16. Cancellations

This Section shall only apply to consumer users of the Site. If you are a Genealogist or other commercial user of the Site, you will not have the right to cancel a Subscription in accordance with the below.

If you change your mind or for any other reason decide you do not want a Subscription package, you may cancel your order within fourteen days after the day on which the contract is entered into (Cooling-Off Period). Where you have given your express consent to start access to Records in accordance with the section below, then we will not be obliged to provide you with a refund (see Refunds below), however we may give you a refund in this circumstance if no Records have been viewed.

To cancel the purchase of a Subscription you must inform us 

• in writing either to the address noted at the end of these Terms or by emailing us at [email protected] giving us your name, address, and order reference; or
• by telephone by calling us on +44 (0)20 3326 6300 Monday - Friday 5am - 1.30pm (EST) +1 (855) 246-8234 Monday - Friday 7am and 5pm (ET), giving us your name, address, and order reference. 

The right to cancel will apply to a Subscription taken out after a Trial has ended and where you did not cancel your Trial prior to the expiry of the Trial.

After cancellation, you will lose access to any previously viewed records with the exception of free-to-view records available on Site. More details can be found here.

Please note that where you have obtained a Subscription via redeeming a Voucher on the Site, these cannot be cancelled in line with the above since these rights only apply to distance sales. You may have an alternative right to cancel or exchange if this is offered by the stockist who originally sold you the Voucher. You will need to contact the stockist who you purchased the Voucher from.

Please note that different terms and conditions apply to subscriptions purchased through the App.

Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Confirmation Email. Nothing in this section affects your legal rights.    

US cancellation methods

If you are a consumer customer in the United States, you may cancel a Subscription through the same medium used to sign up and without a process that is more burdensome than the sign-up process. Cancellation is available (a) online through the 'My Account' and 'My Subscription' pages or account settings; (b) by telephone by calling +1 (855) 246-8234 during the customer-support hours stated in these Terms; or (c) by email at [email protected]. You will not be required to call to cancel a Subscription purchased online. For a Subscription purchased through an App, the applicable app-store cancellation process is described in Section 27. After we process your cancellation, we will promptly send a confirmation email stating the effective cancellation date, whether any further charges will be made, and any continued access or refund treatment. 

12-Month Agreement - Paid Monthly - UK

You may cancel online at any time via the ‘My Account‘ and ‘My Subscription‘ pages. This will stop your subscription from automatically renewing once your 12-month agreement ends. You will continue to pay the agreed monthly instalments until the end of your 12-month term, and your subscription will expire automatically on that date. 

If you wish to end your agreement before the expiry of the 12-month fixed term, you must contact Customer Services. In this case, an early termination fee will apply. The termination fee is £35. You will be asked to give explicit consent to these Terms and Conditions, including the termination fee, during checkout. Once the termination fee has been paid your subscription will end immediately. No further monthly payments will be collected. Termination requests must be made at least 48 hours before your next renewal date if you wish them to take effect in the current billing period. If we are unable to collect the termination fee on the payment method on file, your cancellation will still be recorded and your agreement will not renew; the unpaid termination fee will remain payable and we may make further collection attempts, notify you of failed attempts and future retries, contact you to arrange payment, and may refer the outstanding balance to a collections agency. 

US 12-Monthly Agreement - Paid Monthly

If you are a customer in the United States enrolled in this plan, you may cancel online at any time to prevent renewal after the 12-month term. You will continue to owe the agreed monthly instalments through the end of the fixed term unless you exercise an early-termination right. To end the agreement before the end of the term, you may use any of the US cancellation methods above; the applicable fixed early-termination fee will be the $55 U.S.-dollar amount disclosed before purchase The total cost of the commitment and the early-termination fee will be disclosed clearly and conspicuously before you commit. Once the early-termination fee is paid, the Subscription will end immediately and no further monthly instalments will be collected, subject to any mandatory consumer-protection rights. 

Nothing in this section affects any additional rights you may have under the consumer-protection laws of your country or province of residence.