Ultimaker Privacy Policy

This privacy policy was last updated on June 25, 2020  

Thanks for using Ultimaker (“we”) products and services. Processing your information is a serious responsibility, and we want you to know how we're handling it. 

The controller responsible for the processing of your personal information in connection with our products and services is Ultimaker B.V., Stationsplein 32, 3511 ED Utrecht, The Netherlands, with KvK trade register number 56793138.

What information Ultimaker collects 

"User Personal Information" is any information about one of our users which could, alone or together with other information, personally identify them or otherwise be reasonably linked or connected with them. Information such as a username and password, an email address, a real name, an Internet protocol (IP) address, and a photograph are examples of “User Personal Information.” 

User Personal Information does not include aggregated, non-personally identifying information that does not identify a user or cannot otherwise be reasonably linked or connected with them. We may use such aggregated, non-personally identifying information for research purposes and to operate, analyze, improve, and optimize our websites and services.

Information users provide directly to Ultimaker 

Registration information 

We require some basic information at the time of account creation. Depending on the services you register for, we may ask for your full name, work email address, location, job role, industry, company name and size, phone number and product of interest. 

Payment information 

If you use any of our paid services, we collect the information needed to complete the billing and payment process. Depending on the method of payment you choose, we will pass on this information to a third-party payment processor. For some of our services we may require your banking information. 

Information Ultimaker automatically collects from your use of our services 

Transactional information 

If you use any of our paid services, we automatically collect certain information about your transactions on our services, such as the date, time, and amount charged. 

Usage Information 

If you're accessing our services or website, we automatically collect the same basic information that most services collect, subject, where necessary, to your consent. This includes information about how you use our services, such as the pages you view, the referring site, your IP address and session information, and the date and time of each request. This is information we collect from every visitor to the Website, whether they have an account or not. This information may include User Personal Information. 

If you’re using our Ultimaker Cura product, we automatically collect anonymous data to improve print quality and user experience, including: machine types, material usage, number of slices and print settings. Data collected by Ultimaker Cura will not contain any personal information. 

Cookies and Similar Technologies Information 

As further described below, and subject, where applicable, to your consent, we automatically collect information from cookies and similar technologies (such as cookie ID and settings) to keep you logged in, to remember your preferences, and to identify you.

Information we collect from third parties 

Ultimaker may collect User Personal Information from third parties. For example, this may happen if you sign up for training or to receive information about Ultimaker from one of our vendors, partners, or affiliates. Ultimaker does not purchase User Personal Information from third-party data brokers. 

What information Ultimaker does not collect 

We do not intentionally collect “Sensitive Personal Information”, such as personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation. If you choose to store any Sensitive Personal Information on our servers, you are responsible for complying with any regulatory controls regarding that data.

If you are a child under the age of 13, you may not have an account on Ultimaker. Ultimaker does not knowingly collect information from or direct any of our content specifically to children under 13. If we learn or have reason to suspect that you are a user who is under the age of 13, we will have to close your account. We don't want to discourage you from learning to print, but those are the rules. Please see our Terms and Conditions for Essentials, for information about account termination. Different countries may have different minimum age limits, and if you are below the minimum age for providing consent for data collection in your country, you may not have an account on Ultimaker. 

Ultimaker cannot be held responsible for any Personal Information entered by the user into free-form content inputs.

How Ultimaker uses your information

We may use your information for the following purposes: 

  • We use your registration information to create your account, and to provide you our services. 

  • We use your payment information to provide you with paid services. 

  • We use your User Personal Information, specifically your username, to identify you on Ultimaker.

  • We use your email address to communicate with you, if you've said that's OK, and only for the reasons you’ve said that’s OK. Please see our section on email communication for more information.

  • We use User Personal Information to respond to support requests.

  • We may use User Personal Information to invite you to take part in surveys, beta programs, or other research projects, subject, where necessary, to your consent.

  • We use Usage Information and Device Information to better understand how our users use Ultimaker and to improve our Website and Service.

  • We may use your User Personal Information if it is necessary for security purposes or to investigate possible fraud or attempts to harm Ultimaker or our users.

  • We may use your User Personal Information to comply with our legal obligations, protect our intellectual property, and enforce our Terms and Conditions for Essentials.

  • We limit our use of your User Personal Information to the purposes listed in this Privacy Policy. If we need to use your User Personal Information for other purposes, we will ask your permission first. You can always see what information we have, how we're using it, and what permissions you have given us in your user profile. 

Our legal bases for processing information 

To the extent that our processing of your User Personal Information is subject to certain international laws (including, but not limited to, the European Union's General Data Protection Regulation (GDPR)), Ultimaker is required to notify you about the legal basis on which we process User Personal Information. Ultimaker processes User Personal Information on the following legal bases:

Contract Performance: 

  • When you create an Ultimaker account, you provide your registration information. We require this information for you to enter into the Terms and Conditions agreement with us, and we process that information on the basis of performing that contract. We also process your username and email address on other legal bases, as described below. 

