Terms of service

1. Acceptance of terms

These Terms of Service (the “Agreement”) govern your (“You” or “Your”) use of the 3D Hub Plus website and platform (the “Platform”) operated by Hex Craft LLC, a Texas limited liability company, doing business as 3D Hub Plus (“we,” “us,” or “our”). By accessing or using the Platform, creating an account, or placing an order, you represent that:

1. You have read, understand, and agree to be bound by this Agreement;
2. You are at least 16 years old, and if you are not yet of legal age to form a binding contract in your jurisdiction, a parent or guardian agrees to this Agreement on your behalf; and
3. You have the authority to enter into this Agreement personally or on behalf of the entity you represent.

If you do not agree to these terms, do not use the Platform.

We may update these terms at any time by posting the revised version on the Platform and updating the “Last updated” date above. Changes take effect immediately for new users and thirty (30) days after posting for existing users. Your continued use of the Platform after that period constitutes acceptance of the updated terms.

2. Description of service

3D Hub Plusis an online marketplace that connects customers seeking 3D printing and design services with independent makers (“Makers”) who provide those services. We are a platform, not a manufacturer. We facilitate the connection, communication, quoting, payment, and dispute resolution process between customers and Makers.

When you place an order through 3D Hub Plus, the printing or design work is performed by an independent Maker, not by us. We do not manufacture, inspect, or guarantee any printed parts or designs produced through the Platform.

2.1 Explore Designs directory

The Platform includes a curated directory of 3D models sourced from third-party platforms (“Explore Designs”). We do not host or distribute model files. Each listing links to the original source where the model was published. We are not affiliated with or endorsed by any third-party platform whose models appear in our directory.

You are responsible for verifying each model's license before requesting a print. Some models carry licenses that restrict commercial use. We are not liable for any licensing violations arising from your use of third-party models.

3. Registration and accounts

To use certain features, you must create an account. When registering, you agree to:

• Provide true, accurate, and complete information;
• Keep your account information current;
• Maintain the confidentiality of your password; and
• Accept responsibility for all activity under your account.

You may not share your account credentials or let anyone else access your account. If you suspect unauthorized access, notify us immediately at [email protected].

We reserve the right to suspend or terminate any account that provides false information, violates these terms, or is involved in fraudulent activity.

3A. Acceptable use

You agree not to, and not to help others:

• Use the Platform for any unlawful purpose or to order, produce, or distribute prohibited items (see Section 4.4);
• Circumvent the Platform to solicit, arrange, or complete a Platform-originated order off-platform, or use another user's contact information for that purpose;
• Infringe intellectual property or upload models you do not have the rights to produce;
• Harass, threaten, or abuse other users or staff, including in order messaging;
• Submit false information, impersonate others, or commit payment fraud or abusive chargebacks;
• Post reviews that are fraudulent, defamatory, or retaliatory — we may remove reviews that violate this section at our discretion;
• Scrape, crawl, or harvest data, or access the Platform by automated means except as we expressly permit;
• Reverse-engineer, probe, or interfere with the Platform's pricing, security, or infrastructure, or introduce malware; or
• Resell or misrepresent the Platform, or use it in a way that burdens or disrupts it.

We may remove content, suspend or terminate accounts, cancel orders, and report activity to authorities for violations. (See Sections 3 and 13.9 on termination.)

4. Ordering process

4.1 Placing orders

To place an order, you may upload a 3D model file or submit a print request through the Explore Designs directory. During the ordering process, you may specify material, color, infill, quantity, and other requirements. A Maker will review your request and provide a quote.

No contract to print any part exists until you accept a Maker's quote and complete payment. Quotes are estimates and the final price may vary based on the Maker's assessment of your requirements.

4.2 Your specifications

You are solely responsible for ensuring that your specifications, files, and requirements are accurate and complete before accepting a quote. We do not review, validate, or verify your 3D model files for printability, structural integrity, or fitness for any purpose.

4.3 Cancellations

Because each order is custom manufactured, cancellation policies are set by the individual Maker. Once a Maker has begun production, you may not be able to cancel. Refund eligibility for cancelled orders is governed by our dispute resolution process (Section 8).

