Using Our Services
CCA expects that members act in accordance with the law and regulations when using our support services.
As a member, you are not permitted to duplicate, or sell information obtained from CCA, even after editing it. The information shared as part of our services can only be copied or shared for personal, non-commercial use. In doing so, you must retain all copyright or other proprietary notices. The names of our team members may not be published.
As an CCA member, you should not:
- use our services in a way that may harm CCA, patients, doctors, other members, or third parties;
- send unsolicited commercial emails (“spam”) to people whose information you received as part of our services;
- threaten, insult, discriminate or hinder others;
- spread computer viruses or documents that contain harmful components.
Data Processing
When using our support services, your data is subject to CCA’s Privacy Policy. We process data with the utmost care, and in compliance with the Data Protection Act (DPA) and all applicable legislation. In line with the DPA, your personal data is stored for 3 years. Anonymized data, amongst others related to treatment usage and outcomes is stored for up to 10 years.
By using our services, you give CCA full authorisation to share relevant parts of your data with third parties when and only if that is required for the provision of our services (e.g. suppliers, sourcing partners, customs and import authorities). Anonymized data, amongst others related to medicine usage and outcomes may be shared with third parties such as for example pharmaceutical and medical research parties, amongst others in the benefit of further scientific health innovation. We never share your personal data with irrelevant or untrustworthy parties.
Since we process data provided by members and third parties, we are unable to guarantee the accuracy and completeness of the data stored and processed through our services. The member or any other person authorized by CCA to add data to our website, is responsible for the accuracy and reliability of that data.
CCA is a tool and source of information for patients, doctors, pharmacies, hospitals and others involved in patient care. To achieve our objective, we do not allow providing fictional or incorrect data through our services.
Confidentiality
All personal data provided to CCA by the Community member as part of a request for a medicine is treated as strictly confidential and only used to process their request.
Any data the member shares on the public parts of CCA’s website or social media (e.g. blog, forum) is not considered confidential. By sharing this data, you allow CCA to use, publish, change, translate, or delete it. Before sharing any data, you must ensure that you are authorized to share it, or get permission to share it. CCA is not liable for any claims by third parties related to data shared by a member on the public parts of our website.
Disclaimer Concerning Data
Neither CCA, nor its partners, or anyone involved in creating, producing, or delivering our services, is liable for any loss, damage or cost that might result from relying on the information provided by our support services. This includes problems with using, not being able to use our support services, or any mistakes or omissions in the information provided.
This limitation also applies to any loss, damage or cost caused by viruses that infect your computer equipment, software or data.
When you use our support services and the user-generated data on our website, you are doing it at your own risk. CCA can change or remove data at any time.
We try our best to include correct and up-to-date information in our services. Members should understand that CCA also relies on the knowledge of others to provide accurate information.
We do not guarantee that their information is correct, current, high-quality, complete, or fit for a specific use. CCA disclaims any such warranties, express or implied, to the fullest extent permitted by law.
Third-Party Websites and Links
Our services may contain links or references to other websites that CCA does not maintain or control. These links are provided for our Community members’ convenience.
You might also reach our services via third party links that we do not control. CCA does not guarantee that the information on these third party websites is correct, current, high-quality, complete, or fit for a specific use.
CCA has no liability for any loss, damage or cost of any kind that might result from the information on these third party websites. If we include a link to a third party on our website, this does not imply we endorse or recommend it.
Rights
CCA and its partners own all rights, including intellectual property rights, to the content of our services, insofar as these rights are not held by third parties whose material has been made available through our services. CCA reserves the copyright to the content of our internet services and our website.
The member acknowledges that CCA and its Suppliers own the rights to the content and data on our internet services and our website. This also applies in the event that this content or data has been changed by someone other than CCA or its suppliers, including the Community member.
Unless it is clearly allowed, you may not copy, display, download, distribute, change, reproduce, republish or retransmit any information, text or document contained on our website, either in digital or printed form. You are also not allowed to create any derivative work based on it, without CCA’s written permission.
CCA’s name and logo are registered trademarks. However, they may be used by members to spread knowledge about our support services, as long as CCA is appropriately credited.
Purchasing Products
When purchasing products through CCA’s partner pharmacies, the following Terms apply.
Licenses and Registrations
CCA holds a certified pharmaceutical wholesale distribution license, registered with the Singapore Ministry of Health.
