Terms of Service

Version 1.0 · Effective July 16, 2026

These Terms of Service (the “Terms”) are a binding agreement between you and Hello 3D, the independently operated online business that provides the Service (“Hello 3D,” “we,” “us,” or “our”). Hello 3D can be reached at support@hello3d.ai. These Terms apply to hello3d.ai, our web studio, APIs, account areas, and related services (collectively, the “Service”).

1. Acceptance and eligibility

By creating an account, buying credits, submitting content, accessing an API, or otherwise using the Service, you confirm that:

• you have read, understood, and agree to these Terms and our Privacy Policy;
• you are at least 18 years old and legally able to enter into this agreement; and
• if you use the Service for an organization, you have authority to bind that organization.

If you do not agree, do not use the Service. Mandatory consumer rights that cannot lawfully be waived remain unaffected.

2. The Service

Hello 3D is an AI-powered software-as-a-service platform for generating and processing 3D assets. Depending on current availability, the Service may let you:

• create 3D models from single or multi-view reference images;
• generate or refine mesh geometry, textures, PBR materials, segmentation, and retopology;
• preview and export assets in formats such as GLB, GLTF, FBX, OBJ, STL, USDZ, and 3MF; and
• use account, credit, support-ticket, and API-key features.

The Service is a digital, intangible service delivered over the internet. Features, supported formats, AI models, processing times, and credit costs may change as the product develops. We will not retroactively reduce credits already purchased.

The Service relies on third-party infrastructure and AI providers, including Tripo AI and WaveSpeed AI. Availability and output quality may be affected by those providers. We may replace or add providers when reasonably necessary to operate or improve the Service.

3. Accounts and security

You must provide accurate and current information and keep your login credentials confidential. You are responsible for activity performed through your account unless caused by our breach of duty.

You must notify support@hello3d.ai promptly if you suspect unauthorized access. You may not share, sell, or transfer account credentials or API keys. We may require email or identity verification before processing sensitive account, privacy, billing, or refund requests.

Google sign-in may be available. Your use of a third-party sign-in provider is also subject to that provider's terms.

4. One-time credits

4.1 Credit packs

Hello 3D currently uses a one-time credit model. Credit packs, prices, included amounts, and estimated usage are shown on the Pricing page before purchase.

• A credit-pack purchase is a one-time transaction, not a subscription.
• There are no recurring charges, automatic renewals, or automatic top-ups unless a future checkout clearly discloses them and asks for separate authorization.
• Purchased credits do not expire.
• Credits have no cash value, do not earn interest, and may not be transferred, resold, or redeemed for cash except where required by law.
• Different operations consume different amounts of credits. The final cost is displayed in the Service before an operation is submitted or is determined by the selected model and options.

Promotional or complimentary credits may have separate limits or expiry terms disclosed when granted. When the Service records different credit sources, it may consume expiring promotional credits before non-expiring purchased credits.

4.2 Price changes and taxes

We may change future prices or credit costs. Changes do not alter a completed purchase or remove credits already in your balance. Prices may exclude taxes unless the checkout says otherwise. You are responsible for applicable taxes, and a payment provider may calculate and collect them where required.

5. Payment authorization and processing

By submitting a purchase, you authorize the payment provider displayed at checkout to charge the one-time total shown, including applicable taxes.

Payments may be processed by Waffo Pancake and, where expressly shown at checkout, Stripe or another enabled payment provider. The checkout provider handles payment-card information under its own terms and privacy notice. Hello 3D receives transaction details such as payment status, amount, currency, transaction identifier, payer email, and invoice information, but does not receive or store your full card number or card security code on its servers.

You must provide valid billing information and may use only a payment method you are authorized to use. A purchase is complete only after the payment provider confirms payment and the credits are delivered to your account.

6. Refund policy

Because credits provide immediate access to a digital service, the following policy applies unless mandatory law gives you broader rights.

6.1 Eligible refunds

You may request a full refund when:

• you contact us within 7 calendar days after purchasing a credit pack and none of the credits from that pack have been used;
• the same transaction was charged more than once because of a billing error;
• payment was completed but the purchased credits were not delivered and we cannot correct delivery within a reasonable time; or
• a refund is otherwise required by applicable law.

