Refund and Cancellation Policy

PharmacyIQ charges clinics, never patients. On the standard setup each order is one charge: the medications at your clinic’s catalog price plus one fixed PharmacyIQ platform fee, both shown before you place the order. Orders are filled by licensed pharmacies in our pharmacy network. Some accounts pay only the platform fee to PharmacyIQ (per order or on a statement), and a few older accounts have a flat monthly plan. Your Billing page shows which applies to you. See our Terms of Service for the details.

• A draft order is never charged.
• An order is charged a few minutes after you place it, not at the moment you click. If you cancel it in that window, it is never charged at all, so there is nothing to refund.
• Cancelled and rejected orders never carry a platform fee.

We refund, in full or in part, when:

• the pharmacy rejects or cannot fill the order;
• the order is cancelled before the pharmacy has started to compound or dispense it;
• you were charged twice for the same order (a duplicate charge);
• a shipment is lost, or arrives damaged, and is not replaced; or
• we charged you in error.

A refund may give back the medication amount, the platform fee or both, depending on what happened. For example, if the pharmacy never filled the order, the medication amount comes back. We may also issue a goodwill credit at our discretion.

Compounded medication is prepared for a specific patient or order. Once a pharmacy has started to compound or has dispensed an order, it generally cannot be cancelled, returned or re-dispensed under pharmacy law, so it is not refundable except for the reasons in section 3. Platform fees for orders that were filled are not refundable. Fees and invoices already due before you cancel or close an account remain due.

Refunds go back to the card or bank account that was charged, through our payment processor. Your bank decides how long the money takes to appear: card refunds usually show within 5 to 10 business days, and bank (ACH) refunds can take a little longer.

A flat monthly plan renews automatically every month until you cancel. The monthly amount, when it is charged and the payment method are shown on your Billing page before each charge.

• To cancel: a clinic owner opens Billing and selects “Cancel plan”, then confirms. It is done online, straight away. You do not need to email or call anyone.
• Cancelling closes the clinic account, and the plan ends the same day: no further monthly fee is charged. Orders already placed remain billable and invoices already issued remain due.
• Per-order accounts have no subscription and nothing renews. A clinic owner can still close the account at any time in Settings → Security.

• Autoship refills repeat only on the schedule you set. Pause or end any schedule at any time under Orders → Autoship; no further refills are created or charged.
• Auto-pay can be turned off at any time in Billing.
• Closing the clinic account turns off auto-pay and ends every autoship schedule immediately.

If a charge looks wrong, email hello@pharmacyiq.co with the order or statement number and we will look into it. Please contact us before disputing a charge with your bank, as it is usually faster to fix it directly. What we keep after an account is closed is explained in our Privacy Policy.