Refund policy

Reserving an evaluation is free. A charge happens only if the licensed therapist issues an ESA letter, and if the therapist concludes a letter isn't right for you, nothing is billed.

An ESA letter listing one or two animals costs $129, a letter for three or more animals costs $199, and a college housing letter costs $129. Because we don't sell subscriptions or memberships, there's nothing recurring for you to cancel.

Under California law, a clinical evaluation and a client relationship lasting 30 days or more must come before anyone issues documentation for an emotional support dog. Clients in California get a letter of intent on the day of their evaluation, followed by the ESA letter after a check-in close to day 30.

[to be completed: when payment is taken for California clients and how refunds apply if the follow-up does not result in an ESA letter.]

Think a charge should be returned to you? Write to support@esalettertherapist.com and include the details below.

• Your name, plus the email you used when booking
• When your evaluation took place and when the charge appeared
• Why you're asking for a refund

Each request is looked at on its own, and we answer by email. You'll get your money back if a charge was a mistake, if you were billed twice, or if you were billed even though no letter was issued.

What a housing provider decides about your accommodation request isn't something we control, and that decision alone doesn't qualify you for a refund, since no therapist or service can promise a landlord will say yes. [to be completed: any additional circumstances that qualify for a refund and the time limit for requesting one.]

Spotted a mistake in your personal details on the letter? Email us and we'll go over it with the therapist.

Refunds go back to the card or account you originally paid with. How quickly the money shows up is up to your bank or card issuer. [to be completed: expected processing time.]

Before you open a dispute with your bank, please get in touch with us. A short email usually sorts out a billing issue fast.

For anything to do with payments or refunds, write to support@esalettertherapist.com. Our terms of service incorporate this refund policy.