Our Refund Policy
We stand behind our service with a transparent, fair, and customer-first refund policy. Your satisfaction is our priority.
Refund Policy Overview
We are committed to providing legitimate, therapist-issued ESA and PSD letters that meet all legal requirements. Our refund policy is designed to protect you and ensure you receive the documentation you need.
100% Money-Back Guarantee
We are confident in the quality and legitimacy of our service. If you are not satisfied, we offer a full refund under the conditions outlined below.
- Refund if you don’t qualify for an ESA letter
- Refund if therapist is unresponsive or unverifiable
- Refund within 14 days of purchase
- No hidden fees or surprises
Our Commitment to You
We believe in doing the right thing for our customers. Our refund policy reflects our commitment to transparency, fairness, and customer satisfaction.
- Transparent, upfront pricing
- Free revisions within 14 days
- Support team as a bridge between you and your therapist
- Peace of mind knowing you’re protected
💚 Our Commitment:
We are dedicated to providing professional, compassionate, and trustworthy service. If you are not satisfied, we will work with you to make it right. Your trust matters to us.
Eligibility for ESA Letter
We understand that not everyone may qualify for an ESA or PSD letter. Our licensed therapists conduct thorough evaluations to determine eligibility.
Initial Screening & Evaluation
Our licensed therapists conduct a comprehensive clinical evaluation to determine if you qualify for an ESA or PSD letter. This evaluation is based on DSM-5 criteria and professional judgment.
- Thorough clinical assessment
- DSM-5 criteria-based evaluation
- Professional judgment by licensed therapist
- Confidential and HIPAA-compliant
100% Refund if Not Eligible
If, after the initial screening and evaluation, our licensed therapist determines that you do not qualify for an ESA or PSD letter, we will issue a 100% refund. We believe in being transparent about eligibility from the start.
- Full refund if you don’t qualify
- No questions asked
- Transparent process
- No hidden fees
*The therapist’s clinical determination is based on DSM-5 criteria and professional judgment. We cannot guarantee approval before the evaluation.
14-Day Refund Policy
We offer a 100% refund within 14 days of your purchase if you are not satisfied with our service for any reason.
When You Can Request a Refund
You are eligible for a full refund within 14 days of your purchase if:
- You are not satisfied with our service
- The therapist is unresponsive or difficult to reach
- The therapist fails to verify their credentials
- The letter does not meet your expectations
- You encounter issues with the therapist’s licensing verification
Therapist Verification Issues
If you find that our therapist is not verifiable, not acceptable to your landlord, or unresponsive, we will issue a full refund. Your trust in the legitimacy of your letter is paramount.
- Full refund for unverifiable therapist
- Full refund for unresponsive therapist
- Full refund if landlord rejects due to therapist issues
- Our support team is here to help
🤝 Our Support Promise:
If you experience any issues with therapist verification, our support team will act as a bridge between you and the therapist to ensure seamless communication. We will work tirelessly to resolve any concerns.
Refund Processing Timeline
We process refunds quickly and efficiently to ensure you receive your money back as soon as possible.
Investigation Period
Our compliance department investigates all refund requests within 2 working days of receipt. We verify eligibility and ensure all conditions are met.
Refund Approval
If your refund request is found eligible after investigation, it is approved for processing. Our team notifies you of the approval status.
Refund Disbursement
Approved refunds are processed within 5 working days and credited back to the original payment method used for the purchase.
⏱️ Total Refund Timeline:
Investigation: 2 working days + Processing: 5 working days = Total: 7 working days from the date of your refund request.
*The actual time it takes for the refund to appear in your account may vary depending on your bank or payment provider’s processing times.
Therapist Verification Support
We understand that landlords, airlines, and other parties may need to verify your therapist’s credentials. Our support team is here to help.
Seamless Communication
Our support team acts as a bridge between you and the therapist. If there are any verification issues, we facilitate communication and resolve them quickly.
Credential Verification
We ensure that all therapists have active, unrestricted licenses in their respective states. We also provide guidance on how landlords can verify credentials.
Responsive Support
Our team is available to assist with any questions or concerns. We are committed to ensuring your experience is positive and hassle-free.
🛡️ Your Rights Protected:
If the therapist is unresponsive or cannot be verified, you are protected by our 14-day refund policy. We will work with you to resolve the issue or provide a full refund.
Free Revision Policy
We understand that details matter. If something is missing from your letter, we offer free revisions for up to 14 days.
What Can Be Revised
We offer free revisions within 14 days of receiving your letter for:
- Pet information: Name, species, breed, weight
- Client information: Name, address, contact details
- Letter formatting: Any minor corrections needed
- Therapist credentials: Ensuring all license information is correct
How to Request a Revision
To request a revision:
- Contact our support team with your revision request
- Clearly state what needs to be changed
- Provide any corrected information (e.g., correct pet name)
- We will process your revision within 24-48 hours
- Receive your updated letter
💡 Tip:
Review your letter carefully upon receipt. If you notice any errors or missing information, contact us immediately so we can make the necessary revisions.
