3D WERK
LEGAL AND POLICIES
LEGAL
Service Plans that keep
your WaxJet printing.
These terms explain what Boundless Labour, the Care Plans and the service contract included with a new WaxJet 51C or WaxJet 530 cover, what they do not, and how payment, renewal and cancelling work. They sit alongside your rights under the Australian Consumer Law, never in place of them.
Service Plan Terms · Last updated 2 October 2026
Where we service
On-site service is in the Sydney Metro Area, within a 50 km straight-line radius of the Sydney GPO.
Targets, not guarantees
Response and attendance times are targets we work hard to meet.
Easy to cancel
Boundless Labour has no lock-in, and Care Plans can be cancelled at any time before they renew.
Your rights stay
A Service Plan is extra to your Australian Consumer Law rights and never replaces them.
ON THIS PAGE
1
About these terms
1.1 These Service Plan Terms apply when you buy or receive a Service Plan from 3D Werk (ABN 68 663 371 015), of Sydney NSW (we, us, our). "You" means the customer named on the Service Plan.
1.2 Your contract is made up of these terms, the plan description shown when you sign up and any written quote or confirmation we give you. If they conflict, a written agreement signed by both of us applies first, then these terms, then the plan description.
1.3 For the Included Care Plan, our Conditions of Sale: Machines and Equipment also apply and take priority on its start date and on what applies outside the Sydney Metro Area. Parts you buy from us under a quote are covered by those Conditions. One-off repairs and callouts outside a Service Plan are covered by our Repair and Callout Terms.
2
Definitions
2.1 In these terms:
ACL means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Business Day means a day other than a Saturday, Sunday or public holiday in New South Wales.
Business Hours means 8 am to 6 pm, Sydney time, Monday to Saturday, excluding public holidays in New South Wales.
Care Plan means Care Plan WJ51C or Care Plan WJ530 bought as a paid subscription.
Consumables means wax and other materials used up in printing.
Consumer has the meaning given in the ACL.
Included Care Plan means the one-year all-inclusive service contract included in the price of a new WaxJet 51C or WaxJet 530.
Installation Date has the meaning in our Conditions of Sale: Machines and Equipment.
Machine means a Flashforge WaxJet printer.
Parts means genuine Flashforge spare parts.
Service Plan means Boundless Labour, a Care Plan or the Included Care Plan.
Services means installation, training, repairs, maintenance, support and Service Plans.
Sydney Metro Area means locations within a 50 km straight-line radius of the Sydney GPO (1 Martin Place, Sydney NSW 2000).
Warranty means the 3D Werk Warranty Against Defects.
3
Your Service Plan is extra to your legal rights
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
3.1 The benefits to the consumer given by the warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods or services to which the warranty relates. This applies to every Service Plan, including the Included Care Plan.
3.2 You never need a Service Plan to have a consumer guarantee failure or a Warranty defect fixed. If a fault is covered by the consumer guarantees or the Warranty, we deal with it under those rights whether or not you have a plan, and it does not count against fair use.
3.3 Under the ACL, services we supply to a Consumer must be provided with acceptable care and skill, be reasonably fit for any purpose you make known to us, and be supplied within a reasonable time where no time is agreed.
4
The plans
4.1 Boundless Labour. On-site labour for new faults on your registered Machine(s), billed monthly, with no lock-in. It includes:
on-site labour to diagnose and fix faults, with no cap on the number of callouts, subject to fair use (clause 7);
phone, email and Request Service app support; and
priority handling, with a same-day response target for urgent matters (clause 6).
Boundless Labour does not include Parts, Consumables or preventive maintenance visits. Parts are quoted and charged separately, and we get your approval before fitting a Part you pay for. Boundless Labour covers faults that first appear after your plan starts (clause 11).
4.2 Care Plan WJ51C and Care Plan WJ530. Priority service for your registered WaxJet 51C or WaxJet 530, paid yearly. Each Care Plan includes:
on-site labour to diagnose and fix faults, with no cap on the number of callouts, subject to fair use (clause 7);
priority: when requests clash, we attend Care Plan and Included Care Plan requests before Boundless Labour and one-off requests;
four preventive maintenance visits in each 12-month term (clause 8); and
phone, email and Request Service app support, including remote diagnosis if you agree.