  • If you use any of our paid services, we collect and process additional payment information on the basis of performing that contract. 

Consent: 

  • We rely on your consent to use your User Personal Information under the following circumstances: when you fill out the information in your user profile; when you decide to participate in a Ultimaker training, research project, beta program, or survey; and for marketing purposes, where applicable. All of this User Personal Information is entirely optional, and you have the ability to access, modify, and delete it at any time. While you are not able to delete your email address entirely, you can make it private. You may withdraw your consent at any time. 

Legitimate Interests: 

  • Generally, the remainder of the processing of User Personal Information we perform is necessary for the purposes of our legitimate interest, for example, for legal compliance purposes, security purposes, or to maintain ongoing confidentiality, integrity, availability, and resilience of Ultimaker’s systems, Website, and Service. 

If you would like to request deletion of data we process on the basis of consent or if you object to our processing of personal information, please mail us at [email protected]

How we share the information we collect 

We may share your User Personal Information with third parties under one of the following circumstances: 

With your consent 

We share your User Personal Information, if you consent, after letting you know what information will be shared, with whom, and why. 

With service providers 

We share User Personal Information with a limited number of service providers who process it on our behalf to provide or improve our Service, and who have agreed to privacy restrictions similar to the ones in our Privacy Policy by signing data protection agreements or making similar commitments. Our service providers perform payment processing, customer support ticketing, network data transmission, security, and other similar services. While Ultimaker processes all User Personal Information in the European Economic Area, our service providers may process data outside of the European Economic Area. If you would like to know who our service providers are, please see the section below on 'Our use of cookies and tracking'.

With resellers 

When you request a subscription to Ultimaker Essentials, we may share the information you provide in the request, with the reseller you selected earlier when purchasing Ultimaker products or services, or the reseller we assign to you upon your request, so that he/she may advise you on and support you in the use of Ultimaker Essentials. 

For security purposes 

If you are a member of an organization, Ultimaker may share your username and Device Information associated with that organization with an owner and/or administrator of the organization who has agreed to the Corporate Terms and Conditions or applicable customer agreements, to the extent that such information is provided only  to investigate or respond to a security incident that affects or compromises the security of that particular organization. 

For legal disclosure 

Ultimaker strives for transparency in complying with legal process and legal obligations. Unless prevented from doing so by law or court order, or in rare, exigent circumstances, we make a reasonable effort to notify users of any legally compelled or required disclosure of their information. Ultimaker may disclose User Personal Information or other information we collect about you to law enforcement if required in response to a valid subpoena, court order, search warrant, a similar government order, or when we believe in good faith that disclosure is necessary to comply with our legal obligations, to protect our property or rights, or those of third parties or the public at large. 

Change in control or sale 

We may share User Personal Information if we are involved in a merger, sale, or acquisition of corporate entities or business units. If any such change of ownership happens, we will ensure that it is under terms that preserve the confidentiality of User Personal Information, and we will notify you on our Website or by email before any transfer of your User Personal Information. The organization receiving any User Personal Information will have to honor any promises we made in our Privacy Policy or Terms and Conditions.

Aggregate, non-personally identifying information 

We share certain aggregated, non-personally identifying information with others about how our users, collectively, use Ultimaker, or how our users respond to our other offerings, such as our conferences or events. For example, we may compile statistics on activity across Ultimaker domains.

We do not sell your User Personal Information for monetary or other consideration.

Other important information 

Ultimaker employees do not access 3D designs in our systems unless required to for security purposes, to assist the repository owner with a support matter, to maintain the integrity of our services, or to comply with our legal obligations.  However, while we do not generally search for content in your repositories, we may scan our servers and content to detect certain tokens or security signatures, known active malware, or child exploitation imagery.  

If you register with Ultimaker under a corporate account your information may be shared with the account’s owner.

How you can access and control the information we collect 

If you're already an Ultimaker user, you may access, update, alter, or delete your basic user profile information by editing your user profile or contacting Ultimaker Support . You can control the information we collect about you by limiting what information is in your profile, by keeping your information current, or by contacting Ultimaker Support. 

If Ultimaker processes information about you, such as information Ultimaker receives from third parties, and you do not have an account, then you may, subject to applicable law, access, update, alter, delete, or object to the processing of your personal information by contacting Ultimaker Support.

Data portability 

As an Ultimaker user, you can always take your data with you. You can clone your models/designs to your desktop, for example, or you can send a request to [email protected] to have them sent to you. 

Data retention and deletion of data 

Generally, Ultimaker retains User Personal Information for as long as your account is active or as needed to provide you services. 

If you would like to cancel your account or delete your User Personal Information, you can send a request to [email protected] We retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements, but barring legal requirements, we will delete your full profile (within reason) within 90 days of your request. You may contact Ultimaker Support to request the erasure of the data we process on the basis of consent within 30 days.

