Terms of service
Terms and Conditions of Use of the Optica Familiei Platform
Date of last update: 10.07.2026
Article 1. Subject matter and acceptance
• These Terms and Conditions (“Terms”) govern the conditions of use of the Farmacia Familiei platform, owned and operated by Farmacia Familiei SRL, IDNO 1005600017723, with registered office in Chișinău municipality, 23 Burebista Street, Republic of Moldova (“the Operator” or “the Seller”).
• By using the Farmacia Familiei platform, the User declares that they have read, understood and accept these Terms, in accordance with the legislation of the Republic of Moldova, including Law No. 284/2004 on information society services and Law No. 105/2003 on consumer protection, Law No. 195 of 25.07.2024 on the protection of personal data.
• For aspects concerning the placement of orders, product delivery, prices, warranties, returns, etc., the terms and conditions in force at the date of placing the Order shall apply.
Article 2. Definitions
Within the meaning of the Terms, the following terms shall have the meanings set out below:
• “Platform” — the set of digital services made available to Users by Farmacia Familiei SRL, including both the Mobile Application and the website ff.md and optica.md, through which Users may create a user account or use guest mode, access product information, place orders, participate in loyalty programmes and benefit from other features offered by Farmacia Familiei SRL.
• “Application” — the Farmacia Familiei mobile application, representing a technical interface through which Users may access, in mobile format, the services made available, including, where applicable, viewing the product catalogue, placing orders, participating in the loyalty programme and using promotional/gamification mechanisms, by creating/authenticating a user account or viewing in guest mode.
• “Site” — the website ff.md and optica.md, owned and operated by Farmacia Familiei SRL, through which the User may access services such as viewing the product catalogue, placing orders, participating in the loyalty programme and using promotional/gamification mechanisms, by creating/authenticating an account or viewing in guest mode.
• “User” — any natural person using the Platform, in guest mode or through a user account.
• “Customer” — the User who places one or more Orders through the Platform and who has the status of consumer within the meaning of consumer protection legislation.
• “Account” — a personal section in the Platform, password-protected, containing the User’s identification data and Order history, which allows access to additional features.
• “Guest mode” — the mode of using the Platform without creating and authenticating a user account, with limited access to certain features.
• “Loyalty Programme” — the set of benefits, discounts, points or commercial advantages granted to certain Customers under the specific loyalty terms.
• “Gamification” — game-type mechanisms (e.g. points accumulation, levels, missions, digital cards) implemented in the platform for loyalty and interaction growth purposes, without necessarily having the nature of a prize draw or a game of chance.
• “Order” — an electronic request placed by the Customer through the Platform, whereby they express their intention to purchase one or more products from the Seller, under the conditions and terms indicated.
• “Pick-up Point” — the pharmacy selected by the User during the order placement process through the Platform, where the ordered products can be collected by the User.
Article 3. Scope of application
• These Terms apply to the use of the Platform in the territory of the Republic of Moldova and govern primarily the relationship between the User and the Seller with respect to the technical use of the Platform (guest mode, Account, loyalty programme, gamification).
• For all aspects concerning the distance sales contract (products offered for sale, prices, payment methods, delivery conditions, warranties, returns and cancellation), the provisions of the “Terms and Conditions” in force at the date of the order shall apply.
Article 4. Conditions of use of the Platform
• The Platform is intended primarily for natural persons aged 18 years with full legal capacity who may validly conclude distance contracts.
• Use of the Platform requires possession of a compatible device (smartphone or tablet, computer) and an internet connection. Costs related to the internet connection and necessary equipment are borne exclusively by the User.
• The User undertakes to use the platform in accordance with the legislation in force in the Republic of Moldova, good morals and these Terms, and not to carry out through the Platform activities that could affect its operation, harm the Seller or other Users.
• The User is prohibited from:
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a) altering the content of the platform or attempting unauthorised access to the related IT systems;
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b) creating multiple Accounts using false or temporary data, for the purpose of abusing promotional campaigns, vouchers or loyalty benefits;
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c) using the platform for the purpose of transmitting illegal, offensive or public order-contrary content.
Article 5. Use of the platform in guest mode
• The Platform may be used in guest mode, without creating an Account, with access to basic features, such as:
• viewing the product catalogue and promotions;
• searching for and locating Farmacia Familiei branches;
• viewing general information about products and services;
• placing orders and reserving products for collection.
• Use in guest mode is subject to this section and the Platform’s Privacy Policy, which describes the data processing carried out in this mode.
Article 6. Creating and managing the Account
• To access certain additional features (e.g. Order history, saving addresses, participation in the Loyalty Programme), the User may create an Account on the Platform.
• To create an Account, the User must provide real, complete and up-to-date data, such as: phone number, password, and as the case may be name, surname, e-mail address, other data strictly necessary for the execution of Account-related services.
