Medfinder Refund & Search Restart Policy
At Insito Health, we strive to ensure the satisfaction of every patient we work with. However, 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 refund for the specific search in question, providing it is deemed an unsuccessful search.
An Unsuccessful search that is eligible for a refund is defined as the following:
The search was started by you, the patient, through either signing up on the online portal, or through a message message to our support team.
At least 5 business days (Monday-Friday) since the indicated "Pick Up Date" has passed. For example, if a patient indicates a pickup date of Friday, a refund will be eligible the following Friday if no medication has been located. If no pick up date was indicated, the refund is eligible for after 5 business days since requesting the search to be started.
Other Refund Details:
Refunds are only eligible for Unsuccessful searches. If a search has not been started, the search is not eligible for a refund.
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 find your medications before we do, we are happy to issue you a credit for that search, but we do not provide refunds in these cases, unless our search was 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 a credit to your account for the incomplete search. This would mean that you have six remaining searches that you can use at any time.
Search Restart Eligibility
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:
If the Pharmacy provided us with incorrect information and you contacted us within 12 hours of us locating the medication to let us know that the pharmacy was not in stock.
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 12 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 12 hours, you are not 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.