Parts are quoted and charged separately under a Care Plan, and we get your approval before fitting a Part you pay for. Parts covered by the Warranty or the consumer guarantees are always free.
4.3 Included Care Plan. A new WaxJet 51C or WaxJet 530 bought from us comes with a one-year all-inclusive service contract. It gives you everything in the Care Plan for that model (Care Plan WJ51C or Care Plan WJ530), and in addition the Parts needed to fix faults and wear in normal use (clause 9.2), for 12 months from the Installation Date. It covers that Machine at the site where we install it, or another site in the Sydney Metro Area you register with us. If the Machine is outside the Sydney Metro Area, Parts, remote support and diagnosis remain included, and on-site visits (including preventive maintenance) are by arrangement, with travel and accommodation costs quoted for your approval before we travel. The Included Care Plan does not renew automatically. Before it ends we will offer you a paid Care Plan, which starts only if you ask for it.
4.4 Prices for each Service Plan are shown on our website or in your quote, and include GST.
5
Where we service
5.1 On-site Services under a Service Plan are provided only at your registered site in the Sydney Metro Area. Remote support is available wherever you are.
5.2 If your site is outside the Sydney Metro Area, we can offer on-site service only by prior written arrangement, with travel and accommodation costs quoted before you agree. We will not sell Boundless Labour or a Care Plan for a site outside the Sydney Metro Area unless we agree those arrangements in writing first.
5.3 Each Service Plan covers the Machine(s) whose serial numbers you register with us, at the site you register. You can update your details at any time by contacting us.
6
Requesting service and our targets
6.1 You can request service through our Request Service app (3dwerk-service-app.vercel.app), by email to support@3dwerk.com.au, or by phone on +61 485 696 050.
6.2 We action Service Plan requests with priority. An urgent matter is a fault that stops your Machine from printing or makes it unsafe to use. Our targets are:
Care Plans and the Included Care Plan: for urgent matters, we aim to respond the same Business Day and, if the fault cannot be fixed remotely, to attend on site in the Sydney Metro Area as soon as we reasonably can. Other requests are handled as soon as we reasonably can. Care Plan requests take priority over Boundless Labour and one-off requests.
Boundless Labour: for urgent matters, we aim to respond the same Business Day and, if the fault cannot be fixed remotely, to attend on site in the Sydney Metro Area as soon as we reasonably can. Other requests are handled as soon as we reasonably can.
One-off requests: scheduled as availability allows, under our Repair and Callout Terms.
6.3 These are targets, not guarantees. We work hard to meet them, but we may miss one because of several urgent requests at once, traffic, severe weather, illness, a Part not being available in Australia, or access to your site. "Same day" refers to our response target, not a promise that we will attend or fix the fault that day. Some faults need Parts from overseas, testing or more than one visit.
6.4 If we often miss our targets, please tell us. This does not limit your rights under the ACL, including the guarantee that services will be supplied within a reasonable time.
7
What "unlimited" means: fair use
7.1 We do not cap the number of callouts or hours for covered faults and reasonable support on your registered Machine(s) at your registered site. That is what "unlimited" means. It does not mean every kind of work is included.
7.2 Fair use covers diagnosing and fixing faults in the registered Machine(s), and reasonable support and advice about operating them, such as help with an error message or a print setting.
7.3 Fair use does not cover, and we may quote separately for:
damage caused by misuse, accidents, or not following the Flashforge manuals or our reasonable written instructions;
faults caused by non-genuine wax, materials or parts;
faults caused by an unsuitable environment (for example temperature, humidity, dust, an unstable bench, or unsuitable power or network);
faults caused by moving the Machine (other than by us), or by repairs or modifications by anyone other than us or someone we authorise;
training of new staff beyond reasonable support (we offer training as a separate Service); and
Consumables.
