WHEN WILL YOU RECEIVE YOUR RESEARCH?
On agreeing details of a project with a customer, I always aim to complete the project within a reasonable time, and (where possible) will provide an estimated timeframe for delivery of your work. Generally, this will be within two to four weeks, but please check the Home page for any announcements about delays, holidays, seasonal closures etc.
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In the event that you do not receive an update from me within three weeks, please contact me at your earliest convenience; this assists me in identifying undelivered e-mails, and will enable me to update you about any circumstances that have caused unexpected delays to your project.
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CAN YOU CANCEL YOUR RESEARCH PROJECT?
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Due to limitations on opening hours at archives and record offices, there are occasions when it is necessary to work on multiple projects during one visit, and a return trip may be necessary for me to complete the balance of any remaining time agreed for your project. If this applies to your work, I guarantee that you will only be charged for one set of travel expenses.
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I endeavour to complete all work as efficiently as possible, but if you feel that your commission is taking longer than expected, please contact me in the first instance to check on the progress of your work. If circumstances have prevented me from beginning your project, or it is partially completed, I will advise on this.
If I have been unable to start your project at that point, you are fully entitled to cancel your request. If, however, the project is partially completed, I will provide evidence in any appropriate form (e.g. notes on sources searched, photographs of documents), with details of the time worked to date, and the total cost due. In these circumstances, a discount of 5% will be applied.
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WHAT HAPPENS IF I CANNOT FIND THE INFORMATION YOU REQUESTED?
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Family history research is dependent on searching historical records. I can guarantee that I will make every endeavour to consult any materials outlined in your research proposal, but I cannot promise that the historic materials most relevant to your enquiry have survived, that they will contain specific information concerning your ancestors, or that I will be able to search all suggested materials in the timeframe agreed for any given project.
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Whilst I fully understand that a failure to find specific information can be disappointing, all work is undertaken on the principle that payment is due for all work received and acknowledged by my customers (including instances where it has not been possible to find the requested information).
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I have experienced situations where an archives catalogue has become out-of-date. Items that should be at a particular location can be moved to another library or archive, too fragile to be produced or may no longer exist. When any of these situations arise, my policy is to pass this information on to you; if a visit to an alternative archive is necessary to view any documents of interest, I will be happy to provide you with an estimated price, but will not proceed with further work without your consent (either spoken or written).
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DO YOU HAVE TO PAY FOR A SEARCH IF NO USEFUL INFORMATION IS FOUND?
All of my commissions are accepted on the principal that my customer is as passionate about family history research as I am, and on the understanding that (although I will make every effort to identify and consult the most appropriate resources for your enquiry) it is not always possible to find the requested information.
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Where I have provided evidence that a search has been undertaken (e.g. supplied notes on sources searched, photographs of documents), I reserve the right to:
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invoice for any time spent on research sessions prior to establishing that I cannot access the most appropriate resources to resolve a customers’ query
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contact customers via e-mail, post or any other method supplied to pursue settlement of the outstanding balance
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apply a late payment fee of £30 for invoices that are not settled within 30 days of the work being received (unless a prior agreement has been made with the customer)
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If this page doesn't answer your question, or you would like further clarification on any points, please contact me at your earliest convenience. I will be delighted to assist you.
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