Apoteca.al

Acceptable Use & AI Assistant Notice

Apoteca.al
NIPT / NUIS: M61829018H
General contact: [email protected]
Phone: +355 69 470 2775

Last updated: 6 July 2026

1. About this Notice

This Acceptable Use & AI Assistant Notice explains the rules for using the Apoteca.al website, online store, mobile applications, customer account, checkout, loyalty features, gift cards, store credit, reviews, customer support channels, AI assistant and related services.

It also explains what our AI assistant can and cannot do, how AI conversations may be handled, and what you should not use the AI assistant for.

This Notice forms part of our Terms & Conditions and should be read together with our Privacy Policy, Cookie Policy, Health & Medical Disclaimer, Returns, Refunds & Cancellation Policy, Loyalty Program Terms and Gift Card Terms.

By using Apoteca, you agree to use the Platform lawfully, honestly and responsibly.

Nothing in this Notice limits your mandatory rights under Albanian law.

Part A — Acceptable Use of the Platform

2. General rules

You must not use the Platform in a way that is unlawful, harmful, abusive, fraudulent, misleading, unfair to other users, damaging to Apoteca, or inconsistent with our Terms & Conditions and policies.

You agree that you will not:

  • break any applicable law or regulation;
  • infringe the rights of Apoteca or any third party;
  • use the Platform for fraud, attempted fraud, abuse or misleading activity;
  • misuse accounts, orders, payments, refunds, promotions, loyalty points, store credit, gift cards or cash-on-delivery;
  • interfere with the normal operation, security or availability of the Platform;
  • attempt to gain unauthorized access to accounts, systems, data, payment flows or administrative areas;
  • upload, send or transmit malware, harmful code, spam or unlawful content;
  • misrepresent your identity, age, authority, address, payment details or relationship with another person;
  • use the Platform in a way that may harm customers, Apoteca, suppliers, couriers, payment providers or service providers.

3. Account and identity misuse

You must provide accurate and current information when creating an account, placing an order, using checkout, requesting delivery, contacting support, using loyalty features or using gift cards.

You must not:

  • create accounts using false, misleading or unauthorized information;
  • create multiple accounts to abuse promotions, discounts, loyalty points, gift cards, store credit, free delivery or cash-on-delivery;
  • use another person’s account without permission;
  • impersonate another person or organization;
  • use someone else’s payment method, identity, address, phone number or email without authorization;
  • transfer, sell or misuse your account, loyalty benefits, gift cards, store credit or promotional benefits;
  • avoid restrictions, suspensions, limits or fraud-prevention measures.

You are responsible for activity carried out through your account, device, phone number, email address or login method, unless the activity was caused by Apoteca’s fault or another reason for which you are not responsible under applicable law.

4. Orders, checkout, payments and cash-on-delivery

You must use checkout, payment and delivery features honestly and only for genuine purchases.

You must not:

  • place fake, test, abusive or misleading orders;
  • repeatedly refuse cash-on-delivery orders without a valid reason;
  • provide false or unreachable contact details;
  • provide incomplete, incorrect or unverifiable delivery information;
  • abuse cancellation, return or refund processes;
  • make false claims about missing, damaged, incorrect, expired or defective products;
  • use chargebacks dishonestly or without first contacting us where appropriate;
  • attempt to avoid payment;
  • interfere with payment processing;
  • use stolen, unauthorized or fraudulent payment methods;
  • exploit technical errors, pricing errors, discount errors or checkout bugs.

Where we reasonably suspect abuse, fraud, payment risk or misuse, we may cancel or refuse orders, require prepayment, restrict cash-on-delivery, delay fulfilment while we verify details, suspend an account, close an account or take other steps permitted by law.

5. Promotions, loyalty, store credit and gift-card abuse

You must not abuse or manipulate promotions, discount codes, referral offers, loyalty points, store credit, gift cards, free gifts, samples, campaign benefits or similar features.