4.4 Prohibited items

You may not use the Platform to order parts that are illegal, designed to cause harm, or that require federal, state, or local manufacturing licenses. This includes, but is not limited to, firearm components, weapons, and items that infringe on third-party intellectual property rights. We reserve the right to refuse or cancel any order at our sole discretion.

5. Pricing and payment

5.1 Payment

Prices are displayed and charged in the currency of the marketplace lane for your country (United States (USD), United Kingdom (GBP), Canada (CAD), Switzerland (CHF), Egypt (EGP)). Orders placed from the 3D Hub Plus catalog are sold and charged in USDonly. Payment is processed through our third-party payment processor (Stripe). By providing your payment information, you authorize us to charge the applicable fees. Your use of Stripe is subject to Stripe's own terms of service.

5.2 Platform fees

3D Hub Pluscharges one service fee on each marketplace order, computed on the Maker's quoted price and never on shipping. The current rate and any minimum or maximum are published on the Pricing pageand shown as a line item before you pay, in your order's currency. It is paid by you and never deducted from the Maker, who receives the full quoted price. Catalog and studio purchases are fixed-price and carry no such fee. The rate may change at any time; the rate shown at checkout is the rate you pay.

5.3 Escrow

Funds are held by the Platform until the order is completed and confirmed. This protects both customers and Makers. Funds are released to the Maker after you confirm receipt of your order, or 7 days after delivery, when an unconfirmed order is confirmed automatically — whichever comes first.

5.4 Taxes

Prices are shown without tax. Sales tax is calculated at checkout and added to your total where 3D Hub Plus is registered to collect it; where we are not registered, no tax is added. You are responsible for any taxes owed in connection with your purchases.

5.5 Promotional offers and coupons

3D Hub Plus may offer promotional credits — including a welcome offer for new customers — that reduce the 3D Hub Plusservice fee described in Section 5.2. A promotional credit reduces our fee only. It never reduces the Maker's price, their payout, shipping, insurance, or tax, and the Maker is always paid their quote in full.

• Where it applies. Marketplace orders that carry a 3D Hub Plus service fee. Catalog orders sold at a fixed price by 3D Hub Plus carry no such fee, so no credit applies to them — but buying one does count as a first purchase for the purpose of a first-order offer.
• How much.Up to the offer's stated maximum, and never more than the service fee on that order. Offer amounts are set in US dollars and converted into the currency of your order; the amount shown at checkout is the amount applied.
• Who is eligible. Customer accounts only. Accounts registered as Makers are not eligible, including for their own orders.
• One per account, one per order. Promotional credits are limited to one per account unless an offer says otherwise, are not combined with one another, and are applied to a single order.
• Payment method. Credits are applied when you pay by card. They are not applied to PayPal payments. The amount shown at checkout is always what you will be charged.
• Expiry. Credits expire on the date shown with the offer — 90 days from issue unless stated otherwise — and cannot be reinstated after that date.
• If you don't complete checkout. A credit is only spent when the order is paid. If you start checkout and do not pay, the credit returns to your account, though it may take up to 24 hours to become available again.
• Refunds and cancellations. A credit applied to an order that is later refunded or cancelled is treated as used, because the fee it waived was never charged to you in the first place.
• No cash value. Credits have no cash value, cannot be sold, transferred, exchanged, or redeemed for cash, and cannot be applied retroactively to an order already placed.

We may change, pause, or end any promotional offer at any time. Ending an offer does not affect a credit already applied to an order you have paid for. We may void a credit, and decline to honour it, where we reasonably believe it was obtained or used through duplicate accounts, false information, or any other abuse of an offer (Section 3A).

