Privacy policy

This Privacy Policy describes how Hex Craft LLC, a Texas limited liability company, doing business as 3D Hub Plus (“we,” “us,” or “our”) handles information when you use our website and platform (the “Platform”). It applies to customers, makers, and visitors. By using the Platform, you agree to the practices described here. This policy should be read together with our Terms of Service.

1. Information we collect

1.1 Information you provide

• Account information — name, email address, password, and account type (customer or maker).
• Profile and maker details — display name, avatar, location, printer and equipment details, and any information makers add to their profile.
• Order information — uploaded 3D model files, print specifications, quotes, messages exchanged about an order, and order history.
• Payment and payout details — billing information for purchases and, for makers, the details needed to receive payouts. Card and bank numbers are collected and stored by our payment processors, not by us (see Section 4).
• Shipping information — recipient name, postal address, and package details used to generate shipping labels and track deliveries.
• Phone number — if you choose to verify your phone or enable SMS notifications (see Section 6).
• Support and other communications — anything you send us when you contact support, respond to a survey, or otherwise communicate with us.

1.2 Information collected automatically

When you use the Platform, we and our analytics providers automatically collect technical and usage data, including your IP address, device and browser type, pages viewed, links clicked, referring pages, and timestamps. We collect this through cookies and similar technologies (see Section 3).

1.3 Information from third parties

If you sign up or sign in using a social account (Google, Facebook, Discord, or Twitch), that provider shares basic profile information with us — typically your name, email address, and profile picture — so we can create or access your account. We do not receive your social account password, and we do not post anything to those accounts. Our payment processors also share limited transaction details with us (such as confirmation of payment and the last four digits of a card) so we can manage orders and payouts.

2. How we use your information

• Create and manage your account, and authenticate you when you sign in;
• Process orders, quotes, payments, escrow, payouts, and refunds;
• Connect customers with makers and share order details needed to fulfill the work;
• Generate shipping labels and provide delivery tracking;
• Send transactional messages — order updates, verification codes, receipts, and account notices;
• Provide customer support and resolve disputes;
• Detect, prevent, and investigate fraud, abuse, and security incidents;
• Measure and improve the Platform, and understand how it is used;
• Send marketing or promotional messages where you have consented, and which you can opt out of at any time; and
• Comply with legal, tax, and accounting obligations.

3. Cookies and tracking technologies

We use cookies and similar technologies to keep you signed in, remember your preferences, secure the Platform, and understand usage. These include:

• Essential cookies — required for sign-in, security, and core functionality.
• Analytics — Google Analytics, which helps us understand how the Platform is used.
• Advertising and measurement— the Meta (Facebook) Pixel and Meta's Conversions API, which help us measure the performance of our marketing and may share certain activity (such as page views or sign-ups) with Meta.
• Security— Google reCAPTCHA, used on sign-up and password flows to block automated abuse. Your use of reCAPTCHA is subject to Google's privacy policy and terms.
• Referral attribution — if you arrive through a referral link, we set a referral cookie for up to 60 days so we can credit the person who referred you if you sign up or place an order.
• Campaign attribution — if you arrive from an ad or another tagged link, we set a cookie for up to 30 days that records the campaign, search keyword and landing page. If you post a job, we save that with the job so we can see which campaigns bring work to our makers.

If you are visiting from the European Economic Area or the United Kingdom, we ask for your consent through our cookie banner before setting non-essential cookies, and you can change your choices there at any time. Outside those regions, non-essential cookies may be set without a banner. You can also manage or block cookies through your browser settings, though some features may not work without them.

