Refunds & Returns Policy

At JustBigDogs.com, we are committed to transparency and fairness. This policy explains how refunds and returns are handled for ESA/PSD evaluation services and physical product purchases. Except as expressly stated in this policy, all ESA/PSD evaluation services are non-refundable once clinical work has begun.

Part A — ESA/PSD Service Refunds

1) 100% Money-Back Guarantee If the Licensed Provider Determines You Do Not Clinically Qualify

If, after review, a licensed mental health professional (LMHP) determines that you do not clinically qualify for an ESA or PSD letter, the Company will issue a full refund of the fees paid for that evaluation, excluding any postage costs already incurred for hard-copy or documentation package shipments, if applicable.

This guarantee applies only to the licensed professional’s clinical qualification determination. It does not guarantee landlord approval, housing-provider acceptance, accommodation approval, waiver of pet fees, waiver of pet rent, approval by a screening company, or any other third-party outcome.

2) Cancellations Before Clinical Work Begins

If you request cancellation before any LMHP commences review of your application, you are entitled to a full refund. For clarity, this applies only if your application has not yet entered “In Process” status.

3) Once Clinical Work Has Begun (Non-Refundable)

Clinical work is deemed to have begun once your application first enters “In Process” status. This includes provider review, acceptance of your application, outreach, requests for additional information, or any action taken toward clinical evaluation.

Once your application has entered In Process, it is considered to be in a non-refundable state, and all fees become non-refundable regardless of whether the evaluation is completed, delayed, or interrupted due to client inactivity, except as provided in Section 1, Licensed Provider Determines You Do Not Clinically Qualify, and Section 6, Housing Provider Support and Post-Letter Assistance.

By submitting your application and entering the In Process stage, you acknowledge and agree that the service has commenced and that you are responsible for participating in the evaluation process.

For clarity, applications that have entered this non-refundable state may appear under any of the following statuses within the Platform:

  • In Process
  • On Hold
  • Awaiting Client
  • Completed
  • Delivery in review
  • Closed
  • Cancelled

All of the above statuses reflect that clinical work has already begun and that the application is no longer eligible for a refund. Client non-participation or failure to respond does not affect the non-refundable nature of services once initiated.

4) Inactivity, On Hold, and Closure

If you become unresponsive after your application has entered In Process, your application may be placed on On Hold, or Awaiting Client, status at the Company’s discretion after a period of inactivity.

While On Hold:

  • Your application will not progress until you respond;
  • No refunds will be issued;
  • You may reactivate your application within thirty (30) days by responding to outreach or contacting the Company’s Care Team.

If no response is received, including failure to respond to outreach within thirty (30) days after being placed On Hold, your application will be moved to Closed status.

Once an application is Closed:

  • It is no longer active;
  • No refund will be issued;
  • The Company and provider have no further obligation to continue work;
  • A new application is required to continue services;
  • Inactivity or failure to respond does not entitle you to a refund or reversal of charges.

5) Thirty-Day Relationship States

Certain states, including California, Arkansas, Iowa, Louisiana, and Montana, the “30-Day States,” require that a provider-client relationship exist for thirty (30) days prior to issuance of an ESA letter.

Once you consent to begin this relationship and the LMHP documents the commencement of the relationship, your order becomes non-refundable, except as provided in Section 1, Licensed Provider Determines You Do Not Clinically Qualify, and Section 6, Housing Provider Support and Post-Letter Assistance.

During the required thirty (30) day provider-client relationship period, standard inactivity timelines, including placement on On Hold, or Awaiting Client, status, may be delayed or adjusted at the Company’s discretion to allow for completion of the required relationship period. Following completion of the required relationship period, applications may then be subject to standard inactivity, On Hold, and closure procedures as outlined in Section 4 of this policy.

6) Housing Provider Support and Post-Letter Assistance

If a valid ESA letter issued by an LMHP through the Platform is questioned, delayed, denied, rejected, or refused by a housing provider, landlord, property manager, screening company, or other third party, you may request Post-Letter Assistance.

