Refund Policy

Refund Policy

Our refund and cancellation policy ensures efficient allocation of support from our team of licensed mental health professionals, while protecting you the client/customer/end-user.

• Once signed, your order is non-refundable, unless you meet the following two reasons:
• (1) if you don't qualify, you won't be charged; or
• (2) A signed housing letter is refundable if your landlord denies your request in writing and you send us the written denial and your landlord's contact information within 30 days of your letter's date.

An ESA letter is not a guarantee. Some housing is exempt from fair housing rules, and since HUD's 2025–2026 changes some landlords may deny an emotional support animal or charge pet fees for one. Please check your housing's rules before you buy.

ESA travel letters: once signed, a travel letter is non-refundable, including if an airline does not accept it. Each airline sets its own ESA policy, and U.S. airlines may treat ESAs as pets, so please check with your airline before you buy.

Physical items we ship to you (printed Hard Copies and the ESA ID Card) are covered by our Return Policy.