***Refunds and credit transfers are not permitted on any of our packages once we have begun work, as our time is reserved for you and cannot be double booked. In the event that you have purchased a Research Block and have time remaining when we have completed your designated goal, you are welcome to either expand your search parameters to use the remaining time, or keep the remaining time credit on your account for future use.

***Your Research Block time credit does not expire, so rest assured you may use it at any time.

***Packages and Research Blocks are non-transferable once work has started on a project. If we are unable to find traces of ancestors designated for research, we may recommend modifying the goals you have set for a package, at no additional charge. Any time an additional charge may be incurred due to the scope of a project, we will discuss the specifics with you for approval before moving forward.

***Custom Circle Charts are non-refundable. If you would like to purchase one as a gift and have it shipped directly to the recipient, we will include a card from you with a gift message of your choosing in the package. Once you have purchased the Chart online,  we’ll email you a link to a form  to complete with your generational information and the lineage option you’re interested in. You are always welcome to give us a call with any questions or special instructions.

***Bespoke Journals and Keepsake Boxes are refundable for 30 days from the commencement of our research work, or until the work on the Journal or Keepsake Box has begun, whichever date is earlier. Once we have begun research, layout and printing of the history and documentation we discover will begin as well, so we are unable to make changes to the final report delivery options. 

We work very hard to make sure you are satisfied with both the work we do for you and your experience in dealing with us, and we take our commitment to your project very seriously. However, due to the nature of historical documentation and the possible lack of archival materials, we do not, under any circumstance, guarantee results other than to report everything we are able to find to you during the course of the project. By purchasing any of our packages, custom projects or add-on products, you agree to hold us harmless for the results of our research as well as in the event that some parts of your family history may not be recoverable. Please see our Terms of Service Agreement for details of our policies.

You can always reach out to us if you have questions or concerns – we’re here to make sure your experience in researching your ancestry is a wonderful one!