We want you to be satisfied with your subscription. This Refund Policy explains our cancellation and refund procedures.
1. Subscription Plans
Family Tree Global offers the following subscription options:
- Free Plan: Basic features at no cost
- Premium Plan: Monthly or annual billing
- Family Plan: Monthly or annual billing
2. 30-Day Money-Back Guarantee
For new subscribers: We offer a 30-day money-back guarantee on your first subscription payment.
2.1 Eligibility
- You are a new subscriber (never had a paid plan before)
- Request made within 30 days of initial payment
- Account has not been flagged for abuse or violations
2.2 How to Request
Email [email protected] with:
- Your account email address
- Reason for refund (optional but helps us improve)
- Original payment confirmation
2.3 Refund Processing
- Refunds processed within 5-7 business days
- Funds returned to original payment method
- Account reverts to Free plan
- All premium features become unavailable
3. Cancellation Policy
3.1 Monthly Subscriptions
- Cancel anytime before your next billing date
- No refunds for partial months
- Premium features available until end of billing period
- No automatic renewal after cancellation
3.2 Annual Subscriptions
- Cancel anytime
- Premium features available until end of annual period
- No pro-rated refunds after 30-day guarantee period
- No automatic renewal after cancellation
3.3 How to Cancel
Option 1: Self-service cancellation in Account Settings → Subscription → Cancel Subscription
Option 2: Email [email protected] with cancellation request
4. Refund Scenarios
| Scenario |
Refund Eligible? |
Notes |
| Within 30 days (first subscription) |
✅ Yes |
Full refund |
| After 30 days |
❌ No |
Can cancel for next period |
| Accidental double charge |
✅ Yes |
Contact billing immediately |
| Subscription renewal (forgot to cancel) |
⚠️ Case by case |
Contact within 7 days |
| Downgrade mid-period |
❌ No |
Takes effect next billing cycle |
| Account suspended for violations |
❌ No |
No refunds for Terms violations |
5. Exceptions and Special Cases
5.1 Technical Issues
If you experience prolonged technical issues that prevent you from using the service:
- Contact support immediately at [email protected]
- We will work to resolve the issue
- If unresolvable, we may offer pro-rated refunds or credits
5.2 Billing Errors
If you notice an incorrect charge:
- Contact [email protected] within 30 days
- Provide transaction details
- We will investigate and correct within 5-7 business days
5.3 Unauthorized Charges
If you see charges you didn't authorize:
- Contact us immediately
- Change your password
- We will investigate and refund if confirmed unauthorized
6. What Happens After Cancellation
6.1 Immediate Effects
- No further charges will be made
- Premium features remain active until end of billing period
- You can continue accessing your data
6.2 End of Billing Period
- Account reverts to Free plan
- Access to premium features removed
- Your family tree data remains intact
- Free plan limitations apply (storage, collaborators, etc.)
6.3 Data Export
Before your subscription ends, make sure to:
- Export your family trees (GEDCOM format)
- Download any photos or documents
- Save any premium reports or analyses
⚠️ Important: If your data exceeds Free plan limits after cancellation, some features may be restricted until you reduce data or upgrade again.
7. Resubscribing
You can resubscribe at any time:
- Choose your desired plan in Account Settings
- All your data will be immediately accessible
- Previous subscription history does not affect new subscriptions
- 30-day guarantee only applies to first-time subscribers
8. Chargebacks and Disputes
Please contact us before initiating a chargeback. Chargebacks may result in:
- Immediate account suspension
- Additional fees from payment processors
- Permanent account termination
- Legal action to recover costs
We prefer to resolve billing issues directly. Contact [email protected] first.
9. Price Changes
If we increase subscription prices:
- Existing subscribers: 30 days notice via email
- Current rate locked until end of billing period
- You can cancel before new rate takes effect
- New rate applies only to renewals
10. Contact Information
For billing, refunds, or cancellation questions:
11. Fair Use
This refund policy is intended for genuine cases. We reserve the right to deny refunds for:
- Repeated subscription/cancellation patterns
- Abuse of refund policy
- Violations of Terms of Service
- Fraudulent activity
Family Tree Global is a service provided by G & D Enterprises Inc
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