ESAFlorida

Legal

Terms of Service

Effective date: April 19, 2026

These Terms of Service ("Terms") govern your access to and use of the ESAFlorida website, platform, communications, and related services (collectively, the "Services"). By using the Services, you agree to these Terms. If you do not agree to these Terms, do not use the Services.

1. Scope of Services

ESAFlorida is a Florida-only platform for housing-related emotional support animal ("ESA") evaluation and, where approved, documentation. Clinical evaluation and any decision to issue or not issue a letter are made solely by a Florida-licensed physician.

The Services are limited to Florida-only, housing-related ESA evaluation and documentation. The Services do not provide:

  • service animal certification or registration;
  • airline, TSA, or airport documentation;
  • public-access rights documentation;
  • legal advice;
  • emergency care;
  • crisis intervention;
  • ongoing mental health treatment.

Use of the Services does not guarantee that a physician will issue a letter, that a landlord will approve a housing accommodation request, or that any third party will accept documentation.

2. Eligibility

You may use the Services only if:

  • you are at least 18 years old;
  • you are physically located in Florida when you seek evaluation;
  • you are seeking housing-related ESA documentation;
  • you provide accurate, current, and complete information; and
  • you use the Services only for lawful purposes.

We may refuse service, cancel an order, or limit access if you do not meet these requirements or if we believe the Services are being misused.

3. No Emergency Services

The Services are not for emergencies. Do not use the Services for urgent or emergency medical or mental health issues. If you are experiencing an emergency, call 911 or go to the nearest emergency room immediately.

4. Information You Submit

You agree that all information you submit is truthful, accurate, complete, and not misleading. You understand that the physician may rely on your submissions in determining whether to issue documentation or request follow-up.

We may suspend or terminate access, deny refunds, or take other action if we believe you submitted false, fraudulent, incomplete, or misleading information.

5. Physician Review and No Guarantee of Letter

All clinical decisions are made solely by the reviewing physician in professional judgment and consistent with applicable law and professional standards.

Payment does not guarantee:

  • that a physician-patient relationship will be established;
  • that a letter will be issued;
  • that no follow-up will be required; or
  • that any housing provider will grant your request.

The physician may: issue a letter; request additional information; require telehealth follow-up; or decline to issue a letter.

6. Pricing

Current pricing is:

  • $149 for expedited physician review, targeted within 24 hours
  • $99 for standard physician review, targeted within 3 business days

All prices are listed in U.S. dollars. We may change pricing at any time for future purchases by posting updated pricing on the website.

7. Review Timing

Review timelines begin only after all of the following have occurred:

  • you complete the required intake,
  • you verify your email or otherwise complete required account access steps,
  • payment is successfully received, and
  • all information reasonably needed for review has been received.

The 24-hour and 3-business-day review windows are target turnaround times for initial physician review, not guarantees of letter issuance by those deadlines. If the physician requests additional information or follow-up, the review timeline is paused until the requested information is received or the follow-up occurs. Business days exclude weekends and federal holidays unless expressly stated otherwise.

8. Refund Policy and Money-Back Guarantee

A. Physician Non-Approval

If, after physician review, the physician determines not to issue you a letter, you are eligible for a full refund of the amount you paid for that review.

B. Documented Housing Denial

If a physician issues you a letter and your housing provider later denies your housing accommodation request, you may be eligible for a refund if:

  • you submit a written denial or other reasonable documentary evidence of the denial;
  • the denial is submitted within 30 days after the denial date;
  • the denial follows your good-faith submission of the issued letter to the housing provider; and
  • the denial is not based on factors outside the scope of the Services.

C. Exclusions

The money-back guarantee does not apply where denial or non-acceptance results from:

  • false, incomplete, or misleading information provided by you;
  • your failure to submit the issued documentation to the housing provider;
  • your failure to comply with lawful housing-provider procedures unrelated to the validity of the letter;
  • requests involving additional animals not evaluated or supported by the physician;
  • animal behavior issues, property damage, direct-threat concerns, or other legally recognized grounds unrelated to the adequacy of the documentation;
  • housing situations or providers not covered by applicable accommodation law; or
  • any factor outside our reasonable control.

