Terms & Conditions

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Agreement Between User and United Support Animals

1. Acceptance of Terms

Welcome to unitedsupportanimals.org (the “Site”). The Site is owned and operated by United Support Animals (“USA,” “we,” “us,” or “our”).

By accessing or using the Site, you agree to be bound by these Terms and Conditions (“Terms”) without modification. If you do not agree, you must discontinue use of the Site. Continued use constitutes acceptance of the most current version of these Terms.

The Site operates as an e-commerce platform and provides services related to Emotional Support Animal (“ESA”) and Psychiatric Service Dog (“PSD”) documentation and related products.

2. Definitions

“User,” “You,” and “Your” are synonymous and refer to any individual accessing or using the Site.

“Documents” refers to digital ESA/PSD approval or renewal documents issued by a licensed provider.

3. Privacy

Your use of the Site is subject to USA’s Privacy Policy, which governs how we collect, use, and safeguard your information. By using the Site, you consent to our data practices as described therein.

4. Electronic Communications; CAN-SPAM

By visiting the Site or communicating with USA electronically, you consent to receive communications via email, SMS, phone, or the Site. You agree that such communications satisfy any legal requirement that communications be in writing.

We comply with the CAN-SPAM Act. You may opt out of marketing emails by using the “unsubscribe” link included in such messages. Important: if you unsubscribe from all emails, you may not receive transactional messages required to deliver Documents, confirmations, or service updates. Where permitted by law, USA may still send transactional or legally required notices.

5. TCPA Consent for Calls and Text Messages (SMS/MMS)

By providing your mobile number and opting in (including via checkbox, web form, short code, or similar mechanism), you expressly consent to receive recurring automated and/or prerecorded calls and text messages from United Support Animals, its affiliates, or service providers acting on its behalf, which may be sent using an automatic telephone dialing system.

These communications may include:

Transactional/service messages (account updates, verification, renewal and reminder notices)
Marketing/promotional messages (offers, discounts, product announcements, educational content)

You acknowledge and agree:

Consent is not a condition of purchase.
Message and data rates may apply; frequency may vary.
You may opt out of marketing texts at any time by replying STOP (you will receive one final confirmation message). Transactional texts may still be sent as permitted by law.
For help, reply HELP or contact support@unitedsupportanimals.org.
Delivery depends on carrier availability; USA is not liable for delays or failures beyond our control.
Carriers are not liable for delayed or undelivered messages.
Mobile originator/opt-in data will not be shared with third parties for their independent marketing.

Disputes arising under this section are governed by the Dispute Resolution and Arbitration provision in Section 17.

6. User Accounts

If you create an account, you are responsible for maintaining the confidentiality of your credentials and for all activity occurring under your account. Accounts may not be transferred.

USA reserves the right, in its sole discretion, to refuse or cancel service, terminate accounts, or remove or modify content at any time.

7. Children

USA does not knowingly collect personal information from children under 13. Users under 18 may use the Site only with the consent of a parent or legal guardian.

8. Third-Party Links and Services; Data Sharing for Fulfillment

The Site may contain links to third-party websites or services. USA does not control and is not responsible for third-party content, accuracy, or practices. Inclusion of a link does not imply endorsement.

Certain services may be provided by independent healthcare practitioners or third-party vendors. By using such services, you consent to USA sharing information as necessary to fulfill the requested service.

Data Sharing with Third Parties for Service Fulfillment

To deliver certain bundled features or add-ons, USA may share limited customer information (such as name, email, and pet details) with vetted third-party providers solely to fulfill your purchase and enable related features, in compliance with applicable privacy laws (including the CCPA/CPRA where applicable).

Third parties are contractually restricted to using this information only to provide services on our behalf and are prohibited from using it for unrelated purposes. USA does not sell your personal information for third-party marketing or advertising purposes. You may request access, correction, or deletion of your data as described in our Privacy Policy.

9. Intellectual Property and Acceptable Use

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Site for lawful purposes only.

All content on the Site, including text, graphics, logos, images, software, and compilations, is owned by USA or its licensors and protected by intellectual property laws. You may not copy, modify, distribute, reverse engineer, sell, or create derivative works without express written permission.

No ownership rights are transferred to you by use of the Site.

10. Feedback

Any submissions made by you to USA, including comments, questions, suggestions, or materials (“Feedback”), regardless of method of submission, are deemed non-confidential and non-proprietary.

You hereby irrevocably assign to United Support Animals all right, title, and interest in such Feedback. USA may use, reproduce, disclose, distribute, and otherwise exploit the Feedback, in whole or in part, without attribution or compensation, for any lawful purpose, including product and service development, marketing, and sales.

USA is under no obligation to use any Feedback, and you have no right to compel such use.

