> Terms of Service

01 Who you are dealing with

BrokenITguy CustomWorks is a one-person custom 3D printing and design service operated by Hugo in Knoxville, Tennessee. All references to "we," "us," or "our" mean BrokenITguy CustomWorks, and all references to "you" or "your" mean the customer requesting work.

02 Two ways to order

Available now — Instant Quote (print-ready file):

• You upload a print-ready 3D file (STL, PLY, OBJ, or 3MF), choose material and color, and place your order through our Instant Quote page.
• Ordering, pricing, payment, and escrow for these orders are handled by our order partner, Treatstock — see section 03. Your order routes to our shop, and we print and ship it (or you pick it up locally).

Coming soon — the Studio (AI-assisted design):

• A future service where you describe what you need or upload photos and our system generates an AI-assisted 3D preview to review and approve before printing. When the Studio launches, the preview, approval, and file-correction terms in sections 05–07 will apply to it.

03 Ordering, pricing, and payment (via Treatstock)

• Instant Quote orders are placed and paid through Treatstock, a third-party 3D-printing order platform. When you order, you also agree to Treatstock's terms and return policy, which govern payment, escrow, refunds, and disputes for that order.
• Treatstock handles the transaction and holds your payment in escrow until the order is completed. We never see or store your payment-card details.
• Pricing shown at checkout is the price for that order. Custom work outside the Instant Quote flow (multi-color-in-one-piece, special materials, design help) is quoted separately by us before any work begins.

04 Submissions and files

• You are responsible for the content you upload or send: models, images, reference photos, and descriptions.
• You confirm that you either own the rights to those materials or have permission to use them for this purpose.
• You agree not to send anything illegal, dangerous, or that would violate another person's intellectual property or privacy.
• We may decline or cancel any project that appears unsafe, unlawful, or outside our capabilities.

05 AI-generated previews

• Any AI-generated previews or renders are approximations, not engineering guarantees.
• The preview helps you understand the concept, pose, or overall shape, but small details, surface finish, or exact dimensions may differ in the final print.
• You should not treat AI previews as engineering drawings or use them for safety-critical parts.

06 Approvals and revisions

Before printing, you will see either:

• an AI-generated preview, or
• your own supplied 3D file treated as the source of truth.

Your approval is your confirmation that the design is acceptable for your intended use (within the limitations described in these terms). Minor aesthetic tweaks may be possible, but significant redesigns or scope changes after approval may require a new quote.

07 File corrections and CAD cleanup

AI-generated concept models and customer-provided files sometimes need manual correction, CAD cleanup, or geometry adjustment before they are ready for printing or delivery. This is a normal part of working with AI-generated geometry and is not a defect in the service.

Common examples of work that may be required include:

• Adding or correcting through-holes, threaded features, or mounting geometry
• Fitment adjustments and tolerance corrections
• Wall thickness corrections for printability
• Mesh cleanup, non-manifold geometry repair, and general print-readiness fixes

When file correction work is needed, it is billed separately from your print quote at $60 USD per hour, based on actual time spent. We will always tell you what work is needed and get your agreement before starting, so you are never surprised by a charge you did not expect.

08 No engineering or safety guarantee

• BrokenITguy CustomWorks does not provide engineering certification, structural analysis, or safety guarantees.
• Parts are for personal, hobby, display, or light-duty use unless explicitly agreed otherwise in writing.
• You are responsible for testing parts in your own use case and deciding whether they are safe to use.

09 Turnaround times and delays

• Any timeframes we give are estimates, not hard guarantees.
• Delays can happen due to print failures, material issues, supplier delays, shipping problems, or personal/health constraints.
• If a delay is material, we will notify you as soon as reasonably possible and discuss options (adjusted timing, changed scope, or refund of undelivered work).

10 Shipping, damage, and reprints

• Shipping options and costs will be included in your quote or invoice when applicable.
• Once a package is handed to the carrier, risk of loss transfers to you; however, if something arrives obviously damaged, contact us and we will evaluate reprint options in good faith.
• Reprints for cosmetic reasons or design changes after approval may be treated as new work and quoted separately.

11 Refunds and cancellations

• Because each project is custom, full refunds are not guaranteed once work has started.
• If you cancel before any printing or material purchase, we may be able to cancel with little or no charge.
• If printing has started, we may offer partial refunds or reprints at our discretion, depending on how far the job has progressed.

12 Communication and response times

• Most communication happens via email using the contact information you provided in the Studio submission or on your account.
• During normal operation, we aim to respond within the timeframes stated on the site (for example, 1–2 business days).
• During medical leave, holidays, or posted downtime, response times will be slower. If the site displays a notice that we are temporarily unavailable, that notice overrides any standard response expectations.

13 Account and future customer portal

• For now, Studio submissions are handled by email confirmations and internal tracking.
• A future customer account/portal may let you log in, see your order history, and track status.
• When that system is live, we'll add account-specific terms describing how login, access, and account data are handled.

14 Data and privacy (summary)

When you submit a project, we store:

• your contact details,
• your project description,
• your files and generated previews,
• internal notes needed to quote, print, and fulfill your job.

We also integrate with third-party services for:

• invoicing and accounting (QuickBooks),
• payment processing (PayPal),
• email delivery.

Full details are in our Privacy Policy. If there is any conflict between this section and the Privacy Policy, the Privacy Policy wins.

15 Third-party services

• We rely on external providers (for example, QuickBooks, PayPal, Cloudflare, email services, and AI services) to run parts of the system.
• Their outages, limits, or policy changes can affect our service, even when our own code is working.
• We are not responsible for failures fully attributable to those third-party platforms, but we will act reasonably to work around them.

16 Changes to these terms

• These Terms may be updated from time to time as the business, systems, or legal requirements change.
• The "Last updated" date at the top will reflect the current version.
• For significant changes affecting existing customers, we will try to communicate the updates by email or a notice on the site when practical.

17 Governing law

• These Terms are governed by the laws of the State of Tennessee, without regard to conflict-of-laws rules.
• Any disputes will be handled in appropriate state or federal courts serving Knoxville, Tennessee, unless both parties agree in writing to another method (such as mediation).