When requests fail, a credit refund will be applied according to the following policy:
- If the images passing our quality tests acquired are less than 50% than those requested, a full refund will be applied.
- If the images passing our quality tests acquired are more than 50% than those requested, then we will apply a proportional refund based on the total exposure time requested, and the total exposure time of the acquired images.
If you think that images that passed our quality tests are of poor quality and you'd like a refund for them, please contact us at firstname.lastname@example.org.
Note that we can only refund credits to your account. You will not be able to obtain a monetary refund to your selected payment method.
When using Automated Scheduling, requests might fail (or partially fail) if the target observability over one night decreases to less than one hour. This might happen if the request takes a long time to be fulfilled due to poor weather or strict constraints. In this case, the request will fail and you will likely need to wait for several months before the target becomes observable again.
When using Custom Scheduling there is a chance your request will fail due to poor weather or other technical issues, or that only a fraction of the images you request is acquired. Moreover, in good weather and in the absence of technical issues there is still the possibility that the acquired images do not pass our quality assurance tests.