1. Not approved? Automatic full refund.
If your evaluating clinician determines that an ESA or PSD letter is not clinically appropriate for you, we refund 100% of your evaluation fee automatically — you don’t need to ask, fill out a form, or contact support. The refund is initiated within 2 business days of the clinician’s determination.
2. Cancellations before your evaluation
Cancel any time before your scheduled evaluation begins for a full refund. If you miss a scheduled session without notice, we’ll reschedule you once at no charge; a second missed session may be treated as a completed booking, though our support team handles genuine emergencies with common sense.
3. After a letter is issued
Once a clinician has completed your evaluation and issued your letter, the professional service has been fully delivered and the fee is non-refundable. If a housing provider questions your letter, our verification desk will support the process at no additional cost.
4. Renewals
Renewal evaluations follow the same rules: full refund if your clinician determines a renewed letter isn’t appropriate, and full refund for cancellations before the session.
5. How refunds are issued
Refunds go back to your original payment method. Once initiated, banks and card networks typically post them within 5–10 business days. We’ll email you a confirmation when the refund is initiated.
6. Chargebacks & disputes
Before opening a card dispute, please contact us at support@mypetesa.com — nearly every issue is resolved faster this way, usually within one business day.
7. Questions
Email support@mypetesa.com or call (833) 673-7387, Mon–Fri 9am–6pm ET. This policy is part of our Terms & Conditions.
Questions? Email support@mypetesa.com or call (833) 673-7387. See also our Privacy Policy and Terms & Conditions.