Terms and Conditions of Use and Service

Effective Date: June 22, 2026

These Terms and Conditions (the “Terms”) constitute a legally binding agreement between you (“you,” “Client,” or “User”) and JustBigDogs.com, including its affiliates, successors, and assigns (the “Company,” “we,” “us,” or “our”). By accessing, using, or purchasing through the Company’s website and related services (collectively, the “Platform”), you acknowledge that you have read, understood, and agree to be bound by these Terms.

If you do not agree with these Terms in their entirety, you must not use the Platform.

Article I. Eligibility and General Use

1.1 Minimum Age. The Platform is intended solely for individuals who are eighteen (18) years of age or older. By using the Platform, you represent and warrant that you meet this requirement.

1.2 Lawful Use. You shall use the Platform only for lawful purposes, in compliance with all applicable laws and these Terms. Misrepresentation, falsification of information, or unlawful conduct may result in immediate suspension or termination of your account and potential legal action.

1.3 Account Responsibility. You are solely responsible for maintaining the confidentiality of your login credentials and for all activity conducted under your account. The Company may suspend or terminate any account that violates these Terms.

Article II. Intellectual Property

2.1 Ownership. All content, trademarks, service marks, logos, software, and other intellectual property displayed on or made available through the Platform are the property of the Company or its licensors, and are protected by applicable intellectual property laws.

2.2 Restrictions. You shall not copy, reproduce, modify, distribute, display, create derivative works from, or otherwise exploit the Company’s intellectual property without the Company’s express prior written consent.

Article III. Clinical Services,  Assessments and Completion

3.1 Independent Providers. All evaluations for Emotional Support Animal (“ESA”) letters and Psychiatric Service Dog (“PSD”) documentation are performed exclusively by independently licensed mental health professionals (“LMHPs”). The Company does not itself provide medical, psychiatric, or clinical services.

No Medical Determination by Platform. Just Big Dogs is not a healthcare provider and does not diagnose, treat, or determine eligibility for Emotional Support Animals (ESA) or Psychiatric Service Dogs (PSD). Any screening, scoring, or eligibility indicators provided by the platform are non-clinical and for informational purposes only. All eligibility determinations, if any, are made solely by independently licensed healthcare professionals based on their professional clinical judgment and the evaluation they conduct in accordance with applicable laws and standards of care. JustBigDogs.com is not a medical provider and does not issue medical documentation. The platform facilitates the connection between clients and independently licensed clinicians.

Payments processed through third-party payment processors (including PayPal and others) are for services rendered by licensed professionals. Once services are rendered, charges are non-refundable and non-reversible. Client non-participation or failure to respond does not affect the non-refundable nature of services once initiated. 

3.2 Assessment Disclaimer. Any assessment forms available on the Platform are designed solely to collect relevant intake information. They do not constitute medical advice, a diagnosis, or a guarantee of eligibility. Final determinations regarding ESA or PSD documentation are made exclusively by LMHPs, in their sole clinical judgment and in accordance with applicable law.

3.3 Scope of Rights. ESA documentation is recognized under applicable housing laws. ESAs do not have public access rights under the Americans with Disabilities Act (ADA) and are not recognized for airline travel under the Air Carrier Access Act. PSDs may have different rights, provided that the animal is task-trained and the Client meets statutory requirements.

3.4 Service Completion & Documentation Acceptance

Professional services are considered rendered through the initiation and performance of clinical work, including provider acceptance, application review, outreach, evaluation, and related actions.

Documentation delivery represents the completion of the evaluation process, where applicable, but is not required for services to be considered rendered where the Client fails to participate or complete the process.

Clients are required to access and accept the delivered documentation in order to download it.

If documentation has been delivered and the client does not access or accept the documentation within forty-five (45) days of delivery, the application will be automatically marked as accepted and complete.

Automatic acceptance reflects that:

• The clinical evaluation was completed
• Documentation was issued by a licensed provider
• The service was rendered and made available to the client

Automatic acceptance does not limit the client’s ability to contact support regarding administrative questions or corrections. For avoidance of doubt, acceptance reflects acknowledgment of service completion and delivery, not agreement with any clinical determination.

