Privacy Policy

Problem reports

If you choose “Report a problem” in Matelume, you can review what will be sent and untick or edit any part before sending it. A report contains your message; Matelume and Windows versions; processor, graphics card and memory; the material and step you were on; and the last lines of Matelume’s own log. The app and server both remove Windows user names, email addresses, passwords and keys from the report text. A picture of the Matelume window or your working photo is included only if you tick it, and is reduced in size first. Reports are sent with your Matelume account so we can reply and prevent flooding. We use reports only to find and fix problems and answer you. Pictures are deleted after 30 days and reports after 90 days. Offline reports wait on your PC until you are connected; you can discard them there. To request earlier deletion, write to [email protected].

One-question rating in the app

If you answer the one-question rating that Matelume shows after your first export on a PC, we store your star rating (1 to 5), your optional comment (up to 300 characters, with e-mail addresses and keys removed automatically), the Matelume version, the type of material you had just exported (for example fabric or marble), the date and time, and your Matelume account ID (for most accounts, the e-mail address you signed up with), which ties it to your account. We keep only the first answer from each account, use it only to understand whether Matelume is useful and to improve it, keep it for up to 24 months, and store nothing else with it (no photos, file names or folder paths).

Website activity counts

We count public website entry loads by broad source and installer-link clicks as daily totals, without cookies or storing IP addresses, user agents, full referrers or page URLs in those counts. Traffic sources are not linked to individual accounts, except for creator referral codes as explained below. The account service also counts newly created accounts and first PC links, and records when an account’s first export job pass is issued; this does not confirm a completed export. The Matelume app also tells the account service, once per account, when you first load a photo (or start from a colour) and when the 3D view first shows a material made from it. We keep only when each first happened, added to the same daily totals, never the photo, its file name or your settings. Account, sign-in, security and payment records are separate from these traffic totals. A creator’s referral code stays in the page address as you move around the site and is counted in the daily totals; it is not saved in cookies or browser storage. If you create an account through that link, or enter the code in the optional “Who sent you?” field, it is saved on your account to credit the creator. The field is available for 14 days, before your first payment, and the first code recorded is kept. If you pay, the code is retained with each payment’s amount, currency and date, and is shared with Paddle as purchase custom data, like the partner label described under Payments. Reports shared with creators contain no email addresses or account IDs.

Advertising cookies (only if you accept)

We advertise Matelume with Google Ads. If you choose Accept in the cookie notice, this website loads the Google tag. Google then sets cookies that show us whether an ad led to a sign-up or purchase. We do not use them to personalise ads. On each page the tag sends Google the page address and title and basic browser details such as screen size, and Google receives your IP address, as any website you connect to does. When you create an account, the tag sends only that a sign-up happened, not who you are, and a note in your browser stops it being counted twice. When you complete a purchase, the tag also sends the amount before tax, the currency and the transaction number. It does not send your name, email address or card details. We use these cookies only with your consent.

If you choose Decline, or make no choice, the Google tag does not load and sets no cookies. Your choice is stored in your browser. After 12 months we ask again, and the tag stays off until you choose.

To change your choice, use Cookie choices at the bottom of any page. If you choose Decline after accepting, the tag stops from then on and we remove its cookies from this website. Cookies that Google set on its own domains stay until they expire or you clear them in your browser. See how Google uses information from sites that use its services and Google’s privacy policy.