• The User is responsible for maintaining the confidentiality of access data (password, authentication codes) and for all activities carried out through their Account. If they suspect unauthorised use of their Account, the User undertakes to immediately notify the Seller.
• The Seller reserves the right to suspend or close a User’s Account, without prior notice, in situations where:
a) it identifies the use of data inconsistent with reality;
b) services are used in a manner inconsistent with normal usage or for fraudulent purposes;
c) attempts or acts of fraud on promotional campaigns or the Loyalty Programme are recorded (e.g. creating multiple accounts for the same person for the purpose of multiplying benefits).
Article 7. Loyalty Programme
• The Platform may include a Loyalty Programme under which certain Customers are awarded points, discounts or other commercial benefits, under a distinct set of “Loyalty Programme” terms.
• Enrolment in the Loyalty Programme is optional and distinct from simply creating an Account; the User expresses their agreement by expressly accepting the specific terms of the Loyalty Programme on the platform.
• The rules regarding the accumulation, use and expiry of points, as well as those regarding the suspension or termination of the Programme, shall be set out in the dedicated Loyalty Programme document, available on the platform.
Article 8. Promotional campaigns, prize draws and gamification mechanisms
• The Seller may organise through the Platform promotional campaigns, prize draws, scratch card-type games or other gamification mechanisms, to stimulate the use of the FF Platform and customer loyalty.
• For each promotional campaign or mechanism with random extraction (prize draws, competitions with prizes, etc.), the Seller will make available to Users a distinct Regulation, which will set out the conditions of participation, the period of conduct, the criteria for designating winners, the prizes and the method of awarding them.
• This document is supplemented by the specific campaign Regulations; in the event of conflict between the provisions of this document and a Campaign Regulation, the provisions of the respective Regulation for that campaign shall prevail.
• Simple gamification mechanisms (e.g. missions, levels, commercial rewards awarded automatically) shall be described, where applicable, in the Loyalty Programme Terms or in dedicated notifications on the Platform.
Article 9. Placing orders through the Platform
• The placement of Orders through the Platform is carried out in the manner described in the Application interface or website interface and is subject to the same conditions regarding the distance contract; the order may be placed in both guest mode and from an authenticated account.
• The Customer is responsible for the accuracy and completeness of the data entered when placing the Order (identification data, delivery address, payment method), and the Seller cannot be held liable for any delays or impossibilities of delivery caused by erroneous information.
• The Seller reserves the right to refuse or cancel an Order in the event of an obvious technical error (e.g. a derisory price displayed in error, product unavailability) or in other objective situations provided for in the approved and published Policies with or without prior notification of the Customer.
Article 10. Payment methods
• For Orders placed through the Platform, the available payment methods (cash on delivery, card payment on delivery, online payment by bank card, etc.) are those displayed at the time of placing the Order.
• In the case of online bank card payments, the online payment is made under maximum security conditions using a payment card as the payment instrument, which enables online transactions to be carried out. After making the payment, you will receive a payment confirmation to your e-mail address. The payment processor uses a secure system based on the latest version of the 3D-Secure security standard, which represents a new global approach to buyer authentication in secure online transactions. This security measure involves redirecting the user at the time of payment to a secure MAIB page where the authentication of each cardholder is carried out by assigning a one-time code for each online transaction. The refund of funds is carried out only on the payment card that was used for the purchase. To make a payment, you will need to enter your bank card details. The transfer of this information is done in accordance with all necessary security measures. The information is transmitted in encrypted form and stored only on a specialised server of the payment system.
The following data will be required for payment:
o Card number (16 digits)
o Expiry date (month and year)
o CVC or CVV code (3 digits)
o Name and surname on the payment card
In the event that the card currency differs from the transaction currency (MDL), the conditions of the issuing bank shall apply when converting the amount debited from the card account.
Card data are processed directly by the payment processor, in accordance with applicable security standards (including 3D Secure); Farmacia Familiei SRL does not store full bank card data in its own systems and is not responsible for any errors of the payment service provider, to the extent that these are not attributable to the Seller.
Article 11. Product reservation and delivery
• The conditions for the delivery and reservation of products ordered through the Platform — areas covered, delivery timeframes, delivery charges, special conditions for non-medicinal and medicinal products — are those described in the Terms and Conditions.
• The possibility of reserving products, with collection and payment at a Farmacia Familiei branch (pick-up point). In the case of purchasing medicinal products (with medical prescription/prescription), at the time of collecting the Order, the Customer is obliged to present and transmit to the Seller’s representative the prescription issued in the form approved by Order of the Ministry of Health of the Republic of Moldova No. 960 of 01.10.2012 on the manner of prescribing and dispensing medicines.
• The reservation of products for collection at a “Pick-up Point” takes place by placing the order through the Platform, selecting the pharmacy collection option and completing the required data.
