1. Overview & Commitment to Quality
At My Family History Book, we strive to deliver an extraordinary experience as you preserve your family's legacy. This Refund Policy outlines the conditions under which refunds, store credits, or replacements are granted for digital platform access, AI features, and custom printed keepsake books.
2. Digital Services & 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee for digital package purchases under the following terms:
- You may request a full refund within 30 calendar days of your initial purchase if you are dissatisfied with our software features or AI interview tool.
- Exception: Once a high-resolution, print-ready PDF or editable DOCX export has been generated and downloaded, the digital service is deemed fully delivered and non-refundable.
3. Physical Print Orders
Physical keepsake books are custom manufactured on-demand. Because every book is uniquely personalized:
- Orders sent to production cannot be canceled or refunded.
- Defects & Shipping Damage: If your physical book arrives with manufacturing flaws, binding defects, or shipping damage, notify us at support@myfamilyhistorybook.com within 14 days of receipt with photograph evidence. We will issue a free reprint and replacement immediately.
4. Refund Request Procedure
To submit a refund or replacement request:
- Email your order details and purchase email to support@myfamilyhistorybook.com.
- State the specific reason for your request.
- Our support desk will evaluate your request within 2 business days. Approved refunds will be credited back to your original payment method via LemonSqueezy, Wise, or Payoneer within 5-10 business days.
5. Chargebacks & Fraud Prevention
We encourage customers to contact our support team directly to resolve issues before initiating a credit card chargeback. Unjustified chargebacks or fraudulent claims may result in account termination and legal recovery efforts.
Frequently Asked Questions
Can I request a refund for a digital book package?
Yes, we offer a 30-day money-back guarantee for digital services if you are unsatisfied, provided the final print-ready PDF has not been exported or sent to production.
What happens if my physical hardcover book arrives damaged?
If your printed book arrives damaged or with manufacturing defects, contact us within 14 days of delivery with photos, and we will send a replacement free of charge.
Questions or Statutory Rights Inquiries?
If you have questions regarding this document, statutory privacy rights under GDPR or CCPA, or platform compliance, please contact our legal and support team.