Terms & Conditions

Welcome to Our Terms and Conditions

These terms and conditions outline the rules and regulations for the use of Support Pets’s Website.

By accessing this website, we assume you accept these terms and conditions in full and that you are over the age of 18. Do not continue to use Support Pets’s website if you do not accept all of the terms and conditions stated on this page or you are not of legal age. Please review the company’s privacy policy to see how personal information is handled.

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: “Client”, “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We”, “Our” and “Us”, refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect

of provision of the Company’s stated services/products, in accordance with and subject to, prevailing law of United States. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

When visiting this Website and/or send messages, text messages, calls, chats, fill out forms and/or emails to us, you are communicating with us electronically. As such, you consent to receive communications from us electronically.

Company may update these Terms at any time by posting here and/or by emailing you a notification to the email address we have on file.


Support Pets is committed to the accessibility of its electronic and information technologies for individuals with disabilities by meeting the requirements of Section 508 of the Rehabilitation Act. Section 508 requires that individuals with disabilities have access to and use of information and data that is comparable to those who are not individuals with disabilities, unless an undue burden would be imposed on us. More information of Section 508 can be found at American Disability Act Standards, as part of the development process and ongoing website maintenance, Support Pets’s team tests the site using assistive technologies, including screen readers, screen magnifiers, speech recognition software and text-only browsers. Support Pets’s team uses tools, such as the W3C HTML. Validator, WAVE by WebAIM and the Color Contrast Analyzer, to ensure the best experience possible for all visitors.

Should you have any feedback or concerns related to the accessibility of this webpage and resources contained within it, please contact us via email at [email protected]. If applicable, please include the web address, brief description of the issue encountered and your contact information.

Warranties, Advice or Legal Claims

Support Pets provides access or referrals to independent doctors and licensed therapists. Support Pets does not provide legal advice, medical advice, diagnosis or treatment. The Website Content is for educational and informational purposes and is does not provide medical or psychological advice, diagnosis, opinion, treatment or guarantees. We are not a medical clinic, law firm or a substitute for an attorney or mental health professional.


We fully comply the “Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003” (“CAN-SPAM Act”). All emails, newsletters and correspondence received from us are intended to comply with CAN-SPAM. You can click to unsubscribe or opt-out of email communications by clicking unsubscribe. Please note, if you choose to unsubscribe we will be unable to send your ESA documentation and fulfill your order.


We employ the use of cookies. By using Support Pets’s website you consent to the use of cookies in accordance with Support Pets’s privacy policy. Most of the modern day interactive websites use cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our site to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate / advertising partners may also use cookies. Unless otherwise stated, Support Pets and/or it’s licensors own the intellectual property rights for all material on Support Pets. All intellectual property rights are reserved. You may view and/or print pages from for your own personal use subject to restrictions set in these terms and conditions.

You must not:

Republish material from Sell, rent or sub-license material from Reproduce, duplicate or copy material from Redistribute content from Support Pets (unless content is specifically made for redistribution).

This Agreement shall begin on the date hereof. Certain parts of this website offer the opportunity for users to post and exchange opinions, information, material and data (‘Comments’) in areas of the website. Support Pets does not screen, edit, publish or review Comments prior to their appearance on the website and Comments do not reflect the views or opinions of Support Pets, its agents or affiliates. Comments reflect the view and opinion of the person who posts such view or opinion. To the extent permitted by applicable laws Support Pets shall not be responsible or liable for the Comments or for any loss cost, liability, damages or expenses caused and or suffered as a result of any use of and/or posting of and/or appearance of the Comments on this website.

Support Pets reserves the right to monitor all Comments and to remove any Comments which it considers in its absolute discretion to be inappropriate, offensive or otherwise in breach of these Terms and Conditions.

You warrant and represent that:

You are entitled to post the Comments on our website and have all necessary licenses and consents to do so; The Comments do not infringe any intellectual property right, including without limitation copyright, patent or trademark, or other proprietary right of any third party;

The Comments do not contain any defamatory, libelous, offensive, indecent or otherwise unlawful material or material which is an invasion of privacy. The Comments will not be used to solicit or promote business or custom or present commercial activities or unlawful activity.

You hereby grant to Support Pets a non-exclusive royalty-free license to use, reproduce, edit and authorize others to use, reproduce and edit any of your Comments in any and all forms, formats or media.

