Patients are responsible for telling Healthaide where their treatment needs to go. Once a prescription ships, it cannot be returned, restocked, or refunded.
If a patient adds a new address but does not select it when they submit their request for care or a refill, Healthaide usually cannot fix it after the pharmacy sends the order out. Healthaide will try to catch a mistake ahead of time, but if it cannot, the patient is responsible for making sure the correct address is on the order.
Who handles what:
- If the issue is with the Healthaide platform, the pharmacy, or the carrier, Healthaide takes care of the shipment issue.
- If the issue is that the patient entered the wrong information or selected the wrong address, Healthaide cannot accommodate a refund.
- If a patient asks Healthaide to expedite delivery or change the delivery address after they have already been approved, Healthaide will try to accommodate the request but cannot guarantee it, and will not refund the order if the medication does not arrive on time.
What to tell your patients: confirm the shipping address at checkout before every order and every refill, not just the first one. The platform makes this a quick step. The primary address is pre-selected, and the patient can pick another saved address for a single order or update their primary address in Settings > Addresses.
