Refund policy

UP42 credits are non-refundable, but in some cases, you can get back credits spent on an order or a job. A refund request can be approved or declined based on the factors that contributed to the issue. For more information on warranty policy, see Terms and conditions.

Even if your case isn’t described or a timeline for a refund has passed, contact support to discuss a possible solution.

• Credit deduction errors

  If you encounter an issue with the amount of deducted credits, report the issue back to us within 7 days of deduction.

  Request a refund by contacting the Operations team. Include the order ID and the reason for the refund.

• Any tasking data quality issues

  If you discover data quality issues — for example, errors in positional accuracy, radiometric errors, artifacts, cloud coverage issues, or incomplete deliveries — report the issue back to us within 7 days of data delivery. You can also report an issue even if a tasking order is still ongoing. Apart from a refund, the other options are to extend the tasking period or to retask the order.

  Request a refund by contacting the Operations team. Include the order ID, the asset ID, and the reason for the refund.

• The tasking period has passed

  If a tasking order hasn’t been collected within the agreed timelines, you can extend the timelines or get back credits spent on this order. You’ll get a partial refund or a refund proportional to the percentage of the area not tasked. For example, if 40% of the ordered data hasn’t been acquired within the timeline, you’ll get back 40% of the credits spent on the order.

  If today’s date exceeds the agreed end date by 7 days or more, request a refund by contacting the Operations team. Include the order ID and the reason for the refund.

• Credit deduction errors

  If you encounter an issue with the amount of deducted credits, report the issue back to us within 7 days of deduction.

  Request a refund by contacting support. Include the order ID and the reason for the refund.

• Any catalog data quality issues

  If you discover data quality issues — for example, errors in positional accuracy, radiometric errors, artifacts, or incomplete deliveries, report the issue back to us within 7 days of data delivery. Apart from a refund, the other option is to get data with similar parameters from a different geospatial catalog collection. In this case, additional fees may apply.

  Request a refund by contacting support. Include the order ID and the reason for the refund.

• Credit deduction errors

  If you encounter an issue with the amount of deducted credits, report the issue back to us within 7 days of deduction.

  Request a refund by contacting support. Include the job ID and the reason for the refund.

• Processing job failure

  If you encounter a processing job failure, report the issue back to us within 7 days of job completion. Our specialist will try to fix the issue first.

  Request a refund by contacting support. Include the job ID and the reason for the refund.

1. Open the console.
2. In the upper right corner, click your workspace name → Credit management.
3. Go to the Transaction history tab.
4. Check the transaction date.

1. Open the console and go to  Tasking.
2. Select an order to open a sidebar and go to the Captured imagery tab.
3. Check the data delivery date in the Created column.

1. Call the Get asset metadata endpoint.
2. Check the value in the createdAt field.

1. Open the console and go to  Data management.
2. Click the asset to see its information.
3. Check the data delivery date and time in the first line: “Created by <name>, dd/mm/yyyy, hh:mm”.

1. Call the Get asset metadata endpoint.
2. Check the value in the createdAt field.

1. Open the console, go to  Data management → Jobs.
2. Check the job creation date in the Created field.

1. Call the Get a processing job endpoint.
2. Check the value in the finished field.