Privacy Policy

Effective Date: November 4, 2025

Table of Contents

1. Scope of Application
2. Personal Data We Collect
3. Personal Data You Create or Provide to Us
4. Personal Data We Collect When You Use Snapmaker Products and Services
5. Personal Data We Receive About You from Third-Party Sources
6. How We Use Your Personal Data and Legal Basis
7. How to Access and Control Your Personal Data
8. Sharing Your Personal Data
9. Data Retention
10. Data Security
11. Children's Privacy
12. Changes to the Policy
13. Contact Us
14. Final Provisions

Introduction

Thank you for choosing Snapmaker's products and services.

We understand the importance of privacy protection. This Privacy Policy (the "Policy") explains how we collect, use, share, and protect your personal data. Please read and understand the contents of this Policy before using the relevant products and services. If you need further assistance, please contact us at privacy@snapmaker.com.

Data Controllers: 深圳快造科技有限公司 (Shenzhen Snapmaker Technologies Co., Ltd.) and its affiliated company, SNAPMAKER HK LIMITED (established in Hong Kong, China), collectively referred to as "we" or "Snapmaker" in this Policy, are joint controllers concerning the personal data covered by this Policy.

1. Scope of Application

(1) This Policy applies to Snapmaker products and the products and services provided by the client applications operated by Snapmaker, namely Snapmaker Luban / Snapmaker Orca / Snapmaker App, and the official Snapmaker website. Any new products or services launched by Snapmaker will also be subject to this Policy, unless otherwise stated.

(2) This Policy does not apply to information/services provided by third parties that are embedded within or accessible via links from Snapmaker Luban / Snapmaker Orca / Snapmaker App (including any third-party applications, websites, apps, and information/services provided in other forms). The aforementioned information/services are operated by third parties and are subject to their respective privacy policies or similar provisions.

2. Personal Data We Collect

Personal data refers to any information relating to an identified or identifiable natural person. When you use Snapmaker products or services or interact with us, we may collect your personal data. Depending on the services you use and your interactions with us, we collect different types of information. In some cases, you may choose not to provide certain data. However, this may prevent us from providing the relevant products or services, or may limit our ability to respond to or help resolve any questions or concerns you may have.

The data we collect depends on the context of your interactions with Snapmaker, the choices you make (including your privacy settings), the products and features you use, your location, and applicable law.

3. Personal Data You Create or Provide to Us

• Account Registration: When you create a Snapmaker account, we collect your personal data necessary to create your account and enable you to use Snapmaker products or services. This may include your email address, avatar, display name, username, and user ID.
• Account Login: When you log in using an email address, you need to provide us with your email address. When you log in using a third-party account (Google, Meta, Apple, GitHub account), we will obtain the third-party account information you authorize to share, as well as authentication information, for the purposes of account binding, completing account information, safeguarding your account security, and preventing security risks. Your refusal to authorize the aforementioned information will result in your inability to log in to Snapmaker Orca/Snapmaker App using the third-party platform's account, but you can complete the login through other means.
• Credentials: We collect passwords (when you create, log in to, or update your Snapmaker account password), which are stored in hashed form using industry-standard security measures; and authentication keys (a random string, when you actively enable Two-Factor Authentication (2FA)).
• Contact Information: When you request products, services, or information from us, participate in activities on our websites and applications, respond to surveys, or otherwise interact with us using one or more devices, we collect your personal data necessary to process your request. For example, to deliver physical goods you have purchased or requested, we may process your name, email address, mobile phone number, physical address, postal code/zip code, and other necessary contact information. When you are a corporate customer of Snapmaker and interact with us on our website, we may collect certain data, including your name, work email address, job title, company or organization name and related details, phone number, region, country, and company size.
• Payment Information: When you make a payment for our products or services, we will need to process your payment data. The exact personal data collected and used varies depending on the payment method. This may include your name, mobile phone number, bank details, type of payment method (credit or debit card); if you use a debit or credit card, this includes card type, validity period, and certain digits of your card number (Note: for security reasons, we never collect or store your full card number); details of your payment history or other payment-related information.
• Transaction Information: When you purchase or request products or services from Snapmaker, we may need to process other personal data of yours, namely product details (specifically price, description, specifications, quantity, and pictures), transaction details (specifically payment method, product pickup address, delivery method), and any information required to track shipments and services provided by payment service providers.

