Refund & Cancellation Policy

ASCEND LLM is a paid, subscription-based platform. Subscriptions are billed in advance, monthly or annually, by card through our payment provider (or by invoice where agreed in an Order). Add-ons are billed on the same cycle as your subscription, with an immediate prorated charge when added.

Free trials require a valid payment method. When the trial ends, your subscription starts automatically and the first billing period is charged, unless you cancel before the trial ends. You can cancel during the trial at any time from the Billing Portal.

We do not refund payments already processed, including for: - partial use of the Service within a billing period; - inactivity or unused features; - downgrades before the end of a billing cycle; - the remaining months of an annual plan after you cancel; - add-ons and one-time purchases once work has started or the purchase has been delivered. The Service is a business tool made fully available immediately upon subscription. Statutory rights that cannot be waived remain unaffected.

You can cancel at any time: open the account menu in the app, choose Plans & Billing, then Manage subscription. Cancellation takes effect at the end of the current billing period; you keep access until then and are not charged again unless you reactivate. It is your responsibility to cancel before the renewal date if you no longer wish to use the Service.

We issue refunds where the Terms of Service provide for them: billing errors and duplicate charges; a pro-rata refund of the unused period if we discontinue the Service or terminate your subscription without cause; a pro-rata refund if you terminate because of our uncured material breach or because you reject a material adverse change to the Terms; and any refund required by applicable law. Refunds go to the original payment method.

For billing errors, duplicate charges, or system malfunctions, contact us within 7 days of the charge and explain the situation. We review these cases individually and in good faith.

We may refuse refunds or further registrations where we see abuse, such as repeated cycles of subscribing, requesting refunds, and re-subscribing, or repeated trial sign-ups for the same organization.

Serendipity Int Ltd (trading as ASCEND LLM) Causeway House, 13 The Causeway, Teddington, TW11 0JR, United Kingdom Email: hello@ascendllm.co.uk Website: https://ascendllm.co.uk