Prohibited conduct includes:

  • creating multiple accounts to obtain repeated benefits;
  • using fake identities or contact details;
  • exploiting technical errors or loopholes;
  • reselling promotional benefits without authorization;
  • using bots, scripts or automated tools to claim offers;
  • returning products in a way designed to keep promotional benefits unfairly;
  • making duplicate or false claims;
  • using gift cards, store credit or loyalty points obtained fraudulently;
  • attempting to convert non-cash benefits into cash where not permitted;
  • manipulating reviews, referrals, ratings or campaign participation.

We may cancel, reverse, deduct, refuse, suspend or investigate promotions, loyalty points, store credit, gift cards or related benefits where we reasonably suspect abuse, fraud, error or breach of our policies.

6. Scraping, copying and automated access

You must not scrape, copy, harvest, extract, download, reproduce or reuse the Platform, product catalogue, product data, images, prices, descriptions, reviews, branding, layout, code, content or databases at scale without our written permission.

You must not use:

  • bots;
  • scrapers;
  • crawlers;
  • automated scripts;
  • data-mining tools;
  • browser automation;
  • fake accounts;
  • API abuse;
  • automated ordering tools;
  • automated promo-claiming tools;
  • systems designed to overload or monitor the Platform unfairly.

You may not use Apoteca content, data or product catalogue to build, train, improve or operate a competing service, price-comparison database, AI system, search tool, marketplace, advertising dataset or commercial dataset without our written permission.

Normal search-engine indexing by legitimate public search engines is allowed where it respects our technical instructions and does not harm the Platform.

7. Security and system misuse

You must not:

  • attempt to bypass security, authentication, rate limits, access controls or anti-abuse systems;
  • probe, scan or test the vulnerability of the Platform without authorization;
  • attempt to access accounts, data, systems, logs or administrative functions that are not intended for you;
  • interfere with the Platform, servers, networks, forms, checkout, payment flows or AI assistant;
  • overload, flood, spam or disrupt the Platform;
  • introduce malware, viruses, worms, logic bombs or harmful code;
  • exploit bugs, vulnerabilities, configuration errors or pricing errors;
  • share vulnerabilities publicly before giving Apoteca a reasonable chance to address them.

If you discover a security issue, please report it to [email protected] and do not exploit it or disclose it publicly in a way that could harm Apoteca or users.

8. User content, reviews and communications

If you submit reviews, ratings, comments, questions, photos, messages, support requests or other content, you must make sure your content is lawful, honest and appropriate.

You must not submit content that:

  • is false, misleading or fake;
  • impersonates another person;
  • contains spam, scams or advertising unrelated to Apoteca;
  • contains offensive, threatening, abusive, discriminatory or harassing content;
  • contains personal data of another person without permission;
  • contains confidential information;
  • contains medical records, diagnoses, test results or sensitive health information that is not necessary;
  • contains unlawful health, disease, treatment or cure claims;
  • encourages unsafe use of products;
  • infringes intellectual-property rights;
  • includes malware, harmful links or technical attacks;
  • breaches our Terms & Conditions or product-claim standards.

We may moderate, refuse, edit, hide or remove user content where permitted by law and our policies.

9. Product and health-claim misuse

You must not use the Platform to make, submit, publish or encourage unlawful, unsafe or misleading health claims.

You must not claim that a product sold by Apoteca:

  • treats a disease;
  • cures a disease;
  • prevents a disease;
  • heals a disease;
  • fixes a medical condition;
  • replaces medication;
  • replaces professional medical treatment;
  • guarantees a health result.

You must not use reviews, comments, messages, AI prompts or customer-support channels to promote unsafe product use, excessive dosage, unapproved combinations, medication changes, diagnosis, treatment decisions or emergency medical advice.

We may remove or restrict content that breaches these rules.

10. Enforcement of acceptable-use rules

If we reasonably believe that you have breached this Notice, our Terms & Conditions, another Apoteca policy or applicable law, we may take action to protect Apoteca, customers, partners and the Platform.

Depending on the situation, we may:

  • warn you;
  • refuse, cancel or delay an order;
  • require additional verification;
  • restrict payment methods;
  • restrict cash-on-delivery;
  • reverse promotions, loyalty points, store credit or gift-card benefits;
  • refuse or investigate a return or refund;
  • remove content;
  • suspend or close your account;
  • block or restrict access to the Platform;
  • report suspected fraud, abuse or unlawful activity to payment providers, courier partners, service providers, legal advisers or authorities;
  • take legal action where appropriate.