5.6 Customer referral program

When the referral program is available, customer accounts receive a personal referral link to share. If someone signs up through your link and completes their first paid marketplace order, you earn a promotional credit toward the 3D Hub Plus service fee on your own next marketplace order. Referral credits are promotional credits and all of Section 5.5 applies to them, plus the following:

• What your friend gets. The person you refer receives the same welcome offer as any new customer. Referring them never worsens their deal.
• One credit per referred person, ever.A referral is counted once, when the referred person's first paid order completes — not at signup. Credits become available a few days after that order, and one at a time: a further earned credit becomes available after the previous one is used or expires.
• Attribution. The first referral link or code associated with an account is the one that counts; it is not changed retroactively. Referring yourself — including through additional accounts or by placing the referred order yourself — earns nothing and is grounds to void credits and close accounts (Section 3A).
• If the referred order is refunded. A referral credit earned from an order that is later refunded, cancelled, or charged back is withdrawn if it has not been used.
• Never cash. Referral credits reduce our service fee only. They are not cash, are not paid out, and cannot be transferred. Separate, invitation-only partner programs with their own terms may exist for creators and influencers.

6. Shipping and delivery

6.1 Shipping estimates

Delivery dates provided by Makers are estimates, not guarantees. Actual delivery times depend on the Maker's production schedule, shipping method, and carrier performance. We are not liable for shipping delays caused by carriers, customs, or other factors outside our control.

6.2 Risk of loss

Risk of loss or damage to parts transfers to you upon delivery to the carrier selected by the Maker. If your order arrives damaged, contact us within 3 days of delivery to initiate a dispute.

6A. Maker terms

This section applies to users who offer printing or design services as Makers.

6A.1 Maker status

Makers are independent contractors, not employees, agents, or partners of the Platform (see Section 13.2). You are responsible for your own equipment, materials, taxes, and compliance with applicable law.

6A.2 Payments and payouts

The Platform collects payment from the customer at checkout and holds it in escrow (Section 5.3). Your payout equals your accepted bid amount for the order; it does not include the platform service fee, taxes, or shipping charged to the customer. Funds are released to your connected payout account after the order is confirmed complete and any applicable holds clear.

6A.3 Payout provider (Stripe Connect)

Payouts are processed through Stripe. To receive funds you must create and maintain a Stripe connected account and accept the Stripe Connected Account Agreement. We do not control Stripe's identity verification, holds, or timing. You authorize us to instruct payouts, reversals, and adjustments to your connected account as described in these terms.

6A.4 Reversals, refunds, and chargebacks

If an order is refunded, disputed, or charged back, we may withhold, reverse, or recover the corresponding amount from your current or future payouts or your connected account. For maker-fault outcomes — including a maker-fault reprint under Section 7.4 — return shipping and any re-do cost may be allocated to you and netted from your payouts.

6A.5 Taxes

You are solely responsible for reporting and paying all taxes on your earnings. Where required by law, tax forms will be issued through Stripe's tax reporting once reporting thresholds are met, and you must provide accurate taxpayer information when asked. We may withhold payouts until required taxpayer information is provided.

6A.6 Suspension and in-flight orders

We may suspend or remove a Maker for breach of this Agreement, fraud, repeated quality failures, or off-platform circumvention (Section 3A). If you are suspended with orders in progress, we may reassign, cancel, or refund those orders and adjust payouts accordingly to protect customers. Amounts already earned on completed, undisputed orders remain payable.

7. Quality and returns

7.1 No warranty on specifications

Because parts are produced according to your specifications, we do not warrant that any part will meet your intended use, be fit for a particular purpose, or be free of design defects. You are solely responsible for your design.

7.2 Quality issues

If a part does not conform to the specifications you provided in your order (wrong material, wrong color, visible defects not attributable to your design), you may raise a dispute within 3 days of delivery. The Maker may, at their discretion, offer a reprint, partial refund, or full refund. If you and the Maker cannot reach a resolution, the Platform will mediate.

7.3 Acceptance

If you do not raise a quality dispute within 7 days of delivery, the order is confirmed automatically, is deemed accepted, and the sale is final — subject only to the limited post-completion help described in Section 7.4.

7.4 Post-completion help and reprints

Fit and dimensional problems with custom parts often only surface once you handle or assemble the finished part. For that reason, you may request help with a completed order for 7 days after it is marked complete, even though the order is otherwise final. This help is separate from the quality dispute in Section 7.2, which must be raised before the order is final. It is a discretionary accommodation and does not modify Section 7.1 or create any warranty that a part will fit or be suitable for its intended use. You make this request through Support. The in-order messaging channel closes when an order completes, and after completion you and the Maker do not communicate directly about the order except within a follow-up order the Platform opens.

