About this Support Policy

This Support Policy describes what support you can expect from us in regards to WWW.MEDILIFEPHARMACY.COM.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1st January 2020.By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.


What Our Support Service Covers

We support our services, offered through WWW.MEDILIFEPHARMACY.COM. Our Support Service includes assistance with customer care service online, configuration and use. If you need help setting up or configuring, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a ticket. If you spot a fatal error, please submit a ticket at our Helpdesk.



We will fix any defects in our services as quickly as possible after they are brought to our attention or if we came to notice about it. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular service as part of our scheduled service updates. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we might ask you to go through those steps.


Service Support Channels

We provide Support Services through our Helpdesk number or through email. We do not provide our Support Service through any other channel (including, but not limited to Facebook, Twitter or any other social media) at this time.

You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the service, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.


General Information

Our general support hours are Monday to Friday, 09:00 to 17:00 (United Arab Emirates Standard Time, or GMT+4). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.


Incorporation by reference

This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:


Documents and Notices

The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.

The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.

Supplementary Glossary

“Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;

 “Support Policy” means this support policy, as amended from time to time;

“Terms” means the WWW.MEDILIFEPHARMACY.COM Website Use Terms located at https://medilifepharmacy.com/terms-conditions/

Official Email for support: support@medilife.co