Customer information
Cancellation and refund policy
Because each report is prepared for one customer using personalized information, cancellation eligibility depends on whether research has begun.
Before research begins
You may request cancellation and a full refund before personalized research begins. Contact us promptly at reports@raicesandrecords.com and include the email address used for the order.
After research begins
Once personalized research has begun, the order is generally non-refundable because work is performed specifically for the customer.
Unable to fulfill
If we determine that we cannot responsibly fulfill an accepted order, we will contact the customer and issue an appropriate refund.
Defective or inaccessible file
If the delivered PDF is materially defective, damaged, or inaccessible, contact us so we can correct or replace it. If a correction is not reasonably possible, an appropriate refund will be issued.
Processing time
Approved refunds are returned through the original payment method. Banks and card issuers control when the credit appears and may require several business days.