Post-Letter Assistance is the required process for any housing-provider-related issue. No refund related to a housing-provider denial, delay, refusal, verification issue, or acceptance issue will be reviewed or considered unless and until you complete the Post-Letter Assistance process described in this Section.

(a) Requirements

To complete the Post-Letter Assistance process, you must:

  • Submit a Post-Letter Assistance support ticket through your secure client portal within your application, not by email, unless instructed otherwise by the Company;
  • Submit the request within thirty (30) days after the ESA letter is issued;
  • Provide written proof of the housing provider’s denial, delay, objection, verification request, or refusal;
  • Provide all documents, communications, forms, screenshots, portal notices, and other information requested by the Company;
  • Sign any authorization reasonably required to permit communication with the housing provider, property manager, screening company, provider, or other relevant third party;
  • Cooperate reasonably with the Company, Care Team, provider, and support process;
  • Allow the Company a reasonable opportunity to review the issue, coordinate verification where appropriate, facilitate provider clarification where appropriate, correct any administrative or clerical issue where appropriate, and provide administrative support.

As part of the Post-Letter Assistance process, you may be required to provide complete copies of what you submitted to the housing provider, including the provider-issued letter, forms, emails, portal submissions, text messages, screenshots, attachments, and any statements or explanations you provided regarding the evaluation process, the provider-issued documentation, the Company, the Platform, Good Neighbor Housing Support, or your accommodation request. The Company may consider how you presented the documentation and process when determining whether you reasonably cooperated with Post-Letter Assistance and whether any support, correction, clarification, credit, refund, partial refund, or other resolution is appropriate.

A refund request related to a housing-provider issue will not be reviewed or considered while required documentation is missing, you have not provided written proof of denial or objection, you have not signed a required authorization, you have not cooperated with the support process, the Company is still reviewing the matter, the provider or Care Team is still attempting verification or clarification, the housing provider has not had a reasonable opportunity to respond, or you bypass, refuse, or abandon the Post-Letter Assistance process.

(b) Housing-Provider Rejection Does Not Create Automatic Refund Eligibility

A housing provider’s denial, delay, refusal, non-response, verification request, or statement that documentation is “invalid,” “not accepted,” “not sufficient,” “online,” “not verifiable,” or similar does not create automatic refund eligibility.

A housing provider, landlord, property manager, screening company, or other third party does not determine whether the Company performed its services, whether you received access to the Platform, whether you were connected with a licensed professional, whether clinical work began, whether the provider performed an evaluation, whether the provider made a clinical determination, whether provider-issued documentation is valid, or whether a refund is owed.

No refund is guaranteed based solely on a housing provider’s denial, delay, refusal, non-response, verification request, disagreement, or statement that documentation is not accepted.

(c) Discretionary Review After Post-Letter Assistance Is Completed

After you complete all Post-Letter Assistance requirements, the Company may review the matter and determine, in its reasonable discretion, whether any resolution is appropriate.

Possible resolutions may include provider verification, provider clarification, corrected documentation, administrative support, educational resources, coordination of a paid add-on where additional provider work or expanded Post-Letter Assistance is required, account credit, partial refund, full refund, referral to outside housing, legal, agency, or fair-housing resources, or no further action.

A refund may be considered only if the Company determines that there is a material, uncorrectable issue within the Company’s or provider’s control that prevents the documentation from being reasonably used for its intended administrative purpose, and that the issue cannot be resolved through correction, clarification, verification, replacement documentation, or other reasonable support.

(d) Additional Fees for Supplemental Post-Letter Assistance

Certain Post-Letter Assistance support may be provided as included administrative support, including access to educational resources, document organization guidance, basic routing assistance, Care Team support, and use of available document verification tools.

However, requests that require additional provider time, direct provider response, form completion, clinical-record review, supplemental written clarification, written addenda, third-party portal response, priority handling, direct communication with a housing provider, landlord, property manager, screening company, or other third party, additional provider consultation, or other work beyond basic administrative support may require the purchase of an additional paid service or add-on before such work is performed.

