This policy applies to services paid for through a secure Stripe checkout provided by PoloniaRoots.
What you can expect if you cancel, or if the research does not find what you hoped for.
Before work begins
If you cancel before research begins, we will refund the amount paid. Mandatory consumer withdrawal rights continue to apply. If you ask us to begin during a statutory withdrawal period, you may be responsible for the proportion of work completed before your cancellation reaches us.
Plan-First Guarantee for research projects
For FOCUS10, ESSENTIAL25, STANDARD50 and PREMIUM100 projects, we email you a written research plan within two business days of receiving your payment and your order details. If, after reading the plan, you decide not to go ahead, tell us within three business days of receiving it and we will refund 100% of the amount paid. No research hours are charged against your project during this period: research begins when the three business days have passed, or earlier if you ask us in writing to start sooner.
Gift certificates
A gift certificate that has not yet been redeemed can be refunded in full to the person who bought it. Once the recipient redeems it, the project is covered by this policy in the same way as a project the recipient paid for, including the Plan-First Guarantee.
After work has begun
After work begins, completed research time and non-refundable third-party costs are not refundable. If you cancel a project with prepaid work still remaining, we will calculate and refund the unperformed portion. We will provide a summary of the work completed and the calculation used.
If the research finds nothing
A documented negative result is a research outcome, not a failure to deliver. You receive a full report of everything searched and why the search did not succeed.
Research time that was properly spent is not refundable because no desired record or relationship was found. The report will identify the sources searched, the negative findings and any realistic next steps. This does not affect your rights if the agreed research was not performed with reasonable care.
If we cannot start your case
If, after reviewing your order details, we conclude the research cannot reasonably be carried out at all - for example the relevant records are known to have been destroyed - we will tell you before beginning and refund you in full.
How to request a refund
Email info@poloniaroots.com or use the secure contact form, and write “Refund request” at the start of your message. Include the purchaser name, order reference and a short description of the request. We acknowledge refund requests within two business days and provide a decision or status update within 14 business days.
Last updated: October 1, 2026