Terms, Conditions & Privacy

Privacy Policy
Terms & Conditions of Use
Support Service Level Agreement (SLA)
Support Availability & Hours
Limitation of Liability & Losses
Cyber Security & Disclaimer
Corporate Policies

Last updated: June 2025. These terms apply to Pharmix Technologies Limited (registered in England and Wales), trading as Pharmix UK. All services, software, and support provided by Pharmix Technologies Limited are subject to the terms set out on this page. For any questions please contact us at admin@pharmix.co.uk.

1. Privacy Policy

At Pharmix UK, we are committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website https://pharmix.co.uk/ or communicate with us. Optional website analytics is controlled by a separate choice, not consent implied by browsing. Product-specific processing and contractual responsibilities are agreed separately.

Information We Collect

We may collect the following types of information:

Personal information: Information that can be used to identify you, such as your name, email address, phone number, job title, and company name. We collect this when you complete a contact form, register for our services, or communicate with us.
Usage data: Information about how you use our website, including pages visited, links clicked, time spent on pages, and searches performed. This may be collected via cookies and analytics tools.
System and technical data: Device information, browser type, IP address, and operating system, collected automatically when you access our systems.
Support data: Information you provide when raising a support ticket, including system logs, screenshots, or other files you share with our support team.

How We Use Your Information

To provide, operate, and maintain our services and software.
To respond to support requests and communications.
To send service-related notices, updates, and maintenance information.
To improve our website, products, and services.
To comply with legal obligations.
To detect and prevent fraud or security incidents.

Cookies

Essential anti-forgery and temporary confirmation cookies protect the enquiry form and show its result. Fonts and interface icons are served from this website. The public enquiry form does not load reCAPTCHA, session replay or an external rich-text editor.

Optional website analytics

Technical website notice reviewed 20 October 2026. If a valid Google Analytics measurement ID is configured, we ask before loading analytics. Essential-only is available alongside Allow analytics. Your preference is stored in this browser for up to 180 days and can be changed through Cookie preferences in the footer when analytics is enabled.

Analytics may measure page visits and enquiries accepted by our mail server. We do not deliberately send names, email addresses, phone numbers, free-text messages, patient data or URL query strings to analytics. Advertising storage and personalisation are not enabled by this integration. Withdrawing consent stops future events and removes accessible analytics cookies; it cannot recall data already transmitted. Google processes permitted analytics data under its own arrangements, which our organisation must review before activation.

Business enquiries only

Form details are used to respond to your request and sent to our internal team. Submitting does not create a marketing subscription. Please do not send patient records, prescriptions or passwords. Local development previews validate forms without sending emails. Hosting/security logs may record technical requests for operation and abuse prevention. Contact us for questions about retention or your information.

Data Sharing

We do not sell your personal information. We may share your information with trusted third-party service providers who assist us in operating our website and delivering our services, subject to confidentiality agreements. We may also disclose information where required by law or to protect the rights and safety of Pharmix Technologies Limited and its customers.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by applicable law. Support records and system data may be retained for up to 7 years for legal and audit purposes.

Your Rights (UK GDPR)

Under the UK General Data Protection Regulation (UK GDPR), you have the right to:

Access the personal data we hold about you.
Request correction of inaccurate data.
Request erasure of your data, subject to legal obligations.
Object to or restrict processing of your data.
Data portability, where applicable.
Lodge a complaint with the Information Commissioner's Office (ICO) at www.ico.org.uk.

To exercise any of these rights, please contact us at admin@pharmix.co.uk.

2. Terms & Conditions of Use

These Terms & Conditions govern your access to and use of the Pharmix website, web applications, mobile applications (available on the Google Play Store and Apple App Store), and any software or services provided by Pharmix Technologies Limited. By accessing or using any of our services, you agree to be bound by these terms. If you do not agree, please do not use our services.

Permitted Use

You may use our services only for lawful purposes and in accordance with these terms. You agree not to:

Use our services in any way that violates applicable UK or international laws or regulations.
Attempt to gain unauthorised access to our systems, servers, or networks.
Transmit any unsolicited or unauthorised advertising or promotional material.
Introduce any viruses, malicious code, or harmful material into our systems.
Reproduce, duplicate, copy, sell, or exploit any part of our services without express written permission.
Use our software or data for any purpose outside the scope of your agreed licence or subscription.

