Refund & Cancellation Policy
Our digital orders and subscription payments are processed by Paddle.com Market Ltd (Merchant of Record). Paddle provides buyer protection, handles tax compliance, and acts as the initial transaction processor. This policy outlines clear refund and cancellation rights for digital products (AI CAD studio subscriptions, generation quotas) and physical custom manufacturing contracts processed through our escrow platform.
1. Digital Software Subscriptions & AI CAD Quotas
TR3D provides instant digital access to AI-powered 3D CAD parametric modeling tools, generative mesh computation, STEP/STL export pipelines, and project workspace cloud storage.
1.1 14-Day Refund Guarantee (Unused Quota)
If you purchase a digital subscription plan (such as Pro, Studio, or Enterprise) and decide it is not suitable for your workflow, you are eligible for a full refund within 14 days of your initial purchase date, provided that:
- You have not used more than 15% of your monthly AI generation credits included in the billing period; and
- You have not performed high-volume automated bulk CAD exports.
1.2 Subscription Cancellation
You can cancel your recurring subscription at any time directly through your account dashboard or via the Paddle customer receipt portal with one click. Upon cancellation:
- Auto-renewal is immediately disabled. You will not be charged again.
- Your access to subscription features remains fully active until the end of your current pre-paid billing cycle.
- We do not offer pro-rated refunds for partial billing cycles once active usage has occurred beyond the 14-day window.
2. Physical 3D Fabrication Orders & Escrow Marketplace
When you commission a physical manufacturing job to verified print labs through the TR3D marketplace, client funds are held securely in milestone-based escrow until production is complete and approved.
If you cancel your manufacturing order before the lab accepts the job or commences material slicing/printing, you will receive a 100% full refund immediately back to your original payment method.
If the delivered part fails to meet specified tolerance standards (±0.2mm for FDM, ±0.05mm for SLA/SLS), has structural warping, incorrect material, or transit damage, TR3D will initiate a free reprint or a full refund.
2.1 Inspection Window & Dispute Resolution
Upon delivery of physical manufactured parts, you have an inspection window of 5 business days to report defects or dimensional discrepancies:
- Submit high-resolution photographs and caliper/measurement proofs via the Order Dispute tab or by emailing support@threed.ma.
- Our engineering team reviews the original CAD specifications against the delivered parts within 24–48 hours.
- If the lab did not comply with the ordered parameters, escrow funds are refunded to you in full, or reassigned to another verified lab for immediate expedited reprint at no additional cost.
3. How to Request a Refund
To request a refund or raise a dispute, please choose either of the following methods:
- Direct TR3D Support: Send an email to support@threed.ma or billing@threed.ma with your order reference (e.g.,
ord_...or Paddle Checkout ID). - Paddle Buyer Support: Use the support link included in your official Paddle invoice receipt to contact Paddle's 24/7 consumer support team.
4. Processing Timelines
Once an approved refund is authorized:
- Paddle Transactions (Credit Card, PayPal, Apple Pay, Google Pay): Refunds typically reflect on your bank or card statement within 3 to 7 business days depending on your financial institution.
- Escrow / Moroccan Bank Transfers: Processed within 2 to 4 business days.
5. Chargebacks & Fair Use
We encourage clients to reach out to our dedicated support team prior to filing a bank chargeback. Unwarranted chargebacks or fraudulent disputes may result in temporary account suspension pending resolution.
6. Contact Us
If you have any questions about this Refund and Cancellation Policy, please contact our support desk:
- Email: support@threed.ma / billing@threed.ma
- Support Hours: Monday – Friday, 09:00 to 18:00 (GMT+1)
- Address: Boulevard d'Anfa, Casablanca, Morocco