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Returns & Cancellations
Have you decided to cancel?
We'll show you possible solutions and where go if you have already decided to cancel. Please be sure to read all of the information on this page.
Important Software Updates are here for you!
Important updates for your Ascentive software have recently been released. These latest versions make available certain speed optimizations for newer network adapters and newer algorithms for an overall better performance boost. For the latest enhancements, features, and bug fixes, click here.
What is Ascentive's policy on cancellations?
The reason we provide trial periods for our subscription services is to give you time to make sure that our software works for you. Of course, this saves us time and saves you money, as well.
So while you can, of course, cancel your subscription to any Ascentive service at any time, we'd like to know if our services are not helpful to you, since this is not normal.
And we want to help!
Our goal is to have nothing but satisfied customers and we will do everything we can to help you.
What happens if I do cancel?
Cancellation Policy:
Currently, Ascentive offers different lengths of subscriptions including (but not limited to), monthly, bi-monthly, tri-monthly, semi-annual (6 month), and annual subscription terms.
Since subscription fees apply to terms or partial terms, subscribers with free trial periods are not eligible for refunds. Once a trial period has ended, customers agree to commit to the total cost of one full term, regardless of when they cancel service. Example: if your paid monthly subscription began on April 17 and cancelled on June 30, you would be billed for three months of service. If your paid annual subscription began on April 17 and cancelled on June 30, you would be billed for twelve months of service.
For annual (prepaid yearly) subscribers:
All annual subscriptions will automatically renew for an additional year at the current rate. You will receive a notification email prior to your service being renewed and can opt out at that time. You can also opt out of the Automatic Renewal Service at any time by contacting Customer Support or by going to www.ascentive.com and clicking on the My Account page.
All other subscribers:
To avoid interruption in service, your subscription is automatically renewed and charged for an additional like term of service (an additional month of service, for example). Your subscripion will continue until you contact us to cancel.
How do I cancel?
We're here to help you! But if you are looking to cancel your Ascentive service, you will need to start by opening a trouble ticket with us so we know you are having a problem. After you submit your request, you will get a trouble ticket tracking number via email within a few minutes. Our trained staff will do our best to help you solve the problem you are having, give you some extra time, or assist you with your cancellation if you choose. No matter what, we promise to respond to your request and leave you satisfied as per our No-Risk Guarantee.
To contact us and open your trouble ticket, just click here.
Note: Not using or removing the software from your computer does not automatically cancel your service. Please click here if you would like to cancel.
Canceling your subscription will invalidate your user name and password - you will no longer be able to access and use the software! In addition, if you are an ActiveSpeed or ActiveSweep subscriber, you will lose your performance advantage. In ActivePrivacy and ActiveDefender, you will no longer be able to protect your system with updated and customized privacy protection. BeAware.com users will no longer be able to protect and monitor their family, employees, and loved ones.
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?
- ActiveSpeed
- ActivePrivacy
- ActiveDefender
- ActiveSweep
- ActivePak
- PC Scan & Sweep
- Spyware Striker
- Greenlight Guardian
- PC Speedscan Pro
- BeAware
- RamRocket
- WinRocket
- WebRocket
- SpeedPak
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.