Privacy Policy

ESAFlorida ("ESAFlorida," "we," "us," or "our") respects your privacy. This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our website, complete an eligibility questionnaire, create or access an account, purchase a physician review, communicate with us, or use our services.

ESAFlorida offers Florida-only, housing-related emotional support animal ("ESA") evaluation and documentation services. Clinical review and medical decision-making are performed by a Florida-licensed physician. This Privacy Policy applies to our website and administrative services. If applicable, you may also receive a separate Notice of Privacy Practices governing certain health information.

1. Information We Collect

We may collect the following categories of information:

A. Information You Provide

• Name, date of birth, email address, phone number, mailing address
• Florida residency or location confirmation
• Housing-related and animal-related information
• Questionnaire responses, including health-related and mental-health-related information
• Messages, uploads, attachments, and support requests
• Any additional information you provide during the review process

B. Account and Access Information

• Login email
• Authentication and verification details
• Case access activity

C. Payment Information

Payments are processed by third-party payment processors such as Stripe. We do not store full payment card numbers on our servers. We may receive limited transaction details such as payment status, amount, billing name, and transaction identifiers.

D. Device and Usage Information

We may automatically collect certain technical information, including:

• IP address, browser type, device type, operating system
• Referring URLs, pages viewed, timestamps
• Basic site interaction data

E. Cookies and Similar Technologies

We may use cookies, local storage, pixels, and similar technologies to operate the website, remember preferences, authenticate sessions, improve performance, and understand site usage.

2. How We Use Information

We may use information we collect to:

• Provide, operate, and maintain the website and services
• Determine eligibility for our Florida-only services
• Facilitate physician review and, where appropriate, telehealth follow-up
• Create, manage, and provide access to your case
• Deliver physician documentation where approved
• Process payments and refunds
• Send transactional emails, login links, verification messages, status updates, and downloadable letter notifications
• Respond to support requests and communicate with you
• Improve user experience, design, and service quality
• Detect, prevent, and investigate fraud, misuse, security incidents, or other harmful activity
• Comply with legal, regulatory, professional, and recordkeeping obligations
• Enforce our Terms of Service and other policies

3. How We Disclose Information

A. Clinical Review

We may share your information with the reviewing Florida-licensed physician for evaluation, documentation decisions, follow-up requests, and related clinical or administrative purposes.

B. Service Providers

We may share information with vendors that help us operate the service, such as hosting providers, database providers, email vendors, customer support tools, authentication providers, file storage providers, and payment processors. These providers may process information only as needed to provide services to us and subject to contractual restrictions where applicable.

C. Legal and Safety Reasons

We may disclose information if we believe disclosure is necessary to:

• comply with applicable law, regulation, court order, subpoena, or professional obligation;
• protect the rights, property, or safety of ESAFlorida, users, or others;
• investigate fraud, abuse, security incidents, or policy violations.

D. Business Transfers

If we are involved in a merger, acquisition, financing, restructuring, sale of assets, or similar transaction, information may be disclosed or transferred as part of that process, subject to applicable law.

E. With Your Direction or Consent

We may disclose information to third parties when you ask us to do so or authorize us to do so.

4. Health Information

Some information you provide may be health-related or medical information. We use that information to facilitate physician evaluation and related services. If applicable, certain health information may also be governed by a separate Notice of Privacy Practices. In the event of a conflict between this Privacy Policy and any applicable Notice of Privacy Practices, the Notice of Privacy Practices will control with respect to protected health information.

5. Cookies, Analytics, and Tracking

We may use cookies and similar technologies for authentication, security, site operation, and analytics. You may be able to control cookies through your browser settings, but doing so may affect site functionality.

If we use analytics or similar tracking tools, we use them to understand traffic, diagnose problems, and improve our services. We do not use your questionnaire responses to serve third-party advertising based on sensitive health information.

6. Data Retention

We retain information for as long as reasonably necessary to:

• provide services;
• maintain medical, business, tax, accounting, and legal records;
• enforce agreements;
• resolve disputes; and
• comply with applicable law and professional obligations.

Retention periods may vary depending on the type of information and whether it is part of a medical or business record.

7. Security

We use reasonable administrative, technical, and physical safeguards designed to protect information from unauthorized access, use, alteration, and disclosure. However, no method of internet transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your email account and any device you use to access your case.

8. Your Choices and Rights

Subject to applicable law, you may have the right to:

• access certain information we hold about you;
• request correction of inaccurate information;
• request account-related assistance;
• request deletion of certain non-medical information where appropriate;
• opt out of non-essential marketing communications.

We may need to retain certain information for legal, clinical, recordkeeping, fraud-prevention, or security reasons even if you request deletion.

9. Email and Electronic Communications

By using our services, you agree that we may send you emails and other electronic communications relating to:

• verification and login
• account and case access
• payment confirmations
• status updates
• requests for additional information
• physician review outcomes
• letter availability
• refunds
• legal notices and policy updates

These communications are part of the service. You may not opt out of service-related communications while using the service.

10. Children

Our services are intended only for adults age 18 or older. We do not knowingly provide services to minors through this website.

11. Florida-Only Service

Our services are intended only for individuals seeking Florida-only, housing-related ESA evaluation and documentation services. We may limit or deny service where we determine a person is outside the intended scope of the platform.

12. Third-Party Services and Links

Our website may integrate with or link to third-party services, including payment providers, email services, hosting providers, and authentication tools. We are not responsible for the privacy practices of third-party services except as required by law.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the Effective Date above. Your continued use of the services after changes become effective constitutes acceptance of the updated Privacy Policy.