Definition of our terms

• Agreement - It refers to the terms and conditions.
• Website, Company - that is RealESALetter.com (owned by RealESALetter FZ LLE)
• Customer, Client - It refers to anyone who fills out the online assessment questionnaire and contacts us for their ESA letter.
• Apply Now - The customer opens our ESA assessment form and fills in the details. It includes the details of the person, his symptoms, the need for an ESA, and the details about the animal.
• Product - It is the result of the order that the client receives according to the initial requirements. In this case, the ESA letter that the customer receives.
• Revision - This is the request made by the customer to revise the final draft based on the initial requirements.
• Support - It is the Company’s structural unit responsible for guiding the clients through the entire process and answering their queries.
• Therapist - The person employed by the Company who provides the consulting services according to the requirements set by the client.

General Terms

By ordering from RealESALetter.com (owned by RealESALetter FZ LLE), you agree to the terms and conditions stated herein.

You must be of legal age to use this website; otherwise, parents or guardians’ supervision is required to use or place an order on this website.

• The United Arab Emirates is our country of domicile.
• Minors under the age of 18 are prohibited from filling out the assessment form without the parent’s or guardian’s supervision.
• We accept payments online using Visa and MasterCard credit/debit cards in AED (or any other agreed currencies).
• The cardholder must retain a copy of transaction records and Merchant policies and rules.

Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of the UAE.

Filling the Assessment Questionnaire and Adding the Details

• The ESA letter order is placed by filling out the online assessment form on the website or contacting the staff team to help you with the process.
• The assessment form specifies the details of the person, the mental or emotional condition/disorder, his need for the ESA, and the details of the animal.
• The customer is responsible for providing accurate information on the form or can request support staff to fill it out and submit it on his/her behalf.

Payment

• The total amount of the product is calculated according to the pricing on the website. The payment could be made in advance, or the customer can pay 50% upfront. The company will only begin the order process after the customer makes the payment.
• In case of transaction failure, the customer should check if there is an anomaly with his/her card, online payment restrictions, and card validity prior to contacting the support staff.

Order Process

• Order Validation - The Company holds the right to recheck the order details via chat or call. In case of any mismatch, the support staff will contact you to clarify and finalize order details.
• Change of Order Details - The customer can contact the support team in case of any change with the order.
• Delivery/Shipment Policy - Since we offer digital services, no actual shipping or delivery is involved. Therefore, the customer will not have to pay any shipping fee. Once the order is complete, we inform the customer through email and text, and he can download the completed order from his account.

RealESALetter.com (owned by RealESALetter FZ LLE) will NOT deal or provide any services or products to any OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

General Policy

• The Company holds the right to remove any content at any time for any reason without prior notification to the customer. The customer should not rely on the content posted on the website. The information on the website is only intended to be advice and may not be accurate.
• All the website content, trademarks, service marks, and logos are owned by RealESALetter.com (owned by Realesaletter FZ LLE). The Company holds all the copyrights and other intellectual property rights under US and foreign laws. If you download material for your personal use, you must hold all copyright and other notices contained in the material. You agree not to access the material by any other means otherwise specifically authorized by us in a written agreement.
• By placing your order atRealESALetter.com (owned by RealESALetter FZ LLE), you are purchasing the product/service for your personal use only.
• The Company will not be held responsible for any cost associated directly or indirectly with the choice of services purchased atRealESALetter.com (owned by RealESALetter FZ LLE).
• The customer should provide proper details and ensure all the material is provided in a timely manner. Failure to provide the required information can delay the processing of the order, and the Company will not be responsible for that.

Money-Back Guarantee Policies

Our money-back guarantee policy allows the customer to request a full reimbursement in any of the following cases.

• Order Cancellation:

  The following rules can be applied if the customer wants to cancel an order.

  • No Therapist Assigned Yet: When the customer requests for order cancellation before the Therapist is assigned, then he/she can claim full compensation.

  • When The Therapist is Assigned: The customer can’t cancel the order once a Therapist has been assigned or the task has been completed.

• Late Delivery:

  In the case of any delay, the customer has the right to claim the Time Delivery Difference Compensation, which will be calculated depending upon the following factors.

  • Initial deadline
  • Time of delay
  • Compensation for the late delivery cannot be provided in any of the following cases.

  If the delay occurs due to any of the actions by the customer. Delay in payment, ‘delay in submission of the required material,’ or being too late to respond to questions from us.

  If the customer receives the product late due to any issue on his/her end, such as issues with the internet, browser, or any system failure.

General Refund Policies

• RealESALetter.com does not guarantee compliance by all airline employees or landlords. Most will follow the requirements outlined by the Federal rules and regulations that govern Emotional Support Animals; some may not.
• If you are denied accommodation by an airline, landlord, or housing management agent due to a claim that your ESA letter is not valid, we will provide you with the informational resources to assist you. YourRealESALetter.com documentation is legally enforceable pursuant to the limitations and regulations of specific jurisdictions.
• Since the housing owners and airlines could ask about the validity of your letter, we agree to provide the respective housing and airline assessment forms to clear their doubts.
• We do not process or grant refunds when third parties beyond our control refuse to comply with the law or follow federally mandated guidelines to accept your ESA letter. In those cases, you are urged to pursue all appropriate legal remedies under the law.
• Consultation: Rejected applications based upon information provided to yourRealESALetter.com Licensed Mental Health Professional will receive a prompt refund, exclusive of a $35 administration fee.
• The application could be rejected due to the factors including;
• Your condition/symptoms do not qualify for the ESA
• You have a physical disability and need a Service Animal, not an ESA
• You are trying to get the letter on behalf of someone else unless he is a minor and under your guardianship
• You are trying to get the letter for your animal, which is wrong because the letter is not for the emotional support animals

• Refunds will be made through bank transfer only.
• Payments: You agree to pay the certification and ESA documentation and delivery fee at the time of your order. The letter is valid for a year, and upon the anniversary date of your letter, we will contact you to renew it.

If you do not want to renew the letter, you can communicate with us about it.

NOTE: Your ESA Letter is provided to you, not to your Emotional Support Animal. Your letter provides you with legal rights regardless of the identity of the animal in your company.

Amendments

Customers agree that the Company can modify the terms and conditions written in the agreement. All changes will be posted on the website, so it is advisable to check the website on a regular basis.