Terms and Conditions

PrintPool Terms and Conditions

PrintPool Terms and Conditions

The following are the terms and conditions of a legal agreement between you and Printpool Additive Manufacturing Ltd, and any partners or affiliates (collectively, “PrintPool”, “Printpool Additive Manufacturing”, “we”, “us” or “our”). These terms and conditions govern your use of the services we offer (“PrintPool Services” or “Services”) and the use of www.printpool.co.uk (the “PrintPool Website”, “Site” or “Website”).

By using our website and/or services, you acknowledge to have read, understood and agree to be bound by these “Terms and Conditions” and to comply with all relevant UK laws and regulations. If you do not agree to these Terms and Conditions, you should not use our services or website.

Your submission of information, including personal information, through or in connection with the site is governed by the terms of our privacy policy as updated from time to time.

Although our site, products, and services are primarily designed for businesses we do serve consumers also – individuals who seek to use our products and services for personal, hobby or other purposes. Some products and services are reserved only for business customers, however.

1. Accounts

You must be at least eighteen years of age to use both the website and our services. If you are under 18, you may use PrintPool only with the involvement and consent of a parent or guardian.

In order to use certain features of the site, you must register for an account and provide information about yourself as prompted by the registration form. You must ensure that all required registration information you submit is honest and accurate, and maintain the accuracy of such information as required. You may delete your account at any time, for any reason, by following the instructions on the site, or by contacting PrintPool, so that a member of staff can do it for you.

We reserve the right to refuse service to anyone, for any reason, particularly in the case of suspected immoral use of the service, as defined by us. You must never use your account to upload a file that could be considered to be, or used as, weaponry. If you attempt to do this your account will be deleted, and relevant law enforcement services informed as necessary. We reserve the right to suspend or terminate your account at any time.

You are responsible for maintaining the confidentiality of your login information. You agree to immediately notify us of any unauthorised use, or suspected unauthorised use of your account or any other breach of security. We cannot and will not be liable for any loss or damage arising from failure to comply with the above requirements.

2. Instant Quotes

Our online quoting service offers instant quotation and ordering for models/files/designs uploaded to it. These models may be of either your own- or third-party design, but you must hold the necessary licence/right to use that model if you wish to proceed with an order.

Any models/files/designs uploaded to our platform remain the intellectual property of the original owner, and PrintPool makes no claim upon the IP rights of files uploaded. At your request, PrintPool will delete any files relating to your order from our system at any point, but we reserve the right not to issue a refund if this occurs partway through your order fulfilment.

Prices displayed are only valid at the moment that they are displayed, and we reserve the right to change prices without prior notice, and at any time. Orders completed before the pricing structure is revised will be honoured at the quoted price however. In the unlikely event that an error occurs such that a price is displayed that is incorrect, PrintPool will not be bound by that offer and may cancel the order at no expense to yourself, before the order is confirmed.

3. Ordering

When an order is placed, a member of PrintPool staff will review the order to ensure that the file/model/design/s supplied are suitable for 3D printing, and can be produced successfully using our technology. If we find that your file/model/design is not suitable then the order will be rejected. Please note, again, that you must never use your account to upload a file that could be considered or used as a weapon. If the order is suitable then we will change its status to confirmed, and you will receive an email update to confirm this.

After your order has been accepted, no amendments may be made to any part of your order. If an amendment is needed you may contact PrintPool at the earliest possible time, and we may choose to allow the amendment, depending on where in the manufacturing process your order is currently at, and entirely at our discretion.

Note that we are not responsible for the design being unfit for purpose unless the parts we provide are substantially dimensionally different to the STL supplied.

4. Lead Times

Any lead times stated are only estimates and we will not be held liable for any delays. We will endeavour to produce your order in the stated time, however machine failure, power cuts, or other scenarios under the broader conditions of Force Majeure can slow down our service. If parts are required by a strict deadline, we advise that you inform us of this explicitly at the point of placing your order, and we can advise you of the likelihood of meeting that deadline.

Any lead times for orders placed after 15:00 will start at 09:00 the following working day.

5. Shipping

Your order will be delivered by Royal Mail 1st Class unless otherwise agreed, and we take no responsibility for any delays caused by their service. Check your shipping/delivery address carefully, as we accept no responsibility for errors caused by entering your address incorrectly.

PrintPool only provides services and delivery within the United Kingdom.

6. Manufacturing

As your order moves through our internal production stages, you will receive emails to update you of your order’s progress.

We inspect a sample of parts produced for quality control purposes, but cannot guarantee that all dimensions on all parts will always meet the quality control standards set out on our website. It is important therefore, if you are in any doubt as to the geometric accuracy of your parts/models/order that you inspect the part yourself upon delivery, and inform us as soon as possible.

