3DChimera Support Plan Terms & Conditions
These Support Plan Terms & Conditions apply to eligible equipment purchased from 3DChimera with an active support plan. By purchasing or renewing a support plan, the customer agrees to the terms below.
1. Covered Equipment
Support plan coverage applies only to eligible equipment purchased from 3DChimera and identified on the applicable quote, invoice, order confirmation, or support plan record.
Coverage begins once the support plan has been purchased and activated. Benefits are not available until payment has been received according to the payment terms on the applicable invoice.
Support plans are non-transferable and apply only to the original purchasing customer and the covered equipment.
2. Plan Benefits
Depending on the support plan purchased, benefits may include:
- Remote technical support
- Expedited support response
- Replacement parts for eligible manufacturer defects
- Access to repair service options
- Access to machine swap or replacement options, where included in the purchased plan
- Priority handling for eligible support cases
Specific benefits may vary by equipment type, manufacturer, and support plan level.
3. Replacement Parts
If 3DChimera determines that an issue is caused by an eligible manufacturer defect, replacement parts may be provided under the support plan at no additional charge for the covered part.
Wear items, consumables, accessories, cosmetic items, and damage caused by use, misuse, modification, improper maintenance, improper installation, or improper packaging are not covered unless specifically stated in writing.
Customers may be responsible for installation, labor, shipping, diagnostics, or repair costs depending on the support plan purchased and the nature of the issue.
4. Repair Service
When an issue cannot be resolved remotely, 3DChimera may offer repair service options.
Unless otherwise stated in the purchased support plan, the customer is responsible for properly packaging the equipment, shipping the equipment to 3DChimera, return shipping costs, diagnostic fees, repair labor, and non-covered replacement parts.
Equipment must be shipped in original or approved packaging. Damage caused by improper packaging is not covered and may result in additional repair or replacement charges.
5. Machine Swap or Replacement Options
Some support plans may include access to machine swap or replacement options.
When applicable, replacement equipment may be refurbished, previously used, or service-stock equipment, and will be of equivalent or better functional condition as determined by 3DChimera.
3DChimera may require the original equipment to be returned, inspected, and accepted before a replacement unit is shipped.
Only one machine may be swapped at a time unless otherwise approved in writing by 3DChimera.
The customer is responsible for returning the original equipment in stock condition, including all required components and accessories, excluding normal consumables unless otherwise specified.
Missing items, non-covered damage, unauthorized modifications, cosmetic damage, or equipment returned in unacceptable condition may result in additional charges.
6. Deductibles, Fees & Payment
Some support plan services, including machine swaps, replacements, diagnostics, repairs, shipping, or non-covered parts, may require deductibles, service fees, or additional charges.
Any applicable charges must be paid before replacement parts, repaired equipment, or replacement equipment are shipped.
3DChimera may require a valid payment method before processing certain support services. Additional approved charges may be billed to the customer as outlined in the applicable quote, invoice, or support plan terms.
3DChimera may also require confirmation that covered equipment has been installed, operated, and maintained by trained personnel before processing certain support plan services, including advanced troubleshooting, repair service, machine swaps, or replacement coverage. If 3DChimera determines that additional training, onboarding, inspection, or setup verification is needed, the customer may be responsible for any applicable fees before support plan benefits are provided.
7. Exclusions
Unless specifically stated in writing, support plans do not cover:
- Wear items or consumables, including but not limited to nozzles, hotends, build plates, filters, belts, fans, tubing, adhesives, and similar items
- Accidental damage, misuse, neglect, or abuse
- Unauthorized modifications, third-party upgrades, or non-approved accessories
- Cosmetic issues, including scratches, dents, stickers, adhesives, residue, or discoloration
- Shipping damage caused by improper packaging
- Damage caused by improper storage, installation, operation, maintenance, or environment
- Loss of data, lost production time, lost profits, or other indirect damages
- Issues caused by third-party materials, software, firmware, or accessories
- Damage, failures, or performance issues caused by operation, maintenance, troubleshooting, repair attempts, or material handling by untrained or improperly trained personnel.
3DChimera reserves the right to inspect any returned equipment and determine whether the issue is covered under the applicable support plan.
8. Customer Responsibilities
Customers are responsible for:
- Using equipment according to manufacturer guidelines
- Ensuring covered equipment is operated and maintained only by personnel who have received appropriate training
- Performing normal maintenance
- Using approved materials, accessories, and operating procedures
- Providing accurate information during support requests
- Maintaining proof of purchase and support plan coverage
- Properly packaging equipment for shipment
- Returning equipment, parts, or accessories when requested
- Paying any applicable non-covered fees, shipping costs, deductibles, or repair charges
Training may be provided by 3DChimera, the manufacturer, or another qualified source acceptable to 3DChimera. Customer is responsible for maintaining appropriate internal training practices for any personnel who operate, maintain, or troubleshoot covered equipment.
Failure to follow these responsibilities, including operation or maintenance by untrained or improperly trained personnel, may limit or void support plan benefits.
9. Renewal & Non-Cancellation
Support plans are purchased for the full term stated on the applicable quote, invoice, order confirmation, or support plan record.
Once purchased, support plans are non-cancelable, non-refundable, and may not be transferred, credited, exchanged, or applied to other equipment, customers, locations, products, or services unless approved in writing by 3DChimera or required by applicable law.
Support plans may renew annually unless otherwise stated. Renewal pricing, coverage, and benefits may change with advance notice prior to renewal.
Customers may choose not to renew for a future term, but cancellation or non-renewal does not entitle the customer to any refund, credit, or reduction of fees for the current plan term.
10. Service Abuse Policy
3DChimera reserves the right to deny, limit, suspend, or revoke support plan coverage in cases of misuse, excessive claims, fraudulent behavior, repeated non-covered claims, abuse of the support process, or failure to pay applicable charges.
If coverage is revoked due to misuse, abuse, fraud, or violation of these terms, no refund will be issued.
11. Communication Consent
By purchasing a support plan, the customer agrees to receive service-related communications, support updates, renewal reminders, and administrative notices by email, phone, or SMS.
12. Limitation of Liability
3DChimera is not liable for indirect, incidental, special, consequential, or punitive damages arising from the use, inability to use, repair, replacement, or downtime of covered equipment.
This includes, but is not limited to, lost profits, lost revenue, production delays, loss of data, missed deadlines, or business interruption.
13. Force Majeure
3DChimera is not responsible for delays or failure to perform due to events beyond its reasonable control, including but not limited to natural disasters, acts of war, terrorism, labor shortages, supplier delays, shipping delays, manufacturer backorders, or supply chain disruptions.
14. Governing Law
These terms are governed by the laws of the State of Florida. Any legal action or proceeding related to these terms shall be brought in Miami-Dade County, Florida, unless otherwise required by applicable law.
15. Entire Agreement
These terms, together with the applicable quote, invoice, order confirmation, and support plan description, represent the full agreement between the customer and 3DChimera regarding support plan coverage.
No changes or exceptions are valid unless confirmed in writing by 3DChimera.
