Privacy Policy

Effective date: 22 July 2026

Lakepharm Limited (“Lakepharm”, “we”, “our” or “us”) has served Kisumu and the wider Kenyan community since 11 February 1987. We respect your privacy and are committed to protecting the personal information you share with us through our website (www.lakepharmltd.com), our Customer Portal, our Communications Desk, our AI assistant and our appointment scheduling services. This Privacy Policy explains what we collect, how we use it, how we protect it, and the choices you have. It is written in line with the Kenya Data Protection Act, 2019.

1. Information We Collect

We only collect the information needed to provide our pharmacy and healthcare services:

Contact details — your name, email address and phone number when you submit a form, register a portal account, place an order or book an appointment.
Appointment and scheduling data — the topic, date and time of Google Meet calls you book with us, and related correspondence.
Order and prescription information — prescriptions, refill requests and documents you choose to upload or share with our pharmacists or AI assistant.
Messages and enquiries — the content of messages you send through our contact forms, Communications Desk or chat assistant, including optional file attachments.
Technical data — basic, first-party analytics such as pages visited and general usage patterns, used solely to improve the website. We do not use third-party advertising trackers.

2. How We Use Your Information

To schedule, confirm and manage appointments and Google Meet consultations, including sending booking confirmations and automatic reminders (for example, 30 minutes before a scheduled call).
To process, prepare and track your medicine orders, prescriptions and refill requests, and to notify you of order status changes by email.
To respond to your enquiries, feedback and service requests.
To provide professional pharmaceutical guidance and customer support.
To maintain the safety, security and integrity of our services.
To comply with our legal and regulatory obligations as a licensed Kenyan pharmacy.

3. Google Calendar & Google Meet

When you book a video consultation through our website, we use Google Calendar and Google Meet to create the meeting and generate your joining link. To do this, the details needed for the meeting — your name, email address, the meeting topic, date and time — are added to a calendar event on our business Google account, and Google sends you a standard calendar invitation.

This information is used solely to create and manage your scheduled meeting. Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. Google's handling of data within its services is governed by the Google Privacy Policy, available at https://policies.google.com/privacy.

4. How We Protect Your Data

All data is transmitted over encrypted connections (HTTPS/TLS).
Data is stored on secure, access-controlled cloud infrastructure, and scheduling data is processed through Google Cloud infrastructure with industry-standard safeguards.
Access to personal information is restricted to authorised Lakepharm staff on a need-to-know basis, protected by role-based permissions and audit logging.
Health-related documents you share with us are handled with strict confidentiality by our licensed pharmacy team.

5. Data Sharing

We do not sell, rent or trade your personal information to any third parties. We do not share your data with third parties for marketing purposes.

We only disclose personal information to service providers that are strictly necessary to operate our services (for example, our email delivery provider to send you confirmations, and Google to create your scheduled meetings), or where disclosure is required by Kenyan law, a court order or a competent regulatory authority.

6. Data Retention

We retain personal information only for as long as it is needed to provide the service you requested and to meet our legal, regulatory and professional record-keeping obligations as a licensed pharmacy in Kenya.

Appointment records are retained for our operational records after the meeting has concluded. Enquiries and correspondence are retained for as long as reasonably necessary to serve you. You may request deletion of your personal information at any time (see “Your Rights” below), and we will honour the request unless the law requires us to keep specific records.

7. Your Rights

Under the Kenya Data Protection Act, 2019, you have the right to:

Be informed about how your personal data is used;
Access the personal data we hold about you;
Request correction of inaccurate or incomplete data;
Request deletion of your personal data;
Object to or restrict certain processing of your data.

To exercise any of these rights, contact us at lakepharmltd@gmail.com. We will respond within a reasonable time and in accordance with applicable law.

8. Cookies & Local Storage

Our website uses only essential, first-party cookies and browser storage: a secure session cookie to keep you signed in to the Customer Portal or staff system, and local preferences such as your theme choice. We do not use third-party advertising cookies.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services or the law. The latest version will always be published on this page with its effective date.

10. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact:

Lakepharm Limited, Lakepharm Limited Building, Temple Road, Kisumu CBD, Kenya
P.O Box 1345-40100, Kisumu, Kenya
Email: lakepharmltd@gmail.com
Phone: +254 714 729 999 / +254 727 267 738