Privacy Policy

Printuple is software for running a 3D-printing business, provided by Digitex LLC, doing business as Printuple (“Printuple,” “we,” “us,” or “our”). This Privacy Policy explains what personal information we collect through our websites and applications (the “Service”), how we use and share it, and the choices and rights you have.

This policy covers people who visit our marketing site, individuals who create and use a Printuple account (our “customers”), and the team members they invite. It also covers, in part, people who visit or buy from a shop that runs on Printuple.

If you shop at a store built on Printuple, two things are true at the same time, and we would rather say both plainly than bury one of them.

• Your order belongs to the shop.The shop decides what happens to your name, address, order history and messages. It is the controller of that information, its own privacy notice applies, and we handle it on the shop’s instructions as its service provider, as described in How we share information.
• Your visit is recorded by us, for us. Separately from the order, our own site monitoring records the visit itself: the pages you view, your IP address, your approximate location, a hashed device signature and the path you take through the shop. We collect that for our own purposes, so for that information we are the controller rather than the shop, and this policy is the notice that applies to it. The shop cannot see it. See Site monitoring.

We collect the following categories of information:

• Account & identity data. Your name, email address, password credentials (stored only as a secure hash), business name, and role. Authentication is handled through our login system, and sessions are maintained with secure, host-scoped cookies.
• Shop & operational data. The content you create to run your business: products and recipes, filament inventory and usage ledgers, quotes, orders, shop-floor travelers, printers, and related settings. This is your data; we process it to provide the Service.
• Payment & billing data. We use Stripe for payments. For your own storefront we store only your Stripe Connect account identifier. We never receive or store full card numbers, and Stripe acts as your payment processor with you as the merchant of record.
• Connected-channel data. If you connect a sales channel (such as Etsy, Shopify, or TikTok Shop), we receive the access tokens needed to sync your orders and catalog. These tokens are stored encrypted (see Data security) and used only to operate the connections you enable.
• Printer & agent data. If you use Printuple Link to control printers, the Link agent runs on your own local network. Printer credentials you enter stay on your network; we receive the operational status and job data needed to show your farm in the dashboard.
• Camera frames, only if you enable failure detection.If you switch on failure detection for a printer, the Link agent sends sampled still frames from that printer’s camera to our detection service while a print runs. Frames are scored and discarded. When a print is flagged, a small number of frames are retained for thirty days so you can review what was flagged, and then deleted. See Camera frames and failure detection.
• Visit & device data. Every visit to our sites, and to storefronts that run on Printuple, is recorded by our own monitoring: the pages you view and how long you spend on each, scrolling and clicks, errors the page throws, where you came from, your IP address and the approximate country, region and city derived from it, your browser, operating system, device type, screen and window size, language and time zone, and a hashed device signature. If you are signed in, the record is tied to your account. This is more than a server access log, so we set it out in full under Site monitoring, with the retention windows. We use it to see how the product is used, fix what is broken, keep our visitor numbers honest, and detect and block fraud and abuse.
• Session recording and analytics (only with your consent). If you accept analytics, two further things happen. Google Analytics gives us the pages you viewed, the page that sent you to us, your approximate country and city, and your browser and device type. And our own monitoring may record the session as a replay we can play back, and add your clicks and scrolling to page heatmaps. Neither happens unless you accept. See Cookies & similar technologies and Site monitoring.

We use personal information to:

• Provide, operate, maintain, and improve the Service;
• Create and secure your account and authenticate you;
• Sync orders and catalog data from the channels you connect;
• Process payments and manage billing (through Stripe);
• Provide support and respond to your requests;
• Send service and administrative communications;
• Record and review visits to our own sites, and count visits to storefronts that run on Printuple, so we can see where pages fail and where people get stuck;
• Where you have consented to analytics, understand how the site and app are used so we can improve them;
• Monitor for, detect, and prevent fraud, abuse, and security incidents; and
• Comply with legal obligations and enforce our agreements.

We do not sell your personal information, and we do not use it for third-party advertising.

