1. Who we are and what this policy covers
Upsurge Additive Manufacturing Ltd. (“Upsurge”, “we”, “us”) is an industrial 3D printing service bureau incorporated in British Columbia, located at 276 1st Street East, North Vancouver, BC, Canada. We are responsible for the personal information under our control, including information held for us by our service providers.
This policy explains how we collect, use, disclose and protect personal information when you:
- visit upsurge3d.com or our online quoting platform;
- request a quote, upload files or place an order;
- email, call or meet with us;
- work with us as a customer, supplier, partner or job applicant.
We follow British Columbia’s Personal Information Protection Act (PIPA) for personal information handled within BC, and the federal Personal Information Protection and Electronic Documents Act (PIPEDA) when personal information crosses provincial or national borders. Where the two laws differ, we apply the stricter rule.
Privacy Officer. Our Privacy Officer is responsible for our compliance with this policy and answers any question about it:
Martha Otero, Privacy Officer, Upsurge Additive Manufacturing Ltd., 276 1st Street East, North Vancouver, BC, Canada · privacy@upsurge3d.com
2. What we collect and why
We collect only the personal information we need for the purposes below, and we tell you those purposes before or when we collect it.
| Information | Examples | Why we use it |
|---|---|---|
| Contact and account | ExamplesName, company, job title, email, phone, billing and shipping address, platform login | Why we use itTo quote, fulfil and ship orders, invoice you, and reply to you |
| Orders and payments | ExamplesQuotes, orders, invoices, payment status, delivery details | Why we use itTo process and track orders, keep accounting and tax records, handle warranty claims and disputes |
| Files and project data | ExamplesCAD files, drawings, specifications, photos, part requirements | Why we use itTo quote, check manufacturability, produce and inspect your parts, and support reorders |
| Communications | ExamplesEmails, messages, call or meeting notes | Why we use itTo answer requests, keep a record of what was agreed, and improve our service |
| Website and device data | ExamplesIP address, browser and device type, pages visited, referring site, cookie identifiers | Why we use itTo run and secure the website, understand how it is used, and measure our advertising |
| Marketing preferences | ExamplesNewsletter or promotional opt-ins and opt-outs | Why we use itTo send only the messages you agreed to, and honour unsubscribes |
| Job applications | ExamplesResume, references, interview notes | Why we use itTo assess candidates for a role |
Payments. We accept credit cards, Klarna, Interac e-Transfer, wire transfer and cheque. Card payments are handled by our payment processor; we do not receive or store your full card number. If you choose Klarna, Klarna collects your information directly, may check your eligibility, and handles it under its own privacy policy. For e-Transfers, wire transfers and cheques, our bank receives the payment details needed to complete the transaction. Please never send card numbers by email.
Personal information inside your files. Design files are usually confidential business information rather than personal information. Some files can include personal information, such as a name in a drawing title block or a 3D scan of a body part for a custom-fit product. We use that information only to make your part. If a file contains health-related information, we will ask for your express consent before we work with it.
Your design files are also protected by the confidentiality terms in our Terms and Conditions and in any non-disclosure agreement we sign with you. This policy does not reduce those protections.
AI-assisted tools. We use software tools, including AI assistants, to sort incoming emails, prepare quotes and draft replies. A member of our team reviews these drafts before anything is sent to you. We do not make decisions about you that have legal or similarly significant effects by automated means alone.
What we do not do. We do not sell, rent or trade personal information. We do not ask for a Social Insurance Number unless a law requires it.
3. Consent, sharing and where your information is stored
Consent. We collect, use and disclose personal information with your consent, except where the law allows otherwise. Consent may be express (for example, ticking a box to receive our newsletter) or implied when the purpose is obvious and you provide the information voluntarily (for example, giving a shipping address to receive an order). We never require more information than we need to provide the product or service you asked for.
