REFUND POLICY

1. General Refund Eligibility

Customers may request a refund only in accordance with this Policy.

By purchasing any service from Petesaa, you acknowledge and agree that healthcare professional time, administrative review, and evaluation resources are reserved specifically for your case.

2. Before Provider Review

If a refund request is submitted before:

• A healthcare provider has been assigned;
• A clinical review has begun; and
• Any evaluation services have been performed;

Petesaa may, at its sole discretion, issue a full refund.

3. After Provider Evaluation Begins

Once any of the following occurs:

• A provider has been assigned to your case;
• Your evaluation has been reviewed;
• A healthcare professional begins clinical assessment;
• Additional provider review is requested;
• A recommendation decision has been made;

the service is considered rendered and becomes non-refundable.

4. After Letter Issuance

Once an ESA Letter, PSD Letter, or any supporting documentation has been issued, generated, delivered, downloaded, emailed, or made available to the customer, all sales are final.

No refunds will be issued for:

• Change of mind;
• No longer needing the letter;
• Failure to use the letter;
• Housing provider requests for additional documentation;
• Airline requests for additional forms;
• Delays caused by customer responses;
• Dissatisfaction with a clinical outcome;
• Misunderstanding of ESA or PSD laws;
• Failure to review eligibility requirements prior to purchase.

5. Housing or Airline Denial Claims

Petesaa may review refund requests if a valid ESA or PSD accommodation request is formally denied by a housing provider or airline.

To be considered, the customer must submit:

• A written denial from the housing provider, airline, or applicable entity;
• Documentation showing the denial specifically relates to the Petesaa-issued letter;
• The customer's full name and order number;
• Any additional information reasonably requested by Petesaa.

All supporting documents must be submitted to:

support@petesaa.com

within 30 days of the denial.

Petesaa reserves the right to independently review all documentation before making a refund determination.

Submission of a denial does not automatically guarantee a refund.

6. Fraud Prevention

Refunds will not be issued if Petesaa determines that:

• False information was provided during evaluation;
• Documents were altered or modified;
• The customer misrepresented a disability or condition;
• The denial resulted from factors unrelated to the letter;
• Fraudulent activity is suspected.

7. Chargebacks and Payment Disputes

Customers agree to contact Petesaa before initiating a chargeback or payment dispute.

Fraudulent or abusive chargebacks may result in:

• Account suspension;
• Service termination;
• Submission of supporting evidence to the payment processor;
• Collection efforts where permitted by law.

8. Duplicate Orders

Duplicate purchases made in error may be eligible for a refund if reported within 7 days of purchase and before provider review begins.

9. Technical Errors

If Petesaa is unable to provide the purchased service due solely to a technical or administrative error on our part, we may issue a refund or provide an alternative resolution at our discretion.

10. Processing Time

Approved refunds are typically processed within 5—10 business days, depending on the customer's payment provider and financial institution.

11. Policy Updates

Petesaa reserves the right to modify this Refund Policy at any time. Updated versions will be posted on our website with a revised effective date.