Short answer
At checkout we place a hold on your card, not a charge. Your card is charged when the licensed professional approves your evaluation. If you don't qualify, you won't be charged. In California and Arkansas (for an emotional support dog), and in Louisiana and Montana, where state law requires a 30-day relationship first, support explains the steps and when your card is charged before anything happens. Iowa has its own letter rules; contact support first.
A hold at checkout, not a charge
When you check out, we ask your card issuer to hold the amount. Your bank may show it as a pending transaction, but no money has moved yet.
The charge happens on approval
Your card is charged when the licensed professional approves your evaluation. Your signed letter is in your dashboard at the same moment, and we email you.
If you don't qualify
If you don't qualify, you won't be charged. What you can do if your evaluation is declined.
California, Arkansas, Louisiana, Montana and Iowa
In California and Arkansas (for an emotional support dog), and in Louisiana and Montana, state law requires a relationship of at least 30 days with the professional first. Iowa has its own letter rules. Contact support first: our team explains the steps, and when your card is charged, before anything happens. See ESA laws by state.
Questions about a charge?
Email [email protected] from your account email, and we'll look it up.
