Terms of Service

Definition of Terms

• Agreement - Refers to these legally binding Terms of Service and underlying site policies.
• Website / Company - Refers to Real ESA Letter (operated by Real ESA Letter FZ LLE).
• Customer / Client - Refers to any individual who accesses our platform, completes an online intake assessment, or requests ESA/PSD documentation services.
• Apply Now / Assessment - The digital intake process through which a client provides personal information, mental health symptom details, assistance animal information, and accommodation requirements.
• Product / Documentation - The official recommendation letter or clinical assessment documentation issued to the client based on practitioner evaluation.
• Revision - A formal client request to update or correct clerical information on issued documentation in alignment with initial assessment records.
• Support Team - The structural unit responsible for guiding clients through evaluation steps, clarifying compliance questions, and handling intake logistics.
• Practitioner / Therapist - A state-licensed healthcare provider partnered with or engaged by the Company to conduct clinical evaluations and issue recommendation letters.

General Terms

By placing an order or utilizing services on Real ESA Letter (operated by Real ESA Letter FZ LLE), you explicitly agree to abide by these Terms of Service.

Users must be of legal adult age in their jurisdiction to independently utilize this website. Minors require active parental or legal guardian consent and oversight to submit intake assessments.

• The United Arab Emirates is our primary country of corporate domicile.
• Minors under the age of 18 are prohibited from submitting intake assessments without explicit parental or legal guardian participation.
• We accept secure online card payments (Visa, MasterCard) in USD, AED, or other designated currencies.
• Cardholders are advised to retain digital receipts and copies of merchant policy documentation.

Any legal dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with applicable laws.

Assessment Questionnaire & Intake Details

• An order is initiated by completing the online intake questionnaire on the website or working directly with our support team to record your information.
• The intake form gathers essential details regarding the individual handler, relevant emotional or mental health symptoms, therapeutic support needs, and animal information.
• Clients warrant that all information provided during intake is accurate, truthful, and complete.

Payment Terms

• Total service fees are calculated according to the published pricing schedule on our website. Orders are processed upon receipt of required service payments.
• In the event of a card processing error or payment declination, clients should verify card validity and online transaction permissions before contacting support.

Order Processing Workflow

• Order Verification - The Company reserves the right to confirm intake details via phone, email, or chat. If discrepancies are identified, support agents will contact you to verify assessment details before clinical review.
• Order Modifications - Clients may contact support promptly if updates or corrections are required prior to practitioner assignment.
• Digital Service Delivery - Services are fulfilled digitally via secure portal download and email notification. No physical shipping fees apply unless hard-copy delivery is specifically requested.

Real ESA Letter (operated by Real ESA Letter FZ LLE) strictly adheres to trade compliance regulations and will not provide services to OFAC-sanctioned jurisdictions.

General Use Policy

• The Company reserves the right to modify or update website content at any time. Educational and legal information provided on the platform serves informational purposes.
• All website branding, text content, trademarks, logos, and digital assets are owned by Real ESA Letter (operated by Real ESA Letter FZ LLE) and protected by applicable copyright and intellectual property laws.
• Services purchased through Real ESA Letter are intended strictly for individual personal accommodation use.
• Clients are responsible for providing complete and timely intake responses. Incomplete information may delay practitioner review.

Money-Back Guarantee Terms

Our money-back guarantee policy outlines the terms under which clients are eligible for full or partial refunds.

• Order Cancellation:

  The following rules apply to order cancellation requests:

  • Prior to Practitioner Assignment: If a cancellation request is submitted before a licensed practitioner has been assigned to review your case, a 100% full refund will be issued.

  • After Practitioner Assignment: Once a licensed practitioner has been assigned to conduct your evaluation, order cancellation is no longer available.

• Late Delivery Adjustment:

  In cases of unexpected processing delays on our end, clients may request a delivery adjustment credit based on:

  • Selected delivery timeframe
  • Total length of delay

  Delivery adjustment credits are not applicable if delays stem from client intake omissions, missing documentation, or delayed responses to practitioner follow-up questions.

  Delays resulting from client-side technical disruptions (e.g., email spam filtering or connection outages) are excluded from delay compensation.

Refund Exclusions & Rules

• Real ESA Letter provides documentation adhering strictly to federal Fair Housing guidelines. While housing providers are legally required to accept legitimate documentation, individual third parties may occasionally act outside statutory requirements.
• If a landlord or housing manager questions your documentation, our support team will provide verification documentation and legal compliance resources to assist you.
• Upon request from housing managers, our verification department will confirm the authenticity of issued documentation directly with authorized representatives.
• Refunds are not granted in instances where a third-party property owner unlawfully refuses to comply with federal Fair Housing laws. In such cases, clients are encouraged to file a HUD housing complaint.
• Clinical Non-Qualification: If your evaluation reveals that you do not qualify for an ESA letter based on the practitioner's assessment, a prompt refund will be issued, minus a $35 administrative processing fee.
• Non-qualification criteria include:
  • Symptoms do not meet established medical criteria for an assistance animal accommodation.
  • Needs indicate a requirement for a specialized Service Animal (ADA) rather than an Emotional Support Animal (FHA).
  • Request is submitted on behalf of another adult without legal power of attorney.
  • Request is submitted solely for animal registration rather than individual therapeutic qualification.

• Approved refunds will be processed via original payment methods or direct bank transfer.
• Validity Period: ESA documentation remains valid for 12 months. Our renewal team will contact you prior to expiration to offer annual re-evaluation options.

If you choose not to renew upon expiration, simply notify our support team.

PLEASE NOTE: An ESA Letter is issued to you as an individual handler under federal law, granting your right to housing accommodation with an assistance animal.

Policy Amendments

The Company reserves the right to amend or update these Terms of Service periodically. All updates will be published on this page, and continued use of the website constitutes acceptance of updated terms.