Terms And Conditions | ESA & PSD Letters

1. Overview and Agreement to Terms and Conditions

This website, located at officialpets.com, together with any mobile applications, subdomains, or related platforms (collectively, the “Website”), is operated by Official Pets LLC (“we,” “us,” or “our”). The terms “You,” “User,” “Client,” and “Clients” refer to any person who accesses or uses the Website or any services offered through the Website.

Official Pets LLC is not a medical clinic or healthcare provider and is not engaged in the practice of medicine, psychology, psychotherapy, telehealth, or any other licensed healthcare profession. Official Pets LLC operates a technology and administrative platform that connects Clients with independent Licensed Healthcare Providers who conduct evaluations through their own separate practice or independent professional capacity. Official Pets LLC does not supervise, direct, or control the clinical judgment or decision-making of any Licensed Healthcare Provider.

Any information submitted through this Website is limited to non-clinical, non-diagnostic intake questions for the sole purpose of determining general service eligibility and facilitating referral to an independent Licensed Healthcare Provider. All clinical information is collected and maintained exclusively by the independent Licensed Healthcare Provider. Official Pets LLC does not access or control any clinical information.

When a Licensed Healthcare Provider determines that it is appropriate and clinically justified, the provider may issue an Emotional Support Animal (“ESA”) letter or a Psychiatric Service Dog (“PSD”) letter, assessing whether the Client meets the definition of disability under the Americans with Disabilities Act (ADA), Air Carrier Access Act (ACAA), and/or the Fair Housing Act (FHA). Each Client is evaluated individually, and Official Pets LLC does not guarantee that any letter or determination will be issued.

Any content displayed or provided on the Website is for informational purposes only and is not a substitute for professional medical, psychological, psychiatric, or other healthcare advice, diagnosis, or treatment. No provider-patient relationship is created between You and Official Pets LLC by using this Website. A provider-patient relationship is created only between You and the Licensed Healthcare Provider after the Provider performs a formal evaluation.

You should consult your physician, therapist, or other licensed healthcare professional before making any medical or mental-health decisions, including the initiation, modification, or discontinuation of any treatment or medication. You must never disregard professional medical advice based on information obtained from this Website.

If You are experiencing a medical or mental-health emergency or believe You may harm yourself or others, call 911 immediately. You may also contact the Suicide & Crisis Lifeline at 988. Official Pets LLC does not operate a crisis hotline and does not provide emergency or crisis services.

Important Notices

Emotional Support Animal (“ESA”) and Psychiatric Service Dog (“PSD”) evaluations are conducted exclusively by independent Licensed Healthcare Providers. These providers are not employees or agents of Official Pets LLC. They operate entirely as independent Licensed Healthcare Providers through their own separate practices or professional capacities. All determinations regarding clinical need, disability status, and eligibility for an ESA or PSD letter are made solely by the Licensed Healthcare Provider in their independent clinical judgment. Official Pets LLC does not supervise, direct, control, or influence any provider’s clinical decisions.

All information You share during an evaluation is confidential and maintained by the Licensed Healthcare Provider in accordance with applicable state and federal laws. Providers may disclose information only when required by law, including situations involving self-harm, harm to others, abuse, or neglect.

You understand and agree that You—not Official Pets LLC nor any Licensed Healthcare Provider—are entirely responsible for the actions, behavior, and conduct of Your animal(s). You assume all liability for any damages, injuries, legal claims, or disputes involving Your animal(s). A letter issued by a Licensed Healthcare Provider does not certify the training, behavior, temperament, or safety of any animal.

Official Pets LLC does not guarantee or warrant that any third party—including landlords, housing providers, airlines, businesses, or government agencies—will accept an ESA or PSD letter or agree to any requested accommodation. Determinations regarding disability, accommodations, and access rights are made exclusively by the applicable third party.

Regarding Emotional Support Animals (ESAs) and Psychiatric Service Dogs (PSDs)

An ESA letter may assist You in seeking housing accommodations under the Fair Housing Act (FHA). ESAs do not have public-access rights and are not considered Service Animals under the Americans with Disabilities Act (ADA). Misrepresenting an animal as a Service Animal may violate federal or state law. A PSD is a fully trained Service Dog that performs tasks directly related to a mental-health disability. A PSD letter issued by Your assigned Licensed Healthcare Provider is intended solely to help determine, based on the Provider’s independent clinical judgment, whether You meet the criteria for a qualifying disability under the ADA, ACAA, and/or FHA. A PSD letter does not: certify that Your dog is trained, verify that Your dog meets any training standard, or guarantee approval or acceptance by housing providers, airlines, or any other entities.