Our use of cookies and tracking 

Cookies 

Ultimaker uses cookies to make interactions with our services easy and meaningful. Cookies are small text files that websites often store on computer hard drives or mobile devices of visitors. We use cookies (and similar technologies, like HTML5 localStorage) to keep you logged in, remember your preferences, and provide information for future development of Ultimaker. For security purposes, we use cookies to identify a device. By using our Website, you agree that we can place these types of cookies on your computer or device. If you disable your browser or device’s ability to accept these cookies, you will not be able to log in or use Ultimaker’s services. 

We provide a web page on cookies and tracking that describes the cookies we set, the needs we have for those cookies, and the types of cookies they are (temporary or permanent). It also lists our third-party analytics providers and other service providers, and details exactly which parts of our Website we permit them to track. 

Tracking and analytics 

We use a number of third-party analytics and service providers to help us evaluate our users' use of Ultimaker products and services, compile statistical reports on activity, and improve our content and Website performance. We only use these third-party analytics providers on certain areas of our Website, and all of them have signed data protection agreements with us that limit the type of User Personal Information they can collect and the purpose for which they can process the information. In addition, we use our own internal analytics software to provide features and improve our content and performance.

How Ultimaker secures your information 

Ultimaker takes all measures reasonably necessary to protect User Personal Information from unauthorized access, alteration, or destruction; maintain data accuracy; and help ensure the appropriate use of User Personal Information. 

Ultimaker enforces a written security information program. Our program:

  • aligns with industry recognized frameworks; 

  • includes security safeguards reasonably designed to protect the confidentiality, integrity, availability, and resilience of our users' data; 

  • is appropriate to the nature, size, and complexity of Ultimaker’s business operations; 

  • includes incident response and data breach notification processes; and 

  • complies with applicable information security-related laws and regulations in the geographic regions where Ultimaker does business.

In the event of a data breach that affects your User Personal Information, we will act promptly to mitigate the impact of a breach and notify any affected users without undue delay.

Ultimaker's global privacy practices 

We store and process the information that we collect in the European Economic Area in accordance with this Privacy Policy though our service providers may store and process data outside the European Economic Area.  

We provide a high standard of privacy protection—as described in this Privacy Policy—to all our users around the world, regardless of their country of origin or location, and we are proud of the levels of notice, choice, accountability, security, data integrity, access, and recourse we provide. We work hard to comply with the applicable data privacy laws wherever we do business, working with our Privacy & Security Manager as part of a cross-functional team that oversees our privacy compliance efforts. Additionally, if our vendors or affiliates have access to User Personal Information, they must sign agreements that require them to comply with our privacy policies and with applicable data privacy laws. 

In particular: 

  • Ultimaker provides clear methods of unambiguous, informed, specific, and freely given consent at the time of data collection, when we collect your User Personal Information using consent as a basis. 

  • We collect only the minimum amount of User Personal Information necessary for our purposes, unless you choose to provide more. We encourage you to only give us the amount of data you are comfortable sharing. 

  • We offer you simple methods of accessing, altering, or deleting the User Personal Information we have collected, where legally permitted.

  • We provide our users notice, choice, accountability, security, and access regarding their User Personal Information, and we limit the purpose for processing it. We also provide our users a method of recourse and enforcement. These are the Privacy Shield Principles, but they are also just good practices. 

How we communicate with you 

We use your email address to communicate with you, if you've said that's OK, and only for the reasons you’ve said that’s OK. For example, if you contact our Support team with a request, we respond to you via email.  

Depending on your email settings, Ultimaker may occasionally send notification emails about changes in a repository you’re watching, new features, requests for feedback, important policy changes, or to offer customer support. We also send marketing emails, based on your choices and in accordance with applicable laws and regulations. There's an “unsubscribe” link located at the bottom of each of the marketing emails we send you. Please note that you cannot opt out of receiving important communications from us, such as emails from our Support team or system emails, but you can configure your notifications settings in your profile to opt out of other communications. 

Our emails may contain a pixel tag, which is a small, clear image that can tell us whether or not you have opened an email and what your IP address is. We use this pixel tag to make our email more effective for you and to make sure we’re not sending you unwanted email.

Resolving complaints 

If you have concerns about the way Ultimaker is handling your User Personal Information, please let us know immediately. We want to help. You may contact us by sending an email to [email protected] with the subject line 'Privacy Concerns'. We will respond promptly – within 45 days at the latest. 

You may also contact our Data Protection Officer directly. 

Ultimaker B.V. 
Stationsplein 32 
3511 ED Utrecht 
The Netherlands 

[email protected]

Changes to our Privacy Policy 

Although most changes are likely to be minor, Ultimaker may change our Privacy Policy from time to time. We will provide notification to users of material changes to this Privacy Policy through our Website at least 30 days prior to the change taking effect by posting a notice on our home page or sending email to the primary email address specified in your Ultimaker account. 

Contacting Ultimaker 

Questions regarding Ultimaker's Privacy Policy or information practices should be directed to [email protected]