REFUND & CANCELLATION POLICY

The Family Detective — Refund & Cancellation Policy Last Updated: September 2026 The Family Detective provides research services that require researcher time, record searches, analysis, and documentation. Because work may begin shortly after a case is received, refund eligibility depends on the status of the investigation. Cancellation Before Research Begins If a client cancels before research has begun, the client may receive a full refund of the amount paid. Cancellation After Research Begins Once a researcher has begun working on a case, the service has partially been provided. If a cancellation is requested after research begins, The Family Detective may issue a partial refund based on the amount of research already completed and reasonable costs already incurred. The client will receive any research findings that have been completed and approved for release up to the point of cancellation. Completed Investigations Once an investigation has been completed and the final findings or case report have been released, the research fee is generally non-refundable. The absence of a particular record, ancestor, relationship, or desired result does not by itself qualify the case for a refund. Payment is for the research performed rather than a guaranteed discovery. No Record Found Genealogical research sometimes reaches a legitimate conclusion that no relevant record can be located within the purchased scope. A No Record Found result does not mean that no research was performed and does not automatically qualify the investigation for a refund. Researchers should document the major sources searched so the client can understand what work was performed. Duplicate or Accidental Payments Verified duplicate charges or accidental multiple payments for the same investigation will be refunded as appropriate. Problems With Our Service If The Family Detective is unable to perform the purchased investigation, we may offer a full or partial refund, depending upon the circumstances and work already completed. If a client believes there is a problem with their case, we encourage them to contact us so the matter can be reviewed before pursuing a payment dispute. DNA Investigations DNA Match Investigation fees cover genealogical research and analysis. They do not guarantee identification or confirmation of a biological parent, grandparent, ancestor, or other relationship. An inconclusive DNA genealogy investigation does not automatically qualify for a refund when the agreed research has been performed. Requesting a Cancellation or Refund Clients should submit a cancellation or refund request and include their: Name, Case Number, email associated with the case, and reason for the request. The Family Detective will review the case status and determine what portion of the purchased service, if any, has already been performed.