MY BRITISH ROOTS

Cancellation & Refund Policy

Last updated: 2026

At My British Roots, every research project is personal. Once your research begins, time is spent specifically investigating your family history and creating work unique to you.

This policy explains your cancellation and refund rights when purchasing genealogy research services from My British Roots.

Nothing in this policy affects your statutory rights as a consumer.

1. Your Right to Cancel

If you purchase a My British Roots research service online as a consumer, you will normally have the right to cancel your service contract within 14 days of the contract being made.

You do not need to provide a reason for cancelling during this statutory cancellation period.

To cancel, you simply need to clearly tell us that you wish to cancel your order before the cancellation period expires.

You can contact us at:

Email: support@mybritishroots.com

Please include your name and order number where possible so that we can identify your order quickly.

2. If Research Has Not Yet Started

If you exercise a valid cancellation right within the applicable 14-day cancellation period and we have not yet begun providing your research service, you will receive the refund required by law.

3. Starting Your Research During the 14-Day Cancellation Period

We understand that most customers will want us to begin discovering their family history as soon as possible.

For this reason, our research questionnaire gives you the opportunity to expressly request that My British Roots begins providing your commissioned research service before the end of the 14-day cancellation period.

Research will only begin early where the appropriate request has been provided.

4. Cancelling After Research Has Begun

If you have expressly requested that we begin providing your research service during the 14-day cancellation period and then exercise a valid cancellation right before the service has been fully completed, you may be required to pay for the proportion of the service that has already been provided up to the point when you informed us of your decision to cancel, as permitted by applicable consumer law.

This means that any refund may be reduced to reflect research and other services already properly carried out for your individual project.

We will not impose an arbitrary cancellation fee. Any amount retained or charged will relate to the service actually provided, where permitted by law.

5. Once Your Research Service Has Been Fully Performed

If:

• you expressly requested that My British Roots begin providing the service during the statutory cancellation period;

• the legally required acknowledgement concerning your cancellation right was provided; and

• your commissioned service has subsequently been fully performed,

your statutory right to cancel may end once the service has been fully performed, as permitted by applicable law.

This is because genealogical research is a service performed specifically for you and cannot simply be returned once the work has been completed.

This does not affect your rights if the service itself is faulty or has not been provided with reasonable care and skill.

6. After the 14-Day Cancellation Period

Once the applicable statutory cancellation period has expired, you do not normally have an automatic right to cancel simply because you have changed your mind.

However, we understand that circumstances can change.

If you need to cancel an unfinished project after the statutory cancellation period, please contact us as soon as possible.

We will consider the circumstances and the amount of work already completed. Any refund offered outside your statutory rights will be at our discretion unless another legal right applies.

7. Genealogical Results and Refunds

Genealogy depends upon the survival and availability of historical evidence.

A research package therefore purchases our professional research service and the applicable deliverables, rather than a guaranteed genealogical result.

A refund will not normally be due solely because:

• a particular ancestor cannot be identified;

• a family line cannot be traced as far back as hoped;

• a particular historical record does not survive;

• records are inaccessible;

• a family story cannot be confirmed;

• research disproves an existing family belief;

• fewer ancestors are discovered than expected; or

• the available historical evidence leads to a dead end.

Where records do not allow a family line to be taken further, we will aim to explain what was investigated and what the available evidence shows.

Further information is provided in our Research Agreement.

8. Errors and Problems With Our Service

Your consumer rights are separate from your right to change your mind.

If you believe that we have made a factual or transcription error, please contact us.

Where an error has been made by My British Roots, we will normally correct the relevant part of your digital report without additional charge.

If our service has not been provided with reasonable care and skill or otherwise fails to meet your statutory rights, you may be entitled to remedies under consumer law.

Nothing in this Cancellation & Refund Policy limits those rights.

9. Incorrect Information Supplied to Us

Our research relies heavily upon the starting information supplied by customers.

If materially inaccurate information supplied to us causes research to follow an incorrect person or family line, this will not automatically entitle the customer to a refund for research properly undertaken using the information provided.

If we discover a significant discrepancy, we will try to clarify the information with you where reasonably possible.

Additional research required because materially different information is supplied after work has begun may fall outside the original package.

10. Additional Research

We will not charge you automatically for research outside the package you purchased.

If your family history reveals another branch, ancestor or question that would require additional research, we may offer you the option of purchasing further work.

You are under no obligation to do so.

Any additional research purchased will form a separate or additional service and may have its own applicable cancellation rights.

11. Refund Processing

Where a refund is due, we will process it in accordance with applicable consumer law.

Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed or legally permitted.

The time taken for the funds to appear in your account after we issue the refund may depend upon your bank or payment provider.

12. Physical or Personalised Products

If My British Roots later offers printed family-history books, framed family trees, personalised gifts or other physical products, different cancellation rules may apply, particularly where an item has been made to the customer's specifications or is clearly personalised.

The applicable cancellation and returns information will be provided when such products are offered.

This policy currently primarily covers our commissioned genealogy research services and associated digital reports.

13. How to Cancel

To exercise a statutory right to cancel, you may contact:

My British Roots
Email: Support@mybritishroots.com
Address: 10 Furnival drive, Stoke Prior, Bromsgrove, B604FX

A clear statement such as:

“I wish to cancel my My British Roots research order.”

is sufficient.

Please provide your name and order number where possible.

You may also use the model cancellation form contained within our Terms & Conditions, but you are not required to use that form.

14. Contact Us

If you are unsure whether you are entitled to a refund or need to discuss an order, please contact us.

My British Roots
My British Roots
Support@mybritishroots.com
10 Furnival drive, Stoke Prior, Bromsgrove, B604FX

www.mybritishroots.com

We will review your request fairly and in accordance with your statutory consumer rights.

Your story started here.