4. Personal Data We Collect When You Use Snapmaker Products and Services

When you use Snapmaker products or services, we collect information about your device and how you and your device interact with our products and services. Such information may include:

• Usage Information: When you use our products or services, we record the applications and functions you use and your operations within them.

For example, we may record:

• General Usage Data. When you visit our official website, we may collect usage, viewing, technical, or device data. This may include your application information (e.g., application version, software identifiers, and application settings such as region and language), browser or device type, device name, unique device identifier, IP address, or Cookies (to learn more, you can visit our official website and review our Cookie Notice).
• Snapmaker Forum Interaction Data. When you use the Snapmaker Forum, we collect information related to your interactions with us, including posts, comments, and likes.
• Survey, Research, and Promotion Data. When you participate in surveys, research, promotions, contests, marketing activities, or events conducted or sponsored by us, we will process your necessary personal data related to such events. Depending on the type of event, this may be your first and last name, contact details (e.g., email address), or any other information required to meet the participation criteria of the relevant event. If the event includes prizes or coupons, you may need to add your physical address, as well as other information necessary for the delivery of the prize, in order for us to deliver the prize or coupon to you.
• Printer Interaction Data. Information about your use of the features and characteristics of Snapmaker 3D printers, including personal data about your printer hardware and software, how our printers perform, and your settings.
• Printing Information. After you complete slicing a 3D model file in Snapmaker Orca and initiate a print job via Snapmaker cloud services, in order to successfully print and display the 3D model's printing information on various clients, we may forward the configuration information, print settings, model picture, platform thumbnail, and G-code file (excluding 3D mesh information) from this print job (hereinafter "Print Files") to the 3D printer. When you enable the print history reprint function, in addition to storing the aforementioned Print Files, we may also store the following information: the start time, completion time, material consumption, and other information for each print job (hereinafter "Other Printing Information"). When you disable the print history reprint function, we will not store your Print Files and/or Other Printing Information (collectively, "Printing Information"). We will use Printing Information strictly for the purposes described in this section. If we need to use your Printing Information for purposes other than those specified in this section, we will obtain your consent in advance, unless the processing is necessary for providing customer support services and you have voluntarily uploaded the G-code and/or 3mf files to us. We do not collect your 3D model files and/or related printing information under the following circumstances:
  • When you initiate a print/job with your printer operating in LAN mode;
  • When you initiate a print/job using models stored on an SD card;
  • When you initiate a print/job using models stored on the printer's internal storage.
• Printer Connectivity and Usage Data. This may include device identification data (e.g., IP address, which can be used to determine the country or region of the printer, printer serial number ("Printer SN"), and printer name), the printer's hardware and firmware version and configuration data, and regional and language settings.
• Printer Camera Information. Subject to your explicit consent, we may collect visual data from your printer's camera and sensors. This includes images and videos from the printer's internal camera. This information will be used only for the permitted purposes and will not be used for any other purpose or shared with any third party without your separate consent. You may withdraw your consent at any time. For the avoidance of doubt, when you use the live view and/or remote video-related functions via the camera built into or attached to our devices, we only provide transmission channel services and do not collect or store any copies of camera pictures or videos.
• Communication or Interaction Data. In your communications with us, we process personal data necessary to communicate with you, for example, to automatically answer questions you raise and fulfill your requests. Regarding your use of contact forms, we process contact details necessary to communicate with you (e.g., to answer your questions) and fulfill your requests. These may include your country/region, Printer SN (optional), the nature and description of the question, supporting photos or videos (optional), and any relevant auxiliary troubleshooting data.

