Refund Policy

If a licensed provider determines you do not qualify, you receive a full refund. If a housing provider denies your valid letter, you can submit a housing-denial claim for review under this policy. Other requests are handled case by case, as described below.

When we review a housing-denial claim, we decide only whether PawTenant's own refund guarantee applies. This is a refund-eligibility decision, not a legal determination about your landlord, the Fair Housing Act, a HUD complaint, or whether a property is exempt.

Email hello@pawtenant.com or use the refund request in your account. Please submit promptly (see When to Submit Your Request below).

Our team reviews each request against this policy and follows up if we need anything further. Approved refunds are issued to your original payment method. Depending on your bank or payment provider, the credit may take approximately 5–10 business days to appear.

The outcome of a refund request depends on the situation:

Provider non-qualification is a full-refund category for both ESA and PSD orders. No fee is retained on any full-refund category.

A housing provider saying “no” does not automatically qualify an order for a refund. A housing-denial claim qualifies for the guarantee when PawTenant determines, based on the submitted evidence and the criteria in this Refund Policy, that you completed the required accommodation process and the claim falls within PawTenant's published housing-denial guarantee. This decision concerns refund eligibility only and is not a legal determination.

To be reviewed, you must have:

• submitted your accommodation request and your PawTenant letter to the housing provider;
• provided documentation of the housing provider's response; and
• cooperated with our review.

A claim may not meet the criteria when, for example: the denial was only verbal (we will help you request it in writing); no final decision has been made; the housing provider lawfully asked for additional information you have not yet provided; you did not submit your request and letter; the documentation was altered, expired, misused, or submitted for another person; or you decline to cooperate with our review. These are refund-eligibility criteria under this policy, not legal conclusions about the denial.

Examples of evidence PawTenant may consider (no single item is required or automatically sufficient — each claim is reviewed individually):

• A written denial from your landlord or property manager (letter, notice, or email).
• A resident-portal message or screenshot showing the refusal.
• A lease-enforcement communication or formal notice.
• A written reason the accommodation was refused.
• Confirmation that you submitted your accommodation request and PawTenant letter.
• A message requesting additional documentation.
• If you filed one, a HUD or state/local fair-housing complaint or inquiry reference — optional, where available, and never the sole required form of evidence.
• Attorney or fair-housing-organization correspondence.

PawTenant may request additional information reasonably necessary to verify the accommodation request, the housing provider's response, and eligibility under this Refund Policy. Supplying one screenshot, email, complaint number, or notice does not by itself guarantee approval.

If you ask to cancel after documented clinical work on your order has begun, PawTenant retains a $30 professional evaluation and administrative services fee and refunds the remaining amount you paid. Clinical work may include a licensed provider beginning the case review, contacting or calling you about the evaluation, conducting a consultation, or preparing clinical documentation.

This fee:

• applies only to a customer-requested cancellation after documented clinical work begins;
• never exceeds the amount you actually paid;
• reflects clinical and administrative work already performed; and
• is applied manually by PawTenant support or finance after the work record is reviewed.

A disclosed state waiting period, including California’s required provider-client relationship period for emotional support dog documentation, is not a provider determination that you do not qualify. If you cancel because of that waiting period after documented clinical work has begun, the $30 fee applies.

It does not apply to: provider non-qualification or provider rejection; a duplicate or erroneous charge; PawTenant's failure to deliver; a provider being unable to complete the service; cancellation before documented clinical work begins; a qualifying housing-denial claim approved under this Refund Policy; a standalone Additional-Documentation / Reasonable-Accommodation add-on the provider does not approve; or a refund required by applicable law. The fee is not applied merely because an order is marked “Under Review”; PawTenant must have a record that clinical work began. It is not an automatic backend deduction. This provision is subject to applicable law.

Approved refunds are generally issued promptly by PawTenant. Depending on your bank or payment provider, the credit may take approximately 5–10 business days to appear.

Discounted or installment orders are refunded based on the amount actually paid. Subscription renewals are governed by the renewal terms in your account; you may cancel anytime, and cancelling stops future renewals. Bundles are reviewed by component. The standalone Additional-Documentation / Reasonable-Accommodation add-on is fully refundable if the reviewing provider does not approve it.

Please submit your refund request promptly. For a housing-denial claim, submit promptly after you receive the housing provider's final, documented response — that decision may come some time after your letter was delivered. For provider non-qualification, a billing error, or a case where PawTenant did not deliver the service, contact us as soon as you are aware of the issue.

Nothing in this policy limits rights available under applicable law or applicable card-network rules. If a payment dispute is opened, the matter may also be handled through the relevant bank, card issuer, or payment provider. Duplicate recovery is not permitted — PawTenant does not issue a separate refund for the same charge while a chargeback for that charge is pending or has been resolved in your favor.

If you believe a denial was unlawful, you may file a complaint with the U.S. Department of Housing and Urban Development (HUD) at hud.gov/reporthousingdiscrimination or 1-800-669-9777, generally within one year of the last alleged act, or with a state or local fair-housing agency. Filing is free and carries no guaranteed outcome. You may also consult a tenant-rights attorney or a fair-housing organization. PawTenant reviews refund eligibility under this policy only and does not provide legal representation.

Refund decisions are made by PawTenant support and finance under this policy. If you disagree with a decision, reply to your support thread to request a second review. We may update this policy from time to time. Questions? Email hello@pawtenant.com.