Unanticipated charges can often catch us off guard, especially when it comes to subscription services like Family Tree. If you’ve recently noticed an unexpected charge and are wondering about the refund process, you're in the right place. This guide provides a clear overview of how Family Tree handles refunds, outlines who is eligible for them, and walks you through the steps to request your money back efficiently. Our goal is to help you navigate this process with ease and confidence.
What You Should Prepare Before Applying For Refund
Account Information: Your registered email address or username associated with your Family Tree account.
Transaction ID: The unique identifier for your purchase, found in your order confirmation email.
Reason for Refund: A brief explanation of why you are requesting a refund, including any specific issues encountered with services purchased.
Payment Method: Details of the payment method used, including the last four digits of your credit/debit card or PayPal account if applicable.
Purchase Date: The specific date you made the purchase, which will help locate your transaction in their system.
Attachments: Any relevant documentation such as receipts or screenshots that support your refund request.
Family Tree Services Used: Specify the particular services or features utilized (e.g., subscription type or online resources accessed).
Contact Information: A working phone number and an alternate email address for any follow-up communication.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit/Debit Card
5-7 working days
PayPal
3-5 working days
Bank Transfer
5-10 working days
Gift Card
Immediate (store credit)
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from Family Tree
Family Tree provides users with a range of subscription-based genealogy and family history research services. Due to the nature of these services, users may have specific circumstances under which they could be eligible for a refund. Understanding these scenarios can help users navigate their options effectively.
Subscription Cancellations: If a user cancels their subscription prior to the next billing cycle, they may be eligible for a refund for the forthcoming billing period.
Account Issues: In cases where users experience technical issues that significantly impair their ability to use the services, they might qualify for a refund if those issues are unresolved.
Product Misrepresentation: Should a user feel that the services provided do not align with what was initially described at the time of purchase, they could potentially be eligible for a refund, provided they contact support within a reasonable timeframe.
Account Management Questions: If there are discrepancies in billing due to account tier upgrades or downgrades, users are encouraged to review their account settings, as adjustments may lead to eligibility for a refund based on changes made.
Users are encouraged to contact Family Tree support directly for personalized assistance and to explore any questions regarding their specific situations, ensuring they understand all options available regarding their subscriptions.
Step-by-Step Process to Request Your Family Tree Refund Like a Pro
If you purchased through Family Tree.com:
Log in to your Family Tree account on the website.
Navigate to the Account Settings section.
Select Billing Information or Membership Details.
Look for an option labeled Request a Refund and click it.
Fill out the refund request form, making sure to include details like:
Your account email
The amount charged
The date of the transaction
Mention that you were unaware of the renewal or that the account was unused.
Submit the refund request.
Monitor your email for confirmation and updates regarding your refund status.
If you purchased through Apple:
Open the Settings app on your iPhone or iPad.
Tap on your Apple ID at the top of the screen.
Select Subscriptions.
Find and tap on your Family Tree subscription.
Scroll down and tap Report a Problem.
Choose Request a Refund from the list of options.
In the comments section, use phrases like:
The subscription was renewed without notice.
I no longer use the service.
Submit your request.
If you purchased through Google Play:
Open the Google Play Store app on your device.
Tap on your Profile Icon in the top right corner.
Select Payments & Subscriptions.
Tap Subscriptions and find your Family Tree subscription.
Tap on Cancel Subscription if prompted.
After cancellation, look for the option to Request a Refund.
In your message, you can say:
I wasn't informed of the renewal date.
The account has been inactive.
Submit your request.
If you purchased through Roku:
Go to the Roku Website and log into your account.
Select the Manage Account option.
Locate the Subscriptions section.
Find your Family Tree subscription.
Click on Cancel subscription.
After cancellation, go to the Help section and find Contact Us.
In your request, mention:
The subscription renewed unexpectedly.
The service has not been used recently.
Submit your refund request.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
Get help with your refund
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Draft email to Family Tree for Refund
Script
Copy
Subject: Refund Request – Family Tree Account [Your Email]
Dear Family Tree Support Team,
I am writing to request a refund for the billing situation that occurred on [Billing Date]. [describe reason]
I would like to request a refund in the amount of [Amount]. If applicable, I have attached documentation supporting my request for your reference.
Please confirm the status of my request within 3-5 business days. Should you need further information, feel free to contact me at [Your Phone Number].