*Revision requests should be made within 14 days of receiving your letter and must align with the initially provided guidelines.
Additional Pets
If you need to add a new pet to your ESA or PSD letter, we have a clear policy to ensure you get the documentation you need.
Adding a New Pet
If you need to add a new pet to your ESA or PSD letter after the initial issuance, additional charges will apply as per our current pricing policy.
- New evaluation may be required
- Updated letter with all animals listed
- Additional pet fees apply
- Processing time: 24-48 hours
What to Expect
- New evaluation: The therapist may need to reassess the need for an additional animal
- Updated letter: A new letter will be issued with all animals listed
- Pricing: Additional pet fees apply as per our current rate
- Timeline: Additional pets may take 24-48 hours to process
*Revisions to add a new pet are not covered under the free revision policy. The therapist must evaluate the need for each additional animal.
ESA Travel Letter Policy
Important information about ESA Travel Letters and how they differ from PSD Letters for air travel.
Before Requesting an ESA Travel Letter
We strongly recommend that you contact your airline first before requesting an ESA Travel Letter. Each airline has its own pet policy, and an ESA letter may not grant you cabin access or fee waivers.
- Check airline policies: Confirm if your airline accepts ESA letters
- Understand pet fees: Most airlines charge $95-$125 each way for ESAs
- Carrier requirements: Your ESA may need to travel in an approved carrier
PSD Letter for Air Travel
For full air travel rights, we recommend proceeding with a PSD Letter instead of an ESA Travel Letter. Under the ACAA, PSDs have full cabin access rights and are not subject to pet fees.
- Fly free: No pet fees for PSDs
- Cabin access: PSDs allowed in the cabin
- No breed or size limits: PSDs are exempt from airline restrictions
- DOT forms required: Submit the DOT Service Animal Air Transportation Form
✈️ Travel Tip:
If you need your animal in the cabin without paying pet fees, a PSD letter is the right choice. Contact us to learn more about PSD Letter options.
*Since the 2021 ACAA update, ESAs are no longer recognized as service animals for air travel. They are treated as pets by most airlines.
How to Request a Refund
Requesting a refund is simple and straightforward. Follow these steps to get your refund processed quickly.
Step 1: Contact Us
Send an email to our support team explaining your reason for requesting a refund. Include your name and order details.
Step 2: Provide Details
If you are requesting a refund due to therapist verification issues or other concerns, please provide as much detail as possible so we can address the issue.
Step 3: Refund Processing
Our compliance department investigates your request within 2 working days. If eligible, your refund will be processed within 5 working days to the original payment method.
📧 Contact Us:
Email: support@proesaletter.com
Response time: 24-48 hours
Refund Investigation: 2 working days
Refund Processing: 5 working days (if eligible)
Refund Policy Comparison
See how Pro ESA Letter’s refund policy compares to other providers.
| Provider | Money-Back Guarantee | Refund Period | Free Revisions | Refund for Ineligibility | Investigation Timeline |
|---|---|---|---|---|---|
| Pro ESA Letter | ✓ 100% | 14 Days | ✓ 14 Days | ✓ Yes | 2-5 Working Days |
| Pettable | ✓ Limited | 30 Days | ✓ Yes | ✓ Yes | Variable |
| ESADoctors | ✗ | — | ✗ | ✗ | — |
| RealESALetter | ✓ Limited | 30 Days | ✓ Yes | ✗ | Variable |
| US Service Animals | ✗ | — | ✗ | ✗ | — |
🏆 Why Pro ESA Letter’s Refund Policy Stands Out
- ✓ 100% money-back guarantee — we’re confident in our service
- ✓ 14-day refund period — ample time to evaluate your letter
- ✓ Free revisions for 14 days — we want to get it right
- ✓ Refund for ineligibility — if you don’t qualify, you get a refund
- ✓ Clear 2-5 working day processing — transparent and fair
- ✓ No hidden fees — transparent and fair
Frequently Asked Questions
Answers to common questions about our refund policy.
🔒 The Bottom Line
- ✓ 100% money-back guarantee — if you’re not satisfied, you get a refund
- ✓ 14-day refund period — ample time to evaluate your letter
- ✓ Free revisions for 14 days — we want to get it right
- ✓ Refund for ineligibility — if you don’t qualify, you get a refund
- ✓ 2-5 working day processing — fast and transparent
- ✓ No hidden fees — transparent and fair pricing
Have Questions About Our Refund Policy?
Our support team is here to help. We’re committed to ensuring you have a positive experience with Pro ESA Letter.