Medfinder Refund Policy

Overview

At Medfinder, we strive to ensure the satisfaction of every patient we work with. Though it is uncommon, there are certain cases in which we are unable to locate medications for patients. In these cases, we are happy to provide a full refund for the specific search in question, provided it is deemed an unsuccessful search.

We search for your medication for up to 3 active search days. If we are unable to locate it in that time, your search is considered unsuccessful and you become eligible for a full refund. The sections below explain how full refunds, partial refunds, account credits, and search restarts work in each situation.

Refunds are not automatic. They must be requested by you. We do not proactively notify you of refund eligibility. To request a refund or reach our team, email support@medfinder.com or call or text (617) 631-8894.

What counts as an active search day: An active search day is a day we actively search for your medication. We search Monday through Saturday. Sundays and US federal holidays are not active search days, because we do not call pharmacies on those days. If your search begins after 6:00 PM your local time, the first active search day is the next day. Your full-refund eligibility is reached at 6:00 PM your local time on the third active search day.

How Our Search Works

When you purchase a search, our AI system begins by calling pharmacies to find your medication in stock. If it is unable to locate one, our human calling agents continue the search.

Every result we send you is based on a pharmacist's confirmation. Our AI or a calling agent speaks with a pharmacy, and a pharmacist confirms your medication is in stock before we notify you.

Successful Search Eligibility

A search is deemed successful when we have located and confirmed a pharmacy reporting your medication in stock and have notified you of that pharmacy.

A search is considered successful when:

1. The search was started by you and purchased on our online portal.
2. Our AI or human calling agents contacted a pharmacy and a pharmacist confirmed your medication was in stock.
3. We notified you of the confirmed pharmacy.

Once we have provided you with a confirmed in-stock pharmacy, the search is considered successful and is not eligible for a refund.

If the pharmacy is unable to fill your prescription after we have confirmed it, for example the pharmacy provided incorrect stock information or the medication is no longer available by the time you arrive, you may be eligible for a search restart rather than a refund, provided you contact us within 48 hours of us notifying you of a pharmacy in stock. See Search Restart Eligibility below.

Once we have sent you the confirmed pharmacy details, if we do not hear from you reporting an issue within 48 hours, the search is considered successful. As with all searches, exceptions may be handled on a case-by-case basis.

Full Refund Eligibility

A search must first be deemed unsuccessful to be eligible for a full refund.

An unsuccessful search eligible for a full refund is defined as all of the following:

1. The search was started by you and purchased on our online portal.
2. Our AI system completed its automated search and no in-stock pharmacies were located.
3. Our human calling agents were unable to locate your medication within 3 active search days (as defined in the Overview).

A search is deemed unsuccessful at 6:00 PM your local time on the third active search day if your medication has not been located, regardless of whether we continue searching afterward. This is the moment your full-refund eligibility begins, and the date from which your refund request window is counted.

Examples:

Continuing a Search and the Refund Clock

The refund timeline runs on a single clock. We search Monday through Saturday; Sundays and US federal holidays do not count.

At the end of the third search day, the choice is yours: request your full refund, or ask us to continue searching, up to the 10-day total limit.

Continuing past the third search day forfeits your refund eligibility, but only if you ask us to continue. If you do not contact us at that point, your refund eligibility remains available, subject to the refund request window below. You forfeit the refund only when you actively ask us to continue past the third search day. When you do, we will keep searching, contacting as many pharmacies as it takes, until we either locate your medication or reach the 10-day total search limit.

Because refunds are requested by you, the day count that applies is measured at the time of your request. If you request at the end of the third search day, you are refund-eligible. If you have asked us to continue searching past that point and request later, you are past the refund window.

Partial Refund Eligibility

If a search has been started and is still within the 3 active search day window, meaning we have not yet sent you a confirmed pharmacy and the search has not yet been deemed unsuccessful, you are eligible for a partial refund of 50% of the individual search price. Taking a partial refund closes that search: you will no longer be eligible for human calling agent searching or any search restarts on it.

With our success rate at 99%, we strongly recommend allowing the search to complete before requesting a refund.

How partial refunds are calculated: Partial refunds are based on the price of the individual search, not the total amount paid for a bundle.

Example: If you purchase 6 searches for $180, each search is valued at $30. A partial refund for that search is $15. Any unused search credits remain on your account and are not included in a partial refund unless you specifically request to refund them (see Account Credit Eligibility).