Intellectual Property

All content, software, code, designs, trademarks, logos, and materials published by Pharmix Technologies Limited are the intellectual property of Pharmix Technologies Limited or its licensors. No part of our services may be reproduced, modified, or distributed without prior written consent.

User Accounts

Where access to our software requires a user account, you are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must notify us immediately of any unauthorised use of your account at admin@pharmix.co.uk. Pharmix Technologies Limited reserves the right to suspend or terminate accounts where there is evidence of misuse, breach of these terms, or non-payment of agreed fees.

Payment & Subscriptions

Where services are provided under a paid subscription or contract, payment terms are as specified in the relevant agreement. Pharmix Technologies Limited reserves the right to suspend access to services where payments are overdue. All fees are exclusive of VAT unless otherwise stated. Disputes regarding invoices must be raised within 14 days of the invoice date.

Changes to Services

Pharmix Technologies Limited reserves the right to modify, update, or discontinue any part of its services at any time. Where material changes are made to paid services, reasonable advance notice will be provided.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

3. Support Service Level Agreement (SLA)

This section sets out the support service levels applicable to customers of the Pharmix Warehouse Management System (WMS) and associated software products. Support is provided by Pharmix Technologies Limited in accordance with the customer's current support agreement.

Support priorities are assessed based on actual business impact, not simply the urgency stated by the requester. Pharmix Technologies Ltd reserves the right to review and reclassify any support request where the selected priority does not reasonably reflect the operational impact.

Critical Priority / P1

A Critical issue means the live production system is unavailable or unusable for all users, causing a complete stop to core warehouse operations, with no reasonable workaround available.

Entire WMS application is unavailable to all users.
All users are unable to login or access the system.
Warehouse cannot receive, pick, dispatch, invoice, or operate any orders.
Active data corruption or confirmed security incident affecting live operations.
No reasonable manual or system workaround exists.

Target response: 0–8 business hours, during agreed support hours.

High Priority / P2

A High issue means a major function is unavailable or severely degraded, affecting multiple users or an important operational process, but the entire system is not down and a workaround may exist.

Major module unavailable, such as sales orders, purchase orders, dispatch, or pallet processing.
Multiple users affected by the same issue.
Significant operational delay, but warehouse can continue operating using a workaround.
Integration or report failure affecting important business activity.

Target response: within 48 business hours.

Medium Priority / P3

A Medium issue means a non-critical function is affected, one or limited users are impacted, or the issue has a practical workaround. Normal operations can continue.

Single order, product, pallet, report, user, or screen affected.
Minor calculation, display, filtering, printing, or workflow issue.
Issue requires investigation but does not stop warehouse operations.
Data correction, clarification, user guidance, or non-urgent support query.

Target response: within 5 working days.

Low Priority / P4

A Low issue means the request has minimal operational impact or relates to future improvement, cosmetic change, reporting change, training, administration, or general advice.

Cosmetic changes, layout changes, text changes, or minor UI improvements.
New feature requests or changes to existing functionality.
Report amendments, exports, dashboards, or additional filters.
Training questions, "how-to" queries, or general operational guidance.
Issues affecting convenience but not live warehouse operation.

Target response: within 10 working days.

Important SLA Notes

Response times refer to acknowledgement and commencement of investigation, not guaranteed resolution time.
Resolution time depends on complexity, reproducibility, data quality, third-party systems, customer availability, and required approvals.
Initial investigation may be required before confirming whether an issue is a software defect, user/process issue, data issue, hardware issue, configuration issue, third-party issue, or change request.
Investigation time may be treated as chargeable support time unless the issue is confirmed as a reproducible defect in agreed delivered functionality.
Issues caused by user error, incorrect process, data entry, customer hardware, printers, scanners, internet connectivity, third-party software, integrations, or new/change requests may be chargeable.
Repeated logging of non-critical issues as Critical may result in ticket reclassification and a formal support process review.
SLA response times apply only during agreed support hours. Issues logged outside of agreed support hours will be acknowledged on the next available business day.