3.4.1 Inactive Applications. If documentation has not yet been issued and the client becomes unresponsive during the evaluation process, the application may be placed on hold or closed in accordance with Article IV. Such status handling does not affect the non-refundable nature of services once clinical work has begun.

3.5 Proof of Delivery and Access

The Company maintains system records of application activity, including but not limited to:

• Provider assignment and engagement
• Client communications
• Document delivery timestamps
• Document access, viewing, and download activity

These records shall serve as conclusive evidence that services were delivered and made available to the Client.

Failure by the Client to access, download, retain, or acknowledge delivered documentation does not constitute non-delivery of services.

Article IV. Refunds and Cancellations

4.1 100% Money-Back Guarantee If the Licensed Provider Determines You Do Not Clinically Qualify.  If, after review, an LMHP determines that you do not clinically qualify for an ESA or PSD letter, the Company shall issue a full refund of fees paid for that evaluation, exclusive of postage, shipping, hard-copy documentation, or fulfillment costs already incurred.

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.

4.2 Pre-Consultation Cancellations. If you request cancellation prior to any LMHP commencing review of your application, you shall be entitled to a full refund. For clarity, this applies only if your application has not yet entered ‘In Process’ status. Please see our Refunds & Returns Policy for full details. 

4.3 Commencement of Clinical Work. Once your application enters In Process, clinical work is deemed to have begun. Clinical work may include application file review, provider acceptance, outreach, requests for additional information, or other actions taken in connection with a clinical evaluation. Once your application enters In Process, all fees become non-refundable, except as provided in Sections 4.1 and 4.5. This applies regardless of whether the evaluation is completed, delayed, or interrupted due to client inactivity.

4.3.1 On Hold/Awaiting Client Status. If you become unresponsive after your application has entered In Process, your application may be placed on On Hold status after a period of inactivity. During On Hold status, your application remains inactive pending your response, and the application will not progress until the Client responds.

4.3.1.1 Inactivity Timing

Applications may be placed on On Hold status after approximately 7–10 days of client inactivity following provider outreach, at the Company’s discretion.

4.3.2 Reactivation During On Hold. An application placed on On Hold may be reactivated within thirty (30) days of being placed on hold, provided that you contact customer support Care Team to resume the process.

4.3.3 Closed Status. If no response is received within thirty (30) days after your application is placed On Hold, your application will be moved to Closed status.

4.3.3.1 Prior Outreach Consideration

The Company may consider prior outreach attempts and historical inactivity when determining application status. The Company is not obligated to restart outreach cycles for applications that have already demonstrated extended periods of non-response.

4.3.4 Effect of Closure

Once an application is moved to Closed status:
(a) the application is no longer active;
(b) no refund shall be issued;
(c) the Company and provider shall have no further obligation to continue work on that application; and
(d) a new application is required if you wish to continue services.

(e) inactivity or failure to respond does not entitle the Client to a refund or reversal of charges.

(f) Service Deemed Rendered Upon Closure

Upon placement of an application into Closed status, the Client acknowledges and agrees that:

• The professional service has been initiated and materially performed, including but not limited to provider acceptance, application review, outreach attempts, scheduling efforts, and evaluation-related actions;
• The Company and/or provider have made reasonable and multiple attempts to engage the Client and complete the evaluation process;
• The Client’s failure to respond, attend scheduled appointments, or otherwise participate constitutes non-participation;

Accordingly:

• The service shall be deemed rendered and fulfilled for all billing, legal, and dispute purposes;
• The Client waives any claim that services were not delivered due to their own inactivity or failure to participate;
• No refunds, chargebacks, or reversals shall be granted based on non-completion caused by Client inaction.

The Client acknowledges that availability of services, provider engagement, and documented outreach attempts constitute fulfillment of the Company’s obligations, regardless of whether the Client completes the evaluation.

4.3.5 Missed Appointments and Non-Participation

Failure to attend scheduled appointments, respond to provider outreach, or otherwise participate in the evaluation process shall be considered Client non-participation.

The Company and its providers are not responsible for incomplete or unfulfilled services resulting from Client inaction. Missed appointments or lack of engagement do not entitle the Client to any refund, credit, or reactivation of a closed application.

