Refund policy: if no letter is issued, you pay nothing
Our refund promise is simple, and we would rather explain every case up front than argue about it later. Here is exactly when you get your money back, how fast, and the two situations where you don't.
When you get a full refund
| Situation | Refund |
|---|---|
| Your clinician decides a letter is not appropriate, for any clinical reason | Full refund |
| We cannot match you with a clinician licensed in your state | Full refund |
| Your state's rules cannot be met in a way that works for you, and you ask to cancel before your evaluation | Full refund |
| You change your mind before your evaluation has taken place | Full refund |
| You were charged twice or charged the wrong amount | Refund of the extra amount |
| You chose a larger plan than you needed and tell us before your evaluation | Refund of the difference |
When a refund is not available
Two situations are different, because the clinician has already done the work.
- Your letter was issued and delivered. The evaluation took place and the clinician wrote the letter you paid for. If your housing provider has questions, we help you answer them at no charge, but the evaluation fee is not refunded.
- You stopped responding. If we and your clinician cannot reach you to hold your evaluation for 30 days after payment, despite emails and texts, your order is closed. Write to us within 90 days of payment and we will reopen it.
How refunds work
We issue it
As soon as your clinician closes your file without a letter, or you cancel before your evaluation, we refund through Stripe to the card you used. You do not have to ask.
Your bank posts it
Refunds usually appear within 5 to 10 business days, depending on your bank. Stripe emails you a receipt.
Nothing else to do
No forms and no return of anything. If you do not see it after 10 business days, email us with your reference.
Refund questions
My landlord rejected my letter. Can I get a refund?
Your letter was issued after a real evaluation, so the evaluation fee is not refunded. What we do instead is help: we verify the letter for your landlord, help you respond in writing, and point you to your state agency if the denial does not rest on a lawful reason. Most rejections are resolved once the landlord verifies the letter.
How do I cancel before my evaluation?
Reply to any of our emails or write to info@getpetesa.com with your reference number. We refund you in full the same business day when possible.
Do you refund in cash or store credit?
Refunds always go back to the original payment method through Stripe. We never substitute store credit.
Is the refund policy the same in Spanish?
Yes. Every promise on this page applies equally to clients who use the site in Spanish.
No letter, no charge
Take the free assessment. You only pay after it, and you get every dollar back if no letter is issued.