We enforce a strict refund and cancellation policy to ensure the licensed healthcare providers we work with are treated fairly and use their time efficiently. Please see our Terms and Conditions for the full details including exclusions and restrictions. Here is a brief overview of our policy: once you place an order, you may receive a refund minus a cancellation fee as long as you make the request within 24 hours. After the 24 hour period has passed, or once you have signed the Provider’s consent form, all orders are non-refundable. We understand however that sometimes life presents unexpected challenges. We may make an exception to this rule for extenuating circumstances. If we make an exception, a cancellation fee will apply. Priority orders are not refundable under any circumstances. Please note that it is ultimately your landlord who will decide to accept your ESA request. Even if you have a valid ESA letter and request, your landlord may be difficult and reject your ESA. We cannot give refunds in those situations because we can’t control what a landlord may do. Your healthcare professional’s job is to assess your condition and provide you with an ESA letter if you qualify for one. We also cannot give refunds due to legal reasons, changes in regulation or other matters that are outside our control. If you have any questions or concerns about your order, please contact us beforehand and we will be more than happy to help you before you submit it.