4.4 Thirty-Day Relationship States. Certain states, including California, Arkansas, Iowa, Louisiana, and Montana (collectively, 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 shall become non-refundable except as provided in Sections 4.1 and 4.5. During the required thirty (30) day provider-client relationship period, standard inactivity timelines, including placement on On Hold status, may be delayed or adjusted at the Company’s discretion to allow for completion of the required relationship period. Following the completion of the required relationship period, applications may then be subject to standard inactivity, On Hold, and closure procedures as outlined in Section 4.3.

4.5 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, the Client 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 the Client completes the Post-Letter Assistance process described in this Section.

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

1. submit a Post-Letter Assistance request through the secure portal or application within thirty (30) days after the ESA letter is issued;
2. provide written proof of the housing provider’s denial, delay, objection, verification request, or refusal;
3. provide all documents, communications, forms, screenshots, portal notices, and other information requested by the Company;
4. sign any authorization reasonably required to permit communication with the housing provider, property manager, screening company, provider, or other relevant third party;
5. cooperate reasonably with the Company, Care Team, provider, and support process;
6. 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 support.

A refund request related to a housing-provider issue will not be reviewed or considered while required documentation is missing, the Client has not provided written proof of denial or objection, the Client has not signed a required authorization, the Client has 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 the Client bypasses, refuses, or abandons the Post-Letter Assistance process.

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 the Client received access to the Platform, whether the Client was 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.

After the Client completes 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, account credit, partial refund, full refund, referral to outside housing, legal, agency, or fair-housing resources, or no further action.

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.

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.

4.5.1 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:

(a) landlord, housing-provider, property-manager, or third-party forms;

(b) direct provider verification responses beyond available self-verification or document-verification tools;

(c) supplemental provider documentation responses;

(d) written addenda or provider clarification letters;

(e) review of denial notices, portal messages, third-party objections, or requests for additional information;

(f) provider responses through third-party verification portals;

(g) priority, urgent, or complex documentation handling;

(h) direct provider communication with a housing provider, landlord, property manager, screening company, or other third party; and

(i) 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, Client authorization where required, provider availability, and the provider’s determination that the requested response is appropriate.

If a Client declines or fails 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 Client 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.

4.6 Post-Issuance Finality. Once a valid ESA or PSD letter has been issued, the service shall be deemed complete and non-refundable except as expressly provided under Sections 4.1 and 4.5. Non-use, delayed access, request or failure to accept delivered documentation does not constitute grounds for refund.

4.7 Duplicate Orders. In the case of duplicate purchases, the Company shall refund the duplicate order provided no additional clinical work was performed.

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

Article V. Physical Products and Returns

5.1 Physical Products. Physical goods purchased through the Platform may be returned within thirty (30) days of delivery if unused and in original packaging. The Client shall be responsible for return shipping unless the product is defective.

5.2 Non-Applicability. Refund and return policies for physical goods under this Article are distinct from the policies governing ESA/PSD evaluations, which are governed solely by Article IV.

 5.3 Client Responsibility for Fulfillment Information

In order to fulfill and ship physical products, including documentation packages, the Client is required to provide accurate and complete information, including but not limited to shipping address and any required supporting materials (such as pet photographs), as requested by the Company.
The Company shall not be responsible for delays or failure to fulfill physical product orders resulting from the Client’s failure to provide required information.
The Company may make reasonable attempts to contact the Client to obtain such information. If the Client does not provide the required information after such outreach, the order will remain unfulfilled and may be placed on hold until the necessary information is received.
Failure to provide required information does not constitute non-delivery of goods or services and does not entitle the Client to a refund, chargeback, or reversal of payment.
The Client may provide the required information at a later date, at which time the Company may proceed with fulfillment.

Article VI. Communications and Consent

6.1 SMS Messaging. By providing a telephone number, you consent to receive SMS communications regarding application status, account support, and related notifications. Message and data rates may apply. You may revoke consent at any time by replying “STOP.”

6.2 Required Carrier Consent Language. By submitting any form on the Platform, you expressly consent to receive customer care messages from the Company. Consent is not a condition of purchase. Message and data rates may apply. Message frequency varies. You may unsubscribe at any time by replying “STOP” or clicking the unsubscribe link (where available), or request assistance by replying “HELP.” Please review our Privacy Policy and these Terms for further details.

