How Refunds Work
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 PetHousingRights’ 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.
How to Request a Refund
Email support@pethousingrights.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.
Refund Categories
The outcome of a refund request depends on the situation:
| Situation | Outcome |
|---|---|
| A licensed provider determines you do not qualify | Full refund |
| Duplicate or erroneous charge | Full refund |
| PetHousingRights fails to deliver, or a provider is unable to complete the service | Full refund |
| You cancel before professional work on your order begins | Full refund |
| A qualifying housing-denial claim under this Refund Policy | Full refund |
| A standalone Additional-Documentation / Reasonable-Accommodation add-on the reviewing provider does not approve | Full add-on refund |
| You cancel after professional work has been completed (change of mind) | Discretionary — up to $40 may be retained |
| A housing-denial claim that does not meet the criteria below | No guaranteed refund; a discretionary partial refund may be offered |
| Completed evaluation or letter already issued, where no guarantee category applies | Generally non-refundable; discretionary only |
| Discretionary goodwill (no other category applies) | Case by case — up to $40 may be retained |
| Subscription renewal | Governed by the renewal terms below; cancel anytime from your account |
| ESA + Reasonable-Accommodation or PSD + Reasonable-Accommodation bundle | Reviewed by component under the rules above |
| Payment dispute / chargeback | Handled through the dispute process (see below) |
Provider non-qualification is a full-refund category for both ESA and PSD orders. No fee is retained on any full-refund category.
Housing-Denial Review — How a Claim Qualifies
A housing provider saying “no” does not automatically qualify an order for a refund. A housing-denial claim qualifies for the guarantee when PetHousingRights 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 PetHousingRights’ 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 PetHousingRights 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.
Evidence We May Consider
Examples of evidence PetHousingRights 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 PetHousingRights 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.
PetHousingRights 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.
Professional Evaluation & Administrative Services Fee (up to $40)
Where PetHousingRights approves a discretionary partial or goodwill refund after the professional evaluation, provider review, letter preparation, or other substantial professional work has already been completed, PetHousingRights may retain up to $40 as a professional evaluation and administrative services fee.
This fee:
- is discretionary and case-specific — it is not deducted from every refund;
- never exceeds the amount you actually paid (for discounted orders, it is capped accordingly);
- applies only when PetHousingRights voluntarily approves a partial or goodwill refund;
- reflects work already performed (assessment and intake processing, licensed-provider review coordination, document preparation, compliance review, payment processing, and case administration); and
- remains a manual support/finance decision.
It may apply when you change your mind after professional work is completed, or when a housing-denial request lacks sufficient verifiable evidence but PetHousingRights nevertheless approves a discretionary partial refund.
It does not apply to: provider non-qualification; a duplicate or erroneous charge; PetHousingRights’ failure to deliver; a provider being unable to complete the service; cancellation before professional 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. It is not an automatic deduction, not a mandatory charge, and not a fee applied to every refund. This provision is subject to applicable law.
Timing, Discounts, Subscriptions & Bundles
Approved refunds are generally issued promptly by PetHousingRights. 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.
When to Submit Your Request
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 PetHousingRights did not deliver the service, contact us as soon as you are aware of the issue.
Payment Disputes & Your Rights
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 — PetHousingRights 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.
Fair-Housing Resources
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. PetHousingRights reviews refund eligibility under this policy only and does not provide legal representation.
Review & Changes
Refund decisions are made by PetHousingRights 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; the “Last Updated” date above reflects the current version. Questions? Email support@pethousingrights.com.