Where the EU/UK General Data Protection Regulation (GDPR) applies, we rely on the following legal bases:

• Contract: to provide the Service you or your organization signed up for;
• Legitimate interests: to secure, maintain, and improve the Service, monitor how it is used, and prevent abuse, balanced against your rights;
• Legal obligation: to comply with applicable laws; and
• Consent: where we ask for it, which you may withdraw at any time.

We share personal information only as needed to run the Service, and never sell it. Our service providers (“subprocessors”) process data on our instructions and under confidentiality obligations. They include:

• Hosting & infrastructure: our cloud hosting provider, which runs the application, the network and our private file storage;
• Database: our managed PostgreSQL provider, where your shop data is stored with per-tenant isolation;
• Payments: Stripe, for payment processing and Connect payouts;
• Email: our transactional email provider, for account and service messages;
• Analytics: Google LLC, for Google Analytics, and only for visitors who have accepted analytics cookies;
• Connected channels: the platforms you choose to connect (e.g. Etsy, Shopify, TikTok Shop), which exchange order and catalog data at your direction; and
• Machine-vision detection: our own detection service, running on our infrastructure provider, which scores sampled printer camera frames when you enable failure detection. Frames are not sent to any third-party model provider.

Site monitoring data is not shared with anyone outside Printuple. It is not sent to Google, it is not sold, and it is not made available to the shops whose visitors it covers.

We may also disclose information to comply with law, respond to lawful requests, protect our rights and the safety of others, or in connection with a merger, acquisition, or sale of assets (in which case we will notify you of any change in how your information is handled). When you operate a storefront, we process your buyers’ order information as your service provider so that you can fulfill their orders. The record of their visit is different: we collect that for ourselves, as described in Site monitoring, and it does not appear in your dashboard.

We use strictly necessary cookiesto keep you signed in and to protect the Service. Session cookies are host-only, so they cannot be shared with any other host, and they carry CSRF protection. We also store a small preference in your browser’s local storage to remember your light/dark theme choice.

We also set a visitor cookie, pt_vid, which holds a random id and lasts two years. It is deliberately nothost-scoped. On our own sites it is set for the whole domain, so a visit to printuple.com and a visit to app.printuple.com count as one person rather than two; on a shop’s own domain it is set for that domain only. Your browser cannot read it and it grants access to nothing. We set it before you answer the cookie banner, and choosing Essential only does not remove it. See Site monitoring.

With your consent we also use Google Analytics 4 (measurement ID G-FJ3MTM5RLS), which sets the first-party cookies _ga and _ga_FJ3MTM5RLSand tells us which pages get used. Google LLC acts as our processor and stores that data in the United States. No Google script loads until you select Accept all, and Google Signals and every advertising feature are turned off on our property. Session replay and heatmaps also depend on that same consent.

We do notuse advertising cookies or third-party tracking cookies, we do not sell what we collect, and none of it is shared with ad networks. We do recognise the same device across Printuple’s own sites and across the shops that run on Printuple, using the visitor cookie and a hashed device signature rather than third-party cookies, and it does not follow you to sites unconnected with Printuple. You can control cookies through your browser settings, though blocking necessary cookies may prevent you from signing in. Our Cookie Policy has the full detail, and you can change your choice at any time with Cookie preferences in the site footer, or in Settings then Account inside the app.

We run our own visitor monitoring across printuple.com, the Printuple app, and the storefronts that run on Printuple, including shops that use their own domain name. It never runs on our internal staff console, and it skips the 3D model viewer, the page builder and shop-floor kiosk screens. The summary in the list above does not do it justice, so here is the whole of it.

Never on a shop:on a storefront we record the list below and nothing else. No session replay, no heatmaps, and no way for our staff to watch a shopper’s screen, live or afterwards, whichever cookie choice was made. Those happen only on printuple.com and the Printuple app, where our own banner asked you first.