6.3 Care Team Support. You expressly authorize the Company’s Care Team to facilitate administrative communication between you and your LMHP, including clarifying missing information. Care Team entries will be clearly identified and logged. Clinical content will not be altered by the Company.

6.3.1 Good Neighbor Housing Support and Educational Resources.

The Company may provide Clients with educational resources, support materials, guides, scripts, templates, checklists, example communications, informational tools, and similar materials, including but not limited to Good Neighbor Housing Support, in connection with ESA or PSD-related referral, coordination, administrative, or support services.

Good Neighbor Housing Support may be made available after provider-issued documentation is approved, delivered, or otherwise made available through the Platform. Access to Good Neighbor Housing Support is provided as an educational, organizational, and customer-support resource only. It does not create any additional clinical service, legal service, housing guarantee, refund right, or obligation by the Company to obtain any particular outcome.

These materials are intended to help Clients better understand general next steps, communication practices, documentation organization, recordkeeping, and support options that may arise after provider-issued documentation becomes available. They are not intended to replace professional legal advice, provider-issued documentation, clinical judgment, or any applicable housing-provider, agency, court, or third-party process.

The Company may provide limited Care Team support through available support channels for general questions about using the resource, organizing documentation, or routing provider verification or clarification requests where appropriate. Such support is limited to administrative, educational, documentation-organization, and general customer-support assistance. It does not include legal advice, legal strategy, legal representation, or any guarantee of a housing-provider, property-manager, third-party verification, agency, court, or other third-party outcome.

Certain Post-Letter Assistance, provider verification, form-completion, supplemental documentation, third-party response, priority handling, or additional provider consultation services may require a separate paid add-on as described in Section 4.5.1.

The Company is not a law firm, does not provide legal advice, does not provide legal representation, and does not act as a Client’s attorney, legal advocate, legal agent, or legal representative in any legal, administrative, housing, agency, or court proceeding. Any educational resources, support materials, scripts, templates, example language, or Care Team communications are not a substitute for advice from an attorney, housing authority, state or local agency, fair-housing organization, or other qualified professional.

Any scripts, templates, sample messages, suggested responses, checklists, example language, or communication examples provided by the Company, including through Good Neighbor Housing Support, Post-Letter Assistance materials, Care Team communications, or other support materials, are examples only. They are not legal advice, legal instructions, required statements, guaranteed language, or a promise of any outcome.

Clients are solely responsible for reviewing, editing, and determining whether any example language is appropriate before using it. Clients shall not copy, paste, submit, or rely on any example language unless it is truthful, accurate, complete, not misleading, and consistent with the Client’s actual provider relationship, documentation, animal status, housing situation, disability-related need, and all other material facts.

Clients shall not use Company materials, Care Team communications, example language, scripts, templates, or educational resources to exaggerate, hide facts, misrepresent a provider relationship, misrepresent clinical documentation, misrepresent animal status, misrepresent a disability-related need, avoid a legitimate verification process, or create a false impression about any documentation, accommodation request, housing situation, or other material fact.

The Company does not guarantee that any landlord, housing provider, property manager, third-party screening company, government agency, court, or other third party will accept, approve, validate, or act upon any documentation, communication, request, response, form, verification, accommodation request, script, template, suggested language, or example communication.

The Company does not guarantee that use of any script, template, sample message, suggested response, checklist, example language, or communication example will result in approval, acceptance, validation, fee removal, dispute resolution, prevention of housing action, refund eligibility, or any other outcome.

Clients remain solely responsible for providing truthful, accurate, and complete information to housing providers, property managers, third-party verification platforms, agencies, courts, and any other third parties. Clients are also solely responsible for deciding whether to use, edit, disregard, or seek professional review of any Company-provided educational material, script, template, checklist, example language, or support resource.

