Refund policy

In effect since September 2, 2026. The rule in one line: a decline costs you nothing. Below, the situations people actually write to us about, and what happens in each.

How the charge works

Booking places an authorisation on your card. An authorisation is a hold, not a payment. The money is captured only once a clinician licensed in New York signs your letter. If they decline, the hold is released. Depending on your bank that release can take three to seven business days to clear from your statement, which is your bank's timing rather than ours.

Situation by situation

"The clinician did not approve me."

You are not charged. That is the whole answer. Your clinician will explain what they found, and where it is useful they will point you toward other support.

"I was charged but never approved."

That is our error. We refund in full, immediately, and we would rather you tell us than absorb it quietly.

"My managing agent or co-op board rejected the letter."

Write to us before doing anything else. In most cases the objection is about a detail: a missing apartment line, the animal named differently on the application than on the letter, a date, or a board asking for the licence number on the face of the document. We correct and reissue the same day at no cost, and that usually resolves it.

If the board simply refuses the accommodation, that is a different problem and a refund does not fix it. Your route is the New York State Division of Human Rights, or the NYC Commission on Human Rights inside the five boroughs. Filing with either is free. We sell a clinical evaluation and the resulting documentation, not an outcome, and any service promising otherwise is promising something it cannot deliver.

"Something went wrong on your side."

Technical failure during the consultation, or a clinician unavailable with no acceptable alternative time, means a full refund.

"I want to cancel."

Cancel at any point before your consultation begins and you owe nothing. There is no cancellation fee and no rescheduling fee.

"I was billed twice."

Refunded in full, no questions asked.

"I changed my mind after being approved."

Once a clinician has evaluated you and signed, the service has been delivered, so this is not refundable. The evaluation is the thing you purchased.

"I missed my appointment."

We will always try to rebook you first. If you neither cancel nor respond to rescheduling attempts, the slot is treated as used.

"The information I gave was not accurate."

A letter obtained on false information is void and not refundable.

Making the request

1. Email support@newyorkesaletter.org with "Refund request" in the subject.
2. Give us the email address you booked with and roughly when the appointment was.
3. Say briefly what happened. Please leave clinical details out of email.

We acknowledge within one business day and decide within five. Approved refunds go back to the original payment method and usually appear within five to ten business days.

Before you file a chargeback

Please come to us first. A chargeback starts an automated process that is slower than an email and gives us less room to fix things; most of what triggers one we can resolve the same day. If you do file, we respond to your bank with the appointment and delivery record.