Refund Policy

1. Our guarantee

We believe in our service. If you are not satisfied with your purchase — for any reason — we will make it right. The specific terms below describe the refund window and conditions for each product category.

2. Registration & ID bundles

• Full refund within 30 days of purchase if you are not satisfied, provided physical items have not yet been shipped. Refunds are processed to your original payment method.
• After physical items are shipped: Digital components (certificate, verification listing) are fully refunded. Physical items (ID cards, vest) may require return shipping. Contact us at [email protected] for return instructions.
• After 30 days:Refunds are evaluated on a case-by-case basis. Contact us — we'll work with you.

3. Letter products

• Letter not issued: If the licensed professional reviewing your case determines that you do not qualify for a letter, you receive a full refund automatically. No request needed.
• Letter issued — landlord or airline denial: If your letter is issued and a landlord, airline, or other party denies your accommodation request, refunds are not automatically available at that stage. A denial is not necessarily the end of the road — federal law may still be on your side. Our recommended next step is to file a complaint with HUD (housing) or the DOT (travel). We strongly recommend the Landlord Packet, which includes a step-by-step HUD complaint filing guide and denial response scripts. If you pursue a HUD or DOT complaint and the outcome is not favorable, a full refund will be issued — see the next item.
• Unfavorable HUD or DOT outcome: If you filed a complaint with HUD or the DOT and did not receive a favorable outcome, contact us at [email protected] with documentation of the outcome. We will issue a full refund.

4. Renewals

The same refund rules that apply to initial letter products apply to renewals.

• Renewed letter not issued: Full refund, automatically. No request needed.
• Renewed letter issued — denial: Same process as initial letters — refunds are not automatically available after issuance, but if you pursue a complaint and receive an unfavorable outcome, a full refund will be issued.

5. How to request a refund

To request a refund, email us at [email protected] with the following:

• Your order number (found in your confirmation email)
• The product(s) you are requesting a refund for
• A brief description of your reason (optional, but helpful)

6. Processing time

Approved refunds are processed within 1–3 business days and returned to your original payment method. Stripe processing times may vary. You will receive an email confirmation once your refund has been initiated.

7. Contact

For refund questions, contact [email protected]. We aim to respond to all refund inquiries within 1 business day.