Last updated August 6, 2026
Our promise is simple: if a licensed clinician determines that an emotional support animal isn't appropriate for you, you don't pay.
If you complete your consultation and are not approved for an ESA letter, we refund 100% of what you paid. No forms to argue over and no restocking fees.
Refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank.
You can cancel any time before your consultation begins for a full refund. Just reply to your confirmation email or contact support.
Once a clinician has reviewed your case and issued a signed letter, the professional service has been delivered, so the consultation fee is non-refundable.
If your letter contains an error — a misspelled name, a wrong address, a missing animal — we correct it free of charge within 30 days.
We provide free verification support and will work with your housing provider to confirm the letter's authenticity and the clinician's licensure.
Because we cannot control a landlord's decision, a rejection by itself is not grounds for a refund. If the letter was defective or did not meet accepted standards, contact us and we will make it right.
Email refunds@certifyesa.com with the email address used at checkout and a sentence about what happened. We review every request within two business days and will tell you clearly what we can do.
Please contact us before filing a chargeback — we can almost always resolve it faster directly.