5. Personal Data We Receive About You from Third-Party Sources

We receive personal data about you from various third parties, including website activity data obtained through tracking technologies, transaction information from retail partners, advertising interaction data, and account details when you use third-party social platform login services to access our platform. This includes:

• Single Sign-On: We may offer you the ability to log into our services using certain third-party accounts you hold. For example, when you register or log in to Snapmaker products and services using your Meta, Apple, or Google account. When you use these single sign-on protocols to access our services, we do not receive your login credentials for the relevant third-party service. Instead, we receive an access token from the single sign-on protocol to help identify you within our system (e.g., via your username) and confirm that you have been successfully authenticated via the single sign-on protocol. This information allows us to more easily provide you with access to our products and services.
• Business Partners. When you purchase our products from a third-party platform other than Snapmaker, that platform may share certain personal data about you (e.g., your transaction information) with us for the purpose of connecting you with us to provide products and services.
• Advertisements You See and How You Interact with Them. We will use commercial tools (such as those from Meta and Google) and other technologies to help us understand and measure how people use our products and services and how their advertisements perform. To learn more, you can visit our official website and review our Cookie Notice.
• Other relevant information from third-party service providers who help us deliver, improve, or protect our services, including from public sources or third-party data providers.

6. How We Use Your Personal Data and Legal Basis

We will only use your personal data for the purposes described in this Policy and in compliance with the following legal bases:

1. Providing Our Products and Services

We use information to operate our products and provide you with a rich, interactive experience.

Scenarios where we use your personal data to deliver services include:

• 1.1 Account Registration and Management: We use your personal data to register and maintain your Snapmaker account and enable you to use Snapmaker products or services. To use some of the features available on Snapmaker, you need to register in accordance with the Terms of Service, unless explicitly allowed to be used without registration or login separately.
• 1.2 Processing User Transactions: When you purchase physical products, virtual products, or services from us, we collect your personal data to process, fulfill, and deliver your order and fulfill our contractual obligations, including providing support related to our products or services.
• 1.3 Providing Our Websites, Products, and Related Services: When you access and use our products and services, we process your personal data as necessary to provide our websites, products, and related services (e.g., applications, cloud services, and other features or functionalities).
• 1.4 Providing Technical and Customer Support Services: When you contact the Snapmaker customer service support team, we process your personal data as necessary to provide technical and customer support services. This provision includes:
  • Responding to your support inquiries and providing the requested assistance;
  • Troubleshooting and diagnosing product issues reported by you.

Legal Basis:

When you have the legal capacity to enter into a contract, our use of your personal data to provide our products and services is necessary for the performance of a contract with you.

2. Product Improvement

We use personal data to continually improve our products, including adding new features or product enhancements.

Legal Basis:

We process your personal data based on legitimate interests. The legitimate interests we rely on include improving and optimizing our products and services to deliver a better user experience. When conducting such processing, we prioritize the use of de-identified or aggregated data and have conducted assessments to ensure that our interests do not override your data protection rights and freedoms. You have the right to object to such processing on grounds relating to your particular situation. For detailed information on how to exercise this right, please refer to the "How to Access and Control Your Personal Data" section.

3. Questionnaires, Competitions, Promotional Activities

Snapmaker may run competitions or promotional activities from time to time. Such activities may also involve providing content or services subject to you providing personal data or explicit consent to processing. If you decide to participate in such activities, your personal data (e.g., necessary contact details) may be used by Snapmaker to organize the competition in an effective manner, such as notifying winners. Contact details of users who voluntarily participate in the activities are processed by Snapmaker in accordance with applicable law and for the purposes of such activities.

Legal Basis:

We process your personal data based on your consent for the above purposes.

4. Marketing Activities

We may use your personal data for marketing activities, including where you have consented to receive marketing communications, or where we provide you with content or services in exchange for your agreement to receive promotional materials.

Legal Basis:

We process your personal data based on your consent for the above purposes.