4. Support Availability & Hours

Standard Support Hours

Standard support is available Monday to Friday, 09:00–17:30 (UK time), excluding UK public holidays and any communicated Pharmix company closure periods. Support requests received outside these hours will be acknowledged on the next available business day and queued in priority order.

Out-of-Hours Support

Out-of-hours support for Critical (P1) incidents may be available under specific premium support agreements. Unless a customer holds an active out-of-hours support agreement, Pharmix Technologies Limited is under no obligation to respond to support requests outside standard hours. Customers requiring out-of-hours coverage should contact us to discuss available options.

Planned Maintenance

Pharmix Technologies Limited may undertake planned maintenance, system upgrades, or infrastructure work that requires temporary unavailability of services. Where possible, planned maintenance will be scheduled outside standard business hours and customers will be notified in advance. Planned maintenance windows do not constitute a breach of SLA.

Reporting a Support Issue

Support requests should be submitted via the designated support portal or by email to support@pharmix.co.uk. Customers are asked to provide sufficient information to enable investigation, including a clear description of the issue, steps to reproduce, affected users or processes, and any relevant screenshots or error messages. SLA response times commence from the point at which a support request is received with sufficient information to begin investigation.

Service Continuity

Pharmix Technologies Limited makes reasonable efforts to maintain service continuity and system availability. However, service availability is not guaranteed at 100% and may be affected by factors outside our control, including but not limited to hosting infrastructure, third-party services, internet connectivity, and force majeure events. Pharmix Technologies Limited shall not be liable for service unavailability arising from circumstances beyond its reasonable control.

5. Limitation of Liability & Losses

To the fullest extent permitted by applicable law, Pharmix Technologies Limited shall not be liable to any customer, user, or third party for any loss or damage arising out of or in connection with the use of, or inability to use, our website, software, or services, including but not limited to:

Loss of revenue, profit, or anticipated savings.
Loss of contracts, business, or commercial opportunities.
Loss of data or corruption of data.
Loss of goodwill or reputation.
Any indirect, incidental, special, consequential, or punitive damages.
Losses arising from system downtime, service interruption, or delays in support response.
Losses arising from user error, misuse of the system, or failure to follow recommended processes or training.
Losses arising from third-party systems, integrations, hardware, internet connectivity, or services outside the direct control of Pharmix Technologies Limited.
Losses arising from failure to maintain adequate data backups.

Cap on Liability

Where liability cannot be excluded by law, the total aggregate liability of Pharmix Technologies Limited to any customer for all claims arising in connection with any services or software shall not exceed the total fees paid by that customer to Pharmix Technologies Limited in the twelve (12) months immediately preceding the event giving rise to the claim.

Exceptions

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable UK law.

Customer Responsibilities

Customers are responsible for maintaining appropriate backups of their data, ensuring that hardware, network infrastructure, and third-party systems meet the minimum requirements specified by Pharmix Technologies Limited, and ensuring that all users of the system are adequately trained. Pharmix Technologies Limited shall not be liable for losses arising from a customer's failure to fulfil these responsibilities.

Force Majeure

Pharmix Technologies Limited shall not be liable for any failure or delay in performing its obligations where such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemic, civil unrest, government action, power failure, internet outages, or failure of third-party infrastructure providers.

6. Cyber Security & Disclaimer

Pharmix Technologies Limited takes cyber security seriously and implements reasonable technical and organisational measures to protect our systems and customer data. However, no system can be guaranteed to be entirely free from security vulnerabilities. Customers are responsible for maintaining the security of their own devices, networks, and user credentials. Any suspected security incidents must be reported to us immediately at admin@pharmix.co.uk.

Disclaimer: The information provided on this website is for general informational purposes only and is not intended to be a substitute for professional medical, legal, or financial advice. Always seek the advice of a qualified professional with any questions you may have regarding a specific matter.

Whilst we make every effort to ensure the accuracy and reliability of the information presented on this site, we cannot guarantee that the information will always be up-to-date, complete, or accurate. The content of this site is subject to change without notice. The use of any information provided on this site is solely at your own risk.

This disclaimer applies to our website, web application, and our mobile apps available on the Google Play Store and Apple App Store.