Hyperlinking to our Content

The following organizations may link to our Web site without prior written approval:

Government agencies; Search engines; News organizations; Online directory distributors when they list us in the directory may link to our Web site in the same manner as they hyperlink to the Web sites of other listed businesses; and System wide Accredited Businesses except soliciting non-profit organizations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Web site. These organizations may link to our home page, to publications or to other Web site information so long as the link: (a) is not in any way misleading; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and (c) fits within the context of the linking party’s site.

We may consider and approve in our sole discretion other link requests from the following types of organizations: commonly-known consumer and/or business information sources such as Chambers of Commerce, American Automobile Association, AARP and Consumers Union; community sites; associations or other groups representing charities, including charity giving sites, online directory distributors; internet portals; accounting, law and consulting firms whose primary clients are businesses; and educational institutions and trade associations.

We will approve link requests from these organizations if we determine that:

The link would not reflect unfavorably on us or our accredited businesses (for example, trade associations or other organizations representing inherently suspect types of business, such as work-at-home opportunities, shall not be allowed to link); (b)the organization does not have an unsatisfactory record with us; (c) the benefit to us from the visibility associated with the hyperlink outweighs the absence of ; and (d) where the link is in the context of general resource information or is otherwise consistent with editorial content in a newsletter or similar product furthering the mission of the organization.

These organizations may link to our home page, to publications or to other Web site information so long as the link:

(a) is not in any way misleading; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and it products or services; and (c) fits within the context of the linking party’s site.

If you are among the organizations listed in paragraph 2 above and are interested in linking to our website, you must notify us by sending an e-mail to [email protected] Please include your name, your organization name, contact information (such as a phone number and/or e-mail address) as well as the URL of your site, a list of any URLs from which you intend to link to our Web site, and a list of the URL(s) on our site to which you would like to link. Allow 2-3 weeks for a response.

Approved organizations may hyperlink to our Web site as follows:

By use of our corporate name; or By use of the uniform resource locator (Web address) being linked to; or By use of any other description of our Web site or material being linked to that makes sense within the context and format of content on the linking party’s site.

No use of Support Pets’s logo or other artwork will be allowed for linking absent a trademark license agreement.


Without prior approval and express written permission, you may not create frames around our Web pages or use other techniques that alter in any way the visual presentation or appearance of our Web site.

Reservation of Rights

We reserve the right at any time and in its sole discretion to request that you remove all links or any particular link to our Web site. You agree to immediately remove all links to our Web site upon such request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuing to link to our Web site, you agree to be bound to and abide by these linking terms and conditions. Removal of links from our website If you find any link on our Web site or any linked web site objectionable for any reason, you may contact us about this. We will consider requests to remove links but will have no obligation to do so or to respond directly to you. Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.

Content Liability We shall have no responsibility or liability for any content appearing on your Web site. You agree to indemnify and defend us against all claims arising out of or based upon your Website. No link(s) may appear on any page on your Web site or within any context containing content or materials that may be interpreted as libelous, obscene or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.


You understand and acknowledge that you assume all risks such as emotional and physiological related to accessing the Company: website, services, content, employees, agents, doctors, therapists or other. You hereby hold the Company and any of its third parties harmless and waive all rights with respect to claims that are unknown or unsuspected. You hereby indemnify the company and all of its third parties for any and all claims that you or a property may suffer out of or in connection with the website or website content or use therein. Company reserves the right at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate with our defense of these claims. You agree that in the event you incur any damages, losses, injuries or death that you have no rights to pursue the Company for damages or to enjoin or restrain the Company from conducting or further developing its business.

Money back guarantee and refunds

You will be provided a full 100% money back refund on your ESA request if you are denied by the doctor and /or mental health provider for any reason and we will even cover the full cost of the Doctor / Mental health provider evaluation fee on your behalf. Refunds on denials are automatically processed by our system back to your original payment method within 30 business days of your purchase.

Please contact us by emailing us at [email protected] be sure to include your full name and ESA#. If the request was made within 24 hours of your purchase or before the doctor has approved, you for an ESA request you may qualify for all or part of your purchase to be refunded. The sooner you get your request into our support team the better we may be able to help you. You will receive an email confirming your request was received and that the refund processed.

