Refund & Dispute Policy.
Ascend Neural, LLC delivers professional AI services — not physical goods. This policy explains when refunds are issued, how disputes are handled, and what to do if you believe a charge is incorrect. Where a signed Master Services Agreement ("MSA") exists, the MSA prevails over this page.
Last updated: May 2026
1. Scope
This policy applies to all payments processed by Ascend Neural through Stripe or any other authorized payment processor, including consultation fees, deposits, milestone payments, monthly retainers, and subscription-based access to our orchestration platform.
2. Discovery & consultation fees
Paid discovery sessions and scoping consultations are non-refundable once the session has been delivered, because the work product (notes, scoping document, recommendation) has already been transferred to you. If you cancel a paid consultation at least 48 hours before the scheduled time, the fee is refundable in full or applied as credit toward a future engagement.
3. Project-based engagements
For fixed-scope projects governed by a signed Statement of Work ("SOW"):
- Deposits are refundable in full if Ascend Neural has not yet commenced work. Once work has commenced, deposits are non-refundable but applied against final invoicing.
- Milestone payments are non-refundable once the corresponding milestone has been delivered and accepted, or has been deemed accepted under the acceptance procedure in the SOW.
- If we materially fail to deliver an accepted milestone and cannot remedy the failure within the cure period stated in the SOW, you may terminate the engagement and receive a prorated refund of fees paid for the unaccepted milestone.
4. Monthly retainers & subscriptions
Retainer and subscription fees pay for capacity reserved during the billing period. They are non-refundable for the current billing cycle once charged. Cancellation prevents the next renewal — see our Cancellation Policy.
If a billing error results in an overcharge, we will refund the overcharged amount within 10 business days of confirmation.
5. How to request a refund
Email support@ascendneurolllc.com with:
- Your invoice or charge ID.
- The amount and date of the charge.
- A brief explanation of why you believe a refund is due.
We acknowledge refund requests within two business days and resolve them within 10 business days. Approved refunds are returned to the original payment method; depending on your card issuer or bank, settlement may take an additional 5 – 10 business days.
6. Disputes & chargebacks
We ask you to contact us before filing a chargeback with your card issuer. Most disputes can be resolved faster directly with our team than through the card network process.
If you initiate a chargeback, we may submit evidence (signed SOW, delivery records, communications, acceptance confirmation) to the card network. While a chargeback is in progress, related service access may be suspended. Chargebacks resolved in Ascend Neural's favor remain payable, and we reserve the right to recover associated fees.
7. Fraudulent or unauthorized charges
If you believe a charge on your card from Ascend Neural was unauthorized, contact support@ascendneurolllc.com immediately. We cooperate fully with cardholders and issuers to investigate and, where appropriate, reverse fraudulent transactions.
8. Currency & payment processor fees
Refunds are issued in the currency originally charged. Currency conversion losses and processor fees levied by Stripe or your bank are not refundable by Ascend Neural.
9. No refunds for cause
We will not issue refunds where the engagement has been terminated for cause attributable to the client, including non-payment, breach of the MSA, or violation of the Export & Legal Restrictions.
10. Contact
Ascend Neural, LLC
Sheridan, WY 82801, United States
support@ascendneurolllc.com · Mon – Fri · 09:00 – 18:00 MT