7.4 We will not use fair use to refuse to attend a genuine fault. If we think a request falls outside fair use, we will tell you why before we start and give you a quote, so you can decide whether to go ahead.
8
8.1 Each 12-month term includes four preventive maintenance visits, about one each quarter, at times we agree with you. Each visit follows the manufacturer's maintenance schedule for your Machine.
8.2 If we cannot provide a visit in a quarter for reasons on our side, we will provide it as soon as reasonably possible. If we still cannot provide it before the term ends, we will refund a pro-rata share of the plan price for that visit (for the Included Care Plan, based on the then current Care Plan WJ51C price, plus the reasonable cost of any Parts we would have supplied at that visit).
8.3 If you decline or cancel a visit with less than 1 Business Day's notice, or do not make the Machine available, we will offer another time in that quarter. Visits that you choose not to take are not carried over to a later term and are not refunded.
9
Parts
9.1 Under Boundless Labour and a Care Plan, Parts are charged separately at our current prices, quoted and approved by you before we fit them. Parts covered by the Warranty or the consumer guarantees are free.
9.2 Under the Included Care Plan, we supply and fit at no extra charge the Parts needed to fix faults and wear in normal use of the registered Machine. This does not include Consumables (wax, IPA, cleaning materials), or Parts needed because of the matters in clause 7.3.
9.3 Parts may be new or refurbished. Parts we replace free of charge become ours. Parts you pay for, and the parts they replace, are yours, and we will dispose of the removed parts unless you ask to keep them.
10
What no Service Plan covers
10.1 Unless we agree otherwise in writing, a Service Plan does not include:
Consumables, including wax, IPA and cleaning materials;
the matters in clause 7.3;
damage from water, fire, pests or other events outside normal use;
cosmetic damage that does not affect how the Machine works;
software, files or computers that we did not supply;
work at a site outside the Sydney Metro Area (except by prior arrangement);
relocating, recommissioning or reinstalling the Machine; and
recovery of lost print files or job data.
10.2 This clause does not limit your rights under the ACL or the Warranty.
11
Machine condition when a plan starts
11.1 Boundless Labour covers new faults only. When you sign up, your Machine must be in good, fully working condition. Boundless Labour does not cover any fault, issue or wear that exists when your plan starts, including a fault you reported to us before signing up, a fault we are already investigating or repairing, and a fault we find at our first visit that clearly started before your plan began.
11.2 Please tell us about any known issue before you sign up. We will quote the repair of an existing issue separately under our Repair and Callout Terms, and your cover applies to new faults once the Machine is working.
11.3 If we believe a fault existed before your plan started, we will tell you and explain why before we charge for it. If it is genuinely unclear, we will treat the fault as covered.
11.4 Before we start a Service Plan on a Machine you did not buy from us, or that has been without a plan with us for more than 3 months, we need to inspect it. We charge an inspection fee, which we tell you before booking. We will tell you about any existing faults or wear, which are quoted separately and are not covered by the plan. If the Machine is not in serviceable condition, we may decline to start a plan until it is repaired.
12
Your responsibilities
12.1 To help us deliver your Service Plan, please:
give us safe and reasonable access to the Machine and site during Business Hours, or at another time we agree;
have a trained operator available who can describe the problem and operate the Machine;
keep the Machine in a suitable environment as set out in the Flashforge manuals and our installation advice;
carry out the routine operator care in the Flashforge manuals, such as cleaning and loading materials;
report faults promptly, and stop using the Machine if continuing could cause more damage or a safety risk;
allow remote diagnosis if you agree to it, for example by sharing error logs or camera images; and
keep your contact, Machine and site details up to date.
12.2 If a callout is wasted because we cannot get access at the agreed time, or no one who can operate the Machine is available, we may charge a reasonable fee for that visit, but only if you did not give us at least 1 Business Day's notice and the reason was within your control.
13
Back up your print files
13.1 The Machine stores print files and job data. Repairs, Parts replacements, software updates or a reset may result in loss of that data. Please keep your own copies of all print files.