D. Refund Processing

Approved refunds will be issued to the original payment method when reasonably possible. Processing times may vary by payment processor and financial institution.

9. Payments

You authorize us and our payment processors to charge the amount you select at checkout, including any applicable taxes. If a payment is reversed, charged back, or disputed, we may suspend access to the Services, pause review, or recover amounts owed to the extent permitted by law.

10. Communications and Electronic Consent

By using the Services, you consent to receive electronic communications from us, including:

  • login and verification emails,
  • case access emails,
  • payment confirmations,
  • physician review status updates,
  • follow-up requests,
  • issued-letter notifications,
  • refund notifications,
  • and legal or policy notices.

You are responsible for maintaining a valid email address and access to your email account.

11. Intellectual Property

The Services, website, branding, text, graphics, designs, and software are owned by or licensed to ESAFlorida and are protected by applicable intellectual property laws. You may use the Services only for your personal, lawful, non-commercial use in connection with seeking evaluation through the platform.

12. Prohibited Conduct

You agree not to:

  • use the Services for unlawful, fraudulent, or misleading purposes;
  • impersonate another person;
  • submit false or altered information or documents;
  • interfere with site operation, security, or availability;
  • attempt unauthorized access to accounts, systems, or data;
  • resell or commercially exploit the Services without written permission.

13. Suspension and Termination

We may suspend or terminate your access to the Services at any time if:

  • you violate these Terms;
  • you provide false or misleading information;
  • we suspect fraud, abuse, or unlawful conduct;
  • continued access creates legal, professional, security, or operational risk.

Sections of these Terms that by their nature should survive termination will survive termination.

14. Privacy

Your use of the Services is also governed by our Privacy Policy. If applicable, health information may also be subject to a separate Notice of Privacy Practices.

15. Disclaimer of Warranties

THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS TO THE MAXIMUM EXTENT PERMITTED BY LAW. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE; THAT ANY LETTER WILL BE ISSUED; THAT ANY REVIEW WILL RESULT IN A FAVORABLE OUTCOME; THAT ANY LANDLORD, PROPERTY MANAGER, OR HOUSING PROVIDER WILL ACCEPT DOCUMENTATION; OR THAT THE SERVICES WILL MEET YOUR PARTICULAR EXPECTATIONS OR PURPOSE. TO THE EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

16. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ESAFLORIDA, THE REVIEWING PHYSICIAN, AND ANY OF THEIR RESPECTIVE PERSONNEL, CONTRACTORS, AGENTS, AND AFFILIATES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, ARISING OUT OF OR RELATED TO THE SERVICES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE TOTAL LIABILITY ARISING OUT OF OR RELATING TO THE SERVICES WILL NOT EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC REVIEW GIVING RISE TO THE CLAIM. NOTHING IN THESE TERMS LIMITS LIABILITY TO THE EXTENT SUCH LIMITATION IS PROHIBITED BY LAW.

17. Indemnification

You agree to defend, indemnify, and hold harmless ESAFlorida, the reviewing physician, and any of their respective personnel, contractors, agents, and affiliates from and against claims, liabilities, damages, judgments, losses, costs, and expenses, including reasonable attorneys' fees, arising out of or related to: your use of the Services; your violation of these Terms; your violation of applicable law; information or documents you submit; or your fraud, misrepresentation, or misconduct.

18. Governing Law and Venue

These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law rules. Any dispute arising out of or relating to these Terms or the Services shall be brought exclusively in the state or federal courts located in Florida, and you consent to personal jurisdiction and venue in those courts.

19. Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms on this page and revise the Effective Date above. Your continued use of the Services after the effective date of the updated Terms constitutes acceptance of the revised Terms.

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