Refund policy

Every report is held to our research threshold: at least three sections supported by confident, cited findings. If your surname's report comes back below that threshold, we tell you before you've settled for it, and you choose:

• Full refund — 100% back to your original payment method. Your partial report stays viewable for 7 days, then locks.
• Keep it, half back — a 50% refund and the partial report is yours permanently, honest gaps and all.

If you don't choose within 7 days, we automatically apply the 50% refund and you keep the report — the generous default, no action needed.

If our system cannot complete your report at all, you will never be left waiting on a stuck progress bar. If a failed run isn't rescued within 24 hours of your purchase, we refund you automatically and in full, with an apology. No request required.

Reports are researched and delivered within minutes of purchase, so we can't offer change-of-mind refunds once research has begun — you consent to immediate delivery at checkout. If you bought the wrong spelling of your surname, contact us within 24 hours at history@ancesta.co: where the correct spelling is a recognised variant, we'll usually point your report at the right name or re-run it at no charge rather than argue about it.

Accidentally bought the same surname twice on one account? We refund the duplicate in full — just email us.

Gifts follow the same rules, keyed to the recipient's report. Thin-record and failure refunds go to the purchaser's payment method.

All refunds go to the original payment method via Stripe, typically arriving within 5–10 business days depending on your bank. We never refund to store credit unless you ask for it.

This policy is in addition to — and never limits — your rights under applicable consumer law, including the Australian Consumer Law and UK consumer protection legislation. If you believe a report fails to match its description, contact us at history@ancesta.co and we'll put it right.

If something's wrong, email us before disputing the charge — our refund rules above are almost always faster than a chargeback. Where a payment is refunded or reversed, access to the associated report and its share links ends.