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, providing it is deemed an unsuccessful search. For further elaboration on our refund policy, please refer to the information below.
Searches must first be deemed unsuccessful to provide a full refund of the search.
An Unsuccessful search that is eligible for a refund is defined as the following:
1. The search was started by you and purchased on our online portal.
2. The AI system completed it's automated search and no in stock pharmacies were located.
3. Our customer support agents were unable to locate your medication within 3 business days (Monday-Friday) since the search was initiated.
For example, if you initiate a search on Monday, our AI system was unable to locate your medications, and our team of agents has searched for your medications and did not locate them by the close of business on Thursday, you will be eligible for a full refund of that search.
In cases in which a search has not yet been deemed unsuccessful but has already been started, we are happy to provide a partial refund of 50% of the price paid for the search.
With our success rate being 99%, we strongly recommend allowing the search process to be completed before requesting a refund.
If you request a refund prior to the search being completed, we will stop all progress on your search. If you request the refund while our AI search is still in progress, we may still locate the medications for you, but you will not be eligible for any search restarts or searches by our team of human agents.
For example:
a. If you purchased a single search for $50 on Monday at 9:00 AM, and request a refund at 9:05 AM, we will only be able to provide a refund of $25 for your search.
b. If you purchased a single search for $50 on Monday at 9:00 AM, our AI system is unable to locate your medications, our customer support agents are searching for your medications, and you request a refund on Tuesday at 9:00 AM, we will only be able to provide a refund of $25 for your search.
In any case that you are eligible for a full or partial refund, we are happy to provide you with an account credit for a future search instead, regardless of whether the search has been deemed unsuccessful or not.
If a search has been deemed unsuccessful, this does not mean that we will stop searching. If you would like us to continue, we will do so for up to an additional 7 days.
However, if you would like us to continue the search after it has met the criteria for an unsuccessful search, you will no longer be eligible for a refund.
Our customer support team will search for your medication for up to 10 business days in total. If after 10 business days of searching we are unable to locate the medication, we will not be able to provide a refund for your search.
If you have purchased multiple searches and have an unsuccessful search, only the value of that individual search will be refunded.
For example, if you purchase 3 searches, and your first search is deemed unsuccessful, you are eligible for a refund of 1/3 of the total purchased amount. Your account will have two remaining search credits after the refund is processed.
If you have purchased multiple searches and request a refund prior to a search being deemed unsuccessful, you will be eligible for a refund of 50% of the total purchased amount, but will have no remaining searches on your account.
In certain cases, you may be eligible for a search restart if we run into issues locating your medications. The two cases in which you may be eligible for a restart are as follows:
1. If the Pharmacy provided us with incorrect information and you contacted us within 48 hours of us locating the medication to let us know that the pharmacy was not in stock.
2. If you are notified that your medications have been found, and by the time you arrive at the pharmacy, the medications are out of stock, providing that you visited the pharmacy and contacted us within 48 hours of your medications being located.
If the time between us locating your medications and you contacting us to let us know that the pharmacy is out of stock is greater than 48 hours, you are not immediately eligible for a search restart.
From time to time, our support team may make a decision to provide a search restart that does not fall within these cases. These are situational instances, and are evaluated on a case by case basis by our support team.
Refunds are not processed automatically and must be requested by you.
If you find your medications before we do, we are happy to issue you a credit for that search or provide a 50% refund, but we do not provide full refunds in these cases, unless our search was already deemed unsuccessful.
For example, if you purchase six searches on a Monday, and you locate the script on your own the same day before we notify you of a completed search, you are eligible for either of the following options.
1. A credit to your account for the incomplete search. In the outlined scenario, if you choose this option you will have six remaining searches that you can use at any time.
2. A 50% refund of the total amount paid (excluding any already utilized successful searches). In the outlined scenario, if you choose this option you will not have any remaining search credits on your account.
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