Trust Available
The Trust Centre
Everything Medelu commits to towards patients, pharmacies and the authorities, gathered in one place: terms and conditions, data privacy, payment security and accessibility.
What is collected, where it is hosted, who may access it and how long it is kept. For the app and your orders, the frame is section 8 of the terms and conditions; for this website, it is the privacy page.
The contract between you and Medelu: account, ordering, payment, delivery, responsibilities, governing law. Fourteen sections. The official text is in English; a courtesy translation exists in French and in German.
Payment runs through a PCI DSS level 1 certified page, operated by an electronic money institution licensed in the Union. The price of the medicine goes directly to the pharmacy.
The site targets WCAG 2.2 level AA. A conformance audit is planned; this statement will be updated once it is complete.
The legal document
The document in force is “General Terms and Conditions for the MEDELU App (Consumer Use)”, written in English. A courtesy translation is offered in French and German for ease of reading; only the English version is authoritative, and it prevails in case of discrepancy (section 14.7).
- 01Introduction
- 02Account Registration and Security
- 03Communication with Pharmacies
- 04Ordering and Purchasing Products
- 05Payments and Charges
- 06Delivery of Products
- 07User Obligations and Acceptable Use
- 08Privacy and Data Protection
- 09Intellectual Property
- 10Disclaimers and Limitation of Liability
- 11Termination and Suspension
- 12Amendments to the Terms
- 13Governing Law and Dispute Resolution
- 14Miscellaneous Provisions
Where the data lives, and for how long
- Hosting
- Health data is hosted in the European Union, in Frankfurt, Germany, under the pharmacist's responsibility. It does not leave the European Union and is never monetised.
- Retention
- A partner pharmacy file is kept for the life of the partnership and then ten years, the Luxembourg commercial retention period. No identity document is requested. The pharmacy's bank details (IBAN and bank identity document) are used only to invoice the partnership and are kept with the file, on the same hosting.
- Trackers
- This site sets no measurement cookie, keeps nothing in your browser storage and carries no analytics. The only third-party requests serve the typefaces. One technical cookie exists, and only in the space reserved for pharmacies: it is set after the access code is entered, lasts two hours, and serves to hold the door open, nothing else. There is therefore no consent banner to display, because there is no consent to ask for.
- Your rights
- Access, rectification, erasure, portability and objection: write to [email protected]. Every access to the data is attributed, justified and logged.
Where to find the privacy policy
Two texts, two situations. The app, when you order: section 8 of the terms and conditions, “Privacy and Data Protection”. This website, when you browse it: the privacy page.
Section 8 says what is shared with the pharmacy you choose and sets the rule on consent for health data: it is collected separately in your account, it follows from accepting the app’s terms and conditions, which expressly mention health data, at the moment of the order, and not from merely downloading the app.
The privacy page covers this website only: what is collected form by form, where it lives and for how long. It does not cover your orders.
Provider identity
“The MEDELU mobile application and platform is provided by YMA Media Luxembourg S.à r.l.-S, a private limited liability company incorporated under Luxembourg law, with registered office at 83, Rue Emile Metz, L-2149 Luxembourg, registered with the Luxembourg Trade and Companies Register under number B255428.”
Accessibility statement
Medelu is committed to making this site usable by as many people as possible, whatever their abilities. The site targets level AA of the Web Content Accessibility Guidelines (WCAG) 2.2: semantic heading structure, keyboard navigation, visible focus states, descriptive alternative text, contrast and respect for the reduced-motion preference.
The conformance status will be established once the audit is complete, and this statement will be updated accordingly. If you meet an accessibility barrier, write to us at [email protected].
Your questions
A question about your data, a request for access, rectification or erasure, or a question on the terms: write to [email protected]. The contact form also lets you pick the topic.