13.2 Before we accept a Machine or Part from you for repair, we will give you this notice in writing:
Repair notice under the Australian Consumer Law
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. Repair of the goods may result in loss of the user-generated data stored on them, including print files and job data. Please back up your files before the repair.
14
Payment
14.1 Care Plans are paid yearly in advance. Boundless Labour is billed monthly in advance, with no minimum term. The Included Care Plan is paid as part of the Machine price.
14.2 You can pay through our website or by the other methods we accept (Stripe, Square, PayPal or bank transfer). We do not add card surcharges and we do not store full card numbers.
14.3 If a payment fails or is overdue, we will tell you in writing and give you at least 14 days to pay. If it is still unpaid after that, we may suspend the Service Plan until it is paid. While a plan is suspended, we still deal with any ACL or Warranty claim, and other work you ask for is charged under our Repair and Callout Terms. The plan resumes when you pay. Suspension does not extend the term.
14.4 Overdue amounts may attract interest at the Reserve Bank of Australia cash rate target plus 4% per year, plus our reasonable costs of recovering the debt.
15
Renewal, reminders and changes
15.1 A Care Plan does not renew automatically. It ends at the end of its 12 month term unless you choose to buy another one.
15.2 We will email you a reminder at least 30 days before your Care Plan ends, stating the end date, the price to renew and how to renew.
15.3 Boundless Labour continues month to month until you cancel.
15.4 We can change the price of a Service Plan only from your next renewal (Care Plans) or your next billing month (Boundless Labour), and only with at least 30 days' written notice. You can cancel Boundless Labour before the new price applies and you will not be charged it, and you never have to renew a Care Plan.
15.5 We can change these terms only from your next renewal or billing month, with at least 30 days' written notice, and you can cancel before the change applies. A change never alters a term you have already paid for, unless the law requires it or it is only in your favour.
16
Cancelling and refunds
16.1 Boundless Labour. You can cancel at any time. Cancellation takes effect at the end of the current billing month, and you will not be billed again. Part months are not refunded. Because Boundless Labour has no minimum term, if you cancel you cannot subscribe to Boundless Labour again for 6 months from the date your cancellation takes effect. During that time you can still book one-off repairs under our Repair and Callout Terms, or buy a Care Plan.
16.2 Care Plans. A Care Plan does not renew by itself, so you do not need to cancel it to stop it renewing. It ends at the end of the term you have paid for.
16.3 No change of mind refunds. We do not refund a Care Plan, or a renewal, because you change your mind. A Care Plan never renews unless you buy it again, and we email you a reminder at least 30 days before it ends (clause 15.2) so you can decide in good time. If your plan is an unsolicited consumer agreement under the ACL (for example, it was agreed during a visit or phone call you did not invite), you have the cooling-off and other rights the ACL gives you.
16.4 We do not refund the rest of a Care Plan term, except where the law requires it (for example a major failure of our Services) or where we cannot provide the plan, in which case we refund the unused portion pro rata.
16.5 The Included Care Plan is part of the Machine price and cannot be exchanged for cash. If it ends early because of our breach or because we cannot provide it, we will refund a pro-rata share of the then current Care Plan price for that Machine model (Care Plan WJ51C or Care Plan WJ530) for the unused part of the term, plus the reasonable cost of the Parts we would have supplied under it for the rest of the term.
16.6 To cancel, email support@3dwerk.com.au, call +61 485 696 050, or use the cancel option in your account on our website. Cancelling is never harder than signing up. We will confirm your cancellation in writing.
17
Moving or selling the Machine
17.1 Please tell us before you move the Machine, even within the same building, because moving it can cause damage and misalignment. We can move, reinstall and recommission it for you as a quoted Service.
17.2 If you move the Machine to another site in the Sydney Metro Area, your plan continues once you update your registered site.
17.3 If you move a Machine with a paid plan outside the Sydney Metro Area, either of us can end the plan and we will refund any prepaid unused portion pro rata. The Included Care Plan continues on the basis in clause 4.3 for Machines outside the Sydney Metro Area.
17.4 A Service Plan cannot be moved to a different Machine. If you sell the Machine, you can ask us to transfer the plan to the new owner, and we will not unreasonably refuse.
