Terms & Conditions

1. Our service

MyPetESA ("we," "us") operates a telehealth platform that connects individuals seeking emotional support animal (ESA) documentation with independent, licensed mental health professionals who conduct clinical evaluations. By using our website or services, you agree to these Terms & Conditions and our Privacy Policy.

2. We are a platform, not a provider

MyPetESA is not a healthcare provider, medical group, or professional practice, and does not practice medicine, psychology, counseling, or any licensed profession. The clinicians available through our platform are independent professionals responsible for their own clinical judgments, documentation, and compliance with the laws and licensing rules of their states. Any clinician–client relationship formed through an evaluation is between you and that clinician.

3. No guarantee of approval

Completing an evaluation does not guarantee you will receive an ESA letter. Letters are issued solely at the evaluating clinician’s independent professional discretion, based on their assessment of your circumstances. We do not influence clinical outcomes, set approval targets, or compensate clinicians based on whether a letter is issued. Any statements on this site about typical timelines or experiences are informational and not promises of a particular result.

4. Telehealth consent

Evaluations are conducted remotely by video or, where permitted, by phone. By booking an evaluation you consent to receiving services via telehealth and acknowledge its limitations, including that a clinician may determine telehealth is not appropriate for your needs and may recommend in-person care or decline to issue documentation. Telehealth is not suitable for emergencies — if you are experiencing a crisis, call 911 or the 988 Suicide & Crisis Lifeline.

5. Eligibility & your responsibilities

• You must be 18 or older and located in the United States to use our services.
• You agree to provide accurate, complete information during intake and your evaluation.
• You are responsible for how you use any documentation you receive, including submitting it truthfully to housing providers.
• You agree not to misuse the platform, interfere with its operation, or attempt to obtain documentation through misrepresentation.

6. Payments, refunds & renewals

Fees are displayed before you pay and are one-time charges — we do not enroll you in subscriptions. If your evaluating clinician determines you do not qualify for an ESA letter, we will refund your evaluation fee in full. Refunds for other circumstances (such as cancellations before your evaluation) are handled by our support team; contact us at support@mypetesa.com. Renewal evaluations are offered at the then-current renewal price and are never automatic.

7. No legal advice

Content on this website — including descriptions of the Fair Housing Act, state laws, and airline policies — is provided for general information only and is not legal advice. Laws change and vary by jurisdiction and situation. For advice about your specific circumstances, consult a qualified attorney.

8. Intellectual property

The MyPetESA name, logo, website design, and content are owned by us or our licensors and are protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from our content without our prior written permission, except as permitted for your personal, non-commercial use of the service.

9. Disclaimers & limitation of liability

The service is provided "as is" and "as available" without warranties of any kind, express or implied. To the maximum extent permitted by law, MyPetESA will not be liable for indirect, incidental, special, consequential, or punitive damages, or for the acts or omissions of independent clinicians, housing providers, or other third parties. Our total liability for any claim arising from the service will not exceed the amount you paid to us in the twelve months preceding the claim. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

10. Governing law & disputes

These terms are governed by the laws of the State of Texas, without regard to conflict-of-law principles. Any dispute arising from these terms or the service will be resolved in the state or federal courts located in Travis County, Texas, unless applicable law provides otherwise. You agree to first contact us and attempt to resolve any dispute informally before filing a claim.

11. Changes to these terms

We may update these Terms & Conditions from time to time. Updated terms take effect when posted, and the "Last updated" date above will reflect the revision. Your continued use of the service after changes take effect constitutes acceptance of the revised terms.

12. Contact

Questions about these terms? Reach us at support@mypetesa.com, call (833) 673-7387, or write to MyPetESA, 100 Wellness Way, Suite 210, Austin, TX 78701.