You are solely responsible for ensuring that Your dog is properly trained to perform disability-related tasks and complies with all applicable Service Animal laws. The U.S. Department of Justice does not recognize letters, registrations, licenses, or certificates from any third party as proof of Service Animal status. For air travel, You must complete the U.S. Department of Transportation “Service Animal Air Transportation Form” and must truthfully self-certify Your dog’s training, behavior, and health.

Agreement to Terms

By accessing the Website or purchasing any product or service, You acknowledge that You have read, understood, and agreed to these Terms and Conditions. You confirm that You are at least eighteen (18) years old and legally capable of entering into agreements. Official Pets LLC may decline service at its sole discretion for any reason.

2. Refund Policy

If an independent Licensed Healthcare Provider determines that You do not qualify for an Emotional Support Animal (“ESA”) letter or a Psychiatric Service Dog (“PSD”) letter, Official Pets LLC will issue a 100% refund.

In the rare instance where a valid ESA or PSD letter does not work as intended with Your housing provider, and after You have cooperated with our efforts to assist in resolving the issue, Official Pets LLC will issue a full refund. You acknowledge that the final decision regarding accommodation of an ESA or PSD request lies with the housing provider. Some housing providers may be misinformed about ESA/PSD laws or may unlawfully refuse accommodation, which may result in denial despite federal protections.

Official Pets LLC will make reasonable efforts to support You in addressing issues related to housing providers; however, changes in federal, state, or local laws or policies are outside our control. Refunds will not be provided for changes in law, policy, or regulatory interpretation that prevent or restrict ESA or PSD accommodations, including situations involving housing, air travel, or public establishments. Refunds will not be issued if an airline, business, or establishment refuses to accommodate Your ESA or PSD. Refunds for PSD letters will be issued only in the unlikely event that a housing provider denies the PSD letter despite applicable legal protections.

3. Payment Processing Agreement

Payment processing services for purchases made through the Website are provided by third-party payment processors, including Stripe. Your use of Stripe’s payment services is subject to the Stripe Services Agreement, which includes the Stripe Connected Account Agreement and Stripe Terms of Service (collectively, the “Stripe Services Agreement”).

By submitting payment information on the Website, You agree to be bound by the Stripe Services Agreement, as it may be modified from time to time by Stripe.

As a condition of Official Pets LLC enabling payment processing services through Stripe, You agree to: provide accurate, current, and complete information as requested, authorize Official Pets LLC to share relevant transaction information with Stripe, and authorize Stripe to process payments, issue refunds, and perform any required account-related actions in accordance with the Stripe Services Agreement. Official Pets LLC does not store Your full payment information and is not responsible for any errors, delays, security incidents, or performance issues arising from Stripe or any third-party payment processor.

4. Disclaimers

4.1 Informational Purposes Only

The Website is informational and educational in nature and is provided solely as general information. All content displayed, linked, or otherwise made available through the Website—including text, images, videos, graphics, articles, and user-submitted information—is not intended to and must not be taken as medical, psychological, psychiatric, legal, or professional advice of any kind.

Official Pets LLC does not guarantee the accuracy, completeness, or timeliness of any information on the Website. Any reliance You place on the Website, or on any products or services obtained through the Website, is strictly at Your own risk.

4.2 No Provider–Patient Relationship With Official Pets LLC

Use of the Website does not create a provider–patient or therapeutic relationship between You and Official Pets LLC. A clinical relationship is formed only between You and the independent Licensed Healthcare Provider who conducts Your evaluation, and only after the Provider completes a formal assessment. Communications with Official Pets LLC or its support staff do not constitute clinical care, medical advice, or a therapeutic relationship.

4.3 No Medical, Psychological, or Psychiatric Advice

The Website content is not a substitute for professional medical, psychological, psychiatric, diagnostic, or therapeutic treatment. You must not disregard or delay seeking advice from Your physician, therapist, or other licensed healthcare professional based on information obtained through this Website.

4.4 No Legal Advice

Official Pets LLC is not a law firm and does not provide legal advice. Information on the Website may reference federal or state laws related to Assistance Animals or housing rights, but such information may be inaccurate, incomplete, or outdated. Laws frequently change, and You are solely responsible for verifying Your legal rights. For legal guidance, You should consult a qualified attorney.

