The Short Version
If something went wrong with an Ascend charge, contact us within 14 days of the charge and we’ll make it right. Cancelling your plan in Settings stops all future charges. This page is the one refund policy for every Ascend plan and purchase.
Cancelling Your Plan
You can cancel at any time in the app: go to Settings, then Membership. Your plan stays active until the end of the billing period you already paid for, then your account moves to the Free plan. Your chats and saved Reels stay. Cancelling stops all future charges; simply messaging us does not constitute a cancellation.
The Free Trial
Every paid plan starts with a 5-day free trial. Cancel before the trial ends and you pay nothing. If you don’t cancel, the plan converts to a paid subscription when the trial ends and the first charge is made.
Which Charges Can Be Refunded
A charge where something went wrong can be refunded if you ask within 14 days of the charge. That includes, for example, a duplicate or accidental charge, a charge made after you cancelled, or a part of the service you paid for that didn’t work. If you’re not sure whether your case qualifies, ask us — we read every request.
Requests made more than 14 days after a charge, and refunds for simply not using the service, are generally not supported. If you no longer want Ascend, cancel in Settings so the next charge never happens.
Credits
Credit packs and other credit purchases are not refundable, and credits can’t be cashed out. The details are in the Credits and Prepaid Balances section of our Terms.
How to Request a Refund
Email support@ascendviral.com with the email address on your Ascend account, the date of the charge, and what went wrong. Adding your Instagram handle speeds things up. On the Growth and Viral plans, you can also write to your growth team in Messages. We typically reply within one business day.
You can see your past charges in the app under Settings, then Membership, then Manage Membership.
How Refunds Are Paid
Approved refunds go back to the original payment method through Stripe, our payment processor. Most refunds arrive within 5 to 10 business days, depending on your bank.
Returns
Ascend is a digital service, so there is nothing physical to return. If you want to stop using Ascend, cancelling your plan is the equivalent of a return: it stops all future charges, and your account moves to the Free plan at the end of the billing period. See Cancelling Your Plan.
Questions
Write to support@ascendviral.com or call +1 (385) 266-8404, and we’ll help. The full legal terms are in our Terms & Conditions.
Ascend Viral LLC
30 N Gould St #33039
Sheridan, WY 82801