Purchase Contract
When purchasing a medicine through CCA, the purchase contract is made between the member (hereafter “Buyer”) and CCA (hereafter “Seller”).
CCA represents the Seller and acts as the contact person for the Buyer. CCA is responsible and liable for the quality of medicines and their accurate delivery to the Seller. The Seller is responsible and liable for the final quality check of medicines and their accurate dispatch to the Buyer.
Purchase Process
- When you as a Buyer submit a request for a medicine to CCA, you will receive a specific, non-binding offer. All offers made by CCA are without obligation and non-binding, unless they have been clearly described in writing as binding.
- If you accept this offer via email or phone, you are making a legally binding contract with CCA.
- After accepting an offer, CCA will confirm your purchase on behalf of the Seller with an order confirmation. From this moment onwards, you can no longer withdraw from the contract. You are obliged to make a payment within 7 days of accepting the offer. You are also obliged to provide CCA with all documents relevant to the purchase, such as a prescription and all necessary import documentation, if applicable.
- As soon as we have received your payment, our team will send you an invoice for confirmation and start working on sourcing the product you want to access.
Responsibilities of CCA and the Buyer
CCA is responsible and liable for finding the genuine product in the right condition as required by law, and making it available for shipping, export and import. As a registered and certified pharmaceutical wholesaler distributor, CCA commits to the international standards of Good Distribution Practice for medicine.
Once the product has been shipped and has arrived at the destination country (but has not passed through customs yet), the risk of the quality of the product transfers to the Buyer. CCA does not accept any obligation or liability in respect of legal and regulatory compliance from that point onwards, unless agreed upon and confirmed in writing upfront differently.
CCA will support the Buyer with the right information and documentation to process a legal import. However, the Buyer is responsible for handling the import of the product inside their home country, unless agreed otherwise in writing.
If the Buyer fails to perform their duties arising from this provision, CCA will not reimburse any resulting injury, loss or damage, nor send a replacement product.
Unless otherwise agreed in writing with the Buyer, CCA accepts no liability for the scrapping, loss, seizure, destruction or damage of the product as a result of import controls, lack of approvals, inspections, customs duties or other circumstances connected with the import of the product into a country, unless agreed upon and confirmed in writing upfront differently.
Prices
Unless otherwise agreed in writing, the price of a product to be supplied by CCA will be the latest price in Sinagpore Dollar (SGD) as listed by CCA.
The prices published on our website are indication prices and do not include:
- Value Added Tax, custom duties and fees or equivalent local and national taxes or any other public taxes, if applicable, unless otherwise stated in writing;
- logistical costs such as shipping fees and fees for temperature controlled packaging.
After accepting an offer, the Buyer is obliged to make the payment for their product and the services within 14 days.
Non-refundable deposit
In some cases, the Buyer might be asked to pay a non-refundable deposit of 10-50% of the order amount. This might be needed when CCA has to take specific actions to ensure an order is processed and delivered on time. The deposit is, if applicable, used to cover Sourcing costs necessary to source a medicine on time.
If a deposit is needed in your case, we will inform you.
Please note that making a deposit does not guarantee that CCA will be able to get the product for you in time. If you have paid the 10-50% deposit of the purchase price, and CCA has not been able to source the product for you in time, the deposit will only partially be refunded, depending on the occasion and circumstances, as determined at CCA’s discretion.
Delivery Times
Delivery times will vary based on the medicine you’ve ordered.
CCA will provide you with an estimate of delivery time when you accept our offer. However, this estimate is non-binding, since we nor the Seller have no control over the export, import and sourcing duration.
Due to the specific nature of supply and delivery of unlicensed medicines under the Named Patient Import regulation, lead times for availability, supply, customs handling and/or delivery are unpredictable. This is a risk you as the Buyer always need to be aware of. Delays within the process are never a reason to claim a refund.
CCA will do everything possible and needed to support the import and ensure speedy sourcing and delivery. If the expected sourcing and delivery time extends our estimate, we will inform you accordingly. This is however not a reason for a claim or refund.
Repeat Orders
If a Buyer wishes to place a repeat order for a medicine, they must inform CCA in writing 4-6 weeks before their current supply of the medicine runs out. Within 2 weeks after receiving the repeat order, CCA’s Seller will ensure the supply of the medicine.