5. Analytical and Statistical Activities and Surveys

We may process personal data collected via Cookies and similar technologies for analytical and statistical purposes, subject to the user's explicit consent to the storage of this personal data on their terminal equipment. To learn more, you can visit our official website and review our Cookie Notice.

We may conduct analytical and statistical activities and surveys, including creating aggregated or de-identified information that cannot reasonably be used to identify you (we may use this information for purposes outside the scope of this Policy), and to better understand our user base and demographic information.

Legal Basis:

We process your personal data based on legitimate interests. The legitimate interests we rely on include: better understanding user usage of our products and services based on analytical and statistical activities and survey results, improving and optimizing our products and services, and providing users with a better experience.

6. Reviews

We may also contact you via email to invite you to review any products and services you have received. You can opt out of receiving review invitations at any time using the unsubscribe link in our emails.

If you choose to submit a review via our Trustpilot integration, we will share your name, email address, and reference number with Trustpilot A/S based on your consent at the time you submit the review. Your review, including your name and feedback, will be publicly displayed on our website and Trustpilot's platform.

Submitting a review constitutes your consent to this public display and data sharing. You can withdraw this consent by requesting the removal of your review by contacting Trustpilot directly. For information on Trustpilot's data processing, please refer to its privacy policy. You can always opt out of review invitations. For published reviews, please note that we cannot delete or modify them directly; you must contact Trustpilot directly for removal or modification.

Legal Basis:

We process your personal data based on your consent for the above purposes.

7. How to Access and Control Your Personal Data

You can make choices about the data Snapmaker collects and uses. You can control the personal data Snapmaker holds about you and exercise your data protection rights by contacting Snapmaker or using the various tools we provide. In some cases, your ability to access or control your personal data will be limited by applicable legal requirements or permissions. How you access or control your personal data also depends on the products you use.

For example, you can choose whether you wish to receive promotional emails and calls from Snapmaker.

• Email Communication Preferences. If you receive promotional emails from us and wish to opt out, you can do so by clicking the "unsubscribe" link provided in such communications. You may be unable to opt out of service-related communications (e.g., transactional communications, changes or updates to service features, or technical and security notices).
• Push Notification Preferences. You can stop receiving our push notifications by changing your preferences in your device's notification settings menu or the applicable service-specific application. Please note that we have no control over your device's notification settings and assume no responsibility if they are not functioning properly.
• Direct Mail Preferences. You can stop receiving our promotional direct mail communications by contacting privacy@snapmaker.com. Please note that this opt-out does not affect any mailings controlled by third parties that may feature or refer to our services.

Not all personal data we process is accessible or controllable via the tools above. If you wish to access or control personal data processed by Snapmaker that is not available via the above tools or directly through the Snapmaker products you use, you can always contact us by sending an email to privacy@snapmaker.com.

You can access and control the personal data Snapmaker holds about you by contacting Snapmaker. For example:

• If Snapmaker obtained your consent to use your personal data, you can withdraw that consent at any time by following the instructions provided when your consent was requested or by contacting us using the methods described in the "Contact Us" section below.
• Modify or Delete Your Personal Data. You can request access to, deletion, and updates to your personal data. If you have any questions about viewing, modifying, or deleting your personal data, you can contact us directly at privacy@snapmaker.com. We may not be able to modify or delete your personal data in all circumstances.
• If you wish to port your data elsewhere, you can contact us using the methods described in the "Contact Us" section below for assistance.

If we process your personal data based on legitimate interests, you have the right to object to the processing, unless we can demonstrate compelling legitimate grounds which may override your rights. If you object to such processing, we will ask you to state the reasons for your objection so that we can review the processing of your personal data and balance our legitimate interests in processing the personal data against your objection to such processing.

You have the right to request the restriction of the processing of your personal data where: (a) you contest the accuracy of the personal data; (b) the personal data has been processed unlawfully, but you object to its erasure; (c) you need the personal data to be retained to establish, exercise or defend legal claims; or (d) you have objected to the processing and are awaiting the outcome of that objection request.