To request help, describe the problem and include at least one photo of it. We review your request together with the original order and the files and measurements it was built from, and we decide how to proceed. We may decline a request that the evidence does not support, that falls outside the 7-day window, or that repeats one already decided. You may open one help request per order.

When we agree to continue the work, we open a new, linked follow-up order to do so. We do not reopen, refund, or otherwise change the original order, which stays final, and the original payment to the Maker is never reversed. Whether the follow-up costs you anything depends on what caused the problem.

If the problem resulted from the Maker’s work rather than the specification you provided, the reprint is free, carries no platform service fee, and the Maker covers return shipping of the corrected part. If instead the problem stems from a change to the specification, a new measurement, or any other new requirement, the follow-up is a paid order, priced and charged like any other order on the Platform, and you pay its shipping.

If sending a physical part to the Maker for reference or re-measurement would help, you arrange and pay for that shipment in every case. Each follow-up order is a standard order with its own timeline, payment, and post-completion help window. Where the cause is genuinely shared or unclear, we decide a fair allocation between the parties. Our determination of cause, cost, and shipping responsibility is final for this process and does not limit your rights under Section 12.

8. Disputes

We provide a dispute resolution process for issues between customers and Makers. Both parties agree to participate in good faith. If the Platform mediates a dispute, our decision is final with respect to any funds held in escrow.

You agree to attempt resolution through our internal dispute process before pursuing any external legal remedy.

9. Intellectual property

9.1 Platform license

We grant you a limited, revocable, non-exclusive license to use the Platform for its intended purpose. You may not reverse engineer, scrape, or reproduce any part of the Platform, including its pricing algorithms, matching systems, or content.

9.2 Your content

You retain ownership of any files, designs, or specifications you upload (“Your Content”). By uploading, you grant us a non-exclusive, royalty-free license to use Your Content solely for the purpose of fulfilling your orders and operating the Platform. This includes sharing Your Content with Makers as needed to complete your order.

You represent and warrant that you own or have the necessary rights to Your Content, and that Your Content does not infringe on any third party's intellectual property, privacy, or other rights.

AI Figurine uploads. If you use the AI Figurine tool in our customizer, photos you upload to that tool are transmitted to a third-party AI service (fal.ai) to generate a 3D model. You review and approve the generated model before anything is printed — nothing is manufactured without your approval. By uploading a photo to that tool, you represent that you have the right to use the photo and the consent of any identifiable person shown in it (or of their parent or guardian, if a minor) for this use. Generated models are AI outputs: they are approximations and may differ from the source photo. This applies only to the AI Figurine tool; photos uploaded to other customizer tools are processed by the Platform and are not sent to that service.

Showcasing finished work. Makers may display photos of the finished physical items produced for your order in their public portfolio on the Platform. These photos show the printed item, not your uploaded files, which remain covered by the license above. If you prefer that photos from your order not be displayed, contact support and we will exclude them.

9.3 Third-party models

If you request a print of a model from our Explore Designs directory or any external source, you are responsible for complying with that model's license terms. We do not verify licensing for third-party models and are not liable for any infringement claims arising from your use of such models.

9.4 Trademarks

3D Hub Plus and associated logos are our trademarks. Third-party platform names and logos appearing on the Platform belong to their respective owners and are used for identification purposes only.

9.5 DMCA

We respond to valid takedown requests in accordance with the Digital Millennium Copyright Act. See our DMCA & Takedown Policy for details on how to submit a request.

10. Indemnification

You agree to indemnify and hold harmless 3D Hub Plus, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorney's fees) arising from:

• Your breach of this Agreement;
• Your use of the Platform or any parts produced through it;
• Any claim that your specifications or uploaded content infringe on a third party's rights;
• Any injury, death, or property damage caused by a part produced from your specifications; or
• Your violation of any applicable law.