18
When we can end a plan
18.1 We can end a plan:
by giving you at least 30 days' written notice, refunding any prepaid unused portion pro rata (this does not apply to the Included Care Plan, which we will not end early for convenience);
if an amount remains unpaid 14 days after the suspension under clause 14.3 began, and we have given you written notice; or
if you seriously breach these terms (for example unsafe conditions or threatening behaviour towards our staff) and do not fix the breach within 14 days after we tell you in writing, or immediately if it cannot be fixed.
18.2 You can end a plan if we seriously breach these terms and do not fix the breach within 14 days after you tell us in writing, and we will refund any prepaid unused portion.
18.3 Ending a plan does not affect rights either of us already has, or your rights under the ACL.
19
Limits on our liability
19.1 Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, that you have under the ACL or any other law that cannot be excluded, restricted or modified.
19.2 Our Services and Parts for Machines are not of a kind ordinarily acquired for personal, domestic or household use or consumption. So, as section 64A of the ACL permits, our liability for a failure to comply with a consumer guarantee (other than the guarantees as to title, undisturbed possession and undisclosed securities) is limited, at our option, to:
for Services: supplying the Services again, or paying the cost of having them supplied again; and
for Parts: replacing them or supplying equivalent Parts, repairing them, or paying the cost of replacing or repairing them.
This limit does not apply if you establish that it is not fair or reasonable for us to rely on it.
19.3 Subject to clauses 19.1 and 19.2, and to the extent the law allows, neither of us is liable to the other for indirect or consequential loss, including loss of profit, lost production, downtime, lost orders, lost or damaged metal, castings or designs, or lost print files or data.
19.4 Our liability is reduced to the extent a loss is caused by you, your staff or the matters in clause 7.3.
20
Health and safety on site
20.1 Please provide a safe place of work for our technicians, tell us about any hazards on site, and keep the area around the Machine clear. Store IPA and other flammable liquids safely and away from ignition sources while we work.
20.2 Our technicians may decline or stop work if they reasonably believe it is unsafe, until the risk is fixed. We will explain why and return once it is safe. That time does not count against our targets.
20.3 Our staff will follow your reasonable site safety rules if you tell us about them in advance.
21
Privacy and your designs
21.1 While providing Services, we may see your print files, job data and images from the Machine's built-in camera. We use them only to provide the Services and handle any personal information in line with our Privacy Policy.
21.2 We treat your designs and print files as confidential. We will not copy, keep or use them for any other purpose, and we share them with Flashforge only where needed to fix a fault and only with your agreement.
21.3 Remote access to your Machine or its camera happens only with your permission at the time.
22
Claims, complaints and general
22.1 How to claim. To claim under a Service Plan, the Warranty or the ACL, contact us using the details below with your Machine serial number and a description of the problem. We pay the costs of providing the Services your plan covers, including our travel within the Sydney Metro Area. You pay your own costs of contacting us. If you incur a reasonable expense that we agreed in advance to cover, send us the receipt and we will reimburse it within 10 Business Days.
22.2 If you have a complaint, please contact us first so we can try to fix it. You can also contact NSW Fair Trading or the ACCC.
22.3 We may use qualified subcontractors, and we remain responsible for their work.
22.4 Notices can be given by email to the addresses we each use for the Service Plan.
22.5 These terms are governed by the law of New South Wales. Each of us submits to the non-exclusive jurisdiction of the courts and tribunals of New South Wales.
@
Contact us
3D Werk (ABN 68 663 371 015)
Sydney NSW
Phone: +61 485 696 050
Email: support@3dwerk.com.au
Request Service app: 3dwerk-service-app.vercel.app
Website: www.3dwerk.com.au
OFFICIAL REFERENCES
Learn more about your rights
These pages from Australian government regulators and the official legislation register explain the laws referred to above.
Questions about these terms?
Talk to us before you buy. We are happy to explain anything in plain language.
RELATED POLICIES
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3D Werk, ABN 68 663 371 015. Sydney NSW. support@3dwerk.com.au · +61 485 696 050