Recorded on every visit, whichever button you choose on the cookie banner:

• the pages you view, in order, with time on each page, scroll depth, click counts, clicks that look like frustration, and errors the page threw;
• when you click a link that takes you off our site, when you download a file, and when you submit a form. We record that it happened and which page it happened on, and never what you typed into the form;
• the page or campaign link that sent you to us;
• your IP address, and the approximate country, region and city derived from it by our host;
• your browser, operating system and device type, your screen and window size, and your language and time zone;
• a device signature: a dozen or so properties your browser exposes. All of them are hashed together with a secret key held only by our servers, and we treat that hash as personal information because it can be used to recognise you;
• some of those properties in plain form, so that our staff can tell what a visitor was using instead of reading a meaningless string of characters: your pixel density, colour depth, whether the screen is a touchscreen, the number of processor cores and rough memory your browser reports, your platform name, the name of your graphics hardware, your browser’s own time zone and your language preferences. The properties whose only purpose is to tell one device from another — the test image your graphics hardware draws, an audio probe and the list of fonts you have installed — are hashed and never kept;
• your Printuple account if you are signed in, or the shop account you are signed in to as a shopper; and
• the random id in the pt_vid cookie.

Recorded only if you accept analytics, and only on our own sites: on printuple.com and the Printuple app we may keep a replay of the session, which we can play back to see the pages as they rendered along with mouse movement, clicks and scrolling, and heatmaps of where people click and how far they read. Heatmaps are counts per spot on a page and hold nothing about any one person. Our servers re-check your choice when the data arrives and discard replay and heatmap data from anyone who did not accept. Replays are held in private storage, not in our main database.

Why we do it. To see how the product and the shops on it are actually used, to find pages that break or confuse people, to tell real visitors from bots so our numbers mean something, and to detect, investigate and block fraud and abuse. Where the GDPR applies, we rely on our legitimate interests for the always-on part, and on your consent for replay and heatmaps.

Recognising you across sites.The visitor cookie ties together visits within one domain. The device signature is what can link a visit on printuple.com to a visit on a shop’s own domain, and what recognises the same browser after cookies have been cleared. We do this so one journey counts as one journey, and so a block on an abusive visitor is not defeated by clearing cookies. We do not track you on sites that have nothing to do with Printuple, and we do not buy data from anyone to add to it.

Who can see it. Printuple staff who hold the internal permission for it. Shop owners cannot see this data, including for visitors to their own store.

Blocking. We use this data to block abusive traffic, by address, by network, by device signature or by visitor. Every block is created by a member of our staff rather than by an automated score, and a blocked visitor sees a page saying so with an address to appeal to. If you think you were blocked in error, email us and quote the reference on that page.

Your choices. Accepting or declining analytics controls replay and heatmaps. To object to the always-on part, or to ask us to delete the records of your visits, email us at hello@printuple.com. See Your privacy rights.

We retain personal information for as long as your account is active and as needed to provide the Service, and afterward only as required to comply with our legal obligations, resolve disputes, and enforce our agreements. When data is no longer needed, we delete or anonymize it. You can ask us to delete your account and associated personal data as described in Your privacy rights. Camera frames retained by failure detection are deleted thirty days after the print they relate to. Everything else sampled for detection is discarded as soon as it is scored.

Site monitoring has its own windows, which our staff can adjust: pages viewed and finished visits are kept for 90 days, session replays for 30 days, and heatmap totals for 180 days. Your raw IP address is removed after 90 days, and only its hash is kept after that, so an existing block keeps working without us holding the address. The visitor record itself, which holds the random id, the hashed device signature and your last known browser and approximate location, is kept while it is still useful for security and product work, and we delete it on request.

Once a night we count the previous day up into daily totals, and we keep those for 24 months so we can compare a month against the same month a year earlier. Most of them are plain counts by day, such as visits, pages, countries, devices and the links that brought people to us. One of them is per person: it records the random id from the pt_vid cookie against each day that visitor came, because the number of separate people in a month cannot be worked out by adding up daily visit counts. That row holds no IP address, no device signature, no pages and no account, and it outlives the 90 day window above. It is deleted after 24 months, and it is removed when you ask us to delete your data.

Event-level and user-level analytics data held in Google Analytics is kept no longer than 14 months, after which Google deletes it automatically. Aggregated reports that cannot identify you may be kept for longer.

We build security into the platform. Measures include:

• Two-layer tenant isolation.Every customer’s shop data is separated at the database level, with row-level security enforced on the runtime database role so one tenant can never read another’s data.
• Envelope encryption of secrets. Sensitive credentials such as connected channel tokens are encrypted with per-tenant keys, never stored in plaintext and never under a single shared key.
• Hashed credentials & signed callbacks. Passwords and machine tokens are stored only as hashes, and non-browser callbacks are cryptographically signed and verified.
• Encryption in transit. Traffic to the Service is protected with TLS.