4.5 No Guarantees of Results

Official Pets LLC and the Licensed Healthcare Providers do not guarantee that:

You will qualify for an ESA or PSD letter
Any letter will be accepted by a landlord, airline, business, or institution
Any third party will agree with the Provider’s clinical determination
You will obtain any specific accommodation, benefit, or legal right

Testimonials or user stories on the Website reflect individual experiences and do not guarantee similar outcomes for any other Client.

4.6 Telehealth Limitations

Evaluations performed by Licensed Healthcare Providers may be delivered through telehealth or comparable remote-communication methods. Telehealth may not be appropriate in all situations and may be subject to state-specific rules or limitations outside the control of Official Pets LLC. Official Pets LLC does not guarantee the availability, legality, or effectiveness of telehealth services in all jurisdictions.

4.7 No Warranties

The Website and all products or services offered through it are provided on an “AS IS” and “AS AVAILABLE” basis. Official Pets LLC disclaims all warranties—whether express or implied—including warranties of accuracy, fitness for a particular purpose, merchantability, non-infringement, or reliability of results. Official Pets LLC is not responsible for any damages arising from Your use of the Website or any products or services accessed through the Website.

5. General Conditions

5.1 Right to Refuse Service

Official Pets LLC reserves the right to refuse service, cancel an order, or discontinue providing any product or service to any individual at any time and for any reason, at our sole discretion.

5.2 Lawful Use

You agree not to use the Website, any Official Pets LLC service, or any related functionality for any unlawful, harmful, fraudulent, or unauthorized purpose. You further agree not to violate any applicable local, state, or federal laws, rules, or regulations in connection with Your use of the Website or any service offered through it.

5.3 Prohibited Activities

You agree not to engage in any of the following prohibited actions, including but not limited to:
Impersonating any person or entity or misrepresenting Your affiliation with any individual or organization.
Submitting false, misleading, or fraudulent information during Your questionnaire or purchase process.
Attempting to interfere with or circumvent any security features of the Website.
Introducing viruses, malicious code, bots, or automated systems intended to disrupt Website functionality.
Copying, reproducing, duplicating, selling, reselling, or exploiting any portion of the Website or its content without express written consent from Official Pets LLC.

5.4 No Clinical Oversight or Control

Official Pets LLC does not supervise, direct, employ, or control the independent Licensed Healthcare Providers. Providers operate through their own separate practices or independent professional capacities. Official Pets LLC is not responsible for any clinical decisions, evaluations, recommendations, or actions taken by any Licensed Healthcare Provider.

5.5 Content Removal and Enforcement

Official Pets LLC may remove or restrict access to any content, order, or communication at any time if we believe, in our sole discretion, that it violates these Terms and Conditions or poses a risk to the Website, our services, or other Users.

5.6 No Guarantee of Availability

We do not guarantee that the Website or any product or service will always be available, uninterrupted, secure, error-free, or compatible with Your device(s). Access may be suspended or terminated temporarily or permanently without notice for maintenance, upgrades, failures, or reasons outside our control.

5.7 Responsibility for Submitted Information

You represent and warrant that all information You provide to Official Pets LLC—including during intake, purchase, and communication—is accurate, complete, and truthful. Providing false, incomplete, or misleading information may result in service denial, invalidation of any letter, or refusal of further service.

5.8 Intellectual Property

All Website content—including text, images, logos, graphics, layout, design, and functionality—is the intellectual property of Official Pets LLC or its licensors. You may not copy, reproduce, distribute, or use any content without prior written authorization.

5.9 Survival

Any obligations or rights under this section that by their nature should continue after termination of Your relationship with Official Pets LLC shall survive such termination.

6. Modifications to Products, Services, and Prices

6.1 Changes to Pricing

Prices for any products or services offered through the Website may change at any time without notice. Official Pets LLC shall not be liable to You or to any third party for any modification, price adjustment, suspension, or discontinuation of any product or service.

6.2 Changes to Products and Services

Official Pets LLC reserves the right to modify, update, replace, suspend, or discontinue any products, services, features, or offerings at any time, for any reason, without prior notice. This includes modifying the scope, description, or availability of evaluations or support services.

6.3 Availability Not Guaranteed

The availability of products and services—including access to Licensed Healthcare Providers—may vary by geographic region, state law, or other external factors. Official Pets LLC does not guarantee that any product or service will be available at all times or in all jurisdictions.

6.4 No Obligation to Update

Descriptions of products, services, or content on the Website may be updated periodically, but Official Pets LLC has no obligation to update any information except as required by law.

