ESA Pet Refund Policy
Thank you for choosing ESA Pet!
We hope you're completely satisfied with your ESA Pet experience. If you're not, please review our Return/Refund Policy below.
Returns
1. All sales are final. Once you've had a phone consultation with one of our licensed therapists and/or received approval, you are no longer eligible for a refund.
2. A Supplemental Documentation Fee, as outlined in the current Fee Schedule, applies to any additional documentation requests made after an initial purchase that includes registration for fewer than two (2) Emotional Support Animals (ESAs).
Refunds
You may be eligible for a refund in the following cases:
Denied ESA/PSD Request:
If your request is denied after your consultation with a licensed therapist, you are eligible for a partial refund based on the purchase amount.
No Contact Within Two Business Days:
If you are not contacted by an ESA Pet associate or licensed therapist within two business days (via phone or email) days after being assigned a therapist, you are eligible for a full refund.
Duplicate Charges:
If you notice a duplicate charge on your account, please reach out to us. Once confirmed, we will issue a full refund for the extra charge.
After Consultation:
If you request a refund after completing a consultation with one of our therapists, you qualify for a refund minus a $45 administrative fee.
Non-Refundable Situations
Approved Letters:
Once a therapist has completed the assessment and approved your request for a letter, the purchase becomes non-refundable.*
Unreachable Clients:
Once a therapist is assigned, they will attempt to contact you via phone, email, or SMS. If you are unreachable within 48 hours, you will receive a full refund minus a $45 administrative fee. All communication and call attempts will be documented.
To avoid delays:
- Ensure your contact information is accurate and up-to-date.
- Inform us if you require reasonable accommodations.
- Notify us promptly of any changes to your contact details.
Additional Forms and Services:
Refunds do not apply to additional forms or services.
How to Request a Refund
If you believe you qualify for a refund, please email our support team at hello@esapet.com. Include your first and last name and the reason for your request. Once submitted, you’ll receive a confirmation email with additional details, and we will respond within 24 hours.
*Our "Your Letter Works or Your Money Back!" Guarantee:
Refunds on approved letters are only issued with legitimate proof that the letter was not accepted.
Acceptable forms of proof include:
- Be sure to provide your most recent and accurate contact information.
- If any reasonable accommodation is required please notify us in order to extend the deadline or provide assistance.
- Notify us of any changes to your contact information immediately.