Thank you for choosing Pets52!

We hope you're completely satisfied with your Pets52 experience. If you're not, please review our Refund Policy below.

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Refund Policy for ESA letter purchases

You may be eligible for a refund in the following cases:

Denied ESA Request:

If your request for an ESA letter is denied after your consultation with a licensed therapist, you are eligible for a full refund.

Denied by your landlord or building manager:

If your landlord or building manager denies your ESA letter you are eligible for a full refund.

No Contact Within Two Business Days:

If you are not contacted by an Pets52 associate or licensed therapist within two business days (via phone or email) after being assigned a therapist, you are eligible for a full refund.

After Consultation:

If you request a refund after completing a successful consultation with one of our therapists, you qualify for a refund minus a $25 administrative fee.

Non-Refundable Situations

You are not eligible for a full refund in the following cases:

Unreachable Clients:

Once a therapist is assigned, they will attempt to contact you via phone, email, or SMS. If you are unreachable within 48 hours, you will receive a full refund minus a $25 administrative fee. All communication and call attempts will be documented.

To avoid delays:

• Ensure your contact information is accurate and up-to-date.
• Inform us if you require reasonable accommodations.
• Notify us promptly of any changes to your contact details.

Membership Cancellation:

As detailed in our Terms and Conditions, all Pets52 memberships require a 12 month commitment paid either monthly or annually. When purchasing a discounted Pets52 product or service, you are committing to a membership for a minimum of 12 months. This commitment is non-refundable. 

How to Request a Refund

If you believe you qualify for a refund, please email our support team at customersupport@pets52.com. Include your first and last name and the reason for your request. Once submitted, you’ll receive a confirmation email with additional details, and we will respond within 24 hours.

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