We may use technical and organizational measures to detect and prevent abuse, including rate limits, bot protection, fraud checks, account checks, payment-risk checks, order-risk checks, device or session signals and tools such as Cloudflare Turnstile or similar services.

We are not required to give prior notice before taking action where immediate action is needed to protect users, Apoteca, the Platform, payment systems, couriers, suppliers or legal rights.

Part B — AI Assistant Notice

11. What the AI assistant is for

Apoteca may provide an AI shopping assistant to help with general shopping support.

The AI assistant may help you:

  • search the product catalogue;
  • discover product categories;
  • compare general product features;
  • understand general ingredient information;
  • find products based on non-medical preferences;
  • reorder or navigate products;
  • understand general wellness-product information;
  • receive answers in Albanian, English or another supported language.

The AI assistant is intended to support shopping and product discovery. It is not intended to provide medical, pharmaceutical, diagnostic, emergency or professional advice.

12. What the AI assistant is not allowed to do

The AI assistant is not a doctor, pharmacist, medical device, diagnostic tool, emergency service, treatment tool or substitute for professional advice.

You must not use the AI assistant for:

  • medical emergencies;
  • diagnosis;
  • symptom interpretation;
  • treatment decisions;
  • medication decisions;
  • dosage decisions beyond the product label;
  • disease management;
  • deciding whether to start, stop or change medication;
  • deciding whether a product is safe for pregnancy, breastfeeding, children or a medical condition;
  • interpreting medical tests;
  • replacing consultation with a doctor, pharmacist or qualified professional;
  • linking specific symptoms to specific products as treatment;
  • requesting claims that a product treats, cures, prevents or heals a disease.

If your question appears to involve symptoms, illness, diagnosis, treatment, medication, pregnancy, breastfeeding, children, chronic conditions, allergies, interactions, urgent concerns or product safety for your personal medical situation, the AI assistant may direct you to consult a doctor or pharmacist instead of recommending a product.

13. Product labels come first

AI responses, product descriptions, search results and recommendations are for general information only.

Before buying or using any product, you should read the product label, packaging, leaflet, warnings, ingredients list, usage instructions and expiry date.

The information supplied with the product is the primary source for safe use.

If there is any difference between the AI assistant’s response and the product label or manufacturer instructions, the product label and manufacturer instructions should be followed.

14. AI accuracy and limitations

The AI assistant may produce information that is:

  • incomplete;
  • incorrect;
  • outdated;
  • misunderstood;
  • unsuitable for your circumstances;
  • based on imperfect product data;
  • affected by translation issues;
  • affected by missing context;
  • not updated with the latest label, stock, formulation, price or availability changes.

We do not guarantee that AI responses will always be accurate, complete, current, safe or suitable for you.

You are responsible for checking important information before relying on it, especially where the information may affect health, safety, product suitability, purchase decisions or product use.

15. Health and nutrition claims in AI responses

The AI assistant is designed to avoid medical advice, diagnosis, treatment claims, disease claims and unsafe product recommendations.

Where health or nutrition claims are provided, the assistant should limit them to wording that Apoteca considers permitted, authorized or otherwise appropriate under applicable product-claim standards.

The AI assistant should not claim that a product:

  • treats a disease;
  • cures a disease;
  • prevents a disease;
  • heals a disease;
  • fixes a medical condition;
  • replaces medication;
  • replaces professional medical treatment;
  • guarantees a health result.

If you receive an AI response that appears to make a medical claim, unsafe recommendation or incorrect statement, do not rely on it. Please contact us at [email protected] so we can review it.

16. Do not submit sensitive medical information

You should not enter sensitive medical information into the AI assistant.

This includes:

  • health records;
  • diagnoses;
  • medical history;
  • medication lists;
  • test results;
  • photos of medical documents;
  • details about serious symptoms;
  • information about children’s health;
  • pregnancy-related medical details;
  • mental-health information;
  • genetic or biometric information;
  • other special-category personal data.