• The Customer may benefit from the online reservation of medicinal and non-medicinal products for a period of 48 hours.
• The possibility of delivery through the courier service to the address indicated by the Customer and payment in cash/card in accordance with the payment documents presented by the company representative (courier) or payment by bank card on the website — upon receiving the order you will receive the fiscal receipt confirming the payment; only non-medicinal products are eligible for delivery.
• The delivery service for non-medicinal products displayed on the Platform is available for the localities of Chișinău city and its suburbs (Bacioi, Bic, Braila, Bubuieci, Budești, Buneti, Ceroborta, Cheltuitori, Ciorescu, Codru, Colonița, Condrita, Cricova, Cruzești, Dobrogea, Dumbrava, Durlești, Faurești, Frumusica, Ghidighici, Goian, Goianul Nou, Grătiești, Hulboaca, Humulești, Revaca, Stăuceni, Strășeni, Sângera, Tohatin, Trușeni, Vatra).
• The delivery charge via courier within Chișinău city or Bălți is 45.00 lei for orders whose value is less than 350.00 lei. For orders exceeding 350.00 lei, courier delivery is free for the Customer (exception — suburbs of Chișinău municipality, to which the national delivery charge applies).
• The delivery charge via courier to: Ialoveni and suburbs of Chișinău municipality (Bacioi, Bic, Braila, Bubuieci, Budești, Buneti, Ceroborta, Cheltuitori, Ciorescu, Codru, Colonița, Condrita, Cricova, Cruzești, Dobrogea, Dumbrava, Durlești, Faurești, Frumusica, Ghidighici, Goian, Goianul Nou, Grătiești, Hulboaca, Humulești, Revaca, Stăuceni, Strășeni, Sângera, Tohatin, Trușeni, Vadul lui Vodă, Vatra, Văduleni) is 50.00 lei for orders whose value is less than 650.00 lei. The shipping method for placed orders (personal collection or express courier) may be modified only by re-placing them. The estimated delivery date may vary depending on the product and is displayed on the Order page as well as in the confirmation e-mail or phone notification.
• The delivery service for non-medicinal products displayed on the website is available for all localities in the Republic of Moldova.
• The delivery charge via courier outside Chișinău city is 45.00 lei for orders whose value is less than 650.00 lei. For orders exceeding 650.00 lei, courier delivery is free for the Customer.
• Delivery conditions within Chișinău city
• In the case of placing a delivery order between 08:00–14:00 on working days (Monday–Friday), for all categories of products available for delivery, the delivery timeframe is the same day, by 19:00, or maximum 24 hours from the order confirmation time.
• In the case of placing a delivery order between 14:00–08:00 (the following day) on working days (Monday–Friday), the maximum delivery timeframe is the following day by 19:00.
• In the case of placing a delivery order on rest days (Saturday–Sunday), the maximum delivery timeframe is Monday.
• Any additional delay will be communicated to the Customer and a new delivery timeframe shall be agreed with them. In the event that products are unavailable (including in the event that the price or some product characteristics have changed after Order confirmation), Farmacia Familiei SRL will inform the Customer about the unavailability.
• In the event that the Customer is unable to personally receive the Order, the Order will be left at the specified address only to a person over 18 years of age and only upon the Courier being informed of the Order number. The delivery request cannot be honoured if the Customer does not meet the above condition. Delivery shall be considered completed by ff.md and optica.md at the time of handing over the Ordered products to the Customer.
• For all delivery orders outside Chișinău city, the maximum delivery timeframe is 48 hours from the Order confirmation date. Orders received on weekends will be honoured during the immediately following working days.
• The Customer undertakes to sign the delivery note presented by the Courier upon delivery of the ordered products. By signing the delivery note, the Customer acknowledges receipt in good condition and in full of the Ordered products.
• The modification of the delivery method for already-placed orders (from personal collection to courier and vice versa) may only be carried out by cancelling the current order and placing a new order with the desired delivery method.
Article 12. Promotional campaigns
1. Promotions on ff.md and optica.md do not combine with one another; the largest discount applies. This applies to any form of discount (loyalty card, percentage discounts on the site, etc.). Furthermore, in the case of percentage vouchers existing, the holder cannot benefit from the combined discount conferred by applying the percentage voucher to an existing discount within a promotion. This is specified in the respective campaign regulations. ff.md and optica.md unilaterally or in collaboration with certain suppliers establish the regulations of the promotions they organise, these being published exclusively on the site. Promotions apply to Orders that fully comply with the rules displayed on the site, during the clearly stated validity period and within the limits of available stock. ff.md and optica.md do not guarantee stock availability for the entire duration of the promotion and may withdraw the promotion without prior notice.
