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FAQ

Q. What happens after I place my order?

A. After we receive your order we will contact you via email to discuss your research needs and requirements and ask you to complete a form detailing what you know already so we can make a start. The more information you can give us and the higher quality it is, the better your tree will be.

We carry out a preliminary search to ensure a family line is traceable, which is free.

Once we confirm the existence of family records, we will ask you to agree on a genealogy package.

We then start our in-depth research.

Once completed, we will contact you to advise that your package is ready.

We then require you to settle the balance. Once we have received payment, we will send all documentation and your framed family tree if specified, to your home address by secure mail.

Q. In your packages description you refer to family lines, what do you mean by this?

A. By family lines we mean paternal and maternal ancestry, for example, your surname might be smith from your father and your mother’s surname name might be Jones, so you would choose either Smith or Jones. All of our packages either come with an option or come as standard the ability to follow both lines.

Q. In your packages description you refer to generations, what do you mean by this?

A. By generations we mean by how far back we research, so for example our bronze package comes with 2 generations. Starting from your nominated person, we would research their parents and their grandparents. In our silver package we would also research their great grandparents. Our gold and platinum packages we would go back through the generations as far back as we could.

Q. What research do you carry out?

A. It depends on which research package you have bought please visit our compare our research packages page on our website for more details or contact us.

Q. How long does it take?

A. The lead times vary between packages and demand but we estimate our bronze package takes about 3 weeks, our silver package about 4 weeks, our gold package about 6 weeks and our platinum package 6 to 8 weeks but this can vary. We will provide you with an estimate at the time of placing your order.

Q. What’s included?

A. It depends on which research package you have bought please visit our compare our research packages page for more details or contact us.

Q. Do you offer refunds?

A. Unfortunately, we can’t give refunds once research has started. Your tree is personal to you and only of value to you. Researching a family tree is a time consuming and expensive activity.

Q. Is my deposit refundable?

A. Only in specific circumstances. Such as, if we can’t find a main traceable family line or if you change your mind and we haven’t begun researching your family tree.

If you have any further questions, then please contact us at support@acorngenealogy.co.uk