6.2 Non-refundable cases

Credits that have been used, and packs from which any credits have been used, are generally non-refundable. We also do not provide refunds for dissatisfaction with an AI result, a change of mind after credits have been consumed, failure to cancel a task before processing begins, or an account suspended for fraud or a material violation of these Terms, except where law requires otherwise.

6.3 How to request a refund

Email support@hello3d.ai from your account email and include the transaction ID, purchase date, and reason for the request. We aim to acknowledge requests within 2 business days. Approved refunds are returned to the original payment method, normally within 5–10 business days after approval; your bank or payment provider may need additional time. Refunded credits will be removed from your balance.

7. Billing questions and disputes

If you believe a charge is incorrect or credits are missing, contact support@hello3d.ai before initiating a chargeback so we have an opportunity to investigate. Please include your account email and transaction ID. This does not limit any right you have to dispute a charge with your payment provider or card issuer.

Fraudulent chargebacks, payment reversals after credits have been consumed, or abuse of the refund process may lead to suspension while the matter is investigated.

8. Your content and AI outputs

“Input Content” means images, prompts, model files, instructions, settings, and other material you submit. “Output Content” means models, textures, previews, files, and other results generated for you by the Service.

8.1 Your rights and responsibilities

You retain your rights in Input Content. You represent that you own or have all permissions needed to upload and process it and that doing so does not violate law or another person's intellectual-property, privacy, publicity, confidentiality, or contractual rights.

As between you and Hello 3D, and to the extent permitted by applicable law and third-party rights, you own Output Content generated for you. Paid credit packs include permission to use Output Content for lawful personal and commercial projects. AI outputs may not qualify for intellectual-property protection in every jurisdiction and may be similar or identical to outputs created for others.

8.2 License needed to provide the Service

You grant Hello 3D a worldwide, non-exclusive, limited license to host, copy, transmit, convert, display, and otherwise process Input Content and Output Content only as needed to operate, secure, support, and improve the requested Service, comply with law, and enforce these Terms. This license ends when the content is deleted from our systems, subject to backups, legal retention, and copies already sent to processors for your task.

We do not use your private Input Content or Output Content to train a generalized Hello 3D model without your separate notice or consent. We may use aggregated or de-identified operational data that does not identify you or reveal your content.

8.3 Private and public visibility

Content remains associated with your account unless the interface identifies it as public or you choose to publish or share it. If you select a public option, you grant us permission to display, distribute, and make that content available through the relevant public feature until you remove it or change its visibility, where supported. Do not select public visibility for confidential material or content you do not have the right to publish.

9. Acceptable use

You may use the Service only for lawful purposes. You must not use it to:

• create, upload, or distribute illegal, fraudulent, defamatory, threatening, harassing, or unlawfully discriminatory content;
• sexualize minors or create, facilitate, or depict child sexual abuse material;
• create deceptive deepfakes or impersonations intended to mislead people about the identity, source, or authenticity of content;
• infringe intellectual-property, privacy, publicity, confidentiality, or other rights;
• create malware, phishing material, credential theft, exploits, or tools intended to compromise systems or people;
• generate content for unlawful weapons, terrorism, trafficking, or other serious harm;
• present AI output as professional medical, legal, financial, or safety advice without qualified human review;
• bypass safety, access, usage, rate-limit, payment, or security controls;
• scrape or systematically extract the Service or outputs at scale;
• use the Service, outputs, model responses, or derived data to train, distill, benchmark for replication, or develop a competing AI or machine-learning model without our written permission;
• reverse engineer the Service except to the limited extent a prohibition is not permitted by law; or
• resell or sublicense access to the Service without our prior written approval.

We may review suspected abuse using automated and manual measures and may remove content or restrict access where reasonably necessary.

10. API use

If API access is available, you are responsible for protecting your API keys, for all requests made with them, and for ensuring your applications and end users comply with these Terms. You may not expose keys in public code or circumvent rate, credit, or security controls. We may rotate or revoke a compromised key.

11. Privacy and data security

Our Privacy Policy explains how we collect, use, share, retain, and protect personal information. Payment-card data is handled by the checkout provider, including Waffo Pancake or another provider displayed at checkout, and is not stored on Hello 3D servers.

