Refund Policy
At Needle, we strive to provide the best possible service to our customers. We understand that finding medications can be critical to your health and wellbeing, which is why we're committed to transparency in our refund policies. Please review our comprehensive refund policy below.
Our Commitment
We're dedicated to helping you find your medications when you need them most. If our service doesn't meet your expectations, we want to make it right. Our refund policy is designed to be fair while ensuring we can continue to provide this valuable service to our community.
Invalid or Out-of-Stock Pharmacies
When a pharmacy is listed as having medications in stock but is found to be invalid or out of stock upon your visit, we take the matter seriously. Here's how we handle these situations:
Pharmacy at Fault
If our investigation determines that the pharmacy provided incorrect information or failed to update their inventory status:
- No refund will be issued for the order
- We will document the incident for future reference
- We'll work with the pharmacy to improve accuracy
Needle at Fault
If our investigation determines that Needle's system or staff provided incorrect information:
- A full refund will be issued for the entire order amount
- An additional service credit will be provided
- We'll take immediate steps to correct our systems
Important: All calls and transcripts are reviewed during our investigation process to determine where the fault lies. This thorough review ensures fair and accurate resolution of refund requests.
Search Start Policy
Once a medication Search has been initiated in our system, our team begins working immediately to locate your medication. Due to the immediate allocation of resources:
- We do not offer refunds after a Search has been started
- If you need to cancel before your Search begins, please contact us immediately
- This policy does not apply to our Unlimited membership plan, which has its own refund terms
Unlimited Membership Refund Policy
Our Unlimited membership plan offers enhanced benefits and is subject to the following specific refund conditions:
Multiple Medication Searches
While members may search for multiple medications on their profile, Needle's in-stock guarantee applies to only one medication per month. For example:
If you search for three medications within a month and one search succeeds while two fail, no refund will be granted as our guarantee was fulfilled for that month.
Refund Eligibility Period
Refunds are only granted for the month in which a search failure occurs:
- For monthly plans: The current month's fee may be eligible for refund
- For annual plans: Only the prorated amount for the current month is eligible for refund, not the entire annual fee
Required Waiting Period
A refund becomes eligible only after our team has had sufficient time to conduct a thorough search:
- At least 5 business days (Monday-Friday) must pass from the Search 'Start Date'
- Weekends and holidays are not counted in this waiting period
Example: If a patient starts a Search on Friday, a refund will be eligible the following Friday if no medication has been located.
In-Stock Notification and Retrieval
Once you receive an in-stock notification:
- You must make best efforts to fulfill your prescription in a timely manner
- If an unreasonable time passes between notification and attempted retrieval, and the medication becomes unavailable, Needle may decline to issue a refund
- 'Unreasonable time' is defined as no less than 24 hours, but final determination is at the discretion of the Needle team based on circumstances
How to Request a Refund
If you believe you're eligible for a refund based on the policies outlined above, please follow these steps:
- Log in to your Needle account
- Navigate to "Order History" in your account dashboard
- Select the specific search or order for which you're requesting a refund
- Click the "Request Refund" button and complete the form with all relevant details
- Our customer service team will review your request within 2 business days
Alternatively, you can contact our customer support team directly at email@findneedle.co
Processing Time
Once a refund is approved:
- Credit card refunds typically appear in your account within 5-7 business days
- Bank transfers may take 7-10 business days to process
- Service credits are applied to your account immediately
Exceptional Circumstances
We understand that exceptional circumstances may arise. If you have a situation not covered by our standard refund policy, please contact our customer support team. We review these cases individually and strive to find fair solutions.
Changes to This Policy
We may update our refund policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.
Still Have Questions?
Our customer support team is here to help with any questions about our refund policy.