If models are submitted that do not meet all of the design guidelines supplied on our website then we will not issue any refunds for orders produced that do not meet our quality control standards, are cosmetically impaired, distorted, or in any other way not as designed. We will attempt to identify parts that do not meet the design guidelines during our review process, and inform you prior to manufacture so that they can be revised, but we can’t guarantee that they will always be identified.

If you send us an email at any time with a subject line of “I read the terms and conditions”, we will apply a 25% discount to your next order. The body of the email used to claim your discount is at your discretion, so long as it cannot be reasonably interpreted as offensive or indecent, whereupon we will cancel your account. This discount may not be used alongside any other offers.

7. Issues & Complaints

Any complaints that arise from any order that is placed with us must be made within 30 days of the order being received. Failure to do so will waive all rights to any reprints or refunds. Complaints must be made in writing, either via email or post. Comments on social media platforms, or over the phone, do not constitute a complaint unless confirmed as above, by either PrintPool or you.

8. Warranty, Certification & Safe Use

PrintPool will provide no warranty on any parts produced, and do not insure against substandard design of parts in any way whatsoever. You are entirely responsible for ensuring that your design is fit for purpose.

3D printed parts will not have the same surface finish that customers may have come to expect from CNC machined, injection moulded, or cast parts, and no refund will be given based on any misunderstanding arising from this.

Any orders that are manufactured for a purpose other than that of prototyping, should be certified by the relevant bodies, and tested appropriately, as PrintPool assumes no responsibility or liability for parts used in any other way than that of prototyping.

Keep all products manufactured by us out of the reach of children, animals, or other vulnerable persons or living things that may be harmed by them.

9. Subscriptions and Credit Packs

If you choose to purchase a subscription or credit pack your account with us will be debited with the appropriate number of credits. This process is done manually, and so may take up to three working days.

When you place an order using our online instant quote system, from an account registered as a subscription customer, a 100% discount will be applied to your order. Prior to confirmation of this order, your online account will then have the corresponding number of ‘credits’ removed, and the order will proceed, subject to a sufficient ‘credit balance’ remaining. If you attempt to make an order using the instant quote feature without sufficient credits in your account, the order will be rejected.

The extent of the 3D printing services provided by one ‘credit’ is subject to change without notice. All subscribers will be informed of changes as they happen however, within 5 working days.

If you purchase a subscription, your subscription will begin as soon as your initial payment is processed. Your subscription will automatically renew each month without notice until you cancel. You authorise us to store your payment method(s) and to automatically charge your payment method(s) every month until you cancel. We will automatically charge you the then-current rate for your plan, plus VAT, every month upon renewal until you cancel your plan.

We may change your plan’s rate for each monthly renewal term, but we will notify you of any rate change with the option to cancel prior to charging your account.

If your primary payment method fails, you authorise us to charge any other payment method in your account. If you have not provided us a backup payment method(s) and you fail to provide payment or if all payment methods in your account fail, we may suspend your subscription. You can edit your payment information any time on your account page.

10. Confidentiality

All data created/supplied by you remains your own intellectual property, and will be treated as confidential, unless you give us written or verbal permission to distribute and share images and select information relating to your parts for marketing purposes. In this event, the data will remain your intellectual property, but will no longer be treated as confidential.

11. Limitation of Liability

These terms and conditions set out the full extent of our obligations and liabilities in respect of our services. There are no warranties, conditions or other terms that are binding on us regarding the supply of services except as expressly stated in these Terms and Conditions. Any warranty, condition or other term arising out of or in connection with the services or the delivered models which might otherwise be implied into or incorporated into these terms and conditions by English law or otherwise (including without limitation any implied term as to quality, fitness for purpose, reasonable care and skill) is hereby expressly excluded.

PRINTPOOL WILL NOT BE LIABLE FOR ANY LOSS OF INCOME, LOSS OF PROFITS, LOSS OF CONTRACTS, LOSS OF DATA OR FOR ANY INDIRECT, INCIDENTAL, EXEMPLARY, SPECIAL, PUNITIVE OR CONSEQUENTIAL LOSS OR DAMAGE OF ANY KIND HOWSOEVER ARISING AND WHETHER CAUSED BY TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT, WARRANTY OR OTHERWISE. OUR MAXIMUM AGGREGATE LIABILITY UNDER THESE TERMS AND CONDITIONS WHETHER IN TORT (INCLUDING NEGLIGENCE) OR OTHERWISE SHALL IN NO CIRCUMSTANCES EXCEED THE FEE RECEIVED FROM YOU BY PRINTPOOL FOR THE RELEVANT ORDER.