No internet service is completely secure. You are responsible for maintaining your own copies of important source files and outputs. Do not upload sensitive personal data, regulated health information, payment-card data, government identifiers, confidential information belonging to others, or content requiring special security unless we have expressly agreed in writing to process it.

12. Suspension, termination, and account deletion

You may stop using the Service at any time and may request account deletion through a support ticket or support@hello3d.ai. Our Privacy Policy describes deletion and retention.

We may suspend or terminate access if we reasonably believe that you materially violated these Terms, created security or legal risk, engaged in fraud, failed to pay, abused the Service, or if suspension is legally required. Where appropriate, we will give notice and an opportunity to cure.

If we permanently discontinue the paid Service or terminate your account for reasons not caused by your breach, we will provide a reasonable way to use remaining purchased credits or refund their unused value. If access ends because of fraud or a material breach, unused credits may be forfeited where permitted by law.

Sections that by their nature should survive termination—including payment obligations, intellectual property, disclaimers, liability limits, disputes, and indemnity—will survive.

13. AI and service disclaimers

The Service and all outputs are provided “as is” and “as available.” To the maximum extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted availability, and error-free operation.

AI-generated results may be inaccurate, incomplete, defective, non-unique, unsuitable for fabrication, or inconsistent with your request. You must inspect and test geometry, topology, dimensions, structural integrity, materials, licenses, and safety before using an output in production, manufacturing, 3D printing, engineering, games, AR, or any other consequential context. The Service is not a substitute for professional engineering, medical, legal, financial, or safety advice.

Nothing in these Terms excludes warranties or remedies that cannot legally be excluded.

14. Limitation of liability

To the maximum extent permitted by law, Hello 3D will not be liable for indirect, incidental, special, exemplary, punitive, or consequential loss, or for lost profits, revenue, data, goodwill, business opportunity, or production costs arising from the Service or an output.

To the maximum extent permitted by law, our total aggregate liability for all claims relating to the Service will not exceed the greater of: (a) the amount you paid to Hello 3D for credits during the 12 months before the event giving rise to the claim; or (b) USD 50. These limits do not apply to fraud, willful misconduct, gross negligence, death or personal injury caused by negligence, or other liability that cannot lawfully be limited.

15. Indemnity

To the extent permitted by law, you will defend and indemnify Hello 3D against third-party claims, damages, and reasonable costs arising from your Input Content, your unlawful use of Output Content, your material breach of these Terms, or your violation of another person's rights. This obligation does not apply to the extent a claim was caused by our own breach, negligence, or willful misconduct.

16. Changes to the Service or Terms

We may update the Service and these Terms. For a material change that adversely affects existing users, we will provide at least 14 days' advance notice by email, account notice, or a prominent website notice unless an urgent legal, security, or abuse-prevention reason requires faster action. The version and effective date appear at the top of this page.

If you do not agree to revised Terms, stop using the Service before they take effect. Continued use after the effective date means you accept the revised Terms.

17. Governing law and disputes

These Terms are governed by the laws applicable at Hello 3D's principal place of business, without regard to conflict-of-law rules, while preserving any mandatory consumer protections of your country or region.

Before filing a formal claim, please email support@hello3d.ai with a description of the dispute and requested resolution. We will try in good faith to resolve it informally. If a dispute cannot be resolved, it may be brought before a court with lawful jurisdiction over the parties and dispute. Nothing here prevents either party from seeking urgent injunctive relief or using an eligible small-claims process.

18. General terms and contact

These Terms and the Privacy Policy form the entire agreement about the Service. If one provision is unenforceable, it will be adjusted only as necessary and the rest will remain effective. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them as part of a reorganization, financing, merger, acquisition, or transfer of the Service, subject to applicable law.

For general support, billing questions, refunds, cancellation or deletion requests, legal or privacy questions, and security reports:

• Email: support@hello3d.ai
• Online support: Sign in and open Settings → Support Tickets
• Website: https://hello3d.ai
• Typical support hours: Monday–Friday, 09:00–18:00 (UTC+8), excluding public holidays

Please use the email address associated with your account when contacting us about an account or transaction.