Refund Policy

Last updated August 31, 2026

What You Are Paying For

Two separable things: a licensed clinician's time to evaluate you, and the letter itself if one is issued. The distinction matters, because it is what makes an honest denial possible.

When You Are Charged

You are charged only after a clinician approves you. Before your evaluation we may place a temporary authorization hold on your card to confirm it is valid. A hold is not a charge — no money leaves your account, and the hold is released if the clinician does not approve you. Depending on your bank, a released hold can take a few business days to disappear from your statement.

The Landlord-Denial Guarantee

To keep this workable for both of us, a claim needs three things:

• The denial in writing. An email, a letter, a portal message or a notice. Forward it to billing.
• Evidence you actually made the request. The written accommodation request you sent, with our letter attached. A letter that was never submitted has not been denied.
• A claim within 90 days of the denial.

We will usually offer a free revision first, because a large share of denials are about formatting or a missing detail and are fixed in a day. If you would rather take the refund, take the refund — the revision is an offer, not a condition.

One honest note about what this guarantee is and is not. It is a commercial promise from us. It is not a claim that your letter was invalid, and it is not a substitute for your rights: a landlord who denies an accommodation for an unlawful reason is still in the wrong, and taking our refund does not affect any complaint or claim you want to bring. What to do about a denial →

If the Clinician Cannot Approve You

Before Your Appointment

Cancel or reschedule at any time before your evaluation begins for a full refund of anything you have paid. Use the link in your confirmation email or write to billing@bestesaletter.com.

After Your Letter Is Issued

Once a clinician has evaluated you and issued a letter, the clinical work has been performed and the letter fee is generally non-refundable. Three exceptions:

• We made an error. Wrong name, wrong animal, wrong state, a missing license number, or any other defect on our side — we fix it at no charge, and if it cannot be fixed, we refund it.
• Wrong licensure. If your letter was signed by a clinician not licensed in your state, that is our failure and we refund in full.
• Duplicate charge. Refunded in full, promptly.

Free Revisions

If your landlord asks for a different format, more detail, or clarification, send us exactly what they said. The clinician will revise the letter at no charge where the request is reasonable and clinically accurate. There is no limit on reasonable revisions and no charge for them.

What a revision cannot do is add statements the clinician does not believe are true. If a landlord demands your diagnosis, that is a request you are entitled to decline — see what to do when a landlord pushes back.

What Is Not Refundable

• A change of mind after the letter is delivered, where no denial has occurred. The clinical work has been performed.
• Missed appointments without notice, though we will usually reschedule once as a courtesy.
• Information you provided that was inaccurate and that changed the outcome.

The Five Waiting-Period States

In Arkansas, California, Iowa, Louisiana and Montana, state law requires a 30-day client-provider relationship before an ESA letter can issue. If you decide not to proceed between your intake and your day-30 follow-up, you are refunded everything except the intake consultation, which was clinical work that took place.

We flag the waiting period before you pay, on every page that touches those states. If you were not told and should have been, write to us and we will make it right.

How to Request a Refund

1. Email billing@bestesaletter.com from the address you booked with.
2. Include your state, the approximate date of purchase, and what happened.
3. We respond within one business day.
4. Approved refunds go back to the original payment method, typically within 5 to 10 business days depending on your bank.

Chargebacks

If something has gone wrong, write to us first. A chargeback filed before you have contacted us takes longer to resolve than an email, and we would rather fix the problem than argue with your card issuer about it.