It's our priority for you to be happy with the images you get from our telescopes. Our equipment can deliver the best quality images you can ever imagine, so rest reassured that you will get them!
If you receive a poor quality image, contact us, and we will either reacquire your images or refund them. We'll always try to be as accommodating as possible with your requests.
Do you have quality assurance checks on my images?
Yes, we have automated pipelines that check your images as soon as they are acquired, and if something is detected to be wrong, they will be either reacquired automatically (if you use Automated Scheduling) or refunded (if you use Custom Scheduling).
We also have manual checks in the morning, where we visually inspect the images.
While we're constantly improving our pipelines, at times some poor quality images slip through, and you might end up with some images that are below standard. If that's the case, don't worry, just contact us and we will take a look at your images and refund.
What are the cases in which you do not issue a refund or reacquire the images?
There are some special cases in which we don't normally refund or reacquire the images:
- Images that are affected by satellite or asteroid trails are not refunded nor reacquired. You should take at least three images per filter, so that you can stack and remove artefacts, including satellite trails.
- If you select moon illuminations near to 100% in your request, we will not refund or reacquire images badly affected by moon reflections. This is why we give you a 50% discount.
In what cases your quality assurance pipelines might miss a poor quality image?
While we try to improve our pipelines all the time, there are some cases in which we struggle to detect poor quality images. You should pay particular attention to such cases, and let us know if you think something is wrong with your images.
- Weak signal across the entire image, normally due to haze or poor atmospheric conditions. You will notice this in a series of images, where one image with the exact same exposure time and filter of some previous images have a weaker signal.
- "Double stars" appearing throughout the entire frame. This is usually due to issue with the guider, guiding on a double star and jumping from one to the other.
- Bright stars appearing as very large blobs, normally seen in our wide-field reflactors. This is due to dew on the lense.