Refund Policy | Zerosat

Draft, pending legal review. This document is not final. Highlighted placeholders must be completed and the whole reviewed by counsel before it is relied upon.

Last revised: [effective date]

This Refund Policy is part of our Terms of Service and explains when and how you get your money back. It applies to collections you order through the Zerosat service at zerosat.io.

1. What you pay for

Each order is a single collection (a single scene or a coverage mosaic). You pay the imagery cost plus a flat Zerosat tasking fee, both shown before you pay. You are charged before any vendor order is placed: no payment, no tasking.

2. Estimates require a firm quote

A collection priced from our notional model is not chargeable. You are only charged for a collection backed by a live vendor quote. If a firm vendor quote comes back materially different from an estimate, we will not charge you the difference silently: we re-quote or decline and refund.

3. Full refund if a collection cannot be tasked

If, after you pay, the collection cannot be tasked (for example there is no feasible satellite access window, the vendor cannot accept the order, or a legal or vendor restriction prevents it), you receive a full refund of everything you paid for that order (imagery cost and tasking fee).

4. Before vs. after the vendor order is placed

Because fulfillment is manual, there is a window between your payment and when our operators place the vendor order:

Before we place the vendor order: you may cancel for a full refund. Contact [support@zerosat.io] as soon as possible.
After we place the vendor order: the imagery cost may be non-refundable to the extent the vendor has committed it, because we have incurred that cost on your behalf. [BUSINESS DECISION: decide and state clearly whether the flat Zerosat tasking fee is refundable after the vendor order is placed. Recommended: refund the tasking fee on cancellations we can still stop at the vendor, and state that once the vendor has captured/committed the imagery the imagery cost is non-refundable.]

5. Failed or unusable collections

Satellite collection is subject to real-world conditions (e.g. cloud cover). If a delivered collection fails to meet the specifications agreed at order (for example, cloud cover above an agreed threshold, or a failed capture), contact us and we will pursue a re-collection or a refund in line with the fulfilling vendor's re-collect and quality terms for that order. We will tell you which applies before you decide.

6. Duplicate or erroneous charges

If you are charged more than once for the same order, or charged in error, contact us and we will refund the erroneous charge in full.

7. How to request a refund

Email [support@zerosat.io] with your account email and the order/billing identifier. We aim to respond within [e.g. 2 business days].

8. How refunds are issued

Approved refunds are issued to the original payment method through our payment processor, Stripe. After we issue a refund it typically takes 5–10 business days to appear, depending on your bank or card issuer. We refund in the original currency; we are not responsible for third-party currency-conversion or bank fees.

9. Chargebacks

If you believe a charge is wrong, please contact us first: we can usually resolve it faster than a chargeback. We reserve the right to contest chargebacks we believe are made in error, and to suspend accounts with fraudulent chargebacks.

10. Changes

We may update this policy prospectively. The "Last modified" date reflects the latest version. The policy in effect when you placed an order governs that order.

11. Contact

[support@zerosat.io] · [LEGAL_ENTITY], [ADDRESS].