4. How we share information

We do not sell your personal information. We share it only as needed to run the Platform:

• Makers and customers— to fulfill an order, we share the information the other party needs (for example, a customer's model files and shipping address with the assigned maker, and a maker's details with the customer).
• Payment processors — Stripe and PayPal process payments and payouts. Your use of these services is also subject to their own privacy policies.
• Shipping — Shippo, to generate labels and tracking from shipment details.
• Email and SMS — Mailgun and SendGrid (email) and Twilio (SMS), to deliver account and order messages.
• Cloud storage — Amazon Web Services (S3), where uploaded files and related assets are stored.
• Analytics and security providers — Google and Meta, as described in Section 3.
• AI model generation — fal.ai, which processes photos you upload to the AI Figurine tool in our customizer to generate your 3D model. Photos you upload to other customizer tools are not sent to fal.ai.
• AI drawing— Google (the Gemini API), which processes a photo you upload to the coloring plate or cookie cutter studio to draw it as a line drawing in the style you pick. Only the photo being drawn is sent, nothing about you; Google's handling of it is subject to Google's privacy policy. Pictures that are already drawings are not sent.
• Content delivery and region detection — Cloudflare, which sits in front of our site and sees your IP address on every request. It tells us the country (and, in the US, the state) a request comes from so we can show the cookie banner and privacy controls where they are required. No separate geolocation service receives your IP.
• Legal and safety — when we believe disclosure is required by law, or necessary to protect the rights, safety, or property of our users, the public, or us.
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to this policy.

5. Third-party content and links

Our Explore Designs directory displays model thumbnails that are loaded directly from third-party platforms (such as Printables, Cults3D, and MakerWorld). When your browser loads these images, those platforms may receive technical data such as your IP address, browser information, and the page you are viewing. We do not control these platforms' data practices. The Platform may also link to third-party websites and services that have their own privacy policies, which we encourage you to review.

6. Phone verification and SMS

If you provide a phone number to verify your account or enable SMS notifications, we use Twilio to send verification codes and messages you have opted into. Message and data rates may apply, and message frequency varies. You can opt out of SMS at any time by replying STOP to a message or by updating your notification settings. We do not use your phone number for marketing without your consent.

7. Data security

We use technical and organizational measures designed to protect your information, including encryption of data in transit (HTTPS/TLS) and access controls. Payment card data is handled by PCI-compliant processors and is not stored on our servers. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. Data retention

We keep your information for as long as your account is active and as needed to provide the Platform. We may retain certain information after account closure where necessary to comply with legal, tax, or accounting obligations, resolve disputes, prevent fraud, and enforce our agreements. When information is no longer needed, we delete or anonymize it. Photos you upload to customizer tools (including the AI Figurine tool) and quality photos submitted through secure upload links are stored to fulfill your order, and you can request their deletion at any time via our Data Deletion page.

9. Your choices and rights

You can:

• Access and update most account information from your account settings;
• Request a copy or correction of your personal information, or ask us to delete it;
• Opt out of marketing emails using the unsubscribe link or your notification settings;
• Opt out of SMS as described in Section 6; and
• Manage cookies through our cookie banner and your browser settings.

To make a request, contact us at [email protected], or use our Data Deletion page to request deletion of your account and associated data. We may need to verify your identity before acting on a request. Depending on where you live (for example, the European Economic Area, the United Kingdom, or California), you may have additional privacy rights — contact us and we will honor the rights that apply to you.

9.1 California residents — Do Not Sell or Share

We do not sell your personal information for money. We do use advertising measurement tools (the Meta Pixel and Meta's Conversions API, described in Section 3) that may “share” certain identifiers and activity for advertising measurement as those terms are defined under California law. If you are a California resident, you can opt out of this sharing at any time using the “Do Not Sell or Share My Personal Information” link in the site footer. We also honor the Global Privacy Control (GPC) browser signal as a valid opt-out. Opting out stops these tools from loading or receiving your activity on this browser; it does not affect essential cookies or your account.

10. International users

We operate from the United States, and our service providers may process and store information in the United States and other countries. By using the Platform, you understand that your information may be transferred to and processed in countries that may have different data-protection rules than your own.

11. Children's privacy

The Platform is intended for users aged 16 and older and is not directed to children under 16. We do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with personal information, contact us and we will delete it.

12. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date above and, for material changes, provide additional notice where appropriate. Your continued use of the Platform after an update means you accept the revised policy.

13. Contact us

If you have questions about this Privacy Policy or how we handle your information, contact us at [email protected].

The data controller is Hex Craft LLC, a Texas limited liability company doing business as 3D Hub Plus, of Houston, TX, USA.