Pro Service Plan Terms of Service for the Form 2 or Form 3.
The Formlabs Pro Service Plan (the “Plan”) is applicable for your Formlabs Form 2 or Formlabs Form 3 (the “Product”). The Plan is governed by the following agreement (the “Agreement”) between CREAT3D Ltd (“CREAT3D”) and you (“Customer” or “you”).
The goal of this Plan is to help you use your Product most successfully and minimize any downtime you might have using the products you purchase from us. The Plan provides you with additional services above and beyond the limited warranty provided by Formlabs for its products. The Plan does not extend, replace, or change the terms and conditions of Formlabs’ limited warranty that accompanies the Product or the terms and conditions of Formlabs' Extended Warranty that may be purchased.
Eligibility and Coverage Period
At its sole discretion, CREAT3D may choose to offer, extend, or renew the Plan from time-to-time and on a case-by-case basis. The Plan is offered for a specific identified Product and begins either when the Plan is purchased or when the Product is shipped by CREAT3D to you, whichever is later (“Coverage Start Date”). The Plan continues for one or two years from the Coverage Start Date, depending on the Plan purchased, unless otherwise renewed or extended, (the “Coverage Period”). This plan is only available to CREAT3D customers based in the UK. Plan is available to purchase within 30 days of the original Product purchase date.
Except for Replacement Units, as discussed below, each Plan covers a specific Product and may not be transferred to another Product or to another Customer. The Plan may not be resold and is non-transferable and non-refundable, unless the Product is returned in accordance with Formlabs Return Policy, in which case the cost of the Plan is also refundable.
Priority Customer Service
Customers under the Plan will receive priority access to CREAT3D Technical Support (“Support”) during the Coverage Period. Under the Plan, CREAT3D will make reasonable commercial efforts to provide a response to requests for support made by you within 4 business hours. (Business hours are 08:30 to 18:30 Monday to Friday, excluding Bank Holidays). Support requests under the Plan must be made via the CREAT3D Technical Helpdesk at firstname.lastname@example.org which may be amended from time-to-time without prior notice.
Customer Service by Phone Hotline Support
Customers under the Plan may contact Support via telephone with support requests (“Hotline Support”) during CREAT3D Customer Support’s operating hours. Telephone numbers and operating hours may be found at https://www.creat3d.shop/support.html and may be amended from time-to-time without prior notice. CREAT3D is not responsible for any international or long-distance fees or service charges you may incur by using Hotline Support. Hotline Support may be limited to calls of reasonable length and frequency.
Video Conference Appointments
In addition to telephone calls to Customer Support, Customers under the Plan may contact Support to schedule one video conference appointment during operating hours and subject to availability to receive support. Video Conference Appointment requests should be made via email@example.com which may be amended from time-to-time without prior notice. Video Conference Appointment may be subject to change based on availability and may be limited to a reasonable length.
“Hot Swap” Service
This plan is not available outside of the UK.
CREAT3D, at its sole discretion, may terminate this Agreement and refuse to provide further services under the Plan for abusive, inappropriate, or unreasonable behaviour; failure to comply with CREAT3D or Formlabs published policies and procedures; or failure to pay outstanding charges due under this Agreement. In the event that CREAT3D terminates your participation in the Plan, CREAT3D may provide you with a partial refund at its sole discretion.
Disclaimers and Limitations on Liability
Enforcement and Entire Agreement
A contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. Both you and CREAT3D irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with a contract or its subject matter or formation (including non-contractual disputes or claims).