Examples of services that may require an additional fee include, but are not limited to:

  • Landlord, housing-provider, property-manager, or third-party forms;
  • Direct provider verification responses beyond available self-verification or document-verification tools;
  • Supplemental provider documentation responses;
  • Written addenda or provider clarification letters;
  • Review of denial notices, portal messages, third-party objections, or requests for additional information;
  • Provider responses through third-party verification portals;
  • Priority, urgent, or complex documentation handling;
  • Direct provider communication with a housing provider, landlord, property manager, screening company, or other third party;
  • Additional provider consultation or follow-up, if offered and clinically appropriate.

Payment for any additional service or add-on does not guarantee housing-provider approval, third-party acceptance, waiver of pet fees, waiver of pet rent, reversal of a denial, refund eligibility, or any other outcome. Any provider response remains subject to the provider’s independent professional judgment, applicable law, your authorization where required, provider availability, and the provider’s determination that the requested response is appropriate.

If you decline or fail to purchase a required add-on for additional provider work or expanded Post-Letter Assistance, the Company may continue to provide included administrative resources where available, but the Company is not required to request, coordinate, or provide unpaid provider work, direct provider response, form completion, supplemental documentation, priority handling, third-party portal response, direct third-party communication, or expanded documentation response services.

If a paid add-on is purchased and the provider determines that the requested service cannot be completed, is not clinically appropriate, is outside the provider’s professional scope, lacks required authorization, or is otherwise not appropriate to provide, the Company may, in its reasonable discretion, issue a refund, credit, alternative support option, or other resolution for that specific add-on only.

Once administrative work, Care Team review, provider review, form completion, supplemental documentation work, provider response, portal response, priority handling, or direct provider communication has begun, the add-on fee is non-refundable except as required by law or as otherwise determined by the Company in its sole discretion.

(e) No Refunds for Issues Outside the Company’s Control

Refunds will not be issued where the denial, delay, objection, refusal, or dispute is based on or related to:

  • Property exemptions or exclusions under applicable law;
  • Animal behavior, aggression, barking, nuisance, sanitation, damage, safety, or direct-threat concerns;
  • Breed, size, weight, species, number-of-animal, insurance, or property-management concerns;
  • Your failure to submit documentation correctly;
  • Your failure to communicate with the housing provider;
  • Your failure to provide written proof of denial, delay, objection, or refusal;
  • Your refusal or failure to sign required authorization;
  • Your refusal or failure to cooperate with Post-Letter Assistance;
  • Inaccurate, incomplete, misleading, or false information provided by you;
  • Housing-provider policies, screening-company rules, portal rules, or third-party verification systems outside the Company’s control;
  • Requests for registrations, certificates, badges, IDs, vests, animal licenses, or materials outside the scope of provider-issued ESA or PSD documentation;
  • Requests for legal opinions, attorney letters, agency complaints, court filings, or legal services;
  • The housing provider’s interpretation of federal, state, local, property, or accommodation law;
  • The need for you to pursue an appeal, attorney review, agency complaint, housing complaint, or other external remedy;
  • Any delay, denial, or dispute unrelated to a correctable administrative issue within the Company’s or provider’s control;
  • Your failure to present the provider-issued ESA or PSD documentation accurately, completely, or in the manner reasonably requested by the housing provider or the Company;
  • Your submission of Company educational materials, Good Neighbor Housing Support materials, Care Team communications, templates, scripts, checklists, sample language, or other support materials as a substitute for provider-issued documentation;
  • Your statement, implication, or representation to a housing provider or other third party that you purchased a prewritten, automatically generated, instant-download, registration-based, certificate-based, or non-clinical letter;
  • Your statement, implication, or representation that the Company diagnosed you, clinically approved you, determined your eligibility, issued medical documentation, or acted as your treating provider;
  • Your failure to accurately explain, where relevant, that the documentation was issued by an independently licensed professional after review, communication, evaluation, provider determination, or other applicable provider-client process;
  • Your use of incomplete, inaccurate, misleading, false, exaggerated, or materially omitted information in communications with a housing provider, property manager, screening company, agency, court, or other third party;
  • Your failure or refusal to provide complete copies of communications, submissions, forms, screenshots, portal messages, emails, letters, attachments, or other materials requested by the Company as part of Post-Letter Assistance or refund review;
  • Any denial, delay, objection, refusal, or dispute caused or contributed to by your inaccurate, incomplete, misleading, false, or materially omitted description of the Company, the Platform, the provider, the evaluation process, the provider-client relationship, the documentation, Good Neighbor Housing Support, or your accommodation request.

