Official ESA Letter
Refund policy for Florida ESA letter evaluations
If the clinician does not approve a letter, you get a full refund of that order, including the $149 new or $99 renewal fee and any extra-animal or priority call fees (see /pricing). A landlord or HOA saying no is not a reason for a refund.
Updated 2026-11-09 · Last checked 2026-11-09 · Clinically reviewed by a Florida-licensed APRN
| Situation | Refund |
|---|---|
| The clinician does not approve a letter | Full refund of that order's fees, including extra-animal and priority call fees |
| A letter was issued and a landlord or HOA says no | No refund |
| Priority call: we miss the call time or the decision time | The $49 is refunded automatically to the original payment method within 1 business day |
Full refund if the clinician does not approve
If the clinician determines an ESA letter is not clinically appropriate, you receive a full refund of the evaluation fee for that order (including additional-animal and priority call fees for that order).
After a letter is issued
A full refund applies only if the clinician does not approve a letter. Landlord or patient change of mind after a valid letter is not a reason for a refund. The optional $49 priority call fee has its own rule, below.
How to request
Email support@officialesaletter.com and include your order number (shown on the confirmation email and success page). We reply by email.
Priority call ($49, optional)
- Paid by 4:00 PM ET, Monday to Friday (not a federal holiday): the clinician calls you by 8:00 PM ET that day, and the decision is sent by 10:00 PM ET.
- Paid after 4:00 PM ET, on a weekend or on a federal holiday: the call is by 12:00 PM ET the next business day, and the decision is sent by 5:00 PM ET.
- The decision means a signed PDF if a letter is clinically appropriate, or a full refund if it is not. Priority sets the call time, not the outcome. A letter is never promised by a time.
- If we miss the call time or the decision time, including when the clinician needs more time or more information, the $49 is refunded to your original payment method within 1 business day, automatically. You do not need to ask. Your evaluation then continues as a standard order.
- The time promise ends, with no refund of the $49, if you miss 2 call attempts at least 10 minutes apart or ask for a later time. We still call when it suits you.
- Before the first call attempt, you can drop priority and get the $49 back. Email support with your order number.
- Priority calls are limited each business day. When they are full, checkout shows the next open time, or that priority is full.
- If the clinician does not approve a letter, the whole order is refunded, including the $49.
- Banks usually show a refund within 5 to 10 days.
Federal holidays (observed) that are not business days for priority calls:
- Thu, Jan 1, 2026 · New Year's Day
- Mon, Jan 19, 2026 · Martin Luther King Jr. Day
- Mon, Feb 16, 2026 · Washington's Birthday (Presidents Day)
- Mon, May 25, 2026 · Memorial Day
- Fri, Jun 19, 2026 · Juneteenth
- Fri, Jul 3, 2026 · Independence Day
- Mon, Sep 7, 2026 · Labor Day
- Mon, Oct 12, 2026 · Columbus Day
- Wed, Nov 11, 2026 · Veterans Day
- Thu, Nov 26, 2026 · Thanksgiving Day
- Fri, Dec 25, 2026 · Christmas Day
- Fri, Jan 1, 2027 · New Year's Day
- Mon, Jan 18, 2027 · Martin Luther King Jr. Day
- Mon, Feb 15, 2027 · Washington's Birthday (Presidents Day)
- Mon, May 31, 2027 · Memorial Day
- Fri, Jun 18, 2027 · Juneteenth
- Mon, Jul 5, 2027 · Independence Day
- Mon, Sep 6, 2027 · Labor Day
- Mon, Oct 11, 2027 · Columbus Day
- Thu, Nov 11, 2027 · Veterans Day
- Thu, Nov 25, 2027 · Thanksgiving Day
- Fri, Dec 24, 2027 · Christmas Day
- Fri, Dec 31, 2027 · New Year's Day
Refund FAQ
When do I get a refund?
Full refund only if the clinician does not approve an ESA letter after evaluation. Approval is never guaranteed. $149 new · $99 renewal fees for that order (including extra-animal and priority call fees on that order) are returned when the clinician declines. Amounts are on /pricing.
If my landlord or HOA says no, do I get a refund?
No. A landlord, HOA, or condo board refusing the accommodation after a valid letter is not a refund. Housing outcomes are separate from the clinical decision. Refund = clinician does not approve only.
Related housing guides (refunds stay clinician-no only): What $149 covers · If a landlord says no · How the evaluation works.
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