Refund & Search Policy

Version 2026-09-13, effective September 13, 2026. This is the version currently in effect — read it at /refund-policy.

Overview

We work to find every patient’s medication, and occasionally we can’t. We search for up to 3 active search days. If we are unable to locate your medication in that time, your search is considered unsuccessful and you become eligible for a full refund of your $30.

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 sasha@findurmeds.com.

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 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 calling system begins by calling pharmacies to find your medication in stock. If it is unable to locate one, our human callers continue the search.

Every result we send you is based on a pharmacy’s confirmation: we speak with the pharmacy and they confirm your medication is in stock before we notify you. We search chain and independent pharmacies you can travel to, and pharmacies that ship or deliver to your address.

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 findurmeds.com;
  2. our AI or human callers contacted a pharmacy and the pharmacy confirmed your medication was in stock; and
  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 new search rather than a refund, provided you contact us within 48 hours of us notifying you of a pharmacy in stock.

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.

Full refund eligibility

A search must first be deemed unsuccessful to be eligible for a full refund. An unsuccessful search is one where:

  1. The search was started by you and purchased on findurmeds.com;
  2. our AI system completed its automated search and no in-stock pharmacies were located; and
  3. our human callers were unable to locate your medication within 3 active search days.

A search is deemed unsuccessful at 6:00 PM your local time on the third active search day. At that point we stop calling. Request a refund and we return the full $30 to your original payment method.

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 search price, or a full-value credit toward a future search.

Taking a partial refund closes that search: we stop calling, and it is no longer eligible for human caller searching or for a new search.

New search eligibility

In certain cases you may be eligible for a new search at no charge if we run into issues locating your medication. You may be eligible if:

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 new search.

When a search is restarted, the 3 active search day window resets from the restart date. The restarted search is treated as a fully fresh search.

From time to time we may provide a new search that falls outside these cases. These are situational, evaluated individually, and are not guaranteed. If something else went wrong, contact us and we will look at it.

Scheduled searches

You choose when your search starts. If you tell us the date your current supply runs out, we hold your search and begin calling shortly before then, so that the stock information we give you is still current when you need it. You will receive an email confirming the date we will start calling, and explaining that you will not hear from us before then.

Choosing that date is your responsibility. If you set it incorrectly, tell us and we will gladly move it. A search running on the schedule you chose is not a delayed search and is not a failed one.

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. Credits do not expire, are tied to your account and are non-transferable, and each credit covers one search regardless of any future change in search pricing. Unused credits are refundable at 50% of the per-search price.

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, or the date the search was deemed unsuccessful. We aim to answer refund requests within one business day.

Data handling and privacy

We take the privacy and security of your information seriously, and we use it only to locate your medication and support your search. For full details, see our Privacy Policy.

General terms

Discretionary refunds. From time to time we may issue a refund, credit or new search 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 & Search Policy is part of and governed by our Terms of Service. Where this policy is silent, our Terms of Service apply.

Common questions

What exactly am I paying for?

A search. Our AI calls pharmacies to find your medication in stock, and our team keeps going if it can’t. Calling starts within minutes of your order.

How do I request a refund?

Refunds are not automatic — you have to ask. email sasha@findurmeds.com, and we aim to answer within one business day.

When is my search eligible for a full refund?

Once it’s deemed unsuccessful — meaning our AI found no in-stock pharmacy and our team couldn’t locate your medication within 3 active search days. We search Monday through Saturday; Sundays and US federal holidays don’t count, since we don’t call pharmacies then. If your search starts after 6:00 PM your time, the count begins the next day.

What is a successful search?

A search is successful once we’ve contacted a pharmacy, they’ve confirmed your medication is in stock, and we’ve told you which pharmacy. A successful search isn’t eligible for a refund.

Can I get a partial refund?

Yes. If you ask while your search is still running — before we’ve sent you a pharmacy and before it’s been deemed unsuccessful — you can take 50% of the search price back, or a full-value credit. We’ve already spent money calling on your behalf, which is what the other half covers. Taking it closes the search, so we stop calling and you’re no longer eligible for a new search on it.

I got a pharmacy, but it didn’t have my medication when I arrived.

That’s handled as a new search, not a refund. Contact us within 48 hoursof us sending you the pharmacy and we’ll search again at no charge. After48 hours you’re not immediately eligible, though we look at these case by case.

What’s the difference between a refund and a new search?

A refund returns your money for an unsuccessful search. A new search means we go back out and look again — used when we found a pharmacy but it didn’t work out. Once we’ve confirmed a pharmacy, your recourse is another search, not a refund.

You sent me a pharmacy in another state. Is that allowed?

Yes. Mail-order and delivery pharmacies hold licences in the states they ship to — that is what a non-resident pharmacy licence is for, and it is how mail-order has always worked, including for controlled substances. There is no federal rule against a pharmacy filling a prescription written by a prescriber in another state. What matters is that the pharmacy is licensed to dispense where you are and your prescriber is licensed where they practise. If a pharmacy we send you turns out not to be able to fill for you, tell us within 48 hours and we’ll search again at no charge.

Why did you send me that pharmacy and not the closest one?

We send you the first pharmacy that confirms your medication is actually in stock, which during a shortage is often not the nearest one. We also search pharmacies that ship or deliver to your address, because they frequently have stock when every local pharmacy is out. If the one we found doesn’t work for you, tell us within 48 hours and we’ll search again at no charge.

Do you find me the cheapest price?

Where we have pricing for your area, we compare what pharmacies charge and show you the cheaper options, including cash and discount-card prices. Prices and savings vary, are available only at participating pharmacies, and are subject to change — what we send you is the price at the time we called.

They take my insurance but told me to pay cash. What?

This happens, and it isn’t the pharmacy being difficult. Insurers pay pharmacies a set rate per medication. When that rate is below what the pharmacy paid for the drug, they lose money filling it, so some decline to run it through insurance and quote the cash price instead. They do take your plan; the plan just doesn’t pay them enough on this particular drug, and the next pharmacy is usually looking at the same rate. Where we find this we tell you in your results, with the cash price.

Is there a deadline to request a refund?

Yes — 14 calendar days from the date your search is resolved, whether that’s the date we sent you a pharmacy or the date the search was deemed unsuccessful.

Can I take credit instead?

Yes, wherever you’re eligible for a refund. Credits never expire, are tied to your account, and each covers one search whatever we charge in future.

How do I reach a person?

email sasha@findurmeds.com. Please come to us before your bank — we can almost always sort it out faster than a dispute can.