Thank you for your attention to this matter.
Best regards, [Your Name]
Common refund statuses
Status
Meaning
What It Means for You
Pending
Your refund request has been submitted and is awaiting review.
Please allow up to 3 business days for processing. You will receive an email update once your request is reviewed.
Processing
Your refund is being processed by our finance team.
This stage typically takes 3-5 business days. Please be patient as we complete your refund.
Refunded
Your refund has been successfully issued.
The total amount will be returned to your original payment method within 5-7 business days.
Partially Refunded
A portion of your refund request has been approved and issued.
You will see the partial refund reflected on your original payment method. For remaining issues, please contact support.
Completed
The refund process has been finalized.
You will receive a confirmation email, and your account balance will reflect the changes.
Canceled
Your refund request has been canceled either by you or by our team.
If you believe this is an error, please contact support for assistance.
Real User Scenarios: When and How Refunds Were Successfully Claimed
At Family Tree, users sometimes find themselves needing to request refunds due to various situations related to their accounts and services. Here are a few scenarios detailing how users successfully claimed refunds:
Annual Subscription Change: A user realized that they had signed up for the annual subscription but only intended to subscribe for one month. After contacting customer support, they explained their misunderstanding and received a refund for the unused months, with their membership being adjusted accordingly.
Service Interruption: A user faced a temporary service interruption while trying to access family history records. After reaching out to Family Tree’s support team, they received a refund for that month’s subscription as a gesture of goodwill for the inconvenience caused.
Incorrect Billing for Upgrades: A user upgraded their plan but mistakenly thought they were charged for a basic plan. Upon verifying with customer service, they confirmed the upgrade and were issued a refund for the difference in pricing when they expressed dissatisfaction with the charge clarity.
Membership Reactivation Confusion: A user who had previously canceled their subscription accidentally reactivated it while exploring account options. Once they recognized the error, they contacted Family Tree support and received a refund for the accidental charge, while also opting to revert back to a free account.
The Easiest Way to Get a Family Tree Refund
If you're frustrated trying to get a refund from Family Tree—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
When seeking to track your refund status with Family Tree, it's essential to use the tools and resources specifically available through their platform. Here’s how to efficiently monitor your refund progress:
Check Your Email: Family Tree sends refund updates directly to your registered email address. Make sure to look for emails with subjects like "Refund Processed" or "Your Refund Status Update" in your inbox and spam folders.
Utilize the Family Tree Mobile App: If you have the Family Tree mobile app, navigate to the notifications section. You'll receive in-app alerts regarding your refund status, which can provide the most timely updates.
Visit Your Account Dashboard: Log into your Family Tree account and head to your account dashboard. From there, check the "Order History" section. Each order will display its current status, including any refunds initiated.
Billing Section Insights: Within the "Billing" section of your account settings, you can find a detailed breakdown of all transactions. This includes your refund requests and any associated processing times.
Transaction History Tracking: Family Tree provides real-time updates regarding refund progress. Look for status indicators such as "Awaiting Approval" or "Refund Completed" in the transaction history.
Customer Support Contact: If you're still unsure about your refund status, reach out to Family Tree's customer support through the contact form on their website or via chat. Have your order number handy for quicker assistance.
FAQ
If you forgot to cancel your subscription on time, our refund policy typically does not allow for refunds on payments already processed. However, we encourage users to reach out to our customer support team for assistance, as they may be able to provide options or help with your specific situation.
Refund processing times can vary depending on your bank or credit card provider, but typically, it may take anywhere from 5 to 10 business days for the refund to appear in your account after it has been processed. It's always a good idea to check with your financial institution if you have not seen the refund after this timeframe.
If you see a charge but don't have an active subscription, please check your account history for any previous subscriptions or transactions. If you still have questions, reach out to our customer support team with the details of the charge, and they will assist you in resolving the issue.
If you're unable to receive a refund directly from Family Tree, consider reaching out to their customer service team again for further assistance. You may also want to escalate your concern within their support system to ensure it is reviewed thoroughly. Additionally, reviewing your account details and any relevant terms can provide further clarity on your options.
If Family Tree is unable to issue a refund, you may want to review their refund policy for further clarification on eligibility and terms. Additionally, consider reaching out to their support team again for assistance, as they may provide options or insights based on your specific situation. Lastly, ensure that your account details are accurate and up-to-date, as this can sometimes influence refund processes.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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