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Ascendra policies

Refund Policy

How we review and process refund requests for digital learning purchases.

Last updated: 20 August 2026

1. Scope

This policy applies to digital course purchases made through Ascendra, including monthly course access and full-course payments. Because course access, videos, notes, quizzes, assignments, and other digital resources may become available soon after an approved payment, every request is reviewed individually.

2. When a refund may be considered

  • A duplicate payment or a clearly identifiable accidental payment.
  • A successful payment for which the purchased access was not activated within a reasonable time after Ascendra was notified.
  • A material technical failure under Ascendra's control that prevents access and cannot be resolved within a reasonable time.
  • Another circumstance where applicable Sri Lankan law requires a refund.
Payment confirmation alone does not automatically make every purchase refundable. Eligibility depends on the circumstances and the use of the digital content.

3. Cases that may not qualify

Subject to applicable law, a refund may be declined where substantial course content has been accessed or consumed, the relevant month or course has been completed or extensively used, downloadable resources have been obtained, or the request is abusive, fraudulent, or based only on a change of mind after meaningful use.

A monthly payment is assessed for the specific month purchased. Prior months already used are not normally refundable merely because a student later stops the course. Promotional or discounted purchases remain subject to this policy.

4. How to request a refund

Contact Ascendra promptly and provide the account name, course, payment date, amount, transaction or order reference, reason for the request, and any supporting evidence. Do not send card numbers, passwords, OTPs, or other sensitive authentication information.

Please contact us through the contact details provided on Ascendra.lk.

5. Review and processing

We may verify payment status, account activity, access history, and the reported issue before deciding a request. We may first offer to restore access or correct a technical problem where that is a reasonable solution.

Approved refunds will be processed through the original payment method where possible. Processing time may vary depending on PayHere, another payment provider, or the issuing bank. Ascendra cannot guarantee the date on which a bank or payment provider will credit the funds.

Any payment gateway or administrative fee will be handled only where deduction is legally and contractually permitted. Ascendra will not request a separate fee merely to review a refund request.

6. Related policies

Course purchases and platform use are also governed by our Terms & Conditions. Our handling of personal and payment-related information is explained in our Privacy Policy.