Vests that are in new condition and in original packaging can be exchanged or returned. If your vest is not in new condition, there is a 15.00 replacement fee. You will be notified of this fee before any charges are placed on your Credit Card. The customer is responsible for shipping costs to return any items to Support Pets.

Non-custom items like pet tags, leashes, vests, and all other physical goods can be returned for a full refund within 30 days of your purchase. These item(s) must be returned back to our processing department in a brand new, unused condition and returned with its original packaging to provide your refund or exchange. The customer is responsible for shipping costs on all returns and exchanges.

Bundles that include customized items like ID cards and certificates can not be fully refunded.  Non-customized items like vests and leashes in a bundled package can be refunded for 25% of the retail value upon sending the undamaged items, in the original packaging back to our fulfillment center. 

Customized ID cards and/or printed certificates cannot be returned or exchanged.

In the unlikely event, you are denied on housing accommodations with your pet due to a claim that your ESA letter is not valid, we will provide you with the informational resources to assist you. We cannot control entities that refuse to follow federally mandated guidelines to accept your ESA letter and therefore cannot offer a refund should that happen on those rare occasions.

Support Pets, my offer adding a second pet to your Emotional Support Animal status as a promotional or paid service. While the second may be approved by the doctor at their own discretion, this does not guarantee Landlords will allow the second pet without additional fees. Many landlords are welcoming to a second pet but this is not something the doctor can control if one tries to require different rules for the second pet. 
The doctors are unable to provide a separate diagnosis for each specific animal. This is something that rarely comes up, but in the event it does, we want our customers to be fully informed on the best ways to handle their approved Emotional Support Animal(s). *refunds can not be provided in this instance.

For refund inquiries and questions, please email [email protected] or give us a call at 1-855-700-PETS between the hours of 9am and 6pm EST Monday through Friday.

ESA Highlights

      Cover a maximum of 2 pets

      Only available for dogs and cats

      Are provided by licensed doctors and / or mental health professionals

      Valid for up to 1 year maximum at a time.

      ESA’s can be renewed each year by the same or different doctor and/or health professional for up to an additional year for the price available at that time.

      ESA letters cover federal housing laws. While we as a company are unable to enforce all entities to abide by these laws. We urge our customers to educate themselves on these rules so you can stand up for your rights that the federal government put in place to protect Emotional Support Animal owners.

The Support Pets Access Guarantee 

The Support Pets Access Guarantee  (Also referred to as “The Pet Access Guarantee” or “The Red Carpet Guarantee”, hereafter referred to as “The Guarantee”) is an agreement between Support Pets and you, such that Support Pets will refund the full price of the digital Emotional Support Animal (ESA) approval or renewal documents (“The Documents”) in the case that a “qualified access denial” occurs during the duration of your guarantee coverage. 

Coverage begins the later of: (1) 48 hours after The Guarantee is purchased, or (2) when you access The Documents for the first time. Coverage ends at 11:59pm Eastern Time one year after The Guarantee is purchased.

A “qualified access denial” refers to an event in which your “official approved animal” is denied access to a location such as: store, restaurant, hotel, taxi, rideshare, or other public transportation (not including airplanes and interstate trains or bus services). 

The following exclusions apply to The Guarantee: The Guarantee is non-refundable. When the event location has a clearly-posted sign indicating that only service dogs are permitted on the premises at the time of the event, or when the “official approved animal” is behaving in an inappropriate, aggressive, threatening, or disruptive manner at the time of the event, the event is not considered a “qualified access denial”. Only events that take place within the continental United States are eligible to be considered “qualified access denial” events. 

The Guarantee does not cover the purchase price of The Guarantee or any additional items purchased with The Documents, such as certificates or physical documents that were mailed to you or any other physical or digital items purchased. The Guarantee only covers refunds for the purchase price of digital documents.


To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill). Nothing in this disclaimer will:

limit or exclude our or your liability for death or personal injury resulting from negligence; limit or exclude our or your liability for fraud or fraudulent misrepresentation; limit any of our or your liabilities in any way that is not permitted under applicable law; or exclude any of our or your liabilities that may not be excluded under applicable law.

The limitations and exclusions of liability set out in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer or in relation to the subject matter of this disclaimer, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty. To the extent that the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.

Terms for Support Pets

If you have any queries regarding any of our terms, please contact us at [email protected]