Refund Policy
Table of Contents
At The Supportive Pet, we stand behind the quality of our service. We authorize your payment first, but only charge it after your evaluation is completed and you receive your letter. Please read this policy carefully to understand your rights and our commitments.
1. Overview
The Supportive Pet provides a platform connecting individuals with licensed mental health professionals (LMHPs) for ESA and PSD letter evaluations. Our refund policy reflects the nature of professional mental health services - once a clinician has invested time in your evaluation, that professional service cannot be "returned." However, we have clear protections in place for situations where our service falls short.
2. How Charging Works
Our payment process is designed to protect you:
- Step 1 - Authorization: When you submit payment, we place a temporary authorization hold on your card. No funds are collected at this stage.
- Step 2 - Evaluation: A licensed clinician reviews your intake form and conducts your evaluation.
- Step 3 - Charge: Only after your evaluation is completed and your letter is issued do we capture (charge) your payment.
If your evaluation results in a denial (the clinician determines an ESA/PSD letter is not clinically appropriate for you), the authorization hold is released and you are not charged.
3. Refund Eligibility
You are eligible for a full refund in the following circumstances:
- Letter not delivered: Your letter was not delivered within the stated timeframe (typically same-day for most orders) and you have not received it within 24 hours of payment.
- Clinician error: Your letter contains factual errors (wrong name, wrong state, wrong animal species) that we are unable to correct within 24 hours of you notifying us.
- Technical failure: A verified technical issue on our platform prevented you from completing your evaluation or receiving your letter.
- Duplicate charge: You were charged more than once for the same order.
- Unauthorized charge: A charge was made to your account that you did not authorize.
4. Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- Change of mind: You change your mind after the evaluation has been completed and your letter has been issued.
- Landlord or third-party rejection: Your landlord, airline, or other third party refuses to accept your letter. We cannot control third-party decisions and cannot guarantee acceptance - however, we do provide free verification support to help resolve disputes.
- Inaccurate information: Your application contained false or misleading information, resulting in a letter that cannot be used.
- Letter already downloaded/used: Once you have downloaded or presented your letter, the service has been fully rendered.
- Delay caused by you: Delays in receiving your letter caused by you failing to complete required intake information or respond to clinician questions.
- Subscription renewals (after 7 days): Annual renewal charges are refundable within 7 days of billing if no letter has been issued.
5. How to Request a Refund
To request a refund, contact our support team within 30 days of your charge date:
- Email: info@supportivepet.com - include your order number and reason for the request
- Phone: +1 (888) 412-4041 (Monday–Saturday, 9:00 AM–6:00 PM)
- Live Chat: Available on our website during business hours
Please include your full name, email address used at checkout, order/confirmation number, and a brief description of the issue. We may request supporting documentation to process your request.
6. Refund Timeline
- Approved refunds are processed within 3–5 business days.
- Refunds are issued to the original payment method.
- Depending on your bank or card issuer, funds may take an additional 5–10 business days to appear on your statement.
- If you paid via PayPal or another third-party processor, their standard refund timelines apply.
7. Disputes & Chargebacks
We encourage you to contact our support team before initiating a chargeback with your bank. Most issues can be resolved quickly and directly. Filing a chargeback without first contacting us may delay resolution and could result in your account being suspended pending investigation.
If you believe a charge is fraudulent, please contact both us and your card issuer immediately.
8. Contact Us
For refund requests or questions about this policy, please reach out:
- Email: info@supportivepet.com
- Phone: +1 (888) 412-4041
- Hours: Monday–Saturday, 9:00 AM–6:00 PM · Sunday: Closed