You can object to the processing of your personal data for direct marketing purposes.

You can always contact us by sending an email to privacy@snapmaker.com to exercise the aforementioned rights to object to processing or to restrict the processing of your personal data.

If you are not satisfied with the manner or outcome of our response to your data rights request, you have the right to lodge a complaint with your local supervisory authority at any time.

You have no legal obligation to provide us with personal data. However, as described in "How We Use Your Personal Data and Legal Basis" above, in some cases, we require you to provide us with certain personal data based on the necessity to perform a contract with you. If we do not receive certain personal data from you, we may not be able to provide our products and/or services.

8. Sharing Your Personal Data

We may share your personal data collected or generated through your use of Snapmaker products and services in the following ways:

1. When You Actively Share Your Personal Data

Many of our services allow you to share personal data with others, and you have control over how you share.

To ensure user experience, Snapmaker products and services may contain links to third-party websites, products, and services. We have no control over third-party resources, but you can choose independently whether to access third-party links or share information with third-party platforms. Since third parties are not bound by this Policy, Snapmaker also has no control over their privacy or data protection policies. Please be sure to review their relevant policies before providing personal data to a third party.

2. When Snapmaker Shares Your Personal Data

To provide you with Snapmaker products and services and achieve the purposes described in the "How We Use Your Personal Data and Legal Basis" section, we may share personal data with affiliated companies and third-party service providers, including:

• Affiliated Companies: To fulfill contractual and legal obligations, we may share or grant access to personal data with affiliated companies. For example: some product service systems are operated by affiliated companies; some affiliated companies provide product technical support and maintenance services.
• Business Partners: We may share information with partners who assist in service provision. For example: engaging Trustpilot to collect product feedback (its privacy statement can be found here); selling products through online and offline channels via Snapmaker's official authorized distributors.
  • When placing an order through a partner, the product is typically delivered directly by them. To complete the transaction, the partner will process your personal data as a data controller. Please check the partner's separate privacy policy (usually published on the homepage of their official website) regarding their processing practices. Snapmaker is not responsible for the data processing activities of partners.
  • Please note: When purchasing through partner channels, regarding the processing of account information, device information, application information, usage information, etc., Snapmaker still acts as the data controller for the purposes described in this Policy.
  • When requesting customer support from a partner, we may share your personal data with them for responding to the request. Regarding such data, Snapmaker, as the data controller, will ensure that the partner processes it strictly in accordance with our instructions.
• Service Providers/Vendors: We share personal data with our cooperating service providers to support specific business processes or product services. These providers include: (1) payment processing service providers, to provide you with payment-related services; (2) customer support service providers, to provide you with customer support services; (3) order fulfillment service providers, to assist in completing order processing; (4) product delivery service providers, responsible for product logistics and distribution; (5) advertising and marketing service providers, to help us conduct promotional activities; (6) personalization service providers, to provide you with a service experience better tailored to your needs; (7) technical service providers, providing technical development and maintenance support; (8) data storage service providers, responsible for data storage and management; (9) user research service providers, assisting us in understanding user needs and feedback.

3. Other Situations Required by Applicable Law

We will share personal data outside of Snapmaker in the following circumstances: to comply with the law or a subpoena, or where we believe in good faith that disclosure of personal data is reasonably necessary to:

• Comply with any applicable law, regulation, or legal process;
• Enforce applicable terms of service, including investigation of potential violations;
• Detect, prevent, or otherwise address fraud, security, or technical issues;
• Protect against harm to the rights, property, or safety of Snapmaker, our users, or the public.

We may share non-personally identifying data publicly and with partners (e.g., publishers, advertisers, developers, or rights holders).

9. Data Retention

We retain your personal data only for the period necessary to provide you with Snapmaker products and services, and for the period necessary for Snapmaker's legitimate and necessary business purposes (e.g., data-driven decision-making for new feature development, fulfilling legal obligations, resolving disputes).

