jurisdictions. You are responsible for ensuring compliance with your local laws and regulations when using our services or ordering products.

19. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated to registered users by email (where we hold an email address) or by a prominent notice on the website at least 30 days before they take effect. Non-material changes may take effect immediately upon posting. Your continued use of our services after the effective date of any change constitutes acceptance of the updated Terms. We recommend reviewing these Terms periodically.

20. Contact Information

If you have any questions about these Terms of Service, please contact us:

21. Severability

If any provision of these Terms is found to be invalid or unenforceable under applicable law, the remaining provisions will continue in full force and effect. The invalid or unenforceable provision will be modified to the minimum extent necessary to make it valid and enforceable.

22. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and Medtravel-R GmbH regarding the use of our services and supersede all prior agreements, understandings, and communications.

Effective Date: These Terms are effective as of June 2026.

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.