Refund Policy

1. This Refund Policy explains how Faith Walk Genealogy handles payments, cancellations, completed research time, approved expenses, final balances, and refunds for private-client professional services. It should be read together with the written proposal and signed client agreement for the project.
If this Policy conflicts with a signed agreement, the signed agreement controls for that engagement, subject to rights that cannot lawfully be limited.
2. Complimentary Consultations
The introductory private-client Zoom consultation is complimentary. Because no fee is charged, cancelling, rescheduling, or missing that consultation does not create a payment or refund. Appointment changes should be made through the method provided with the booking confirmation.
3. Written Approval Before Research Begins
Before paid research begins, Faith Walk Genealogy will provide the proposed research goal, scope, authorized hours, hourly rate, estimated professional fees, anticipated deliverables, and any known third-party expenses in writing. The client must approve the proposal, sign the applicable agreement, complete required authorizations, and make the required initial payment.
Private-client research currently begins with a minimum authorized starting scope of 10 hours at $75 per hour. A 50% initial payment based on the estimated professional fees for the approved scope is required before research begins, unless the signed agreement states otherwise.
A 10-HOUR STARTING SCOPE IS NOT AN AUTOMATIC 10-HOUR CHARGE
The 10 hours authorize the initial research phase. The client is billed only for research time actually used and approved expenses actually incurred. If the research objective is completed in fewer than 10 hours, charges are calculated from the time used rather than automatically charging all 10 hours.

4. How Research Charges Are Calculated
Professional fees are calculated at the hourly rate stated in the signed agreement. For current private-client engagements, the approved rate is $75 per hour. Private-client research time is recorded in 30-minute increments unless the signed agreement provides a different method.
The client is responsible for:
•    Professional time actually used on the authorized project through the effective time of completion or cancellation.
•    Third-party expenses that the client approved and that Faith Walk Genealogy actually incurred, such as authorized record, repository, copying, or delivery charges.
•    Any applicable taxes or payment obligations required by law and stated in the invoice or agreement.
Faith Walk Genealogy will not exceed the authorized research hours or incur expenses requiring approval without separate written authorization from the client.
5. Completed Work and Incurred Expenses
Fees for research time already performed are not refundable merely because the research did not produce a hoped-for answer or because the client later decides not to continue. Genealogical and DNA research cannot guarantee a particular identification, record, response, relationship, or other outcome.
An approved third-party expense is not refundable after it has been incurred and cannot be recovered from the provider. If a provider returns an expense to Faith Walk Genealogy, the corresponding amount will be credited or returned to the client as appropriate.
This section does not limit remedies available for an erroneous charge, duplicate charge, failure to provide agreed services, or any right that cannot lawfully be waived.
6. Cancellation Before Research Begins
A client may cancel an engagement in writing before research begins. If no professional time has been used and no approved expense has been incurred, the initial payment will be refunded. Nonrefundable payment-processing fees will be deducted from the refund when permitted by law.
7. Cancellation After Research Begins
A client may ask Faith Walk Genealogy in writing to stop the project. Faith Walk Genealogy will stop within a reasonable period after receiving the instruction, subject to any step that must be completed to protect data, preserve work already performed, or avoid an additional authorized cost.
Faith Walk Genealogy will calculate professional time used and approved expenses incurred through the effective stopping point. The account will then be reconciled:
•    If the client's payments exceed the charges for completed work and approved expenses, the unused prepaid amount will be refunded.
•    If the charges exceed the client's payments, the remaining balance is due under the signed agreement.
•    Faith Walk Genealogy will provide the completed work or project materials required by the signed agreement after applicable payment obligations are satisfied.
8. Completion, Final Invoice, and Report Delivery
At project completion, Faith Walk Genealogy will reconcile the time actually used, approved expenses incurred, payments received, and any remaining balance or unused prepaid amount. The final balance is due before the final written report is delivered, as stated in the signed agreement.
If the client's prior payments exceed the final charges, the unused prepaid amount will be refunded. Delivery of findings or a report does not eliminate a correction that is required because of a billing error, duplicate charge, or other legal obligation.
9. Refund Method and Timing
Approved refunds will generally be issued to the original payment method when reasonably available. Refunds will be processed within 15 – 30 days after approved.
A bank, card issuer, Wix, or another payment provider may require additional time to post a completed refund. Faith Walk Genealogy cannot control a provider's posting period but will provide available confirmation of the refund transaction upon request.
10. Billing Errors, Duplicate Charges, and Service Concerns
Clients should report a suspected billing error, duplicate charge, missing credit, or concern about whether the agreed service was provided as soon as reasonably possible. Faith Walk Genealogy will review the project agreement, time records, approved expenses, invoices, payments, communications, and delivered work relevant to the concern.
A concern will be handled fairly and in good faith. Depending on the facts and applicable law, an appropriate resolution may include a corrected invoice, additional explanation, correction of the work, a credit, a partial refund, or a full refund. No medical, family-emergency, or other intrusive personal documentation is required merely to ask for a review.
11. How to Request a Refund or Billing Review
Send a written request to admin@faithwalkgenealogy.com with the subject line "Refund or Billing Review." Include only the information reasonably needed to identify and evaluate the request:
•    Client name and preferred contact information.
•    Invoice number or project name, if available.
•    The charge, payment, or refund being questioned.
•    A brief explanation of the requested correction or resolution.
•    Relevant non-sensitive supporting information, if any.
Do not send passwords, raw DNA files, DNA-match lists, agency case files, or unrelated sensitive family information with a refund request.
12. Payment Disputes and Chargebacks
Clients are encouraged to contact Faith Walk Genealogy promptly so a billing concern can be reviewed. Nothing in this Policy requires a client to waive a lawful right involving a card issuer, payment provider, consumer-protection agency, court, or other authorized forum.
13. Pro Bono and Agency Engagements
Pro Bono Private-Client Work
A pro bono engagement does not create a refund for professional fees that were not charged. Any approved expense, payment, or reimbursement connected with pro bono work is governed by the applicable written agreement.
Agency and Forensic Work
Agency and forensic engagements are governed by the applicable agency contract, including its payment, cancellation, reimbursement, ownership, custody, and records provisions. This private-client Policy does not amend an agency contract. The contracting agency retains the agency work product and records as provided in that contract.
14. Changes to This Policy
Faith Walk Genealogy may update this Policy to reflect changes in services, business practices, professional obligations, or law. The revised Policy will show a new Last Updated date. A website update does not retroactively change an existing signed agreement unless that agreement and applicable law permit the change.
15. Legal Rights
Nothing in this Policy limits a consumer right or remedy that cannot lawfully be waived. A refund depends on the signed agreement, work completed, approved expenses, payments received, applicable law, and the specific facts.

 16. Contact Faith Walk Genealogy
Questions, refund requests, and billing-review requests may be directed to Faith Walk Genealogy, Rusk County, Texas.
Email: admin@faithwalkgenealogy.com | Website: www.faithwalkgenealogy.com
Phone: 903-655-9047