refund & cancellation

cancelling

You can cancel your subscription at any time. There’s no notice period, no cancellation fee, and no conversation you have to sit through.

• Email contact@ascnd.design and tell us you’d like to cancel.
• Cancellation takes effect at the end of your current billing period.
• You keep working with us until then. Nothing gets switched off early.
• We’ll deliver the final files for everything that’s been completed and paid for.

pausing instead

If you don’t need us right now but expect to later, pausing is usually the better option.

• Any unused days in your current billing period are held as credit and applied when you come back.
• You can stay paused for up to 3 months.
• After 3 monthsthe subscription is cancelled, and any credit still held is forfeited unless we agree otherwise. If you’re coming up on that, email us — we’d rather sort something out than have your credit disappear.
• Any locked or founding rate you have is preserved while paused.

Full detail is in section 5 of our Terms of Service.

refunds

Monthly subscription fees are non-refundable once the billing period has started. We reserve capacity for your work in advance, and a subscription is priced on the basis that the month is committed.

That said, here’s where we will refund:

• If we haven’t started.If you pay and we haven’t begun any work, tell us within 7days and we’ll refund the payment in full.
• If we end the engagement.If we choose to stop working with you, we’ll refund the unused portion of your current period.
• If we get it badly wrong.If we’ve genuinely failed to deliver what we agreed, talk to us. We’d rather sort it out than have you feel you wasted money, and we’ll look at each case honestly.

We don’t refundfor unused time in a period you’ve already started, for periods where work stalled because we were waiting on your feedback or assets, or for work that’s been completed and delivered.

if you’re buying as a consumer

Everything above is written for businesses, which is nearly everyone we work with. If you are a consumer in the UK or EU, you also have a statutory right to cancel within 14 days of signing up, and nothing on this page takes that away.

If you ask us to start inside those 14 days and then cancel, we’ll refund what you paid less a fair amount for the work already done. Once a piece of work is finished with your agreement, the 14-day right no longer applies to it.

build sprints

Fixed-scope projects work differently, since we block out time specifically for them.

• The deposit confirms your slot and is non-refundable once we’ve started work.
• If you cancel before we start, the deposit is refunded in full — less any preparatory work, such as a discovery session, that you asked us to do first.
• If you cancel mid-project, you’re billed for the work completed to that point and we deliver it.

how refunds are paid

Approved refunds are returned by the same method you paid, within 10 business days of approval. Any transfer or currency conversion charges applied by intermediaries are outside our control.

questions

If something about this doesn’t seem fair for your situation, email us. We’d rather talk about it than hide behind a policy page.