Refund policy

Effective September 2, 2026. The short version: if a licensed Arizona clinician does not approve your letter, you are not charged. Here is the full detail.

You pay only if you are approved

Your card is authorized when you book and captured only after a clinician signs your letter. If the clinician declines, the authorization is released and no money leaves your account. Depending on your bank, a released authorization can take three to seven business days to disappear from your statement. That is your bank's timing, not ours.

When we refund in full

• You were charged but not approved. If that ever happens, it is our error and we refund the whole amount immediately.
• We could not deliver your consultation. Technical failure on our side, or a clinician unavailable and no acceptable alternative time.
• You cancel before your consultation starts. Cancel at any point before the appointment begins and you owe nothing.
• Duplicate charge. Billed twice for one letter? Refunded in full, no questions.
• An error we cannot fix. If a mistake in your letter cannot be corrected by re-issuing it, we refund you.

When we fix rather than refund

If your housing provider objects to something about the letter, our first step is to correct and re-issue it at no charge. Most objections are about a detail: a missing unit number, an animal named differently on the lease application, a date, a request for the provider's license number on the face of the letter. These are fixed the same day and the fix usually resolves it.

When we do not refund

• Your landlord said no. We sell a clinical evaluation and the resulting documentation, not an outcome. No provider can guarantee a housing provider's decision, and one that claims to is not being straight with you.
• You changed your mind after approval. Once the clinician has evaluated you and signed the letter, the service has been delivered.
• You did not attend. If you miss your appointment without cancelling and do not respond to rescheduling attempts, the consultation slot is treated as used. We will always try to rebook you first.
• Information was misrepresented. If a letter was obtained by giving false information, it is void and not refundable.

How to request a refund

1. Email support@arizonaesaletter.org with the subject "Refund request".
2. Include the email address you booked with and the approximate date of your appointment.
3. Tell us briefly what happened. Please leave out clinical details.

We acknowledge within one business day and decide within five. Approved refunds are issued to the original payment method and typically appear within five to ten business days.

Chargebacks

Please contact us before disputing a charge with your bank. A chargeback triggers an automated process that is slower than simply emailing us, and in most cases we can resolve it the same day. If you do file one, we will respond to your bank with the appointment and delivery record.