Frequently Asked Questions
Common Billing FAQ
Click on a question below for your answer:
- I don't recognize this charge from Ascentive — what is it?
- When can I cancel service?
- Is this a monthly fee?
- I was just charged my subscription fee today, but I would like to cancel — am I eligible for a refund?
- Why didn't I receive a full refund when I was in my refund guarantee period for my service?
- How do I update my account & billing information?
1. I don't recognize this charge from Ascentive — what is it?
Ascentive LLC is the name of our company. It should appear as Ascentive.com Software or Ascentive com Software in your billing statement. Ascentive offers software to enhance your computer and Internet experience. Do any of these programs/services sound familiar?
- PC Scan & Sweep
- Spyware Striker
- Greenlight Guardian
- PC Speedscan Pro
You would only be charged if you purchased a program or service. Before calling Ascentive, check to make sure no one else in your household placed an order with us. For information on canceling a service, please click here.
2. When can I cancel service?
You're free to cancel at any time! We're so confident that you'll love our software, we always offer either free trial periods or refund guarantee periods. There are never any early termination fees! The moment you contact us to cancel, you will not incur any new charges and you will not be billed for any future service. For information on canceling a service, please click here.
3. Is this a monthly fee?
Most of our software has either a monthly or annual subscription fee, though WinRocket, RamRocket, and WebRocket do not. Unfortunately, there is no way to deliver on-going significant Internet acceleration without incurring bandwidth and server costs. This is because the subscription software communicates with our server and uses our bandwidth to continually optimize your entire Internet experience - from uploading and downloading to privacy and security. Check your receipt to see if your service carries a monthly charge. If you have a subscription, your receipt will clearly state the day it will renew (and rebill).
4. I was just charged my subscription fee today, but I would like to cancel — am I eligible for a refund?
Sorry; we do not bill until you are already into your new service term. You can cancel at any time to prevent billing for future service terms, but you are not eligible for a refund for current or past service terms. The only exception to this is if you cancel services during your initial trial period.
5. Why didn't I receive a full refund when I was in my refund guarantee period for my service?
If you cancel during your refund guarantee period and request a refund, you are refunded for 100% of your subscription charge. However, any additional optional charges (Extended Download Service, Shipping & Handling, and First-Class Order Status, etc.) that you might have included with your order are not refundable. While these options are valuable and popular among our customers, they are always optional and not covered by your refund guarantee. We hope you consider this in your decision for early termination.
6. How do I update my account & billing information?
You can change your billing information, card numbers, email address and even your password by logging into the following secure web page: https://access.ascentive.com
There you can see all of your account invoices, check on refunds, or recover a lost password. Just use your Ascentive sign in name and password to securely log in and edit your information. Your information will be updated immediately.