Pay only if approved
Booking an evaluation is free. You are charged only if the clinician finds a letter appropriate and approves it: $149 for a letter covering one or two dogs, or $229 for a letter covering three dogs. If the clinician does not approve a letter, you are not charged, so there is nothing to refund.
Issued letters are non-refundable
Once a letter has been issued to you, the fee is non-refundable. This includes situations where a housing provider, airline or other third party declines your request, because those decisions are outside our control and every request is assessed individually. It also includes a change of plans after the letter is issued.
Errors on our part
If your letter contains an error on our part, such as a misspelled name, the wrong dog's name, an incorrect date or incorrect clinician license details, email us and we will correct it and send you a corrected letter at no cost. If we are unable to correct an error that we made, we will refund the fee for that letter.
- Email support@usapsdletter.com from the address you booked with
- Describe exactly what is wrong and what it should say
- We will review the request and send a corrected letter or, if we cannot correct our error, a refund
Changes that are not errors
Changes needed because of information you gave incorrectly, or because your circumstances changed after the letter was issued (for example, a new dog or a move), are not errors on our part. Contact us and we will explain your options.
Missed or rescheduled evaluations
Because booking is free, there is no charge for rescheduling or missing an evaluation. Please email us if you need a new time.
Duplicate charges
If you were charged more than once for the same letter, or charged when no letter was approved, email us and we will refund the incorrect charge.
How refunds are paid
Approved refunds are returned to the original payment method. The time it takes to appear depends on your bank or card issuer.
Contact
Questions about this policy can be sent to support@usapsdletter.com.
Questions about this page? Email support@usapsdletter.com.