Our retention periods for key categories of data are as follows:

• Data Deleted Upon Request: You have the right to request that we delete certain of your personal data. For example, survey, research, and promotion data will be retained until you withdraw consent or opt out, after which it will be retained for a maximum of 6 months to respect your preferences and comply with marketing regulations.
• Data Expiring After Specific Timeframes: We have set specific retention periods; some data will expire, be deleted, or be de-identified after specific time periods. For example, financial information and transaction information will be retained for the period required by financial regulations (typically 5-7 years) and as necessary for tax compliance, dispute resolution, and anti-fraud purposes.
• Data Retained Until Account Deletion: Account information and credentials will be retained during the account's active period, and for a maximum of 2 years after account closure to comply with legal obligations, resolve disputes, and prevent fraud.
• Data Retained Long-Term for a Limited Period: Communication or interaction data is typically retained for 3 years for operational purposes such as security, system improvement, and legal compliance, unless a longer period is required by law.

Your personal data that we collect will be stored on servers located in [the United States]. We may disclose personal data to affiliated companies and third parties located within the territory of the People's Republic of China to achieve certain functions in our products and services. We will take necessary measures to ensure the security of personal data and appropriately implement data transfer arrangements to provide an adequate level of data protection. If you have any questions or need more information, you can contact us at privacy@snapmaker.com.

10. Data Security

We are committed to protecting your personal data through physical, organizational, and technical security measures. This includes encryption for secure transmission and storage, access control mechanisms to prevent unauthorized access, and role-based permission management. Access to personal data is logged and regularly reviewed by authorized personnel.

However, please note that no security system is completely reliable, and we cannot guarantee that your data will not be accessed, disclosed, altered, or destroyed due to security breaches.

If other individuals have access to your Snapmaker account, they may also access your personal data within the account, control rights, and available services. For example, you might allow someone to use your account on a shared device. You are responsible for only allowing individuals with whom you are willing to share your personal data to use your account. Others' use of your Snapmaker account may affect your personalized settings and be included in your data records. To protect your user account and privacy, we recommend that you:

• Use a strong password used only for your Snapmaker account;
• Do not share your password with others;
• Restrict access to your computer and browser;
• Log out after each use of Snapmaker devices and services in shared or public environments.

In the event of an extreme incident leading to unauthorized data disclosure, we will take legal measures to protect customers' rights. We will endeavor to ensure the security of your personal data, but we may not be able to assume liability in the event of force majeure incidents beyond our reasonable control or statutory exemptions from liability.

11. Children's Privacy

Snapmaker products and services are not directed at children. We do not knowingly collect personal data from such children when providing services.

If you are a child user, please do not provide any personal data to us in any form. If we discover that we have inadvertently received a child's personal data, we will delete it promptly upon realization. If you believe we may hold a child's personal data, please contact us at privacy@snapmaker.com to request its removal.

12. Changes to the Policy

We may update this Policy from time to time. We will not reduce your rights without your explicit consent. If there are significant changes to how we process your data, we will notify users via the registered email or Snapmaker App, post a notice in a prominent position on the official website and platform, or provide notice as required by law. Your continued use of our services after such changes take effect constitutes your acceptance of the revised Policy.

13. Contact Us

If you have any questions, comments, or suggestions regarding this Policy, please contact us via:

Email:privacy@snapmaker.com

Postal Address: [13th Building, 4th Floor, Honglai Kechuang Building, Pingshan 1st Road, Nanshan District, Shenzhen, Snapmaker]

To contact our representative in the EEA and the UK, please contact: mickey@snapmaker.com

Generally, we will respond within fifteen (15) working days after receiving the inquiry, or within other time limits explicitly specified by laws and regulations.

14. Final Provisions

This Policy is an integral part of the Snapmaker Terms of Use. The interpretation, validity, and dispute resolution of this Policy shall be handled in accordance with the provisions stipulated in the Terms of Use.