Use of Good Neighbor Housing Support and similar educational resources is optional and supplemental. Clients are not required to use these materials as a condition of receiving provider-issued documentation. However, if a Client requests Care Team support, Post-Letter Assistance, provider verification coordination, refund review, or other Company support related to a housing-provider question, delay, denial, form, verification request, or third-party review, the Company may require the Client to provide requested information, submit relevant documentation, sign any required authorization, and reasonably cooperate with the applicable support process.

The Company may, at its discretion, provide general administrative support, help organize documentation, suggest general communication language, route provider verification or clarification requests where appropriate, or provide general information about available support processes. The Company is not obligated to complete forms, file complaints, pursue claims, meet legal deadlines, communicate with any third party, obtain provider action, obtain housing-provider approval, or take any action beyond the support expressly offered by the Company.

Clients should consult a qualified attorney, housing authority, state or local agency, fair-housing organization, or other qualified professional for legal advice, legal strategy, agency filings, lawsuits, eviction defense, formal deadlines, housing rights questions, or other legal matters.

Access to or use of Good Neighbor Housing Support or any related educational resource does not create, expand, or modify any clinical provider-client relationship, provider determination, ESA/PSD documentation, housing right, legal right, refund right, accommodation right, or guarantee under these Terms.

Any animal behavior, housing-readiness, calm-space, noise, damage-prevention, cleanliness, common-area, or responsible animal-living guidance provided by the Company is for general educational purposes only. The Company is not a dog trainer, animal trainer, veterinarian, veterinary behaviorist, animal behavior professional, or animal-safety expert, and does not provide animal training, veterinary advice, behavioral treatment, safety evaluations, or guarantees regarding any animal’s behavior, suitability, safety, housing conduct, or future actions. Clients remain solely responsible for the care, supervision, control, behavior, safety, cleanliness, and legal compliance of their animal.

6.4 Account Status and Access Control

The Company reserves the right to designate user accounts as Active, Inactive, or Suspended for administrative, operational, compliance, or security purposes.

• Active: Full access to the Platform
• Inactive: Limited access due to inactivity or administrative status
• Suspended: Restricted access due to violations, disputes, or misuse

The Client acknowledges and agrees that:

• Access to the Platform may be limited, restricted, suspended, or revoked;
• Such restrictions do not affect the validity of services already rendered;
• Any documentation or services made available prior to restriction shall be considered delivered and fulfilled.

6.4.1 Account Deletion Requests

Users may request deletion of their account through the “Delete Account” option in Settings, available through the Platform, including the Company’s mobile application and website where account creation is supported. The deletion request may be initiated entirely through the Platform, and no phone call, email, or other customer-service contact is required in order to submit the request.

Because the Platform facilitates services involving independently licensed professionals, clinical evaluations, ESA and PSD documentation, and records that may constitute medical, health, financial, transactional, or compliance-related records, account deletion is not immediate, automatic, or irreversible upon submission. Account deletion requests are processed through a confirmed administrative workflow to verify the request, protect against unauthorized deletion, preserve required records, and comply with applicable legal, regulatory, healthcare, professional-record, financial, and dispute-resolution obligations.

Upon receipt of a valid account deletion request, the Company will review and process the request within a reasonable timeframe, generally within thirty (30) days, unless a longer period is required or permitted by applicable law. Once processed, the Company will disable account access and delete or de-identify personal information from active account systems, except for information that the Company, its service providers, payment processors, or independently licensed professionals are required or permitted to retain.

For avoidance of doubt, an account deletion request does not require the Company or any independently licensed professional to delete records that must be retained under HIPAA, applicable state medical-record retention laws, professional licensing requirements, tax, accounting, payment-processing, fraud-prevention, chargeback, dispute-resolution, legal, regulatory, or contractual obligations. Such retained records may include, without limitation, issued ESA or PSD documentation, clinical or evaluation-related records, provider communications, transaction records, payment records, audit logs, consent records, and records reasonably necessary to demonstrate services rendered, compliance, or legal rights and obligations.

Deletion of an account does not cancel services already rendered, create refund eligibility, waive amounts owed, alter the status of any completed or closed application, affect any dispute or chargeback rights of the Company, or limit the Company’s ability to retain and use records as necessary to comply with applicable law, enforce these Terms, resolve disputes, or protect the rights, safety, and integrity of the Platform.

The Company may send confirmation to the email address associated with the account once the deletion request has been completed.