If you find your medication before we do: If you locate your medication on your own within the 3 active search day window, before we have notified you of a completed search, you are eligible for either a credit for that search or a 50% refund of the individual search price.

Example: If you purchase six searches on a Monday and find the prescription yourself the same day, before we notify you of a result, you may take either a credit for that search (keeping all six searches to use anytime) or a 50% refund of that search's individual price.

Search Restart Eligibility

In certain cases, you may be eligible for a search restart if we run into issues locating your medication. You may be eligible for a restart if:

1. The pharmacy provided us with incorrect information, and you contacted us within 48 hours of us notifying you of a pharmacy in stock to let us know it was not in stock.
2. You were notified that your medication was found, but by the time you arrived at the pharmacy it was out of stock, provided you visited the pharmacy and contacted us within 48 hours of us notifying you of a pharmacy in stock.

If more than 48 hours pass between us notifying you of a pharmacy in stock and you notifying us, you are not immediately eligible for a search restart.

When a search is restarted, the 3 active search day window and the 10-day total search period both reset from the restart date. The restarted search is treated as a fully fresh search.

From time to time, our support team may provide a search restart that falls outside these cases. These are situational and evaluated individually, and are not guaranteed.

Account Credit Eligibility

In any case where you are eligible for a full or partial refund, we are happy to provide an account credit for a future search instead, regardless of whether the search has been deemed unsuccessful.

Credit terms:

• Account credits do not expire and may be used at any time.
• Credits are tied to your account and are non-transferable.
• Each credit covers one search, regardless of any future change in search pricing.

Refunding unused credits: Unused search credits remain refund-eligible indefinitely, but are refundable at 50% of the per-search price each. Full refunds apply only to searches that have been deemed unsuccessful.

Refunds on Multi-Search Purchases

If you purchase multiple searches and have an unsuccessful search, only the value of that individual search is refunded.

Example, one unsuccessful search: If you purchase 3 searches for $120 ($40 each) and your first search is deemed unsuccessful, you are eligible for a refund of that search's value ($40). Your account retains two search credits after the refund is processed.

If you request a partial refund on a single search while it is still within the 3 active search day window, the partial applies to that search only (50% of its individual price). Your other search credits remain on your account.

Example, partial on one search: If you purchase 6 searches for $180 ($30 each) and request a partial refund on one search while it is still within the 3 active search day window, that search is refunded at 50% of its individual price ($15). Your other five search credits remain on your account.

Example, refunding remaining credits too: If you purchase 3 searches for $120 ($40 each) and your first search is deemed unsuccessful, that search is refunded in full ($40). If you also wish to refund your two unused searches rather than keep them as credits, those are refunded at 50% each ($20 × 2 = $40), for a total refund of $80, leaving no credits on your account.

Refund Request Window

Refund requests must be submitted within 14 calendar days of the date your search is resolved. A search is resolved on the date we provided a confirmed in-stock pharmacy (a successful search) or the date the search was deemed unsuccessful (the end of the third active search day).

For an unsuccessful search, refund requests must be submitted within 14 calendar days of the date the search was deemed unsuccessful.

For a successful search, where we provided a confirmed in-stock pharmacy, refund requests must be submitted within 14 calendar days of that result.

Data Handling and Privacy

We take the privacy and security of your information seriously. Medfinder maintains safe data-handling practices to protect the personal and medication information you share with us, and we use it only to locate your medication and support your search. For full details on how we collect, use, and protect your information, please see our Privacy Policy.

General Terms

• Discretionary refunds. From time to time we may issue a refund, credit, or restart that falls outside the cases described above. These are situational, decided case by case, and do not set a precedent or guarantee the same outcome for any future search.
• Fraud and abuse. We reserve the right to decline, limit, or reverse refunds and credits where we reasonably suspect fraud, abuse, or misuse of this policy, or a violation of our Terms of Service.
• Chargebacks. If you believe you are owed a refund, please contact us first so we can resolve it directly. Initiating a chargeback or payment dispute before contacting us may delay resolution, and we reserve the right to contest disputes that fall outside this policy.
• Payment and currency. All prices and refunds are in U.S. dollars, and refunds are issued to your original payment method.
• Changes to this policy. We may update this policy from time to time. The version in effect on the date of your purchase governs that purchase.
• Relationship to our Terms. This Refund Policy is part of and governed by our Terms of Service. Where this policy is silent, our Terms of Service apply.

Frequently Asked Questions