You may withdraw or change your consent at any time by giving us reasonable notice, unless doing so would conflict with a legal or contractual obligation. We will tell you what withdrawing means in practice; for example, we cannot ship an order without a delivery address.
Who we share information with. We share personal information only as needed for the purposes in this policy:
| Recipient | Purpose | Where data may be stored |
|---|---|---|
| Online quoting and order platform | PurposeInstant quotes, orders and order tracking, and letting our website know when a quote is requested, checkout starts or a purchase is completed (event, order total and currency only) | Where data may be storedWestern Europe, with some providers in the United States |
| Accounting software | PurposeInvoices, payments, tax records | Where data may be storedCanada and United States |
| Email, file storage and office software | PurposeCommunications and documents | Where data may be storedUnited States and other countries |
| Website hosting, database and automation tools | PurposeRunning the website and our internal workflows | Where data may be storedUnited States and European Union |
| AI service providers | PurposeEmail triage, quote and reply drafting | Where data may be storedUnited States |
| Card payment processor and Klarna | PurposeCard and Klarna payments | Where data may be storedCanada, United States and European Union |
| Our bank | Purposee-Transfers, wire transfers and cheques | Where data may be storedCanada |
| Couriers and freight brokers | PurposeDelivering your order | Where data may be storedCanada and United States |
| Professional advisors (accountant, lawyer, insurer) | PurposeLegal, financial and insurance matters | Where data may be storedCanada |
| Vercel (our website host), Web Analytics | PurposeCounting page views and referrers, without cookies | Where data may be storedUnited States |
| Google (Google Analytics) | PurposeWebsite analytics, when you allow it | Where data may be storedUnited States and other countries |
| Google (Google Ads) | PurposeAdvertising measurement, when you allow it | Where data may be storedUnited States and other countries |
Our service providers may use your information only to provide services to us, under contract terms that require them to protect it.
We may also disclose personal information without consent where the law requires or permits it, for example to comply with a court order, to collect a debt, to respond to an emergency, or to our lawyers. If Upsurge is sold, merged or financed, personal information may be disclosed to the other party under a confidentiality agreement and used only for that transaction.
Storage outside Canada. Some of our service providers store or process information outside Canada, mainly in the United States and the European Union. While it is there, it is subject to the laws of that country, and courts, law enforcement or national security authorities there may be able to access it. You can ask our Privacy Officer for more details about our service providers outside Canada.
5. Your rights, complaints and changes to this policy
Your rights. You may ask us, in writing, to:
- give you access to the personal information we hold about you;
- tell you how we have used it and to whom we have disclosed it;
- correct information that is inaccurate or incomplete;
- withdraw consent, including to marketing messages.
Send your request to privacy@upsurge3d.com. We may ask you to confirm your identity before we act on it. We will respond within 30 days. If we need more time, we will tell you why and when you can expect an answer. Corrections are free. Access is free in most cases; if a request takes substantial work, we may charge a minimal cost-recovery fee and will give you a written estimate first. If we refuse a request, we will explain why and tell you how to ask a regulator to review our decision.
Minors. Our services are intended for businesses and adults. We do not knowingly collect personal information from anyone under 19 without the consent of a parent or guardian.
Complaints. Please contact our Privacy Officer first; we will investigate every complaint and fix what we got wrong. If you are not satisfied with our answer, you can contact:
- the Office of the Information and Privacy Commissioner for British Columbia, for information handled within BC; or
- the Office of the Privacy Commissioner of Canada, for information that crosses provincial or national borders.
Links to other websites. Our website may link to sites we do not control. Their privacy practices are their own; please read their policies.
Changes to this policy. We may update this policy as our services or the law change. We will post the new version here with its effective date. If we make a material change to how we use your personal information, we will tell you by email or with a notice on our website before it takes effect.
Effective date: October 1, 2026
Contact: Martha Otero, Privacy Officer, Upsurge Additive Manufacturing Ltd., 276 1st Street East, North Vancouver, BC, Canada · privacy@upsurge3d.com
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