7. Corporate Policies

Gender Equality Statement

At Pharmix Ltd, we are committed to promoting gender equality and creating a workplace that is free from discrimination and bias. We believe that everyone should have equal opportunities to succeed and contribute to the success of our organisation.

We strive to ensure that all employees, regardless of gender, are treated fairly and with respect. We value diversity and inclusion and believe that it is a key driver of innovation and growth.

We are committed to creating an environment where gender-based discrimination, harassment, and bias are not tolerated. We provide equal opportunities for professional development, training, and career advancement to all employees.

Our commitment to gender equality extends beyond our organisation to our partners, suppliers, and customers. We encourage our partners and suppliers to adopt similar policies and practices.

Modern Slavery Statement

At Pharmix Ltd, we are committed to preventing modern slavery and human trafficking in all aspects of our business and supply chain. We have a zero-tolerance approach to modern slavery and are committed to conducting our business in an ethical and transparent manner.

We conduct regular risk assessments of our supply chain and have a due diligence process in place to ensure all suppliers meet our standards for ethical conduct and human rights. We provide training and support to raise awareness of the risks of modern slavery and have established clear reporting mechanisms for suspected incidents.

We regularly review and update our policies to ensure they remain effective. We are committed to making a positive impact on society and on the communities in which we operate.

Diversity and Inclusion Policy

Pharmix Ltd is committed to fostering a diverse and inclusive workplace where everyone is valued, respected, and has equal opportunities to contribute and succeed. We believe that our differences — including but not limited to age, gender, race, ethnicity, religion, sexual orientation, and ability — make us stronger and more innovative as an organisation.

To achieve this, we will: recruit, develop, and retain a diverse workforce that reflects the communities we serve; create an inclusive environment where all employees feel welcome and respected; ensure that all policies and practices are fair and equitable; and foster a culture that celebrates the contributions of all employees.

Code of Conduct Policy

Pharmix Ltd is committed to maintaining the highest standards of ethical conduct and professionalism. Our Code of Conduct guides the behaviour of all employees, partners, and representatives of the company.

Compliance with laws and regulations: We will comply with all applicable laws, regulations, and company policies. Respect for others: We will treat all employees, customers, partners, and stakeholders with respect and dignity. Confidentiality and data privacy: We will respect the confidentiality of company and customer information. Integrity and honesty: We will act with integrity and honesty in all our dealings. Conflict of interest: We will avoid conflicts of interest and disclose any potential conflicts to the appropriate authority.

Violations of this policy may result in disciplinary action, up to and including termination of employment or business relationship.

Training and Education Policy

Pharmix Ltd is committed to providing training and education opportunities to all employees to enhance their skills, knowledge, and professional development. We provide role-relevant training, leadership development opportunities, diversity and inclusion education, and compliance training covering applicable laws, regulations, and company policies.

We regularly evaluate the effectiveness of our programmes and seek feedback from employees to ensure they remain relevant and valuable. We encourage all employees to take an active role in their own learning and development.

Employee Reporting Mechanisms

Purpose: This policy outlines the process for reporting any unethical, illegal, or unsafe activities within the company and sets out the procedure for addressing and investigating concerns raised by employees.

Employees are encouraged to report concerns to their immediate supervisor, HR representative, or through the company's anonymous reporting channel. The company prohibits retaliation against any employee who reports a concern in good faith. All reported concerns will be investigated promptly and thoroughly. Records of all concerns and investigations are kept securely and confidentially.

Partner and Supplier Requirements

All partners and suppliers doing business with Pharmix Technologies Limited are expected to uphold the same ethical, social, and environmental standards that we maintain. This includes compliance with all applicable laws and regulations, respect for human rights and labour standards, environmental responsibility, maintenance of quality standards, and confidentiality of our proprietary information and customer data.

We reserve the right to terminate our relationship with any partner or supplier who fails to meet these requirements. We will work closely with partners and suppliers to support compliance and to ensure mutually beneficial business relationships.

For any questions regarding these terms, privacy policy, or our corporate policies, please contact us at admin@pharmix.co.uk. These terms were last reviewed in June 2025 and supersede all previous versions.