Refund policy

1Before you pay

The free check shows you how much was found about your dogs before you pay anything. When too little is found, we say so and do not offer the research for sale.

2The 14-day right to withdraw

Family research is digital content made for you, and it starts as soon as you pay. At checkout you ask for it to start straight away and confirm that you then lose the 14-day right to withdraw that consumers in the EU, the UK and some other countries have. So a purchase cannot be cancelled once the research has started, except as below.

3When we refund in full

Write to us within 14 days of your purchase and we refund the full price when:

• The research could not be completed. If it stops because of a fault on our side, we run it again; if it still cannot finish, we refund you.
• You paid twice for the same pedigree, or were charged for an order that did not go through.

If we misread your pedigree. If a dog's name on your family page does not match your pedigree certificate, tell us. We correct it and update your family page at no cost.

A refund is not given because the public sources hold less about a dog than you hoped, or because a finding is unwelcome. The free check is there to show you what to expect.

4How to ask

Write to hello@thedogsbefore.com with the address of your report or the email you paid with. You can also ask Paddle, our reseller and merchant of record, at paddle.net. Refunds are made by Paddle to the card or account you paid with, usually within 5 to 10 working days.

5Your rights

This policy does not limit any right you have under the consumer law of the country where you live, including remedies when digital content is faulty. See also the terms.