First: Don't Panic

If you see a charge from GoodGuyRx on your bank or credit card statement and you're unsure why, take a breath. What you're likely seeing is a payment authorization. Not necessarily a final charge. Let us explain.

Important: All Sales Are Final. With One Exception

Once you complete checkout and a licensed provider approves your treatment, all fees and payments are non-refundable, non-cancellable, non-exchangeable, and non-creditable. This includes medication costs, membership fees, provider consultation fees, pharmacy fulfillment, and shipping.

The only exception: If a licensed provider reviews your intake and determines that treatment is not appropriate for you, you will not be charged. No prescription is issued, no medication is prepared, and no payment is collected. Any authorization hold on your card drops off within 5–10 business days.

For full details, see our Refund Policy.

What Is a Payment Authorization?

When you enter your payment information during checkout, your bank places a temporary authorization hold on your card. This hold:

Confirms your card is valid
Reserves the funds for your treatment
Does not finalize the charge until a provider approves your prescription

Think of it like a hotel hold at check-in. Funds are reserved, not yet charged.

The hold becomes a final, non-refundable charge the moment a provider approves your treatment and your prescription enters fulfillment.

When Does the Authorization Become a Real Charge?

Scenario	What Happens
You complete intake → Provider approves → Prescription enters fulfillment	✅ Authorization converts to final charge. all sales final
Provider reviews intake → Determines treatment is not appropriate	❌ No charge. Authorization reverses in 5–10 business days
You don't complete your intake	❌ No charge. Authorization reverses in 5–10 business days
Provider has follow-up questions (unanswered)	⏳ Authorization stays pending until you respond

I Completed Checkout. What Now?

Once you complete checkout, your intake enters the provider review queue. Your provider may not have reviewed your intake yet. This is normal. Providers work through a high volume of patients and typically respond within 48 business hours.

What to do: Log in to your Patient Portal and check your status:

Click Treatments (left sidebar on desktop, bottom menu on mobile)
Look under Active

What You See	What It Means
A treatment appears under Active	✅ You're approved. Your medication is being processed or has already shipped
Nothing listed under Active	⏳ Your provider may not have reviewed your intake yet. Or your visit may be incomplete (see below)

Important: Once a provider approves your treatment, all sales are final. Approval initiates a clinical and pharmacy workflow that cannot be reversed.

If You See an Active Treatment

You're approved and your medication is on the way.

Haven't received tracking yet? Once your prescription is approved, it goes to the independent state-licensed pharmacy for fulfillment. You'll receive tracking via email within 1–3 business days of approval. Check your spam or junk folder if you haven't seen it.

Already have tracking? Your medication is on the way. Standard delivery is 3–5 business days from shipment. Track your order using the link in your shipping confirmation email.

Check for Incomplete Visits or Provider Messages

If you don't see an active treatment, your intake may be incomplete or your provider may need additional information before they can move forward.

How to check:

Log in at my.goodguyrx.com
Look for notices or alerts on your dashboard
Click Treatments → check for visits marked Incomplete or Action Required
Click Chat → check for messages from your Doctor

Common Reasons for Incomplete Status

Issue	How to Fix
ID not uploaded	Upload a valid photo ID through the portal
Photo not submitted	Complete the required photo upload
Medical history incomplete	Answer all intake questions
Provider has questions	Respond in Chat with one single, detailed message
Additional documentation needed	Check notices for specific instructions

Important: If your provider has sent you a message, respond with one single, detailed message that includes everything they need. Sending multiple messages resets your position in the provider queue and delays your response.

I Started Checkout but Never Finished My Intake

If you entered payment information but didn't complete your intake. For example, you didn't upload your ID or finish the medical questionnaire. you were not charged.

The pending amount is a temporary authorization hold. No order was placed, no prescription was issued, and no medication was prepared. This hold will automatically fall off within 5–10 business days depending on your financial institution.

You don't need to contact us. Just leave the intake incomplete and the hold drops off on its own.

Want to finish? Log in at my.goodguyrx.com, find the incomplete visit, complete all remaining sections, and submit for provider review.

What If I Was Never Prescribed Medication?

If a licensed provider reviews your intake and determines treatment is not appropriate for you, you are not charged. No prescription is issued and no medication is prepared. Any authorization hold on your card drops off within 5–10 business days automatically.

Once a provider approves your prescription, however, all fees are final. Regardless of whether you've received or used the medication.

Still See a Pending Charge After 10 Business Days?

If more than 10 business days have passed, you have no active treatment in your portal, and the charge still appears as posted (not pending), contact us:

Log in at my.goodguyrx.com
Click Chat → Send message to: Support
Include:
- Your full name
- Email address on your account
- Last 4 digits of the card charged
- Date and amount of the charge
- Screenshot of the charge (if possible)

We'll investigate and resolve it promptly.

Quick Reference

Your Situation	What to Do
"I see a pending charge but didn't finish my intake"	No action needed. Authorization reverses in 5–10 business days
"I completed checkout but don't see an active treatment"	Your provider may not have reviewed your intake yet. Allow up to 48 business hours. Check Chat for provider messages
"I want to finish my intake and get my medication"	Log in → Complete all sections → Submit for review
"I see an active treatment but no tracking"	Tracking is coming within 1–3 business days of approval
"My provider has questions"	Log in → Chat → Respond to Doctor with one detailed message
"I was not approved by a provider"	No charge will be applied. Any authorization hold drops off in 5–10 business days
"I want to cancel or get a refund after being approved"	All sales are final once a provider approves your treatment
"Charge still showing after 10+ business days with no active treatment"	Contact Support through Chat with your details