Pet Connect is committed to providing a fair and transparent evaluation process.
Full Refunds
A full refund will be issued if:
- The evaluating licensed mental health professional determines that you do not qualify for Emotional Support Animal (ESA) documentation.
- Your ESA documentation is not accepted by a landlord, property management company, homeowners association (HOA), or other housing provider, subject to the limitations set forth below. Documentation of the denial may be requested.
Limitations on Housing-Denial Refunds
A housing-related denial does not automatically qualify for a refund. Refunds will not be issued when the housing provider’s decision is based on factors unrelated to the validity of the ESA documentation, including but not limited to:
- The client no longer requires or wishes to use ESA documentation.
- The client provided false, misleading, or incomplete information during the evaluation process or to the housing provider.
- The animal poses a direct threat to the health or safety of others.
- The animal has caused substantial property damage or has a documented history of destructive behavior.
- The animal has been cited for aggressive behavior, excessive noise, repeated disturbances, or other lease violations.
- The client has violated the terms of their lease or applicable housing rules for reasons unrelated to the ESA documentation.
- The housing provider’s denial is based on a legally permissible reason under applicable federal, state, or local law.
- The denial is based on circumstances unrelated to the validity of the ESA documentation or the individual’s disability-related need for the animal.
- The refund request is submitted more than thirty (30) days after issuance of the ESA documentation.
Pet Connect reserves the right to review housing-denial refund requests on a case-by-case basis and may request supporting documentation.
Requesting a Housing-Denial Refund
To request a refund based on a housing-related denial, please submit your request along with supporting documentation showing the denial and the date of the denial to:
support@petconnectinc.com
Pet Connect may request additional information as part of the review process.
Important Information Regarding Housing Accommodations
Licensed mental health professionals independently determine whether:
- An individual has a qualifying mental or emotional disability; and
- An Emotional Support Animal (ESA) may help alleviate or reduce symptoms associated with that disability.
While federal and state laws provide certain housing protections for qualified individuals with ESAs, Pet Connect cannot guarantee that every landlord, property manager, homeowners association (HOA), or housing provider will correctly interpret or comply with applicable laws and regulations.
If a housing provider denies an ESA accommodation request, the evaluating licensed mental health professional may, when appropriate, provide additional documentation or clarification regarding the ESA recommendation. Clients may also wish to explore available housing resources or file a complaint with the U.S. Department of Housing and Urban Development (HUD), when applicable.
Pet Connect and its providers cannot guarantee future legal or regulatory requirements regarding Emotional Support Animals. No refund will be issued solely because laws, regulations, agency guidance, or housing policies change after ESA documentation has been issued.
Same-Day Consultations
The $50 same-day consultation fee is non-refundable. Same-day appointments receive priority scheduling and are processed immediately upon booking.
Cancellations
Clients may request a refund at any time prior to their scheduled consultation.
Refunds requested before the consultation occurs will be issued less a $25 administrative fee. The administrative fee applies once an appointment has been scheduled.
The administrative fee covers scheduling, appointment coordination, payment processing, and administrative services performed after an appointment has been reserved. Once an appointment is scheduled, that time slot is no longer available to other clients seeking services.
Refunds After Consultation
Once a consultation has occurred, refunds are only available under the Full Refund provisions listed above.
Case-by-Case Review
Pet Connect reserves the right to review unique circumstances on a case-by-case basis.
Contact
For refund requests or questions regarding this policy, please contact:
Pet Connect, LLC
support@petconnectinc.com
www.petconnectinc.com
