Refund Policy

1. Full refund if you are not approved

You pay for your letter when you place your order. A state-licensed mental health professional then evaluates you and decides whether an emotional support animal or psychiatric service dog is clinically appropriate for you.

The clinician makes that call at their sole clinical discretion. Nobody at ESA Letter US can overrule it, and we never promise approval in advance, a service that guaranteed approval before an evaluation would be deciding the outcome before the clinician did. If the clinician does not approve you, the following applies:

• Full refund. We refund the letter fee, and any additional-animal fees, to your original payment method.
• You keep the write-up. Where the clinician is able to, they will tell you plainly why an ESA or PSD was not appropriate and what else may help.
• No re-billing. We do not place you on a subscription, and there is nothing to cancel. Every price on this site is a one-time fee.

Approval rates are high because most people who reach out are already living with a qualifying condition, but "high" is not "guaranteed", and we would rather say so here than surprise you later.

2. If a landlord questions your letter

A letter only helps if your housing provider accepts it, so we stay with you after it is issued. Our help does not depend on a refund, and a refund does not depend on the landlord.

What you do

1. Contact us as soon as the housing provider raises a question.
2. Send us the landlord's written response, the email, the portal message, the letter, or a photo of the notice. We need something in writing because a verbal "no" cannot be answered on the record.
3. Tell us the property type (apartment, condo, co-op, HOA-governed home, university housing) and who manages it.

What we do

• Our support team reviews the objection and tells you, honestly, whether it is one the Fair Housing Act answers.
• We supply clinician license verification on request. Landlords are entitled to confirm that the professional who signed your letter holds an active license in your state.
• The clinician who wrote your letter will respond to reasonable verification requests from the housing provider, and will re-issue a corrected letter at no cost if anything on it was wrong or incomplete.
• We send you a plain-English reasonable accommodation request you can forward, citing the Fair Housing Act (42 U.S.C. § 3604(f)(3)(B)) and the specific accommodation you are asking for.

3. What refunds do not cover

These limits are listed here rather than in small print, because a refund promise that quietly excludes the thing you needed is worse than no promise at all.

• Third-party decisions. Once a clinician has approved you and issued your letter, a refusal by a landlord, housing provider, hotel, short-term rental, airline, shop or other business is not grounds for a refund.
• Hotels, motels and short-term rentals. The Fair Housing Act does not reach transient lodging, so an ESA letter gives you no right to bring an animal into a hotel or a short-stay booking.
• Airlines, for ESA letters. Since the U.S. Department of Transportation rule change in January 2021, airlines have not been required to carry emotional support animals in the cabin. We say this on every page that sells the letter, and we will tell you again if you call.
• Public places and businesses. Emotional support animals have no public-access rights, so being turned away from a shop, restaurant, gym or office is not refundable.
• Housing the law exempts. Owner-occupied buildings with four units or fewer where the owner lives on site, and single-family homes rented without a broker, are generally exempt from the Fair Housing Act. Some private clubs and certain religious-organisation housing are exempt too. We check this with you before you buy whenever your situation looks like one of these.
• Denials for cause. A landlord may deny an accommodation, case by case, where the specific animal poses a direct threat to others' safety, would cause substantial physical damage to property, or where the request creates an undue financial or administrative burden.
• Misrepresentation. If the information in your assessment was not truthful, a condition you do not have, an animal you do not live with, a state you do not reside in, the letter is invalid and no refund is due. Misrepresenting an assistance animal is a criminal offence in a number of states.
• PSD public access where the dog is not task-trained. A PSD letter documents your disability-related need for a psychiatric service dog. Under the ADA, public access applies only to a dog individually trained to perform a task related to your disability, and training is your responsibility, not ours. If you are refused access because your dog is not task-trained, or because you did not file the DOT Service Animal Air Transportation Form before a flight, the letter did its job and no refund is due.
• Change of mind after delivery. Once the clinician has completed the evaluation and issued the PDF, the professional service has been performed. Buyer's remorse alone is not a refund reason, though see section 5, because we would still rather hear from you than lose you to a chargeback.
• Registries and certificates. We do not sell registrations, certificates, ID cards or vests, and we will not reimburse money you spent on them elsewhere. Those products carry no legal standing whatsoever; only a letter from a licensed mental health professional following a genuine evaluation counts.

4. Combo and renewal refunds

The ESA + PSD combo is $199 and covers both letters from a single evaluation, rather than $238 for the two bought separately.

• Neither letter approved: full refund of the $199.
• Only one letter approved: we refund the difference, so you pay only the single-letter price for the one you received, $99 for the ESA housing letter or $139 for the PSD letter.
• Renewals ($79): full refund if the clinician does not approve your renewal.
• Additional animals ($25 each): refunded if the letter they were added to is not approved, or if the clinician does not include that animal on your letter.

There are no subscriptions and no auto-renew on any product, so there is never a recurring charge to cancel. We will email you a reminder around the eleven-month mark because most landlords expect a letter dated within the last twelve months, that reminder is an invitation, not a bill.

5. How to request a refund

Refunds are handled by people, not a form that disappears into a queue. Reach us either way:

• Email support@esaletterus.orgPut your order reference number in the subject line.
• Call (832) 979-0181Seven days a week, 8am to 10pm ET. Have your order reference to hand and we can usually resolve it on the call.

Your order reference number is in your receipt email. If you cannot find it, the email address you used at checkout is enough for us to locate the order.

Timing. We acknowledge every refund request within one business day. Approved refunds are issued to the original payment method within 5 to 10 business days; your bank or card issuer may take a few days more to post it.

6. Chargebacks

If you file a chargeback with your bank before contacting us, the payment processor freezes the funds and we lose the ability to refund you directly, which usually makes the whole thing slower for you, not faster. One email or one phone call almost always settles it sooner.

• We respond to every chargeback with the evaluation record, the delivery timestamp and this policy, and we will contest a claim where a letter was properly issued and delivered.
• Where the claim is fair, we accept it immediately and close the case. We do not fight refunds we owe.
• An account with a chargeback may not be able to order again until the dispute is resolved; once it is, we will happily take your business back.
• If your card was used without your permission, do not wait, call us at (832) 979-0181 and file with your bank. We will cooperate fully.

7. Changes to this policy

The version of this policy in force on the day you paid is the version that governs your order. If we change it, we will update the date at the top of this page; we will not apply a narrower policy retroactively to a letter you have already bought.

This page sits alongside our terms of service and privacy policy. Where a clash appears between this policy and the terms on the subject of refunds, this policy wins.

8. Questions this page raises

ESA Letter US is not a law firm and does not provide legal advice. Nothing on this page creates an attorney–client relationship, and it is not a substitute for advice from a licensed attorney about your own tenancy. Statutory references are provided for orientation only.