Texas ESA Registration Refund Policy

Last updated: July 1, 2026

Full refunds

You receive the entire amount you paid when any of the following applies:

• Not approved. The clinician completes the assessment and declines to issue documentation.
• Not eligible. We discover before your appointment that you are not a Texas resident, or that your housing is exempt from the Fair Housing Act in a way that makes the letter useless to you.
• You cancel before your appointment. Cancel at any point before the appointment begins, for any reason, and you are refunded in full.
• We cannot see you in time. If we cannot offer an appointment before a deadline you told us about at intake, you are refunded in full.
• Our error. Wrong information on your letter, a clinician who was not licensed as represented, a document we failed to deliver, or a duplicate charge.
• Technical failure on our side that prevents the appointment from taking place and cannot be rescheduled to your satisfaction.

Partial refunds

• Late cancellation or no-show: if you miss a confirmed appointment without 12 hours' notice, we refund the fee less a $35 clinician reservation charge. We waive this once for genuine emergencies, and we do not interrogate you about them.
• Fewer animals approved than your tier covers: if you paid the three-or-more-pets price and the clinician approves only one or two animals, we refund the difference down to the correct tier.
• Downgraded service: if you paid for a psychiatric service dog assessment and the clinician determines an ESA letter is the appropriate documentation, we refund the difference in price.
• Tier upgrade you did not use: if you paid the upgrade to add a third pet and that animal is not approved, the upgrade fee is refunded in full.

What is not refundable

Being clear about this is fairer than burying it:

• A completed, approved, and delivered letter. Once a clinician has assessed you and issued documentation, the service has been performed. If the letter has an error, we correct or re-issue it at no charge rather than refund it.
• A landlord's, school's, HOA's, employer's, or airline's decision. We never sold you that outcome and cannot control it. If a housing provider rejects a compliant letter, we help you respond at no cost — see our rejection guide.
• Shipping fees once a printed letter has been mailed.
• Expedite fees once the expedited appointment has taken place.
• Assessments obtained with false information. If material information was misrepresented at intake, no refund is due and the documentation is void.
• A change of mind after delivery, including moving, rehoming the animal, or deciding you no longer need the accommodation.

How to request a refund

Email hello@texasesapetletter.org with the subject line "Refund request," including the name on the account, the date of payment, and one sentence about what happened. You do not need to explain a cancellation, argue your case, or provide medical information.

If we deny a refund request, we tell you in writing which part of this policy applies and why. If you think we got it wrong, reply and ask for a second review by a manager. That review is free and usually resolves it.

Timing

Eligible requests are approved within one business day and submitted to our payment processor within three. Refunds return to the original payment method. Most card issuers post the credit within five to ten business days, and we will send you the processor's confirmation so you can follow up with your bank if it takes longer.

Chargebacks

Please contact us before disputing a charge with your bank. A chargeback freezes the funds for weeks and prevents us from simply refunding you, which usually makes things slower for everyone. We have never won by stonewalling a customer and we do not intend to start; if you are owed money, ask and you will get it.

Add-ons and third-party charges

Add-on fees follow the same rules as the service they attach to. Fees paid to third parties — a university's animal registration fee, a city pet license, veterinary costs, or airline charges — are not ours to refund, and we will tell you before you pay whether a charge is ours or theirs.

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Questions about this document? Email hello@texasesapetletter.org. We answer policy questions in writing so you have a record.