One part of the platform sits outside the tenant model, and it is fair to say so. Site monitoring data is not separated per tenant, because one person can read our marketing site, sign in to the app and then shop at a merchant’s store in a single sitting, and the purpose of the monitoring is to see that as one visit. Those tables carry no tenant column and no row-level security. They are protected a different way: the database role the application runs as has no access to them at all, and they can only be read by our internal staff console. In practice that means visitors to every shop on Printuple sit in one shared set of records, which no shop owner can query and which is reachable only by staff who hold the permission for it.

No method of transmission or storage is perfectly secure, but we work continuously to protect your information and to limit access to it on a need-to-know basis.

Failure detection is optional, off by default, and switched on one printer at a time. This section explains exactly what happens when you turn it on.

• Where frames go. The Link agent on your network sends sampled still frames directly to our detection service. They do not pass through the dashboard, and they are never written to our main database.
• What is kept. Nothing, during normal operation: a frame is scored and discarded. When a print is flagged, the last few frames are retained so you can review what was flagged, and they are deleted after thirty days.
• Who can see them. Only members of your workspace who can view printers. Retained frames are served through an authenticated request, not a public link.
• How to turn it off. Switch failure detection off for a printer and sampling stops immediately. Frames already retained are deleted on their normal schedule, or sooner on request.

We do not use your camera frames to train or improve any model, and we do not share them with anyone.

We are based in the United States and process information there. If you access the Service from outside the United States, your information may be transferred to, stored, and processed in the United States and other countries where we or our subprocessors operate. Where required, we rely on appropriate safeguards (such as the European Commission’s Standard Contractual Clauses) for such transfers.

Google LLC processes our analytics data in the United States. For that transfer we rely on the EU-US Data Privacy Framework, which Google LLC is certified under, and on the standard contractual clauses in Google’s data processing terms.

Depending on where you live, you may have some or all of the following rights over your personal information:

• Access & portability: request a copy of the personal information we hold about you;
• Correction: ask us to fix inaccurate or incomplete information;
• Deletion: ask us to delete your personal information;
• Objection & restriction: object to or restrict certain processing; and
• Withdraw consent: where we rely on consent, withdraw it at any time.

To turn analytics off, select Cookie preferencesin the site footer, or in Settings then Account inside the app. We stop sending anything to Google straight away, clear the analytics cookies from your browser, and stop recording sessions and adding to heatmaps. You can also install Google’s browser opt-out add-on at tools.google.com/dlpage/gaoptout.

Turning analytics off does not switch off the always-on part of Site monitoring, and it does not remove the pt_vid visitor cookie. To object to that monitoring, or to ask us to delete what we hold about your visits, email us at hello@printuple.com. It helps to tell us roughly when and from where you visited, or to quote the reference code shown on a blocked page, so we can find the right records.

For residents of California and other U.S. states with comprehensive privacy laws, you have the right to know what personal information we collect and how we use and share it, the right to delete and correct it, and the right to opt out of the “sale” or “sharing” of personal information and of targeted advertising. We do not sell or share personal information or use it for targeted advertising, and we will not discriminate against you for exercising your rights.

To exercise any of these rights, email us at hello@printuple.com. We will verify your request and respond within the timeframe required by applicable law. If you are in the EEA or UK, you also have the right to lodge a complaint with your local data protection authority.

The Service is intended for businesses and is not directed to children. You must be at least 18 years old to use Printuple. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us with personal information, contact us and we will delete it.

We may update this Privacy Policy from time to time. The most recent change describes our own site monitoring, including the visitor cookie, the device signature, session replay and heatmaps, and corrects earlier wording that described this as ordinary technical logging. When we make material changes, we will update the “Last updated” date above and, where appropriate, notify you through the Service or by email. Your continued use of the Service after an update means you accept the revised policy.

If you have questions about this Privacy Policy or how we handle your information, contact us at hello@printuple.com. Printuple is operated by Digitex LLC (DBA Printuple).