The AI assistant is not a confidential medical channel.

If you choose to submit sensitive information, you do so at your own risk and it may be processed as described in our Privacy Policy.

We may review, restrict, delete or refuse to process AI conversations where they contain unnecessary sensitive information, unsafe requests, suspected abuse, medical-emergency content or content that breaches our policies.

17. How AI conversations are handled

When you use the AI assistant, your messages, prompts and related context may be sent to our AI provider, including OpenAI, to generate a response.

We may process and store AI conversations for purposes such as:

  • providing the assistant;
  • improving product search and service quality;
  • applying safety and health-claim guardrails;
  • detecting misuse or unsafe requests;
  • reviewing flagged conversations;
  • auditing and compliance;
  • handling complaints or disputes;
  • protecting Apoteca’s legal rights.

Where you are signed in, AI conversations may be linked to your account.

AI conversations are normally deleted after 90 days, unless longer retention is necessary for security, abuse prevention, legal compliance, complaint handling, dispute resolution, product-safety issues or protection of our rights.

Flagged AI conversations may be reviewed by authorized human reviewers for safety, quality, compliance, abuse prevention or dispute handling.

More information about personal-data processing is provided in our Privacy Policy.

18. AI guardrails and moderation

We may use guardrails, moderation tools, filters, rules, system instructions, prompt checks, response checks, abuse detection, health-claim controls and human review to reduce unsafe or inappropriate AI outputs.

These controls may be used to:

  • block medical advice;
  • avoid disease or treatment claims;
  • prevent unsafe dosage advice;
  • prevent prescription-medicine advice;
  • route symptom-related questions to professional consultation;
  • detect prompt injection or attempts to bypass safety rules;
  • detect abuse, spam or scraping;
  • protect users and Apoteca.

Guardrails may not work perfectly. They may block legitimate requests or fail to block problematic responses.

You must not attempt to bypass, disable, manipulate or test AI safety controls in a way that could harm Apoteca, users, systems or compliance.

19. Prohibited AI uses

You must not use the AI assistant to:

  • obtain medical advice, diagnosis or treatment;
  • generate unlawful health, disease, cure or treatment claims;
  • create misleading product claims or marketing materials;
  • request unsafe dosage, product combinations or medication advice;
  • submit sensitive health records or confidential medical information;
  • scrape or extract product catalogue data at scale;
  • reverse-engineer the AI assistant, prompts, guardrails or system instructions;
  • bypass safety filters or moderation;
  • generate spam, scams, fake reviews or misleading content;
  • abuse promotions, loyalty features, checkout or customer support;
  • attempt to access data, systems or information not intended for you;
  • upload or transmit malware, harmful code or unlawful content.

20. AI output and your responsibility

AI output is provided for general shopping support only.

You should not copy, publish or use AI output in a way that is unlawful, misleading, unsafe, defamatory, infringing, medically risky or in breach of Apoteca’s policies.

If you use AI output outside the Platform, you are responsible for checking whether that use is lawful, accurate, appropriate and safe.

Apoteca may restrict access to the AI assistant where we reasonably suspect misuse, unsafe prompts, prompt injection, scraping, fraud, abuse, medical-risk behavior or breach of this Notice.

21. Availability of the AI assistant

The AI assistant may be changed, limited, suspended or removed at any time.

We do not guarantee that the AI assistant will always be available, error-free, uninterrupted, accurate or suitable for your request.

We may limit usage, apply rate limits, restrict certain topics, block certain prompts, disable features, change providers or update guardrails where needed for safety, compliance, service quality, cost control or operational reasons.

22. Changes to this Notice

We may update this Notice from time to time to reflect changes in our Platform, AI assistant, safety controls, legal obligations, providers, abuse-prevention practices or business operations.

The latest version will be published on the Platform with the “Last updated” date.

Where required by law or where changes are material, we may provide additional notice.

23. Contact

For questions about this Notice, acceptable use or the AI assistant, contact:

Apoteca.al
NIPT / NUIS: M61829018H
Email: [email protected]
Phone: +355 69 470 2775