Our money-back guarantee
You're evaluated by a real clinician before anything is issued. If they determine you don't qualify, you get your money back. This page exists because that promise appears elsewhere on the site and deserves its own straight explanation, not just a footnote.
Last updated September 14, 2026.
If you don't qualify
If your clinician determines after your consultation that you don't qualify for an ESA letter, you're refunded in full: no argument, no restocking fee, no partial refund. See your Refund status in the portal for real-time tracking once you've requested one.
If we miss our turnaround
Standard turnaround is 24 hours after your consultation (longer only in the 5 states with a legal 30-day relationship requirement, see Rules by state). If we miss that window through our own delay, raise it from your portal and it's reviewed for a refund or credit.
Not sure if you'll qualify?
You only pay if a licensed clinician confirms you do.
What isn't covered
This guarantee covers our process, not outcomes outside our control, for example a landlord or airline misapplying the law despite a valid letter. See Housing Rights and Air Travel for what the letter actually guarantees legally.
How to request one
From your portal, open the order and submit a refund request with a reason. Every request is reviewed by a real person, and status changes (approved, denied, paid) are emailed to you as they happen, not left for you to guess.