Privacy Policy

This Privacy Policy explains how Vextrix3D collects, uses, stores, and protects your personal data when you use our website and services. By creating an account, submitting files, or placing an order, you acknowledge this Privacy Policy.

We are committed to handling your personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR).

We may collect personal information that you provide directly to us, including your name, email address, phone number, account details, order information, and any files or designs you upload for 3D printing.

If you are invited to work on customers' models as a designer or contributor, we also hold the result of an identity verification check - see section 6. Customers are not asked to verify an identity document.

When you agree to our legal documents, we also record that you did, together with the versions you agreed to and technical details of the request - see section 7.

We use your information to create and manage user accounts, process quote requests and orders, communicate with you regarding your requests, provide customer support, verify the identity of people invited to work on customers' models, and comply with legal and accounting obligations.

Uploaded 3D model files are used for order fulfilment, customer support, reprints, order history, internal record keeping, and service improvement. Files are stored securely and may be retained after order completion. You may request deletion of your uploaded files, and we will review such requests subject to legal, accounting, dispute-resolution, and operational requirements.

We may use AI-assisted tools to help review quote requests, analyse uploaded model information, identify potential printability issues, estimate production requirements, improve customer support, and prepare internal notes or responses.

AI-assisted tools are used to support our review process. We do not rely solely on AI to make final decisions about whether a model can be printed, how much a quote will cost, or whether an order can be accepted. Final decisions are reviewed by Vextrix3D.

Information processed by AI-assisted tools may include details provided in your quote request, such as your description, uploaded model information, selected materials, quantities, and other technical requirements. Where possible, we limit the personal data shared with AI-assisted tools.

We do not intentionally use customer personal data or uploaded model files to train public AI models. Where third-party AI providers are used, their processing is limited to providing the requested AI-assisted service to Vextrix3D, subject to their applicable data processing terms.

We may use website diagnostics and error monitoring tools, including Sentry, to identify technical problems, investigate bugs, monitor website performance, improve reliability, and protect the security of our website and services.

These tools may process limited technical information such as browser type, device information, page URL, error details, performance data, interaction events, diagnostic logs, and information about how the website behaved before and during a technical issue.

We do not intentionally send customer contact details, uploaded files, model contents, payment details, quote descriptions, or other sensitive customer information to Sentry. We configure Sentry to minimise personal data collection where possible, including masking text and form inputs in session replay, blocking media, avoiding the use of Sentry's default personally identifiable information collection, and applying data filtering where appropriate.

Where session replay is enabled, a privacy-protected recording of the website session may be captured when an error occurs. Session replay is used only to help us understand and fix technical problems. It is not used for advertising or marketing profiling.

We use this information for our legitimate interests in maintaining, debugging, securing, and improving our website and services.

If you are invited to work on customers' models - modelling, file repair, reverse engineering, or similar - we ask you to complete an identity verification check before you are given access to that work. This applies only to those accounts. We do not ask customers to verify an identity document in order to request a quote or place an order.

The check is carried out by Stripe, our identity verification provider. You submit a government-issued photo identity document - a passport, driving licence, or identity card - together with a photograph of yourself, directly to Stripe. Vextrix3D does not receive, view, or store the document, the photograph, the document number, or your date of birth.

What we keep is the outcome of the check and enough information to follow it up: a reference to the verification session, whether the check is outstanding, in progress, passed, or not passed, any reason given for a check that did not pass, and the relevant dates.

We carry out these checks for our legitimate interests in protecting customers' intellectual property and confidential designs, preventing fraud and impersonation, and knowing who has been given access to that material.

The identity document and photograph are held by Stripe under its own retention terms. You may ask us to have the information collected for your check erased, and we will pass that request to Stripe. Erasure there is irreversible and can take several days to complete. Because a completed check is what permits access to customers' models, erasing it also ends that access, and a new check would be needed before it could be restored.

When you tick the box confirming that you agree to our legal documents - when you request a quote, or when you accept an invitation to work with us - we keep a record of that agreement. It holds the date and time, which documents you agreed to and the version of each that was in force at that moment, the account or email address that agreed, the quote or invitation it applied to, the IP address the request came from, the approximate place that address resolves to - a country, a region, a city and a time zone, never a street or a precise position - and the identification your browser sends about itself.

The version is the point of the record. These documents are updated in place, each carrying the date it was last changed, so without it there would be nothing to show which wording you actually agreed to.

We keep it for our legitimate interests in being able to show what was agreed, and in establishing or defending a legal claim about it. It is not used for marketing or profiling, or for any purpose other than showing what was agreed.

The place is worked out by sending the IP address to a location lookup provider, which answers with the country, region and city it belongs to. Only the address is sent - the provider is not told whose it is, what was agreed, or anything else on the record. We use the same lookup when limiting how many quote requests one address may make in a short period, which is how we keep the request form from being used to flood us. Beyond that provider, the record is not shared outside the hosting and database providers that store it for us.

We may share personal data with trusted third-party service providers for purposes such as website hosting, file storage, payment processing, identity verification, accounting and bookkeeping, email delivery, authentication, address and location lookup, analytics, diagnostics and error monitoring, session replay, and AI-assisted processing. These providers are required to process data securely and only for the services they provide to us.

We do not sell, rent, or trade your personal data to third parties.

Some of our third-party service providers may store or process personal data outside the United Kingdom, including in the United States. Where personal data is transferred outside the UK, we take steps to ensure it remains protected to a standard consistent with UK data protection law - for example, by relying on UK adequacy regulations or standard contractual clauses (including the UK International Data Transfer Addendum) with the relevant provider.

Personal data is retained only for as long as necessary to fulfil the purposes described in this policy or as required by law.

Invoices and credit notes are the exception, and the most significant one. UK tax law requires us to keep them for six years from the end of the accounting period they fall in, and an invoice is only a valid record while it carries the customer's name and address - so those details are retained on invoices and in our accounting system for that period even if you ask us to erase your data. See section 12.

Where an identity verification check has been carried out, we retain the record of its outcome for as long as the account holds access to customers' models, and afterwards only where needed for security, fraud prevention, or dispute resolution.

The record of the documents you agreed to is kept for six years from the date it was given, which is the period within which a claim about that agreement could be brought.

You have the right to request access to, correction of, or deletion of your personal data. You may also object to or restrict certain processing activities and withdraw consent where applicable. Section 12 sets out what erasing your data does and does not remove.

When you ask us to erase your data, your account is anonymised rather than removed. Your name, email address, phone number and company details are replaced with placeholders, and sign-in is disabled so the account cannot be used again. The account record itself stays, because the invoices we are required to keep refer to it.

Your quotes and orders keep their amounts, dates and statuses, and lose the contact and delivery details held on them. Saved delivery addresses, notifications and any 3D model files you uploaded are deleted, and where an identity document was checked, we ask our verification provider to erase it.

The record of the documents you agreed to is kept, and loses what names you: the email address and the IP address on it are cleared, leaving the account it belongs to, the date, the versions agreed, and the approximate place - the country, region and city, which name no one in particular and are then all that says where the agreement was given from. It is what shows the agreement was given, and it is a record we are entitled to keep in order to defend a claim about it.

Two things are deliberately kept. Invoices and credit notes are unchanged, for the reason given in section 10. And messages you sent us, along with the descriptions on your quote requests, are kept as written, because they are the record of what was agreed and what was produced - so anything personal you chose to write into one remains. If you would like something specific removed from a message, tell us and we will look at it.

Erasure cannot be undone, and it does not affect the payment records our payment provider keeps for its own accounting under its own retention terms.