100% Money-Back Guarantee

Refund Policy

If your Colorado-licensed clinician does not approve your letter, you pay nothing. Full refund. No fine print.

Effective May 1, 2026

100%

Full refund if denied

1 day

Decision turnaround

7-14 days

Funds back in account

0 fees

No deductions

1. Overview & Promise

We believe nobody should pay for an ESA or PSD letter they did not receive.
If your assigned Colorado-licensed clinician determines you do not qualify, you receive a 100% refund — no fees, no questions, no fine print.
This policy explains exactly when, how, and how quickly refunds are issued.

Eligible service categories: ESA Letter ($149) and Psychiatric Service Dog Letter ($199).
Trigger: Your clinician completes the evaluation and concludes the documentation is not clinically appropriate.
Outcome: We issue a full refund of the service fee to your original payment method.
No partial deductions for clinician time, platform fees, or processing.

Clinical denial — your clinician determines you do not qualify.
Cancellation before evaluation — full refund within 30 days of purchase if no clinician session has occurred.
Duplicate charge — immediate refund of any duplicate payment.
Service unavailability — full refund if we cannot match you with a clinician within 7 days.
Technical failure — full refund if our platform prevents you from completing your scheduled session.

Approved letters that have been delivered are non-refundable — the service was rendered.
Letter renewals after the renewal letter is delivered.
No-show fees — if you miss a confirmed session without 24-hour notice, the session fee may be retained.
Bundled add-ons (e.g., expedited delivery) once delivered.
Refund requests submitted more than 60 days after the original charge.

Email support@coloradoserviceanimals.net from the email address on your account.
Subject line: "Refund Request — [your full name]".
Include your order ID (if available) and a one-line reason for the request.
We respond within 1 business day with confirmation or any clarifying questions.

Refund decision: within 1-2 business days of request.
Refund issuance: within 3 business days of decision.
Bank settlement: typically 5-10 business days depending on your card issuer.
Total time from request to seeing the refund in your account: usually 7-14 business days.

Refunds are issued to your original payment method (credit card, debit card, or HSA/FSA card).
If your original card has expired, we work with our processor to reroute funds to your bank account.
We do not issue refunds in cash, check, or store credit.

Please contact us first — we resolve nearly every issue without involving your card issuer.
Filing a chargeback before contacting us may delay the refund and pause your account during the dispute.
We provide complete transaction records and clinical documentation (within HIPAA limits) when responding to chargebacks.

Renewal letters follow the same money-back guarantee at the renewal evaluation stage.
If your clinical needs have changed and a renewal is no longer appropriate, you receive a full refund.
Auto-renewal is opt-in — we never charge a renewal fee without your explicit consent.

1-business-day response. No hold music. No scripts.