11. ESA Program Highlights (Informational)

Unless otherwise disclosed at checkout or required by law:

Documentation may cover up to two (2) pets.
ESA services are generally available for dogs and cats.
Documentation is issued by licensed healthcare professionals where permitted.
ESA/PSD documents may be valid for up to one (1) year and may require renewal to remain current.

USA cannot compel third parties to comply with federal or state laws. We encourage users to understand applicable rules and to advocate for their rights where appropriate.

12. Warranties, Advice, or Legal Claims

USA provides access or referrals to independent licensed providers. USA does not provide legal advice, medical advice, diagnosis, or treatment. Site content is for informational purposes only and is not a substitute for professional advice.

USA is not a medical clinic, law firm, or substitute for an attorney or licensed mental health professional.

13. Indemnification

You agree to indemnify, defend, and hold harmless USA, its officers, directors, employees, agents, and affiliates from any claims, losses, liabilities, damages, costs, or expenses (including attorneys’ fees) arising from your use of the Site, violation of these Terms, violation of law, infringement of third-party rights, or actions or behavior of your animal(s).

You understand you assume all risks (including emotional or physiological risks) related to accessing or using the Site, services, content, employees, agents, providers, or partners.

14. Disclaimer of Warranties and Limitation of Liability

The Site and all information, products, and services are provided “as is” and “as available,” without warranties of any kind.

To the maximum extent permitted by law, USA disclaims all warranties, including merchantability, fitness for a particular purpose, title, and non-infringement. USA shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages arising from your use of the Site.

Nothing in this section limits liability that cannot be limited under applicable law (including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

15. Refunds, Cancellations, Returns, and Money-Back Terms

This section applies except where otherwise required by law (including additional California rights in Section 16).

15.1 Provider Denial (Evaluation Denied)

If your evaluation is denied by the licensed provider for any reason, you will receive a 100% refund of the amount paid for the ESA request, and USA may cover the provider evaluation fee as described at checkout. Denial refunds are processed back to the original payment method within 30 business days.

15.2 Approved Documents

If your ESA/PSD order has been approved and you request a refund within 30 days of purchase, you may be eligible for a refund of the Documents, subject to the conditions disclosed at checkout and any return requirements for physical items (if applicable). If a hard copy was mailed, you may be required to return it before a refund is issued.

15.3 Physical Goods

Non-custom physical goods (such as tags, leashes, vests, and similar items) may be returned within 30 days in new, unused condition with original packaging for a full refund. Customer is responsible for return shipping unless the item was defective or incorrect.

Customized items (including customized ID cards or printed certificates) are non-returnable and non-exchangeable unless defective.

15.4 No Refund for Third-Party Noncompliance

If a housing provider, hotel, rideshare, store, or other entity refuses to comply with applicable laws or guidelines, USA cannot control that entity’s actions and generally cannot offer refunds solely on that basis, except as otherwise required by law or expressly described in a separate guarantee purchased by you.

15.5 General Cancellation Rule

Except where otherwise required by law, cancellations made after 60 days of service are not eligible for a refund.

16. California Terms and Disclosures

(Applies Only to California Residents – Updated 12/10/2025. These provisions supersede any conflicting terms elsewhere in this Agreement.)

16.1 Emotional Support Animal Requirements (AB 468 Compliance)

For California residents, ESA/PSD documentation facilitated through USA complies with California Health & Safety Code § 122318, including:

Issued only by a California-licensed health care practitioner acting within scope.
A therapeutic relationship of at least 30 days prior to issuance.
A clinical evaluation to determine need.
Letters include practitioner name, license number, license type, licensing jurisdiction, and issuance date.
Notice regarding Penal Code § 365.7 (fraudulent misrepresentation).

Additional disclosures:

ESA documentation is not government certification and does not grant ADA public access rights.
ESA tags/vests/IDs/certificates are convenience items only.
ESAs do not receive the rights of service dogs.

16.2 Automatic Renewal and Subscriptions (ARL)

USA discloses pricing, billing frequency, renewal terms, recurring charges, and cancellation methods before purchase. Enrollment requires affirmative consent. Post-purchase confirmation is provided.

Cancellation methods for California residents:

Email: support@unitedsupportanimals.org
Phone: (800) 918-3151
Account dashboard → Manage Subscription → Cancel

No prorated refunds unless required by law.

Renewal notices:

Annual plans: 3–45 days before renewal
Trials: notice before trial end; continuation requires affirmative consent

16.3 California Consumer Affairs Notice

United Support Animals
6781 W Sunrise Blvd
Plantation, FL 33313
Email: support@unitedsupportanimals.org
Phone: (800) 918-3151

California Department of Consumer Affairs
1625 North Market Blvd
Sacramento, CA 95834
Phone: (800) 952-5210

16.4 Arbitration and Venue Rights

California residents may bring qualifying claims in small-claims court. Arbitration applies only where permitted by non-waivable California consumer laws.