2. In the case of a promotional campaign organised by ff.md and optica.md, the latter, as organiser, reserves the right to interrupt the promotional Campaign at any time during its conduct, with prior notification of consumers through appropriate means of communication (display on site/application, signage at branches, etc.). The Organiser reserves the right to modify any of the conditions established in the respective campaign regulations, during the campaign period, for substantiated reasons.
3. Campaigns with a gift product are applicable exclusively in the case of special promotions (“guaranteed gift with purchase”) announced through official communication channels. To benefit from the gift product, the total value of products purchased by the Customer must reach the minimum threshold of the Order amount (depending on the provisions of the promotion regulations).
Article 13. Intellectual property
• The content of the Platform (Application, website) (including but not limited to graphic elements, logos, texts, photographs, software, databases) is the property of Farmacia Familiei SRL and/or its suppliers and is protected by legislation on copyright and related rights, trademark law, and other normative acts.
• The User undertakes not to copy, distribute, modify, publish, transmit or exploit in any manner the content of the Platform without the prior, express and written consent of Farmacia Familiei SRL.
Article 14. Protection of personal data
• Personal data collected through the Platform are processed by Farmacia Familiei SRL as controller, in accordance with Law No. 195/2024 on the protection of personal data and the Privacy Policy of Farmacia Familiei, available for viewing on the Platform.
• By using the Platform, the User declares that they have taken note of the Privacy Policy, which describes the categories of data processed, the purposes of processing, the legal bases, data recipients, retention periods, the rights of the data subject and the methods of exercising them.
Article 15. Return Policy
• In any situation of product returns, they must be in the same condition in which they were delivered to the Customer, in the original packaging with all accessories, with labels intact, without defects (except for latent defects and defects already reported by the Customer in correspondence with Farmacia Familiei representatives) and together with all accompanying documents (invoice, warranty certificate, etc.). Products that, pursuant to consumer protection law, are non-returnable, as well as products showing physical modifications, dents, chips, scratches, shocks, traces of use and/or unauthorised modifications, etc., in accordance with current legislation, are not accepted for return. The Seller also reserves the right not to accept the return of products that, by their nature, cannot be returned or that may deteriorate (perishable) or rapidly degrade, including medicines. Products forming a set must be returned as a set. In the event that an order to which a gift product was offered is returned in full, the customer is obliged to return the gift product in its original, undamaged and unsealed condition. For reasons of health protection or hygiene, unsealed products cannot be accepted.
• In the event that the purchased product is non-functional or presents manufacturing defects, it may be replaced with a functional product, provided written notification is given within 48 hours of receiving the product.
• List of non-food quality products that cannot be returned or exchanged for a similar product:
• Clothing and knitwear articles (underwear, bed linen, hosiery).
• Personal hygiene articles (toothbrushes, combs, hair clips, curlers, tweezers, manual or electric shavers and other body care articles).
• Perfumery and cosmetics articles.
• Products and materials made from polymeric materials that come into contact with food, including disposable ones (tableware and accessories for serving and cooking), packaging, articles for storing and transporting food (canisters, containers, bottles, barrels).
• Articles for the prophylaxis and treatment of diseases at home (articles for public health protection and hygiene made of metal, rubber, textiles and other materials, instruments, medical devices and apparatus, oral hygiene remedies, spectacle lenses, articles for childcare, medicines).
• Toys.
• Intimate adult products.
Article 16. Liability
• Farmacia Familiei SRL makes efforts to ensure that the Platform and related services operate continuously and under appropriate security conditions, but cannot guarantee that the Platform will be available without interruption or free of technical errors.
• Farmacia Familiei SRL will not be liable for damages resulting from:
a) temporary unavailability of the Platform or certain features, due to maintenance, improvements or external causes (network outages, power interruptions, etc.);
b) non-compliant use of the Platform by the User;
c) loss or unauthorised disclosure of authentication data due to the User’s fault;
d) content provided by third parties (e.g. payment processor), to the extent that Farmacia Familiei SRL has not contributed to the occurrence of the damage.
Article 17. Modification of the Terms and Conditions of Use
• Farmacia Familiei SRL reserves the right to modify these Terms and Conditions at any time when it considers it necessary.
• The updated version of the Terms will be published on the Platform and will be applicable from the date of display; for significant changes, Farmacia Familiei SRL may inform Users through Platform notifications, e-mail or other appropriate means.
• By continuing to use the Platform after the entry into force of an updated version, the User is deemed to have accepted the Terms as modified.
Article 18. Applicable law and dispute resolution
• These Terms, as well as any disputes or claims arising from or in connection with the use of the Application, are governed by the law of the Republic of Moldova.
• Any conflict arising between Farmacia Familiei SRL and the User/Customer will be resolved, as a priority, amicably. In the event that amicable resolution is not possible, the dispute will be submitted to the competent courts at the Customer’s domicile/residence, in accordance with applicable consumer protection legislation.