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
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.
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.