Refund & Cancellation Policy

ascend LLM is a paid, subscription-based platform and managed service. 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. All prices are quoted in pounds sterling and exclude VAT unless stated otherwise.

Where we offer a free trial or paid pilot, a valid payment method may be required. When a trial ends, your subscription starts automatically and the first billing period is charged unless you cancel before the trial ends. You can cancel during a trial at any time from your billing settings or by emailing us.

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, managed-service work and one-time purchases once work has started or the deliverable has been provided. 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 from your account billing settings, or by emailing hello@ascendllm.co.uk from the address associated with your account. 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. Where an Order specifies a minimum term or a notice period, that Order takes precedence.

We issue refunds where our Terms of Service provide for them, including: - 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; - any refund required by applicable law. Refunds are returned to the original payment method and typically clear within 5 to 10 business days.

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, and we will correct genuine errors promptly.

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 organisation.

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