7. Errors, Inaccuracies, and Omissions

From time to time, the Website may contain typographical errors, inaccuracies, or omissions, including but not limited to descriptions of services, pricing, promotions, or availability. Official Pets LLC reserves the right to correct any such errors, inaccuracies, or omissions at any time without prior notice.

Official Pets LLC may update or change information on the Website at any time. However, we are not obligated to update, amend, or clarify information on the Website—including pricing information—except as required by law. The absence of a specific update or refresh date does not indicate that all information on the Website has been modified or is current.

Official Pets LLC also reserves the right to cancel or refuse any order placed based on incorrect or outdated information, even if the order has already been submitted or processed, and even if Your payment has already been collected. In such cases, You will be refunded in full.

8. Disclaimer of Warranties / Limitation of Liability

8.1 “AS IS” and “AS AVAILABLE” Basis

The Website, and all products or services offered through it, are provided strictly on an “AS IS” and “AS AVAILABLE” basis. Official Pets LLC makes no representations or warranties of any kind—express or implied—regarding the Website, its content, or any services or products obtained through the Website.

This includes, without limitation, implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, reliability, or expected outcomes.

8.2 No Guarantee of Outcomes

Official Pets LLC does not guarantee:

That You will qualify for an ESA or PSD letter
That any letter issued by an independent Licensed Healthcare Provider will be accepted by a housing provider, airline, business, or institution
That any third party will agree with the Provider’s clinical determination
That You will obtain any accommodation, exemption, benefit, or legal right
That the Website or any service will be uninterrupted, timely, secure, or error-free

Any reliance on the Website or its services is solely at Your own risk.

8.3 Limitation of Liability

To the fullest extent permitted by law, Official Pets LLC—including its owners, members, managers, contractors, staff, and affiliates—shall not be liable for any direct, indirect, incidental, special, punitive, exemplary, or consequential damages arising out of or related to:

Your use of the Website
Your reliance on Website content
Any ESA or PSD letter You receive
Any actions or decisions of a third party (including landlords, airlines, businesses, or governmental entities)
Any interactions between You and an independent Licensed Healthcare Provider
Any actions, behavior, or conduct of Your animal(s)
Any dispute involving Your ESA, PSD, or other animal
Any loss of data, revenue, profits, or business opportunities

This limitation applies whether the claim is based in contract, tort, negligence, strict liability, or any other legal theory.

8.4 Maximum Liability

To the extent liability cannot be fully disclaimed, You agree that the maximum total liability of Official Pets LLC for any claim relating to Your use of the Website or any product or service is limited to the amount You paid for that product or service.

8.5 One-Year Limitation Period

Any claim or cause of action arising from Your use of the Website, or any product or service obtained through it, must be filed within one (1) year after the event giving rise to the claim. Claims filed after this one-year period are permanently barred.

8.6 No Class Actions

You agree to bring any claim against Official Pets LLC only on an individual basis. You waive the right to participate in any class action, class arbitration, or other representative proceeding.

9. Indemnification

By accessing or using the Website or purchasing any product or service from Official Pets LLC, You agree to indemnify, defend, and hold harmless Official Pets LLC, its owners, officers, employees, contractors, affiliates, and representatives from and against any and all claims, demands, losses, liabilities, damages, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to:

Your use of the Website, including reliance on any information provided.
Your breach of these Terms and Conditions or violation of any applicable law or regulation.
Any content, information, or materials You submit through the Website.
Your use of any ESA or PSD letter, including any disputes with landlords, housing providers, airlines, businesses, or other third parties.
The actions, behavior, or conduct of Your animal(s), including any damages, injuries, or legal claims involving Your animal(s).
Your interactions with an independent Licensed Healthcare Provider, including any disputes, claims, or consequences arising from Your evaluation, letter, or clinical determination.

Official Pets LLC retains the right—but not the obligation—to assume, at Your expense, the exclusive defense and control of any matter for which You are required to indemnify us. If we choose to do so, You agree to fully cooperate with our defense. You may not settle any claim subject to this indemnification provision without the prior written consent of Official Pets LLC.

10. Termination

The obligations and liabilities of the parties incurred prior to the date of termination shall survive the termination of these Terms and Conditions for all purposes.

Official Pets LLC reserves the right, at its sole discretion, to terminate these Terms and Conditions and/or Your access to any products or services offered through the Website at any time, without notice, for any reason, including but not limited to situations where Official Pets LLC believes that You have violated these Terms and Conditions, engaged in fraudulent activity, provided false information, or misused any product or service.

