Your use of the Services may now or in the future be subject to your payment of the applicable fees ("Fees"). If you use any paid Services, you must specify a verified account with one of Wellness Wag's PCI-compliant payment processors (for example, PayPal) (the "Payment Processor") that will be used to make payments to Wellness Wag (the "Authorized Payment Method"). Wellness Wag does not itself see or store any of your credit card details. In the future, Wellness Wag may discontinue supporting any particular Payment Processor, or it may support additional Payment Processors. Unless specified otherwise, all amounts payable hereunder shall be paid when due in US dollars, in immediately available funds by the Authorized Payment Method that you specified, in full without set-off, counterclaim or deduction. Use of the third party Payment Processor is subject to such Payment Processor's terms and conditions. IN THE EVENT OF A DISPUTED CHARGE, YOU SHOULD CONTACT WELLNESS WAG FIRST AND ATTEMPT TO RESOLVE THE MATTER WITH OUR CUSTOMER SERVICE REPRESENTATIVES, WHO CAN BE REACHED AT hello@wellnesswag.com. FAILURE TO FIRST CONTACT CUSTOMER SERVICES BY DIRECTLY CONTACTING THE PAYMENT PROCESSOR MAY RESULT IN A LOSS OF APP PRIVILEGES. All payments are exclusive of federal, state, local and foreign taxes, duties, tariffs, levies, withholdings and similar assessments (including without limitation, sales taxes, use taxes and value added taxes), and you agree to bear and be liable for the payment of all such charges (excluding taxes based upon the payee's net income).
At Wellness Wag, we are committed to providing high-quality services to connect you with licensed providers for Emotional Support Animal (ESA) and Psychiatric Service Dog (PSD) letters. Our goal is to ensure that you receive your documents in a timely manner, typically within 24 hours, except in states where a legal waiting period applies (AR, CA, IA, LA, MT).
Please carefully review our refund and cancellation policy below, as it outlines the terms and conditions for any potential refunds. By using our services, you agree to these terms.
A. Service Completion & Delivery
Standard Delivery: We strive to deliver your ESA/PSD letter within 24 hours of approval. For states with specific regulations, please allow up to 30 days as required by law (AR, CA, IA, LA, MT).
Order Confirmation: Upon placing an order, you will receive a confirmation email with details of your purchase. If you do not receive this email, please check your spam folder or contact us immediately at hello@wellnesswag.com.
B. Non-Refundable Services
Once your ESA/PSD letter has been issued by a licensed provider, the service is considered completed and non-refundable. Wellness Wag connects you with a licensed provider, and as such, we do not offer refunds for completed services.
Refunds will not be granted due to a change of mind, a lack of need for the letter, or failure to meet third-party requirements (e.g., airline or housing policies).
C. Grounds for Refund Consideration
Refund requests will only be considered under the following conditions:
- Fraudulent Charges: If you believe a charge on your account is fraudulent, please contact us at hello@wellnesswag.com within 7 days of the transaction. We will investigate and, if verified as fraud, issue a full refund.
- Failure to Deliver: If you did not receive your ESA/PSD letter within the specified timeframe and have not been notified of a delay, you may request a refund. Claims must be submitted within 7 days of the expected delivery date.
- Technical Issues: If there were technical errors on our platform that prevented you from receiving your ESA/PSD letter, please contact us for resolution. Refunds may be issued at our discretion if the issue cannot be resolved,
- Denial of Letter: If your ESA or PSD letter is rejected by your landlord or housing complex, you may qualify for a full refund. To be eligible, you must provide official written documentation of the denial and submit it to hello@wellnesswag.com.
D. Refund Process & Timeframe
- Request Submission: All refund requests must be submitted in writing to hello@wellnesswag.com within 7 days of your purchase. Please include your order number and a detailed explanation of your request.
- Review Process: Our team will review your request and respond within 5 business days. Approved refunds will be processed to your original payment method. Please allow up to 10 business days for the refund to appear on your statement.
- Partial Refunds: If you are eligible for a partial refund (e.g., in cases of delayed delivery where a service was partially rendered), the amount refunded will be determined based on the specific circumstances.
E. Dispute Resolution
- If you have a dispute related to billing or service quality, we encourage you to contact Wellness Wag customer support before initiating a chargeback with your payment provider. Failure to contact us first may result in the suspension of your account.
- Chargebacks: If a chargeback is initiated without first attempting to resolve the matter with Wellness Wag, we reserve the right to dispute the chargeback and may suspend your access to our services until the dispute is resolved.
F. Credit Not Processed
- Please note that any applicable credits or refunds may take up to 10 business days to reflect in your account. If you have not received a credit after this period, please contact us at hello@wellnesswag.com.
G. Unauthorized Use
- Wellness Wag is not responsible for unauthorized use of your payment method. It is your responsibility to secure your account credentials. Any disputes arising from unauthorized use must be addressed directly with your payment provider.
H. Changes to Our Policy
- Wellness Wag reserves the right to modify this refund policy at any time. Any changes will be posted on our website, and continued use of our services implies acceptance of the updated policy.
By using our services, you acknowledge that you have read and agree to our refund and cancellation policy. For any questions or concerns, please contact us at hello@wellnesswag.com.