 6.5 User Reviews, Feedback, and Moderation

The Platform may allow users to submit reviews, feedback, or testimonials (“User Content”) following completion of services. The Company reserves full discretion over the collection, display, and use of such User Content.
Controlled Platform (Not a Public Forum)
User Content submitted through the Platform is part of a privately managed system and does not constitute a public forum. The Company is under no obligation to publish, display, or maintain any User Content.
License to Use Content
By submitting User Content, you grant the Company a worldwide, perpetual, irrevocable, royalty-free license to use, reproduce, modify, publish, display, and distribute such content for operational, marketing, and promotional purposes, including displaying limited identifying information such as first name, general location, and pet details.
Moderation and Removal Rights
Reviews may be moderated based on content-neutral criteria applied without regard to whether the review is positive or negative, including profanity, privacy, health information, threats, spam, false statements, irrelevant content, or unlawful content. The Company will not materially alter the sentiment or meaning of a submitted review.
No Obligation to Respond
The Company may, but is not obligated to, respond to any User Content. Failure to respond does not constitute agreement with or acknowledgment of any statement made.
Accuracy and Responsibility
You represent that any User Content submitted is truthful and based on your actual experience. The Company reserves the right to remove content that cannot be reasonably substantiated.
Removal Requests
Users may request removal of their own submitted content by contacting the Care Team. The Company will review such requests and process them within a reasonable timeframe.

Users agree not to include sensitive personal or health-related information in reviews. The Company reserves the right to remove or redact such content.

The Company reserves the right to modify, suspend, or discontinue the display of reviews at any time without notice.

Article VII. Service Animal Identification & Verification

Identification Cards. Just Big Dogs may offer optional identification cards and verification tools for Emotional Support Animals (ESAs) and Psychiatric Service Dogs (PSDs) as a convenience to customers. Under the Americans with Disabilities Act (ADA), individuals with service animals are not required to carry identification, documentation, or proof. Any identification cards, QR codes, or verification pages provided by Just Big Dogs do not grant, guarantee, or enforce public access rights. Access determinations are governed solely by applicable ADA regulations and the animal’s behavior in public settings.

Article VIII. User Obligations

8.1 Accuracy of Information. You agree to provide complete and accurate information throughout the evaluation process and to cooperate reasonably with requests from your LMHP or the Company.

8.2 Prohibited Conduct. You shall not misuse the Platform, falsify information, attempt unauthorized access to systems, or interfere with Platform functionality.

8.3 Fraud or Misrepresentation. Fraudulent submissions, falsified documentation, or misrepresentation shall void eligibility for services and refunds, and may result in termination of your account and legal action.

 8.4 Client Communications With Third Parties and Presentation of Documentation

Clients are responsible for presenting provider-issued ESA or PSD documentation, the evaluation process, and any related accommodation request truthfully, accurately, completely, and in a non-misleading manner when communicating with landlords, housing providers, property managers, screening companies, agencies, courts, or any other third parties.

Clients shall not state, imply, or create the impression that:

• the Company diagnosed, treated, clinically approved, or determined the Client’s eligibility for ESA or PSD documentation;

• the Company issued medical, psychiatric, psychological, clinical, ESA, or PSD documentation;

• the Client purchased a prewritten, automatically generated, instant-download, registration-based, certificate-based, or non-clinical letter;

• no licensed professional evaluation occurred;

• no provider-client relationship, provider review, clinical communication, telehealth interaction, or provider determination occurred where such process did occur;

• Company educational materials, Good Neighbor Housing Support materials, Care Team communications, templates, scripts, checklists, or example language are themselves provider-issued documentation or legal proof of entitlement;

• the Company guarantees landlord approval, housing-provider acceptance, fee waiver, accommodation approval, or any third-party outcome.

Clients may truthfully identify the Company as a technology, referral, coordination, intake, document-delivery, and administrative support platform, but shall not represent the Company as the clinical provider, treating provider, legal representative, housing advocate, or issuer of provider-issued documentation.