16.5 No Retaliation

USA will not deny services, charge different prices, or impose penalties for exercising rights under California law, including CPRA or ARL.

16.6 Refunds, Cancellations, and Returns (California § 1723)

Where California law provides additional rights, California law controls.

Evaluation denied: full refund
Documents issued: non-refundable unless required by law
Subscriptions renew until canceled; no prorated refunds unless required
Physical goods return policy applies as stated above

17. Dispute Resolution and Arbitration; Class Action Waiver

PLEASE READ CAREFULLY. THIS SECTION AFFECTS YOUR LEGAL RIGHTS.

17.1 Scope

This section applies to any dispute, claim, or controversy between you and USA arising out of or relating to the Site, these Terms, services, products, or communications, including claims based in contract, statute, regulation, ordinance, tort (including fraud, misrepresentation, or negligence), or any other legal theory, and including disputes involving USA’s partners where you also assert claims against USA.

17.2 Pre-Arbitration Claim Resolution

Before starting arbitration, you must email support@unitedsupportanimals.org with:

your name; 2) your address; 3) description of the claim; 4) the relief you seek.
If we do not resolve the dispute within 45 days, either party may initiate arbitration.

17.3 Right to Opt Out

You may opt out of arbitration within 30 days of first consenting to these Terms by emailing support@unitedsupportanimals.org with:

your name; 2) your address; 3) a clear statement that you do not wish to arbitrate.
Opting out does not affect your relationship with USA. Late opt-out requests are not valid.

17.4 Arbitration Procedures

Arbitration will be administered by the American Arbitration Association (AAA) and conducted before a single arbitrator. Arbitration will be individual only; class arbitration is not permitted. The FAA governs arbitrability.

17.5 Location

You may initiate arbitration only in Florida, unless prohibited by non-waivable consumer laws.

17.6 Fees

If you request in writing before arbitration begins, USA will pay AAA fees and associated costs. You remain responsible for your own attorney fees and expert costs unless otherwise required by law or awarded by the arbitrator. If you prevail, you may recover up to 50% of reasonable attorney fees and costs as determined by the arbitrator, in addition to any fees and costs recoverable under applicable law.

17.7 Class Action Waiver

You and USA agree that disputes will be brought only in an individual capacity. The arbitrator may not preside over any class, consolidated, or representative proceeding unless you and USA expressly agree after arbitration begins.

17.8 Jury Waiver

By accepting these Terms, you and USA waive the right to a trial by judge or jury in court, except as permitted under this Section (e.g., small-claims court or valid opt-out).

17.9 Severability; Survival

If the class action waiver is found unenforceable, this entire arbitration section is unenforceable and disputes will proceed in court. Otherwise, if any portion is unenforceable, the remainder remains effective. This section survives termination.

18. Termination; General Legal Provisions

We believe direct communication resolves most issues. If we believe you are not complying with these Terms, we may notify you and provide recommended corrective actions. However, certain violations may result in immediate termination of access without notice.

If any term is deemed inconsistent with applicable law, it will be interpreted to reflect the parties’ intent, and the remaining terms remain enforceable. Our failure to enforce any provision is not a waiver.

The proprietary rights, disclaimers, your representations, indemnities, limitations of liability, arbitration terms, and general provisions survive termination.

19. HIPAA and Therapist Relationship

USA is a third-party referral platform and does not provide medical or mental health services. Therapists are solely responsible for HIPAA compliance. You release and indemnify USA from claims arising from therapist actions and authorize delivery of therapist-issued ESA documentation via email.

20. Governing Law and Venue (Non-Arbitration Matters)

These Terms are governed by the Federal Arbitration Act, Florida law, and applicable U.S. federal law, without regard to conflict-of-law rules. Foreign laws do not apply.

Except for disputes subject to arbitration or small-claims court eligibility, any disputes relating to these Terms or the Site will be heard in the courts located in Miami-Dade County, Florida, unless prohibited by non-waivable consumer protection laws.

21. ADA Accessibility Statement

United Support Animals is committed to digital accessibility for individuals with disabilities and strives to meet applicable accessibility standards, including Section 508 principles where applicable.

If you have feedback or concerns related to accessibility, please email support@unitedsupportanimals.org and include the webpage address, a brief description of the issue, and your contact information.

22. Changes to Terms

USA may update these Terms at any time. The most current version will be posted on the Site and supersedes all prior versions. Continued use of the Site constitutes acceptance of updates.

23. Contact Information

United Support Animals
6781 W Sunrise Blvd
Plantation, FL 33313

Email: support@unitedsupportanimals.org
Phone: (800) 918-3151