Terms of service

Version 2026-10-09, last updated 9 October 2026.

These terms are a contract between you and Printer's Friend, Australia (we, us). They govern your use of the Printer's Friend platform at printersfriend.com and on your workspace address. By creating an account, accepting them at checkout, or using the service, you accept these terms. If you are accepting on behalf of a business, you confirm you have authority to bind that business.

The service

Printer's Friend is a subscription software service that helps apparel print shops manage quotes, orders, production, artwork, customers, invoicing and stock. We provide the software. You provide the print shop. What each plan includes is stated on the pricing page, and a capability listed as "coming" or "not available yet" is not part of the service until that label is removed.

Your account

• You must be 16 or older and have authority to sign up your business.
• You are responsible for keeping your password secret. Tell us within 24 hours if you suspect a breach.
• You may not share staff seats. Each person who signs in needs their own seat.

Your data

Everything you put into Printer's Friend (customers, artwork, orders, prices) remains yours. We hold a non-exclusive licence to process it solely to provide the service. We never sell it. You can export customer activity as CSV at any time, use the API on Premium and above, or ask us for a full export at hello@printersfriend.com. What happens to your data when your subscription ends is set out under Cancellation below and in the privacy policy. Where you load personal data about your own customers, you are the controller and we are the processor under the data processing addendum, which forms part of these terms.

Acceptable use

Do not use Printer's Friend to:

• Send spam, deceptive comms, or anything illegal under the laws of Australia, the US, the UK, the EU or wherever you operate.
• Print artwork you do not have the rights to. We take down infringing content on notice from a rights holder.
• Reverse engineer the platform, scrape it, or use it to build a competing product.
• Run security testing without prior written approval. We have a responsible disclosure programme.

Trial and payment

• A new workspace starts with a 14 day trial on the plan you choose. Your card is collected at signup and first charged when the trial ends. Cancel before then and nothing is charged.
• Subscriptions are billed monthly in advance, in the currency you signed up in, at the prices on the pricing page. Tax is added at checkout where we are registered to collect it.
• Upgrades take effect immediately and are prorated. Downgrades take effect at the next billing cycle.
• If a payment fails, Stripe retries the card and you have a 7 day grace period during which nothing changes. If no payment has succeeded when the grace period ends, your workspace drops to the free tier with every record intact, and updating your card restores your plan. A failed payment never deletes anything.
• We may change prices with 60 days notice. Existing customers keep their current price for at least one further billing cycle.

Cancellation and what happens to your workspace

Cancel any time from Billing in your workspace, which takes you to Stripe's hosted portal. The subscription ends at the end of the current paid period. We do not refund partial months unless your local consumer law requires it. A workspace with no subscription can also be closed by its owner from Billing.

One rule applies to a cancelled or closed workspace, and it never follows a failed payment:

• From the cancellation, your workspace stays open and read-only for 30 days so you can export your data or restart your subscription from Billing. Restarting reopens it with everything intact.
• After those 30 days every record is permanently deleted, except records we must keep by law (tax records for 7 years). Nothing can be restored after that date.
• You can ask us at hello@printersfriend.com to delete sooner at any point in that window.

Service availability

We aim for 99.9% monthly uptime, measured by our status page at printersfriend.com/status. Planned maintenance is announced 48 hours in advance and avoids business hours in your region wherever possible. The uptime target is a commitment with credits only on the Enterprise plan, as set out in the next section.

Enterprise service level agreement

This section applies only to workspaces on the Enterprise plan.

• Target. 99.9% availability of the workspace sign in page, the customer portal and the REST API in each calendar month, measured by our status probes.
• Credits. If availability in a month falls below the target, you may claim a credit against the next month's subscription fee:
  • Below 99.9%: 10% of that month's fee.
  • Below 99.0%: 25% of that month's fee.
  • Below 95.0%: 50% of that month's fee.
• Claiming. Email hello@printersfriend.com within 30 days of the end of the month, with the dates and times affected. Credits are the sole remedy for missed availability and never exceed that month's fee.
• Exclusions. Planned maintenance announced in advance; outages caused by your own network, devices or integrations; third party services you connect (Stripe, Twilio, your email provider, your supplier, your accounting ledger); denial of service attacks and other events outside our reasonable control; and any period during which your account is suspended for breach or non-payment.

Liability

To the maximum extent permitted by law, our total liability for any claim is limited to the fees you paid in the 12 months before the event. We are not liable for indirect or consequential losses (lost profits, business interruption). Nothing here limits liability for death, personal injury caused by negligence, fraud, or anything else that cannot be excluded under the Australian Consumer Law or the consumer law that applies to you.

Termination by us

We can suspend or terminate your account for material breach of these terms (for example illegal use, or non-payment beyond the grace period described above). We will give you 7 days notice and a chance to fix the breach where possible. The data windows under Cancellation apply after termination too.

Governing law

These terms are governed by the laws of New South Wales, Australia. Disputes are subject to the non-exclusive jurisdiction of the courts of New South Wales, Australia.

Changes

We will email account holders 30 days before any material change. The version number at the top of this page changes when the terms do, and the version you accepted is recorded on your workspace. Continued use after the effective date is acceptance.

Contact

Questions about these terms: hello@printersfriend.com.