Refund Policy
To further demonstrate our commitment to your satisfaction, CertifyESA offers a 100% Refund Guarantee in the event that your ESA or PSD letter is denied by a landlord or housing provider, subject to the following terms and conditions:
1. Commitment to Customer Satisfaction
2. Eligibility for Refund
Your ESA or PSD letter is explicitly denied by your landlord, property manager, or housing authority.
The denial must directly reference the ESA or PSD letter provided by CertifyESA as the reason for refusing housing accommodations.
The denial must occur within the validity period of your letter (typically one year from the date of issue).
3. Proof of Denial Requirements
Written Denial: Submit a formal written notice, email, or letter from your landlord, property manager, or housing authority clearly stating that your request for an ESA or PSD accommodation was denied.
Direct Communication: Alternatively, your landlord or property manager may directly contact CertifyESA via phone or email to verify the denial.
Submission Timeline: All proof of denial must be submitted to CertifyESA within 30 calendar days of receiving the denial.
Documentation should be sent to our customer support email at [insert email address] with your full name, order number, and date of purchase included.
4. Refund Process
- Review: Our customer service and compliance team will review the documentation to confirm eligibility.
- Decision: If the denial meets the criteria outlined, CertifyESA will approve the refund.
- Processing: Approved refunds will be processed back to the original payment method used at checkout. Please allow 5–7 business days for the refund to appear on your account, depending on your financial institution.
CertifyESA may request additional information if needed to complete the review.
5. Non-Refundable Situations
- No Proof of Denial: If proof of written denial or direct landlord contact is not provided within 30 days.
- Fraudulent Information: If it is determined that false, misleading, or fraudulent information was provided during the intake process or evaluation.
- Denials for Other Reasons: If housing is denied for reasons unrelated to the validity of the ESA/PSD letter, such as:
- Breed restrictions
- Property-specific pet policies unrelated to disability accommodations
- Tenant’s violation of other lease terms (e.g., noise complaints, damages, unpaid rent)
- Denials based on local, state, or federal housing rules not governed by Fair Housing regulations.
- Letter Acceptance: If the ESA or PSD letter is accepted by the landlord, property manager, or housing authority, no refund will be issued even if issues arise later on.
6. Additional Terms
- Letter Updates: If minor corrections (e.g., typo corrections, updates to landlord name or address) are required to facilitate acceptance of your letter, CertifyESA will make reasonable updates at no additional charge prior to refund eligibility.
- Responsibility: It is the customer’s responsibility to ensure that the housing provider is aware of their rights and obligations under the Fair Housing Act. CertifyESA provides documentation to support your request but cannot guarantee landlord compliance with federal law.
7. Contacting Us for Refunds
To initiate a refund request, please contact us through:
- Email: support@certifyesa.com
- Phone: 415-886-5598
When contacting us, please include:
- Your full name
- Copy of written denial or landlord’s contact information
- Brief explanation of the situation
Our support team is available to assist you through every step of the process.
Thank you for trusting CertifyESA. We are here to help ensure that individuals with emotional and psychiatric disabilities have the support they need to secure appropriate and fair housing accommodations