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Refund Policy
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When we refundHow to ask for help or a refundWhen we don't refundUpdate plansPayment disputesAfter a refundCustom CityGeneralAscent Trading Systems is a digital download that includes the full source code, which you receive the moment you download it. For that reason all sales are final, except in the cases below. Please read the requirements and "Before you buy" on our website before purchasing, and ask us if you're unsure.
When we refund
Installation guarantee (14 days). If you cannot get the software installed and running in paper or simulate mode on a supported system, email support@ascenttradingsystems.com within 14 days of purchase. We will work with you to fix it. If we cannot get it running on a supported system, we will refund you in full.
Duplicate purchase. If you accidentally bought the same edition twice, we refund the extra order.
Wrong edition. If you bought the wrong edition, email us within 14 days and we will switch it, refunding or charging the price difference. For the Founders Edition, its Custom City is no longer refundable once we have started work on it, except as the Custom City section below says.
Supported systems: Windows 10/11 (64-bit) or Ubuntu 22.04/24.04 Linux, with Python 3.11-3.13 and an internet connection. A free Alpaca paper-trading account is required.
How to ask for help or a refund
Email support@ascenttradingsystems.com from the address you bought with, and include:
- your order number;
- your operating system and Python version;
- what you tried and the exact error message, or a screenshot of it (hide any keys).
We aim to reply within 2 business days. For the installation guarantee, we need a reasonable chance to help: please reply to our troubleshooting steps.
When we don't refund
Refunds are not given for:
- trading results, paper or real, or a strategy not performing as you hoped (including any vote of the ML Breakout Filter or any answer from the optional Ask the Agents page);
- changing your mind after downloading, except under the cases above;
- systems that don't meet the requirements listed before purchase;
- problems caused by your own changes to the code or settings, or by third-party services (for example your broker, data provider or internet connection);
- requests made more than 14 days after purchase, except a duplicate purchase, a renewal refund asked for within 14 days of that renewal, and the Custom City cases below.
Update plans
- Included first year: every purchase includes one year of feature releases at no extra cost.
- Yearly renewal: optional, for after your included year. It renews automatically every year at $79 until you cancel. Cancel anytime online from your Lemon Squeezy orders page. Canceling stops future renewals; your plan stays active until the end of the year you paid for. If a renewal was a mistake, email us within 14 days of the renewal and we'll refund that renewal (the plan then ends). At least 30 days before each yearly charge, we (or Lemon Squeezy) email you the date, the $79 amount and how to cancel.
- Founders Edition (all-in): a one-time purchase that includes the software, one Custom City and lifetime updates (every feature release we make, for as long as we release them). For refunds, its $449 price is split as: software $199, Custom City $100, lifetime updates $150. The software part follows the rules above. The Custom City part follows the Custom City rules below. The lifetime updates part ($150) is refunded if you ask within 14 days of purchase and haven't downloaded a Founders early-access version, or if you bought the Founders Edition twice by mistake (the extra order is refunded in full). A refunded Founders Edition frees its seat.
- Ending or refunding an update plan never affects the license you already have.
Payment disputes
Please contact us before disputing a payment with your bank or card company: almost every problem can be solved by email, and it's faster. A dispute or chargeback is treated like a refund (see below), and we will share our records of the order, license activations and our emails with the payment provider.
After a refund
Refunds are paid through the store you bought from, to the original payment method. A refund (or a payment dispute or chargeback) ends your license: the license key is disabled, the software stops running at its next license check, it can no longer be downloaded or updated, and you must delete every copy. Using the software after a refund is a breach of the license and of our copyright, and every copy carries an order mark that identifies the purchase it came from.
Custom City
A Custom City comes only with the Founders Edition, where it is valued at $100. If you change your mind about it before you have sent us your request, we refund that $100 (the software itself follows the rules above). Once we have started work on your design, the Custom City is not refundable, with two exceptions: if we cannot deliver it, and if it is late, or we extend its delivery time in a busy period (up to 90 days, License section 6) and you'd rather not wait. In those cases we refund the $100 on request, any time before it's delivered.
General
This policy is part of the Software License Agreement, and disputes about it are resolved as section 16 of that Agreement describes. The software is sold only to residents of the United States. Refunds are given in the cases listed here and wherever the law requires one; where this policy says we "will" refund, that is a commitment, not a choice we make case by case. Lemon Squeezy, as merchant of record, may also apply its own buyer terms. Nothing in this policy limits any rights you have under consumer law that cannot be waived.