If termination occurs, You remain responsible for all amounts owed up to and including the date of termination. Official Pets LLC may deny future access to the Website or refuse service to You if deemed necessary to protect the integrity of the platform, its Licensed Healthcare Providers, or other Clients.

You may terminate these Terms and Conditions at any time by discontinuing use of the Website and refraining from purchasing any additional products or services. Termination by You does not relieve You of any outstanding payment obligations already incurred.

Notwithstanding any termination, the following sections shall survive and remain in full force and effect: Overview and Agreement to Terms and Conditions; Refund Policy; Disclaimers; General Conditions; Modifications to Products, Services, and Prices; Errors, Inaccuracies, and Omissions; Privacy Policy; Disclaimer of Warranties / Limitation of Liability; Indemnification; Modifications to Terms and Conditions; Other Terms; and any other provisions which, by their nature, are intended to survive termination.

11. Other Terms

11.1 Headings

Section headings in these Terms and Conditions are provided for convenience only and do not affect the meaning or interpretation of any provision.

11.2 Entire Agreement; Severability; Waiver

These Terms and Conditions, together with the Privacy Policy posted on the Website, constitute the entire agreement between You and Official Pets LLC regarding Your use of the Website and any products or services offered through it. No other prior or contemporaneous agreements, representations, warranties, or understandings—whether oral or written—shall be binding unless expressly incorporated herein.

If any provision of these Terms and Conditions is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity or enforceability of the remaining provisions. Our failure to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.

11.3 Assignment

You may not assign, transfer, delegate, or subcontract any of Your rights or obligations under these Terms and Conditions without the prior written consent of Official Pets LLC. Official Pets LLC may assign or transfer its rights and obligations under these Terms and Conditions, in whole or in part, including in connection with a merger, acquisition, restructuring, sale of assets, or by operation of law. Any information You provide to Official Pets LLC may be transferred to the acquiring or successor entity without further notice or consent, to the extent permitted by law.

11.4 Choice of Law

These Terms and Conditions are governed by and shall be interpreted in accordance with the laws of the State of Florida and applicable federal law, without regard to conflict-of-law principles.

11.5 Arbitration Agreement

Any disputes, claims, or controversies arising out of or relating to these Terms and Conditions, Your use of the Website, or any products or services provided by Official Pets LLC shall be resolved exclusively through binding individual arbitration in Palm Beach County, Florida, in accordance with the rules of the American Arbitration Association (“AAA”).

You acknowledge and agree that:

You waive the right to a jury trial
You waive the right to participate in a class action, class arbitration, or any representative proceeding
Arbitration shall be filed within one (1) year of the event giving rise to the claim
The arbitrator shall have no authority to conduct a class proceeding or consolidate claims
Both parties must maintain the confidentiality of the arbitration process to the maximum extent permitted by law

Before initiating arbitration, You must first send a written notice of the dispute to support@officialpets.com and attempt to resolve the matter informally.

11.6 Compliance with Law

Official Pets LLC reserves the right to cooperate with law enforcement, regulatory authorities, or third parties when legally required or permitted. We may disclose information as necessary to comply with any applicable law, regulation, legal process, or governmental request.

11.7 Violations of Terms and Conditions

You acknowledge that any breach or threatened breach of these Terms and Conditions may cause irreparable harm to Official Pets LLC. Monetary damages may be insufficient to remedy such harm. Accordingly, Official Pets LLC may seek injunctive or equitable relief without the need to post a bond or prove actual damages, in addition to any other legal or equitable remedies available.

12. Modifications to Terms and Conditions

Official Pets LLC reserves the right to update, modify, or replace any part of these Terms and Conditions at any time. Any changes will be posted on this page, and such changes are effective immediately upon posting. It is Your responsibility to review the Terms and Conditions periodically for updates.

Your continued use of the Website, or continued purchase or use of any products or services offered through the Website, following the posting of any modifications constitutes Your acceptance of the updated Terms and Conditions.

13. Contact Information

If you have any inquiries or concerns pertaining to the Terms and Conditions, please feel free to reach out to us at support@officialpets.com. We are here to help and address any questions you may have.

14. Using Fonts on the Site

On this site we use the font “Mont”. It was created by Svetoslav Simov, a Bulgarian designer, in 2014. We use this font under the SIL OFL license. You can go to the license page to read its terms and conditions.