Privacy notice

Makertech 3D is responsible for the personal data collected through this help center (makertech-3d.docutize.io), including its warranty claim forms. In data protection law, we're its "controller". We're based in United Kingdom.

For anything about your personal data, email us at info@makertech3d.com.

This notice covers this help center only. Our shop, our website and any other services we run have their own privacy policies.

This help center is run for us by Docutize, our service provider. Docutize stores and processes your data on our behalf and only on our instructions - it doesn't use it for its own purposes.

What we collect depends on which parts of this help center you use.

Your account

You need an account to send support requests, comment on our guides, file warranty claims and register your products. Your account holds:

• your name, email address and password. Your password is stored in a scrambled (hashed) form by our sign-in provider, so no one - including us - can read it;
• your phone number, if you give it;
• the delivery address you last used on a claim, so the next claim form is filled in for you (or one you save in My account);
• whether you want an email when our team replies to your requests;
• your time zone and language, taken from your browser, so our team knows your local time;
• your previous email addresses, if you change yours;
• when you joined, when you last signed in and when you were last active - our team can see when you're online.

We use this to give you an account, keep your requests, claims and products in one place and contact you about them.

Support requests

You can send us a request from the request form, or from the chat in the corner of every page: a message to our team there, with any photos or videos you add, becomes a support request (or a reply to the one you have open), and our replies show in the chat and in Messages.

When you send us a request, we keep:

• the product and topic you choose, your messages and any photos, videos or other files you attach;
• your rating and comment, if you rate our help once your request is solved;
• notes and tags our team adds to your requests and your account, which only our team can see.

We use this to answer your questions, solve problems with your products and keep a record of what we've discussed.

Warranty claims

When you file a claim, we keep:

• your answers to the claim form, with the name and email address from your account;
• your delivery address and phone number, where the form asks for them;
• the product and its serial number, and the parts you ask for;
• photos and videos you upload;
• your claim's progress, and the tracking number when we send your parcel;
• changes you ask us to make to a claim, and any file you send with them.

Where a claim form asks for your address or country, it may start with the country your IP address is in, which you can change. Nothing is kept unless you send the form.

Data protection law says we need a lawful basis for each way we use your data. Ours are:

Some parts of this help center use artificial intelligence (AI):

• Search: your searches and the text of new requests are turned into a numerical form (an "embedding") so we can find matching passages in our guides and resources.
• AI answers: an AI model reads your question and the most relevant passages from our guides and resources, and writes a short answer. It may also reword your question to find better matches.
• Helping our team with requests: AI may write a short subject for a new request as it comes in, and our team can use AI to draft replies and summarise conversations and your history with us.
• Helping our team with claims: our team can use AI to suggest the parts a claim needs from your description. When you ask for a change to a claim, AI turns your request into suggested edits for our team to check - for that, it sees the claim's current answers, which can include your name, email address and phone number.

• AI answers come only from our own guides and resources - not the web, and not other companies' data. They can be wrong.
• AI never sends you anything by itself: a person reads, edits and sends every reply from our team, and approves any change to a claim you ask for. Parts suggested by AI are marked as such for our team to check.
• AI isn't used to make decisions about you. It doesn't approve or reject your claims, registrations or requests.
• AI tools get only what a task needs, and never your password.
• Docutize doesn't use your data to train AI models, and neither do the AI providers below.

The AI providers that process your data for us:

• Anthropic - AI answers, chat, reply drafts, summaries and parts extraction; suggesting which product an item belongs to; subjects for new help-center requests, written automatically; and suggested changes to a claim when an end user asks for one, from the claim's answers (which can include name, email and phone) (United States)
• Voyage AI - Turning text into embeddings for search. Docutize has opted out of Voyage AI's training, so what Docutize sends is deleted once processed (United States)

We share your data only as needed to run this help center:

• Docutize, which runs this help center for us, and the providers Docutize uses to run it (listed below). They process your data only on our instructions, apart from Cloudflare's own use of its bot check's signals.
• Cloudflare, which runs the bot check when you sign in, sign up or reset your password, also uses its signals (your IP address and browser details) to improve its bot detection, as a controller in its own right.
• Couriers and warehouses that ship your replacement parts or repairs: what they need to deliver - your name, address, phone number and email, the claim number and what's being sent.
• Carriers: when you open a tracking link, the carrier's website (such as DHL or 17TRACK) receives the tracking number.
• Other visitors to this help center, who see your comments on our guides, with their images, under your first name and last initial.
• Professional advisers, such as lawyers and accountants, and authorities such as courts, regulators or the police, where the law requires it.

We don't sell your personal data.

Docutize's providers

Docutize's providers store and process your data mainly in the United States (see the table above). If you're in the UK or the European Economic Area, this means your data is transferred outside it.

These transfers are protected by appropriate safeguards: standard contractual clauses in each provider's data processing agreement and, for some providers, the EU-US Data Privacy Framework and its UK Extension. For more information, email us at info@makertech3d.com.

When your account is deleted

We delete:

• your account and login, contact details, saved address and previous email addresses;

Under UK and EU data protection law (the GDPR), you have the right to:

• get a copy of your personal data;
• have it corrected if it's wrong;
• have it deleted;
• restrict how we use it;
• object to how we use it, including where we rely on legitimate interests;
• receive it in a portable, machine-readable format;
• withdraw your consent at any time, where we rely on it;
• not be subject to decisions based solely on automated processing that significantly affect you.

How to use them

In My account you can:

• update your name and phone number;
• change your email address (you approve it from your old inbox and confirm it from the new one) and your password;
• change or remove your saved delivery address;
• turn emails about replies to your requests on or off;
• ask us to delete your account - we'll confirm it within a month, and you can cancel until then.

You can edit your comments on our guides for 15 minutes after posting them, and delete them at any time, on the guide.

For anything else, including a copy of your data, email us at info@makertech3d.com. We may need to check it's you. We'll reply within one month - or up to two months more for complex requests, in which case we'll tell you - and it's usually free.

We only use what's needed to sign you in, keep things working and remember choices you make on this device, such as light or dark. There are no advertising or analytics trackers on this help center, so there's no cookie banner.

If you're unhappy with how we've handled your data, please talk to us first so we can put it right: email us at info@makertech3d.com.

You can also complain to the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113, or, if you live in the EU or EEA, to your local data protection authority.

This help center isn't intended for children under 16. If you think a child has given us their personal data, contact us and we'll deal with it.

We may update this notice. The "Last updated" date at the top shows the latest version.