If a Client requests Care Team support, Post-Letter Assistance, provider verification coordination, refund review, or any other Company support related to a housing-provider question, delay, denial, refusal, form, verification request, or third-party review, the Company may require the Client to provide complete copies of all communications, submissions, forms, screenshots, portal messages, emails, letters, and other materials provided to or received from the housing provider or other third party.

The Company may consider the Client’s communications, submissions, statements, omissions, or presentation of the documentation and process when determining whether the Client has reasonably cooperated with the support process and whether any support, correction, clarification, credit, refund, partial refund, or other resolution is appropriate.

Misleading, inaccurate, incomplete, false, or materially omitted information provided by the Client to a housing provider or other third party may result in denial of Post-Letter Assistance, denial of refund review, denial of refund eligibility, account restriction, termination of services, or other action permitted under these Terms.

Article IX. Disclaimers and Limitation of Liability

9.1 Company Role; No Legal Advice; Clinical Services by Licensed Providers.

The Company operates as a telehealth coordination, referral, technology, and administrative support platform. The Company may facilitate connections or referrals between Clients and independently licensed mental health professionals (“LMHPs”) and may provide non-clinical administrative support, intake tools, secure portal access, customer-care communications, documentation delivery support, provider communication support, educational resources, and related platform services.

The Company itself does not diagnose, treat, provide therapy, provide clinical services, issue clinical determinations, or determine whether a Client qualifies for ESA or PSD documentation. ESA and PSD evaluations, clinical determinations, provider-client relationship determinations, and any provider-issued documentation are performed or issued solely by the assigned LMHP, exercising independent professional judgment.

Company-provided resources, including but not limited to Good Neighbor Housing Support, Care Team communications, scripts, templates, checklists, FAQs, articles, educational materials, Post-Letter Assistance communications, and other support materials, are provided for general educational, organizational, and administrative-support purposes only. They do not constitute legal advice, legal representation, medical advice from the Company, psychological advice from the Company, or a guarantee of any housing-provider, property-manager, third-party verification, agency, court, ESA, PSD, public-access, travel, refund, or accommodation outcome.

Nothing in this Section limits or disclaims clinical services, evaluations, or professional judgment provided directly by an assigned LMHP. Clients should consult a qualified attorney, fair-housing organization, housing authority, state or local agency, or other qualified professional for legal advice, legal strategy, agency filings, lawsuits, eviction defense, or other legal matters.

9.2 Limitation of Liability. TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY’S LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THE PLATFORM OR SERVICES SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY THE CLIENT FOR THE SPECIFIC SERVICE OR PRODUCT AT ISSUE.

Article X. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its affiliates, officers, directors, employees, and agents from and against all claims, liabilities, damages, costs, and expenses, including reasonable attorneys’ fees, arising out of your breach of these Terms, your use of the Platform, or your violation of applicable laws.

Article XI. Dispute Resolution and Governing Law

11.1 Arbitration. Any dispute, controversy, or claim arising out of or relating to these Terms shall be resolved exclusively by binding arbitration administered by the American Arbitration Association (AAA) in accordance with its rules. Arbitration shall be conducted on an individual basis only, and class actions are expressly waived.

11.2 Opt-Out Right. You may opt out of arbitration by providing written notice to the Company within thirty (30) days of first using the Platform.

11.3 Governing Law. These Terms shall be governed by and construed under the laws of the State of Delaware, without regard to conflict-of-law principles.

11.4 Chargebacks and Disputes

If a Client initiates a chargeback, dispute, or payment reversal:

• The Company reserves the right to immediately restrict or suspend account access;
• Access to services or documentation may be limited during the dispute process;
• Such restriction does not constitute failure to deliver services previously rendered.

Article XII. Miscellaneous

12.1 Modifications. The Company reserves the right to modify these Terms at any time. The current version will be posted with the Effective Date indicated above. Continued use of the Platform after any update shall constitute acceptance of the revised Terms.

12.2 Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

12.3 Entire Agreement. These Terms constitute the entire agreement between you and the Company regarding use of the Platform and supersede all prior agreements or understandings.

12.4 Contact Information. Questions regarding these Terms shall be directed to support@justbigdogs.com or 855-888-1977.

By accessing or using the Platform, you confirm that you have read, understood, and agreed to be bound by these Terms in their entirety.