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Refund Policy

Last Updated: 8 February 2025

At Faith Walk Genealogy, we are committed to providing high-quality genetic genealogy services. We understand that circumstances may arise where you need to request a refund. This policy outlines our refund terms and procedures.

1. Service Eligibility for Refunds

1.1 Research Services

Research projects require a minimum commitment of 10 hours.

Project Terms:

  • All time requirements and project scope will be agreed upon in writing before work begins

  • Extended projects may require additional time beyond the initial estimate, which will be discussed and agreed upon before proceeding

Payment terms:

  • 50% of the total project fee is due before work begins

  • Remaining 50% is due prior to the delivery of the final written report

  • Payment arrangements for larger projects will be evaluated on a case-by-case basis

Project Communication:

  • A meeting will be scheduled after the initial 10 hours to review findings and project status

  • Additional consultations may occur throughout the project as needed

  • Final written report will be delivered upon completion of the project and receipt of final payment

  • Full refund available within 48 hours of purchase if work has not begun

  • Only unused research time may be refunded if work has begun but no final deliverables have been provided (charged research time will be deducted from the refund amount)

  • No refund once research findings or reports have been delivered

1.2 DNA Analysis Services

  • Full refund available within 24 hours of submitting DNA data if analysis has not begun

  • No refund once analysis has commenced due to the immediate nature of data processing

  • Case-by-case evaluation for incomplete or corrupted DNA data files

1.3 Consultation Services

  • Full refund available up to 24 hours before scheduled consultation

  • 50% refund for cancellations less than 24 hours before scheduled consultation

  • No refund for missed appointments or cancellations after scheduled time

2. Non-Refundable Services

The following services are non-refundable:

  • Rush order fees

  • Already completed research hours

  • Database access fees

  • Administrative processing fees

  • Third-party service fees

  • Delivered digital products

  • Custom research plans after delivery

3. Refund Process

3.1 How to Request a Refund

  1. Contact our customer service team at admin@faithwalkgenealogy.com 

  2. Provide your order number and reason for a refund

  3. Include any relevant documentation

  4. Allow up to 3 business days for review

3.2 Required Information

  • Full name

  • Order number

  • Date of purchase

  • Service type

  • Reason for refund request

  • Preferred refund method

4. Refund Processing

4.1 Timeline

  • Approved refunds are processed within 5-7 business days

  • Credit card refunds may take 3-5 additional business days to appear

  • Bank transfers may take 5-10 business days to process

4.2 Refund Methods

  • Original payment method when possible

  • Store credit option available

  • Alternative refund methods considered on case-by-case basis

5. Exceptions and Special Circumstances

5.1 Technical Issues

  • Full refund available if service cannot be delivered due to technical issues on our end

  • Partial refund may be offered if technical issues significantly impact service quality

5.2 Service Quality

  • If services do not meet our quality standards, we may offer:

    • Partial refund

    • Service correction

    • Credit toward future services

    • Alternative resolution options

5.3 Special Cases

  • Extended illness or emergency situations evaluated individually

  • Family emergencies considered with documentation

  • Natural disasters or unforeseen circumstances addressed case-by-case

6. Dispute Resolution

6.1 Process

  1. Submit detailed complaints in writing

  2. Provide supporting documentation

  3. Allow 5 business days for review

  4. Participate in resolution discussion if needed

6.2 Appeals

  • Appeals must be submitted within 30 days of the initial refund decision

  • Include added information or evidence not previously considered

  • Final decision provided within 10 business days

7. Contact Information

For refund requests or questions about this policy:

8. Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

9. Legal Rights

This refund policy does not affect any legal rights you may have under applicable consumer protection laws.

For questions about our refund policy or to request a refund, please contact our customer service team at admin@faithwalkgenealogy.com. We strive to manage all refund requests fairly and promptly while maintaining the high quality of our genetic genealogy services.

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