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ULTIMAKERCARE SERVICE PLAN

This UltiMakerCare Service Plan (“UltiMakerCare” or the “Plan”) for the Products listed below is governed by these Terms and Conditions (the “Terms”) and constitutes the service contract (the “Contract”) between UltiMaker and you (“Customer”). UltiMakerCare is additional to the coverage provided by the UltiMaker Limited Warranty and MakerBot Limited Warranty for defective parts.

For purposes of these Terms, a “Product” refers to the following 3D printers:

  • MakerBot Method XL
  • MakerBot Sketch
  • MakerBot Sketch Large
  • MakerBot Sketch Sprint
  • UltiMaker Factor 4
  • UltiMaker S-3
  • UltiMaker S-5
  • UltiMaker S-7

1. CONTRACT TERM

(a) Customers must make the initial purchase of UltiMakerCare during the Warranty Period of the Product, as defined and detailed in the UltiMaker Limited Warranty. At such time of purchase, Customers can select an initial UltiMakerCare coverage period of one (1), two (2), three (3), or five (5) years (“Initial Coverage Period”). A Coverage Period will begin on the date the Customer purchases the Product covered by the Plan. Customers can renew their Coverage Period for additional one (1) year or two (2) year periods (each a “Renewal Coverage Period” and together with the Initial Coverage Period, the “Coverage Period”) at any time during the Initial Coverage Period. The maximum Coverage Period available is five (5) years from the date the Customer purchases the Product covered by the Plan. (b) UltiMakerCare is linked to the serial number of your Product found inside the packaging. Every Customer is required to activate UltiMakerCare using the serial number of the Product. UltiMakerCare automatically activates for those Customers who purchase digital UltiMakerCare. (c) UltiMakerCare only covers one (1) Product. (d) UltiMakerCare may not be resold and is non-transferable and non-refundable, unless Product is returned in accordance with the Return Policy outlined in the UltiMaker Terms and Conditions of Sale, in which case the cost of UltiMakerCare is refundable. (e) UltiMakerCare is available only in all of the 50 United States, plus the District of Columbia, Canada, Puerto Rico, and the United States Virgin Islands*.

2. WHAT IS COVERED

a. Scope. The following scope of the Plan is subject to the limitations described in Section 2.b.: i. Support. The Plan provides unlimited Live Chat, email, and phone support from UltiMaker Support during Business Hours (defined below) with a response time of up to eight (8) Business Hours (“Support”). ii. Service Level. The Plan provides replacement parts and return shipping** due to normal wear and tear and accidental damage during the Coverage Period, repair of the Product by UltiMaker, or a Hot-Swap. A “Hot-Swap” means (i) UltiMaker ships a replacement Product† to the Customer before UltiMaker receives the defective Product from Customer, and (ii) Customer returns the defective Product within thirty (30) days of receipt of the replacement Product. Customer will be charged the full retail price of the Product and the Plan will be cancelled if Customer does not return the defective Product within thirty (30) business days of receipt of the replacement Product. b. Limitations. i. Customers will only be covered for up to four (4) incidents under the Plan per year in a Coverage Period. An “incident” means that a Customer either receives (a) a replacement part from UltiMaker or (b) mail-in, physical service on a Product performed by UltiMaker. ii. Accidental damage only includes a dropped build plate (preventing the Customer from printing), a nicked build plate from print removal (preventing the Customer from printing), and a misaligned gantry from the initial shipping of Product from UltiMaker to Customer. iii. The Plan will cover the following non-consumable parts: motherboards, LCD displays and user interface components (buttons and dials), touch pads, power supplies, cables and wire harnesses, motors and mechanical components. iv. In addition to the non-consumable parts described in Section 2.b.iii. above, a Plan with a three (3) year Initial Coverage Period will cover print cores or extruders during the Initial Coverage Period of such Plan.‡ c. Exclusions. i. Except as otherwise stated herein, the Plan does not cover the following consumable parts: print cores, extruders, build plates damaged for reasons other than accidental damage described in Section 2.b.ii. above, filament, including those parts used in troubleshooting. ii. The Plan does not cover any damage due to liquid. iii. The Plan does not cover damage due to abuse, neglect or misuse, extreme environment, unusual physical or electrical stress or interference, exposure to moisture, flooding, fire, or electrical problems associated with incoming power or other acts not the fault of UltiMaker. iv. The Plan does not cover a Product with an altered or removed serial number, or a lost or stolen Product. v. The Plan does not cover damage resulting from hardware, software, or firmware modifications to the Product. vi. The Plan does not cover damage due to failure to comply with Product shipping instructions and/or packing documentation. vii. The Plan does not cover accessory parts. viii. The Plan does not cover defective parts. For replacement of a defective part that existed at the time of purchase, see the UltiMaker Limited Warranty. ix. The Plan does not cover damage resulting from Customer’s failure to follow maintenance instructions made available by UltiMaker.

