Refund Policy
This results-based Refund Policy applies to research orders placed with EuropaRoots. Genealogical research is a source-dependent service: we owe a professionally conducted search by recognized genealogical methods, not a guaranteed result. Historical sources can be incomplete or lost to war, fire, or archive destruction. Any finding without a supporting primary source is clearly marked as unconfirmed in your chronicle.
How we measure coverage
Coverage is the share of direct ancestors within your booked tier who are documented by a verified primary source — for example, a church-book or civil-registry record.
Sliding-scale refunds
If coverage does not reach your tier promise, we voluntarily apply the following graduated refund:
- 80 % or more documented: tier promise met — regular delivery, no refund.
- 50–79 % documented: regular delivery plus a cross-sell voucher worth €49 (for orders billed in U.S. dollars, 14.5 % of your order price, rounded to the nearest $5).
- 25–49 % documented: partial result delivered plus 50 % of your purchase price refunded.
- Under 25 % documented: full refund of your purchase price minus a processing fee of €49 (for orders billed in U.S. dollars, 14.5 % of your order price, rounded to the nearest $5); the partial result is still delivered on request.
How it works
Before any refund we email you what we found, what remained open, and our proposed action. You can accept the partial result as proposed, or reply to discuss a different refund option. This policy is a voluntary commitment in addition to your statutory rights.
Questions? Contact us at support@europa-roots.org.