(f) No Legal Representation or Guaranteed Housing Outcome

Post-Letter Assistance is administrative support only. The Company does not provide legal advice, legal representation, legal advocacy, or guaranteed housing-provider outcomes. If a housing provider continues to deny, delay, or refuse your request, you may need to contact a qualified attorney, housing authority, fair-housing organization, state or local agency, tenant-rights organization, or other qualified professional.

7) Post-Issuance Finality

Once a valid ESA or PSD letter has been issued, the service is deemed complete and non-refundable, except as expressly provided under Section 1, Licensed Provider Determines You Do Not Clinically Qualify, and Section 6, Housing Provider Support and Post-Letter Assistance. Non-use, delayed access, failure to download, failure to accept delivered documentation, delayed use, inability to use documentation for a desired purpose, or a housing provider’s denial, delay, refusal, non-response, or disagreement does not, by itself, constitute grounds for a refund. Client inactivity prior to completion does not affect the non-refundable nature of services once clinical work has begun or restore refund eligibility.

8) Duplicate Orders

In the case of duplicate purchases, the Company will refund the duplicate order provided no additional clinical work was performed.

9) Refund Processing Time

Refunds approved under this policy will be processed to the original payment method within five (5) to ten (10) business days, subject to third-party payment processor timelines.

Part B — Physical Products and Returns

1) Physical Products (30-Day Returns)

Physical goods purchased through the Platform may be returned within thirty (30) days of delivery if unused and in original packaging.

2) Return Shipping

The Client is responsible for return shipping unless the product is defective.

3) Separate Policies

Refund and return policies for physical goods under this Part B are distinct from the policies governing ESA/PSD evaluations, which are governed solely by Part A above.

4) Custom and Personalized Documentation Packages

Custom and personalized documentation packages are separate from the general physical merchandise return policy above. These packages may include personalized identification cards, certificates, printed documentation, certificate holders, and other materials created specifically for the Client and/or the Client’s animal(s).

Because these products are custom-produced using information supplied by the Client, including names and other individualized information, they cannot be restocked, resold, or reused for another customer. Accordingly, custom and personalized documentation packages are final sale and are not eligible for return, exchange, or refund once production has begun, except where required by law or where the product is materially defective, damaged, or produced incorrectly due to an error by the Company.

Refusing delivery, failing to accept delivery, or returning a personalized package without prior authorization does not make the order eligible for a refund when the package was properly produced and shipped to the address provided by the Client.

If a custom documentation package arrives damaged or contains an error attributable to the Company, the Client should contact support@justbigdogs.com so the Company can review the issue and, when appropriate, provide a corrected or replacement item.

For clarity, the thirty (30) day return policy for physical products applies to standard retail merchandise such as collars, leashes, harnesses, and other non-personalized goods. It does not apply to custom or personalized documentation packages.

How to Request a Refund or Return

Services (ESA/PSD): For general questions, you may email support@justbigdogs.com. For refund requests, contact us with your name and order number. Housing denial requests under Section 6, Housing Provider Support and Post-Letter Assistance, must be submitted via a Post-Letter Assistance request inside your secure portal/application and must include the required documentation. If the requested support requires additional provider work or expanded Post-Letter Assistance, the Company may require purchase of the applicable add-on before that work is assigned or performed.

Products: Email support@justbigdogs.com with your order number and request.