Our Policy Lasts 7 Days
If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund. If within 7 days and your research work has NOT begun, then we can offer a full refund, minus $300 administration fee. If within 7 days and your research work has begun, then we cannot offer you a full refund; however, we can work with you to identify a partial refund. Your refund is subject to a $300 administration fee.
Consumers have a right to cancel any ordered Service without specifying a reason, within seven (7) days from the order date. In order to exercise the Right to Cancellation, the User should notify RecordClick of their intention to exercise this right by contacting us. For physical products shipping costs are not refunded for cancellations.
If applicable, cancellation also assumes that the consumer returns any shipped products in unaltered state. Cancellation is not possible if the product has been destroyed/used/damaged. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned:
- Gift cards
- Downloadable software products, including editable family trees
- Purchase certificates, records, or other 3rd party documentation
To complete your return, we require a receipt or proof of purchase.
Limited Guarantee Refund
Most reputable genealogists should not offer any guarantee to find the specific information you want; it may be missing, destroyed, or otherwise nonexistent. We are one of those reputable genealogy service providers; HOWEVER, we are confident in our record searching capabilities and we understand that you need some level of comfort in our confidence. Thus, we offer a “Limited Guarantee Refund” offer to those customers.
If you were offered a “money back guarantee” for your project via email from one of our full-time staff members, and your genealogist was unable to locate any records or information based on your project goals, then you qualify for our Limited Guarantee Refund offer. If you do not have written email confirmation, before you’ve made your purchase, then you are not eligible for our Limit Guarantee Refund offer.
With our Limited Guarantee Refund offer you qualify for a 40% money back for your first purchase ONLY ON OUR 5-HOUR PACKAGE at our standard non-discounted or promotional rate. If you purchased the package at a discounted rate, then the standard package rate will be used for calculating the amount you qualify as a refund and the discount amount you received will be deducted from the amount owing. Any other packages, or any other services, or any additional purchases do not qualify.
If you qualify for our Limited Guarantee Refund offer, then you must submit your request for a refund within 14 days of your purchase date. If you would like take advantage of the refund, please get in touch with us via email and we will begin the process.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, within 14 business days.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges (if applicable)
We do not offer any exchanges.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please contact us for arrangements.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on the refund, the time it may take to process a refund, may vary. We strive to process refunds quickly.
Banked Hours
A customer may purchase research hours and bank them for future research needs. All purchased hours will remain validate for up-to 1 year of the purchased date. Upon 1 year, any remaining and unused hours from the purchased package will become void and unusable.
It is the customer’s responsibility to monitor and manage any banked hours.