Credits refund policy

Get back UP42 credits if there is an issue with an order or a job.


Overview

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.

Source of data

Tasking orders

  • 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 and the reason for the refund.

  • The tasking period has passed

    If a tasking order has not 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.

Catalog orders

  • 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 asset 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 asset ID and the reason for the refund.

Processing jobs

  • 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.

Credit deduction date check

  1. Open the console and click the upper right corner → Credit management.
  2. Go to the Transaction history tab.
  3. Check the transaction date.

Data delivery date check

Data from tasking orders

In the console

  1. Open the console and go to Tasking inline-icon 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 field.

Through the UP42 API

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

Data from catalog orders

In the console

  1. Open the console and go to Data management inline-icon 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”.

Through the UP42 API

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

Processing results

In the console

  1. Open the console, go to Data management inline-icon Data managementJobs.
  2. Check the job creation date in the Created field.

Through the UP42 API

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