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Terms

I. Refund and Cancellation Terms

A. Refunds
Family Storylines offers expert genealogy research that is unique to each customer. Because every product is a custom product we cannot offer refunds. You are paying for expert research time that is unique to your family and non-refundable.

B. Cancellations
In order to provide the highest level of customer service to our customers, we begin the research process almost immediately after receiving an order. We therefore do not allow cancellations once you submit an order. Note, however, that if you are in the process of placing an order and save your progress for later, you may cancel any time prior to submitting the order.

C. No Guarantee of Results
When you purchase genealogical research, you are paying for a professional genealogist's time, NOT necessarily results. Research results depend on a variety of issues such as record availability, locations and time periods being researched, as well as family-specific factors. We cannot guarantee what information we will find on any family.

II. Billing Terms

A. Immediate Credit Card Billing
Every Family Storylines product is a custom product. As such, we bill credit cards immediately after checkout for the amount specified as "Total to be Charged Today" on the checkout invoice.

B. Full Payment Before Shipping
For some products we bill partially at checkout and partially upon research completion, according to the product-specific terms in Section III. When you place an order, you authorize us without further consent to charge your credit card up to the amount specified as "Order Total (Authorized)" on the checkout invoice. The "Total to be Charged Today" on the checkout invoice will be charged immediately after checkout, as described in Section IIA. The balance, up to the "Order Total (Authorized)" on the checkout invoice, will automatically be charged upon research completion and prior to shipment.

III. Product-Specific Terms

A. Family Storylines Packages

i. Nature of Research and Results
When you place an order for a Family Storylines Package, you are paying for 10, 20 or 30 hours (Discovery Package, Foundations Package or Heritage Package, respectively) of expert genealogy research time. The research time will be utilized as determined to be best by the expert genealogist based on your stated research objective. Genealogy research is an inherently uncertain process and there is no implied guarantee in any package that specific results will be achieved within the given package time.

ii. Billing: Research Time
When you place an order for a Family Storylines Package, you will be charged for half of the total at checkout. Your credit card on file will automatically be charged for the balance when your project is complete (and before shipment). You will receive a receipt via email when this balance is charged.

iii. Billing: Expenses
Our package prices are for expert research time. You will additionally be responsible for any expenses incurred during record retrieval. When you place an order, you authorize up to $35 in expenses to automatically be charged to your credit card upon project completion and before shipment. You will receive a detailed receipt for any such expenses. Expenses exceeding this threshold will be submitted to you for prior approval.

iv. Delivery Time
Our standard timeframes for completing package research assume that the records necessary for research are readily available at the Family History Library in Salt Lake City, Utah. We cannot guarantee these timeframes, however, as records must sometimes be ordered that can take significantly longer to receive. In the event that a delay is expected, we will contact you as soon as the delay is known.

B. U.S. and International Custom Research ("Custom Research")

i. Basis for Custom Research Orders
To place an order for Custom Research, you must first request a free, no-obligation Custom Research Quote. If you decide to place an order, it will automatically be for the number of the hours estimated in the quote.

ii. Basis for Custom Research Quotes
Custom Research Quotes are based entirely on the information you submit to us, including your research objective, current information and prior research. A quote is valid only for a given set of information, and is non-transferable to other research objectives. For other research objectives, you may request additional (free) quotes.

iii. Nature of Custom Research Quote
Family Storylines estimates required research time in 5-hour increments. A Custom Research Quote is not a guarantee of required time or results. It is a good faith estimate of what could reasonably be expected for a project of a given nature; however, all projects are inherently unique and there is no way to definitively determine the required time in advance.

iv. Billing: Research Time
When you place a Custom Research order, you are authorizing us to perform up to the number of research hours estimated in your Custom Research Quote. You will be charged for half of the quote estimate at checkout. You will automatically be charged for research hours exceeding this half, up to the total number authorized, when your project is complete (and before shipment). If the project takes less time than the total authorized, you will only be charged for the hours actually used. If the project takes less time than you paid for initially, a refund for unused hours will be placed on your credit card.

v. Billing: Expenses
Our hourly rate is for expert research time. You will additionally be responsible for any expenses incurred during record retrieval. When you place an order, you authorize up to $35 in expenses to automatically be charged to your credit card upon project completion and before shipment. You will receive a detailed receipt for any such expenses. Expenses exceeding this threshold will be submitted to you for prior approval.

vi. Delivery Time
As part of your Custom Research Quote, we will provide an anticipated completion timeframe for your project. (The completion timeframe is not the same as the quoted research hours - for example, a quote for 5 hours does not necessarily mean the project will be completed over the course of 5 hours.) The completion timeframe does not represent any guarantee, as records must sometimes be ordered that can take significantly longer to receive. In the event that a delay is expected, we will contact you.

C. Gift Certificates
The Family Storylines Gift Certificate is charged 100% at checkout. There are no future charges associated with this product.