11. Disclaimers and limitation of liability

11.1 Disclaimer of warranties

The Platform, services, and all parts produced through the Platform are provided “as is” and “as available” without warranty of any kind. We expressly disclaim all warranties, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Platform will be uninterrupted, error-free, or secure. We are not liable for the conduct of any Maker or for any part manufactured by a Maker.

11.2 Limitation of liability

In no event will 3D Hub Plus be liable for any indirect, incidental, consequential, special, or exemplary damages, or for any loss of profits, revenue, data, or business opportunity, arising out of or related to this Agreement or your use of the Platform, regardless of the legal theory and whether or not we have been advised of the possibility of such damages. Our total liability for any claim arising under this Agreement is limited to the total amount actually paid by you for the specific order giving rise to the claim.

11.3 Jurisdictional limitations

Some jurisdictions do not allow the exclusion of implied warranties or limitation of liability for certain damages. If these laws apply to you, some of the above limitations may not apply.

12. Arbitration and dispute resolution

12.1 Binding arbitration

Any dispute, claim, or controversy arising out of or relating to this Agreement or the Platform that cannot be resolved informally shall be resolved by binding arbitration administered by the American Arbitration Association (“AAA”) under its Commercial Arbitration Rules. The arbitration shall be conducted by a single neutral arbitrator.

12.2 Informal resolution first

Before filing for arbitration, you must first send us a written notice describing the dispute and your requested relief to [email protected]. We will attempt to resolve the dispute informally within thirty (30) days. If we cannot reach a resolution, either party may proceed to arbitration.

12.3 Class action waiver

All disputes must be brought on an individual basis. You waive any right to participate in a class action, class arbitration, or any other representative proceeding. If this waiver is found unenforceable for a particular claim, that claim must be resolved in court rather than arbitration.

12.4 Jury trial waiver

Both parties waive the right to a jury trial for any dispute arising under this Agreement, electing instead that disputes be resolved by arbitration or, where permitted, by a judge.

12.5 Small claims exception

Either party may bring an individual action in small claims court if the claim qualifies.

12.6 Limitations period

Any cause of action arising out of or related to this Agreement must be commenced within one (1) year after the cause of action accrues. Otherwise, such cause of action is permanently barred.

13. General provisions

13.1 Governing law

This Agreement is governed by the laws of the State of Delaware, without regard to its conflict of law principles, consistent with the Federal Arbitration Act.

13.2 Independent contractors

Makers are independent contractors, not employees, agents, or partners of 3D Hub Plus. We do not control how Makers perform their work, and nothing in this Agreement creates an employment or agency relationship between any Maker and 3D Hub Plus.

13.3 Electronic communications

By using the Platform, you consent to receiving communications from us electronically, including emails, push notifications, and notices posted on the Platform. You agree that electronic communications satisfy any legal requirement for written communications.

13.4 Third-party services

The Platform may link to or integrate with third-party services (payment processors, shipping carriers, model platforms). We do not control these services and are not responsible for their availability, accuracy, or content. Your use of third-party services is subject to their own terms.

13.5 Force majeure

Neither party is liable for delays or failures caused by events beyond reasonable control, including natural disasters, war, pandemics, government actions, strikes, or infrastructure failures. Payment obligations are not excused by force majeure.

13.6 Assignment

You may not assign or transfer this Agreement without our prior written consent. We may assign this Agreement in connection with a merger, acquisition, or sale of assets.

13.7 Severability

If any provision of this Agreement is found unenforceable, the remaining provisions remain in full effect. The unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

13.8 Entire agreement

This Agreement, together with our Privacy Policy, DMCA Policy, and Data Deletion Policy, constitutes the entire agreement between you and Hex Craft LLC regarding your use of the Platform.

13.9 Termination

You may close your account at any time by contacting us. We may suspend or terminate your account at any time, with or without cause, with or without notice. Upon termination, your right to use the Platform ceases immediately. Any outstanding payment obligations and the provisions of Sections 9, 10, 11, and 12 survive termination.

14. Contact

These terms are between you and Hex Craft LLC, a Texas limited liability company doing business as 3D Hub Plus, of Houston, TX, USA. Questions can be sent to [email protected].