If the Buyer does not place a repeat order for the medicine or places one less than 4-6 weeks before their current supply runs out, CCA nor the Seller can guarantee the availability of the medicine.
Claims
If upon receipt of your order you discover an issue with a product, you need to immediately inform CCA in writing. You can do so by sending an email within 24 hours to CCA or via our Customer Support email. Your email must contain appropriate proof of the issue you are reporting (e.g. photos). Your claim can only be granted if you follow the instructions provided by CCA.
If you discover an issue or unexpected problem with a product at a later stage, you need to immediately, but latest within 24 hours, inform CCA by email at goose1goi@CCA with subject Urgent Problem.
Product Returns
CCA’s Seller cannot accept product returns, as every purchase is made on an individual Named Patient Import basis. That means, every medicine will be sourced for a specific patient. It is not allowed to store or resell unapproved medicine to another patient. Because of this, CCA’s Seller is legally not allowed to take medicines back.
Refund Policy
Members/Buyers come to CCA and its liaise pharmacies to buy a medicine that is unapproved or unavailable in their country. To make this purchase and delivery possible in a legal way, CCA uses the “Named Patient” import regulation. This is a highly specific supply and delivery process which differs from regular supply chains.
Medicines sourced within the “Named Patient” import regulation are intended for an identified patient and their treating doctor. These medicines cannot be resold to another patient, or returned to the Sourcing partner. The unique nature of this process requires CCA’s Sellers to have a very strict policy on refunds.
Refunds due to delays
Due to the complex and specific nature of the “Named Patient” import process, lead times can be unpredictable. This is a risk the Buyer needs to be aware of. Delays within the process are never a reason to claim a refund.
Refunds due to a patient’s passing
Unfortunately, a Buyer can also not claim a refund if the patient passes away before the medicine has been delivered. The special release and supply of an unlicensed medicine is always organized on behalf of an identified patient and their registered doctor.
The medicine, once released, is legally not allowed to be delivered to another person than the identified patient. It can also not be returned to the Sourcing partner.
In some very exceptional situations, it might be possible for the Sourcing partner to accept the return of the medicine (one of the most important requirements being that the medicine never left the controlled supply chain). However, these exceptional cases are decided upon by the Sourcing partner and are out of CCA’s Sellers control. If the Sourcing partner accepts a return, they will always charge a return of goods penalty which is most often around 50% of the amount paid for the medicine. The amounts paid for the Access Support Fee, paperwork, taxes and logistics can in such situations not be refunded. Additional expenses of paperwork and/or logistics to organize a return of goods will be deducted from the refund, if any.
Refunds due to price fluctuations
Prices for which unlicensed medicines can be sourced, can fluctuate in an unforeseen manner during the sourcing process.
A price increase up to and including 10% of the medicine price is not a reason for a cancellation and refund. In such a situation, the Buyer needs to pay the additional amount within 5 working days to enable prompt delivery.
Price increases of over 10% can be a reason for order cancellation, to be decided upon by the Buyer. If the Buyer chooses to cancel, the full amount of the medicine price and the logistics costs will be refunded to the customer within 10 days after cancellation. Support service fees will not be refunded.
If the Buyer chooses to proceed with the order, the Buyer will have to settle the additional amount within 5 working days, after which the supply process will proceed. Please be aware that sourcing can only proceed after the additional amount has been received. This might influence the estimated delivery time.
Refunds when a medicine is not sourcable
If CCA’s Seller is, due to unforeseen circumstances, not able to source the medicine anymore, CCA is allowed to cancel the order. CCA will inform the Buyer and the full invoice amount will be refunded to the Buyer.
Other refunds
In case the Buyer chooses to cancel an order for reasons other than those stated above, CCA will refund 50% of the total invoice amount to the Buyer.
Modification and Referral
CCA reserves the right to change data on our internet services and website without notice. Reference to products, services, processes, other data, trade names, trademarks, manufacturers, suppliers, or other designation, does not imply CCA’s approval, support or recommendation thereof.
Applicable Law
On these Terms as well as on any legal actions or matters relating to the use of CCA’s website or support services, The Singapore law is applicable. The Singapore courts shall have exclusive jurisdiction over any disputes arising in connection with our support services or website.
Termination of use
CCA reserves the right to block or prevent, without notice and at its discretion, a user’s future access to and use of our website or support services.
