Refund Policy

This policy explains how billing, cancellations and refunds work for the e-commerce management services provided by Ascendrium LLC ("Ascendrium", "we", "us"). The specific fees, billing cycle and notice periods for your engagement are set out in your service agreement; where it differs from this policy, the agreement prevails.

Service fees are billed in advance for each billing period, as stated in your service agreement. Advertising budgets, platform fees and third-party costs are paid by the client directly to the platform and are not part of our fees. Invoices are due according to the payment terms in your agreement.

You may cancel your engagement at the end of any billing period by giving written notice before the cancellation deadline in your service agreement. Work in progress at the time of cancellation is delivered to you, and access to accounts and assets we manage for you is handed over so your store keeps running.

Because our services involve scheduled, ongoing work — research, content, creator programs and advertising management — fees for a billing period are earned as the work is performed and are generally non-refundable once the period has started.

We will, however, refund fees pro rata where we have failed to deliver the agreed services for a billing period, or where we have made a billing error. Approved refunds are returned to the original payment method within 14 days of approval.

Advertising spend and third-party costs are charged by the platforms directly and cannot be refunded by Ascendrium. Refunds for advertising budgets are subject only to the platform's own policies, and we will assist you in requesting them where a platform error occurred.

If you believe an invoice is wrong, contact us first at {{CONTACT_EMAIL}} — most issues are resolved within a few business days. Filing a chargeback before contacting us may suspend work on your account until the dispute is resolved.

We may update this policy from time to time. The "Last updated" date above shows the current version. Changes never retroactively affect fees already invoiced under your agreement.