3. OBTAINING SERVICE

a. The original purchaser of the Product and Plan may initiate contact with Support via Live Chat, a phone call, or submit a support case online to: www.UltiMaker.com/support. b. Support Hours of Operation: 9:00AM to 6:00PM ET Monday-Friday (“Business Hours”). Business Hours of operation are subject to change. c. Support determines course of action. The decision to issue replacement parts or have Product or parts of Product returned for servicing is at Support’s discretion. If replacement parts are deemed necessary, Support will coordinate shipment to you. If replacement parts are deemed unnecessary by Support, Customer may purchase a replacement part at a cost. For service requiring return of Product or parts of Product, Support will issue a Return Merchandise Authorization (“RMA”) Number to Customer. Unauthorized returns will not be accepted under any circumstances. UltiMaker will cover shipping both ways, but Support will choose and pay for method of return shipment to Customer.

4. PRIVACY; USER INFORMATION

Other than personally identifiable information, which is subject to the UltiMaker Privacy Policy, any material, information, suggestions, ideas, concepts, know-how, techniques, questions, comments or other communication you transmit in any manner (“Communications”) is and will be considered non-confidential and non-proprietary. We and our respective affiliates and our or their designees may use any or all Communications for any purpose whatsoever, including, without limitation, reproduction, transmission, disclosure, publication, broadcast, development, manufacturing and/or marketing in any manner whatsoever for any or all commercial or non-commercial purposes. We may, but are not obligated to, monitor or review any Communications. We will have no obligation to use, return, review, or respond to any Communications. We will have no liability related to the content of any such Communications, whether or not arising under the laws of copyright, libel, privacy, obscenity, or otherwise. We retain the right to remove any or all Communications that includes any material we deem inappropriate or unacceptable.

5. DISCLAIMERS

ULTIMAKERCARE IS NOT A SEPARATE WARRANTY OR LIMITED WARRANTY. ULTIMAKERCARE IS IN ADDITION TO ULTIMAKER’S LIMITED WARRANTY. ULTIMAKERCARE IS AN OPTIONAL PROTECTION PLAN FOR SERVICE AND TECHNICAL SUPPORT THAT MUST BE PAID FOR BY CUSTOMERS IN ADDITION TO THE PURCHASE PRICE OF THE PRODUCT.

6. LIMITATIONS OF LIABILITY

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER ULTIMAKER NOR ITS SUPPLIERS SHALL BE RESPONSIBLE OR LIABLE WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT OR TERMS OR CONDITIONS RELATED THERETO UNDER ANY CONTRACT, NEGLIGENCE, STRICT LIABILITY OR OTHER THEORY FOR (A) LOSS OR INACCURACY OF DATA OR COST OF PROCUREMENT OF SUBSTITUTE GOODS, SERVICES OR TECHNOLOGY, OR (B) ANY INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES INCLUDING, BUT NOT LIMITED TO LOSS OF REVENUES AND LOSS OF PROFITS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ULTIMAKER’S AGGREGATE CUMULATIVE LIABILITY HEREUNDER SHALL NOT EXCEED THE GREATER OF FIFTY DOLLARS ($50.00) OR THE AMOUNT PAID BY YOU FOR THE PRODUCT THAT CAUSED SUCH DAMAGE. SOME COUNTRIES, REGIONS, STATES OR PROVINCES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF REMEDIES OR OF INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR THE APPLICABLE TIME PERIODS, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY. EXCEPT TO THE EXTENT LAWFULLY PERMITTED, THIS LIMITED WARRANTY DOES NOT EXCLUDE, RESTRICT OR MODIFY STATUTORY RIGHTS APPLICABLE TO WHERE THE PRODUCT IS SOLD BUT, RATHER, IS IN ADDITION TO THESE RIGHTS.

7. SEVERABILITY

In the event that any of the provisions of this Contract shall be held by a court or other tribunal of competent jurisdiction to be unenforceable, the remaining portions of this Contract shall remain in full force and effect, provided that in such event the parties agree to negotiate in good faith substitute enforceable provisions which most nearly effect the parties’ intent in entering into this Contract.

8. CHOICE OF LAW; JURISDICTION

This Contract shall be governed by and construed in accordance with the laws of the State of New York, U.S.A., without regard to the choice-of-law principles thereof that would result in the application of the laws of a State other than New York. Any dispute between the parties arising under or relating to this Contract shall be subject to the exclusive jurisdiction of the United States District Court for the Southern District of New York state or the State courts sitting in the Borough of Manhattan, City of New York. A printed version of these Terms will be admissible in judicial and administrative proceedings based upon or relating to these Terms to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

MakerBot, UltiMaker, UltiMakerCare are trademarks or registered marks of UltiMaker. All rights reserved.

  • Pricing for UltiMakerCare may vary based on location due to shipping and operational costs. Residents of the United States Virgin Islands must purchase UltiMakerCare by placing an order over the phone with our Sales Team. ** Replacement parts for Customers in the contiguous United States are shipped to Customer via priority shipping at the earliest availability of UltiMaker (usually within one (1) business day). Customers in the contiguous United States can expect to receive replacement parts within two (2) business days of UltiMaker Support determining replacement parts are required. Shipping options and timing may vary for Customers located outside of the contiguous United States.

† The replacement Product offered through the Hot-Swap may be new or refurbished. ‡ Customers may only receive up to two (2) print cores or extruders (depending on the product) as a replacement part.