Refund Policy & Satisfaction Guarantee

Order Cancellation Guidelines:

Customers requesting order cancellation should refer to the following terms:

Cancellation Prior to Clinical Assignment:

If you submit a cancellation request before a state-licensed mental health professional (LMHP) is assigned to review your evaluation, you will receive a full 100% refund.

Cancellation Following Clinical Assignment:

Once a licensed clinician has commenced your evaluation or finalized your medical documentation, order cancellations can no longer be accepted.

Delayed Delivery Compensation:

Should an unexpected delay occur on our part, clients are eligible to request a Delivery Adjustment Credit determined by:

• The turnaround tier selected during checkout
• The exact duration of the processing delay

Delivery delay compensation does not apply in situations involving:

• Delays resulting from client actions or omissions, including incomplete intake questionnaires, pending payments, or late responses to clinician queries.
• Technical errors on the client's end, such as spam filter blocks, connection drops, or email client incompatibilities.

General Refund Terms:

• Real ESA Letter delivers documentation strictly compliant with federal assistance animal standards. While property owners are legally required to adhere to the Fair Housing Act, uncooperative landlords may occasionally question legitimate requests.
• If a landlord inappropriately disputes your documentation, our support team will provide housing rights documentation and regulatory guidelines to assist you. Letters issued via Real ESA Letter remain legally binding under federal housing laws.
• When property managers request confirmation, our verification department provides compliant documentation verification to validate authenticity.
• We cannot issue refunds when a third party unlawfully refuses to comply with federal Fair Housing provisions. In such instances, clients are advised to submit an official HUD housing discrimination report.
• Non-Qualification Guarantee: If the clinical evaluation determines that you do not qualify for an emotional support animal accommodation, your payment will be refunded promptly, minus a standard $35 administrative processing fee.

  Evaluations may result in non-qualification if:

  • Reported emotional health symptoms do not meet the criteria for an assistance animal accommodation.
  • Clinical findings suggest the necessity of a task-trained Service Animal (ADA) rather than an Emotional Support Animal (FHA).
  • The evaluation request is submitted for a third party who is not a legal minor under your care.
  • The request seeks animal certification alone (under federal law, ESA documentation certifies the individual's mental health need, not the animal).
• Approved refunds are issued back to the original payment card or direct bank account.
• Scope of Service Fees: Fees cover professional clinical evaluation, landlord verification assistance, and electronic document delivery. Documentation remains valid for 12 months, and our team will notify you prior to expiration with optional renewal details.

  If you prefer not to renew at the end of your term, simply inform our support team.