Needs improvement
My friend referred me to Certapet as she has already gone through the process with her PSD. The travel letter application process was pretty effortless and thorough. I was contacted by a therapist for the next step (phone consult) in a reasonable manner, but our schedules did not align. However, the therapist did warn me that unless I was traveling internationally or via private jet the ESA letter may not work anyway. With that in mind, I decided to withdraw my application and obtain a refund instead. I was told by a Certapet representative that they would refund me minus the processing fee. Well, given that there wasn’t anything to process, that didn’t seem fair and it was just plain annoying to be nickeled and dimed without cause. Apparently, the fees are hidden in their Terms of Use link in the tiniest print, at the way bottom of their website. Unlike other online sites, that clearly state their refund policies in a separate link, to avoid confusion. My biggest complaint with Certapet is that they should’ve been more transparent about these fees, in the event, things don’t work out as planned. The refund process felt a bit scammy and untrustworthy, as a result.