Refund policy
If a licensed Colorado clinician does not approve your letter, you are not charged. Everything else is spelled out below.
Current as of September 2, 2026. Every booking ends in one of three outcomes. Find yours below and the money question answers itself.
Outcome one: the clinician approves you
The hold on your card becomes a charge, and your signed letter arrives within 15 minutes. This is the only outcome in which you pay anything.
From here, corrections are free and unlimited. Colorado landlords and HOA boards frequently come back over a unit number, a date, an animal named differently on the application than on the letter, or a request for the licence number on the face of the document. Every one of those is a same-day reissue at no charge, and it resolves the great majority of objections.
Outcome two: the clinician declines
You pay nothing. The authorisation placed at booking is released and never becomes a charge. Depending on your bank the hold can take three to seven business days to clear from your statement, which is your bank's timing rather than ours.
This outcome exists because Colorado requires it to. Under C.R.S. § 12-245-229 a clinician must reach a genuine judgement about whether a disability exists and whether an assistance animal would help. A service that never declines anyone is not running that process.
Outcome three: something went wrong
Full refund, in each of these cases:
- You were charged despite not being approved. Our error, refunded immediately.
- We could not deliver the consultation, through technical failure or an unavailable clinician with no acceptable alternative time.
- You were billed twice for one letter.
- The letter contains an error we cannot fix by reissuing it.
Where a refund is not the answer
| Situation | What happens instead |
|---|---|
| Your landlord or HOA refused the accommodation | We correct and reissue free if the objection is fixable. If the refusal is of the accommodation itself, that is a Colorado Civil Rights Division matter, and filing is free |
| You changed your mind after approval | The evaluation is the service, and it has been delivered |
| You missed the appointment without cancelling | We always try to rebook first; if you do not respond, the slot is treated as used |
| The information you gave was not accurate | The letter is void and not refundable |
| You cancelled before the consultation | Nothing to refund, because nothing was charged. No cancellation fee |
Asking for one
Email support@coloradoesaletter.org with "Refund request" in the subject, the address you booked under, and roughly when the appointment was. Leave clinical detail out of email. We acknowledge within one business day, decide within five, and approved refunds return to the original payment method within five to ten business days after that.
A word on chargebacks
Come to us first. A chargeback starts an automated process slower than an email and narrower in what it can fix; most of what triggers one we resolve the same day. If you do file, we respond to your bank with the appointment and delivery record.
Refund questions
What is the hold on my card?
An authorisation, not a payment. It becomes a charge only if a Colorado-licensed clinician approves your letter. A decline releases it, and your bank clears it within a few business days.
My HOA said no. Do I get my money back?
Not on that basis, because the decision is outside our control. We first correct and reissue free, since most objections are fixable details. If the accommodation itself is being refused, the Colorado Civil Rights Division is your route and filing is free.
Is there a cancellation or rescheduling fee?
No to both. Cancel any time before the consultation starts and you owe nothing.
Why would a clinician ever decline?
Because Colorado law requires a genuine clinical judgement before an ESA recommendation is issued. A service that approves everyone is not meeting that standard, and its letters are the ones landlords challenge.
How long do refunds take?
Decided within five business days; your bank typically posts an approved refund within five to ten business days after that.
Official sources for this page
Nothing legal on this page is asserted without a source behind it. Open them and read the originals rather than taking our summary on trust.
- FTC Consumer Advice — Disputing credit card chargesYour federal rights when a charge looks wrong and how disputes run.
- CFPB — Credit cardsFederal guidance on billing rights, authorisations and holds.
- Colorado Attorney General — Consumer ProtectionWhere to complain if a Colorado business will not resolve a billing problem.
- Colorado Attorney General — File a complaintThe state's consumer complaint process.
- Colorado DORA — bona fide provider-patient relationship requiredWhy a genuine evaluation, and therefore the possibility of a decline, is not optional here.
- Colorado Civil Rights DivisionThe route when the problem is a refused accommodation rather than a billing issue.